Zara customers report a predominantly negative experience (1.5/5 rating) marked by systemic failures in order fulfillment, refund processing, and customer service accessibility, with widespread complaints about delivery issues, staff rudeness, and inability to reach human representatives.
What customers love
Common concerns
Customers mention
If I could give 0 stars I would. The customer service team at Zara is probably the worst I’ve ever been in contact with. Don’t even bother calling, they are not motivated to find a resolution, won’t elevate your call to a manager, and won’t even be polite about it. I needed help with a return that was a couple days past the 30 day return window and not even an offer for store credit which for a company this size is ABSURD. The item is brand new, tags, original packaging just the wrong size and they wouldn’t even offer an exchange. The saddest part is Zara doesn’t even care that their customer service is horrible. This was time intensive and infuriating enough that I won’t ever purchase from Zara online again. In store customer service is much better so don’t even risk buying online.
Why do Zara call this “help” or “customer service”? It is completely obvious that this level of service is the result of unprofessional management with absolutely no competence in customer relations. It is astonishing that such unprofessional managers somehow manage to produce fairly decent clothing, yet are incapable of providing even an average level of customer service. An absolute dumpster fire and a perfect example of the lowest customer service standards possible today. Astonishing.
Always check their collection and find it true to size for top and not pants though. But recently Zara has gone out it touch with quality and style.
Yesterday I was quite disapointed with how I was treated at the store. I was looking for help to ask if they had a different size of shoes I wanted to buy, but no one offered any help and even when I asked the assistant to help me, she was not friendly or polite at all, clearly showing that she does not want to speak with me. I wouldn't give it a one star, because the brand itself is quite good, you get decent quality stylish clothes for a very affordable price, but situations like this do leave a poor brand image.
I am writing to thank all of the staff in Zara on South King Street in Dublin who supported my granddaughter who became ill while we were shopping in the store today. Your staff were very helpful to us and one of the security staff went above and beyond to help us. I wish for you to know that the help we received in your store was amazing. I would love for you to let them know that I appreciate the kindness that we received during a stressful time. Thankfully my granddaughter improved after she returned home.
Beautiful cloths quality is great
Wife order was delivery tobthe wrong address the proof of delivery is a different house than our house and when we connect Zara they stated that carrier delivery to the right place even that we can see the picture is not we search all over the neighborhood and couldn't find it now we have no clothes and no refund or exchange this is very upsetting.
If I could give less than one star, I would. I faced a technical issue on the Zara website when registering a return for an order of 5 items, none of which fit due to being constructed poorly with uneven seams on each side of the dresses. When trying to register the return last night, the website would not allow me to click on “confirm” to generate the return label. I thought I had a couple more days remaining in the return period, so I gave up and planed to try again today. Today, I went to register the return and it wouldn’t allow me as it stated yesterday was the deadline. I called three different customer support agents and received absolutely horrible service from all of them - they just kept re-reading the same scripted message about their return policy in response to my various questions, and continued talking over me. I pleaded with them to listen and respond to my questions, not just read their script, but to no avail. Two of them told me they were ending the call and hung up on me. I was finally able to chat with someone who said they would escalate this for me and that I will hear back within 48 hours. I’ll see if they’re able to address this and find a resolution, but this is just awful service. Worse than I would expect even from a less reputable store. I was a loyal Zara customer, but after this experience, I will never shop there again. Update - they responded by email with the same scripted response, that they would not honour my return, even though I had provided screenshots of the issue. Confirmed a long held belief that Zara is a huge scam - even the fact that you can’t leave reviews on their website is a huge red flag. Done with them for good.
Nightmare after sales service experience.Avoid if you think you might need to resolve an issue, just a waste of ur valuable time.. I’ve been trying to resolve an unsolve issue for weeks now.The customer service team keeps giving me the runaround and hasn't followed through on their promises. Very frustrating experience. Would love to rate them "0" if there was an option. Kindly, do something about it.
Shocking customer service. Sent my item in a dust bag way too small, emailed, messaged and sent letter of complaint all trying to get the right size dust bag, ignored my letter, didn't even get an acknowledgement. Dreadful way to treat customers.
Based on 40 verified customer reviews, ZARA holds an average rating of 1.5 out of 5 — rated Bad on ReviewTerminal. 10% of customers gave 4 or 5 stars.