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.
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Customers mention
Love Zara clothing, this season they are spot on. I do find in the Liverpool store the staff can be a bit rude when returning items. I had bought a scalf that I had taken out of the packing to obviously try, I couldnt get it back into the packing compared to when i bought it, when returning the girl who was at the self service till, threw the item back at me and told me 'to fix it immediately, we cant accept it like that'. I did explain that I could not get it back as it was when I purchased it, she then walked away. I managed to sort it as best I could, FYI it wasnt as if it was just mangled in the packing, it wasnt, I had ironed it before I put it back in the packing, the issue was it wasnt put back in the shape of an actual tie. The other issue I have is ive just purchased 3 items for them to be delivered next day and they are now in separate deliveries and will arrive on separate days. This is now costing me more, they need to change this asap as I wont be purchasing any more clothing until this is at least looked at. As is this not technically fraud? you are given the opportunity to have something delivered in one delivery at a cost of £5.95 not 2 separate deliveries of £2.95, yes not a lot of difference in price, but that is not the point, you are paying for the items to arrive the next day. This has happened many times now and its getting very frustrating as I purchase a lot of clothes from Zara as im normally a big fan.
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.
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.