Absolute disgusting customer service. Am surprised to note that I am not the only one complaining about items returned for refund but warehouse claiming not received. Still no action by Zara clothing. It’s all over the reviews forums. Called & chatted customer services several times but no positive response. No call backs , no managers actions, no proof of investigations if any. Am at loss of almost £100 because of this. Have been their customer for almost 15 years with no regard to loyalty. Zara needs to get investigated !!

I wish I could leave a no stars review - dreadful. I bought a t-shirt while visiting Edinburgh for the day in Aug 21. The fitting rooms were closed due to Covid, so I couldn't check it fitted. Unfortunately, it was too small. I live more than 60 miles from the store. There used to be a store where I live, but they closed it down. ​The first chance I had to go back, was yesterday. The fitting rooms were open and they had the larger size which fitted perfectly. I took it to the cash desk for an exchange, but the assistant said I couldn't just swap them over as I was too late - the returns expiry date had passed. I spoke to the manager, who reiterated what the girl had said. I explained I wasn't looking for a refund - just to get a different size. She said she couldn't do it without an authorisation code from Customer Services and handed me a card with a telephone number to call. I called them and the guy I spoke to was very unhelpful. He kept on just repeating he couldn't do anything as the returns date had passed. He wasn't interested in listening to the reason why there had been a delay in the return and would not engage with the points I raised - just like a broken down record, repeating the same line over and over. When I asked about giving the store an authorisation code for to allow the exchange - he said that did not happen. He had absolutely no customer service skills at all. Not one member of staff tried to understand or care about the situation - just not interested. I cannot understand why they could not have just swapped one size for another. I had tried to order the larger size online through their website. The first time they sent me a pair of sandals. The second time, they sent what was tagged as an XL, but measured exactly the same as the L I already had. Both were returned. The 2nd one wasn't refunded until I chased it up 2 WEEKS after they had received the return. I won't be giving this company one more penny. You have lost a customer for being so petty, uncaring, unprofessional and unreasonable.

Utterly disgusting returns policy especially given unpresadented circumstances. If I could give Zara 0 stars I would! My daughter received some clothes from this manufacturer for her birthday, which was in June 2021. The clothes in question did not fit, so because of their strange sizing system, we decided it would be best to take the clothes back to our nearest Zara store, which would allow my daughter the opportunity to try the clothes on and to hopefully find something suitable. I deliberately waited untill the 19th July just to be sure that the changing rooms would be open. May I also add, I do not wear a face mask for health reasons, and so I was not keen to go before the final restrictions had been lifted due to any additional problems. "What shocked me beyond reason, was that Zara would not except the return, nor would they offer an exchange, simply because the gift receipt was over 30 days old. The items were only purchased on the 1st June 2021 making them barely two months old. I stood my ground, and asked to speak to the store manager who refused to budge. I explained what a ridiculous policy this was, and that because of the circumstances' surely they could make allowances just as so many other companies have kindly done. However' there was not an inche of cooperation or willingness to resolve this matter. I demanded to speak to sombody higher up, and was Swiftly given the customer services number. This morning I made contact, only to be told the same thing. I now have an open case, and am waiting for a call back from sombody higher up. I am not holding out very much hope though! This company simply so do care one bit when it comes to customer satisfaction. Clearly they are only interested with profit margins and not customer care! Judging by the hurendous reviews on here, I'd be surprised if they will still in business for very much longer! It is looking like we will be stuck with almost £100s worth of brand-new fully tagged clothes which are not suitable! It's an utter joke!! Need I say more! IF YOU ARE CONSIDERING SHOPPING WITH ZARA THEN PLEASE DON'T!!!!!

I ordered online on june22, 2021 for €99,90 (full price) on my Paypal account. It was supposed to be delivered in a Zara shop on 24-25th June. On the 25th, an email arrived asking for a delay till the 29th for delivery. Ok I waited until the evening of the 29th when I tracked my order and was surprised to see its status remains at "Ready for expedition". I called the Client service number and the girl said flatly that the order was cancelled (by whom, why, she doesn't know) I never received an email to notify the cancellation. Two days on she called me back to say that their IT system cancelled the order and the stock never received it in the first place, but my Paypal account was debited all the same. Today I'm still waiting for my Paypal account to be reimbursed, nothing still. Zara is fast to take your money, cancel your order, but hey, to repay you.... Zara makes you wait!!!

Do not order from Zara online. Their carrier "Paack" are terrible and left my parcel outside the front door of some random house and despite my numerous contact with them stating I had not received the delivery they did not want to know. Eventually they produced a photo of the parcel outside a white front door but my house and all of the other houses in the street have a blcak front door and this could be seen on google and also in the photo i supplied to them! Notified Zara who would only deal via online chat and they kept saying it was delivered so nothing they could do. I am a student who is now over £100 out of pocket please be wary of this company poor service!

I ordered a package which was never delivered. It was missing. It has been a month since I am waiting for reviewing my case. No money back, no clothes... It is ridiculous! My package was missing, courier never contacted me and they do not contact me for over a month!

Item bought which did not fit. Took it back but receipt got washed in trouser pocket. Labels all on item and bank transaction showed. In store and online complaints did not help, were dismissive and cold. All i wanted was to change it for bigger top. I will never buy items from there again. Worst custome experience. Their prices are not cheap either. Buy brands made in U K to help our economy.

Very very disappointed with their customer service, been having issues with receiving my order three times now, error was on their system and nothing to do with me, my parcels got sent back to them without any proper explanation and reasoning, my problem never resolved and no option given. Non-existent customer service gets a BIG 0 from me. Never ordering again from Zara.

I purchased a Disney tee shirt in the Zara shop in Palma Majorca on the 12th April 2019 - when I got home to the England I discovered that it had a tear in one on the seams. I have telephoned the shop and Zara head office - neither have been helpful - the person at head office suggested that I take the tee shirt back to the shop in Palma Majorca ( all the way from England). I would not buy anything from Zara ever again.

I had a really bad experience with Zara online. A error occurred at checkout meaning instead of paying for the 1 Item at £20 I ended up parting with £300. This happened on a Saturday with Zara's T&Cs stating that any orders placed after Thursday at 6 won't be processed until Monday, I felt confident that when ringing customer service within minuets of the error occurring that this could be cancelled and I would be reimbursed. However, I was wrong and was forced to go over drawn. I sent the package back immediately and 3 weeks later could still not get a straight answer out of them as to where the refund was up to. I was rung by one person and told he was processing my refund and when I rung back 3 days later Zara could not confirm they had even received the package. I was an absolute shambles. No where along the line did I get an explanation as to how the error occurred and why I could not have stopped the order from going out minutes after, like their T&Cs suggested. The worst of all, it is not over two months since I submitted a complaint on this, and Zara have not even had the courtesy to respond. It's just plain rude. Are some companies just to big to bother with customer service?

Forget about returning your stuff to this piece of a store!! You will never see your money back. They don't make any effort in any helping you. They take your money and don't care about their clients.

Was fan of Zara for years . And Got wrong package from my order at Monday . Nothing is same as my order . And I contact them on web chat . Let me check and type every iteams no. Type to them. They tell my I need pack them and return to ups which is fine .And I was asking how about my order . Wait and wait . One thing out of stock . Ok ! So replace my order . When I can receive? Next week ?! It is unacceptable . I suppose wear those for and important meeting . And very things goes wrong . Also they let me find return label type to them . Not happy with it ! Waste my time .

I got my daughter winter jacket from zara and sleeve ripped in like a few weeks after purchase. Very bad quality of clothes for the price i paid.

Order the 4 items on Jan, 2017 and never receive the product. Call Customer services and ask where is my order and customer Service say it delivery. I ask for proof and they say you on your own at this point. No refund at all.

Ordered 26/12/2016 , called today 16/01/2017 , before call tried to track the order said delivered and signed by customer at 06/01/2017 ,was sprise that I didn't received my order , then spoke to customer service team , they told that they couldn't do anything ,they can't replace my order for me because they delivery to somewhere , and try to get me refund ONLY , but but , my order were all in stock and they sent them out , only delivery to somewhere away from my address , but can you understand that waiting for about 3 weeks for a lost delivery and get money refund , if if I was know this should I still order and wait it happened. I AM STUIPT ! If the orders are out of stock that I would understand that , but they sent out my orders ,and delivered to the wrong address , they not find out who is blame to . The amount I ordered was £208.00 for my two daughters , and we shop from ZARA since my old daughter was 2 years old , and young daughter when she was birth , and now they are 13 yrs and 10 yrs . Most of their clothes are from Zara , but this time , I will never shop from Zara again . The order you paid been lost , they not ask for pay back that who made mistake , only offer refund to customer , waited 3 weeks for nothing and upset 3 girls .

Bought a dress for my grandaughter in the Houston Galleria store. When I returned to Idaho the dress was 1 size too small. I called the store for 2 days and NO ANSWER! Called online customer service and they said item would have to be exchanged in person. This is not explained or written anywhere. I live in a rural area and buy/exchange by mail option is very important to me. Operator following a script and could have cared less. BUYER BEWARE!!!!!!!

I ordered online last month, it was delivered via OnTrac, I tracked the package and it said it was delivered fairly earlier than it was noted in the tracking status. When I got home, I COULD NOT find my package anywhere around the house. I contacted the customer service, they responded really slow, after about 2-3 weeks later. They said the package was delivered by OnTrac, and they said they can't claim lost package once it is delivered. They did not care less about the satisfaction of their customer. This is really disappointing. It happened the same thing with other vendor (Urban Outfitters) and they helped me with the claim and I got my return back really easily, but NOT with ZARA. I won't ever buy online from Zara again, since they have ZERO customer service.

A pair of culottes I ordered on-line ripped open at a seam within 2 hours of my putting them on, while I was sitting quietly by a pool. Zara asked me to send a photo which I did. They then responded that they would not accept a return because the product was fine as long as it was treated properly. In other words, they thought it was my fault. What???? Not sure what I could have done to make them rip like that. If I had read some of the comments here before I bought, I never would have ordered these pants. Never again.