I'm a frequent online and in-store shopper at Zara. I recently ordered two tops that FedEx "misdelivered" and lost. After filing my claim with FedEx, they told me to contact Zara, and have them reimburse me at FedEx's expense. I had to file my claim three times through Zara, and they kept denying that my package was lost, even though FedEx provided them with proof that it was. I was already charged for the clothing, so I called customer service. Each time I called, I was accused of being a liar! The representatives yelled at me and were very aggressive and accusing. I will never, ever order from Zara again.

We used to love Zara. Last year we spent close to $3000. Last month my daughter bought a black jacket. She spilled something and tried to wipe it off, the stain did not come off and the cleaning instructions were not clear at all. It said not to bleach, not to dry, not to dry clean, and in the back of this very busy label, it also said not to wash...(?) obviously, since it was in the back, we did not see it. We washed it and it turned grey and wrinkled. I e-mailed them and after a week, they said that they needed a copy of the receipt. I e-mailed it. A week later i got an email back that i reached the wrong department. So i called and told them the story and they said "sure we can take care of it, go to a store with the receipt and talk to a manager". I did. The manager, Imalda, said "oh no, it was washed, there is nothing we can do", so i e-mailed customer service again. This time they wanted a picture. I e-mailed a picture. This time they said, nothing we can do... During this process my daughter bought the same jacked again and a day later a button fell out... so I know that we will no longer shop at Zara.

I returned the item to a store as instructed as zara had extended there retunes to the 12/01/16. Queued up in store on the 12/01/16 with my wife for 30mins as the store was packed due to the sales. Was then told that I could not return the item to the store. The girl on the counter told us that it had to be returned to the on-line sales as they where to different companies. I said this was not the case as we had been instructed to return the item and exchange in store if they had the correct size as this would be the quickest way. I was then told again this was not the case and to move to one side as they were to busy and I should go back to the company I brought it from? Now they are saying I cannot return as a month has passed. AVOID, AVOID AVOID

I ordered a few items online on 26 December 2015. Now I know it is the holiday season and understand the stores are probably busy during this time of the year, so I was expecting the delivery to take a little longer than usual (I wasn't sure what their usual was as this was my first ordering from them online) Well it was 2nd January 2016, I finally got an email telling me the items has been shipped. A week later, there was still no sign of the package. After a couple emails, I decided to call them instead, and between all the calls made, I had been told different things, from items are available and are being shipped to 2 items out of the 3 I had ordered are out of stock. It is 18 January 2016, I made another called and they are telling me they will refund me for all the items. After reading some of the reviews about not getting their refunds, I sure hope I will get all my $300++ refund back.

**Update 01/29/2016. I am thankful that I got my refund on 22 January 2016. I am however still disappointed that I did not get the items that I thought was available online as I was looking forward to wearing them.

Last night I walked passd the zara store in south africa waterfront I the jeans on display caught my eye drew me in to buy what I have seen I get told by management that I am unable to buy this its. Only used for advertisement for marketing purposes so I said to her that ' I am here what I have seen got my attention and now I want it why can't I. Have it that's bad marketing. Truth is I think she was just dam lazy to see to my needs or keeping it for. Herself considering its the last I'm so upset n disappointed to have such unintelligent people working and running the store and. Not just any. Store a. International one too. #never again

Considering their busy sale season happening right now I ordered 3 times in a month online. 2 of the orders I did were pickup in store and 1 deliver to my place... the in store was awesome! After 3 days my order arrived and received an email that i can pick it up at the store. The delivery at home was great. I get to receive email all the time. About shipping confirmation then tracking number 1 day after... i got my package in 4 days. I do admit the 2nd in store pickup was a bit slow because of their outrageous busy store. Tooo many people and the line was just crazy but they didnt make ne line up anyways. I just have to say my order # and name and thats it. The packages I received were clean and dainty... i dont know about the other reviews by im pretty happy with Zara. And all the clothes. They have good quality.

Worst customer service ever. Yeah they answer the phone and read from a paper, whatever. But I had a package that they sent to the wrong address and it was sent back to them. I contacted Zara three times and I was never issued a refund. They said that the tracking number was never activated. SO WHAT?! IT's $53.00 It was definitely sent back and they're being obnoxious little $#*!ing $#*!es about $53.00 $#*! that was not delivered to me and delivered to the wrong address. GET YOUR $#*! TOGETHER.

Manager at Bayshore Ottawa, Michelle Pine (don't know if it is correct spelling) refused to give me her name so I could file a complaint because she said she was on lunch. Assistant supervisor also would not give me her name. After another irrate customer gave me Michelle's name and when I let her know I had it and she became infuriated demanding to know who had given it to me. She started screaming at me that I had no right to know what her name was and then continued to scream for someone to get security. Unbeleivable! Not only that but she also had a physical confrontation, grabbing at and pushing another irrate customer. There was one cashier with about 30 people in line while 2 supervisors were acting like morons adding nothing but confusion to the situation. I must add that I am a 65 year old woman, not some hot headed teenager.

Hi,
I purchased a dress from Zara for a party and the strap of the dress broke off in the party ( extreme embarrassment), when i called them to exchange and get a new piece for the same dress, their apparent team ( useless and unequipped)decided after 2 reviews that they would not exchange it because its apparently not a production mistake and its my mistake ( wow! Extreme respect towards your customers! Keep it up Zara) I have purchased from Zara in turkey, USA, UK and India their customer service is globally bad. If you'l soon dont learn to respect your customers you wont any left to sell it. High time that their standards increase like their price does.

Worst customer service I have ever experienced!
I order five orders from ZARA on Thanksgiving. But I lost Two orders and they said they are not responsible for that! That's ridiculous and unacceptable!
I have called them three times and E-mail them Three time. Every time I called them they told me they will call me back in 24~48 hours BUT THEY NEVER! Every time I E-mail them, they said they have investigated and Fex EX said my orders have been successfully delivered, so they take NO responsibility, they will not give me refund or replacement, or I can contact with Fex Ex myself!. I don't know if those two orders have been delivered, what I know was I have never seen them!

This is the first time for me to write a comments since I am sooooo mad and sad about that. Actually Zara was used to be one of my favorite brands, and I always brought a lot from them, but this is my first time to experience their customer service and first to feel how SUCK it is!

They are too incompetent to give the delivery service the correct address and contact information so my order was never delivered to me and sent back to the warehouse so I was told I have to reorder everything which at this point everything in my size is either gone or three times the price because the sale is over. ITS A SCAM. They are so rude! DO NOT ORDER FROM THEM. If you must buy their stuff do it in store where everyone will be rude to you and charge you an absurd amount for their average clothing. WORST ORDER EXPERIENCE EVER. DONT WASTE YOUR TIME AND MONEY. ITS NOT WORTH THE HASSLE