I went to the shopping in Zara Westfield London. I took my shopping to the casher first I asked her to check one shirts price but the shirt had no tag, she had no idea how to use the system when she scanned the shirt she couldn't delete the item and stood there for a good few minutes, I then joined the line agin and went to another counter to pay. That person made me laugh again he couldn't speak proper english, he scanned one off my shirt and I noticed the dress belt was missing I showed him the fittings for the dress belt and he refrained from taking my concerns any further. I then requested to speak to the manager and once the manager came then she offered me to either buy the item as it is or she would send it away herself as a faulty product rather than offer me some kind of discount or replacement as a manager should do when dealing with a customer in need within a retail environment.

Boy was I fooled when I wanted to buy some clothes for the holidays. I bought $150 worth of clothes and they completely stole my money! The issue was that it apparently "delivered" to my house but when checking the address it sent to, it was the wrong address. I was met with a bunch of reps saying it was not their fault but the facility that was sending it "On Trac" so I called On Trac and the address that was given to On Trac FROM ZARA was the WRONG address to begin with. I try to get a refund but again to no avail. I keep calling because I think this is a huge scam. They took $150 from me and did not want to help me with my items. At some point they were willing to compromise and give me another package to the right address this time and they even send me a confirmation email. I didn't feel comfortable so I went ahead and I called the facility that handles the packages and guess what I found? ZARA gives them the WRONG address again. Seriously Zara GET IT TOGETHER! It's not that hard, after 3 tries, you should have really gotten it together. Terrible company, if I can give them NEGATIVE 5 I would. DON'T DO IT. I BETTER RECEIVE MY PACKAGES OR MY REFUND OR THEYLL NEVER STOP HEARING FROM ME. ILL CALL THEM FOR YEARS IF I HAVE TO.

I ordered over 40 items and realized one little blouse missing, contacted customer service and got a message that warehouse said they shipped the item. Swear God, I opened the boxes with my two kids and it was not there.
Do I have fun wasting my time trying to do the right thing over a little cheap clothes? No. I just simply can't pay for what I didn't receive. Zara cs says they can't refund nor replace at all at this point.( it took a while for them to figure out to answer me) I asked them to solve the problem since it's not solved on my side yet. I don't know why I have to write this on Christmas eve in the middle of baking cookies with my children. I don't usually write reviews. I'm very upset about their way of avoiding customer service. I won't pay for that blouse that I didn't receive. I'm getting a refund no matter what.

This Shop does not understand customer care or service, i have tried for a week to raise a serious complaint and still no one will call me back. I have been deliberately lied too on 6 occasions and have had to call over 10 times as well as send 6 emails and still nothing!
The amazing thing is that the issue was there fault in the first when they sent me someone else's order! I would strongly recommend not using there online shop as if you get a problem like i did they will not resolve the matter.

Honestly if there was an option for 0 out of 5, I would given it that review. The customer service is terrible. They cancel my order and claims that it was under "security reason" and their "system" was at fault. They are rude and completely useless in helping customers. They keep lying and cannot keep up with their lies. DO NOT BUY ON ZARA UNLESS YOU WANT TO BE STRIPPED FROM YOUR MONEY, WASTED OF TIME, OR TALK TO IGNORANT PEOPLE.

I ordered a coat on line to be shipped to store nearby for me to pick up. After several days I got an email from Zara saying it'll be in the store on Friday, went to the store on Saturday to be told the order wasn't there yet. I was told from the clerk in the store I should be getting another email to let me know when it got there. A week goes by, I hear nothing, so I called the customer service, and the rep tells me she doesn't know when it will be in the store. So much for help!
So, I guess I'll wait some more, I don't know how long, but just wait-----

Never shopping online at Zara again. I returned two of the lace-up heels(ones that look like Gucci knock-offs) in the mail, but was only refunded for one item. Their reasoning was that since "they only received one item", it was assumed I never returned it, even though the receipt inside was marked with two returns. My guess is that someone stole the shoes in the delivery process. I shop online all the time, but have never experienced a problem like this until I ordered from a store like Zara. Zara online/customer service is unreliable and unhelpful. I was never refunded for the item that I RETURNED. Please avoid using their return mailing service. As a result of this frustrating issue, I am never ordering from this stupid store ever again. Bye bye knock-offs.

I ordered 3 dresses for each of my sister in laws. Unfortunately, one was too small. We eventually got together, she with the dress and I with the receipt, and we went to the store to exchange it for 1 size bigger. We found the dress in the right size (they had plenty in stock) and at the register the manager is there and tells us they cannot do the exchange because 1 month has passed according to my receipt. By the way I received the package on October 10,2015 (i have the delivery proof in my email) and we went to the store Saturday, November 15,2015. The dress is all over the store and on the website and didn't go on sale or anything like that. All the tags are attached to the dress too and its obvious the dress could not have been worn (it's white on top). But I was given a customer service number told they would definitely help since it was an online order and we were sent out on our merry way. I then called customer service hoping they would actually help and was told that they would "INVESTIGATE" the matter and i would hear back from them in 1-2 business days. Today, I get a voicemail from Zara saying my "CASE was investigated and no exchange would be possible" and that it was "reviewed by the HIGHEST AUTHORITY which no one could override." I had to listen to it a few times... Investigated? Case? Highest authority? WHO ARE THESE PEOPLE?!?! IT'S ZARA! It's an unworn dress, tags attached, receipt in hand, in stock both in store and online, that I am trying to EXCHANGE for a 1 size difference!
I don't get it. I know every store has its own policy, but shouldn't customer service be valued as well? I can understand if i bought the dress a long time ago and it was out of season now or something like that but it was barely a month ago! I had the right size in my hand! They are not losing anything and could put this dress right in the other's place and sell it right away for the same amount! And after wasting all this time, I am now stuck with giving her back a dress i know she can't zip!

HORRIBLE!

Terrible customer service. My package was lost. FedEx did the investigation and confirmed that they cannot locate the package either, although their web says it was delivered without signature. Only thing need is Zara to file a claim with them so that they can do reimburse. But Zara's customer service reps did not even want to make a call but only said they have no liability to the delivered package. I was so pissed! Never seen anyone doing business like this in U.S.!

I JUST purchased a cardigan sweater from Zara Georgetown DC (Wednesday 11/11/15). I took the tags off and decided to wear it the very next day (Thursday 11/12/15) to work. By 10am there was a small hole in my right sleeve. By 11am this small hole turned into a 3inch hole! The thread was just shredding every 20 mins. So by lunch time I decide to take it off and go down the street (I work in a retail area) to exchange it. They told me that since I took the tags off, I couldn't exchange it. I complained that I hadn't even had it for 24 hours before there was a hole in my sleeve. How can they stand behind their product. The cashier then gave me a 1-800 number for customer service. I thought maybe this would be a better option then simply talking to a cashier that can only take orders from their managers. NOPE, I was wrong. The 800 customer relations number was just as unreasonable as the store cashier. All they kept saying was "you took the tags off". I said "should I have worn the shirt with the tags on throughout the day... I JUST BOUGHT IT YESTERDAY!?" They would not budge.

I have been a Zara shopper for the last 7 years. Now I will never go back (on principal alone) and spend my money on a company that is not reasonable and will not stand behind their quality of clothing. Over the weekend, I sewed the sweater back together so that I can at least wear the sweater and so that it didn't go to waste. Never thought I'd have to re-sew a sweater I had for less than 24 hours.

Zara, you could have easily exchanged my sweater. I was NOT asking for a refund. Now you have lost a customer over a $35.00 cardigan. I'VE READ OTHER COMPLAINTS ABOUT THIS ALSO.