Placed an order with Zara and noticed I accidentally selected in store pick up. Called right away to change to be shipped to my house but they weren't answering phones anymore. Then emailed them instead to notify them that I wanted this order changed or wanted it cancelled. Instead of doing so sent out the order anyways 2 days later without speaking to me first and later told me that it couldn't be shipped to my house or cancelled. Poor customer service!

Didn't have time to return merchandise and was near Zara at the 42 st store and while I was purchasing other clothing I wanted to return the mix match slippers that was never worn and still had the rubber plastic piece to hold the mix matched slippers. They told me I had to go back to the store I bought from. That's their store policy. So I said it's not on the receipt, the manager reply we know it.
So I said how about the consumer. She said because is a mix match shoe. So I have to go online and fill out form. What a B S. For lousy slippers. Even corporate reception didn't want to help. So I asked is their anybody above you and reply nobody's here. How about the persons name, wouldn't give the person's name.
I'm going back tomorrow and return all the clothing I bought yesterday.
I guess they are making too much money,
When I return the clothing tomorrow,
They're going to have $500 less.
I'll have the last laugh. Hehehe

I ordered two items on 11th july 2015 online to be delivered to the Manchester store. Although I received confirmation a week later I hadn't been told that it had arrived. I made a phone call to ask about this and was told that it hadn't been scanned so didn't know, and that they would chase it up and let me know in 24 hours. I heard nothing and rang them again to be told they still were unsure were it was! And to wait 48 hours... 1 week later I ring again very annoyed about this as I had already paid the £31 for these items. This time the lady on the phone sounded helpful and apologised. She asked me if I wanted my money back or she could order these items again and have them delivered to me free of charge. With this I felt confident that all would be ok. She said I would receive it in 2 or 3 days. That was 5th August! I was so disgusted I rang again today 14th Aug, to be told... that she didn't know her name was Claudia, and she did apologize but didn't sound sorry! I have now said that I want my money back! She said she would put that through! And guess what? It will take 48 hours. They need to sort out their staff and systems! I just wish that I had read the other bad reviews on here before I ordered>

I had the worst customer service ever in my entire life with Zara. After purchasing an item from Zara.com and after only one wear and proper wash, the threads started to coming of the trim of the cloth like crazy and simply became too out of shape to wear. I contacted the customer service, not to mention how slow it was to get an evaluation on the case, the tone of the customer service simply seems indifferent and ignorant. I sent the pictures of the misshaped item to them and it finally came back saying that the problem is not a manufacturing defect and they decided not to do anything about it. I'm totally pissed off by this as if it were not due a manufacturing defect, how come all the threads are coming off like that. Still it didn't show any empathy or understanding of my frustration. It totally blew up my mind with its customer service, as for a reputable brand like Zara, there is more to be expected beyond the styles. Any other single fashion brand in the US has done a much much better job than this and I have to say it is the only fashion brand in the US that I have had such unpleasant experience. Be careful of the quality of the product, it you wore it and washed it and it started to tear apart, they think it is your own responsibilities! I'm not a review person, but I am too angry not to share my experience with other fellow shoppers. :(

Personally, I love Zara, I'm always shopping there. They are one shop you can go to where you know they'll have something different every time you go. Never had a problem with them, so 5 stars from me! Xx

This was my first time ordering from Zara. Shipping was pretty quick, and I love the way they packaged the clothes. Everything was SO quality and cute. Right after trying everything on I had to find a way of writing a review because I am so excited about the things I got. Also, the sizing is pretty spot on. I wear a size small for most things, and everything I ordered fit perfectly. I definitely plan on shopping here in the future, my only regret is not ordering more :)

I placed an online order of 6 items, but only 1 item was delivered to me after 3 working days. As no tracking information was provided, I emailed customer service about this issue. However, they did not help out but asked me to call 0800 customer service instead. Then the following ten days was a nightmare! I called customer service again and again, chasing them to track the remaining items or at least, let me know if they can still deliver them. However, customer service people did not help at all! They promised to track items and send me information but did not do so. The lady even just hang up my phone when I said I was really disappointed with their service!

How could a big brand like Zara did so! If they could not guarantee delivery safely and on time, or if an apology is impossible for such a mistake, they'd better stop doing this kind of business! WORST ONLINE SHOPPING EXPERIENCE!

My daughter is regular customer and three times she had a chance to buy their trouser and jeans and they ripped from different places. Recently again when she bought Jeans $69.90 they ripped from sean next to zipper. She went to exchange and they refused saying we don't know how many times you have worn it etc so she had to buy another jeans from American Eagle. It was ridiculous therefore, I called and spoke to the manager but she plainly refused to help in exchanging. I am surprised that how cheap material they use to make clothes for people that can be easily torn while wearing etc. I told my daughter next time no more shopping from Zara their customer service is very poor and they are looting money only from people.

Ordered a dress online and it was shipped without the tags on and dress was damaged - had about 3 snags in the fabric from the built in belt. Brought to nearest store to return. Eva at the Robson store in Vancouver was the most unhelpful and had no common sense. Showed the exactly same dress off the rack from the store, with the exact same problem of snags. Eva, another manager who was more interested in chit chatting with her friend and an online rep all refused to acknowledge that their merchandise is defective. Have pics to prove, wish I could post here. Their shipping slips does not disclose their store policy. Basically if they ship you damaged products, you're on the hook. I lost $50 but will never shop at Zara again. Eva can rot at Zara to help rip people off. Buyer beware of the thieves posing as customer service reps at Zara.

Every thing I have brought from Zara have been amazing. From Coats, jeans, jumpers, bags and tops. They feel more superior quality and more stylish than other high street shops. The prices are fair too.

Bad reviews on this site are mostly about customer service, which I have never had a problem with. Most of the unfortunate events are down to individuals working for Zara, not the Company, and people with a bad experience quite rightly vent their frustrations on here but more good reviews are needed. Overall its a great company.

(Also Zara sales are Fantastic!)

My credit card number was stolen and used online at this store. I noticed it immediately when it happened. They could of stopped the package from being shipped to whomever ordered it. I've provided the store with everything from the screen shot of the withdrawal of my bank account, to the paperwork stating there was no card present. They claim they can't find proof! I just sent you everything you asked for. I've been calling everyday and I'm not going to stop.

Bought a pair of heeled sandals on Thursday 6/25/15 on sale marked $19.99, got home only to find out while putting my purchase away that I had gotten charged $29.99. Wore the sandals on Friday 6/26/15, when back to the store on Monday 6/29/15 with the receipt and the label from the sandals to ask for an adjustment, first they told me that the label had to be attached to the shoes for me to get a refund, I said I had already worn the sandals, another employee stepped in and said, they only make adjustments if cought the same day of purchase, I said I wasn't asking for an "adjustment" I was overcharged, she plain a simple said, I'm sorry if you don't complain the same day you just dont get your money back? I was so puzzled I didn't know what to say! I work in retail and in my anderstanding that's a consumers affair violation, I was overcharged and it suddenly became my error I didn't notice the same day and while still in the store. It's an only $10 mistake, but I'm really upset about the whole made up policy that should be illegal, it's false advertisement. Ive been a loyal customer of Sarah for many years I shop there for myself, my husband and my 8 year old, love the clothes, but their policies are just plain unheard off! It's the second time I have a bad experience when trying to return something, or trying to get a mistake fixed, not a whole lot of money, but enough to keep me away from ever shopping in any of their stores or shopping in line. Very disappointed.

I found a leather jacket online that was only in stock in a store 6 hours away. I called the store and asked if I could buy it and have it shipped to me. Nope. I asked if they could transfer to a store that I could pick up. Nope. I asked if I could pay for it and have it held there until I visit that city sometime soon as I do go there several times a year. Nope, can't hold the order for pick up. After talking with two people and suggesting all of these options, they finally said, we can't take your order over the phone... wtf? I like the fashion style but their business model sucks.

Yesterday my family visited a Zara outlet in Brighton for routine shopping, where I come across very unexpected situation. I noticed on checkouts Zara staff were not removing security tags off the products after being sold. I have seen quite a few customers gone out of the shop when security detector alarm keeps going off customer been searched feeling embarrassed. I still got stuff I bought for my newborn with still security tags attached. I didn't bother diving 30 miles back to get security tags removed. One of the things was also on my mind.
So decided to draw manager attention. The only answer I was looking for " ok. Thanks for pointing it out. We try to fix this issue asap." But manager without any name bagde. I didn't even know whom I was talking to. She becomes highly argumentative and rude for nothing. She didn't even consider the the mistake, I was trying to point out. So unprofessional zara management. Totally disappointing behaviour. Maybe she is hard work, but clearly has no management skills in zara management.
Surprisingly, no one wears the name bagde on zara shop work floor. So I asked for her id which she giving me *******. I want to see some improvements at zara if they want us as customer.