I bought a pair of sandals from Zara. (Items - Flat Chain Sandals Ref 2660/001) the metal chain started to come off after I wore them three times. So, at first I decided to call the customer service as I no longer had the receipt. They told me not to go to the store, instead to fill out the contact form online and wait for their response within 5 business days. Finally, I got the response telling me to go to the store after all this wait.

When I got to the Philadelphia center city store, the cashier told me that I was not the first one bringing these sandals back. She then called the manager. The manager came but she refused to give me a refund because I didn't have the receipt. I told them that I can show them my credit card statement as a proof of the purchase, but she refused to accept it. She said that she can only offer me an exchange with the current sale price and I had to do the exchange the same day. I told them to forget about it and just to give me a note stating their denial reason, so that I could file a claim via my credit card purchase protection. She said no because they had never done that. So I asked if I can at least get a store credit because I really didn't have the mood for shopping, after all I was annoyed by the discussion. She again said no. She then said they normally don't offer exchange for worn item; she was offering me an exception since her sister also bought the same sandals and the metal chain came off the first time she wore them. According to her, that was why she offered me the exchange and that was the only thing they could do for me.

I was extremely disappointed! They obviously knew that there was a manufacture defect and yet they refused to give me a refund or store credit. They should recall all of it instead of keep selling a bad product. They are still selling them in the store. I understand if you can't give me a full refund without the receipt, but not even a store credit on the current sale price?! That's unacceptable. Any other retail stores would have given a store credit for manufacture fault. An exchange was all they could offer and it had to happen the same day and at the same store?!

When I got home, I went online and discovered that there are many bad reviews about their customer service. I just can't believe a large company like Zara would have this terrible customer service.

I ordered a few items from Zara 2 weeks ago. 2 of the items were fine, but the 3rd, a skirt, was in poor condition and extremely tiny. I made my return request 20 minutes after receiving it, and shipped it out an hour later. Customer service called and said I would not be getting my refund as it "looks worn and damaged". I had to call them twice since to explain that I could not have possibly worn it as I returned it within the same hour I received it. Apparently they're doing a "review" to decide on whether or not I'm a liar. What kind of business is this? They now have both the skirt and my money. It's like I paid money to feel angry. I've never encountered such poor customer service standards. The second woman I talked to even got aggressive with me. How about just giving me my refund? I'm never shopping at Zara again and am letting all my friends/family know not to as well.

Really don't understand what everyone on here is talking about. I have been shopping Zara online for over a year now (probably at least once a month) and it's wonderful. Shipping is free (over 50 - very reasonable) and fast! I always receive my orders within about 3 days. Customer service is also very great. I have never ever had a problem. Ive had to contact them a few times via phone and they solve the problem super quick, within minutes! Just my last order I used my prepaid return label and decided I then wanted to return another item so I asked if I could have another one or would I have to pay for the second return myself (which would have made sense) and they sent me another one immediately! Zara is definitely my favourite go-to online store.

I gave my mother a mother's day present from zara. They told me returns/exchange within 30 days. My mother went to exchange the present but could not find her size. Unfortunately zara does not give store credit. Not only that, my mother was not even able to exchange without my credit card even though it was a gift. Will never be shopping here again, terrible place to give someone a gift knowing they will be stuck with it if it doesn't fit or isn't there style because of their terrible return/exchange policy!

On-line shopping with ZARA is amazing. Very quick delivery, I also chose the Standard Delivery and it arrives the next day. Items are carefully and nicely packaged with some quality coloured-paper.

Clothes and especially the perfumes are great! However, I wish ZARA did Student Discount so I could use it. Clothes are expensive at ZARA but they're amazing quality, and when they do sales it's always great stuff and crazy discounts! I got a t-shirt from £39.99 to a £9.99.

We ordered clothes for our baby from Zara.com for the first time. One pajama had a hole and we noticed it only after it was washed (of course, you don't give your babies unwashed clothes to wear)

We sent the pajama back but Zara.com customer service said they cannot accept it as it looks worn (of course it does as it was washed!) And the item will be returned to me and I need to send images of the item and then call their customer service and explain them what happened and then they will take a decision if they can take the item back. Can you believe it. So much for customer service and so much trust in their customers. Not once they were apologetic or sorry for the poor quality item that they sent and the trouble we faced.

Amazing. In this day and age, this is not something one would ever expect.

On holiday in Sydney and had a shopping day with my daughterinlaw. We don't have Zara in Auckland and after shopping there in Sicily a few years ago was looking forward to the experience again... I couldn't have been more disappointed! The quality of the clothing was terrible! What has happened to you Zara? Gone are the days of been a great shopping experience with good quality clothing at a resonable price. Someone... bring back the old Zara!

I ordered some white eedge shoes from Zara on- line. They arrived with a complimentary huge black stain on the front. Only someone blind would have failed to see the stain. When I rang Customer Services the man's attitude was disgraceful. He told me if I wanted them I would have to order them again and pay twice with another postal charge. He said that a return form would come for the damaged shoes into my email account in two or three days and then I was at liberty to post them back and get a refund in around two weeks. I was on the phone for 30 minutes for no reason as he kept going away from the phone and at no time did he apologise. Therefore, with the phone call, the extra postage and the two week wait for the return of my money, along with the hassle of returning the shoes, I would guess I'm about £15 out of pocket because they sent out a new pair of shoes that should have been thrown away. Disgusted doesn't come close to how I feel. I WILL NEVER ORDER FROM ZARA AGAIN And I suggest that if you want to be treated well, you shouldn't either.

Bought t shirt I really liked in La Rochelle - one wash - it shrank... back to store - unconcerned when I didn't have till receipt - how else could I have it than buy it - really good security in store - manager stopped mid sentence with me to talk to someone else. Shan't buy anything else there again - t shirt too small now to look good so I shall wear it and show & tell everyone how rubbish Zara is now... come back M&S - all is forgiven and appreciated now - they really care about customers!

I wish I had read the reviews on Zara before purchasing anything from them. The customer service is absolutely horrible! They have the rudest staff I've ever ran into, and if you think you will get better service from the head office in Montreal, forget it! They are useless! They are happy to see you spend your money in their store, but if you are unlucky soul with an issue, good luck! My word of advice to my fellow shoppers is, save yourself the headache and spend your hard earned money some place else that cares and actually appreciates their customers. I am never shopping there again!

Worst customer service, horrible staff in stores, return/exchange policy is ridiculous. I was one of Zara's most loyal customers. Spent thousands over the years, until I wanted an item exchanged after 30 days of purchase. I did not know about their 30 day exchange policy and that part of the receipt was rubbed off! I went to the store and they treated me like I stole something. The staff, the manager, it was ridiculous. They said I should talk to head office which cared even less! They refused to do anything and lost a customer over a $40 top that I was going to exchange for $100 purchase! Terrible company!

I order a fall collection for my daughter on line and loved it. I also purchases clothing at stores in holland. I placed a spring order of $500 dollars and washed the items after my daughter tried them on. They shrunk! Shrunk ALOT! Over one inch all around. The items shrunk a whole size. Especially the pants and leggings. So needless to say the pants dont fit and they wont take responsibility for it. Terrible customer service after numerous emails. Sending photos. Delayed respinses. A week and half later to tell me NO sorry!
NO sorry no more zara for me!

I was a loyal shopper of Zara online for years. I bought some items last month which I made a partial return. They claimed they never received 2 of the items I returned. They "searched" their warehouse and then said they would close the case.
After years of MY loyalty, I am shocked at how they could just shut me down like this.
When I returned the items I noted these 2items were not in the paper receipt in box but I noted them as being returned on the online return request. Honestly I think they have a thief/dishonest worker in their warehouse.

UPDATE- 8/2015
I escalated my complaint to corporate as I was still bitter with the experience esp since I knew I wanted to continue my shopping relationship with them but for that to happen this situation needs a resolution that I find satisfactory.
Luckily, through my letter I was able to get my deserved refund. Now all is well.
So I add some stars back to their rating due to the (actually prompt) response from the headquarters regarding the matter.

I found these beautiful sandals at Zara regents street. There were two pairs in my size, both in poor condition. So I've decided to check in another store where again, these sandals came nothing near fresh. I bought them anyway in hope that I can exchange them in their Oxford Circus branch, the one opposite topshop.

I found the pair finally but the left foot was again in a poor condition so, I asked to exchange only the one side that I need. The assistant started pulling an unhappy face and said it is impossible. So I asked her why. She started making unhappy noises which is honestly unprofessional and ridiculously inappropriate. She scanned the pair and shuffled everything behind the till so that I couldn't see that she still gives me what I don't want.

Honestly, I shop a lot from Zara as I find a lot of nice pieces but your customer service is awful. Bloody awful.

My experience with the Zara in East Kilbride (Scotland) in the town centre has been disgusting the manners of the staff make me NOT want to shop there as I have shopped there for years yet they still look at you like a piece of dirt on you're shoe! I tired to take a dress back that I bought 4 days before to be told that I have wore it it and that they will not be taking it back leaving me with a dress which I don't like unworn and very angry I basically was getting called a liar by the manager which attiude stunk! Not one person in that store would want to help you with clothing or even talk to you when buying a top I will never be shopping in that store again absolutely disgusted!

Having bought a pair of black and white 'pony' shoes the studs began falling off. So I returned a pair with receipt found in rubbish bag!... they were replaced with the only other pair in the store[ Melbourne] size 41, the following morning more studs were gone on the second pair. I went back this time with no receipt as it was gone down the rubbish shute... and the person who served me the day before was unable to give me a refund as I had NO RECEIPT! They were obviously faulty. And as I was flying home to NZ that day I did not want to accept the offer of an exchange for other goods to that value.So here I am still counting the studs as they disappear. My very bad luck!. Bad shoes. Bad service!

I bought a long-sleeved red dress from Zara on 5th Ave, NYC in late January this year. I loved the style and color, so when I saw that it was on sale, I grabbed it. I decided to hand wash it (as per instructions) first before wearing, since it looked like a store return. I was flabbergasted when I realized that the dress has shrunk! It was no longer a dress, but a blouse with 3/4th sleeves.
I am a new Zara customer and this is a huge disappointment. Of course I can't return the item anymore since it has been washed.
I advise new customers to NEVER shop at Zara- VERY POOR QUALITY! It's an embarrassment.