I began shopping at Zara in 2004 and have decided that I wll no longer buy clothing there anymore. It's one thing for stores to employ obnoxious employees but to cut back on the amount of cashiers thereby having shoppers waiting 15/20 minutes to make purchases is totally disrespectful. Now to find that they have consciously decided to resize measurements on their clothing is the last straw for me. I use to wear size 8 & 10 Zara clothing, be happy with the length of their trousers and the width of their sleeves, I still own and wear trousers I bought 3 or more years ago that fit! Now I cannot buy trouser, skirt or jeans past my mid-thigh never mind the shirt sleeves being too tight and too short! I know the owners have decided to go with Euro sizing but come on? Don't they know the reason why there are so many 8, 10, 12 on the sales rack is simply because they are much too small! It's because of these two reasons I'm back to shopping at Bloomingdales, JCrew and Gap, they at least realize American women have recovered from the depression era's malnutrition?! Fact is the average American woman is a size 12, why push your European beauty standards on us. so yeah, I'm done.

Rude, dismissive sales people. Headaches when needing to return garment even when all the tags are still intact. I like Zara clothes but will hesitate purchasing again unless I try on the item and honestly evaluate it in the small rooms so no return will be necessary. And obviously, will not use Zara for gifting... wouldn't put my friends through the hassle if it isn't exactly what they want. Zara Corporate really needs to consider these reviews with concern and improve customer service.

The worst customer service and the worst return policy ever, i got something online but i back it to the shop on Rockland mall, Montreal. They told me that my money will be refunded automatically within 14 days. Till now its 40 days and no refund. I called customer services 4 times but they neglecting the issue totally. One of my friends also has the same problem in her refund. Not recommended at all.

I purchased two items at the Zara store in Markville mall. I could not find my receipt. The day I purchased the clothing I was I. Line for the longest time with 10 bags and my gym bag I just wanted to pay and go. I bought my purchases. When I got home I tried the jumper I bought and it was a little small. I came back to return item and the manager was not nice at all. She said we need receipt as proof you purchased. First words were an insult. Are you kidding me You treat your customers like shop lifters? Needless to say in stuck with clothes that don't fit. However end result is I will NEVET shop at Zara again and once i shared this story with my family no one is going back again. I lost out on $60.00 but Zara lost out on thousands.

I just read the review from the "Dubai purchase" review and it sounds just like what my review and complaint is going to say. I washed my purchase before wearing - it totally shrunk! But, I can't return it because I washed it. You can't return washed items! Even when washed according to instructions! How pitiful is that?! Also, if you notice on the website, they don't have a Review spot on the site for each garment. Hmmm... I suggest if you're interested in a Zara item you'll find the better buy somewhere else! Don't waste your time here! They just want your money!

Bought a top in Dubai, which I washed according to the instructions inside the top. The result was a top which was at least 2 sizes smaller. Lt for lille. Now Zara disclaim all responsibilty and say they have a ploicy of not refunding anything bought in one of their shops abroad. Ok, so I am expected to buy a plane ticket and go back to Duabi to get a refund for a faulty product? Unbelievable that Zara will not refund the mony when their product is faulty! I cannot believe that such a large international organisation treat their customers this bad. I have had a lengthy email correspondance and telephone conversations with Zara customer service and already here something is wron. Why do I have to spend this much time with customer service, when all I am guilty of is buying a faulty Zara product!. They would not send me an email address of a manager, but could get a manager to call me, which I am still waiting for... I am never ever going to buy any of their products again when this is the way they treat their customers:-( DO NOT SHOP ZARA!

Terrible customer service, bought items 28th December. Apparently their supplier Hermes attempted to deliver 3 time, but only provided 1 blank delivery card with zero contact details or next steps. I then contacted customer services numerous time over a 2 week period before being given told I need another tracking number (19th January 2015). I am still awaiting for the tracking number 11 days after the last failed attempt to delivery.

Your customer service has no answer except to say "I will put a not on our system"... WOW! Appalling service"! Zara is definitely not joining up the dot between your customer, suppliers and customer service.

…I am so over Zara & Zara.com, I used to love shopping there but, their customer service is absolutely awful. I am done. I recently purchased a sweater online. I was so excited when I received my package, only to find snags in the knit and it smelled like perfume. The tag was banged up, it was CLEARLY a return from someone else. I went online to just re-order another one and of course it was not available. I went to my local Zara in Garden City, Long Island and tried to seek help from their staff. They were rude, and unhelpful. They didn't have the sweater in the store (which they made me search for myself), then they told me they were UNABLE to do merchandise look ups for sale items (btw it was on sale for $70. It cost more than 80% of their full priced merchandise) and, they couldn't give me a price adjustment. Wtf! What kind of service is that? This is not my first bad experience with Zara. It's simply just not worth it to shop there anymore. The quality of their clothing has gone down as well. It's now become just an over priced Forever 21. They have the exact same stuff. They just lost a loyal customer of 17 years. I've been shopping there since 1998, before they even had a website or a children's line. They were still called Zara International.

They told me delivery within 5 working days. By that time I recieved nothing. After that date I told them I wanted the delivery redirected, which they said that they would do (by email). It then arrived at the initial address, still a day later than usual. After this time I called them up and they could do nothing but say that the 'system' had been changed, so I have to pick up the pieces of getting the parcel to my new location because they screwed up. Really poor customer service.

Website has kinks! Tried to put order through but at the last page an alert said "one article in shopping cart was out of stock. Please review shopping cart." Then there was button that took me directly back to the cart. Problem was there was no indication at all of which article was no longer available. I even clicked to every product page to check but none had any indication of being out of stock. I don't know how to proceed.

I ordered a pair of cute boots for my 8 year old daughter. She wore them for month in a half and the zipper broke. Assuming it's not a big problem and zara will take care of it since the boots were not even worn for one season I called. Was told to take pictures and file a claim. 2 weeks later received a call from a zara rep saying that they are unable to exchange or return because it's normal wear and tear and not manufacturer defect. So I'm out $90 and had to buy a new pair ironically from zara again while I waited to hear back I saw another cute pair. I assumed they will stand by their product and take care of the problem. I have a box that came 2 days ago of clothes my daughter has not even tried on. $260. All will be shipped back first thing tomorrow morning. I have a pair of dress shoes on order for my husband will return as soon as I get them. Will not recommend anyone do business with a company that has such a terrible return policy for obviously defective merchandise. There should be a disclaimer on the shoes they sell..."will last for 2 month only" or "wear on Sunday's only, not for everyday use". Will never buy from zara.com again. Nordstroms has the same prices but I've never had an issue like this with them. I'm shocked.

Zara has some beautiful things. First off i never buy anything full price there. I'm always lucky to catch a good sale. However the quality of the clothes can be iffy at times and the sizes are not consistent. I'm a tall girl, 5'9 and wear from an L to an XL. I'm lucky to find some outerwear, tops and dresses to fit my frame. I wish that they were more realistic with their sizes because the average girl would like to look nice and rock their fashions. We are not all fortunate to be 6'2 and a size 2

I placed an order for a christmas present 12/1, on 12/8 I received an email stating it was shipped. 12/12 I called for a tracking number, was given it and the shipment was no further along than a label created. I called again to find out what was going on, was told they would look into it and call me within 48 hrs. Still never heard from them. Called again. Finally got a call 12/16 saying there was an incident with my order, did I want it or did I want to cancel. Asked for it to be shipped express so I would have for Christmas, Now over 2 weeks since order placed. 24 hrs later order still not shipped and was told express can mean 4-9 business days. But would not be charged till it shipped. (except I was charged 12/9 already) Cancelled order and requested refund ASAP! Will never deal with them again.

I ordered several items on zara.com with 30% off on black Friday, but zara sent me other person's order. I returned the package back to store. The store staff told me it's all zara.com's fault, not her fault. I asked her if I could get my stuff from store since I already paid. The store staff reluctant to help me and told me she's not for women department and couldn't help me. I called zara.com customer service for my missing order. The customer service told me my order items are sold out, and someone would contact me in 1 or 2 days. Actually, several of my items are still available on line, but I still hope zara could find my order package. The customer service on the phone didn't search on line for me. I wait for 4 days. Zara's customer service called me said they refund to me, and they couldn't do anything. Zara customer service is the worst one in USA. Because I order from Zara, I have to send the wrong order back to store and the store staff use my data plan to search my order. I waste so much time and money and got nothing. NEVER PURCHASE FROM ZARA!

I purchased 3 pairs of pants on Zara.com as my second purchase from the retailer during their Black Friday sale (11/28/2014). When the pants arrived (all the same size) i noticed that all three pairs fit differently - one pair fit, the second was tight on the waist and the 3rd didn't fit at all. So wanting to exchange the pants for a larger size I contacted Zara (who has no posted exchange policy). After 3 unsuccessful attempts to communicate via e-mail where the responses were short and did not address my questions, I decided to call Zara. The response that was echoed was: Zara.com does not offer exchanges for purchases made online. I have two options: 1) bring the items to the store where if the prices have changed I would have to pay the difference for the exchange. Or 2) return the items through the mail and make another purchase.
The nearest store to me is 4 hours away (8 hour round trip) where I would have to pay the extra money anyway, or two pay the increased prices online. Effectively a complete lack of customer service. When I expressed my disbelief at such an antiquated policy I was informed that she was the manager and nothing could be done - this is how Zara works.
All in all - the 30% off sale was a good deal and even though we're only talking $60ish dollars the principal of the matter is business is built on customer loyalty, support, and flexibility of which Zara seems to have none.

I ordered a jacket from Zara online. The jacket that arrived was defective and had obviously been returned before; it was also marked down to $59, but I had been charged $199. I went to their website, filled out a return request, and dropped the package off at UPS. Twenty four hours later, I got an email from Zara saying I should send them pics of the defect do they could decide if it was in fact defective, and if it was, they would then approve the return.

Their return policy on the website only stated "Items must be in their original condition and you will be required to present the corresponding receipt." But now they are saying I can't return the jacket because I did not get their approval first, and they are going to ship it back to me.

So I am out $200 for a messed up and unwearable jacket that they had marked down to $59.

I will be following up with my credit card company to dispute the charge, because this is clearly fraud.