ZARA
Global fashion retailer offering apparel.
How customers rated this site
1.4
(Based on 20 reviews)
5
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1
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About ZARA
ZARA is a multinational fashion retailer known for fast-fashion, offering trendy and affordable apparel for men, women and children, with a wide global presence including stores worldwide and an active online shop.
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ZARA Reviews
David Carter
Oct 22, 2025
Zara customer service.
How hard and annoying can this company be? Having worn a knitted garment three times and it began to pill, I tried to return it to the store, but they said that was 'fair wear and tear'. Local management refused a refund and sent me to their customer help page if I wished to push issue. That site... How hard and annoying can this company be? Having worn a knitted garment three times and it began to pill, I tried to return it to the store, but they said that was 'fair wear and tear'. Local management refused a refund and sent me to their customer help page if I wished to push issue. That site is just a chat line. After many questions from them I was cut off as we neared any clear conclusion. Left in limbo, there seems no point in chasing the matter with them directly at all. People should see that Zara does not take part in any chosen arbitration like Resolver, again making me sure the firm cares little for customers. That lack of help leaves me unsure about where to go next.
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Marta
Oct 21, 2025
I returned an item in the Zara shop and…
I handed back an item at Zara in August, at the "online" return desk. By October I still got no refund for the clothes. Nobody at Zara can help, they only say the money was sent. I feel lost and stuck with this. No one cares.
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techlover321
Oct 21, 2025
1* & this 1* higher than I would want…
1*, and this 1* are more than I would give to a multi million shop that offers zero support. Trying to reach someone is endeavour. There was no help at all.
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Mira Collins
Oct 21, 2025
Non-Existent Customer Service
Grabbed a pair of boots from the preloved rack. They showed up after ages, and they weren’t as described (not sheepskin inside). Since last Friday I've been stuck trying to figure out how to return them. Livechat keeps saying a reply is coming and then they disconnect. £100 tossed away. Nobody se... Grabbed a pair of boots from the preloved rack. They showed up after ages, and they weren’t as described (not sheepskin inside). Since last Friday I've been stuck trying to figure out how to return them. Livechat keeps saying a reply is coming and then they disconnect. £100 tossed away. Nobody seems to fix this quickly.
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Adam B.
Oct 21, 2025
Zara customer service is INFURIATING
Handling Zara customer care is rough. There is no phone line, only a chat box on their site. I had to reach out SIX times about a return that was wrong at first (maybe my fault). The first agent barely got what was going on, even with a plain English explanation, really basic. I got timed out TWI... Handling Zara customer care is rough. There is no phone line, only a chat box on their site. I had to reach out SIX times about a return that was wrong at first (maybe my fault). The first agent barely got what was going on, even with a plain English explanation, really basic. I got timed out TWICE after they disappeared for a bit, and I didn’t answer quickly, so I had to start over. And the chat not pinging when they reply made it worse, so you end up staring at it while you wait for 5, 10... 15 minutes? The return got fixed incorrectly 3 times. I still feel tired from slow help and the lack of steps to fix it properly.
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Riley
Oct 20, 2025
Super late shipping
2025 is here and this global online seller is awful, end of story. They never send a tracking number with the goods and after calling their support they can't say anything. Even Chinese firms like TEMU & ALIBABA, shipping from China, give proper shipping estimates and dates. This Spanish company ... 2025 is here and this global online seller is awful, end of story. They never send a tracking number with the goods and after calling their support they can't say anything. Even Chinese firms like TEMU & ALIBABA, shipping from China, give proper shipping estimates and dates. This Spanish company acts like a Siesta driver. Wake up and fix it, here is UNITED STATES OF AMERICA. Make real changes now, please.
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Adam Kowalski
Oct 20, 2025
Frustrating, inefficient and rude.
Trying to get help from their support is tiring and useless. You only have the website chat or WhatsApp as choices. Waiting is brutal — the site chat sits for 10 to 20 minutes before anyone replies, and WhatsApp can stretch to hours. The agents seem to ignore you and your problem. Most replies fe... Trying to get help from their support is tiring and useless. You only have the website chat or WhatsApp as choices. Waiting is brutal — the site chat sits for 10 to 20 minutes before anyone replies, and WhatsApp can stretch to hours. The agents seem to ignore you and your problem. Most replies feel automatic, and some come off as rude. They even end chats when they want, or if you take too long to answer. It's clear the company isn't aiming to offer decent support. There is no real person listening, only canned replies and long delays that waste your time.
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Emma
Oct 20, 2025
Such a lot of rude staff in the Chester…
Quite a few rude staff at the Chester branch today, one was really rude about a comment I made about downloading the app. I hadn't downloaded the app and needed to return something I bought online. I couldn't do it on my phone but my husband managed to download it on his phone, after I mentioned ... Quite a few rude staff at the Chester branch today, one was really rude about a comment I made about downloading the app. I hadn't downloaded the app and needed to return something I bought online. I couldn't do it on my phone but my husband managed to download it on his phone, after I mentioned it in store, one woman assistant who didn't even try to notice I existed as I stood empty handed while she moved bits and pieces behind the counter and then talked with another assistant over the top of the previous customer, said 'oh it is such a hard life', so unhelpful and quite bossy considering I had trouble with the app as Chester is known for having problems with the Internet. Really uncalled for and she clearly meant she was not going to serve me. Since your staff don't wear a uniform or name badges I don't know who she was but she had her hair in a bun, wore a grey jumper and looked to be 'in charge'. Zara Chester will not be seeing me again, that is for sure. I expect better service next time anyway.
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Miss K L
Oct 20, 2025
Waste of time & money
Honestly, I've stayed away from Zara for a bit, since mixups pop up with my orders. With cold weather, I spotted a jacket on their site that looked good. I went to the store to buy it, but my size wasn’t on the shelf, so I had to order online. I felt relief when the alert showed up that it arrive... Honestly, I've stayed away from Zara for a bit, since mixups pop up with my orders. With cold weather, I spotted a jacket on their site that looked good. I went to the store to buy it, but my size wasn’t on the shelf, so I had to order online. I felt relief when the alert showed up that it arrived earlier than expected, so I walked to the shop to grab it. They kept saying it wasn’t delivered, even though it was, so I left empty handed. Today I reached out to customer care about my order. The first agent said there was a delay and that chat was shut. I checked the tracking page and saw proof of delivery, so I spoke to another agent who simply gave me a refund, even though I only asked where my order stood. The in-store staff can’t seem to scan orders they receive. This isn’t the first time this happens. For years now, the same thing keeps popping up for me. My online orders never seem to arrive and they just refund, end of story. Nothing more. While I complained to the second agent, the chat was closed as if to tell me to leave. I don’t know why I keep giving this firm my money. Prices are higher now. Home delivery used to be free after a limit, and returns were free too. But no. Even with big profits, they push fees on tiny things while they mess up their part. I kept checking other shops, hoping it was just a random mess, but the same cheap tricks show up again anywhere. Maybe I should quit shopping there, or just warn friends that Zara isn’t kind with orders, and they waste time. If I could give them minus 5 stars, I would indeed!
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Mia Collins
Oct 19, 2025
Extremely Disappointed with My Experience at Zara Bond Street
That day at the Zara Bond Street shop left me feeling exposed and upset. After I handed over almost £60, the alarm sounded as I walked out. I froze, showed my receipt, and still the guard said I took a belt that came with the blazer I bought. He made a scene in front of other customers and left m... That day at the Zara Bond Street shop left me feeling exposed and upset. After I handed over almost £60, the alarm sounded as I walked out. I froze, showed my receipt, and still the guard said I took a belt that came with the blazer I bought. He made a scene in front of other customers and left me feeling humiliated and anxious, while I had done nothing wrong. When I asked for help, the manager showed up and ignored me, only talking to the staff, and would not let me explain myself. She was cold, rude, and even tried to grab the bag from my grip when I lifted my phone to identify her. As a woman of colour, I grow tired of being judged and treated like I am trouble just for shopping. This whole incident was demeaning and not acceptable. I left feeling shaken and doubting myself for days afterward. Zara needs to train its staff on customer care, respect, and equality. I will not shop at this branch again.
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Linda Hayes
Oct 18, 2025
Dreadful experience in Zara Brent Cross…
Appalling morning at Zara Brent Cross, I got treated like a thief. I bought three items, cost around £132, and the cashier helped me check them through their new tills. I asked whether all tags were removed, and she said I was clear to go. As I left, the alarm siren sounded. Security asked me to... Appalling morning at Zara Brent Cross, I got treated like a thief. I bought three items, cost around £132, and the cashier helped me check them through their new tills. I asked whether all tags were removed, and she said I was clear to go. As I left, the alarm siren sounded. Security asked me to re enter. I explained I had only been assisted, and the trousers the assistant thought I’d lifted weren’t even on my receipt. He insisted I open the bag; I tried to explain I hadn’t stolen anything, and he let other shoppers walk out while the alarm blared. Then, he peeked into my small green rucksack and muttered 'auntie please'. I found this insulting and humiliating, especially with bystanders watching. I’m a grown professional woman with no need to shoplift from Zara. Another employee came by talking about rules, then moved away. Eventually he permitted me to leave with the items, though the bag was torn from his rough handling. That moment ruined the rest of my day. I think Zara should train staff to treat customers with respect. I won’t come back to the Brent Cross store. I’m not sure if they will look into this, but even if they don’t, I’m glad I wrote this honest review. People around me watched and whispered, and I felt my nerves shake. I did nothing wrong, bought and paid for items. The way I was treated left a sour mood that lasted. A simple check should be fine, not a public joke. The Brent Cross team needs better manners and clear rules. If they can’t handle basic courtesy, they should rethink their job. I hope this is taken seriously.
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M.S.
Oct 18, 2025
Always a plessure to visit Zara Amsterdam
Over at Zara Nieuwendijk, Carallie lights up the shop with a constant grin and is always ready to help there! Keep up the good work, ma'am❤️ Emmelyn.
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Emily Carter
Oct 18, 2025
Shocking experience with ordering
Ordering went badly from the start. My daughter picked a bag for £40 plus delivery on October 8. Now it's October 18 and nothing has arrived, even after constant chat attempts to fix it. The chat keeps brushing me off. This feels like theft. They won't refund me. I am absolutely disgusted with th... Ordering went badly from the start. My daughter picked a bag for £40 plus delivery on October 8. Now it's October 18 and nothing has arrived, even after constant chat attempts to fix it. The chat keeps brushing me off. This feels like theft. They won't refund me. I am absolutely disgusted with this company. Do not use their online ordering ever
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RT
Oct 18, 2025
0 star
0 star They keep taking back my returns, three times now I got all the proof I could find In the past they claimed I never packed the items, so this time I sent two parcels one after the other They got both boxes but only gave back one What a shameful company The warehouses steal the UK and they ... 0 star They keep taking back my returns, three times now I got all the proof I could find In the past they claimed I never packed the items, so this time I sent two parcels one after the other They got both boxes but only gave back one What a shameful company The warehouses steal the UK and they help it I told them ahead I’d be sending them back Planning to take this to trading standards and watchdog, and I’ll post about it online too If they try excuses again, I will keep pushing, shouting louder online and offline everywhere.
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Mira Cohen
Oct 17, 2025
Extremely Disappointed
So Disappointed — My Birthday Dress Never Arrived I was really hoping this dress would return online because it wasn’t in stores. As soon as it showed up online, I bought it right away to get it for my birthday. The delivery date promised it would arrive before the celebration, but now it's six ... So Disappointed — My Birthday Dress Never Arrived I was really hoping this dress would return online because it wasn’t in stores. As soon as it showed up online, I bought it right away to get it for my birthday. The delivery date promised it would arrive before the celebration, but now it's six days late and I still don’t have it. When I called customer service, the rep was rude and not helpful at all. They told me to wait three days more if it still hadn't shown up — and then they hung up. This whole thing has been a mix of stress and annoyance, not what I hoped for from a shopping plan. I expected some accountability, an apology, and care for customers, but that didn’t happen. For a brand like Zara, this feels unacceptable. I’ve liked Zara’s style, but after this, I’ll pause before ordering online again. If the dress does show up, it will be too late, and I’ll think twice next time. I still love the look, but this delay has cooled my trust in online orders. Very unhappy still.
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Emma Lane
Oct 16, 2025
Impossible to contact
After a mistake, getting in touch is not possible. The only options are : -chat : but it’s just AI -phone : but a recorded message plays and then it cuts off I emailed from general address and they answered with a noreply that told me to call or chat. This isn’t ok, and I’ll take legal steps. It’... After a mistake, getting in touch is not possible. The only options are : -chat : but it’s just AI -phone : but a recorded message plays and then it cuts off I emailed from general address and they answered with a noreply that told me to call or chat. This isn’t ok, and I’ll take legal steps. It’s a huge brand, so I didn’t think to read trustpilot first… They ignore people who lose money and time online.
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Lena
Oct 16, 2025
Shoes arriving with scuffs and dents.
After I peeled open the pair I ordered, I saw several scuffs and deep dents. I texted or called customer service since I needed them for this weekend's christening (now it's Thursday). Their only reply was to return the shoes because of 'quality control'—which, honestly, seems weak when you ship ... After I peeled open the pair I ordered, I saw several scuffs and deep dents. I texted or called customer service since I needed them for this weekend's christening (now it's Thursday). Their only reply was to return the shoes because of 'quality control'—which, honestly, seems weak when you ship stuff out with damage. The other choice was for me to drive to a shop that’s nearby, about 1 hour 40 minutes away with no traffic, to see if they had any in stock. As usual, I’ll be stuck at work until 5 p.m., so Friday traffic for shoes that should have been perfect just isn’t happening. It feels unfair to pay full price for damaged stuff, and I’m really frustrated today, about this.
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Lukas Weber
Oct 16, 2025
Stylish
They stay on trend and make solid clothes, I really like them.
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Emma
Oct 16, 2025
SHAMBOLIC Returned damaged item - they've refused return because..... it is DAMAGED!!!! Pure incompetence. Don't waste your time.
Following up on my note about the shambolic process of returning damaged goods, I’m still annoyed. I ordered a box of boxer shorts as a present for my husband, but the box arrived mashed up, so I couldn’t gift it. They tried to make me pay for the return at first, until I asked for a free post la... Following up on my note about the shambolic process of returning damaged goods, I’m still annoyed. I ordered a box of boxer shorts as a present for my husband, but the box arrived mashed up, so I couldn’t gift it. They tried to make me pay for the return at first, until I asked for a free post label since I shouldn’t cover their damaged items. Today I got an email saying they won’t take the return because, shock, the item is damaged!!! The order was worth £190.87, and I’m only sending back one damaged item priced at £19.99. I kept the other box for my son, but I won’t pay to receive damaged goods! I expect the usual reply with zero ownership and a blame game. That looks like their MO. Dear Emma, Thank you for shopping at ZARA. We are contacting you regarding a recent return you made from order 53921503313. We would like to inform you that under our terms, refunds go to unworn items that aren’t damaged, soiled, washed or altered, and with tags intact. Please note we can’t accept the return, as item 0444234755504 has special return conditions. We are sending the item back to the address below: xxxxxxxxxxxxxxxxxxxxxxxxxx Please note we won’t refund the value if you send it back. Sorry for the hassle, and thanks for understanding. For other questions, please visit our site. Please do not reply to this email. Replies go to an unmonitored mailbox. Regards, ZARA Customer Service Team Bottom line: damaged goods, confusing rules, and no real help. I sent proof, asked for a simple return label, and still got a lecture. If this is how returns work, why should anyone buy from them? I’d rather spend a little more elsewhere and trust a straightforward policy. This whole thing wastes time and makes me wary about future orders. I really want better service next time.
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Anna Kowalska
Oct 16, 2025
Still waiting for my refund
Still waiting for my money back, and it’s not okay! I opened a case CAS-2321275-P6Z2Q9 months ago for €52.90, and I’m still waiting. Every time I contact support, I hear the same useless line: “We’re sending this to the right team to find a proper fix.” A proper fix? Seriously? I returned the ite... Still waiting for my money back, and it’s not okay! I opened a case CAS-2321275-P6Z2Q9 months ago for €52.90, and I’m still waiting. Every time I contact support, I hear the same useless line: “We’re sending this to the right team to find a proper fix.” A proper fix? Seriously? I returned the item correctly — I just want my money back, nothing more, nothing less. This is plain unprofessional and a disgrace from a company like Zara. I’ve been patient long enough, and this situation is beyond frustrating. I’ll think twice before buying from Zara again, for real.
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