Zara Opiniões 3362

Perfumes are nice but expensive!

Ordered a blouse online which had lace panelling. Only wore it a couple of times but noticed after washing as per instructions that the panelling was coming away from the fabric in places. The fabric is very delicate so it will be difficult to repair. Have taken photos which I have submitted online but no reply as yet. Really poor quality item for the money paid and based on the number of poor Zara reviews, I’m not confident of even getting a reply let alone any form of compensation.

I had a really disappointing experience with Zara’s online return process.
I ordered a dress in a medium at the end of March, but it was too small. I couldn’t even zip it up properly at first. After trying it on briefly at home (with help), it was clearly too tight and uncomfortable, so I went back online and ordered the same dress in a larger size.
Since the larger size was available, I returned the medium straight away. This is completely normal.if something doesn’t fit, you exchange or reorder.
However, Zara rejected my refund, claiming the dress had been “worn” or was not in a suitable condition. This is honestly shocking and makes no sense. How can I wear a dress that is too small for me? And why would I then go and purchase the exact same dress in a larger size if I had already worn it?
Their system doesn’t even allow you to properly explain the reason for return, and customer service is extremely difficult to access,no direct phone line, and very long waits on WhatsApp with little communication.
I had to go into store to speak to someone. While the in-store staff were kind and helpful, (Monica and Gorkem ) Lakeside store they ultimately couldn’t resolve the issue because it was an online order.
This experience has completely put me off ordering online from Zara again. Customers shouldn’t be made to feel like they’re being dishonest when the situation is clearly straightforward.
Very disappointing.
order number(54199046763)

I would leave 0 stars if I could. I have experienced the same as the other reviewers regarding customer service. It is impossible to get a meaningful response. Any emails from them are noreply, they do not allow you to speak with them, the chat service (based in India) is appalling they simply read from scripts, take several minutes to get back after each dialogue then end the chat without warning when it isn't finished. No option to get a transcript of the chat before they end it. Like another customer review, I also ordered a set of Zara perfume, paid £35.99 and on the box is a label showing reduced to 29.99 euros. My purchase is in UK £. My item is also faulty it leaked in transit. Days later there is no sign of my replacement product leaving the warehouse and they won't allow a refund instead.

I should have know better than to entertain Zara again, as my son bought a linen shirt £60 a couple of months ago, after following the washing instructions to the letter, it shrunk first time washed and now does not fit. They are not interested, will not even replace or exchange for gift voucher.

Beware - do not purchase anything from these!

Due to stock levels I had to pay 2 delivery charges for items which was annoying but I accepted. Returning the items was a nightmare, I spent hours on a WhatsApp chat with bots and people trying to get a single return label so I didn't have to pay for 2 returns (as Zara's T&C's state, more than one order can be returned at the same time). Terrible waste of time and I will be avoiding online purchases for Zara.

It's little more than disgusting online customer services, to be fair. It's never been great but it's now worse then useless. There is no number to call. They have a robot answering WhatsApp service that today, took 1.5 hours to respond, then cut me off when I didn't reply in 2 minutes. I have had 4 online orders delivered late when I paid for next day shipping and so I couldn't collect them. In all 4 times, they didn't refund me. So be aware, IF YOU DON'T PICK UP YOUR ORDER FROM THE PICK UP POINT, THEY WILL NOT REFUND YOU. Instead, like me, it will take you months to chase them and stay online hours, wasting your time, not theirs, for them to action a refund. However inconvenient, you are best going to a shop. Don't assume they have moved into the 20th Century.

Bad bad customer service I Ordered 2 Zara perfume I paid £35.99 each when I received can see on box £29.99 When I messaged then response was very bad not helpful at all I am very unhappy very bad customer service.

Wow- as someone who has worked in the legal team of retailers for 15+, it seems clear that Zara adopts very poor consumer practices. If you want Next Day delivery - please be aware that this can be “disapplied” at checkout without notification. I.e. you choose next day and you are expecting a delivery the next day that won’t arrive. Both my sister and I have experienced this in the last two weeks.

Customer Services deliberately misled me on the issue, implying that I chose standard delivery and eventually conceding that next day delivery cannot always be met (I have screenshots!). The chat then mysteriously cut off!!

My receipt shows that next day delivery fee was removed with a “promo” reference. This appears to be a deliberate attempt to mislead consumers and prevent them from deciding against a purchase if it cannot be received next day.

ALSO - two customer service chats were cut when I asked for evidence etc. I see from the reviews here that this appears to be standard procedure from the retailer. Will be referring to the CMA - as very much looks like deliberate misleading practices rather than a UX checkout issue. Don’t expect action on my single complaint but a pattern of behaviour will raise concerns..

I’m extremely disappointed with the customer service from Zara. I’ve contacted them multiple times regarding my refund and keep receiving responses saying the issue has been resolved, when clearly it hasn’t. A month later, I am still waiting for my money.

This level of service is unacceptable. The lack of follow-through suggests poor management and an inefficient support system that needs serious improvement.

I will take this further.

The very worst company I have ever dealt with
It’s a shame because the products are good but customer service is zero
I returned two rugs and got a confirmation only one rug had been received back. I sent both back together
I was asked the same question over and over again with each chat . You can’t actually speak to a human being, no phone number and they don’t answer emails until long afterwards
Customer service is appalling Avoid
£70 out of pocket

Terrible company you can’t get to speak to anyone and they keep you waiting for so long then when you connect with agent they ask you to give all details then pass you on to a so called specialist team it’s the worst customer service ever!!!!
My experience was order not delivered to a collection point but they said it was there go and check again, I never received notification that they had delivered my order and I could collect
3 times I went but no parcel.
finally agent said they had a problem and couldn’t deliver part of my order so he cancelled it and refunded me said that the other half of my order was delivered So back again I go still no parcel, on the chat line again told they were investigating with the delivery company and I should hear back in 48 hours, so I waited no contact from them after 4 days back on chat for well over an hour just going over and over the same issue.
I got an email 2 weeks later to say it had been delivered according to the delivery company but they were willing to allow me to re order you can not reply to the email address and you can not raise a formal complaint , my situation is so frustrating and disappointing annoying but they don’t respond to you the way respectful company would.
Today I went through it all again finally said the would refund me, I said that they should offer me a gesture and make me a happy customer they assured me that would happen Well it did in the form of free postage on my next order, what an insult the time I have wasted and the money they have held on to for weeks now, will never forget the hassle of online shopping with ZARA 😡

I ordered an item of clothing on 23/3/26 which was scheduled for delivery on 24-25/3. It has never been delivered. It is showing on my account as collected by courier but not delivered. I am getting nowhere with Zara customer services. I just want a refund including the postage I paid. Terrible customer service. I will be taking this further.

Appalling customer service - still haven't received refund after requesting numerous times and being reassured I will get refund.

stood in line for forty minutes just to be told they wouldnt take my return, staff was super rude.

Completely refused refund on a faulty item where the zip had broken and I had returned within one week of purchase. Terrible customer service, problem has been shut down multiple times with no option to escalate and keep getting the same automatic refusal email.

1. Forgot to-do refund for me 1 items return to store by purchased online : I hot back to asked for check the cctv and they said no but I certainly I returned this item to store and security check again, yes I did returned it.
2. Refund wrong item for me by purchased online : I kept one item return one (with same order) but return for me wrong.
3. The items that I returned to store (paid with Klarna) they have reference transaction, email, digital receipt from refunded. But my case it is conflicts with their documents even Klarna investigate. What the point of my receipt that it shows Zara refund but I still have to pay back to Klarna. How they solve the problems with conflicts with the document all I have.
All I got an issue within 12 months since I did purchase online with Zara. But it never happen with h&m.

I bought a bottle of Golden Decade from Zara in Santa Monica and loved it. I have several expensive perfumes however this one gets more positive comments than any other I’ve worn.
I now have three bottles and hope they don’t go out of stock
I did receive one by mail
From the on line store and had no issues whatsoever
Thank you Zara

Really disappointing experience at Zara.

Customer service is extremely poor — staff come across as unhelpful and quite miserable. When asking for assistance, it feels more like an inconvenience to them than part of their job.

I was told a size would be brought out within 10–15 minutes, but after waiting 25 minutes with no update, I left the store.

Basic communication and customer care is completely lacking. I won’t be visiting again.

Really awful experience with online delivery to store. Received a text telling me the order was ready to collect and then an email saying there was an issue with my order and I couldn’t collect. I raised a query via Chat - very ineffective - and raised my concerns. I the. Received an email saying there was an update and I could I contact customer services. What a waste of time - there was no update! Then I was told my order was cancelled! I asked to speak to a manager and that was refused. I asked for the Head Office address and that was refused. Still waiting for confirmation of my cancelled order - I have been told I’ll have to wait 14 days for the refund. Absolutely terrible.

Terrible customer service. Didn’t deliver parcel and then claimed my name was wrong so couldn’t refund me. Total scammers