No Zara home in the North East. Ordered a lamp online. Came with no plug?! When I spoke to customer services the girl said it says in the description ‘lamp with USB plug’. But there’s no plug, you would have to buy an Apple plug yourself which it doesn’t state. She rudely told me it is a plug you can plug into your computer. I asked her how many people do that and she said lots......!!!!!!
Have to send back AT MY OWN EXPENSE, I have a Zara clothes near me but they won’t accept home returns. Useless.
Review by Nopporn2 weeks ago
Worst of the worst. Appalling quality clothing that often smells strongly of some sort of chemicals. Their customer service online is non existent, and when you can manage to provoke a response that isn’t the standard ‘we’re looking into this’, they are rude and dismissive. Currently it is 2 weeks since they received my return and they have yet to refund me, they will not give me a timeframe for this to be resolved and have spent over a week repeating that they are looking into it as a matter of urgency. Good thing they’re selling rubbish clothing and not medical supplies or there would be a lot of dead customers. Utter scum company, no respect for customers. Won’t use again.
Review by Marnok2 weeks ago
Well what a surprise!... i've just received my first online order with Zara and i bought 6 perfumes, they are all there, all blind buys except for one which i smelt instore but they didn't have it in stock. I was a bit worried with all the negative reviews on deliveries but my order came absolutely fine.
However.....the packaging only has a sheet of paper to cover perfume boxes, which move about in the outer box it comes in. So it all depends on your delivery people if you have damages etc.
I had to buy online as every time i go in to smell the fragrances, they are smack bang right in the middle of the queues where you pay, so you literally have to stand next to someone who's in the queue while you browse - which is annoying.
I don't buy ANY clothes online, saves the hassle of returning when they don't fit, so can't speak for Zara clothes.
But my transaction went smoothly and i got my parcel on the day of expected delivery so i'm now looking forward to my next Fragrance order...
Review by Beonca3 weeks ago
Online shopping is totally rubbish. Worst site ever. Wouldn’t deliver to home address and i don’t have. Zara shop anywhere near me.
Review by Clavenell Stohlman1 month ago
I ordered something from zara over 2 weeks ago, a few days later I got the mail from the courier that my package was delivered, I was not at home. So I came back home in the evening but there was no package, even neighbors have not the Parcel and there was no note from the courier in the mailbox or anywhere else. I immediately communicated this to Zara. I was promised a solution within the next 48 hours. After 4 days no one reported, I wrote to the customer service in the chat, I would be put off for another 24 hours, which went on for two weeks like this, until yesterday I got the message in the chat, (since no one has reported to me again) that I receive no refund and no replacement. Since the package was delivered properly that's my problem. I have never experienced anything like it! Here, the customer is not a bit appreciated and presented as a liar. The customer service is unfriendly and teeming with just the worst experience I have ever had on ordering online!
Review by Kilfrag1 month ago
I recently received an order and it turned out that someone (presumably at the courier company) had interfered with the package and removed an item and evidently tried some others on.
Whilst these items were still new and not yet mine, it felt like an invasion of my privacy and I felt awful when it happened.
Zara had been great with this. I reported the issue, sent them a photo of the package and gave them a short summary of the problem.
They replaced the stolen item without further ado and refunded me on a broken item immediately.
I feel they handled this really well, given that it is difficult to prove that something they packed arrives with less items at my home address. Never did anyone at Zara cast any doubt on my side of the story and that really helped me greatly.
Thank you for everyone involved, you have been fabulous.
Review by StuartKime1 month ago
I appreciate that the models on the website are multicultural however they are all of one body type! Zara need to get with it and have people of all shapes and sizes representing their brand. We don’t all look like thin models but we are beautiful in our own way.
Review by Romney1 month ago
For the returns process which although they will try and hide behind the we are saving paper serves only to make it as difficult as possible to return items. Therefore they want you to give up and keep the item. Hasnt worked with me Zara-you lost a customer.
Review by Ikemefuna2 months ago
went to two Oxford st stores in London to buy a puffer jacket no sales assistant could hardly speak English gave up in the end went on line for one item keeps coming up as four items went on to help line after 20 mins gave up will certainly be surprise if Zara stores are trading in a few years
Review by JukeBoxHero2 months ago
Called ZARA to explain I did not want the items who stated they were 'stained and had a strange odour and where not fit for resale` so my refund would not be granted despite never even handling them as they were never delivered which an email from ZARA actually confirmed several days prior. Unbelievable.
Review by Chibuikem2 months ago
My only issue with Zara is that they closed the store in Hull! Where am I going to get my clothes now?! 😭
Review by DCAtoSEA2 months ago
Zara is a good option if you don't want to spend too much, but just want an outfit that may last a year or so. Their stitching is a bit poor and the quality could be improved on some items, but mostly you get what you pay for.
Delivery service is excellent, as is the return policy.
However, the staff are so miserable, I refuse to go in there unless I return an item. I don't know what is wrong with them? If you don't like your job/people, then working in Retail is not for you, stick to working behind a desk or doing something else.
Zara needs to train their staff in customer service - they're miserable, some of them a bit rude and they act like they're working in Chanel.
The staff in Spain are completely different, so perhaps the same training methods/types of staff should be employed?
I work hard for my money and I have to work a 9 hour day. I put a smile on my face, even when I don't feel well, feel fed up, so they need to sort it out.
Review by Suparman2 months ago
Zara, Covent Garden on Long Acre.
Please sort out your online delivery pick up process. Long queues, slow process and not clearly marked where to go for online pick ups.
Plus I had to go out of the shop to get mobile reception so I could retrieve my order number. When I asked the chap to connect me to the shop internet, he said he didn't know how to!!
Review by ReneeJohnson2 months ago
Just amazing. I’ve ordered loads online and I’ve received some beautiful things. The packaging is great and the delivery is quick and efficient. They normally use Royal Mail and they are just brilliant. If I’ve ever unliked an item I simply take it back to a store local to me as I feel this is easier and they refund with out any problems and I end up buying more in store as I love their clothing and accessories so much. Thank you Zara.
Review by SammyJessup2 months ago
I don't buy clothes from here, i only buy their perfumes. So i went in to Zara in Liverpool One and you just can't get anywhere near the FRAGRANCES for women as they are at the till where you QUEUE up.
So i went in for the 3rd time recently and i had to queue just to get a nose at the perfumes. Had to wait 10 minutes before i even got to them. Then i had to rush and look and sniff the bottles while IN the queue cos everyone is already lining up to get served and you can't even get access to them without getting in peoples way. Someone thought i was pushing in when i was just trying to reach a bottle.
I'm not blind buying Fragrances here when they are all on show for you to try, except the ones i actually wanted weren't even there!
Zara please move your Womens Fragrances AWAY from the tills and maybe you will get more custom on them so we can test them without being in a queue and forced to rush just cos someone is standing behind you impatiently waiting to get served.
I would blind buy online if i had to but the reviews on here for Online ordering has put me right off.
Review by Skouradaki2 months ago
If I could give it -10 I would. Went in store today messed about with self service tills that scanned half my goods and half someone else’s paid for them on card finally got that sorted and decided to pay for the rest of my items in cash downstairs. Fast forward 2hrs my daughter tries the items on and they are too big. We try and find the cash receipt but couldn’t. I rang customer services for another 45 mins to try and get through to Manchester but no one was answering, they told me they had no other numbers and put me through to Nottingham who told me there shouldn’t be any problem to exchange it’s on the discretion of the store manager. So I went all the way back to store spoke to both staff who helped and served me today both agreed I had paid for the items I had proof of buying them via a timed chat in my phone and pictures I sent my daughter to make sure she liked them they agreed shouldn’t be a problem go to returns. I went there two staff totally understood and said yes shouldn’t be a problem we just need the manager to override it on the till. Manager comes and says no I can’t do it?????? Seriously I explained I had been told by numerous people that it could be done the staff had seen me that afternoon were downstairs and both confirmed I had paid cash I had the chat on my phone I just wanted to exchange but no she wouldn’t do it. So thank you very much Becky for your complete indifference and lack of any caring or customer service that was so bad even the other staff couldn’t understand. To the woman who’s 2nd day it was you were lovely and deserve far more than working there, thank you. To the guy and woman who helped me on the tills both this afternoon and tonight thank you. I sincerely hope Zara get in touch with me and I will assure you, as someone with 25+ yrs of retail experience, you need a new manager in your Manchester Shambles Square Store.
Zara happy to help sort out problems when taking your money but completely appalling in sorting out an exchange. Appalled.
Review by Micummings2 months ago
Knightsbridge branch: 1Queue for changing rooms understandable but told brusquely to bring out unwanted items ON their hangers to ‘help’ the staff as so busy and they don't have the time to do it!! 2 Queue of 7/8 customers on first floor to pay because only ONE person on the till! When the person infront of me asked the male manager to put someone else on the cash till, she was told to go downstairs to pay as the second staff member was obviously doing something!! 3 The second staff member turned up after 5 minutes bringing bags with him! Took 2-3 minutes putting them neatly away disregarding the queue getting more & more frustrated! 4 I eventually get to the head of the queue to pay. No eye contact, no apology for the wait - instead the two male members of staff are talking across myself and the other paying customer about the delays on the tube, being late to work and if they are late 3 times they are disciplined!! So engrossed in their conversation that my purchase is yet to be put through and I’m barked at to insert my card -but of course can’t!! On realising his mistake he limply apologised for boring me with his and his colleague’s tales of getting to work!
I imagine this review will just be laughed at. I love their clothes. The Zara staff at all stores are plain rude and arrogant. Knightsbridge store though is the worst!
Review by TimDS Derrow2 months ago
Worst customer service ever. I love their clothes but when I tried to return two obviously unworn, brand new and price tagged items, I was made to feel like I had done something wrong and the assistant suggested I had removed the clothes label from inside (which I hadn’t). No apology from the manager when it became apparent that it was the fault of the company. Seemed a strange coincidence that the customer next to me at the till was also being refused a refund because there was no washing label inside her item either. I eventually managed to get a refund after 20 minutes of embarrassment at the till and then the manager made me feel like I should be grateful that she refunded me! Not a pleasant shopping experience at all. I shop mostly in Zara, for myself and my children. Some of the staff are helpful, but most of them seem unhappy to be there, and if they have that kind of ridiculous policy, then I’m not surprised! A smile and a thank you would go a long way, and in this case, an apology. Seems many staff are lacking in training, especially in customer service.
Review by Partenie Ferreby3 months ago
Absolutely useless staff who lack simple common sense and any form of good customer service. I returned various items but one did not show up on my refund. It took me four attempts to even get a response in regards to the return. I have been told the item has been worn despite me not even trying it on. Apparently said item has a “smell” which seems odd since I sent another 3 items back, all of which were tried on and sent back in the same box. These were accepted for a refund. This apparent finding was not once communicated to me and was apparently only confirmed when I contacted them despite the return and other items being accepted 3 days previous. Staff are adamant I’ve worn something despite prolonged attempts to be in contact. They now want to send me the dress, why on earth id want a smelly dress I’ve never tried on is beyond me. Super strict when accepting returns but clearly no quality control on the way out of you’re sending worn goods. Customer service agent was brain dead and could only use automated replies instead of having an actual conversation. Won’t ever shop with Zara again as this clearly isn’t an isolated issue from reading other reviews.
Review by WCoopey Vanvakas3 months ago
The service is not top professional.
Review by GoEssays Sottovia3 months ago
09.09.2019 I visited the store at Brompton road at 20:00pm.
I went there after work just to get the coat and I was quite happy because I find it very quick as I had very long day at work . However , I went to the till to pay and while I was paying I dropped little feet medallion (Gold pendant) with little stone on the side that I had in my wallet. I kept it in my wallet because my necklace broke and I did not want to lose it. However, I noticed that and I put the medallion ( pendant) back in my wallet. There was also used tissue and because I was in the rush I got confused and I asked the lady that was serving me if that tissue was mine as I was thinking if its mine would be so rude to leave it. She shocked me when she replied “ NO the tissue is not yours and the medallion (pendant) that you took is not yours either, I think is previous client left”.
It made me really upset as I had to explain myself, I do have a prove where I bought it. And it has very strong meaning as is holding memories of my baby that passed away.
The girl said that its ok I can take it if I think is mine! I don’t think, I am sure it is!
I left the store with the tears in my eyes as the last thing what I want to explain such a painful and private thing to the sales assistant.
I work in customer service myself at Harrods, and I never heard that someone would be so unethical and treated as a burglar just because their drooped and picked up their personal belongings from the floor.
Review by Fakd3 months ago
l bought coat and skirt and bag and hat . l love it 😍 good quality and good staff and fantastic company.All model is different and beautiful 🌹🙈❤️❤️❤️❤️❤️🥰🥰🥰🥰
Review by Vermant Keillor3 months ago
I bought a shirt for my son in the sale, which unfortunately was too small. By mistake I had lost the receipt, but in that instance stores usually honour this with a credit note.
Went to Solihull store and was told that they could not accept a return as I didn’t have a receipt and that I had to contact their customer services as they could issue a note to enable me to return item.
Went to online customer services and was assisted by Jane who advised me that she could not do that, but I should phone customer services as they could help me.
Phoned customer services was assisted by Rachine who advised me that she could not do anything to help me and that there was no such thing as a note to enable me to return item.
Not only did Zara not do the usual by giving me a credit note for a returned item without a receipt, but also fobbed me about sending me from one service to the other when they most likely all along knew this wasn’t possible.
Poor, poor customer service, will think twice before I set foot in Zara again!! Beware.
Review by Noppppe3 months ago
1st time shopping at Zara I went in-store at 1 of the Oxford Street (London) branches. Staff were ok but wouldn't say they were the friendliest. My mum wasn't allowed to come into the changing rooms with me despite the fact I'm a minor. The stock/range they retail in-store is very limited compared to online, and couldn't really find any of the cool trendy items from their collections.
Shopping online, my experience was a lot better. I was fully satisfied with the service I received, I was regularly updated regarding tracking info, and items arrived very quickly. I needed to return an item, and the whole process was simple and easy, and I was refunded in a reasonable time period.
My only real complaint about Zara is their sizing and fit. Unlike Inditex's other subsidiaries, Zara clothes are designed and made for the classic European body type, much like the models you see on their website. In other words, the clothes are made for tall and skinny women. I bought their "Premium Skinny Flare Jeans". I wear a UK 6, and at the time I had a 24" waist and 34.5" hips, and size 6 fit me perfectly - I've never had a pair of jeans which fit me both in the waist and hips. I also have a bigger/protruding bum and it fitted over it comfortably. The only problem was the length was WAY too long as I'm 5'3 and have a 29" leg inseam. Zara had not made it clear that their trousers/jeans have long inseams. I returned these and bought their "Mini Flares" in same size instead, which ironically did not fit me like the 1st pair. Despite fitting my leg inseam better as they are 'cropped' (were full length on me), they were too big in the waist, tight in hips and thighs, and as they were mid-rise could not get up over my bum. Also bought a pair of mom shorts in size 6, and they were really big on me even for mom shorts....
May I please also note that my sister bought a pair of mom jeans which fitted her perfectly, and she has a traditional pear-shaped figure with wide hips. She's also short like me (5'4) and the leg inseam of these jeans fitted her...
Seems to me that Zara's sizing is confused and inconsistent, and that's what makes them a hit-or-miss retailer. For how rich the company are, they should be at least selling their jeans in different leg inseams - we can't all be tall! They also should be more mindful of different body shapes and silhouettes when producing clothes.
Quality of clothes aren't great, my 1st pair of jeans were ok, but my 2nd pair of jeans and shorts feel cheaply made. Pull & Bear and Bershka products are better quality from my personal experience.
Overall Zara do sell some really cute, trendy and slightly bougie products. However in-store range is rubbish, and beware before you buy that their clothes are made for figures similar to their models.... :3
Review by Sharonica Rambhojoo3 months ago
What has happened to Zara??? So disappointed with some of the quality of their clothing, having shopped with them for years in UK and in Spain. They messed up my delivery so I had to re-order. Impossible to contact directly, and they only send generic emails, despite putting in an official complaint with them and with the group that they belong to. There is zero customer service now and it all feels very cheap and mass produced, with no attention to individual customers. Very disappointing and such a shame. I hope the rest of the group doesn't follow suit.