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by Odom, E.

Although a bit pricey for their basic designs, I was willing to take a chance on their clothing so I did. I sent the item back for an exchange of a smaller size because the SM & XS runs big. There were strands of loose threading in a tailored blazer that cost $89. I expected a much cleaner stitch. The fit of the item ultimately did not work for me. So I returned the item properly like the instructions indicated:

Zara first ask to verify order number and tracking number, understandable protocol. Although the item was mailed and delivered last week: I still get the explanation of “the item is still in the drop off location… Can you provide proof of delivery for additional information to be reviewed by the relevant team”? Why is there need for additional proof of delivery if I provided a tracking number which indicates the exact item? That’s not my problem or my fault of where it still is. I was Only required to return the item so I did! And it feels like I’m being penalized. Eventually, a refund is processed but do I have to experience hassle first before a refund is initiated?

The chat system is horrible. You get a better response talking to the automated robot than the person/representative. When Zara is in error there’s no apology, effort, nothing. This will be my first and last time shopping here. Their rating doesn’t even deserve my one star. My initial rating was Zero for overall poor.

by Wolfie25242

I put in a large order and needed to change the shipping address so I called Zara. The representative told me that my order had been cancelled and that I would need to wait 24 hours and then put everything back in my shopping cart as a new order. What an inconvenience. I asked her if there was any way they could just put the order through again and she said they could not because they wanted to keep my cc info private. In the meantime, she manually changed my shipping address to the correct one. I waited 24 hours and put in a new order. I saw other things I liked, so I modified the order. Upon submitting it, I saw that the shipping info was still incorrect. I called again. I spoke to a different rep who confirmed that the first order had been cancelled and that my shipping info would be updated. That evening I got an email saying the wrong order (first order) was being sent to the wrong address!! How can this be? This time I contacted them via chat. The rep tells me there is nothing they can do and apologized for the misguided info. Now I have to pay for 2 orders. One is being shipped to the wrong address so I will have to find a way to retrieve it and then pay to have it shipped back and hope for a refund. When I asked for contact info of management, we conveniently were disconnected. Such horrible service!! Buyer beware! I will never order online from Zara again and have to pay for there mistakes in time and money.

by Francj091

My review isn’t per say about the App but more so about the customer service I received from an item I ordered through the app. On 12/6 I ordered a bomber jacket with the anticipation ship date of 12/8 to 12/14. Here comes 12/23 with me expecting to receive an item I ordered well in advance come to find out they had an issue with processing at that time and Gin (male) told me they would re-issue a new item to be shipped to me. I inquired about expedited shipping and it’s not something they do at Zara, I asked to speak to supervisor again that’s not something to do with ZARA. So come 12/28 I have to call back because I never received this email I was told I would get to inquire about an item that I found out today from Kimberly was out of stock as of 12/23 when I called. So basically from both reps there is absolutely nothing they can do outside of a refund when I had ordered this item it was full price now out of stock and when I called on 12/23 it was out of stock but I wasn’t informed it was out of stock not even a coupon, a gift card, or replace the item when it comes in stock, nothing no empathy at all for their lack of due diligence and inconvenience this caused me. I just recently started shopping at Zara and I realize if you’re not in the store the customer service lacks on the online platform. That’s not a brand I want to give my money to.