ZARA Reviews

by Nana Of Girls Only!

Being a senior and on SS and money not abundant, I called prior to making the purchases that I did to be sure there was an extended return policy due to COVID and WAS told yes 60days! Please refresh any CSR to be sure of the third party
policies. I would not have ordered due to the recipient visiting in Illinois and living in CA. Her trip here would coincide with her return to CA one day after the 30 day policy but thought she had the 60 day policy that we were told was valid.
WHEN my daughter tried to exchange NOT asking for a refund but exchange the items, she was told no she was one day past the 30 day policy......she proceeded to explain her mother had called and was told by a misinformed CSR she had 60 days to return only to be rudely told to read their policy.....
I called your line to explain what we were told and again told nothing could be done.......obviously you have lost two customers, which overall is not a loss to your large company....but will tell as many as we can of our experience to warn them of such poor customer service especially during the pandemic.
Cathy Cloney

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:

this app 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 this app 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 Ellaaa29

I am so appalled and disappointed by this company. As a long time loyal customer who orders religiously in store and online, I am now reconsidering my feelings and future purchases towards this company after my experience today. For some reason, on my last order they did not include my street number in the shipping info resulting in the courier returning the package back to the company. Not only did the courier confirm they reached out to this app in a total span of 5 days asking them to update my address so that they can try to redeliver but they never bothered contacting me or even sending an email saying my order was canceled. They just went ahead and did it. Therefore, I called their customer service only to be consistently hung up on and for them to rudely tell me that they could not resend or reroute my package back to me and that if I still wanted the items in my order I would have to place the order again. Meanwhile EVERY SINGLE item in my package is now SOLD OUT or no longer on the website. This is so upsetting. A monkey can do a better job than this app’s customer service reps.

by JanRCtz

I’ve been a loyal customer of this app since 2008. I love their style and clothes. But lately, their service became so crappy. I ordered last December some stuff for my New Years event. I’ve waited for more than 10 days for my order to arrive. But I didn’t unfortunately I didn’t get it. I tried calling their customer service and they just told me that I’ll be getting a response or call back from them to resolve the issue. But no reply from them. I still tried contacting them with patience but I just get the same spiels that I think they practiced. After several weeks of trying and nagging them, they finally processed a refund. But I had to wait for another 14 days. After resolving the issue, since I love this app so much, I tried to order again but I sent to the store to make sure that I’m actually getting my stuff. They sent me an email that it was sent out To the store already. After more than 10 days, they said that my order was affected by slight delay. I tried to be patience and called the customer service again. And all I got from them was the same spiels and dialogue. And luckily, after almost a month, i still don’t have my order.

by Skye927

I've been an H&M shopper and recently discovered this app. The stuff is nice but pricey and usually h&m has sales I see none on this app BUT the annoying thing is the website/app! Ease of use ? Nope it's up and down it's not side to side ehh no it's dark which is cool but it's just not easy to use :( then I went i to a chat with someone for help and lost them too quick!? I hate real life shopping but I may have to do real life shopping as this website stinks and the pics kinda stink too!! They spend. Too much time putting models in weird poses with the clothes buttoned crumpled BBB lifted up etx and I can't see the dress for ex, just plain straight facing me so I can examine how it fits sizing etc I don't see reviews listed either which is VERY IMp it gives me an idea of how things will fit !? H&M has reviews with how things will fit this this app site app doesnt so because of that it is highly unlikely I'll spend my money here ! And why are all and I mean a lot of this app clothes sold on eBay new with tags but 10 to 15 higher and shipping ten $ more than everything thing else. ?? Sneaky not transparent about clothes bad app website horribly designed not verbally thought out !

by SSMT6

I tried to return a pair of shoes that my daughter didn’t wear for a second because they were too small. They emailed me saying they weren’t in good condition to return. I was so confused because I sent them back in the same condition they were delivered to me! The customer service people gave me a run around and then I spoke to supposedly “the highest manager there is (her name is Tumerick N)” and she was completely unhelpful and rude. I spend a LOT of money at this app on my kids, myself and my husband every year and it makes me not want to shop at the store anymore. I am so frustrated at the way they’ve treated me. To top it off... when I did receive my item back in the mail it was NOT the item I had sent in. The shoes I tried to return were brand new and never worn. These shoes were very worn and it bad condition. When I called to tell them this they pretty much said I was lying about the whole thing. Isn’t supposed to be the costumer is always right?? I was going to just take the hit and maybe give these shoes to a friend who has a little girl but these are not the shoes I had originally. I have told several friends about this incident and they don’t want to shop at this app anymore either. Terrible, horrible costumer service.

by Vame15

I placed an order and it seemed like it went through, i went to check for a confirmation/order email but i never received one, i went to check on my this app account and it appeared as if i had never purchased the item. On my bank account it said i was charged for the order so i contacted them via chat and 1 agent stopped answering me mid conversation, i reconnected and another agent said that i could not be charged till the order was shipped and that it appeared on my account that i never purchased the item , i explained that that was the reason i was contacting them , because i was charged but my order was no where to be found, he kept repeating that i never placed anything. They basically labeled me as a lair ,so i asked if it was okay if i sent a screenshot of the transaction because they didn’t believe me and he kept repeating that there was no way i could be charged , i asked if i could send proof again and he said yes and while i was taking the photo of the transaction, the chat was disconnected! Instead of helping me out they labeled me as a lair even though i had proof! I was super nice as well because i understand errors happen but they just didn’t seem to believe me :(

by Ariana28

The 24/7 chat is COMPLETELY USELESS! It says “wait until we contact an agent for you”, 2 minutes later is closed due to “inactivity”, so you never get to speak with anyone. Also if you get out of the chat, everything gets deleted so you have to write everything all over.

The 30 day return policy is not the same as in stores, if you pass the 30 days you are stuck with your item because they wont even give you a store credit. This sounded reasonable at first until my order actually arrived 2 weeks after it was shipped (when it was supposed to be 5 days) and they told me that the 30 days started the moment the item was shipped. I went 2 weeks after it was delivered to return it but for them it was too late. They get to be late and punish the customer by keeping their money. So you can come to stores with an item from 5 years ago and, as long as you have the receipt they will give you at least a store credit, but not for an online order that was 2 weeks late (for them). Nonsense!

by Pocahontess

Corporate Representative,
I just returned home from going to the this app Norwalk, Connecticut location in the Sono Collection Mall.
I bought a pair of shorts and crop tank top. I went to the Yard House restaurant to eat and try on my clothing and then realized I did not have my receipt in my bag as expected. I returned to the store at 5:00p, 1 hour and a half after purchase to retrieve a receipt from register and refund my purchase. As soon as the manager saw me she said she can’t help me and that I have to follow up with customer service. I then asked her if there are any other options. She said no. She said the register can not go back to previous transactions and asked me to leave. I was completely insulted and surprised. Tracy, the manager is a white woman and the experience felt extremely biased and racist. I tried to remain reasonable & patient hoping she would be helpful. This was after an hour long wait on line. My sister was extremely upset and intervene. I can not believe your establishment hires racist managers who would treat me this way. I returned only 1 hour and a half after purchasing and they did not supply a receipt. I even provided my sister’s receipt so they would see the register and time we were there. I live far away from a this app location. I drove from Bridgeport to Norwalk and will not be returning. I need assistance and resolution

by Francj091

My review isn’t per say about ZARA but more so about the customer service I received from an item I ordered through ZARA . 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 this app, I asked to speak to supervisor again that’s not something to do with this app. 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 this app 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.

by Wolfie25242

I put in a large order and needed to change the shipping address so I called this app. 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 this app again and have to pay for there mistakes in time and money.

by Marsballs

this app a few years ago was an amazing store to shop from. Particularly from online you would get your items super fast and the customer services was great too. Now they take more than 8 days to send any information on your order. I order June 24 it’s July 2 and still no information. My order, just says being prepared on ZARA . On the order confirmation it said Expected by July 3rd. I have come to realize it most certainly won’t since that’s tomorrow and I still have no information on it. When I called customer service the poor guy thought I had just order it yesterday, even they don’t have there information right. He then told me that my item had been sold out but they had found one “just for me” and that maybe that’s why it was taking longer.. well hopefully it isn’t a crappy one since it’s “the last one”. So Beware buying online, this app is not that store we used to love shopping online from. You are better of just going to the store.

by Vendelal

I understand this app is trying to be edgy and brand coherent but the way their website and app are developed it just makes it harder to navigate. On the website the images are laid out in a way that makes you question whether everything loaded or not because there are white spaces everywhere. They’ll also have random pictures with clothing that aren’t clickable, and then when you eventually find the item those images with actual people wearing them aren’t included. The way you scroll down to see more images of items in ZARA is not intuitive, and I accidentally swipe left or right all the time and end up navigating away to another item. The information included in the descriptions, such as materials or size of models etc is inconsistent and generally not helpful. I like store specific apps generally. I think the apps have better experiences than websites and it’s nice to have it all in one place. But I’m deleting this app’s app because it’s the opposite.

by Bexyjay

The thing I love most about ZARA is that you can walk around the store, scan the pieces that you want, order them online and not even wait in the long lines at the stores. The worst part about ZARA is the fact that you can’t reach customer service. At this time I am trying to chat with customer service through their chat about a missing item from my order- and if you step away for two seconds- the chat times out. You have to request a chat again! And keep waiting! I’ve had a hard time reaching customer service. I just called on the phone about this package... they say their lines are busy and to try again! As if people have all day to just continue to try to contact this app about an issue with an order. Why can’t I just email support and wait to hear back from them? Why is this so difficult? You should make returning and reaching out to customer service about an issue an an order just as easy as you make ordering I’m extremely frustrated at this time.

by Fudixhsndjbx

I’ve been shopping at this app for the past decade but sometimes the best deals are online so I’ve used ZARA on and off for about a few years. One big issue is that the search feature doesn’t always show the products you’re looking for. Super annoying when you’re trying to buy an item that just went on sale and you know is about to sell out. Another issue is the chat bot, my recent online purchase was never delivered and I had to file a claim three times with the chat bot because the first few times ZARA would just delete the conversation when my phone went idle. So frustrating. The third time I think it was an actual person messaging me but I never got a confirmation email so I called the number instead. Highly recommend calling them because it was actually quicker and they sent me the return invoice. Due to supply chain issues and the my criticisms of ZARA I won’t be buying anything from this app on ZARA or online anymore.

by Lippstadt NRW

Unfortunately, ordering has been very difficult. Especially when stock is low and you’ve put something in your cart, which is then sold out before you can pay. Instead of it being deleted out and proceeding with the rest of the purchase, you also have to edit it out before you can pay. In addition, ZARA often doesn’t work well - it’s difficult to get to the section you want to shop in - be it kids, home, etc. And often you cannot navigate at all. Last, I recently made a purchase and my bank showed that it was approved with the secure purchasing process. Since the package never arrived, I checked my purchase in ZARA . The purchase was not recorded. Even though my bank approved it, so far at least the card has not been billed. I really enjoy shopping at this app, because the quality of their kids and home products has been great so far - but the process is anything but enjoyable.

by Winnikoon

I have to say this app is one of my favorite shopping apps! Very friendly and smooth experience. However..... recently when I wanted to check “in store availability”, I couldn’t find the button!! I thought this app remove this feature. I remember it probably used to be around the “add to bag”. Then I check it out line by line and finally found out it under the “Care” with very dense text lines.... It’s so hard to find! Usually when I want to check in story availability is when I am deciding if I gonna buy it online or in store. I do prefer it would be easy to find, not on the bottom with a such small font.

by LYNJU27

My go-to for office, evening. Lazy days, gifts for family and my husband, all under one roof!! Be a little different, change it up with a funky jacket that makes a great piece from computer work to computing the tip at your favorite after work watering hole!! Delicious fabrics, standout tops and bottoms for all ages and the absolute best accessories at great prices so your outfit is a stand out in any crowd in any City. Be aware, there’s gonna be big compliments, envy at your stylish choices and no age agenda!! I’ve been the recipient for years without fail, even in the courtroom (my professional career lands me there) and I’m always in proper but attractively outfits! It doesn’t take a personal shopper, it doesn’t take a huge bank account and it almost doesn’t take a fashionista eye to make you look fabulous!! It just takes some trying on for a good fit, some professional assistance, if needed, from this app’s well trained and highly competent , not pushy, sales staff and you’re out the door with NOT a ‘whole NEW you’ but a well clothed person who’s got great style!!! I am a major clothes horse who’s budget is working class caliber but this app makes you look runway ready for any occasion from the tips of your toes with great shoes to the top of your head with accessories!! Who said designer chic has to break the bank, not with a Zaraein your side!!🥰🥰

by Beccslee

Love ZARA! Best feature is the “match with” section beneath each selected item. If you click on a top and it’s shown with cute pants, those pants will be listed below if they are still available. Love that function! Super super easy returns - best business model, because the free return policy encourages me to buy more, without fear or stress. Very very intuitive design. The only thing that is less straightforward is the exchange process. It took me some digging to figure out that I wasn’t being charged twice during an exchange. Perhaps a note on the exchange receipt that says “amount charged if exchanged item is not received...” Would be a bit more clear. Also less (or no) repetition of pieces within a section would be better for me, as I like to look through all the dresses, for instance, and may not be able to get through them all because it takes such a long time due to repeated item listings. Hope this helps, great work!!!

by Otita $

I had a bittersweet experience with your customer service over the phone, my husband bought me a pair of pants and they did not fit me so he returned them and then he went on a business trip, he asked me to call and make sure that the package was received by your company, I called between 3 to 5 times to ask if you guys received the package, and every single time the customer service agent told me that they cannot give me any information about the package because my husband bought it not me, even though I gave them my husband‘s email address full name phone number and we have the same address, it did not matter, they refused to give me any information about that package because it was purchased by my husband.
I have to tell you it made me extremely happy that my information and my husbands information is so protected by your company, thank you so much for protecting our identity our personal information ,specially in times like this!!!!! Great job great company amazing customer service great quality of clothing and most important ,thank you for protecting our personal information!!!!!
Otita

by PheobeX

Very shady. They don’t send written confirmation or email communication. You would have to explain yourself about the same issue every time you call. Bought a black pants & it turned into brown spotted pants after dry clean for the fist time! I never even wore it. The dry cleaning shop said it was a manufacture defect. They never had this issue before in their 20yrs of dry cleaning business. Contacted this app and I was told to send photos but there’s no email address to send. I had to download ZARA in order to send photos via chat. After the chat session was over I couldn’t save our conversation. At the end they emailed me to call them, didn’t say anything else. When I call I had to explain myself again...this app said it wasn’t their fault, not a manufacture defect. Escalated the issue and the result was the same, not their fault. Throughout the whole process they refused to send me any written communication. They have zero customer service!!! I’ve been a this app customer for many years. I would not shop at this app anymore.

by Jbird1818

If I could rate this no stars, I would. I was trying to make a purchase during the recent sale and ZARA crashed. I was in the checkout where you enter your card info. I kept reloading it and when it finally began working again, they would no longer honor the sale price. I reached out to customer service via chat option and the representative said varying “standard procedure” phrases like, “I would recommend subscribing to the newsletter” and “there was no order made before the sale”. That’s my point, I couldn’t make my order before ZARA crashed. I don’t see how this app failing to keep up with traffic on ZARA and it crashing would be my fault, but according to them it is. Also, I’ve been shopping with them for quite some time and spent a lot of money, so one would think that they would want to honor the sale price. this app does not care about their customers. Boo to this app. Eighteen thumbs down. Shop with companies that care.

by You Asked How I Feel

Nothing but absolutely nothing on your site is easy or intuitive. Your categories make no sense - new, sale, collection, editorial, rspt, random circle images on top with some kind of categories - there is no explanation and I have no idea what and why there is a difference. Basically even looking through every tab I still don’t have a good grasp on what to buy and where and what you really sell. No clue why you show collection, no clue why and what editorial means but I can’t find it or buy it. Even if you ask for the system to send you an email for merchandise that’s not available it takes months for the merchandise to arrive if at all. Very poorly run branding and merchandising by your teams. Brand you have to continue to establish in consumers brain without frustration. Get them interact in regular basis and deliver on the promises you are making (even the visual promise.) You basically let me down every time I shop the site.

by Lanikegirl

I’ve been shopping at this app for many years. It was always my go to spot for my everyday style and their price point i felt was relative to the quality of their goods. Recently I’ve been severely disappointed in the quality of their clothing. I’ve purchased several pairs of pants/jeans that were ruined upon their first wash. After my last purchase where I experienced this issue I reached out to customer service to request that they either replace the item or refund the cost. I followed their care instructions on the item and from their website. Mind you their instructions are very abstract and simple. They prolonged their response for several weeks and their customer service was inconsistent and unhelpful. In the end they did not acknowledge the issue at all and refused to either refund or replace.

I will no longer be supporting this app products. The quality of their clothes is not worth their price or hassle to figure out proper cleaning.

by Reni_gj

I did a purchase on jun 29. Since i’m leaving this Wednesday. I’m going in vacation. I did the purchase 11 days before. During the process i selected standard delivery option because it showed me that “is expected on July 2”. After I completed my purchase this app send me an email that says is on top of the email excepted on july 4 and on the bottom of email it says delivery from friday 5 july to Thursday 11 july. They send me an email yesterday that the order is on the way. When i tracked my order it shows me that they just created the label but your order in sot on way yet. I wish i will receive my package before i leave on Wednesday. If not, just like that not opened yet i will return in the same day that it comes, with my cousin help because of course i will be out of the country. I’m extremely upset how this app lies people about the shipping. If i knew that the package will be this late i would select express shipping option. Such a liar. I will not order anymore from this app. I’m leaving this review just to warn people. Ridiculous how they lied me!

by Ggggggggggghhhhhhh

I was shopping online, as I always do . After putting several items in my cart , totaling over 600$ usd . I'm ready to check out and half the items I put in my cart less than 15 min ago were now out of stock! What is this like something you see on a game show ! you have to throw everything you can in the cart & check out real fast ! Before someone else gets it. Not my style , I enjoy shopping, I don't want to get nervous & feel if I don't check out fast it may be gone. Maybe for others but can be very frustrating. I'm sure this app can give their clients some time without being afraid the client that has a item in the basket mite change there mind. It's supposed to be a fun shopping experience not made to have a consumer's blood pressure blow through the roof! It givedcit that Marshalls , TJMax feel . Don't blink a eye or it's in someone else's cart. I thought this app was a few steps above. Don't get me wrong I love the those others stores, but I expect a good grab & get!! I get my war paint on and I'm ready for action'!!

by Particularle

this app literally has the worst customer service. Since they’re a high in demand brand they don’t have to rectify this. Don’t ever have a problem with an order and think you can call customer service for help, because they will not offer help. They might as well get rid of that department altogether.
Unfortunately for me, there is no physical this app store located where I live. So I have to use the website/app to get their pieces. Their site platform is not the best. It’s often difficult to find certain pieces. Everyone complains about this. this app has made a few tweaks with allowing you to save items for “buy later” or “wish list”. This helps. this app also needs to either lower prices, or increase the quality for some of their pieces. In all honesty, many of the items aren’t really worth the price point, but the fashion sense is so on point. Which is probably why this will not be rectified. My best advice is to wait and get things on sale.

by Dlmshsb

ZARA is fine. It runs smoothly how an APP should. Do you need ZARA on your phone? No. The website will suffice. However this app has a bad practice of “first pay, first serve” when I placed my item in the cart and continued browsing the website. After about 5 minutes I go to my cart and it gives me a message saying “out of stock”. How is this fair? I’m still looking around. The cart should hold items for AT LEAST 30 minutes. I am extremely disappointed. Imagine this happening at a store when you ask the clerk to hold something on the side for you and someone else comes over and says “I’ll pay for that right now give it to me” and they pay for it and leave.. that’s how relatable my experience is. I haven’t had this experience at any other website. Fix this this app.

by Austin Son

I love this app and shopping at this app. I would say 80% of my shopping is done online. I generally use the this app app but refuse to use certain apps because the web browser version is just overall more user friendly. Honestly, the new updated this app app is the worst that they have released by far. It’s confusing, unorganized, and at times nearly impossible to find the category you are looking for. For men, just about everything you want or will likely purchase from can be found under “basics”, yet there are multiple other sub categories within a category like “corner shops”, “TRF”, and “Streets” that make ZARA feel overcrowded and at times difficult to navigate. Again, I am an advocate for this app I am just not a fan of their new app, at all!

by Migucoco

I am a mom who just decided to get rid of old wardrobe in one shot cut my hair shirt and modern. I needed a change in my life tired of the old and repeated. I went in the net found that this app was shipping it had great reviews and that’s when I decided to try it out and trying out I mean buy a new wardrobe. Today, I shop on ZARA and the store and I love my new look. I would I have dropped 10 years of my look and I could never be happier. My only recommendation is to this app IT team. When I search in ZARA always don’t see all your current items and this is something that would make my buying experience easier. Also, love for you to offer a credit card for purchases.

by Princessdasha

It’s super practical and comfortable to shopping specially when scheduled for work doesn’t really allow to go to the store then I just woke and doit through ZARA !!! I just would like or suggest that you guys must add the review options in order to lovers of this app like me let others know about the quality of your items besides the beauty of the most products! You guys doing amazing job keep it up and maybe should also considering add credit card with rewards for loyal customers because! I already bought soo many items from you and I’ll definitely shop way more with rewards and I’m sure other girls also!!!
Wishing you all a great day and blessings!