"I bought 2 men tops on November 24, planning to gift them as a gift on December 9. Received the items on December 4 and completely wrong items (received whole bunch of baby boys items), right away called customer service and a gentleman promised that I will received a call back within 48 hours. Nothing happened. I called back on December 11 to follow up (spoke with lady named Maissy) and she mentioned in never called in Dec 4 and after so much confusion, finally she admit that I did call. I also being advised that I will not get my correct items as I haven’t return the wrong items. No one told me this on the first call and I’ve been waiting for call back for a week! When I’m ready to send the wrong items and asking the timeline of the correct items to be delivered, I am then just be advised that my original order have been sold out which very dissapointed, so she told me I will get refund once the items are returned and they do investigation from their end. Why do I have to wait for the refund while their doing their own internal investigation??? Again, I’ve been promised to receive a call back by a Manager to solve this issue but no one call me at all! Called back on Dec 13 (spoke with Raphael) already very tired with this process of back & forth and their unprofessional customer service, simply ask what’s going on over here? FINALLY get the return label emailed to me and scheduled to be home pick up on Dec 15 between 12-3pm, get the items picked up at 3.30pm. During conversation with Raphael on Dec 13, I was promised that I will get refund once the tracking number is activated and I simply call customer service again. So that’s what I did, spoke with manager named Lulu, requested the refund and NOW they mentioned they can’t give me a refund unless the items are received by Zara. I’m beyond upset with these multiple calls and Zara keep changing their statement and I insisted that I want the refund to be done TODAY and finally Lulu agreed to do so. Now I just received an email that stated only ONE out of two items will be refunded to me and the other item will still be delivered to me. It’s already way way passed Dec 9 and I do not require this item anymore but the most important I made it very clear that I want REFUND and NEVER requested the item to be sent to me. This is the worst online shopping experience and I used to like Zara, this very bad customer service really leave sour taste.

Summary:
- super disorganized
- eventhough it’s completely their fault, customer will be the person who suffer
- expecting a compensation? Dream on, Zara don’t care about customer at all"

" ORDER NUMBER: 433479553

Bought 3 items on their website as presents for Xmas. Never received them. Zara refused to refund or reship the items claiming that I did receive them even though there was no signature on the delivery (said it was left at door, but there was nothing there). They conducted an investigation and decided everything was fine. I never got them and had to contact my credit card company so they could demand a refund on their end! Terrible customer service, horrible experience, never shopping here again.
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"Ordered online, never received the package. Lasership said they delivered it only after I waited days after it’s original delivery date. The company said there was a delay due to weather and then after emailing several times they said they already delivered it. Then Zara won’t even give an email confirmation of the online chat regarding incident. I feel scammed and cheated. Now I HATE Zara. "

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I strongly recommend against buying a Zara gift card, or allowing them to transfer the balance of a return to one of their cards. I tried to use my card for the first time today and it came up as invalid on their "activate card" site. I first tried to resolve this issue through chat. The customer service person told me they couldn't help me and that I needed to call customer service. I called customer service and spoke to Lorenzo who told me this was an in-store issue and that I would need to call the store. I asked to speak to a manager, and he told me he is the manager and that I would need to call Corporate in order to file a higher complaint, but he would not give me the phone number. I called Corporate and spoke to Jessie, who told me I need to call customer service for any complaints. When I told her that Lorenzo said I had to call Corporate, Jessie said that she couldn't imagine why he would have said that as only customer service can handle complaints. Is this honestly how Zara runs its business? I am amazed at the run around I just received and still no sign of resolving my issues anywhere in sight.
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"The sipping company they use for their online orders will STEAL the merchandise. And while they say they will take care of it, days go by without so much as an email or a call. Don't bother. Either go to the store if you like this brand so much or order from a responsible company like Amazon."

"Son bought £80 clothes and do not fit- cant find receipt but proof on bank statement bought but refuse to exchange for larger size. Never going to shop there again"

"Extremely unprofessional and incompetent customer service. Package was late (still have not received it as of this post) and their customer support contradicted one another -- clear lack of internal communication. waste of time and energy."

"Poor customer service when dealing with my package that was lost by their third party shipping service, On Track. I had to call both parties 4 times each. Eventually my package was lost in communication and in transit. Zara did not offer to refund my package once I found out it was lost. DONT ONLINE SHOP AT ZARA!!!!"

"If i could give a review in negative stars, i possibly would consider doing that. I ordered a few dresses from ZARA for my daughters photo shoot at her school. The order was placed a week before the event, with the promise of delivery within two days. Reasonable we thought. The day of the photoshoot came and went.No delivery yet. Lasership aint taking calls. ZARA customer service being equally disappointing. A+ for Zero accountability and pathetic customer service !"

"Do not buy, I repeat do NOT buy anything from them. Ordered a dress online, it came 3-4 days late with a huge hole. Called Customer Service, they told me to send email with picture and they would return in 24 hours. 2 days later, no response, call back and was told it takes 48 hours to review. 4 days later call back and was told it takes up to 72 hours to review the case. I'm not sure what could possible take to look at a picture and see that there is a hole. AT this point the issue is till not resolved, its day 5 and we just want our money back.

CS reps are like robots, read of the screen propt/call flows and do not even try to understand your issue.

Advice - spend your money somewhere else."

"I ordered 8 items three weeks ago. Got shipment right away, but missing 6 items. I called and called 4 times. Everyone says giv us 24-48hours to look into it and call you back. No ONE did. Three weeks later I am still here on the phone with them..she was so rude on the phone today no apologize and tell me I don’t understands what’s 24 hours means. Wow !! Poor poor poor service ：（ "

"Website is ok but not super user friendly to navigate. ordered online to pickup in local store. After waiting for a week only to get an email of "refund confirmation." Called in to find out what's happening. Customer service rep sounded like she was waken up by my phone call. She checked and found it is in stock. Then I was put on hold for 21 minutes. When's back to talk, she said she's checked with supervisor, there's nothing they could do, asking me to re-order. It's saying we don't want people to shop or you have to spending double or triple time to shop. After waiting on the phone for 26 minutes, i was told supervisor is too busy to talk to me. He would call back. "

"Worst customer service ever, got a $70 dress wore it twice and washed it as instructed and it tore. I opened the app to chat and they kept ignoring and closing the chat. So i called and they asked for a picture and more details. A few weeks later a receive a call telling me that it is not a manufacturer mistake."

"I lost my receipt, I usually don't but hey it's called HUMAN ERROR. The jeans I want to return are in perfect shape, with the tag on it and everything. With their old policy we were able to exchange a different item without the receipt. now it has to be an exchange with the same item? Are you **** me? So stupid. What happened to putting customers first? ****."

"I made many online orders from Zara and didn't have an issue until this time. I received an email saying that my package was ready to be picked up 1 day before the 30day return policy after contacting customer service to check on my package status. I wasn't able to pick up my item til the next day and found that 2 items did not fit well. Contacted customer service again about returning the item as it was not my fault that the package for instore pickup was lost for almost a month. Received a call from a "manager" that they cannot give me a refund and it is their "final decision". Would not budge, not even store credit. Every time I try to say something, the "manager" just repeats that no refund can be given and asks if there's anything else she can help me with, like a robot. Unbelievable.
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