Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a coat from Zara as a gift from my parents. I opened the gift on Dec 31, during our family Hanukkah party. On Jan 7 I reached out to Zara customer service via online chat to request an exchange for a smaller size. I was told the 30 day return policy lapsed on Jan 6. I explained the circumstances and she offered no option to exchange the coat. She told me the 30 day period begins once the item leaves the warehouse. I asked to speak with a supervisor but she said she could not transfer me. I then called the customer service number and explained the situation to a different representative who maintained the same statements as the previous rep. ** told me if I wanted to speak with a manager Id have to go into a store to do so. I explained that I lived 4 hours away from the nearest store. ** wasnt able to help. I read Zaras terms and conditions for returns/exchanges (attached below), which states the 30 day period begins once the shipping confirmation email is sent. My parents received the email Dec 8, making Jan 7 (the day I called) the 30th day. I called customer service again and this rep ******** agreed that I was correct scouts the policy and confirmed the date of the email. ** could not connect me with a manager but said he would escalate my concern and I would receive an email within ***** hours. Less than 1 hour later I received an email stating they would not process the exchange as the return period was exceeded (see below). Im beyond frustrated and would like for the company to follow their own policy and process the exchange, as I was within the 30 day period.

  Customer response

  02/07/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  ****** ******
  

• Initial Complaint

  01/11/2025

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on Dec 25 worth $989. The order was charged on my credit card on Dec 31. Ever since Dec 25 it has been in order processing . Ive called several times regarding this order. Once on Jan 3 and then again Jan 8 which the *** at the time escalated the order to either be delivered or canceled. The *** had stated there will be a resolution within 48 hours. Two days later, there still havent been a resolution. I called again Jan 11 and spoke to a *** name ******. She told me I cannot do anything but to wait since it is processing in the warehouse. Theyve charged my credit card and they wont either cancel and refund me or deliver my items. Nonetheless this has been frustrating because I feel like this company has stole from me. It is unacceptable.

  Customer response

  02/09/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchase quite a few items for my child from zara, before i go on to my issue I have to say their quality of clothing is just not worth the price tag anymore... after one wash clothing is falling apart. However here is my complaint, I purchased a sweater for my daughter in a size 6, I also ordered the same sweater for my niece in a size 5. The size 5 item came and was MUCH larger then the size 6, i compared the size 6 to my daughters other Zara sweaters that are 3-4 years old and the size 6 was much smaller. In my attempts to reach out to zara they were very unhelpful... did not offer much solutions and would not even offer the item for the same price I had initially purchased it for.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Made an order and it was delivered 11/23. I returned it 11/26 in unworn condition. Zara rejected my return because they said it was in worn/used condition, even though I returned it with tags on right after I received it. They were unhelpful on the phone and quite rude about it

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 12/20/24 I was on vacation in ***********, ****** went Christmas shopping at Zara for my niece. My purchase was $320+ u.s $ which I brought home to **, U.S. On Christmas day my niece realizes the ** size coat and pants are too small. On Sat 1/4/25 I went to a Zara store at ***************** in ** for an exchange. Because the items were purchased outside of the U.S they can't accept & recommend i call customer service during opening hours 1/6/25. I call and to my surprise the agent immediately notified me that unfortunately I can't exchange, return or get a refund in person or by mail. My only option is to fly to ****** to return it. I asked for the escalation depart., manager or **************** told me she couldn't transfer me to ********** had to just call back and just speak to another agent. I don't have an option to ship to the Zara store I purchased it from either and basically I have to accept that I have lost over $150. When I insisted she ask anyone in authority for more info she repeated herself and disconnected the call. I called Zara canada & because I don't live in ****** they can't provide me with a shipping return label even if i paid for it. Again they suggested I return to ****** and return the items prior to the 30 days (Jan 20th) as stated in the return policy. I am outrage by the lack of employee training in these matters and at the company's lack of policy on returns or exchange in items purchased internationally when they have stores all over the world (specially in touristic areas). As a world traveler I am beyond discouraged to ever shop at Zara and will spread the word on social media to others to do the same because if you simply change your mind or notice a default in your item you must fly back to the destination of purchase to address the problem. As an internationally operating company this is an unacceptable way to treat your international consumers. At least offer options to pay for a return label to send to the purchasing store.

  Customer response

  02/03/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  ****** ***** ******-****
  

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an online order on 12/25/24 and was told that I would receive said package on 01/02/2025. Because it was the holidays I was expecting the package on that date or maybe even later because I was out of town and because it was such a huge sale and theyd have so many orders. To my surprise the package was delivered on 12/31/2024 and I was out of town which is a holidy. My package was left thrown outside and I had this issue with Zara previously where I explained that they cannot leave my packages outside due to theft. If no one is home than Id rather had the order be sent back or to retry delivering. They instead chose a cheap lazy company that left my package outside with HUGE ZARA words on it that would draw attention to my package, they didnt even try to hide my package and I wasnt given the option to have it delivered to a pick up spot. I informed Zara of this issue and they refuse to give me my money back!!! And basically told me theyre sorry but its not their issue. So Im basically out of $200 and they have my money and someone has my package because they choose cheap shipping companies.

  Customer response

  02/03/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased two blouses from Zara on November 20 and received the items on November 24, 2024. I purchased the items during a sale that appeared to be a sale for the holiday season. I began to return the blouses due to poor quality and discovered that the last date to return the items stated December 29. Four days after the Christmas holiday. I had purchased these blouses to give as gifts. It was not stated clearly that the items did not fall under a holiday return period. After contacting Zara through ******** and receiving no reply and calling, I spoke with a phone representative. He stated that the special holiday return policy began on December 15! Well after Zara had been posting items for holiday sales. This does not make sense and is very devious of this company. We are shopping and purchasing holiday gifts and will not be able to return the items until after the recipient opens these on December 25. Next, we are traveling and a four days after Christmas deadline does not allow for many of us to return any items that we were not happy with. The two blouses were for my daughter. Both blouses are very sheer and cannot be worn without something underneath each of these. Blouses should not be transparent. The quality was very disappointing and now I learn that Zara customer service is non-existent. The phone representative stated that there was a holiday return extension but it began on December 15! Ten days before Christmas when most everyone is finished with their Christmas shopping. I do not wait until ten days before Christmas to buy presents. Items are gone or not available by December 15. This unrealistic return policy for Christmas gifts is devious and unprofessional. I have bought items from many stores this Christmas and Zara is the only company that has no return extension for the holiday season until December 15. I request that Zara accept the return of my blouses and refund my money.

  Customer response

  02/07/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I returned two items about five months ago and have called customer service over 50 times since. Each time, Im told Ill receive a gift card within 48 hours, but it never arrives. This is unacceptable.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been calling Zara regarding my purchase since 12/17/24. I expressed to them that I received 1 item and did not receive my other items which happened to be in a separate package. I was very clear and thorough with the *** that I spoke to. She said ***orted all the information & and that it will take ***** hours to review. It took a little longer & I received an email stating that I have an option to be refunded. The email did not state what I was being refunded. I called in to get clarity they refunded me for the item that I received ! I explained again that I received the item which was perfume but not my second package which was clothing . I even asked the *** to put on a complaint in on 12/23/24. I asked to speak to a supervisor he stated hes not able to transfer me to a supervisor and that he didnt have reason why. (Very unprofessional) . He claimed to put in my complaint and once again I have to wait another ***** hours for my issue to be reviewed regarding the items I didnt receive. I called back on 12/26/24 no update . The *** I spoke to this time stated she was going to escalate this matter again. I called back again on 12/30/24 the *** I spoke to was clearly confused as the previous ***s no seems to know how to help me nor tell me why I cant speak or a supervisor. I asked Thai *** if he sees the notes and if a complaint was filed on 12/23 he said no I asked him again do you see that Ive called in regarding this Ive asked for it be escalated Ive for a complaint to be escalated he said. I then asked again if I can speak to a supervisor he said no he is the one handling it but he could not provide me his title and stated if I speak to a supervisor they will tell me the same thing. I asked again he said no again and when I asked why he stated I just cant I asked how can I contact cooperate to file a complaint he told me he will check and put me on hold he came back to the phone and stated that information is private.

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to express concerns regarding several items from my recent purchases, specifically related to the orders with the numbers ***********, ***********, ***********, ***********, ***********, and ***********. Despite my efforts to initiate returns within the designated deadline due to fit and quality issues, I have faced challenges in exchanging these items, but last year when I went to the ********************** Zara store, I was informed that corporate can make a one-time exception The faux leather trench coat felt unusually rough to the touch, and the quality of the dress and pants did not meet the standards I expected based on Zara's descriptions. Unfortunately, I was not allowed to exchange these items at the time of my return attempt.Given these circumstances, I kindly request in-store credit equivalent to the lowest selling price of these items. This credit would enable me to select products that better meet my expectations and needs.I appreciate your prompt attention to this matter and look forward to a resolution that underscores Zara's commitment for long term customer satisfaction Best regards,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩