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How would you rate Zara?
Top Positive Review
“Fashionable Finds on this Shop”
FarrahS.
7/11/23
Zara Dress Shop exceeded my expectations in terms of both product quality and customer service. With their wide selection of fashionable dresses, attentive staff, and inviting store environment, it's clear that they prioritize customer satisfaction. Whether you're searching for a statement dress or a wardrobe staple, I highly recommend visiting Zara Dress Shop for a seamless and stylish shopping experience. I particularly appreciated the range of sizes available, as it allowed me to find the perfect fit for my body type.
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Top Critical Review
“Zara is a SCAM”
ChristianB.
6/5/23
I placed an order for a shirt and a pair of shoes that was stolen off of my front porch. While trying to file a claim, Zara continued to show me how careless and unsupportive they're during this process. All they care about is their money and not the customers satisfaction. I sent them pictures of someone stealing the package and still have not received a refund or a replacement. I will never shop here ever again! Customer service was very displeasing.
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Reviews (1,132)
June 5th, 2023
I placed an order for a shirt and a pair of shoes that was stolen off of my front porch. While trying to file a claim, Zara continued to show me how careless and unsupportive they're during this process. All they care about is their money and not the customers satisfaction. I sent them pictures of someone stealing the package and still have not received a refund or a replacement. I will never shop here ever again! Customer service was very displeasing.
Tip for consumers:
Not recommend
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Helpful (4)
August 1st, 2023
Verified purchase
First time ordering online, will never do again. Attempted to speak to a representative three times to resolve an issue with my order. The two piece linens did not match. I asked if they had lined linen pants, neither rep knew what that meant. I could not get a English speaking representative. Worst experience with a retailer I have ever had. DO NOT PURCHASE ONLINE! You will be frustrated beyond belief. Absolutely TERRIBLE!
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Linen white didn’t match.
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None
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Helpful (1)
June 9th, 2023
Never buy anything from Zara online, this is what you'll get.
These came all bent up and chipped, like somebody stomped on them and still tossed them in a shipping box carelessly. They'll also try to CHARGE YOU for returning anything. It's hard to get a hold of anyone. This company does not care about you or quality.
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Helpful (3)
August 10th, 2023
Well, it's a pretty good mass market store. If you need to buy something for your outfit and if you want to look fresh and modern, then you can come over this store and find something up to your taste.
For sure, the quality/price ratio of sold apparel here is on a good level, I mean you won't have a feeling that you overpaid. That's why I respect such mass market stores and this one as well.
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Helpful (0)
July 27th, 2023
It has got to be one of the worst customer service experiences I have ever experienced, no body English enough to actually understand and help me with a package they lost. One person hung up on me, another said managers don't talk to people. They just repeat themselves. It's a shame I've been a customer for years never ordering anything again. Not supporting that.
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Helpful (4)
July 7th, 2023
Verified purchase
Purchased an expensive top in the Zara sale. Wore once, washed at 30* as per care instructions, and it shrunk beyond being able to wear it. Neither in store manager or online customer service via WhatsApp would refund me despite having the receipt dated within 2 weeks and the original price tags. Store told me to contact customer service. Customer service told me to contact store. No refund.
This is the 2nd top from there with the same issue.
Definitely should have read the reviews before expecting any resolution for faulty items.
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Helpful (4)
“Poor delivery due to online order!”
August 25th, 2023
Verified purchase
I placed an order online and paid for shipping, my package said delivered but I never arrived at my home, ZARA said to send it correctly and send a photograph (but that was not my address). I communicate again with ZARA and they send me an email saying that it is a single exception since they delivered the package satisfactorily, when obviously they didn't do it that was not my house! They made me feel like I stole something, terrible service.
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Nothing
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Helpful (0)
August 17th, 2023
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Tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam,
Quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo
Consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse
Cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non
Proident, sunt in culpa qui officia deserunt mollit anim id est laborum.
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Helpful (0)
July 5th, 2023
What has happened to Zara?
Queues at changing rooms and tills in 3 central London stores (near Bond Street, Oxford Street, High Street Kensington) I visited today Wednesday and yesterday Tuesday. Stores not overly busy. Staff seem to be on a go slow and don't seem overly happy.
They don't care about customer service. They wouldnt give a credit note for an expired £50 voucher that I found in my home today. I misplaced it a year ago. I've shipped at Zara and Zara home for many years but don't think I'll shop there again.
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Gift card
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Helpful (1)
September 15th, 2023
I purchased a pair of pants that were returned within the 10 day return window. Zara received them and denied my return, claiming that the pants had been laundered. They were silk pants that would have been destroyed in the wash had I laundered them, they also still had all the original tags attached. They refused to allow me to speak with a manager or someone in the returns department to explain why they believed the pants had been laundered. I am filing a claim with my credit card company.
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Helpful (0)
June 14th, 2023
Verified purchase
I purchased a swimsuit at Zara's Disney Springs location in Orlando on 5/27/23. After wearing the swimsuit once it faded. I did not realize that the swimsuit was defective until I was back at home in North Carolina. There is no Zara retail store close to me so I called the company on 5/31/23 to let them know what happened with the swimsuit [I had to call two times to get an answer] I received an email on 6/14/23 stating that they regret they cannot help me since this was a store purchase and only a store manager can accommodate or deny my request. So basically I have to drive 10 hours or pay to fly to the nearest Zara to get my money back or do an exchange. This is totally ridiculous. Needless to say I will not be going back to Zara.
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Swimsuit
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Helpful (0)
May 27th, 2023
Verified purchase
I bought a pair of $48 slacks at full price. The gold buttons on the pockets fell off after wearing then for 3 hours. The store at La Cantera San Antonio Texas gave me a ton of excuses as to why they would not allow me to return the defective garment. They sent me over to the customer service number which was an absolute joke. I advise everyone to stay clear of shopping at the Zara. It is such a scam shop at stores that stand behind their products 100% of the time, I am so disappointed in Zara. I cannot tell you how much I wish I would've never walked through that front door.
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I paid full price for slacks that were defective and Zara would not stand behind their poor quality. Shop elsewhere.
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Helpful (0)
February 8th, 2023
Verified purchase
If you are going to shop at Zara, do it in person. Every online order I've placed has encountered major issues and delays, resulting in huge headaches. Their customer service is AWFUL and give you the same lines over and over without offering any actual support or helpful information. It's been 16 days and I still don't have my most recent order -- and I don't even know where it is. The tracking on it stopped updating last week. No answers from Zara.
Tip for consumers:
Avoid ordering anything online at Zara. If you absolutely must, expect a 2-3 week deliver time (if the order arrives at all!)
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Helpful (13)
September 12th, 2023
Zara would not take two of my online returns because they said I did not follow the return policy and because my clothes smelled like perfume they would not return them. When I asked to speak to a manager about this policy, I was told that the manager was unavailable. I will never shop as are online again and I suggest you do the same if they can make such incredible claims without any founded information.
I would like to follow up with the fact that I just received my order back in the mail not only was the package not even opened. I went to smell the clothes because they claimed they smelled like perfume, which is strange because I don't often wear perfume. And we all smelled the clothes and didn't smell a scent of perfume on them. There is no way to prove this on either side and the fact that this is a policy that Zara stands behind is completely insane.
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Helpful (1)
June 6th, 2023
Zara's clothes are not great. They're often poor quality, but hey...you get what you pay for. I've bought things from their store in the past, but have always tried things on in the store. This last time, I placed an online order. Not only did the order arrive almost a week late, but then I didn't have time to return it. Zara states that you get 30 days from the 'shipping date'. That's the WORST company policy. When you call, you speak to someone in a foreign country and you can't speak to a manager. They do not allow for store credit. Now, I'm stuck with clothing that I won't wear. Needless to say, I will NEVER shop at Zara again.
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pants
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Helpful (2)
June 28th, 2023
WARNING***If you need to make a return don't expect it to go quickly. The reality is they don't want your return. They want your money and if you return the bag too. They don't refund you for that. I asked to speak to the manager because one associate was tell the customer about his life goals while there were 8 people in line. Then the gentleman was shuffling hangers and sorting the returned merch. Supervisor stated, "that's his job", I said "isn't assisting his customers top priority" and he said "nope, he's doing his job". No mater how many customers are waiting in line to make returns. Sadly they're more concerned about your money than there service!
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Helpful (1)
June 27th, 2023
My daughter bought a dress online, it came with a stain on it. The same day she received it she requested a refund. We sent back the dress and they refused to give us a refund, claiming that the dress was worn. But the dress was not worn and we requested a refund the same day we got it. Bad and awful customer service. I hope they go bankrupt. I don't advise anyone to buy from zara
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Helpful (4)
July 18th, 2023
I purchased a dress from Zara online. I returned the item as I found it too small. I did open the package but never tried the dress and packed it back into original paper packaging. Two weeks later received an email that they will not refund me as the dress has signed of using. Impossible as I never even tried it on. Contacted Customer Service via WhatsApp as they do not have contact line. The customer service was highly unprofessional as they were ignoring me when asked for reports from our conversation and pictures of labels confirms that it was the dress which I have send to them. Also, they didn't want to provide the name of the person I was talk with. They send me random picture of the dress with black stain. It is not proving that I made the stain which I didn't as I didn't even wore it. It could be damaged in the warehouse or during the delivery. Now they are sending me only automatic messages how sorry they are but they won't refund me for the dress. They claims that they send it back but didn't want to provide the tracking number etc. now they sending me damaged dress without the refund. Highly DO NOT Recommend buying anything with Zara. They just causing the problems, customer service doesn't exist at all. There is no contact line that you can speak with real person. They just send automatic replies. AVOID ZARA!
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Helpful (1)
August 23rd, 2023
I placed an order using the Zara app and I decided to go with "pick up point" delivery. When you use the app, you enter your zipcode and the app gives you the nearest locations that you are able to pick up. Well I did that, waited for my order to get delivered to the pick up point. On the delivery day, as I tracked it through Fedex, it shows "invalid address/recipient moved" thus unable to deliver. I contacted Zara customer service right away but "Mary" the rep just flat out refused to help me solve the issue. She said I can get my refund but I won't be able get a replacement because one of the item was on sale. She told me I can try calling Fedex myself to see if they can change the address otherwise there's nothing she can do to help me with my order as per "policy." Just pure disregard for customer satisfaction. Mind you, this address was the one that they gave me as an option, on the app. This company does not take responsibility or accountability on their part when issues like this arise. After all the back and forth with 3 different reps, no this no that, I just accepted my refund.
In store, customer service is also very lacking. It's very rare to see an employee that's nice and approachable. That is why I preferred online shopping but not after this incident. I'm really disgusted by how much value they have for their customers.
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Helpful (0)
July 11th, 2023
Zara Dress Shop exceeded my expectations in terms of both product quality and customer service. With their wide selection of fashionable dresses, attentive staff, and inviting store environment, it's clear that they prioritize customer satisfaction. Whether you're searching for a statement dress or a wardrobe staple, I highly recommend visiting Zara Dress Shop for a seamless and stylish shopping experience. I particularly appreciated the range of sizes available, as it allowed me to find the perfect fit for my body type.
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Helpful (0)
June 21st, 2023
I purchased two items that were on a sale. Each item was highlighted in yellow as discounted and it was advertised that there was a huge sale today. At the end of the purchase nothing was for sale any more and ended up paying 15-20 dollars more than we expected. I tried to chat about it with their chat option and there was just a standard reply saying that their item prices are subject to change. It was an awful experience! I won't purchase from them online ever again.
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Helpful (2)
July 19th, 2023
Post covid time, Zara has degraded.
The in-store experience isn't good because of the long lines for billing and trial.
I stopped buying from Zara when, on my last online purchase, I got pants that were semi-transparent, which was not visible in their photoshopped images. Since I had grey color in same pants, without any reluctance I purchased pink pants in it. For which I paid 290 extra delivery charges since it was on discount at that time.
Now for return, I have to pay 100 extra, so much hassle and waste of time.
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Helpful (1)
September 16th, 2023
Appalling policy and customer service!
Would have given 0 stars if could
Submitted a return request within thirty working days of delivery,as the goods did not fit despite ordering my size! So Zara s inconsistent sizing strikes again.during that latter I had been on holiday which I explained to Zara and have a full-time job with two children after several days if trying to return online I contacted Zara who told me rudely that their decision was not accepting return as outside the 30 days - explained the above and that the drop off point is only open weekdays, also explained their policy not clear as DOES not stipulate whether it's working days or not. I suspect on other occasions they allow returns but still said No as my reason wasn't good enough. DO NOT buy online with Zara they have poor customer services policy and clearly have an opinion that they are such a big company that losing one customer is not of any consequence to them.I am now stuck with a crappy poorly made jumpsuit that would just about fit a 14 year old stuck thin teenage girl ( despite being labelled large)
Will be sticking with retailers that actually believe each customer is of value - poor poor customer service
Tip for consumers:
No
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Helpful (0)
July 25th, 2023
I purchased a coat from Zara online in Canada. I wanted to gift it to my mom as I was visiting my family. Unfortunately the style and size did not fit well, so she didn't like it. I was out of country for a month, so I tried to contact them, there was no email, no actual person on chat option and I was unable to make a direct phone call. When I came back, I went to the store in metropolis at Metrotown and very politely requested them to help me with the refund, the employee called the store manager. She just gave the customer care phone number. I called them, as soon as the person on phone got to know that I passed the 30 day return policy, he was not even willing to listen. There was no way I could do the return within 30 days in Canada. They don't accept returns in a different country, I was in UK at that time. All they keep on repeating is 30 Day return policy, I don't need this product, it's brand new, I can't sell it but Zara CAN. I work in customer service and I do exceptions depending on the situation. Zara really need to learn what CUSTOMER SERVICE is.
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Helpful (1)
September 8th, 2023
Bought few pieces online. Typically I do buy quite alot from different sites with no issues.
The return process was absurd. Had to call customer services during business hours - waited ling time on the line to receive a return label via email.
A nice dress which was the most expensive item did not fit me well, to my disappointment.
Too much fabric and nonflattering. It needed to be returned.The return was made immediately after receiving the label in its original, intact conditions in the same box and paper wrapping.
To my disbelief the item was sent back yo my house weeks later with a scribble barely readable and in spanish. It was absolutely not acceptable and untruthful. After trying to decipher the readings it stated the dress had an odor. Unreal and subjective.
Called back customer service and they refuse to accept the return. Will post the label.Will not EVER buy from Zara USA again. Will dispute with my credit card.
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Helpful (0)
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