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Review: Zara

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    Rating: 1.6/5 (647 votes cast)
  • Based on: 298 Reviews

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298 Reviews on Zara

  1. Peter Tabberer on January 11, 2012

    Poor delivery, faulty goods twice, poor refund service. They couldn’t care less.

    I will NEVER buy on line from them ever again, after nearly 4 weeks still not resolved. Had two faulty garments in that time, they insist that you pay for a replacement before it’s sent.


  2. Colin on January 11, 2012

    Was charged twice (£107) for the same product. Have been unable to talk to customer services as the line doesn’t connect. Anyone else I speak to refuses to help. Very sad, won’t be going back.

    I ordered £85 worth of clothes. When it didn’t arrive I checked online and it said my order had been delivered and signed for.

    I phoned Zara to explain that I hadn’t received it. Now after 7 phone calls and 2 emails still nothing has been done. They are rude and one even hung up on me.

    When parcels i’ve ordered before have gone missing from other stores they have apologised and sorted it out. So why can’t Zara? I wont order from them again which is a shame because I love the clothes

  4. Avoid on January 8, 2012

    Oxford Street, both branches.

    Very poor overall customer service shopping experience. The sales advisors only care about getting stock out and doesn’t recognize the customer’s presence whatsoever. No eye contact, no apologizing for waiting and overall negative body language. Count yourself lucky if you get a smile.

  5. David-S on January 5, 2012

    Zara in Croydon. All the staff are incredibly rude and have obviously had no customer service training. I was returning an item that I had previously purchased. I was accused of lying by a store supervisor when I told her of a discussion I had with a sales assistant when I purchased the item. The issue about Zara’s exchange policy (which is ridiculous) is a separate one. There is absolutely no need for the staff to be as unfriendly and downright rude as they are.

  6. lauren on January 4, 2012

    All stores- Customer service is shockingly disgusting… with such wonderful products and prices you would think they could produce the same posative effect from the staff members to represent the brand…but no, you will not find that in any zara store.

  7. Doliva4 on January 3, 2012

    Poor customer service/US/January 2012. Zara’s customer service and ability to understand customers’ needs is not up to par in the US. I found an item that was not available in the State in which I live or online. I located the betl several States away. When I asked to pay over the phone and have it shipped, the person to whom I spoke said that was not “allowed” at Zara. I tried calling corporate and gave the name of the district manager and the front desk person would not put me through to her.

  8. Kate C on January 1, 2012

    Brent Cross – Terrible customer service regarding faulty item, now unwearable & has ruined my other clothes. I’ve taken the item to store twice & both times been spoken to rudely & refused an exchange (they agree it is definitely faulty) as it went into the sale. I paid £80.00 for the item, I got very upset in store, as I see someone has also written below, it makes you nearly lose your temper, they are so unhelpful. I have written between 12-15 emails to Zara but no one ever replies, disgusting

  9. Dissapointed Fan on December 30, 2011

    Windsor UK – Sales Assitants extremely rude and unhelpful, tried to ask if there was another shoe to match the one i had found, sales assistant was incredibly rude was incredibly rude and short and offered absolutely no help to me and treated me with contempt for having stopped her doing whatever she was doing before i spoke to her. I approached two other sales assistants and was treated in exactly the same way, i then left the store feeling very unhappy. Very Dissapointing from a major retailer

  10. Frequently eperience bad service in Zara Reading. Always huge queues and staff are generally unhelpful however my biggest issue is with the changing rooms. No rails or pegs on which to hang your things, no stool either and poorly lit. Rarely anyone on the changing rooms to ask for help or sizes.

  11. Oxford Street London, The most friendly shop assistants and very chatty

  12. Mississauga, Ontario, Canada
    Rude employees! My mom was in the changeroom and called to see me, the employee let me in, and that same employee ended up yelling at me to step away from the changeroom and had a second employee come and kick me out of the area. My mother was forced to go into the shopping area to see me as she tried on different items of clothing and was very uncomfortable doing so. No males allowed in the female changeroom area? DONT hire a MALE employee to supervise it. Disgusted

  13. val slater on December 19, 2011

    Trafford Centre Manchester
    Went in last Friday the week before Christmas, just wo staff on the tills, queue was huge,
    four staff hanging around the till area chatting, when we asked them to open the other two tills we were told that not all staff were trained to use the tills. They need to understand that customers matter, wont be shopping there again sometime soon as they have a poor attitude to customers

  14. Liverpool One / 16th December – Awful experience. Took a coat to the changing rooms, only to be told I “couldn’t try it on” in there due to security. Ridiculous policy! Was laden down with bags so couldn’t try it on on the shop floor either! Very poor experience.

  15. sweetz on December 11, 2011

    Where: Toronto, On Canada. the Zara store in Yorkdale Mall.
    Every time I go into Zara I’m never greeted with a warm welcome, the employees give me a dirty look as if my presence annoys them. Last month I had asked an employee if they had the jacket I wanted to purchase in a size medium. The employee gave me the dirtiest look, dropped the clothes she was folding and stalked off to a separate room. She came back and tossed the jacket at me then went back to folding.

  16. Brent cross – customer service is disgusting !!! I am forever returning faulty poor quality goods with receipts and am having to be humiliated by Zara management ! I end up Losing my temper with them !! They speak in Spanish which I think is disgusting !!! Mary please do something ????

  17. T carracher on December 1, 2011

    Glasgow Buchanan st 1/12/11 was in store 8.40 pm store closes at 9pm,asked to try on dress to be told fitting rooms where closed,even although store does not close for another 20min,think this is very poor service,staff seemed to be more intrested in getting store closed appose to paying customers.

  18. S J Mistry on November 22, 2011

    I find the service at Zara’s Reading branch very good, with great attentive staff always on hand to help and have a friendly courteous manner. I think this may be one of the better Zara stores after reading these reviews! However one criticism I would have is they have 4 tills per section. MAKE USE OF THEM.

  19. Regent Street store, early 2011, took a pair of shoes to the till noticed one looked different to the other. A shop assistant came to look and said to me you could see if any other of the pairs match better (they were leopard print). I said can you grab one for me, she said, no you can get it, to which I was so shocked, I said you work here, please get me another shoe whislt I stand at teh till with my other goods!! So rude and unhelpful. It beggars belief.

  20. Susan Harris on November 10, 2011

    Zara – Oxford Street, London

    Several occasions recently I have had to return items, I have found the staff overwhelmingly helpful and friendly which makes a pleasant change to other shops I have used.

  21. dr ruth on November 9, 2011

    delivery issues, then would not refund because the 30 day return starts on order date not delivery date. zara both by email and on the telephone were rude and sarcastic.

  22. Never again on November 5, 2011

    Dreadful service in Leeds Zara. I bought a pair of jeans that had a knife cut at the bottom of one of the legs ( it was obvious that they had been cut when opening boxes when they were delivered) but when I asked for an exchange they refused saying I had cut them myself then the manager said I had done this with high heels ( that I do not own) I eventually got an exchange but had to spend 10 minutes arguing my case which is not acceptable.

  23. Jenny B on October 26, 2011

    Three stars for the clothes. No stars for the staff. Usually a queue in the Kingston branch. All around the store staff are ‘busy’ having in-depth conversations with each other & couldn’t possibly open more tills to shorten the queue plus the Manager breezes in and out checking refunds but also takes no notice.. Occasionally found a helpful staff member when looking for a size not out but again made to wait because they are doing something far busier and how dare you ask for assistance.

  24. Valeria Walker on October 20, 2011

    cant understand so much bad comments about Zara, I been shopping there for years and never had a complaint about costumes service. lately been shopping at zara bluewater, the staff is friendly but not enough of them there,and for my undertand the stock is far from the shopping floor and they are just alowed to keep one per size on the shopping floor, I feel sorry for the staff!

  25. KATHLEEN on October 20, 2011 (UK) – no idea of “Service” – paid online for goods for delivery to local store – took 6 days – ok not too bad – but one item was sub standard – when this was reported – EIGHT TIMES – NO RESPONSE!! ITEM NO LONGER AVAILABLE ONLINE AS SOLD OUT – WENT TO ZARA STORE – TOLD IF WANT TO RING ROUND STORES TO SEE IF ANY HAVE ITEM – DOWN TO ME TO TRAVEL TO STORE /DESPITE LOCATION – EVEN THOUGH ZARA SENT BAD QUALITY ITEM –

  26. erica on October 18, 2011

    Croydon branch. 1 year ago I went to their store during the sale. I picked up items totalling £80 and paid cash. My friend bought the same pair of trousers with a difference of £13. I challenged the assistant who was very helpful and called the manager. The manager implied that customers sometimes change the tickets on the garments. I was livid and asked for a refund on the goods which I got. i asked for the managers name and she refused. Wrote to Zara who gave a grudging apology. I am not happy

  27. over 50 on October 18, 2011

    Liverpool 1 Ladies department had a big queue,staff were serving an employee who was off duty 3 staff served and the other cashier also broke off serving to enter the discussion. No apaolgy was given for the lengh of time it was taking and the cashiers were indifferent to customers. This took place in september

  28. Mr Disappointed on October 17, 2011

    Covent Garden branch – staff have appalling customer service. I asked whether they had an item in stock but the member of staff who took my query decided to spend five mins putting stock out and then another five mins chatting to staff about lunch breaks before actually dealing with my query. Finally came back to tell me they didn’t have it. No offer to check another branch, no info about whether or not they might be getting more stock in, no offer to order it and reserve it. Pathetic.

  29. MartiG on October 14, 2011

    Brent x, I have only had unhelpful, unfriendly experiences with Zara both here & in France. The staff are always unwelcoming & disinterested.

  30. Appalling service in Zara (Metro centre) every single time i go in there! None of the members of staff seem to care about customers waiting at the tills whilst they have conversations or complain about other customers. They are so unhelpful! Tonight, I watched 3 members of management stand at the tills complaining about all the awful customers they’d had in that day, i felt really uncomfortable whilst i listened to them. I also work in retail + would be given a warning if I acted the same way!

  31. vogueloulou on October 4, 2011

    If I go shopping in my wheelchair, Zara often ingnores me at the changing area and serve the person behind me with a changing room and then that person has to step over me! Has happened two or three times in the Sloane Square shop.

  32. barnne on September 28, 2011

    sep 2011 – norwich, very miserable staff – no interaction with customers what so ever, do not work in retail if you can’t handle being polite to people.

  33. eyds82 on September 16, 2011

    Oxford Street,
    Managed to complete a £210 transaction witohut ANY words spoken by the assistant. Not so much as a ‘Hello’ Please’ or ‘Thank-you’. How do people with no manners at all get jobs in the customer service industry? More importantly how do they get through training without the ability to speak to customers.
    Will NOT be returning to Zara.

  34. annalee on September 5, 2011

    Love their products and the store itself is always well laid out and tidy, however the staff at the Leeds store are always very miserable. They make you wait for as long as they can get away with and the amount of times ive been in there and had to listen to them chatting as they serve me is unbelievable. Upstairs is the worst ,maybe the manager stays downstairs so they know they arent being watched.

  35. Ellie on August 28, 2011

    So surprised at this negativity based on my regular experience in the Bolton store. Beautiful clothes, well presented stock, plenty of fitting rooms available and short queuing times. Staff are also very polite and approach me on most occasions.

  36. Neenah neen on August 25, 2011

    Bond street- The worst experience i have ever had in bond street, i wanted an exchange for a pair of camel colored jeans, had anther item in my hand waiting for my exchange. However they made me wait for 20 mins at the counter whilst the two assistants were talking about their weekend. Completely cheesed me off. In the end i opted for a refund. AWFUL!

  37. Visiting Zara in Westfield I was the only customer in the shop, and totally ignored by two sales staff who preferred to discuss their boyfriends in Spanish than find out if I might wish to be served. I had, eventually, to ask them to help me. It might be a massive global triumph but leaves much to be desired in terms of customer service. However, I still love their clothes!

  38. grrrrrr on August 13, 2011

    cambridge. only ever have one out of their two fitting rooms open, wouldnt let me and my sister go into changing room together when i was IN A WHEELCHAIR! always messy and usually really snobby staff.

  39. Zara01 on August 8, 2011

    Zara, Oxford Street (just after Hills Street)
    The store manager refused to exchange or refund even though I had the receipt and the buy was within 30 day period. She didnt even have the courtsey to say no directly to us. She was standing right in front of us but only spoke through the store assistant. The store assistant asked us to try exchanging or returning in the other Zara store in Oxford st. near Bond St. Station.

  40. Manchester
    Love the clothes, but I barely see a member of staff when I’m in there. Once I went to hand a CV in, and when I finally found a staff member I was told they just throw CVs away. Funnily enough, I didn’t waste my paper.

  41. feefee on August 2, 2011

    I cant understand all the negative feedback for this store, I shop in Zara Edinburgh and have done for years and I have always received very good service. Staff have always been polite and helpful, although I would say that there are sometimes not enough of them especially at the weekends, which makes it difficult to talk to any of them because they are very busy. MORE STAFF ARE NEEDED.

  42. Chloe Miller on July 27, 2011

    great clothes but I wont buy them as long as zara scores low on its ethics- check any ethical consumer website- zara still doesn’t do enough to prevent worker exploitation- don’t buy their clothes until they clean up their act!

  43. JoJo on July 23, 2011

    Great finds..on trend..lovely stores, reasonably priced.. Shame about the customer service.. I returned a faulty dress which was approved by a supervisor who gave me no eye contact, no apology, no engaged conversation, she signed the receipt and walked off.. Rude! after driving 25 miles to the Derby store I find it completely unaceptable!!!

  44. Tara on July 20, 2011

    Zara, Brighton.
    I tried to return a pair of shoes that had broken after only having been worn once. The staff member accused me of lying and said I must have worn the shoes more, that I hadn’t looked after the shoes and that they were probably too small and that’s why they had broken! He humiliated me and refused to refund – disgusting customer service!

  45. Natalie on July 19, 2011

    Zara Oxford Street
    Very poor customer sevice and customer retrns policy, which is basically the minimum customer service returns policy a shop could get away with. No empathy , didnt have a recipt and didnt expect a refund- all iteems were tagged,presumed they would offer exchange, which after explaining to 3 different people they did, alebit for £20 less than the value and as long as i made the exchange there and then. after all that i didnt have time as had to go back to work!Rude staff

  46. Sham0506 on July 18, 2011

    they gave me such a good customer service and the member of staff that helped me was very friendly even though she had little time

  47. Disgusted Shopper on July 18, 2011

    Manchester City Centre – Zara
    I purchased a bag that was faulty. I attempted to return the bag for an exchange or refund as this was a production fault and I was paying the price of it. The faulty item was void and utterly useless to me. The manager refused either request of an exchange or refund and told me to keep the bag. I know my rights and consumer protection is violated here. It seems that sales over customer welfare is in their general interest. Avoid!

  48. Juliet on July 10, 2011

    9 times out of 10 I have found the staff in Zara extremely miserable and unwilling to help. The Oxford store has a policy of only 6 items in the changing rooms and refuse to hold anything. The customer has to get dressed again, come out and come back in with the additional items! Every time I go in, there are arguments between the changing room assistants and customers. The last time I asked for another size I was told I had to get it myself! They never smile and seem unhappy at work.

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Zara, 1.6 out of 5 based on 647 ratings
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Zara, 1.6 out of 5 based on 647 ratings