Zara Home Reviews 

We are an interior design firm. we purchased a furniture unit that came in with broken parts due to the poor quality of attaching them. We have spent money of getting a joiner to reattach as we did not have the timeline to purchase a new unit for a later assembly that would cost extra money, and asked Zara Home to cover the £150 cost of fixing the unit. Zara Home refused, saying they can only replace, PS replacing has a collection cost.

BEWARE - they take customers for fools!!!

Facts only:
1. I placed order 80112359777 on 20 May 2026.
2. Due to a typo in my email address, I was initially unable to receive order updates. This issue was corrected on 26 May 2026.
3. After the email issue was corrected, I finally received comms with the estimated delivery date of 9 June 2026. At that time, the order status still showed as "Preparing Order."
4. On 29 May 2026, having seen no progress beyond "Preparing Order," I submitted a concern through Zara Home's contact form.
5. Zara Home responded on the same day via email, stating that the order had been processed and was being prepared in the warehouse.
6. I replied to that email and stated that if the delivery date will be delayed, I wished to cancel the order and receive a full refund.
7. On 30 May 2026, Zara Home sent an email stating that the order had been dispatched. No tracking number was included.
8. I obtained the tracking number through Zara Home chat support and played detective to identify the shipping partner - Aramex.
9. The Aramex tracking information showed that a shipping label had been created on 20 May 2026, but that the shipment had not yet been handed over to Aramex offices.
10. On 31 May 2026, Zara Home chat support advised that the order "may be experiencing a delay."

Given the other reviews here, I guess I shouldn’t be surprised… and i’m lucky to have caught their bull**** earlier on. It’s disgusting having paid for a service and ending up having to chase the services provider…

I am once again requesting an immediate full refund for order 80112359777. Based on this experience, I will avoid Zara Home and other Inditex brands in the future. This intentional misleading behavior is unacceptable, especially when it’s a global retailer. 🤮

Poor customer service. And poor product packaging. I received a play kitchen which got damaged on its way. I asked for a replacement, it was damaged again.And the inner box was opened. So I asked the refund as well as the refund of my shipping cost. But customer service said it can’t be refunded, cuz I received other products in good condition. But my other items are small. I wouldn’t need to spend that much on shipping cost if I didn’t order the play kitchen for my little one. The customer service is not really trying to help you to resolve the situation in the way that make you feel better, they’d like to argue with you like “it makes perfect sense that we are going to send u a new one in perfect condition without charging you again for the shipping cost” and when I got another one damaged, they were still like that.

These guys are absolute cowboys. Never buy anything from them. They delivered a broken product because of inferior packaging, they were impossible to contact, when I finally got the refund which took weeks they deducted over £20. So they made a profit despite delivering a totally broken product. I will NEVER use them again

I've been waiting for a refund for 3 months now!

Customer service is incompetent.

I created a dispute with my bank which Zara rejected, although in their returns policy they prompt you to create a dispute with your bank due to their incompetence to provide a refund.

I then wasted my time contacting Zara twice where they eventually accepted the return, sent a confirmation email and assured a refund will be credited.
Waited for more than 1 month and saw nothing.
I wasted my time to contact them again but they were incompetent enough to not give me any update.

Update
Thankfully, I just got an email from my bank saying they have won the dispute, 3 months after they accepted the return.

Stay away from these scammers

If you buy from the Netherlands, do not pay via iDeal as you cannot dispute the payment and you will be stack with Zara's incompetent customer service to resolve it, which might take a few years.

The worst Customer Service experience. I ordered a piece of furniture which was already broken when it arrived. I paid nearly 1000€ for it. I’ve been trying to return for months. The Chat didn‘t even understand that it wasn‘t a Package I wanted to Return. When I reached out via email they promised me time and time again that a pickup would be arranged and someone would call me. Never happened. My only option is to go to court now, which I really wanted to avoid.

I ordered a package and one of the tems arrived broken, it is unuseable.
Now, almost 20 days later, I cannot get in contact with Zara home. I have tried the contact forms, the website chat and the whatsapp and I get no responses anywhere!

Another 1-star to the list. Order expected yesterday but still not shipped. Customer service was very hard to get to, and they had no idea what's going on. This continues previously bad experience with the chain, at least in Greece. Someone needs to wake up.

DO NOT SHOP HERE.
Trying to return one item from an order but they never come to pick it up - i've tried 3/4 times now. They won't let me ship it back or drop it off at a store. Won't refund me. Won't offer any solution except continuing in this psychotic cylce of calling and no one coming.

We ordered a bed online that we had previously seen in the Zara Home store in Zurich. It was delivered quickly from Madrid, but arrived unassembled, which wasn't mentioned on the website. Upon unpacking, we discovered that not just one or two, but three parts were damaged. We immediately contacted Zara Home by phone and asked if the defective parts could be replaced. We were told that we would have to return the item, which is practically impossible after unpacking and inspecting the parts. A partial refund, should we keep the bed and repair the damage ourselves, was refused. Our emails to customer service went unanswered. Does this company expect its customers to perform quality control? An extremely unhelpful and unacceptable refund policy. An unpleasant experience that we hadn't anticipated.

I purchased a full dinner set, expecting basic quality and durability. Shockingly, after the very first wash, some of the plates started to discolor, and parts of them were literally damaged in the dishwasher — despite being clearly labeled as dishwasher-safe. This is completely unacceptable and misleading.

When I reached out to request a return, I was told that the items had to be handed over for inspection and that no more than six months should have passed. The reality is that this set was purchased as a new bride for a new home, and naturally it took some time before it was even used. Instead of showing any understanding, the response was cold and dismissive, hiding behind a policy that requires inspection and limits claims to within six months.

Honestly, this is extremely disappointing. There is absolutely no respect for the money paid, and no effort whatsoever was made to resolve the issue or take responsibility for what is clearly a manufacturing defect. The entire experience feels careless, unprofessional, and deeply frustrating.

Very poor delivery experience in France

I ordered around €3,000 of items from Zara Home for delivery to Valbonne (France). Delivery was scheduled for Monday, but after more than 2.5 weeks nothing arrived.

We called customer service every day. Each time they said it would be escalated, but nothing ever happened.

After almost 3 weeks we wanted to cancel. At first they refused. Only after insisting and asking for a manager we could cancel.

We then ordered the same items in Barcelona — everything delivered perfectly within 2 days.

Very disappointing difference in service.

DO RESEARCH BEFORE BUYING FURNITURE. I wish I had done the same.

I ordered two accent chairs and was disappointed in the quality and difference from the pictures online. These things happen when buying furniture so I wasn’t too upset about it. I proceeded to issue a return and was told that I was responsible for boxing my furniture for shipping point pick up. This is not standard for a furniture return. All other returns I have had, the company arranges a shipping company to remove the items from my home and packages it professionally. when I received the chairs, I took them out of the box immediately and discarded the boxes as I do not want large cardboard boxes taking up space in my small New York City apartment. these chairs are big and I was unable to find shipping boxes that could fit the chairs and I was unable to return the chairs and now I’m stuck with chairs I hate.

Waited forever for what I wanted to be in stock. When it finally was restocked I ordered (over $100) and paid for shipping they literally just put my fragile item into a thin box with no padding and it of course arrived completely broken and falling apart right out of the box. They wrote "fragile" on the outside like some sort of joke. I ignored bad reviews because I thought it was just bad luck and wouldn't happen to me but don't let you be me too. Would never recommend. Now I have to waste my time with the hassle of their returns system.

VERY disappointing ! VERY poor quality !
" Leather" wallets and passport holders are flimsy , unstructured and hold almost nothing, due to poor design ! The luggage tags are awful, so DIY , looks like laser printer quality on cheap flimsy styrene . I bought $475 worth of personalized Xmas gifts that i can't return and will have to toss as I'd be embarrassed to give these items to my friends and family!

Absolutely horrid experience. DO NOT ORDER HERE.

I ordered a mirror and a lamp.

The mirror arrived literally broken, the lamp (standing lamp) was delivered in a state that it is unconstructable. The parts that screw together don't even screw together???

Unacceptable.

I ordered a long wall mirror with dark brown frame. At the time of the purchase, Zara stated that the delivery will take 4 working days. Eventually, it took 7 days, which cause me a lot of inconvenience e.g. rescheduling office trips, write-off of Saturday when it supposed to have been delivered.

More crucially, the product rather than dark brown frame had a white, cheaply looking frame, which looked awful. The customer service apologized for both and then as a gesture of good-will, offered to do not charge me the delivery fee as part of my NEXT purchase. No further compensation, apologies, nothing. I found it insulting, their customer services acted as a proper profit maximizing unit, and my overall experience was terrible. I had bought Zara products in the past few times, and always found them pretty low quality. Not sure what led me to give them a next chance, but this was a last stroke and I will avoid them as fire. Poor quality, unreliable, relatively expensive with completely indifferent customer service. Do yourself a favor and stay away from them.

Zero stars! Took FOREVER for the order to be delivered. This company is a nightmare to work with. After weeks of AI-GENERATED "responses" to my request for assistance, I finally sent a DM through Instagram and we finally got the order delivered. What a joke!

EVERYTHING just put in one HUGE box, with minimal packing paper, no dividers or anything to keep the items from breaking, consequently, two wine glasses are broken.

& the quality of EVERY ITEM IS TERRIBLE. The earthenware is poorly screen printed, VERY pixilated, and the color is off by a couple of shades from item to item, which means a not all of the pieces match. Plates are slightly different than the desert plates, which is slightly different than the bowls, which is slightly different than the platter. These were sent as a gift and I'm so embarrassed at the shockingly poor quality.

The wine glasses are NOT crystal. The item description says they're crystal, but nope, they are regular cheap cut glass and all but one arrived broken

The napkins are tiny. They can't be used as dinner napkins. They're way too small. They are only 8" x 8" - in what world is that considered a dinner napkin?? And they are so thin you can see through them. They were expensive and they are just terrible quality.
Customer service? They don't have Customer service. Phone number says to use chat. Chat is AI-GENERATED and does not offer any help.
I DO NOT RECOMMEND THIS COMPANY AT ALL!!

I ordered two expensive chairs. They were dumped on my door step, packaging damaged, canvas on seat dirty. Tried email and whatsapp to resolve and return the item..no luck. Terrible customer service.

My first order was delivered to the local church rather than my home.
My second order was never delivered despite it now being the end of March and the purchase being in January. Impossible to speak to anyone other than a chatbot. No refund and apparently my order is being returned to the sender. Hugely disappointing service.