ZaraReviews 

I purchased an e-gift card on 19th December for a Christmas present the voucher was never received into my Zara app, I got an email confirming purchase of the £40 voucher, but never received to activation code so at Christmas had to give my granddaughter money. At the beginning of January I tried to contact Zara by phone which is nigh impossible so contacted them by chat to eventually be told the money would be refunded to my account, however, it’s the 9th February today and I have still not received my £40. I would never deal with Zara again as this is nothing short of theft!! It is no wonder they only receive 1* on Trustpilot

If I could give them a zero I would , zara have the worst Customer service I have ever experienced , they literally steel your money ,

Waiting for a refund which Zara confirmed in writing twice now, for over 2 months

Customer service utterly USELESS and incompetent!!

I give them case numbers , screenshots of past chats with their online CS, email confirmations you name it. They give you the run around and the aim is to NOT ISSUE refunds under any circumstances

NEVER SHOPPING AT TOU STORES AGAIN

Dreadful company. I will never use it again. I have written my issues on here before to no avail, so I decided to write to head office in Spain who own the brand but lo and behold after I sent them the same email twice, they have never ever replied! Obviously Zara UK get there appalling lack of Customer experience straight from the top. If this is what the parent company are like, then there is no hope. Shame on you, Zara and Inditex! You must be so proud of all the negative feedback on this site……… I surprised that you are still allowed to trade.

I visited Zara in Bath this week (02/02/26) but found one of the assistants extremely unhelpful, she seemed quite annoyed that I interrupted her chat with her colleague.
I asked if they had any more of a coat I liked in a small, the one on the rail was faulty. The assistant looked up on her machine and said there was one more on the shop floor, she didn’t offer to see if it had been misplaced at all and look for it. I said could it be on the mannequin, she said if it was she couldn’t remove it, so I left without purchasing! I have had other shops take items off the mannequin’s, it was a loose coat so wouldn’t have been difficult!
Item now purchased online and received the following day!

Zara’s Customer Service Is Shockingly Disorganized and Breaches UK Consumer Law
My recent experience with Zara has been one of the worst retail interactions I have ever had. What should have been a straightforward online order turned into a month‑long nightmare filled with errors, misinformation, broken promises, and a complete lack of accountability.
Below is exactly what happened.

1. I Ordered Several Items and Never Received Them
I placed an order for multiple items, waited, and none of them were ever delivered.
Under UK consumer law, the retailer—not the courier—is legally responsible for ensuring the goods reach the buyer. Citizens Advice clearly states that “it’s the seller’s responsibility to make sure the item is delivered to you” and that they must resolve missing deliveries. [citizensad...ice.org.uk]
Additionally, the Consumer Contracts Regulations require retailers to refund the full amount—including standard delivery fees—when goods are not delivered and the consumer no longer wishes to wait. [gov.uk]

2. After One Month, Zara Told Me to Pick Up My Package — But the Box Wasn’t Mine
After a full month, Zara finally sent a message claiming my order was “ready for pickup.”
When I arrived, I discovered the package was not mine at all.
The box contained letters belonging to more than 14 different people—none of which had anything to do with my order.
This is more than an inconvenience. It is a serious breach of trust, privacy, and parcel‑handling standards.

3. Zara Refused to Refund the Delivery Cost — A Clear Violation of UK Law
Despite failing to deliver my order, Zara refused to refund the delivery fee.
This violates UK consumer law on several grounds:
UK Consumer Law Requirements:

Retailers must ensure goods are delivered to the customer, and responsibility cannot be passed to the courier. This is explicitly confirmed by Citizens Advice. [citizensad...ice.org.uk]
If goods never arrive, the consumer is entitled to a full refund including standard delivery costs, under the Consumer Contracts Regulations and explained on GOV.UK. [gov.uk]
Delivery rights guidance confirms consumers can receive a refund when an order is missing or not delivered within 30 days, including delivery costs, and that the retailer—not the courier—is liable until the parcel is in the customer’s possession. [execonomics.com]

Zara’s refusal to refund my delivery fee is therefore a breach of the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

4. Zara Promised to Collect the Wrong Package — They Never Showed Up
I contacted Zara immediately and sent all requested photos and evidence.
Zara assured me that someone would be sent to collect the misdelivered parcel so they could investigate.
They never came.
No updates. No follow‑through. No professionalism.
Because Zara failed to collect the letters addressed to over a dozen individuals, I had to contact Royal Mail myself, who agreed to collect the package since it contained mail for multiple unrelated recipients.
Royal Mail handled the matter correctly—because I took responsibility, not Zara.

5. Zara’s Customer Support Is Chaotic and Nearly Impossible to Work With
Zara has no phone support whatsoever.
Your only options are online chat and WhatsApp, both of which are dysfunctional.
What actually happens:

You upload photos
You provide the same details over and over
You wait
You get suddenly disconnected
Your entire chat history disappears
You reconnect
And you must start the entire conversation from scratch

There is no continuity, no case tracking, and no agent seems to know what the previous one said.
This is unacceptable for a global brand.

6. Summary of Failures
✔ I ordered several items — none were delivered
✔ After a month, Zara claimed the package was ready
✔ The box contained over 14 people’s letters, not my order
✔ Zara refused to refund delivery fees, violating UK law
✔ They promised a pickup and never showed up
✔ I had to involve Royal Mail myself
✔ Customer service disconnected repeatedly, causing endless restarts
✔ No continuity, accountability, or professionalism at any stage

Final Verdict
This experience has shown me that Zara’s customer service is not just unhelpful—it is fundamentally broken and non‑compliant with UK consumer law.
I will seriously reconsider whether I ever shop with Zara again.

I had an extremely disappointing experience shopping online with Zara. My delivery was left outside by the bins on a rainy day, instead of being handed to me or placed somewhere safe. When I found the package, the box was soaked through and all of the items inside were wet, dirty, and stained. Several pieces were completely ruined.

I contacted Zara customer service to explain what had happened, but they were incredibly unhelpful. The only solution they offered was for me to return the items for a refund. However, the items were from a sale and were no longer available online, so returning them would mean I couldn’t replace them. I asked if Zara could at least contribute towards the cost of dry cleaning, but they refused and said they could not do anything else.

I feel this is very unfair. The damage was caused by poor delivery handling, yet Zara took no responsibility and offered no real compensation. This experience has left me frustrated and disappointed, and it has seriously affected my trust in the brand.

Dreadful company-
Bought an item (in stock) for over £80 including shipping, get sent a completely different item (not even the same gender or size) worth £14 and which then left the original item now out of stock, so I couldn’t repurchase which was meant to be a gift. Left without the item I originally wanted and have to go through the hassle of customer services and returning something I never wanted. Wouldn’t bother with them- Mistakes happen but after reading all the other reviews on here it seems the company just do not care. The staff in stores are just as unhelpful.

I visited Zara today to return a few items but did not have a receipt. Selda, a very kind and patient sales assistant went above and beyond to help me retrieve my receipt through the Zara app. Her calm demeanour, understanding, and clear guidance ensured I received the best possible service, truly 100% from Zara on this occasion.
If Selda isn’t in a managerial role, she would undoubtedly be a tremendous asset to the company, helping to train staff to deliver outstanding customer service. Her humane and thoughtful approach made a stressful, busy store visit much easier to navigate, and I’m sincerely grateful for her assistance.

Thank you, Selda, for turning a potentially frustrating experience into a positive one. Your dedication to excellent service did not go unnoticed.

London Oxford Street

ZARA IS THE MOST DIRTIEST,CORNY COMPANY YOU EVER WANT TO DEAL WITH-- THEY TEAM ARE MISERABLE, HELPLESS, HAVE NO CLUE EXPECT CHATTING SHIT. I HAVE LOST A PACKAGE TOTAL TO £240 POUNDS ORDERING FROM THEM BECAUSE THEY USED YODEL COURIER-- LITERALLY THEY DO NOT CARE ABOUT DELIVERY AFTER YOUR MONEY IS TAKEN... I KNOW THIS DON'T TAKE A PINCH OUT OF ZARA BUT I WISH NOTHING BUT SADNESS AND A MISERABLE LIFE FOR ZARA TEAM UK-- FOR THEIR NONCHALANT ATTITUDE WITH CUSTOMERS--- YOU ARE GOING DOWN GRADUALLY AND WE WILL BE HERE TO WATCH YOU ALL DECAY IN HELL OF POVERTY AS YOU RIP OTHERS OFF - MODERN DAY ARMED ROBBERS

Stylish and good quality

Purchased a dress online in Dec 2025. Realised now it’s got a faulty zip (still with tags). According to Zara as it’s past 30 days, nothing can be done. Explained I’m not asking for help for no other reason than it’s faulty. Staff are like AI robots. Close the chat before you can reply. Had to raise the issue with my bank. I don’t know how the can get away with it?

Absolutely awful. Will never buy from Zara ever again.

Package got lost with EVRI. Was told by Zara customer services that it will be delivered and just to wait. Never did. Kept telling me to wait for their internal investigation which never happened. No other way to raise a concern. When asked for a number and complaints procedure chucked out the chat.

This company is stealing from people

It is so frustrating you cannot speak to anyone in customer services.
Ordered a sweatshirt online paid extra for next day express delivery service and paid extra for the item to be gift wrapped in a box with personalised note for my nieces birthday but it didn't arrive with anything, which is appalling. Having spent 40mins through chat service and advised, it needs to be investigated for 48hrs (although photo evidence provided already). Informed 2 weeks for my refund. Shocking timeframe.

The online aftercare/query service is really letting ZARA down badly.

Disgusting how Zara treats customers. No email or phone number but an AI whatsapp that refers to a team in India (with up to 60 min wait times) that reads AI prompts and follows a script without any sense or human decency. After weeks of pointless communication with that India chat centre, logged a formal complaint case number: CAS-4225375-B4M4R8. Was told I would hear back within 48h. As of 30 Jan, still zero response.

I think Zara officially has the worst customer service in the history of customer service. I returned an item in store but didn’t receive a refund and because the customer service representative couldn’t work out why this had happened they said have a nice day and ended the chat. I still haven’t been refunded! Diabolical!

I place an order and did not receive my order, 2 days passed the delivery time can’t talk to someone and the Al chat is nothing to write home about. I need my refund

The range and quality of products is generally good, the app is well laid out and easy to use.
I have only really had any issues when it comes
to returning items and contacting "customer service".
I ordered a fragrance online which came boxed and sealed. Decided I didn't really want it any
more and went instore to return it. Scanned the app, placed the item in a sealed paper bag which they provided and then placed it in the locker to be returned. A few days went by and I got an email saying that they would not be refunding the item and that it would be sent back to me. No explanation provided. The email also said it is not possible to return or exchange the item again. The item was then sent back to me and i saw the box had been opened, and there was a rip
on the box. This was certainly not how i sent it off!
Contacting customer service is beyond painful and I have gone round in multiple circles
on whatsapp explaining the situation countless times and got nowhere. Very very disappointing from such a big international company

I have had numerous orders never turn up and it is a nightmare trying to get it sorted and get money back
gave it another try and just received a weird dress instead of the top I ordered

Wouldn't even give them one star but no other option. Done an online order and was left on the doorstep and went missing but according to Zara online chat, which is absolutely useless, it has been delivered successfully. A week later and 4 different hours spent on chat, which is totally useless, I'm out of pocket and Zara has robbed yet another customer so AVOID THIS COMPANY AT ALL COSTS!
Needs to be shut down by Trading Standards