Zara Reviews 

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

One star even more kindly, I had a very frustrating experience when trying to return an item. I waited for almost half an hour, and one staff member told me I couldn’t return it and then walked away without any explanation. I tried to get help from other staff, but they were looking at me and pretending not to notice me. Very poor customer service and disappointing experience.

AVOID AT ALL COSTS! ZARA'S ONLINE AI CUSTOMER SERVICE IS A DISASTER! AN EXERCISE IN LITERALLY DRIVING YOURSELF INSANE AND REGRETTING YOUR LIFE CHOICES. A HIDEOUS DESPERATE HATEFUL EXPERIENCE. SHOCKING!

The product was damaged and the customer service was awful.

Have lost over £400 as my order, according to the tracking it’s has been delivered to drop-off point but the post office it was supposed to be dropped off at do not have it. I have wasted time on the website chat and on WhatsApp and both are just AI generated messages and I can’t get any help. I cannot make a claim with royal mail as postage was paid from a business account. Neither Zara, Royal Mail or the drop-off point Post Office will help me and I will never buy anything from Zara again in case this happens again.
Absolutely pointless customer service and massive disrespect to paying loyal customer. Never, ever again!

It was a horrible experience. I ordered online, and my package was delivered and left unattended in the building hall, so it was lost, but they refused refund my money. The second experience I chose to deliver in post, and I have not received any email or notification. When I checked the situation, there was an explanation that the recipient refused to accept it, and it turned out the same day, so their online system is horrible in the UK.

Shocking after care , you cannot it’s almost impossible to speak to someone l had a missing parcel l needed resoloving they were impossible to deal with promises of updates on what’s app live chats l even went into the store to try to resolve not bothered at all ! No email addresss just rubbish what’s app they answer when they feel like , order and if you receive all good but be aware if it’s not delivered and you are charged don’t expect any customer service support it’s zero !! !

If I could give this a zero I would. Iv shopped at Zara for years but this is the final straw. Placed an order, paid for delivery for 2 to 3 working days. A week went by and no updates, heard nothing. Another week gone by still nothing. I have contacted them this today for an update to be told the 5 items ordered are out of stock. A disgrace, won't be shopping with again!

One star is too much to give this appalling company. Customer service is non existant as they haven't replied once to my two emails. They refused, in the store, to exchange the size on a Christmas gift that I received, even though the garment had all tags on. Never dealt with such a dreadful company.

It's not worth purchasing anything from Zara online as their customer service is shocking (or non existent).
Purchased a pair of trainers for my daughter and sent them for an exchange. They sent the wrong size (also the trainers had the wrong size labels on) and would not process another exchange despite their error. I was told to send them back as a refund (with 2.99 processing fee that I have to pay for) and repurchase them (also paying additional delivery fee). It has been 3 weeks since I returned them for a refund and nothing's been processed. Their customer service online is absolutely useless. No initiative to help their customers or to rectify their own error.

Refused to refund something I sent back even though it was in same box with other items. All with labels and unworn.

Zukifqar on chat seems to think that an order that was placed on Sunday 18th which incurred a delivery charge for 48 hour Royal Mail tracked delivery can be delivered on Thursday 22nd and that’s still within 48 hours! I asked on chat if they use a business account because this is what the Royal Mail website asks for if you want to claim for late delivery. They refuse to answer that question and keep telling me to wait until it’s delivered. Clearly they can’t be bothered to read the messages properly .

Awful Unfriendly Rude Staff...Mahon Point Cork..

One star is too kind. Sadly my mum’s coat was stolen in the Regent Street branch last month. Professional thieves operate around the store throughout London so beware. Seems the online experience is almost even worse. Avoid at all costs unless you want to find yourself filing a police report

Incredibly disappointed given Zara’s high standards in their shops, products and service.

The website is possibly the worst online shopping experience that I have experienced.
Why?
1) hard to navigate
2) once ordered gift voucher not emailed.
3) subsequent attempts to find how to access said voucher failed.
4) went to Chat. Incredibly hard given that I am SSI/ Blind and despite several requests with customer service agent no answer was given to Zara’s Accesability policy.

So if you are visually impaired don’t use Zara.

Bought item on line as size not available in shop on the 9/10/25 email confirmed receipt 16-17 October. Went to shop not arrived. Advised to wait for further email confirming arrived in store.
Chased 28 October 25, advised to wait until receive email confirming in store.
Chased again 29th December on line this time requesting refund. Told I would have to go into store to get refund. (Not what the shop told me when I went in store chasing delivery of item previously) Returned to shop on the 9th January 2026 after further communication on what's app promising refund and compensation for wasted journeys.
The shop finally refunded me on the 9th January 2026 but apparently dont offer compensation in store. I persued this further and spoke to a representative on the phone in the store. The store Manager confirmed that he had seen written evidence that I would be compensated to the call representative. I demanded to speak to the manager and was told the representative could not transfer the call. He said the manager would call back. I agreed on the terms that I would be contacted at a time that gave me sufficient time to return home approx 2.15. I told the representative no earlier as I was in a Mall and I would be driving before then. I was called at 13.44 exactly when I told them not to call.
I have chased again and consistently been shut down on what's app.

I wish i was able to use NO stars as i am absolutely disgusted with Zara's customer services. I have tried time and time again to solve my issue and the chat service they have is shocking. Im not sure if its a human im chatting to but they just keep closing it!
And then i have to go through the same details again and again and again! So now ive asked for an email address to send a written complaint because im getting nowhere.....And guess what...they closed the chat! This has been going on since before Christmas and after numerous attempts to get answers by chat...nothing has changed. Surely there must be a way of raising an official complaint with a company.
The issue isn't huge....its so easily solved if someone spoke to me....Ive dated the experience today but its been going on for weeks and weeks

Avoid Zara. Untrustworthy! Refused to refund a Christmas present bought for my son at Xmas when returned to store on 15 January, unworn, still packed and labelled with full proof of purchase. Gave a gift card less than 40% of purchase price. I had no idea until logging onto TrustPilot that Zara has such a dreadful reputation. Fro the avoidance of doubt almost ALL retailers allow return of Xmas presents with receipt up until end of January

Extremely poor customer service — Zara ended the chat before I could even finish.

I live in the UK. I placed an order on 27 December 2025, and the delivery dates kept changing with no explanation. First I was told it would arrive on 9 January, then 13 January, and after both dates passed, I received no updates at all. The courier provided no information, and Zara kept giving me the same scripted responses every time I contacted them.

I reached out to customer service multiple times, and every single time I was told to “wait 24 hours” or “wait 48 hours.” I followed every instruction, waited patiently, and still received no meaningful update. Eventually, I was told the items were “no longer in their inventory,” and they even attempted to cancel my order without my consent.

After waiting 48 hours several times, I contacted them again. Instead of helping, the agent gave me the same generic message and then ended the chat before I could even finish my conversation. That alone shows how little they value their customers.

This has been incredibly frustrating and completely unprofessional. I’ve now had to escalate the issue to Citizens Advice, Resolver, and my bank for further action. I will also be sharing my experience on social media so other customers are aware of how poorly Zara handles problems.

Zara seriously needs to improve their communication, transparency, and customer service. This experience has been unacceptable from start to finish.

Menswear male manager with an uninviting attitude towards customers are a total put off to ever come back shopping here again.i visited the shop at Westfield shopping mall in Stratford and I believe this person was a manager named Antoine