Zara Customer Service Issues

Hello, I recently purchased a jacket from your store in Saint Herblain. Unfortunately, the item did not meet my expectations, and when I requested a refund or store credit, I was informed that I had exceeded the one-month return period. I sent an email to your customer service team 1 month and 10 days after the purchase, asking if an exception could be made to allow the return of the item. I kindly ask for your understanding, considering the slight delay within your return policy. I am open to receiving a store credit to choose a different item. I appreciate your prompt response. I can provide a photo of the receipt and the item if needed. Thank you. 🙏

I reside in the United States and recently purchased leggings for my niece from Zara.co.uk. I mistakenly misspelled the email address linked to the delivery address in the United Kingdom. The leggings have been received, but my niece needs to exchange them. Unfortunately, there is no return label or email regarding the delivery due to the typo. How can we initiate the exchange or refund process? Thank you.

Subject: Recent Unpleasant Experience at Kings Plaza Zara Store Dear Customer Service, I am writing to share a recent experience at your Kings Plaza Brooklyn Store. As a loyal Zara customer, I have always appreciated the excellent customer service provided. However, I encountered an issue with my recent order. After delays due to weather conditions, I received a partial order with items that did not suit me. When trying to return the items following the new policy, I faced challenges as I had to visit a post office, which is inconvenient for me due to my full-time job. Despite visiting the Kings Plaza Zara store, I was met with resistance from a clerk and a manager who refused to assist me in processing the return. The manager's behavior was extremely rude, which I found unacceptable. I urge for appropriate action to be taken regarding this employee's conduct. I look forward to receiving the return label to proceed with the return. I expect better customer service in the future and hope for an apology for the mistreatment I experienced. Thank you for your attention to this matter. Sincerely, J.T.

I made a purchase of £55.97 from Zara on December 21, [redacted]. Payment was taken, but I have not yet received my order. When I tracked the parcel, it showed as delivered to the address. I asked customer service for photographic evidence of the delivery, but they have not provided any proof. Despite multiple attempts to contact them, the responses have been inconsistent. Initially, I was told I would be refunded, but now I am being instructed to contact the carrier company, which I believe is not my responsibility. Dealing with the carrier company is not something I have done before, and I believe it is Zara's responsibility to ensure the delivery reaches me. I am requesting that Zara take responsibility for this issue and provide a refund.

Dear Team, I am reaching out regarding an issue with an order I placed on the Zara Spain website. Due to the closure of Zara stores in Ukraine, I have been ordering from different countries and arranging delivery. Unfortunately, one of the items, a leather jacket, arrived defective with wear on the collar, scratches, and a hole in the sleeve. This particular order, like others, was well-packed and delivered by a trusted courier service without being opened prior to reaching me. While all my previous orders arrived in good condition, this defective leather jacket from Zara Spain indicates a lack of quality control at their warehouse. When I contacted Zara's customer service via chat, I was met with a dismissive response blaming the delivery to Ukraine. The lack of assistance and the rude behavior from customer service representatives Sarah and Olivia was unexpected from a reputable company like Zara. I am requesting a thorough review of the situation and a proper resolution. I have included photos of the defects and details of the order for your reference. Thank you for your attention and anticipated support in resolving this matter promptly. Best Regards, Susanna Order Number: [redacted] Product Number: [redacted]/[redacted]/[redacted] Price: [redacted] EUR Email: [redacted]

To the Zara team, I am reaching out regarding a recent order I placed on the Zara Spain website. Due to the closure of Zara stores and the website in Ukraine amid the war, Ukrainians like myself have had to order from other countries and arrange for delivery. While most of my Zara orders arrived in perfect condition, one order, containing a leather jacket with a worn collar, scratched sleeve, and a hole, was delivered defective from Zara Spain. Despite being properly packed and not unpacked before reaching me, the item was damaged. I contacted Zara's customer service via chat on their website to address the issue. Unfortunately, instead of receiving assistance with returns and compensation for the flawed product, I received a dismissive and unhelpful response stating that it was my problem since the order was delivered to Ukraine. The lack of concern and professionalism displayed by the customer service representatives named Sarah and Olivia was disheartening. I believe that a reputable company like Zara should provide better customer support in resolving such issues promptly. I hope that this matter can be reviewed and appropriately addressed. Order Number: [redacted] Art.: [redacted]/[redacted]/[redacted] Price: [redacted] EUR Susanna Isaieva Email: [redacted] Attached are photos of the defects. Thank you for your anticipated assistance and response. I trust that this matter will be resolved satisfactorily. Sincerely, Susanna

Dear ZARA Customer Service, I am writing to you regarding package number [redacted]7, which was marked as delivered to me on [13.02.[redacted]]. Unfortunately, I was not home at the time of delivery and could not locate the package on my property. I left a note on my front door asking my neighbors to contact me if they have seen or received the package, but no one has reached out so far. As the package is still missing, I kindly request your assistance in locating it. Could you please investigate the delivery and confirm the location where the package was left? It is possible that the package was delivered to the wrong address or left in an unusual location. Please let me know what steps can be taken to find the package and ensure that it is delivered to me, the rightful recipient. I appreciate your prompt attention to this matter and look forward to your response. Sincerely, Nwakwuoke Abaeze

My friend bought a women's jacket on February 11 using her debit card at Ruhrpark Bochum. The money was debited on February 13, but the item (Order No. [redacted]3 or [redacted], unclear) has not arrived despite multiple inquiries. The Zara manager at Ruhrpark Bochum suggested contacting you. My question is: when will the item arrive? If not, can I get a refund of €59.95? I don't wish to become a member of any service for the answer, including Just Answer. I just want to know the status of the item or if I will receive a refund.

I recently bought an item in-store but faced issues with slow internet during payment. Despite the machine showing a session failure, my bank account was debited. The store suggested I pay with a card and assured me the failed transaction amount would be refunded. Unfortunately, the refund hasn't been processed yet. Date: 30/03/[redacted] Time: 21:16:57 Client ID: [redacted] Batch ID: [redacted] ROC/RCC ID: [redacted]

Yesterday at 4pm, I visited your store located in France at Bagneux, Centre Commercial La Vache Noire. I endured a 45-minute wait in line to make a purchase. There was only one sales lady at the counter handling exchanges and refunds, leading to a lengthy queue. Despite expressing my frustration when I was just three people away from the counter, I was directed to go upstairs to the men's cash desk, where I encountered another queue. Frustrated, I returned downstairs and waited. I almost left, but I had promised my daughter I would buy her something. She mentioned that this situation is common whenever she shops there. It's no surprise that many stores are struggling to stay open with such inefficiencies.

Sehr geehrte Damen und Herren, Leider ist der Chat nicht verfügbar. Ich habe am 16.04. eine Bestellung aufgegeben ([redacted]0) für die Hose Jeans Z [redacted] Baggy Papaerbag Khaki ([redacted]/[redacted]), Gr. 34 zum Preis von 29,95.-. Nach dem vorschriftsmäßigen Waschen ist die Hose total verfleckt aus der Maschine gekommen und untragbar. Die Farbe ist an vielen Stellen einfach verblasst, obwohl ich keine Fehler beim Waschen gemacht habe. Ich habe Fotos als Beweis und möchte die Hose zurückgeben, da ich sie so nicht behalten oder bezahlen möchte. Bitte geben Sie mir Anweisungen, wie ich vorgehen kann. Vielen Dank und mit freundlichen Grüßen, M. Pohner

Re: Order # [redacted]5 Hello, I am reaching out because I have not received my package from Zara. They sent me a picture as proof of delivery, but the image does not match my location. It seems like my package was delivered to the wrong address. I have a photo of my place that I can provide as evidence if you can share an email or phone number where I can send it. You can also find a picture of my place through an online search (Suok An, Red Hair [redacted] S 6th Street, Champaign, IL [redacted]). I just really want to resolve this issue and receive my package. Any assistance you can provide would be greatly appreciated. Thank you.

I made a purchase on March 31, [redacted], at the Zara Store in Buffalo, New York at the Galleria Mall, totaling $[redacted].17 on my credit card. After reviewing my statement, I noticed that I was charged twice for the same amount in error. I have spoken with three different individuals regarding this issue, and each has provided a different process to obtain a refund. Despite these efforts, I have not received any resolution from your company for over a month. Please address this matter promptly.

I returned item number [redacted]27 in January with the postage provided by Zara, which was printed from their website. However, the package was returned to me in May due to insufficient postage. I have the email showing Zara provided the postage used. FedEx accepted the package with this postage, but now Zara is requesting an extra $4. Typically, the postage is deducted from the refund, so I am frustrated by this situation. I urgently need the $[redacted] refund, and I am tired of the frustrating experience with this large company.

Hello, I have purchased a strapless bodysuit. Unfortunately, it is impossible to wear it because the top part is poorly made, causing it to slip down even when standing. I believe it is reasonable to request a return given the defective craftsmanship, rather than just a matter of personal preference. I kindly ask for a free return shipping label to address this issue. Thank you, Valeria A.

Hello, I wanted to file a complaint about extreme rudeness and unfriendliness. Today, I visited the store located at Königstraße 50 in Stuttgart. I asked an employee if she could check the stock of a pair of jeans for me. The first lady tried to input the item number, then called for help. The second lady was very unfriendly and asked what I wanted, to which I explained. She was extremely rude, made fun of me with her colleague, saying she couldn't read the scribbles. I replied that's why I was telling her. She seemed very annoyed and said it was somewhere on the table in the back. The first lady mentioned she didn't respond because she didn't speak German. When I later complained to the extremely unfriendly lady about her behavior, she boldly told me to be nicer, then she would too. With all due respect, this is not how you treat a customer. The incident occurred today on the 1st floor around 5 pm. How can one be so rude and discriminatory? The customer is king!!! I hope you can speak to the staff member about this. Such behavior is unacceptable.

Order Number [redacted]1 Dear Sir or Madam, I returned 2 blouses, which you confirmed receiving. I have emailed Zara multiple times without any response or refund. Contacting customer service in Germany is impossible!!! Please process my refund promptly, or I will involve my lawyer and publicly share the bad customer service experience. Sincerely, Brigitte K.

Warning, stay away from Zara!!! They are trying to profit from returns. It is impossible to reach their customer service by phone. Returned items are not being refunded. Even with evidence, Zara refuses to acknowledge the return. It is disappointing and more than rude for a multi-million company to treat its customers like this. I will contact consumer protection and file a criminal complaint for fraud. Please check the reviews on Trustpilot, everyone has reported the same issue!!!

Disaster, Stay away from Zara!!! They are trying to profit off returns. There is no longer a phone customer service available. Returned items are not being credited. Even with proof, Zara refuses to acknowledge the return. It is disappointing and more than rude for a multi-million company to treat its customers this way. I will contact the consumer protection agency and file a fraud report. I can also provide evidence if needed.

I have not received my expected delivery for Order [redacted]7. When I checked the tracking information, it stated that it was left outside my door. After confirming with my neighbors, none of them have seen it. I live on the 18th floor in a building with a communal area accessible to anyone in the building. Typically, all deliveries are left with the Concierge if the recipient is unavailable. I find it concerning that a package would be left outside a door that is accessible to anyone. I kindly request for my order to be sent out promptly. Thank you.