Zara Customer Service Issues

Dear Zara Customer Service, During my recent visit to Belgium, I visited the Zara store near the Meir in Antwerp on 21-MAR-19 and made a purchase. Upon returning to the United States, I realized one of the sizes was too small and attempted to exchange it at the Cherry Hill, New Jersey store on 23-MAR-19. The Manager, Chamille, refused the exchange without providing a written policy. This was contrary to a previous exchange I had made for the same item. I would appreciate speaking to a customer service manager to clarify the exchange policy or address potential training issues at the Cherry Hill location. Additionally, I seek guidance on how to resolve the exchange matter for the larger size I purchased. I have both receipts available for reference. I hope to regain my confidence in Zara's customer service, which has always been positive in my past experiences. Please advise on the best course of action to address this issue promptly. Kind Regards, Kellie T. [redacted] [redacted]

Zara, it is crucial to update your policies. I recently had an issue with a return that extended beyond the 30-day window. After talking to both a store employee and customer service, I received conflicting information. The store staff member advised me to contact customer service for a refund, but the representative I spoke to said she couldn't authorize returns. This inconsistency is concerning. The phone agent's lack of flexibility was disappointing, especially considering my demanding job in public accounting. This experience sheds light on Zara's profit-focused approach over customer care. As a loyal 25-year-old customer, I planned on continuing to shop at Zara, but now I feel compelled to caution my friends about the company's treatment of customers. Successful retailers prioritize customer satisfaction, a concept that seems to elude Zara based on its dwindling sales figures.

I visited your Canterbury store on Tuesday, April 16th to exchange a Men's t-shirt I had bought from your Bluewater store recently. I purchased a Medium, not realizing it was a muscle fit, and wanted to exchange it for a Large. The cashier examined the shirt and claimed it had been worn despite my assurance that it had not been worn, just too small. She proceeded to sniff the shirt under the armpits for a while, causing me extreme embarrassment. As an assistant manager myself, I would never tolerate such behavior from my staff. I have always enjoyed shopping at Zara for your trendy and affordable clothing but this experience was unacceptable and degrading. I am now hesitant to return to this store after this incident.

Hello, I placed an order on Tuesday night and tried to select next day delivery during checkout, but the website kept defaulting to a standard 2-4 business days shipping option. I attempted this twice with the same result of the delivery date being set for today. Despite receiving an email stating the package would arrive today, I haven't received any tracking information. This caused confusion as I needed the package urgently before someone leaves the island. I contacted customer support through chat but have not received a clear explanation. The situation has left me disappointed and stressed, especially as I needed the package for an upcoming event in Barbados. My name is Kristine Mayers, and the package was supposed to be shipped to Jerry Kellman at [redacted]-10 118th Cambria Heights, Queens NY [redacted]. You can reach me at [redacted]. Thank you.

Good afternoon, I visited the Zara store on Newbury Street on April 25 at 2:30 p.m. I was in search of a XS dress. Unfortunately, the employee upstairs was not very helpful and directed me back downstairs. After waiting more than 30 minutes at the register, I was informed they did not have the dress upstairs. They asked me to check another fitting room. I was confused by their lack of assistance. Are they there to help customers or not? I would appreciate advice on how to handle such a situation in the future. Looking forward to your solution. Best regards, Uyen

I purchased a pair of jeans with diamonds on the side at Zara Palladium Mall in Mumbai about three months ago. Due to their dressy nature, I saved them for a special occasion. I finally wore them during a trip to South Africa, where I did not wash them for a few days. Upon returning to India and washing them, more stones fell off than in. Is this the quality consumers deserve? Are Zara jeans meant for one-time wear only? Despite my efforts to seek help at the Zara store, my faded bill has posed an issue. I have pictures of the jeans and the bill, although the latter is now unreadable. The store suggested that I reach out via email for assistance. Can these jeans be replaced, possibly due to being a faulty piece? I await your response. Thank you. Best regards, N.N.

I visited Zara on [redacted] Oxford Street on Wednesday, May 8th, around 2:30 pm after a nearby appointment, dressed casually in a tracksuit. While browsing, I noticed a security guard following me from the bottom floor to the TRF section, making me feel embarrassed and uncomfortable. I chose to leave without causing a scene, feeling humiliated and in tears. Despite being a frequent shopper, I'll now only shop online to avoid such unpleasant experiences. I find it unacceptable that I was made to feel like a shoplifter for no reason, and I expect an apology and a response addressing this issue promptly.

I had an unfortunate experience at your Maidstone Branch today with the low standards of customer service. It was around 3.30 pm, and the queue at the working tills on the ground floor was building up. The Manager seemed unaware of the long wait and remained focused on paperwork instead of assisting customers. I observed an intense interaction at one till, which ended with the customer leaving dissatisfied. Instead of moving to assist the next customer, the staff member left to gossip with the Manager, unaware of the queue growing. Even when I requested more help due to the queue, the response was unhelpful. Despite struggling to find someone available to help, the situation did not improve. The lack of professionalism and customer service skills displayed were disappointing. I hope that these issues can be addressed and improved in the future to prevent customers from having similar experiences. Thank you. Clare R.

I ordered three shirts from Zara for my husband. Upon receiving them, one fit, but the other two were too small. Despite the absence of a return label and website issues with exchanges, I contacted customer service. The representative suggested I purchase the correct sizes and return the others as a workaround. I promptly returned the shirts, still tagged and unworn, only to be told they were ineligible for return due to a cigar smell, which is untrue. I am frustrated as they refused to process an exchange and are now denying a refund. This all occurred within days. I am seeking a resolution, considering escalation to the BBB and exploring legal options against Zara for their handling of this matter.

I recently purchased an expensive pair of jeans that took a long time to ship. Upon trying them on, they tore at the belt loop, indicating poor quality. Despite ordering a size up, the fit was disappointing. Contacting customer service was frustrating as I faced language barriers and unclear instructions. After multiple calls, I was asked to submit pictures for a return, which took days to process. Eventually, I received the return label and managed to send the item back. Currently waiting for confirmation on the exchange. This experience has been incredibly frustrating and I will not recommend this company in the future.

Hello, I am Kim Colton. I am a regular customer at Zara and recently visited your Meadowhall store near Sheffield to return two dresses in different colors due to fit issues. Unfortunately, despite having the tags attached and purchasing them just a week ago, I was informed by the staff that I couldn't exchange them without a receipt. I found this policy to be quite frustrating, as I was hoping to exchange them for two different items of higher value. The lack of empathy from the staff members I interacted with left me disappointed. Considering the amount I spend at Zara, I expected a more understanding approach from the company. I would appreciate it if you could investigate this matter and assist me in resolving the situation. Thank you, Kim Colton. Sent from my iPhone.

As a long-time resident of Qatar and loyal customer of the ZARA store in Villagio Mall since its opening, I would like to share my recent disappointing experience. On July 6, [redacted], I purchased a shoe in size 42 but needed to exchange it for a size 41. Despite being informed that 41 was not available, we were assured a call when it was. Unfortunately, no such call was received. Upon returning to the store on July 17 with the original receipt as instructed, I was denied a refund or exchange due to the absence of the original tag. This requirement was not communicated earlier. I urge ZARA management to reconsider their stance and kindly request an exchange or refund of the Qatari Riyal [redacted].00 spent. I attach a copy of the receipt and shoe for your reference. Thank you for your attention to this matter. Sincerely, Z.N. [redacted] +[redacted]9 [redacted]

Hello, I anticipated a delivery today after receiving an email early in the morning that the package was out for delivery. I stayed home all day waiting, and after not receiving it, I contacted the courier LASERSHIP. The representative confirmed the package was still out for delivery and would arrive by 9:30 pm, so I continued to wait. Upon checking the tracking online later, it showed an attempted delivery at 6:07 pm with a note that delivery could not be completed due to being unable to leave the parcel. I was home at that time and did not hear a knock or see a package outside my door. This marks the fourth time I've faced delivery issues with LASERSHIP, and it's frustrating and unfair to Zara customers. Please consider switching to a more reliable courier like UPS, FedEx, or USPS. I will reach out to LASERSHIP and Zara customer service on Monday to ensure my $[redacted].00 worth of items are delivered promptly. Thank you.

I purchased 5 items from Lakeside store on 17 June [redacted] using my card. Upon closer inspection at home, I discovered a fault in 1 item and decided to return 2 others for a refund. Returning to the store on the 28th with the receipt inside the bag, I faced a chaotic situation with a long wait time. Despite my efforts, the checkout staff couldn't locate the receipt, leading to a denial of the refund/exchange. Although I provided details like the time of purchase, the amount paid, and my bank statement, I was unable to prove my case without the physical receipt. I felt frustrated by the situation, especially when trying to explain my innocence and willingness to cooperate.

I never had a bad experience ordering from Zara Online store a couple of years ago. Unfortunately, I lost items twice when returning them by mail. For example, in December [redacted], I sent back 4 items in one box, but Zara only refunded me for 3. When I contacted their customer service, they claimed they only received 3 items and did not get the 4th item, a $9.99 dress. Despite this, I decided to order again from Zara Online store in July [redacted]. This time, I received a ripped shirt, a crossbody bag with a security magnetic tag still attached, and another missing pant in my return box. Once again, Zara said they only got 2 out of the 3 items I returned, claiming the missing pant was never sent back. Losing money twice has made me lose trust in Zara's online customer service. Their service has been disappointing and unprofessional, making it hard for me to recommend shopping with them.

I am a loyal Zara customer and recently had a disappointing experience at the Beverly Center store with store manager, Eduardo. Despite having the receipt and tags for an item I wished to return within the 30-day policy, Eduardo was unhelpful and rude. He claimed the item was missing a long tag, which was not the case as the real issue was a zipper problem. When I expressed my concerns about going to another location, Eduardo was dismissive and walked away mid-conversation after I protested his behavior. Security had to intervene, revealing he was the only manager present. I have footage of the interaction on my phone and would like a supervisor to address this and consider terminating or providing further training for Eduardo. An apology, a full refund, and a resolution to this poor treatment are requested. The security officer witnessed the incident and can provide a statement if needed.

Hello, this is Emma reaching out. I am a loyal customer of ZARA and recently purchased a pair of pants. Unfortunately, after wearing them just once, the zipper broke. While in New York City, I attempted to have it repaired at a tailor with no success. I then tried again in LA once I returned, but the zipper issue persisted. This experience has left me quite disappointed, especially considering my regular purchases from ZARA. Although it's a $50 item, as a loyal customer, this matter is significant to me. I truly appreciate your clothing, but this situation has been disheartening. Despite never having complained before, I felt compelled to express my concerns this time. I have made efforts to fix the problem, but to no avail. I eagerly await your response. Thank you for your attention.

Hello, this is Emma. I am a loyal customer of ZARA. I recently purchased a pair of pants and wore them just once when the zipper broke. I tried to get it fixed at a tailor shop in New York City, then again once I returned to LA, but unfortunately, it broke again both times. I am disappointed because I usually spend a lot at ZARA, and this experience has been frustrating for me. I appreciate your clothes, but this situation has left me dissatisfied. I have never had to make a complaint before, but I hope you can help me this time. I would like a replacement pair of black jogging pants or a gift card so I can purchase the same pair again. Looking forward to hearing from you. Thank you.

Hello, this is Emma. I am a loyal customer of ZARA. I purchased a pair of pants last week, and unfortunately, the zipper broke after wearing them just once. While in New York City, I attempted to have it fixed but it broke again. Upon returning to LA, I tried fixing it once more to no avail. The zipper is now totally separated, which is quite disappointing to me. Even though it was only $**, I have consistently spent a significant amount at ZARA and this issue is important to me. I believe this experience is disrespectful to a loyal customer. I want to continue supporting ZARA as I love your clothes, but this incident has left me feeling let down. Although I have never reached out with a complaint before, I felt compelled to do so this time. I have made efforts to repair the pants but have been unsuccessful. I kindly request a replacement pair of black jogging pants or a gift card to repurchase the same item. I look forward to your response. Thank you.

Hello, I purchased a jacket from Zara last year that I didn't wear until this year. When I went to wear it, I noticed black patches on the leather which is disappointing, especially considering the high cost of the jacket. I never even wore it once! It was hung next to a white blazer and not near any dark clothing. If there's anything that can be done about this issue, I would greatly appreciate it. Thank you.