Zara Omdömen 

One of our Zara parcels was delivered to the wrong address. The courier’s own delivery photograph clearly showed a property that was not ours, and we never received the goods.

Zara initially offered to replace the items, but because the matter dragged on for so long we had already been forced to buy the missing clothes again, including travelling to Manchester and placing another online order. We therefore asked for a refund instead.

Since then, despite numerous emails, formal complaints and repeated requests for the refund, Zara has failed to provide a substantive response or refund.

What should have been a straightforward delivery issue has turned into weeks of unnecessary chasing and inconvenience. We have now had to involve our payment provider and take further steps to recover our money.

Extremely disappointing service from a company of Zara’s size. A simple refund for goods we never received should not be this difficult.

Issues with deliveries and when it’s impossible to get a resolution. Chat function is horrendous

Dreadful returns service. I returned my order at the Trafford Centre store, received an email receipt and was not refunded. Contacted Zara CS who stated the warehouse hadn’t received the return and refused to refund. Holding the customer responsible when their warehouse has obviously lost it is disgraceful. Never again!

Going on holiday and ordered the top to match trousers previously bought
Delivery date 1st Sept
Delivery date changed to 3/4 September
Too late for the holiday
Staff in store have have no empathy whatsoever and clearly customer service does not exist
Apparently the date they give you is just an indication of delivery

I am sharing this to warn others about the severe lack of accountability in Zara’s customer care. I had to return a faulty item—a clear statutory consumer right. However, Zara’s mobile app completely failed to load my digital receipt.Because of this internal system error, I ended up on their WhatsApp support, where I was kept waiting in a chat loop for almost an hour just to get a copy of my proof of purchase. While the refund was eventually processed after a massive waste of my time, the subsequent complaint handling was appalling.I was passed around to multiple different chat agents who completely brushed me off and made it incredibly difficult to get a straight response. When I escalated the matter, I received a template email admitting their service "fell short," yet their team explicitly stated that absolutely no goodwill gesture, voucher, or compensation would be offered for the hours of my personal time they wasted due to their own faulty technology.Getting a legal refund for a defective product should not require fighting through an hour of broken chat

Complaint.

I visisted the store with my partner on the 27th August 2026. We were stopped around 14:00 to 14:20 by Security for the below...

We spent £270 in the store. There is no one manning any kind of till, instead you are to use a "sink" that you drop your items in and the AI camera above then do the work for you. AI is still infant, and still cannot be relied on for accuracy. This system let us pay for all the items excluding one.

There is no disclaimers, no signage, no warnings at all that the system may not be entirely accurate - as such, as we were leaving the store we were stopped by security who informed us that the items did not all scan. We were berated, treated unfairly, and made to feel as if we were stealing from the store. The security guards manner in our view completely rude, unacceptable, aggressive and very confrontational. Once again, there is nol disclaimers anywhere that the system provided by ZARA is not accurate and you may be left at the entrance of a busy city centre, made to feel embarrassed, berated, and treated like a common thief despite spending over £270.

As you would, my partner went to the tills to re-scan the one item and she was scoffed at by a member of staff and made to feel even further penalised. To add insult to injury the Security guard picked up "another item" which he then told me I need to pay for. I told him that the item isn't even something we picked up, as it was in-fact another person who wasn't stopped, but let away by that same security guard. Oh, and our shopping bag broke at the entrance and we had to scuffle to pick up all the items off the floor, again being further embarrassed!

ZARA is clearly relying on AI to handle the work of humans, and it is even more evidently used on WhatsApp where they enforce you to make the complaint to - which is also AI!

I look forward to a response from ZARA - as I will be taking this to the local MP, the news, and a solicitor for emotional damage.

I placed an order today for a special birthday present. This was the 1st time I have ordered online with Zara. I realised as soon as my order was placed that I hadn't included the gift box. Trying to get through to a human is nigh on impossible after explaining more than 50 times to a chat bot I was finally able to talk to a human who informed me I was too late as my order had gone to the warehouse for picking. Zara have you not heard of internal emails. Your customer service is seriously flawed and a dreadful experience for your customers

If I could give minus stars I would love to as cannot believe the audacity of this online fashion retailer . Placed an order for express delivery 3 items . Paid and order confirmed. However when confirmation received, two express delivery charges applied as 1 item out of stock and to be delivered later !! How can an automated system not pick this up . Contacted via What’s app and no apology or acknowledgment of discrepancies but lots of … have a nice day . Clearly not a company that admits errors or apologises for them . Terrible indictment on customer service , or should I say , lack of customer service. I note from other customers I’m not the first person they have done this to by splitting an order and applying two delivery charges yet not declaring them at the point of checkout. How are trading standards not picking this up,!! . Have a nice day

First time in silverburn store & believe me it will be our last, staff were rude, standing waiting on my granddaughter trying on clothes, 4 members of staff all chatting in changing rooms, rude is not the word, not surprised to see so many bad reviews when I spoke to the manager & felt she was rude too, I said it’s fine I’ll leave it, her reply was you want me to sort this or not ( manners cost nothing ) disgraceful behaviour

I gave it one star, but I’d rather give it zero stars. The store in Watford smells. The staff are so rude and unhelpful and never smile.
Now they’re letting men in the female changing room area and their curtains don’t even shut fully. No one staff in the changing room so anyone can just go in there. It’s a mess because people don’t bring their clothes out of the changing rooms.
Terrible store, staff need proper training don’t know how they get away with it actually. Went into River Island afterwards completely different so nice, helpful and friendly.

I was surprised to read the reviews when I visited this site to post a review as I have had an extremely positive experience. OK, corresponding by chat rather than being able to talk on the phone was abut tedious but we got there..
I purchased a shirt in May (online), tried it on and was happy with it. Took the tag off, hung it in the wardrobe and forgot about it. Roll forward to last week and I take the shirt out of the wardrobe to wear it and notice that there are some flaws. I contacted customer service to report this and tbf, given that I bought the shirt 4-5 months ago and I've taken the tags off, I wasn't expecting a positive outcome. To my surprise, they offered a full refund and sent a postage paid label.
Excellent customer service!

Bought 2 grey Zara city bags and both have numerous defects.the bags have cracked and peeled and are not fit for use.such a shame as they are not cheap bags,no email to contact Zara no phone number will deal with the issue.needless to say these will be my last bag purchases from Zara.would love to show pictures

We bought a full dining set. Very quickly the plates began to lose their glaze and this has continued to an extent that they have become unusable.Despite frequent attempts the customer care team are not accepting responsibility and now are not responding at all.Terrible product and awful customer service.

Terrible quality clothing and customer service is practically non existent. I would recommend not wasting your money.

Don't go in this store in Bath city centre. If you dont faint off because of the over powering perfume stink, you will get avoided by the staff and then be treated to a selection of size 6 to 12 horrible fashion items that should have stayed on a catwalk where they belong. But dont worry if you wear mens trousers you can pick up a size 46 waist! Dont waste your energy walking around this shop.

Ordered online 1 order (3 items), I selected next day delivery and went to the checkout. I could see the date applied and thought great. Paid. Job done.

Next day the order had been split into 2 and I was charged 2 delivery amounts for the same 1 order because ZARA split it. Probably coming from different locations, that’s not my problem! Anyways queried with the chat and they explained this even though I paid with one transaction. The next delivery is a scam. Poor chat customer service. Never again. Useless

Metrocentre Gateshead staff so rude! Your returns system is store is appalling why should I go to a hole in the wall ? Why should I have to wait for a refund when you’re happy to take my money when I place an order.! Refunds should be processed by humans in store not was purchased online go over there to the hole in the wall.! When I spoke to a manager to complain about the rude member of staff she couldn’t care less.! It’s very clear that you don’t need to be a nice person to work for Zara. The more attitude and arrogance you can have the better!!! You are an awful brand rude ignorant and think your way above the rest of the competition we’ll think again Zara!!!!!

Avoid this stress inducing company at all costs. I wish I had read Trustpilot reviews before I ordered.
Zara must have the wrong GPS location for a large number of UK customers. My order was delivered to a different address and the person it was delivered to won't answer the door. Zara insist it was delivered correctly and Evri just keep saying contact Zara. This has been the most stressful and frustrating situation. All chat bots and automated replies. I have proof of non delivery and nowhere to send it.
How is this company getting away with behaving like this towards customers. Why can't trading standards get involved.

I can’t believe a company this big doesn’t have a review facility. My recent purchase of some off white Bermuda shorts was disappointing. After wearing them I realised the pockets were so shallow you couldn’t even put a key in without it falling out and no back pockets. The garment washed badly as was difficult to iron as 48% lyocel in it. In future I’ll be more discerning when trying one of Zara’s garments on. Please allow customers to review and it would have saved me the money!

very bad customer service experience when you have items on sale they pack incomplete items and send to customers,for example pijama set or tshirt and shorts instead of pizama set you get one of the item only and then when you ask for return a big wow why is not complete ?another think when you collect from store one of the item was scaned but i havent received so i had to contact cs online and ask for refund and i felt like am the one lieing unbel.service maybe is good to invest in knowledge people at work