Zara Customer Service Issues

I recently received a gift from Zara without a receipt. I assumed the tag would be sufficient for a return or exchange, but Zara requires the original bill for any transaction. I asked the gift giver to send a picture of the bill, which we tried to use for an exchange at the store. Unfortunately, the Zara staff was unhelpful, claiming the picture was unclear. Even after providing clearer images, they still refused to proceed with the exchange.

I bought a dress at the Zara store in Orion Mall, Bangalore on May 15, [redacted]. Unfortunately, the tag was left on, and I noticed it a few days later at home. When I returned to the store to have it removed, the staff member named Divya refused without a receipt. Despite explaining the situation, she was rude and gave poor customer service. This behavior was unexpected from ZARA, where we are regular customers. I hope to find a solution and have the tag removed promptly.

I recently had an extremely unpleasant experience at your Boston store on Newbury St. I went there to pick up a package I had mailed for in-store pick-up. The employee asked me for the last 2 numbers on the package and then my name. He mistakenly brought back the wrong package, and when I pointed out that it wasn't mine, he became infuriated and tossed it on the floor of the elevator, loudly claiming that I didn't know my own name. He eventually found my package but continued to berate me in front of other customers, causing a scene. I was humiliated by his behavior and felt completely disrespected. This kind of treatment from an employee is unacceptable, and I am extremely upset about the entire experience.

Subject: Formal Complaint Regarding Customer Service Experience at Zara Mall of Berlin Dear Management, I am writing to formally complain about the service I received on July 11, [redacted], at the Zara Branch in the Mall of Berlin situated at Leipziger Pl. 12, [redacted]. I visited the store this evening to return a shirt that did not fit me well. I made the purchase on June 27, [redacted], less than 10 business days ago. I returned the item in brand new condition along with the receipt. The cashier, an Asian lady in the Men's section, was rude and unhelpful, refusing the return because the tags had fallen off, although I had brought them back as evidenced in the attached photos. Upon requesting to speak with a Manager, I was further disappointed by the Manager's disrespectful behavior, humiliating me in front of other customers and refusing to accept the return. This treatment was unacceptable, especially for a loyal Zara customer like me. I request that you investigate this matter promptly and take appropriate action to address the behavior of the staff involved to prevent such instances in the future. Thank you for your attention to this issue. I expect a timely resolution on how to proceed with the return as per European Consumer Law and Zara's policies. Sincerely, Miguel B.

Hello, I purchased a dress from Zara for myself, which my daughters bought for me. I wasn't able to exchange it right away as I was on vacation. I tried to find a Zara store nearby but ended up at a kids' clothing store. The customer service didn't provide any solution before or after I visited the store. In my city, I spoke to the manager at Zara and was advised to file a complaint. However, whenever I call the customer service number, the response is the same. When I searched online, it didn't specify that it was a children's store. The sales assistant even mentioned that many people make the same mistake. I am not looking for a refund, I just want to exchange the dress because it doesn't fit me well and I won't be wearing it.

I purchased a defective product that has a chemical odor prior to wearing it. The fabric seems to be affected, and I am seeking a replacement or store credit. I have contacted three agents since November 4th. After receiving advice via chat to check with the store where I bought the jacket, I spoke to two agents who understood my issue and were attempting to assist me. Today, I spoke with Mr. Santiago, who sent me an email. While I am aware of the 30-day return policy and could have returned the item without contacting customer service, I reached out for assistance per the store's recommendation as it had been over 30 days. I did not anticipate issues with your product given my history as a loyal customer and did not retain the receipt. A previous agent mentioned that Zara would coordinate with the store of purchase to process my return and issue store credit for a new item. I am eager for a resolution and hope to hear from you promptly.

Hello Zara Team, I visited the Zara store at Ruhr Park shopping center on October 20th and bought some items along with a jacket. The jacket turned out to be too big, I intended to get a size small. Unfortunately, I tested positive for Covid on November 3rd, and it is beyond my control. Today, I contacted Zara customer service, but the response was unsatisfactory. They mentioned that returns are only possible within 30 days and they could not assist further. I have been a loyal Zara customer for 10 years, always mindful of deadlines, and the team has been kind and professional. Given the circumstances, with my recent negative test result yesterday, just one day past the limit, I am disappointed. I do not wish to return all items, simply exchange for a different size. Seeking your assistance.

I have contacted Zara's customer service three times regarding my issue. Despite providing case# [redacted]59 and Order #[redacted]76, I have not received my exchange for three items I returned. Zara keeps sending me a photo of a package left at the wrong address, a house porch, instead of my business address, [redacted] N. Nob Hill Road, Plantation, FL [redacted] (Matthew's Jewelers). I am frustrated with Zara's customer service as they claimed to resolve the issue twice before. I just received a third email with a picture of the misplaced delivery. I would like to speak with a U.S. representative to resolve this matter promptly and have my items delivered to the correct address. Andrea S. [redacted] (cell), [redacted] (work), [redacted]

Dear Madam/Sir, We are regular shoppers at ZARA in Berlin and have made numerous purchases for ourselves and our children. On Thursday, 08.12.[redacted], we visited ZARA at Borsigturm 2, [redacted] Berlin with our two children to buy trousers and coats for my wife. Due to our youngest daughter's illness, we had to shop quickly. Upon returning home, we discovered one of the coats we purchased had no price tag, looked worn, and was oversized. We intended to exchange it on Friday. Despite being initially allowed to make a return by the salesperson, we encountered an abrupt woman in charge who accused us of wearing the coat. We had only tried it on at home and immediately realized it was not suitable. This situation has left us deeply disappointed as loyal ZARA customers. We hope for a fair resolution and appreciate your understanding. Sincerely, Claus Address: Makemba/Claus Grenzstraße 6 [redacted] Eberswalde

Dear Madam/Sir, We are loyal customers at ZARA in Berlin and have made many purchases for ourselves and our children! On Thursday, 08.12.[redacted], we visited ZARA Am Borsigturm 2, [redacted] Berlin with our two children to buy pants, coats, etc. for my wife. Due to our daughter's illness with a virus infection, we had to buy quickly and couldn't try items on properly in-store. Upon returning home, we discovered that one coat was missing a price tag and didn't fit well. We attempted to exchange it the next day, Friday. Despite the initial approval for the exchange, the manager refused, accusing us of wearing the coat. We only tried it at home before realizing it wasn't suitable. This experience has left us deeply disappointed as loyal customers. We hope for a fair resolution. Thank you for your understanding. Best regards, Claus Company: Makemba/Claus Address: Grenzstraße 6, [redacted] Eberswalde

Dear Customer Service, I am reaching out regarding my recent experience at the ZARA store in Berlin Am Borsigturm. On Thursday, 08.12.[redacted], my family and I visited the store to purchase clothing items for my wife. Despite a challenging situation with our sick 3-year-old daughter, we made our selections and proceeded with the purchase. Upon returning home, we discovered that one of the coats was missing the price tag, did not fit well, and did not meet our expectations. We intended to return the coat on Friday for an exchange. However, our request was denied by the head of complaints, who accused us of having worn the coat. We are loyal customers of ZARA and have always had positive experiences before this incident. It is disappointing to be treated unfairly despite our genuine intentions. We are hopeful for a fair resolution to this matter. Thank you for your attention to this issue. Regards, Claus

Dear Customer Service, As loyal patrons of ZARA in Berlin, my family and I recently visited the store at Am Borsigturm 2, [redacted] Berlin on Thursday, 08.12.[redacted]. We purchased items for ourselves and our children, including a pair of pants and coats for my wife. Unfortunately, our toddler fell ill during our visit, so we had to rush our time there. Upon returning home, we discovered that one of the coats we purchased was without a price tag, looked worn, and was too big. We went back the next day to exchange it (receipt number [redacted]7 [redacted][redacted], coat priced at €79.95) for a similar one priced at €89.95. Initially, the salesperson accepted the return, but the head of the complaints department rudely insisted that the coat had been worn, which was not the case. This treatment was unexpected, as we have always had positive experiences with ZARA. We hope for a fair resolution to this matter. Sincerely, Claus Abs.

Dear Customer Service Team, I am a regular customer at ZARA in Berlin and have made numerous purchases for myself and my children at your store. On Thursday, 08.12.[redacted], my family and I visited the ZARA store at Am Borsigturm 2, [redacted] Berlin to buy pants and coats for my wife. In a rush due to our 3-year-old daughter falling ill with a viral infection, we were unable to properly inspect the items at the store. Upon returning home, we discovered that one of the coats we purchased was missing its price tag, did not fit well, and looked worn. We intended to exchange it on Friday, as indicated by the receipt with the coat number [redacted]7 [redacted][redacted] priced at €79.95. Unfortunately, while attempting to exchange the coat for a similar one priced at €89.95, the head of complaints rudely accused us of wearing the coat when we had only tried it on at home. This experience has left us deeply disappointed as loyal ZARA customers who have always had positive interactions with your brand. We hope for a fair resolution and thank you for your attention to this matter. Sincerely, Claus Makemba Grenzstraße 6, [redacted] Eberswalde [redacted] Tel.: +[redacted][redacted]

I attempted to view an item in my cart on the app that showed as available in the stockroom at the Honolulu, Hawaii store. Unfortunately, the store representative explained they couldn't assist due to staffing shortages. After being informed to return on Friday, I made the effort today. Despite this, I was again turned away for the same reason. I sought out the manager about this issue as I was keen on purchasing the item, but the manager declined to speak directly with me, insisting I come to her instead. This required me to make my way to a different floor. Upon finally speaking with the manager, I was told they were unaware of items listed on the app and couldn't access the stockroom. When I mentioned being informed about Friday, the manager specified the time, which was not conveyed by the representative. Shouldn't items be marked as unavailable if the staff can't assist? My experience has left me unimpressed by their customer service standards.

I placed an order with Zara online for approximately $[redacted] CAD worth of clothes, but unfortunately, I have not received the entire order. Zara's customer service informed me that the package was delivered to me on December 13 at 10:30 PM, but I only received one pair of pants that day. I am requesting proof of delivery for the missing items. As a loyal customer with a good history with Zara, I hope they will provide support and resolve this issue promptly. The amount involved is significant ($[redacted]), and I cannot afford to absorb this loss. I look forward to a swift resolution. Thank you.

I made a $[redacted] CAD purchase of clothes from Zara online. Unfortunately, I only received a pair of pants on December 13 at 10:30 PM, not my entire order as stated by Zara's customer service. I have always been a loyal customer to Zara with a great history, and I am requesting proof of delivery for the rest of my order. The bill is substantial, and I cannot afford to lose this amount of money. I kindly ask for a refund or a redelivery of my package. Thank you, and I hope for a prompt resolution.

Hello, I have not received my parcel from Zara, and I suspect it may have been stolen. The parcel was supposed to arrive on December 8th, and I had already paid for it. I was away in Belgium when it was delivered on the 9th. The delivery person supposedly left it outside my front door and left a leaflet in my mailbox. I returned on Sunday evening and searched everywhere, but it was nowhere to be found. I have been trying to contact them every day since Sunday, but there has been no progress. I would appreciate it if they could resend my parcel.

Buongiorno, ho acquistato una carta regalo elettronica come ospite, ma non ho ricevuto l'email per stamparla. Dopo aver chiamato il punto vendita I a Perugia, mi hanno consigliato di annullare l'acquisto della carta e di recarmi di persona in negozio per riceverla nuovamente. L'acquisto è stato effettuato 8 giorni fa e non riesco a trovare il modo di annullarlo. Devo consegnarla come regalo stasera. Grazie.

Hello, I visited Zara in Munich on December 16th and I have a complaint about one of your sales associates. Before me, there was a man who was complaining about the receipt and price, but that's not my issue. When it was my turn, she gave me back €86 instead of €[redacted], so she pocketed €50. She probably thought I wouldn't notice the missing money. When I pointed out the error, she turned red and took the €50 back without hesitation. Having worked in retail before, I understand the pressure of giving correct change, but she returned the money without a second thought. I believe she was attempting to keep the money. I've never complained about anyone before, but she really struck me as an odd sales associate. Regards from Bregenz, Ankica Z.

Hello, My name is Sofía Gutierrez. On December 14th, I placed an order for a "Velvet shirt dress [redacted] size M" and "High-heel over-the-knee-boots [redacted] size 37" with order number [redacted]1. On December 19th, I checked online and it showed that my order had arrived that day, but I never received the verification email. I have searched my building and went to the post office multiple times from the 19th until today, the 23rd, but my order is nowhere to be found. I am anxious because I was excited to wear it for Christmas. As my order never showed up, I need help finding a solution and having it sent to me again so I can still enjoy it this Christmas. Thank you, Sofía Gutierrez