ComplaintsforZara USA
Clothing
Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
10/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made a purchase from Zara online on 9/27/2024. I received my order *********** on 10/3/2024. I tried on my entire order and proceed to send back the items I wanted to return. I received an email on 10/21/24 stating "Please be advised that we are unable to accept the return as item ************* was not received in an unworn condition." This is completely untrue. The item in question I couldn't even try on because it was too small. I did a chat with a representative and they were absolutely no help in the matter. I did not even try on this item. It was returned with everything else in the exact same state that I received it. I have never in my life had this issue and it is completely ridiculous. The item they received was in the exact same condition I received it in because I didn't even try it on.Customer response
11/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*** *******
Initial Complaint
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an online order. I received it Wednesday. Tried it on. It did not fit. I requested a return and put it in the mail the next day. I did not wear it. I did not wash it. I did not remove the tags. I repackaged it exactly how I received it. I sent it back and my return was refused saying I wore it. I kept a bracelet and hair clips. Returned the wrinkled jumper. Its literally called Wrinkle effect short jumperCustomer response
11/16/2024
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
Sincerely,
******** ********Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am seeking to return an order I placed online with Zara two weeks ago. No receipt or return label was provided in the package I received. I called Zara customer service to obtain a return label but the agent declined to provide me with one even though this was an online purchase and I provided them with the order number. The agent declined to provide me with this information in writing or with a customer service email address for ********************** where I could request a shipping label. Neither would they provide me with the mailing address to which I could ship the items back. They also declined to put me through to another agent or to a manager who might be able to help resolve this matter. I am unable to return this online purchase to a store. Zara return policy does not state that an online account is required to return an order placed online. Neither was I informed of this policy when I purchased the items.Customer response
11/02/2024
Better Business Bureau:
I have not received a response from the company regarding complaint ID ********. However, the company has now mailed a return label to me.Thank you for your assistance with this matter.
Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received zara E-gift card. Used it, there were funds left on the card. When I tried to use it again the link to egift card expired. I contacted customer service who advised that their links expire but Egift card do not, meaning funds are still there but cannot be accessed anymore. This is theft by ZARA. They keep the funds left on *****, but cannot provide link that stays active to access the card.Customer response
11/15/2024
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
Sincerely,
***** *****Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Zara Canada is not refunding mu money even though the correct product has been shipped back to them.Customer response
11/15/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding Zara USA has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
******** *******Initial Complaint
10/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I am extremely frustrated with how Zara has handled my recent order, which has left me feeling treated like a liar. I ordered from Zara, but the package was never delivered to my address. Instead of taking responsibility for the lost package, Zara has suggested that I am somehow at fault and has indicated that they may withhold my money. The situation is compounded by ******** fraudulent practices. Not only did they fail to deliver my package, but they also provided a photo of a delivery that was not even taken at my unit. They erased my unit from the proof of delivery, which raises serious concerns about their credibility and the legitimacy of their operations. ******* has engaged in outright fraud, providing a photo of a delivery that was not even taken at my unit. They have erased my unit from the proof of delivery, leaving me questioning their entire operation! A quick glance at **** reveals a torrent of reviews from other customers who have suffered similar fates with Dynamex. They are consistently accused of mishandling deliveries, providing false information, and ignoring customer complaints. This pattern of fraudulent behavior is appalling, and it is clear that Dynamex is running a scam, taking money for services they do not provide while leaving their customers in the lurch! The countless negative reviews and experiences shared by others highlight a sickening pattern of negligence and dishonesty from both Zara and Dynamex. Let me make this abundantly clear: Zara cannot legally withhold my money. According to their own policies, if a delivery company mishandles a package, it is the seller's responsibility to ensure that the product reaches the customer. If the package is lost during transit, Zara must either provide a replacement or issue a refund. It is Zara's responsibility to handle the issue with Dynamex and not withhold my money!Initial Complaint
10/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Zaras poor customer service and mishandling of my return and refund request. On August 5, 2024, I returned a package valued at $1,267 through **** and have the receipt and tracking number as proof. However, Zara has failed to provide me with accurate information or the full refund ********* their app, they recorded a partial refund of only $109.88, but according to my credit card statement, I should still receive $820 to make the refund correct. Despite my repeated attempts to contact their customer service, I have only been told that there are no discrepancies and that all refunds were processed correctly, which is not true.Additionally, Zara's representatives have been unhelpful and, in some cases, rude during our conversations. I even requested a transcript of the chat exchanges, but they denied my request, leaving me with no transparency.Since the return window has already passed, I am now in a difficult situation. I have also filed a claim with ****, but Zara continues to avoid addressing my concerns or providing a solution.Initial Complaint
10/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On October 8 I made a purchase for one chair. Order number *********** A few days later I was expecting it on the 11th of October. Turns out a delivery attempt was made on the 10th of October. However, when I arrived the day of the 10th there was no order to be found and in fact no emails saying it was delivered so there would be no reason for me to think it was Thursday Come Friday, nothing had been delivered (or so I thought) and I call Zara, this is where I learn a delivery was made the day before in the early morning. A tracking number was provided to me where it shows a photo of the item at a door in my building. I ask around, check the neighbours doors, a few respond and tell me nothing had been delivered So I call again and I am told an investigation will happen. October 15. I get an email saying investigation is closed. Item was delivered. No refund will be made. And no reply can be made to the email. What the h*** Im literally missing some dumb chair that I dont even want anymore. Tracking number is ************Initial Complaint
10/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
made a 301 dollar purchase sep 28 2024 sent all back for a refund and haven't received my ****** back to my CC retuen number is ********* told on oct 11 money would be returned still no money i called 5 times and said it will come in 24 hours i would like my money they have their retuned delivered back to the wearhouse. Zara have yet to send my refundInitial Complaint
10/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have been Zara USA's loyal customer for nearly 20 years. Due to a temporary financial setback, I asked my husband to return the items (I was away from home at that time: I was in a different city and could not physically touch the items, let alone wear them). He only opened the packages in order to combine the two orders in one box, after which he promptly mailed it.After receiving no confirmation of any kind for more than 20 days, I called Zara USA's customer service and spoke to a representative who introduced himself as ****. He said that, according to their data, the returned items were "not unworn," which is simply not true. He promised that the issue was going to be resolved within 24 hours. I waited six days, following which I contacted Zara through their chat and was informed by someone named ******* that the items were "not unworn" and (I quote) "the decision was already made." They would be sending the items back to me. Upon my request, ******* gave me the tracking number. This is very, very frustrating and unfair.
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Customer Complaints Summary
736 total complaints in the last 3 years.
294 complaints closed in the last 12 months.