Complaints

This profile includes complaints for Zara USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Zara USA has 78 locations, listed below.

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• 

  Zara USA

  500 5th Ave Ste 400 New York, NY 10110-0499

• 

  Zara USA

  125 Westchester Ave. White Plains, NY 10601

• 

  Zara USA

  39 W 34th St New York, NY 10001-3020

• 

  Zara USA

  101 5th Ave New York, NY 10003-1008

• 

  Zara USA

  689 5th Ave New York, NY 10022-3133

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased some dishware on 5/28/25. It arrived very badly packaged in an enormous box and all items were damaged. I requested a return label and sent it back via ***. Based on tracking, the item was successfully delivered to Zara on 6/12/25, but I have received no confirmation and no refund status. When I call the number on their site, I get a message saying to call the number on the site and then the call disconnects! The chatbot on their site also does not work. I looked this issue up online and see MANY other people having the same issue as I am. I want my money back.

  Customer Answer

  Date: 06/21/2025

  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

  Date:06/12/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dress on Tuesday June 10th and on Thursday June 12th I received a pair of pants that I never ordered. I tried to make the return online and they tried to charge me $4.95 to return an item that they mistakenly sent to me. I attempted to call customer service and was met by an extremely rude man named ********* who refused to allow me to speak to a Supervisor and accused me of being racist because I could not understand his heavy accent and threatened to hang up on **** called back and waited on hold for over 30 minutes only to be met by another representative who is going to make me jump through hoops to get my refund. I need to send back the mistaken item, and then call back and wait on hold to be able to receive my refund. This is a horrible horribly run store who is deceiving people, sending wrong items and refusing to assist in being able to timely get a refund, in addition to very poor and rude customer service.

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a return consisting of two boxes for two separate orders. I contacted customer service after noticing that their warehouse hadnt marked the return as received. When I provided the ***** tracking information, they told me to wait 48 hours for an email resolution but that email never arrived.I followed up again, and they issued a refund for one box and only for a single t-shirt from the second box. However, I had returned four items in total. They're now claiming they only received one tee, which is not accurate.This isn't the first time this has happened I let it go once before when it involved two inexpensive tees, but this time its three shirts and it feels like a scam. I didnt even receive a refund until I reached out proactively. Their customer service has been extremely unhelpful, and Ive since found other people online with similar complaints.

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  ********* ******* *****
  

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because Zara has failed to issue a refund of $1,510.10 for a partial order that was never delivered. It has now been over 3 months since the original dispute was initiated, and despite Zara acknowledging the lost package and promising a refund, the funds have not been returned to my account.Timeline of Events:March 12, 2024: I placed an order with Zara online and was charged $2,307.33.A portion of the order never arrived. I contacted both Zara and my bank ******* to initiate a dispute.Zara acknowledged the lost items and stated in writing that they were taking full liability and had submitted a refund for $1,510.10.April 22, 2024: My initial bank dispute was closed based on Zaras response. I attempted to reopen the dispute for the correct amount ($1,510.10), but due to errors from ****** it was incorrectly processed again, and I had to close the dispute once more in hopes that Zaras refund would go through.Zara provided a refund invoice showing the $1,510.10 refund was submitted.Over ****************************************************** my account.I have contacted Zaras customer service daily, and each time Ive been told its my banks fault. However, my bank (*****) confirms no refund was received on their end. *** also tried calling Zaras corporate office, but the line either hangs up or does not offer any assistance.

  Customer Answer

  Date: 06/10/2025

  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

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/18 I placed an order on Zaras website. Upon checkout, the merchant provided an option to pay via Apple Pay. When paying via this method, the process of payment and inputting shipping details is completed in one step. You simply authorize the Apple Pay payment method in one click, and all of your shipping/address/name details are automatically sent to the merchant and the check out process is complete. On May 21st I received an email that the order was leaving the warehouse to be shipped. I noticed the address the order was being sent to was incorrect & an outdated address from several years ago. This address is not connected to my Apple Pay account nor did I input any such address in the checkout process. I immediately called Zara customer service and spoke to someone who told me they were able to fix the address and update it to be shipped to the correct address. He told me the item would be shipped to my current address. On 5/21 the package was delivered to the wrong address. I called again and was told that a claim would be filed on my behalf. On 5/22 I received an email that a refund has been processed minus the shipping costs. I called and spoke to someone named ***** to find out why I was being charged shipping for a tech/platform error on the Zara website. ***** told me the decision was final and would not allow me to file another claim or speak to anyone who could help. I explained to her that i would be reordering the items again and asked if she could simply issue me a credit for free shipping to offset the shipping costs of the first *********** refused. This is not an error on the customer end. This is a platform error on the Zara website. I placed previous orders placed with Zara to the correct address using the ApplePay method. This means the process has worked in the past but for this purchase there was a tech issue that caused an old address to be used in place of my Apple Pay address. This was not an error on my part but a tech issue.

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  ******* ****
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought up a top in Zara on 42nd and ********** about a month ago and I couldn't find a receipt. So I call customer service and they keep on giving me the run around. They cannot find a receipt. So unfortunately, I went home and I found a receipt. But you disrespectful, a lady told me, look like I walk or a story merchandise, and it's bother me, because I have the receipt to prove and I did not walk out the storm, is it actually a month or they want even call me as well. I can't finally resist I keep on coming back on. 40s, I live in ********** ***** accord, and after big making trip in ************* at the store, because we don't have a Zara in ***********, so I have to come back to ******** to rectify someone just giving me the run around and I feel like they tell me when you look like I walk or the story, the merchandise. So I tedia, I'm going to pull up the camera because you have camera, you walk in the store and see my translate, I did not walk or story. Anything and I'm feeling feel disrespectful because they're trying to maybe like I walk in a Stone I take on the merchandise and I don't like that. I don't want to go to jail. So I need for y'all to help me out, please. Because this is disrespectful to me, I'm saying, to eat a well, I don't need all this kind of c***. Okay, thank you very much. I'm blessed that day.

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 7 items from Zara on 3/28/25. Order #***********. I received the items on 4/2/2025. Most of the items did not fit so I returned them via mail within 30 days and opted to exchange 2 items. The return package to Zara was ***** #**** **** **** and it was confirmed delivered to Zara on 51/2025. I received the 2 exchange items from Zara. I then reached out to Zara via chat to inform them I never received my refund for the other items after 15 days. They said that since the exchange was open it was still pending. Then I received an email saying that the items were not in an unworn condition to return. That is impossible as they did not fit, they were not worn. It was very clear they did not fit within having to try them on. Then, I was charged for the 2 exchange items even though I have evidence that the ***** was delivered 5/1/2025. I also have not received back the items I returned to them even though I have paid and was not refunded. When I reached out via chat I was told that is a mistake automated email you received and to just wait. However I have now been charged for the exchanged items, in addition to my original order and this is complete scam.

  Customer Answer

  Date: 06/14/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This store sent out a defective product which I received and promptly returned within 24 hours.They have a policy that they do not refund shipping fees. However, I would not have had to return the dress they sent me if it had not had a hole in it.They sent me a new dress with tags with a Large hole in it, rendering it useless. Sending me a defective product but refusing to refund me for the shipping is not okay. Essentially stealing the shipping fee. I shouldve received a FULL refund on account of them sending me a dress with a HOLE in it.I contacted customer service and they said their policy is to never refund shipping. Thats actually not okay when they sent out a defective item. I want my shipping fee refunded. I was actually charged $5.40 instead of $4.94 for shipping.

  Customer Answer

  Date: 06/14/2025

  Better Business Bureau:
  
  They finally refunded me after my complaint was filed.

  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

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday, the 12th I place an order on **************************. The order consists in one dress and one pair of shoes, a total of 159.64$.I received an email saying in will receive my order on Thursday the 15th. The reason I placed initially the order was because on Saturday afternoon I would have an event outside town to where I can wear the items I ordered. Thursday came and my order was not here and I decided to wait one more day because things sometimes get delayed. Friday came and my order was still not here. Friday afternoon I contacted Zara customer service via chat first and then via phone. Via chat the agent wasnt able to help and I couldnt understand his responses. Via phone the agent told me I will receive my order before the end of the day and that she sees this as its provided by the tracking number. I want to take a moment and say this is false and a straight lie because today Saturday I called again and the agent said he cannot locate my order and n out hung is displayed on their end. Therefore today Saturday my order is not here. I am supposed to leave out of town in one hour and my order that I needed today is not here. I told today the agent to refund me and stop the delivery and he says he cant. I dont know what to do. I dont have my order I paid for. The agents cant locate the order but wont refund me. The shipping company called Deliver-it dont have a phone number where you can speak with a person they only have a phone number where a robot responds and tell you to go on their website. The chat feature is not available and it hasnt been for days. The tracking number doesnt show any information at all except in transit. This is not right and very shady. I dont have what I paid for yet I wont get refunded.

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday December 29, 2024 at 4:30 pm I was checking out chosen clothes at the self checkout counter. My total came out to be $661.37. I swiped my card and computer told me that the card was declined. I double checked my available credit before calling in supervisor. She confirmed that the card appeared to be declined but I assured her that it was not possible. She took me to another register and helped me ran my garments again. There was an issue with one label (it was not scanning) so she said "go ahead and pay for this and we will try this piece to run again afterwards". I ran the SAME CARD and it went through. Total was $622.80. We then proceeded to charge the last piece of garments totaling $38.46 with the SAME CARD and it went through. I took my purchase home.Few days later, I see that my credit card shows 3 transactions (not pending but landed) for $661.37, $622.80, and $38.46.Due to holidays I was only able to contact ZARA on January 3, 2025. They took down my information and advised me that I will hear back within ***** hours. That of course did not happen. I contacted them again and again until I finally got a call back. Gentlemen stated that I have to upload copy of my receipts which I did. Since then complete silence.I have contracted my credit card company to dispute the matter. They as per protocol contacted ZARA and they responded that I have returned some of the items and should have received a refund. Yes, I did return few items for which I was refunded however, the issue is not in that. The items were double charged. Due to that my credit card company closed dispute.I again contacted ZARA this time headquarters in an attempt to explain the issue and seek resolution. They took down my information but again with no response. They are not understanding that there are 3 charges for the identical items purchased 30 min between.Seeking full refund of double charge in the amount of $661.37