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:02/07/2025

  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 have spent thousands of dollars on clothing from Zara and have had a number of issues with returns. One item that I returned was sent back indicating that it was worn. There was no evidence that it had been worn, with the tag still attached and no damage or sign of being worn. I never wore the item, as I did not like it, thus the reason for the return. I am shocked that they do not trust the customer when I say it was not worn and there is absolutely no evidence of it being worn. Then they sent the item back, which requires shipping fees, rather than believing the customer. I also had some returns from a large order that I placed for my daughter while she was hospitalized. Once she returned home and we wanted to return some of the items that did not work out for her, it was one day past the return window. After contacting customer service to explain the situation, they were unable to open up the return window to allow me to return the few items. I would try to go to a store location, but with my daughter's health, I have not been able to travel to our nearest store location. Plus I am afraid that they will also deny the return and the drive would be a waste of my time. I really wish I could speak with someone in management to explain my situation, but customer service is very good about denying access to speak with anyone above customer service level.

  Customer Answer

  Date: 03/04/2025

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

• Initial Complaint

  Date:02/05/2025

  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 have requested to return 3 items from order #*********** to Zara in 2 separate boxes due to quality product and sizing. The boxes were returned via **** with tracking numbers ************************** and **************************. **** tracking info is showing boxes being delivered to Zara's warehouse on January 23rd, 2025 and January 28th, 2025 respectively. I have received a refund for **** ************************** package, however Zara is claiming they have never received the 2nd box and is refusing to issue a refund on the 2 remaining items. I have reached out via chat and phone call requesting to escalate and investigate the matter, but they are saying it is impossible to look into this matter and that they don't have anything further to refund me on. Requesting a resolution and a refund on items I'm no longer in possession of since their customer service is extremely unprofessional and unhelpful. Thank you in advance.

• Initial Complaint

  Date:02/03/2025

  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.

  December 30th ordered a jacket from Zara. Jacket arrived, when I opened the package there was a dirty napkin in the pocket and the tags had been removed and then tied and melted back on. In short the jacket had clearly been worn/used. I reported it to customer service, they were shocked and said they would send a replacement and a return label. I never received confirmation that a new jacket was on its way. I called several times, every couple days. I continued to be told it was being worked on. After 5 weeks with no resolve I went to the park royal store front. The manager there said she couldnt help exchange but called customer service and said she could accept the return and then they would send me a replacement. I confirmed that if I returned it in store I would receive a new one, she said yes. I was told a jacket was on its way and a manager would reach out to talk about my experience (which was terrible). **************** called today and said because I returned it in store they cant help replace it, the jacket is also now out of stock. I asked how they would remedy and she (Neydie) said they dont compensate for their errors (the error I suppose being sending a dirty used jacket). I asked how I could get a jacket and was told she would get back to me in 1-2 days with positive or negative information but likely negative as there is nothing they can do for me. I am appalled! All I wanted was to replace the used item with a new jacket. I was constantly told a new jacket was coming, which I as clearly false. Each person I spoke to just continued to lie and not they dont even have the item to replace but also claim they cant replace because I returned it in store. This was a Christmas present and now I am left with no jacket, no store credit to buy a different jacket that is available and no support or help from customer service. It has now been 6 weeks total.

• Initial Complaint

  Date:02/01/2025

  Type:Delivery 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 returned a pair of shoes back to you and the tracking number shows you received the item but you never refunded me. This was months ago. Your customer service team is not helping and they refuse to let me speak to a manager.

• Initial Complaint

  Date:01/31/2025

  Type:Delivery 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 have ordered 12 pieces of clothings, supposedly in 2 packages, in total value of $371,17. I have received the the notification of delivery at 19:51pm saying that they were delivered, I returned home same night 23:00pm. And there were nothing. I have contacted ZARA many times requesting proof of delivery they have been delaying it then just gave me a screenshot as it showed delivered, not even a photo.Then I requested check of the security camera in my building, and it took them a lot time to verify and there was NO packages delivered at that time, NO ZARA boxed entered the building even.I called ZARA back to provide this info, and the next day they say they investigated and sure that the packages are correctly delivered. And they have nothing can do.This is just a matter of scam or fraud, the security camera clearly captured no packages, they have no proof, but they refuse to take responsibility.

• Initial Complaint

  Date:01/31/2025

  Type:Order 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 returned 10 items that I ordered via ***** using the return label provided by the business. ***** tracking indicates that the return was delivered to their warehouse on 1/21/2025 and the business confirmed that they received the return. On 1/24/2025 I received an email notification that my return was processed but only 1 of the items out of the 10 in the box was refunded. I have made multiple attempts to contact the business via chat and phone and the only information they keep telling me is that their warehouse indicates that only 1 item was received, which is not true. There were 10 items in the box and the package weighed nearly 10 pounds. There is no way one dress wouldve made that box weigh nearly 10 pounds as the ***** tracking information shows. Zara customer service has been absolutely no help. I requested that a case or incident report be opened with their warehouse so investigation can be done and every time they just give me the same information that only one item was received per their warehouse.

• Initial Complaint

  Date:01/31/2025

  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 two separate occasions I have mailed returned items back to Zara warehouse (purchased from Zara website) and upon receiving the items in their warehouse, they fail to reimbursement for all items, leaving an item out and not returning my money and the insist that they refunded me for everything I sent back, refuse to believe me that the items were included in the package and they wont give me my money back. It happened the first time and I thought perhaps it was misplaced at the warehouse and they arent willing to believe me that I actually sent it back, but then a week later on a separate return it happened again and they pulled the exact same stunt and wont give me my refund. The two items combined total approximately $80 of my money that they have stolen from me. Upon bringing this up on social media I have found that the exact same thing, or a similar story has happened to countless other Zara customers across the country and ************************. The two order reference numbers for the items that are were returned and not refunded are:Order #*********** Order #***********

  Customer Answer

  Date: 02/25/2025

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

• Initial Complaint

  Date:01/31/2025

  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 items that were delivered 1/02/25, order #***********. I returned one item from the order, a black dress ref 5029/170, as it didnt fit properly, returned on 1/6. The item was tried on but unworn and with the tags intact. On Monday 1/27 I received and email stating that the item cannot be returned as it shows signs of being worn. A phone call to customer service could not state what signs of wear the dress had and the agent let me know that there would be no exceptions to this rule. After escalating the issue I received an email to call customer service again, who provided no additional information. They went so far as to tell me that I should have reported the item as damaged before returning it (it was not). They said that any information about the dress was internal information, essentially making this a she said Zara said scenario in order to abuse their policy and commit fraud. I can tell from the other complaints on this site that Zara has a long history of committing this fraud and many customers have fallen victim to it. It should be noted that I am a loyal customer who has spent thousands of dollars at zara over the past few years and have always returned items in perfect condition. Im disgusted at this scam.

  Customer Answer

  Date: 02/24/2025

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

• Initial Complaint

  Date:01/30/2025

  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 Dec 25, 2024 I placed a 9 item order from Zara app on the day of their boxing sale. A few days later 2 items from that order shipped and it arrived on Jan 2, 2025. So Jan second I began reaching out to Zara asking where the other part of my order was. They stated they would escalate this issue and to wait ***** hours. So I waited every 2 days when I would reach out to this I would be told the same thing another ***** hours. I even reached out to their instagram page multiple times. On Jan 10 I received a email stating they are investigating my order because it never left the warehouse . I never received a refund for the items that never left their warehouse either. I have been reaching out to them ever 48 hours (per their request) so we have been going back n fourth up until today 1-30-25. Now they are shipping my order but one of the items are out of stock so instead of 7 items Im getting 6 items. My problem is every item being shipped to me is now on clearance and is over 65% off. I will include screen shots. I also repurchase a pair of boots that was in my original order on Jan 17, 2025. They were $40 cheaper. So instead of $139 I paid (for the order that never shipped) I got the boots for $99.50. My point is with explaining this as of today the boots are now $39.80. All of the items in my order that they are shipping over 35 days later is cheaper. I called to tell them since it took so long I need a price adjustment. To my surprise they told me I CANT. Also I can not return my items as my original order receipt states the last day for me to return would be Jan 25, 2025. Which is 30 days from Dec *******. The problem I need resolve is they rightfully should honor the price that those items are priced at when they are just shipping my order.

• Initial Complaint

  Date:01/29/2025

  Type:Customer Service 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 went into Zara Richmond on Jan 27 at approximately 6:45. I shopped the sale section and decided on an item that was marked 70% off. The cashier said the price was incorrectly labeled, so I asked to speak with a manager. He peeled off the sticker and said the item is regular price. He gave me customer support phone number and said there is nothing he could do.