Complaints

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

close

Find a Location

Zara USA has 78 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Zara USA

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

• 

  Zara USA

  750 Lexington Ave New York, NY 10022-1200

• 

  Zara USA

  1963 Broadway New York, NY 10023-5904

• 

  Zara USA

  100 Menlo Park Ste 500 Edison, NJ 08837-2488

• 

  Zara

  1234 Wisconsin Ave NW # 1244 Washington, DC 20007-3238

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: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.

• Initial Complaint

  Date:01/29/2025

  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 made this order on 12/25 i was supposed to get on 01/02 the order was never send i have call zara on the phone on the chat even though social media to help get my $ or my clothes, no one help they tell me I have wait no one has answer i have wait today is 01/27 a month later no answer no refund no clothes, i need help idk what else to do I have try everything

• Initial Complaint

  Date:01/29/2025

  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 ***** I purchased items from Zara for Christmas understanding they had an extended holiday return period. On ***** I returned 5 of the items because I reordered the exact items ***** in a larger size. Zara returned 3 of the 5 items. I called and asked why they didnt refund the other 2 and they said they were out of the return window. I asked did all 5 items come in same box at same time and they answered yes. I asked how 3 could be within and 2 not within if all ordered the same day and returned together in same package. He said because they arent inside the return window. I asked for a supervisor and he said he isnt going to repeat that they arent outside the window and arent returnable so he was disconnecting call. Attached is proof of order all on same date and proof they returned some items and not others sent back at same time

  Customer Answer

  Date: 02/22/2025

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

• Initial Complaint

  Date:01/29/2025

  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.

  Made a return never received the electronic receipt I have no proof of return when I requested a physical copy they said that is something the store does not offer, I have not received my funds back for the return therefore I have zero proof of the return ever being made I tried to resolve the issue but I am unable to prove anything without the receipt but they dont offer a physical one Im left with just doing this complaint, Ive tried to dispute it with my card but since I dont have proof they cant refund me Im left with the run around

  Customer Answer

  Date: 02/22/2025

  At this time, I have been contacted directly by Zara USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ******** ******** *******

• Initial Complaint

  Date:01/28/2025

  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.

  the tracking of my online order package says delivered, but I didn't receive the package. It was not delivered to the exact address I provided, the picture shows the package was put at the public area, not in the package locker, not even in the building, its like throwing it on the street. I have checked the area, the package was not found.

• Initial Complaint

  Date:01/28/2025

  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 purchase a dress and coat from Zara I have not received it from since the date of claimed delivery 1/17/25, everyday when I call Zara I am told to call back the next day. I would like a refund for the items not received I dont have time to call daily for a products I paid for begging for them to be received this is too stressful of a transaction I would like my money back thank you! I asked for a refund and a manager and was told Zara does not do that my only choice is to wait another day. This is the third time I am being told it will be resolved the next day.

• Initial Complaint

  Date:01/28/2025

  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 am writing to formally file a complaint regarding my unsatisfactory experience with Zara, both at their store and through their customer service hotline.On November 29, 2024, I purchased a pair of pants from Zara as a Christmas gift for a family member. Unfortunately, the pants did not fit, and I attempted to exchange them or receive store credit on January 25, 2025. However, both the store manager and sales representative refused my request, citing Zaras strict 30-day return policy.I explained that many retailers offer extended return periods during the holiday season to accommodate gift recipients, yet I was told Zaras holiday extension ended on January 1, leaving little time for customers to address post-holiday returns. This policy is rigid and inconsiderate of customers who may need more time to organize and return gifts during a busy holiday season.Adding to my frustration, I called Zaras ***** customer service number to escalate the issue. The representative I spoke with was dismissive and unhelpful. When I requested to speak with a manager or supervisor, I was told none were available and that no one could escalate my concerns. When I asked about filing a complaint, the representatives response was vague and unprofessional, admitting that filing a complaint might be useful and might be useless. This lack of accountability and transparency is unacceptable.I am seeking a resolution where Zara contacts me directly to offer a store credit for the pants, which cost $35. This is a reasonable request given the circumstances, especially since other retailers make accommodations for holiday gift returns.I appreciate your assistance in addressing this matter and holding Zara accountable for providing better customer service and reasonable return policies.

• Initial Complaint

  Date:01/27/2025

  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 ordered this item for a Christmas gift on 11/22. It was delivered on 11/27. This gift was given as a gift on 12/25 and was never worn only tried on to discover it was ridiculously small. It was in brand new condition with all tags attached. I returned it on 12/26, which is less than 30 days after receiving it. They say they received it on 1/7 so it is not refundable.Although most retail companies would extend the refund period past 30 days for a holiday *********** is a mens large jacket and fits like a womens small and does not even come close to fitting my son who is 64.