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: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.

• Initial Complaint

  Date:01/23/2025

  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 went to get clothes and ring them up at the men's section. The workers were busy chatting and laughing and said that I need to go checkout at the women's side. I went to the self checkout and the new system they had was super confusing as there was a glitch on the screen all my items were miscounted without my knowledge. As I was leaving they hired a non English speaking security lady who stopped me and forced me to check my bags when I mentioned to her that I paid and showed them my receipt and that the self checkout system is confusing. The manager was very rude and condescending towards me, she stated that " I had to pay attention to the screen" when checking out.

• Initial Complaint

  Date:01/20/2025

  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 placed an order with Zara, order number ***********. I bought a pair of shorts for a friends Christmas gift that I decided to return because I found something better. I requested a refund right away and shipped the item back on December 9th. The item was never tried on. I waited to contact Zara until this Monday by phone. I assumed that because of the holidays they were busy. When I contacted them, they claimed that the item was damaged and torn. That is impossible because the item was never tried on. I requested to hear back from a manager and instead received an email the following day saying that they had shipped my item back since I contacted them. When I received the item today, I took it to a store to ask for my money back. The manager said the item was brand new but she couldnt help me since it was past the 30 day return window. She gave me her phone number and name, ***** Le from Cerritos checked it out. *************. She said she would be able to verify that the item was in pristine condition. I joined a ******** group that is named Zara Return Issues. When I posted about my complaint, I found so many other buyers who have gone through the same problems. I have photos of everything that document what I have gone through. Please help us fight this corporation that is scamming its clients.

• Initial Complaint

  Date:01/20/2025

  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 placed an order at ************************** and received the products on Oct 30 2024. After trying them on on the same day, I initiated a return of 3 items on Nov 1 2024. All the 3 returned items were brand new with tags, and I packaged them carefully and attached with the return label generated by ZARA return service. I dropped it off at **** on Nov 4 2024, and here's the tracking number: **** **** **** **** **** **** **. I received an email on Jan 06 2025, stating that the 3 items cannot be accepted for the reason of 'out of its return period'. I received the kicked back items on Jan 11 2025. The items are still brand new with tags.I checked the return label tracking number, which showed the returned arrived at returns agent located in ******, ******** on Nov 06 2024, and eventually delivered by Agent to Merchant on Dec ********* called ZARA customer service, who told me the reason for the kicking back of my return, was due to items in worn condition. However, that's not true and i still have these items kicked back to me to prove they are brand new with tag. In addition, this statement from customer service, does not line up with what's stated in the email that I initially received for the reason of 'out of its return period'. I asked to escalate this case within ZARA customer service, but they told me there's nothing they can do to escalate this and i have no options than accepting the declination. They did not ask for additional evidence to prove the item conditions. I have the **** tracking details to prove i returned it within window, I have the kicked back items to prove they are brand new with tag and never worn, and I have the email stating the declined reason was due to 'out of its return period', could BBB help me with this. I'm happy to provide any evidence I have. It's not a big money, however, it's about right or wrong. It is unfair for customers having to accept whatever their warehouse was saying without any chance to fight back.

  Customer Answer

  Date: 02/14/2025

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

• Initial Complaint

  Date:01/20/2025

  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 purchased a pair of boots off of Zara and they said they were delivered. I contacted the delivery company. He sent me a picture of mydoor. There was no package there. The next picture you sent me was a picture of the package at the door. I advised him I did not the package buy some that I have a security camera provided him the ring doorbell times for that day and Ive been contacting their carrier service by text message and have not gotten a resolution as well as I have called Zaraand they stated that someone would get back to me. No response. I have contacted the payment administrator that I used to purchase them and advise them of whats I will not be paying for something I did not receive

• Initial Complaint

  Date:01/20/2025

  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 ordered a $75 gift card on 11/25/24 with a delivery date of 11/27/24. My credit card was promptly charged. This was a birthday gift. According to the Zara website this item has still NOT SHIPPED. Needless to say I had to scramble for another birthday gift. I then began calling and chatting customer service requesting to cancel this order. No one has ever attempted to make a refund to me. The order sits in my Zara account with the same shipping status of not shipped that was posted on 11/26/24. The only response I have gotten is a form letter email saying the matter is being looked into. I have received this same email response 11 times.I have included screenshots of the form letter email received *************************************************** my Zara Account (not shipped).

  Customer Answer

  Date: 02/13/2025

  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]

   This is similar to the same form letter they have sent before but it has a case number on it. It does not match the case number assigned by BBB. They continue to send form letters and make no attempt to return my money  

   

   

   

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

  Sincerely,

  **** ******

  Customer Answer

  Date: 03/09/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********. I contacted them again and received the same form letter email saying that they needed more time to investigate. 
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:01/20/2025

  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 made a purchase on 9/26/24 and the order was delivered 9/30. I reached out to customer service via chat on 10/3 (well within the return policy) to initiate a return as one of the items did not work in the space I intended. I was told due to it being a home-collection item it must be picked up by a carrier ******** The home collection pick-up was rescheduled numerous times (10/7, 10/14, 10/25, 11/14, 12/18). Every time I must dedicate several hours of my work day to ensure I am home for the pick-up window. No one ever shows up or contacts me. My property manger has flagged down ***** employees in my building to ask them to take the package and they stated ZARA did not provide them with the correct shipping label to do so.I have called customer service a handful of times to follow up on the failed pick-*** and to obtain a resolution. I have tried my best to be flexible and work with them. I have offered to bring it to my local ***** if they could just provide me with a label or QR code. I have offered to bring it to a store (closest location is 2 hours away in a different state). Each suggestion I provide they refuse. They can never inform me why it keeps failing nor can they provide me with any solution other than rescheduling. I have requested a manager every phone conversation however the representatives either communicate that there is no manager or they insist one will contact me via call. I have never received a phone call from a manager. Over three months later and I still have this relatively large package in my home, no direction on next steps, and no refund.

  Customer Answer

  Date: 02/13/2025

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

• Initial Complaint

  Date:01/20/2025

  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.

  11/28 we ordered #*********** my husbands shoes were a little big so on 12/4 we ordered #***********. (Delivered 12/7). Those shoes were too small and on 12/19 we decided we would not make it to a store and instead return by mail. On 12/26 2 of the 3 items returned were processed but there was no mention of a 3rd. After a few days I decided to call and inquire and a ticket was opened, I would get an email with an update. On 1/14/25 still no email no call no update, I called again. I was told the item was in worn condition and would be mailed back to me. 1/17 I received the shoes without a shoebox or any sort of protection just the *** box they were thrown into. I called Zara customer service again after clearly confirming these shoes are unworn, Im not confident they are the shoes I mailed back to them but regardless still unworn. Apparently speaking to a manager is prohibited by them and instead I was told to chat with customer care only to be told the same thing. I sent pictures of the item and the agent kept repeating the same response. When pushed for specifics of the wear signs she was not able to give me any and just referred back to the fact they are unable to accept and I cannot speak with a manager. The shoes I returned where returned in the same condition we received them one never even came out of the shoebox but in turn we received them almost a month after we shipped them without a shoebox and well past the *********************************************** try to find another resolution. I would like to have my $199.00 plus tax refunded as these shoes were returned in new condition within their 30 return policy.

  Customer Answer

  Date: 02/13/2025

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

• Initial Complaint

  Date:01/20/2025

  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.

  Hello, dear BBB team.During Christmas Sales I took an advantage and bought a coat by sale from Zara Official Web Site. I bought it on January 2nd. I received the letter by email from Zara that my parcel was successfully delivered on January 6th at about 6 pm, I wasn't at home. When I came back home at 8 pm and was sure my parcel was in front of my door according to the address with the number of my apartment, which I gave during my order. But it wasn't. I called to Zara *************** twice and they sent me the proof of "successfuly" delivery - the photo of parcel next to the multiple mailboxes in the ground floor. Anyone can get to this area from outside and take the parcel. I am pretty confident that the parcel was stolen as it was not delivered to my address I provided exactly to my apartment number. It was left somewhere in the ground floor without any protection and was stolen in 2 hours. Zara doesn't want to help me in this case and just closed it. I spent credit money for this purchase and received nothing. The cost of purchase was ****** $I attache the photo from delivery company which Zara sent me as a "proof", no any numbers of apartment just multiple mailboxes. Please, I ask you to help me with this issue. I feel very offended, frustrated and it is very unfair.

• Initial Complaint

  Date:01/20/2025

  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.

  Holiday Returns: Originally contacted Zara Jan 2 in regards to a refund of a Christmas present regarding a duplicate purchase. **** representative stated the item was purchased over 30 days and hung up stating no store credit would be offered because it was not their policy. I contacted again asking to speak to a manager and was told that not possible. My family is avid Zara shoppers and we cannot believe the customer service we have received. I also reached out via ******** and received the same lack of helpfulness or empathy for my situation. The purchase of a shirt was mistakenly ordered twice by me and my sister as a Christmas gift for my daughter. I would like a refund or store credit for the following item;RED ***************** I was shocked to hear Zara does not extend return policies regarding holiday return dates. This is not a customer satisfaction and I would like to request a waiver on this policy.