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Business Profile

Clothing

Zara USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Important information

  • Customer Complaint:
    Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

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

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.

    Please enter a valid location.

    • 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

    Customer Complaints Summary

    • 857 total complaints in the last 3 years.
    • 356 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/20/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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:
      Unanswered
      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.

    • Initial Complaint

      Date:01/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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 order # *********** on 11/20/2024. It was for 2 dresses ref ******* and one top ref *******. I only received 1 dress and one top. I contacted them regarding the missing item and they sent a replacement. When I received the replacement it was too big on me and requested to return the 2 dresses and the top. I returned the 3 items and Zara processed a partial refund for 1 dress and the top on 12/28/2024. I am still missing $74.79 for one dress. I even sent them a picture that I took at the post office of the box containing the 3 items. I took the picture to have proof of the items I was returning. I called their costumer service and they denied me any further help and also said they couldn't transfer my call to a supervisor. ******, one of the costumer service agents refused to tell me what country is he located and said it wasn't relevant to me, he also refused to give me his agent ID # saying that the country where the call center is located and his agent number are personal information and hang up the call on me.

      Customer Answer

      Date: 02/10/2025

      Better Business Bureau:

      At this time, I have not been contacted by Zara USA regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:01/16/2025

      Type:Product Issues
      Status:
      Unanswered
      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 file a formal complaint regarding Zaras handling of a return package, which has resulted in financial loss and frustration on my part. Below are the key details of my case:1.Order Information:oOrder Number: *********** 2.Issue Description:On Jan2 , I initiated a return for an item purchased from Zara. I used the return label provided by Zara, which explicitly stated "**** *********************** Following the instructions, I dropped off the package at my local **** office. While **** informed me that they typically do not provide return receipts for such packages, I took photos and videos as evidence of the drop-off to confirm that the package was handed over.However, after 10 days, I still have not received a refund from Zara. Upon contacting their customer service team, I was told that the package should have been returned via ***, not ****, despite the label clearly indicating ****. I strongly believe that Zaras mismanagement and creation of an incorrect return label are the root causes of this issue.3.Evidence Provided:oPhotos and videos showing the package being handed over to ****.oCopy of the return label provided by Zara, which specifies **** Parcel Return Service.4.Desired Resolution:I request that Zara issue a full refund for the returned item as soon as possible. Additionally, I believe it is essential for Zara to review its return process to prevent such issues from occurring in the future.This situation has caused unnecessary inconvenience and financial stress. I kindly request BBB to assist in mediating this matter to ensure a fair resolution. Please feel free to contact me if you need further information or supporting evidence.Thank you for your time and assistance.Sincerely,

    • Initial Complaint

      Date:01/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 online a lot of items with a special offers/sale and they were stolen by their courier (I have videos proving it). Now I wont get the items because they are sold out and just reimbursing my money is not fair.

      Customer Answer

      Date: 02/10/2025

      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

      Date:01/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 November 30, 2024 I purchased two items from this company as Christmas presents. The items that I purchased were too small for the person they were purchased for. I when ahead and purchased both items again in a larger size so I would not miss the ongoing sale. Upon contacting the company's customer service department to inquire about a refund, I was told that I only had until December 29, 2024 to request a refund, even though the items were Christmas presents and therefore nothing can/could be done, not even a store credit. I made the original purchase and additional purchase in good faith and I would like my money refunded to me in good faith.******** ********

      Customer Answer

      Date: 02/12/2025

      Better Business Bureau:

      At this time, I have not been contacted by Zara USA regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:01/15/2025

      Type:Product Issues
      Status:
      Unanswered
      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 November 23, 2024, I purchased a sweater at the *********** ** store. I was told I had to provide my cell phone number in order to receive a receipt and I provided this. On December 23, 2024, I returned the sweater to the same store. The sales clerk asked for my cell phone number so she could process the return. However, she typed in the wrong cell phone number and before I could correct her mistake, she completed the return on her register. She was unable to correct the mistake and asked for a manager. The manager assured me that entering the incorrect cell phone number would not impact my refund as the funds would automatically be credited to the card I had used. After waiting until January 8th to receive the refund, I returned to the store. A different manager told me: 1) I should have received a paper receipt on December 23rd to substantiate my claim for a refund; 2) while she could provide me with all the data from the original purchase and return, she could not help me as all transactions were handled by the corporate office, so I needed to call customer service. I called customer service that day and explained everything that had happened (including giving the *** all the information about both transactions I had received from the manager). I was given the case number listed above and assured I would receive confirmation of my refund "within 24 - 48 hours". Today, January 13, 2025, I contacted customer service again. I provided the case number and asked for the status of my refund. The *** ("****") told me: 1) he would have to research the case and "I would receive confirmation of my refund "within 24 - 48 hours"; 2) he could not tell me the status of my request for a refund; 3) he would not transfer me to a supervisor; and 4) he would not provide me with an email address at ZARA to file a complaint. (I found it on my own.)I am SO disgusted by ZARA's obvious attempt to delay, delay, delay refunding me to that which I am entitled.

      Customer Answer

      Date: 02/15/2025

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

      I received the attached email on January 25, 2025.  I still ahve not received the promised refund.

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:01/15/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 been with zara online customer service and not able to get any resolution and get my refund back due to so many issues with the customer service. no manager allowed to talk with customers. no resolution . been on calls with them since 12/16/2024 and still no resolution. i had to eventually call the credit company .

    • Initial Complaint

      Date:01/15/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 12/14/2024 I purchased a coat for $109. Upon wearing the product it started creating pilling and all over the arms and front of the coat. I contacted customer care and was advised the store would handle the transaction due to the product being faulty. On Saturday Jan 11th I spoke to someone at the register and she denied taking the coat provided me a copy of the receipt screen shot of it and stated to contact customer care on MONDAY as they would have to contact the store via email to allow the return upon speaking to someone case # ********* I was advised he cannot assist with the defective purchase I would have to go back to the store. This has turned into a huge inconvenience due to a defective product with in ************************************************ even store credit. When asked to provide corporate address following up with a chat I was advised they cannot provide that information.

      Customer Answer

      Date: 02/10/2025

      Better Business Bureau:

      At this time, I have not been contacted by Zara USA regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:01/15/2025

      Type:Product Issues
      Status:
      Unanswered
      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 some items and have not received a refund. I returned 3 different orders and was instantly refunded back to my Afterpay expect for one order. When looking at return receipts i noticed that the two i returned says the amount going back to afterpay. However, the 3rd order does not show the amount. I have called customer service and so has a store manager and have not been able to get help on where my refund is. I have not recieved my $90.75 original order # *********** return order #***********

    Zara USA is NOT a BBB Accredited Business.

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