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:01/14/2025

  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.

  Purchased items online on 12/25/24. All items where shipped and delivered on 1/7/25 except one item. There has been no update on shipping or a tracking code. The item currently (1/10/25) shows out of stock. My guess was the inventory was off and they do not have the item. I called customer support and they were not helpful and honestly a bit rude on the phone. The gentleman I spoke with said the item shows on his end that it should have arrived on 1/8/25 but that I need to wait another 48 hours (though today is 1/10/25) in order for them to help with anything. He said that the item shows out of stock so they cannot replace it and that he cannot help with a refund. Honestly, I am not sure how this is helpful other than he is pushing me off to have to call in again - probably hoping I'll give up and take the loss. Horrific experience and not surprising given the experience of others with Zara.

• Initial Complaint

  Date:01/14/2025

  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 placed an order (#***********) on 12/30/2024 for in store pick up. The packages left the warehouse on 1/3/2025, but it still has not arrived at the store. Orders placed after it have all arrived, whether delivery was to home or store. I reached out to customer support via chat on ************************** on 1/10/2025, and I was connected to agent ******. After explaining my situation and asking for an estimate of an delivery date, I was told no information is available of my package, and was repeatedly offered a refund, despite me having made clear multiple times that I do NOT wish for a refund if the package could be delivered. After many attempts trying to figure out what happened to the package, ****** unilaterally and suddenly ended my chat. Her behavior was shockingly rude and disrespectful. I was then connected to a different agent who was able to confirm a shipping incident occurred and the package was not going to be delivered. Both items in my order are now out of stock and at this point, unlikely to be back in stock again. I understand stock fluctuates during a sale, which is why I made the purchase when I did. If this issue had been brought to my attention earlier, I could've replaced the order. Since I hadn't received a single update from Zara this entire time; if I hadn't reached out, I doubt when I'd be informed of this situation. One major issue was the unprofessionalism of Zara customer support agents - I understand they are only authorized to provide limited resolutions, but they are not authorized to treat customers in a disrespectful manner - avoiding questions and ending the conversation without resolving the issue are not how customer service should act; nor should customer service pressure their customer into accepting a resolution when they has already refused. The agents behaviors are not only rude but also extremely unhelpful. If possible, I'd like Zara to fulfill my order. A refund is NOT a resolution - it is my right if I do not receive the order.

• Initial Complaint

  Date:01/14/2025

  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.

  My sister-in-law ordered clothing as a gift for my son. It did not fit. I went to the store to return it. They did not give me anything so I asked for the gift card. They said they could not do that and had refunded to my sister-in-law's credit card. They told me to contact customer service to cancel the refund and have them issue me an electronic gift card. I called and customer service said they could not do that. I asked to speak to a supervisor and they said they could not do that. I pointed out that Zara took clothing from me (the owner) and did not compensate me. My sister-in-law was no longer the owner of the clothing at this point so refunding her still does not count as compensating the owner. Taking an item from an owner and not compensating them is theft.

  Customer Answer

  Date: 02/08/2025

  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]

   They reached out to me on ******** and said they would be in further contact with me but then I never heard from them again

   

   

   

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

  Sincerely,

  ***** *****

  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:01/14/2025

  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 a dress from Zara online for an event. When I ordered the dress, they gave me the date range of when the dress would arrive by mail. Because the date range was before my event, I felt comfortable ordering the dress; however, the dress did not arrive when it was supposed to. I requested a refund for the shipping costs I paid which was rejected. I then requested they waive the return shipping cost because they had failed to deliver the item when they said they would, so it felt unfair for me to have to pay for the shipping and return shipping. This request was rejected. I decided to return the dress anyways. When I received the dress in the mail (late), I simply took it out of the packaging and put it in new packaging to return it. I never tried it on or wore it. They sent the dress back to me and rejected my return because they say the dress has been "worn" which is impossible as previously described. I have called numerous times and they have not given me any solution. It is now past my window to return it in person (and prove there is not wear to the dress) and they cannot make exception on that window either. This goes against their return policy that is stated on their website and I feel is a very misleading and unfair business practice. My last phone call with their customer service team I was treated unprofessionally and the woman hung up on me.

• Initial Complaint

  Date:01/13/2025

  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 received a coat from Zara as a gift from my parents. I opened the gift on Dec 31, during our family Hanukkah party. On Jan 7 I reached out to Zara customer service via online chat to request an exchange for a smaller size. I was told the 30 day return policy lapsed on Jan 6. I explained the circumstances and she offered no option to exchange the coat. She told me the 30 day period begins once the item leaves the warehouse. I asked to speak with a supervisor but she said she could not transfer me. I then called the customer service number and explained the situation to a different representative who maintained the same statements as the previous rep. ** told me if I wanted to speak with a manager Id have to go into a store to do so. I explained that I lived 4 hours away from the nearest store. ** wasnt able to help. I read Zaras terms and conditions for returns/exchanges (attached below), which states the 30 day period begins once the shipping confirmation email is sent. My parents received the email Dec 8, making Jan 7 (the day I called) the 30th day. I called customer service again and this rep ******** agreed that I was correct scouts the policy and confirmed the date of the email. ** could not connect me with a manager but said he would escalate my concern and I would receive an email within ***** hours. Less than 1 hour later I received an email stating they would not process the exchange as the return period was exceeded (see below). Im beyond frustrated and would like for the company to follow their own policy and process the exchange, as I was within the 30 day period.

  Customer Answer

  Date: 02/07/2025

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

• Initial Complaint

  Date:01/13/2025

  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 am experiencing unwarranted restrictions on my Zara account, which prevent me from completing purchases online. This issue first arose during the Black Friday sales event, where I was unable to proceed to payment despite multiple attempts. The response from Zara customer support has been vague and unhelpful, with no clear explanation provided as to why these restrictions were imposed or how to resolve them. This situation is particularly disappointing given my history as a loyal customer who has frequently recommended ********************** to others. The lack of transparency and prompt resolution from Zara has significantly eroded my trust in the brand. I have reached out to Zara requesting an explanation and immediate removal of these restrictions, but the responses have been inadequate, suggesting I refer to the general terms and conditions without addressing my specific concerns. This experience has left me frustrated and considering further actions, including escalating this issue to the ************************** in ******. I seek BBBs assistance to facilitate a resolution, ensuring that my account is restored to full functionality and that I receive a satisfactory explanation for the actions taken against my account.Additionally, I have been a loyal customer of ********************** for several years, consistently supporting the brand with frequent and substantial purchases. My account has been in good standing throughout this period. This long-term relationship enhances my disappointment with the current situation, as I feel my loyalty and history with Zara are not being considered in the handling of this issue. I am hopeful for a resolution that not only addresses the immediate concern but also reaffirms the value Zara places on its dedicated customers like myself.

• Initial Complaint

  Date:01/11/2025

  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 placed an order on Dec 25 worth $989. The order was charged on my credit card on Dec 31. Ever since Dec 25 it has been in order processing . Ive called several times regarding this order. Once on Jan 3 and then again Jan 8 which the *** at the time escalated the order to either be delivered or canceled. The *** had stated there will be a resolution within 48 hours. Two days later, there still havent been a resolution. I called again Jan 11 and spoke to a *** name ******. She told me I cannot do anything but to wait since it is processing in the warehouse. Theyve charged my credit card and they wont either cancel and refund me or deliver my items. Nonetheless this has been frustrating because I feel like this company has stole from me. It is unacceptable.

  Customer Answer

  Date: 02/09/2025

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

• Initial Complaint

  Date:01/10/2025

  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 quite a few items for my child from zara, before i go on to my issue I have to say their quality of clothing is just not worth the price tag anymore... after one wash clothing is falling apart. However here is my complaint, I purchased a sweater for my daughter in a size 6, I also ordered the same sweater for my niece in a size 5. The size 5 item came and was MUCH larger then the size 6, i compared the size 6 to my daughters other Zara sweaters that are 3-4 years old and the size 6 was much smaller. In my attempts to reach out to zara they were very unhelpful... did not offer much solutions and would not even offer the item for the same price I had initially purchased it for.

• Initial Complaint

  Date:01/09/2025

  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.

  Made an order and it was delivered 11/23. I returned it 11/26 in unworn condition. Zara rejected my return because they said it was in worn/used condition, even though I returned it with tags on right after I received it. They were unhelpful on the phone and quite rude about it

• Initial Complaint

  Date:01/09/2025

  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 12/20/24 I was on vacation in ***********, ****** went Christmas shopping at Zara for my niece. My purchase was $320+ u.s $ which I brought home to **, U.S. On Christmas day my niece realizes the ** size coat and pants are too small. On Sat 1/4/25 I went to a Zara store at ***************** in ** for an exchange. Because the items were purchased outside of the U.S they can't accept & recommend i call customer service during opening hours 1/6/25. I call and to my surprise the agent immediately notified me that unfortunately I can't exchange, return or get a refund in person or by mail. My only option is to fly to ****** to return it. I asked for the escalation depart., manager or **************** told me she couldn't transfer me to ********** had to just call back and just speak to another agent. I don't have an option to ship to the Zara store I purchased it from either and basically I have to accept that I have lost over $150. When I insisted she ask anyone in authority for more info she repeated herself and disconnected the call. I called Zara canada & because I don't live in ****** they can't provide me with a shipping return label even if i paid for it. Again they suggested I return to ****** and return the items prior to the 30 days (Jan 20th) as stated in the return policy. I am outrage by the lack of employee training in these matters and at the company's lack of policy on returns or exchange in items purchased internationally when they have stores all over the world (specially in touristic areas). As a world traveler I am beyond discouraged to ever shop at Zara and will spread the word on social media to others to do the same because if you simply change your mind or notice a default in your item you must fly back to the destination of purchase to address the problem. As an internationally operating company this is an unacceptable way to treat your international consumers. At least offer options to pay for a return label to send to the purchasing store.

  Customer Answer

  Date: 02/03/2025

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