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

  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:01/09/2025

  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 online order on 12/25/24 and was told that I would receive said package on 01/02/2025. Because it was the holidays I was expecting the package on that date or maybe even later because I was out of town and because it was such a huge sale and theyd have so many orders. To my surprise the package was delivered on 12/31/2024 and I was out of town which is a holidy. My package was left thrown outside and I had this issue with Zara previously where I explained that they cannot leave my packages outside due to theft. If no one is home than Id rather had the order be sent back or to retry delivering. They instead chose a cheap lazy company that left my package outside with HUGE ZARA words on it that would draw attention to my package, they didnt even try to hide my package and I wasnt given the option to have it delivered to a pick up spot. I informed Zara of this issue and they refuse to give me my money back!!! And basically told me theyre sorry but its not their issue. So Im basically out of $200 and they have my money and someone has my package because they choose cheap shipping companies.

  Customer Answer

  Date: 02/03/2025

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

• 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.

  I purchased two blouses from Zara on November 20 and received the items on November 24, 2024. I purchased the items during a sale that appeared to be a sale for the holiday season. I began to return the blouses due to poor quality and discovered that the last date to return the items stated December 29. Four days after the Christmas holiday. I had purchased these blouses to give as gifts. It was not stated clearly that the items did not fall under a holiday return period. After contacting Zara through ******** and receiving no reply and calling, I spoke with a phone representative. He stated that the special holiday return policy began on December 15! Well after Zara had been posting items for holiday sales. This does not make sense and is very devious of this company. We are shopping and purchasing holiday gifts and will not be able to return the items until after the recipient opens these on December 25. Next, we are traveling and a four days after Christmas deadline does not allow for many of us to return any items that we were not happy with. The two blouses were for my daughter. Both blouses are very sheer and cannot be worn without something underneath each of these. Blouses should not be transparent. The quality was very disappointing and now I learn that Zara customer service is non-existent. The phone representative stated that there was a holiday return extension but it began on December 15! Ten days before Christmas when most everyone is finished with their Christmas shopping. I do not wait until ten days before Christmas to buy presents. Items are gone or not available by December 15. This unrealistic return policy for Christmas gifts is devious and unprofessional. I have bought items from many stores this Christmas and Zara is the only company that has no return extension for the holiday season until December 15. I request that Zara accept the return of my blouses and refund my money.

  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:01/08/2025

  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 returned two items about five months ago and have called customer service over 50 times since. Each time, Im told Ill receive a gift card within 48 hours, but it never arrives. This is unacceptable.

• Initial Complaint

  Date:01/03/2025

  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.

  I purchased items for ****. My husband and I both got Covid. Went to return today, and can't. Only through 12/30. They were Xmas gifts and we were sick. Then when trying to get it resolved Zara customer support on ******* tried to scam me further.

• Initial Complaint

  Date:01/03/2025

  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.

  ***** was ordered online 12/7. Dress came all wrinkled. I tried it on and it did not fit. I couldn't get it over my head.With tags still attached, I sent it back.I relieved an email from Zara stating the item was worn and they sent it back to me without a refund.Called customer service numerous times and they said sorry they can't do anything.I want me refund. The dress was not worn.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 been calling Zara regarding my purchase since 12/17/24. I expressed to them that I received 1 item and did not receive my other items which happened to be in a separate package. I was very clear and thorough with the *** that I spoke to. She said ***orted all the information & and that it will take ***** hours to review. It took a little longer & I received an email stating that I have an option to be refunded. The email did not state what I was being refunded. I called in to get clarity they refunded me for the item that I received ! I explained again that I received the item which was perfume but not my second package which was clothing . I even asked the *** to put on a complaint in on 12/23/24. I asked to speak to a supervisor he stated hes not able to transfer me to a supervisor and that he didnt have reason why. (Very unprofessional) . He claimed to put in my complaint and once again I have to wait another ***** hours for my issue to be reviewed regarding the items I didnt receive. I called back on 12/26/24 no update . The *** I spoke to this time stated she was going to escalate this matter again. I called back again on 12/30/24 the *** I spoke to was clearly confused as the previous ***s no seems to know how to help me nor tell me why I cant speak or a supervisor. I asked Thai *** if he sees the notes and if a complaint was filed on 12/23 he said no I asked him again do you see that Ive called in regarding this Ive asked for it be escalated Ive for a complaint to be escalated he said. I then asked again if I can speak to a supervisor he said no he is the one handling it but he could not provide me his title and stated if I speak to a supervisor they will tell me the same thing. I asked again he said no again and when I asked why he stated I just cant I asked how can I contact cooperate to file a complaint he told me he will check and put me on hold he came back to the phone and stated that information is private.

• Initial Complaint

  Date:01/02/2025

  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 some things for my daughter and myself from ************************** on 12/16. My email stated my package would be delivered between 12/20-12/23. Packages (a huge box and a small box) indeed were delivered on 12/23. On Christmas day both my daughter and myself tried on what we got. From doing this I needed to exchange one article of clothing and return 4 other artciles of clothing as they didn't fit how I would have liked. I jumped on my laptop to start the return only to find out there was only one article of clothing listed in my order for return. Two days later I tried to return in store thinking there was an issue on my end. The cashier as well as her manager were not able to return the articles. They stated I should call this number ************** and so I did in the store. I was told that there in fact was an issue although they can see what I ordered and its also on my receipt with the order and that I would get an email in 24hrs with a return label. It has now been 72 hrs and NOTHING. I was told today I have to wait an additional 72hrs because its still being investigated. I have called five different times today as well as customer chat and no one can tell me anything. In the meantime Im here with clothes that neither my daughter or myself can wear and I cant return them because they say its not apart of my order although the receipt and all the numbers associated with the receipt match the clothes.

• Initial Complaint

  Date:01/02/2025

  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 ordered two items from Zara. The first item came in correctly. The second item was for a 3-pack of T-shirts. Zara only sent one shirt. I contacted them to ask about it, and they said that the other two shirts were not available, and stock would not be replenished any time soon. I asked why they shipped it if they knew it was the wrong order, and why was I charged for all 3 shirts. Zara apologized, and sent me a return label. I printed the label and took it to the post office, and the **** said that the label was invalid. So I contacted Zara to get a second label, and they sent it, but charged me for the return freight. I contacted Zara about being charged for an item that they shipped incorrectly, and they said that they cannot reverse the charge. Their return process is annoying, but charging me for their mistake is unethical (and likely illegal). The total order below is $62.92. The amount of the return freight is $4.95. I do not believe them when they say that they cannot reverse the freight charge. Anyone that accepts credit cards can reverse a freight charge.

  Customer Answer

  Date: 01/27/2025

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

  Zara did not contact me.  I contacted them.  Zara sent me the wrong item, and said that it was human error on their part, and they would send me a return label.  The first return label that they sent was invalid........ the post office said that it was an invalid number.  I contacted Zara again, and they sent me a second label, but charged me for the return freight.  I contacted them again, and asked why they charged me for returning their mistake.  They said that they would not pay for the return freight, but would give me a credit for future orders.  Since I am not going to order from them again, their offer is of no value.  They still made a mistake, and still have me paying for it. 

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

  Sincerely,

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

  Customer Answer

  Date: 02/19/2025

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

   

  No change from my last comment.  I contacted them......... they did not contact me.  They sent me an incorrect label the first time (did NOT work when the post office scanned it, nor when the post office manually entered the label #).  The second label worked, but they charged me for the return.  It was Zara's mistake, so I wanted them to pay for it.  THey won't.  They said that I can get a credit on my next order, which is of no value since I will not shop wit them again.
  
  Sincerely,
  
  ***** *********

  
  

• Initial Complaint

  Date:12/27/2024

  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 express concerns regarding several items from my recent purchases, specifically related to the orders with the numbers ***********, ***********, ***********, ***********, ***********, and ***********. Despite my efforts to initiate returns within the designated deadline due to fit and quality issues, I have faced challenges in exchanging these items, but last year when I went to the ********************** Zara store, I was informed that corporate can make a one-time exception The faux leather trench coat felt unusually rough to the touch, and the quality of the dress and pants did not meet the standards I expected based on Zara's descriptions. Unfortunately, I was not allowed to exchange these items at the time of my return attempt.Given these circumstances, I kindly request in-store credit equivalent to the lowest selling price of these items. This credit would enable me to select products that better meet my expectations and needs.I appreciate your prompt attention to this matter and look forward to a resolution that underscores Zara's commitment for long term customer satisfaction Best regards,

• Initial Complaint

  Date:12/26/2024

  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.

  Ordered a pair shoes from Zara online on 12/23/24 at 8:30 am for $85.89 and paid using Afterpay. ORDER NO. ***********. On the same day at 4:30 pm I received an email stating the order was on its way and left the warehouse. On 12/24/24 at 5 am I received an email that order was to be delivered that day. At 8:40 pm, I received an email the item was delivered at 7pm. I checked the tracking information that Zara provided with sonic transportation and logistics with tracking number ZAR286806618. I reviewed security cameras and checked around the home and the order Was not delivered. ****** reviews reveal that this delivery company has several negative Complaints of not delivering packages from Zara. ********************************************************************************************************************************************************************************* I contacted Zara on 12/25/24 to notify of not receiving the delivery and to resend my item or refund my order. The agent did not address the issue . I want a refund or the item redelivered to their store for pick up.