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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

    • 850 total complaints in the last 3 years.
    • 346 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:05/14/2025

      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.
      3666/076 this item on order *********** was stolen from my front door. I didn't receive the item Zara denied my request for a refund. I don't think it's smart in their end to have their branding on the packaging. My packages have been stolen for this year reason and they mainly target Zara. It doesn't happen to me with any other packages. I demand my refund for an item I didn't get this was zaras response "Thank you for your patience while we investigated your delivery.After a thorough review with our courier, we have confirmed that your shipment was successfully delivered to the address provided in your order. As a result, we are unable to offer a replacement or refund at this time. To enhance your future delivery experiences, we recommend using a drop-off location or choosing delivery to a nearby ZARA store. "

    • Initial Complaint

      Date:05/14/2025

      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.
      I returned the full content of a purchase which was a dress and a pair of jeans. Zara recieved both yet us refusing to refund the full items and only refunded the cheapest item. They refused me to talk with a manager and just kept saying oh well.

    • Initial Complaint

      Date:05/12/2025

      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 got this order to pick up in store. The store no longer has the order and they asked me to call customer service to get a refund. I did call and they refused to refund claiming that the store should have done this on site. The order is an online order with store pick up. I cannot easily go back to the store to get a refund and the deadline to return is tomorrow May 13. I need my refund.

    • Initial Complaint

      Date:05/11/2025

      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.
      Zara's customer service has never helped solve the issue.issue occurred: May 7, 2025 order number:*********** shipping number: ******************** ****************************************************************************************************** Zara did not conduct a thorough investigation and unilaterally declared that the delivery was complete and refused to issue a refund. I have been contacting customer service every day regarding this matter, but they show no intention of resolving the issue.* ***** claims to have delivered the package, but it was not actually delivered. The delivery records they provided were for a package sent by another company (******) to a different resident. * ***** not only deceived the client (Zara) but also failed to provide proper service to the consumer and made false claims.This is the second time such an incident has occurred. In the previous case, when an order was placed with Zara, * ***** lied about delivering the package and took it back.

    • Initial Complaint

      Date:05/10/2025

      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.
      I placed an order online and delivery was yesterday only optima delivery company did not deliver to my home it was delivered to someone elses home a house to be exact I live in an apartment, so I contacted Zara and spoke with a representativeto which she could not help me at all. I told her that I had the proof that the delivery was made to someone elses home they sent a picture. She said there was nothing they can do for 72 hours. I said why when I have the delivery proof I can email everything you. We need to figure out what we can do how we can rectify the situation as I spent a lot of money. I didnt take 72 hours for to deposit my money and this was for an event so now Im out of an outfit. Im getting no help theyre refusing to patch me through to a supervisor. I tried to contact the headquarters. **** get is an automated system that directs me to call the number that I have been calling that has not been helpful at all. I am disgusted by and appalled by how they are customer services they still have not contact me to rectify the situation.

    • Initial Complaint

      Date:05/08/2025

      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 purchased three items from Zara and was charged higher than the ticketed price. They used the bait and switch tactic. I informed the clerk and she dismissed me and said the price was higher than ticketed price. I want the difference

      Customer Answer

      Date: 06/03/2025

      Better Business Bureau:

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

      Sincerely,

      ******* ****

    • Initial Complaint

      Date:05/06/2025

      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 order 2 items as as set from Zara online order number ********** one of the items the pants arrive damage with 2 holes at he bottom i derive to the store to return them they told me to ship it back to the ware house i called Zara customer service try to get replacement for the pants they told me its out of stock i requested a return for both items since i cant only ware the top without the pants i shipped both of them via Fedx tracing id ************ they only processes return for one item which is the top when i called customer service they clamed that they only received one item how is that could be possible there is no way if you look at the weight of the package you will know that s no way the pants have big belt with buckle i asked to open case and investigate i called again the customer service with no help

    • Initial Complaint

      Date:05/05/2025

      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.
      Complaint to BBB Order #*********** My name is Sol *** **** (DNI: ***********. On March 12, 2024, I made a purchase in Zaras Aventura Mall (*****) store. An employee placed the order online for me from a store device using my credit card. I was told the delivery would arrive in 48 hours, but it was scheduled for March 19, when I had already returned to ************************** canceled the order, but they refused to refund my credit card. I was told the only option was to send the refund via Zelle to a friends account:****** **** **** *** ************************* They said the refund would take 28 business days. That time passed on April 25, and still nothing was received. Ive been calling every 48 hours since March 17. Each time Im told the case was escalated, but no proof of payment has ever been provided.I request an immediate refund of $338 USD or a legal alternative. If not resolved, I will pursue further legal action.

    • Initial Complaint

      Date:05/03/2025

      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 purchased an item at Zara in ********. They did not provide me a receipt. I asked for one and they said they do not give paper receipts and they would email it to me with my phone number. I never received a receipt and I wanted to return the item in a timely manner, its nowhere in the system under my name . I went into the location to try to resolve and return utem. I was there about an hour and half and also contacted customer service twice. They will not help me! The sales person and manager try to help me and they said that it happens all the time. I feel that this is a way for them not to return your items and they keep the money. When I spoke to ***************** they located an item that was purchased at that store. They also said that there is no phone number or email connected to that purchase. I find that ironic. They make it difficult for you to get your receipt so they dont have to give you your return. When I first contacted **************** by the phone number they were supposed to email me back. They never responded. Its impossible to resolve this issue please help thank you.Zara contact number ****************

    • Initial Complaint

      Date:05/02/2025

      Type:Product 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 purchased 4 products from Zara online app in 19 of February 2025. Its still not delivered. Ive tried to contact them many times but they did not pick up the phones. I tried to contact them from their chat but they always gloss over and the last time, they said you dont have any pending order but I can see it clearly from the app as its processed Its been almost 3 months. I dont want anything from Zara anymore. Dissapointed.

      Customer Answer

      Date: 05/06/2025

      Better Business Bureau:

      Thank you very much for handling my issue meticulously and for your assistance. Today, I received a refund of USD ***** to my original payment method. However, for the same order, it is stated that one item was delivered, but I never received it.


      At the time, I checked with both my neighbors and the building management, but no one had received the item on my behalf. Since I was unable to reach Zara ***************** I contacted ***** directly, but unfortunately, they were unable to assist me.


      Please find the relevant images attached for your reference. Should I create a new complaint for this issue, or can we proceed through this current communication?


      Thank you in advance, and I wish you a good day.




       

    Zara USA is NOT a BBB Accredited Business.

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