Clothing
Zara USAThis 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
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 ComplaintThe 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:05/02/2025
Type:Product IssuesStatus: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.
To Whom It May Concern,I am writing to formally file a complaint regarding Zara USAs refusal to process a return for a defective item I purchased at their ************** store in ******, ** on April 27, 2025.While visiting my daughter, I purchased two STRIPED KNIT VEST TOPS (WHITE/RED, REF ********) one for myself and one for her. Each vest cost $59.90. After returning to **********, **, I wore the vest once over a white Szane blouse. Upon removing the vest, I noticed severe red staining around the underarms of my blouse. I attempted stain removal, but the damage remains. I then washed the vest per the care instructions and was shocked to find that the white stripes had all turned pink.This is clearly a manufacturing or fabric quality issue. I contacted Zaras customer service via phone, chat, and social media, and each representative refused to accept a return by mail. I was informed that returns for in-store purchases must be made in-store only. However, I do not live near a Zara store the closest location is over two hours away in *********, ***** a frequent Zara customer, I am extremely disappointed. ********************** is failing to honor basic consumer protections for defective goods. I am not requesting a courtesy return this is a defective product that caused damage to another item of clothing and cannot be used.I am requesting:A full refund or exchange for the defective vest ($59.90).The option to return the item by mail at Zara's expense, as I cannot access a physical location.I have photos of the damage, the receipt, and proof of communication with customer service.Thank you for your attention to this matter. I look forward to a prompt resolution.Initial Complaint
Date:04/28/2025
Type:Product IssuesStatus: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 an item in a condition unworn and unused and the item was sent back to me and they refused to refund me. I sent pictures of the item that was not used and yet they refused the return. On top of everything, the customer service was very rude. Extremely rude. If a **************** decided to expand to **, they need to meet the US customer service standards.Initial Complaint
Date:04/28/2025
Type:Service or Repair IssuesStatus: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 have sent a return to Zara by mail. There were 3 items total in one package, in original condition with tags. On Monday 04/21 they have received my package. On Friday 04/25 the refunded me for 1 item only. I called them. I was told I have to wait, because it takes the wear house multiple days to process the return. It didnt make sense to me. Since they opened the box and all the items were in one package, why does it take several days to process the other two products? I contacted them via instagram. They sent me an absolutely disgusting and gaslighting message, that their wear house didnt receive my items and thats why I wasnt refunded. I have a proof of delivery. When I suggested to them that they should look into the weight of the package received compared to the weight of the item refunded, they told me its nothing they can do. I called again Zara customer service, I was told I had to wait, wait for what? They are not refunding me and there are no answers. Chat was useless too, no response . I believe that they are scamming people out of products and money. Well, they did me. I am appalled and disgusted, I dont know what to do at this point. They owe me a refund for jacket $69.99, necklace $42.39, they also deducted 4.95 for service fee, which I believe they dont deserve. I hope you can help me. Thank you.Initial Complaint
Date:04/28/2025
Type:Product IssuesStatus: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 April 16, 2025, I attempted to use two (2) Zara gift cards, each valued at $50, which had been gifted to me. When I attempted to use them at a Zara location, I was advised by the manager that the cards had been blocked and was directed to contact Zaras customer service ***************). I contacted customer service the following day and was issued case ID #**********************, I was informed that the funds associated with the gift cards had been removed and sent to the state, rendering the cards void. I was further advised that in order to reclaim the amounts, I would be required to submit a notarized document at my own expense.Zaras publicly available Gift Card Terms and Conditions do not disclose that unused gift card funds will be escheated (sent to the state) after a certain period of inactivity. This omission is materially misleading and deprives customers of critical information about their rights and the expiration or forfeiture of gift card funds. Transparency regarding potential escheatment is a basic requirement in consumer-facing gift card agreements, and Zaras failure to disclose this information is both deceptive and unfair.Additionally, the current process Zara requires for reclaiming the funds mandating that the customer obtain and submit a notarized document at their own cost is unduly burdensome and unreasonable. A simple verification of identity, without imposing extra financial and logistical burdens on the customer, would be a more appropriate and fair resolution method.I still have the physical gift cards in my possession and can furnish them upon request. I respectfully request that Zara promptly restore the $100 total balance, either by reactivating the original cards or by issuing replacement e-gift cards.I appreciate your prompt attention to this matter and expect a resolution that complies with fair consumer ************** card #1: ******************* Gift card #2: *******************Initial Complaint
Date:04/28/2025
Type:Customer Service IssuesStatus: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.
Very poor customer service from **********************. Sent out a dress for repair and there has been no update for the last month. Every time I call the customer service ***** they tell me they will escalate the issue and I will hear an update in 48 hours but I get nothing back. Im so tired of following up with them.Initial Complaint
Date:04/28/2025
Type:Delivery IssuesStatus: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 mistake by ordering a sofa cover, not a sofa. The price of the sofa cover is $2400. The order says its estimated delivery is July 9, 2025. I have attempted to explain my need to cancel this order as I need the refund and didnt need this sofa cover as I dont own the sofa to which it fits. They refuse to help me because the order is in the warehouse. I asked to speak to a manager and the customer service representative said no. I dont know how to get this resolved. Please help me. Thank you, *** *****Customer Answer
Date: 05/22/2025
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
Sincerely,
*** *****Initial Complaint
Date:04/25/2025
Type:Product IssuesStatus: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.
Returned a package back to Zara through *****. Tracking states package was delivered on Friday, 4/18/25. Zara promises an email once the package arrives at their facility; I never received one. I have contacted them several times but they refuse to acknowledge the package has been delivered, and claim it is not in their system. I have not received a refund.Initial Complaint
Date:04/24/2025
Type:Service or Repair IssuesStatus: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.
Zara refuses to issue me a refund for items not sent and items returned which have not been r refunded. I have reached out to customer service multiple times with no resolution.Initial Complaint
Date:04/24/2025
Type:Product IssuesStatus: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 am filing a complaint against Zara for failing to issue a refund that has now been pending for over five months. I originally purchased a jacket in-store in ******** for $84.69 (plus tax). I later purchased the same item online at a lower price and returned the original to a Zara store in *********Unfortunately, the cashier refunded me the wrong amount by scanning the receipt from the online purchase, which I had not even received yet. I was refunded $50.70 instead of $84.69. I contacted Zara immediately, and after nearly 3 months of waiting, they instructed me to return the $50.70 refund first, promising they would then issue the correct one.I paid back the $50 via ****** (as instructed) in good faith. They then claimed the refund was sent via Zelle on April 16, 2025but nothing has been received. My Zelle account is fully functional and receives payments daily.I have contacted Zara more than 100 times. Every time, they say its being escalated to another department, but there has been no action, no refund, and no resolution.I am requesting my rightful refund of $84.69 + tax to be processed immediately. I have all supporting receipts and proof of payment, return, and correspondence.Resolution Requested:Full refund of $84.69 + applicable taxApology and formal acknowledgment of this errorCustomer Answer
Date: 05/19/2025
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:04/24/2025
Type:Product IssuesStatus: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.
Order number *********** I returned EVERY ITEM from this order and still have not been refunded. zara had me return it using some 3rd party return center named PUDO i have never heard of and after I dropped off my return to them it NEVER moved or got delivered back to zara!! what happened with my return! you owe me a full refund proof of return below RetailerZARAUS Retailer reference********** Tracking Number************ ************** 18, 2025 09:45 AM in fact is shows no movement at all after dropping off my return! you owe me a full refund for shipment 1!Customer Answer
Date: 05/18/2025
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
Sincerely,
*** *******
Zara USA is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.