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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:04/21/2025

      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 purchased 3 items on 03/07/2025 in the amount of $86.32. Upon tracking, they claimed item was delivered which was not true because I could not find my package. I called the courier and Zara and they were no help. I called Zara again and they told me to wait 72 hours which I did and they insisted that I wait 3 more days. I finally got a replacement package, which I had informed them I didnt need and I just wanted my money back. The outfit was for my daughters birthday party but the party was already over and the outfit was not needed but they did not listen, I returned the items in store on 3/29/25. They told me to wait 14 business days for my refund, which I did. My refund is claimed to be issued but it is not reflecting on my card. I have called Zara and they advised me to call my bank. I called my bank and they said Zara has not issued any refund and they do not see it on their part. I have called Zara and Im not sure what to do at this point because they refuse to help me at this point.

      Customer Answer

      Date: 05/16/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/20/2025

      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.
      I placed an order with Zara Canada and accidentally entered the wrong street name ************ instead of *********************. The order was delivered to the incorrect address. I went to that address and spoke with the residents, but they did not return the package. It was most likely stolen from their doorstep.I contacted Zara customer service immediately. I was given a case number and asked to wait for 48 hours. Later, I was informed that they will not offer a refund or a replacement because the package was marked as delivered.This feels unfair. I understand the mistake was mine, but it was a small typo in the address, and I tried everything to recover the package. The value of the package was significant to me, and I acted in good faith.I am asking for a refund or at least store credit as a gesture of goodwill.

      Customer Answer

      Date: 05/15/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:04/19/2025

      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.
      4/14/25 i purchased two blouses at the mall and the cashier texted the my receipt to a wrong phone number. i would like to exchange the blouses for a a bigger size but i do not have a receipt to do so. how can i get a receipt?

    • Initial Complaint

      Date:04/18/2025

      Type:Delivery 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.
      Theres a MAJOR disconnect with the deliveries that are meant to happen at my condo building. PLEASE STOP USING VEHO! MULTIPLE packages have had issues in the last month JUST ONE MONTH 4 packages have had issues Merchant: Zara Tracking: ************** Order *********** Order value $234 Issue: Delivered to a completely incorrect address, and photo didnt show anything close to a residential building where the order was delivered Resolved? Package was supposed to be delivered 3/21Not until 3/28 was the package delivered and delivered to an office park. It took over 7 days to figure out where the package was, Veho NEVER responded to the customer service text, the merchant had to get involved and cancel the order.STOP USING VEHO!!!!!Merchant: Zara Tracking:VHCNSP452XGM1H Order: *********** Order value $348 Issue: package delayed, no reason specified, just not delivering on time again Resolved? No, package has no reason to be delayed, PLEASE STOP USING VEHO Merchant: Zara Tracking: ************** Order: *********** Order value $152 Issue: package delayed, no reason specified, just not delivering on time again Resolved? No, package has no reason to be delayed, PLEASE STOP USING VEHO What could possibly be the issue for this many problems to be taking place over and over in under a month!!! I'd like some sort of compensation because my packages are not arriving in time for various events I have to attend.

      Customer Answer

      Date: 05/13/2025

      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:04/17/2025

      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 placed an order on April 15, 2025 for 2 items that was to be delivered on 4/18/25 be veho carries service. Ive already placed a complaint against them because their driver delivered my package to the wrong address. I reached out to both Zara and veho veho determined it was an error on their drivers side after I provided proof of my front door vs. what the driver posted as my front door where the package was delivered. I gave this information to Zara who advised me to wait ***** hours however I received an email just now stating they were unable to determine an error. Im placing my evidence here so hopefully I can get some help in resolving what was stolen from me. At this point I want nothing from Zara but my money for the items I have not received. I will never shop with them as long as veho is their carrier. I have attached my front door the image that has (138) with a green wreath. The image that the veho drive captured claiming as my front door ( incorrect unit ) with no numbers captured. Suspicious!!! And a text thread with veho confirming they determined it was delivered incorrectly and not retrievable.

    • Initial Complaint

      Date:04/16/2025

      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 April 16 around 3:35 PM I was in the Zara store and the *************** in *********************. I tried on two pairs of pants where there was a previous ****** inside of the changing room. You let me just go ahead and pick my room. Upon selecting other items to purchase and to try on, I went back to the same changing room, there was a new ****** who stepped in front of me and block to the entrance. I attempted to go around his ****** and they instantly asked if I needed assistance. Extending their arms to take the items that were in my hands. The entire situation felt really off and then it struck me. I am a ***** male and she is a ***** woman and she thinks Im trying to steal. This that was submitted upon my exit of the changing room where I put back the items onto the go backs line inside of the changing room. As I walked out of the changing room, there was no one around and into my right, which is the entrance to the store from the changing room. There was nobody standing there as soon as I put back the items the same woman was there meticulously watching me. The manager instructed her to help me once I reach the front to purchase my items because there was no associate there. before I let her help me I walked off to the manager and let her know what her employee had done. The manager blew me off and said oh shes just doing her job. Im watching this complaint because I am furious as a paying customer for years. Whose spent thousands and Zara it makes me want to no longer shop in your stores, especially when Im being followed like Im some criminal or some thief.

    • Initial Complaint

      Date:04/15/2025

      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.
      I ordered a clothing item from Zara and returned it in the same condition it was received, unworn with tags within their return policy window. The item was returned to me based an incorrect claim from the warehouse return review that the item was worn. I contacted Zara customer service multiple times and sent pictures of the item and asked for an instore review of the item. Zara refused to escalate or review the item and said no refund was possible since the return window had since expired, at no fault of my own. If the item was in fact faulty, which I see no indication of, then it shouldnt have been sent to me in the first place as I returned it in the first exact same condition as it was received. Zara refuses to provide any remedy or review of their incorrect assessment.

    • Initial Complaint

      Date:04/15/2025

      Type:Billing 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.
      Someone gained unauthorized access to my Zara account and used both my account and credit card to make a purchase. Ive reported the incident to my bank, and they have issued a chargeback and are waiting on Zara's response.However, I'm concerned about the way Zara's customer service has handled the situation. When I initially reported the issue, I was told someone would be in touch regarding the fraud report. After not hearing back, I followed up with another call, only to be told there was nothing they could do.I explained that my personal information had been compromised and used through their platform, but I was met denials. I asked to be transferred to their fraud department, but the representative told me he didnt have a number for that department.Beware of using your credit card on **************************.

    • Initial Complaint

      Date:04/15/2025

      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 purchased order *********** on 3th February, but they didnt ship it out until now. I contacted them over 5 times to resolve my issue, refund me or ship my order to me. But no response from them. So please help me to refund my order, thank you!

    • Initial Complaint

      Date:04/15/2025

      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 returned a pair of jeans to Zara TRF HIGH RISE WIDE LEG JEANS 26 (US 2) | Ocean blue, Ref 045/322, along with 3 other items. (Total of 4 items) in one package. Zara refunded 3 items and stated the jeans were not in the package according to the warehouse. I filed several complaints with no resolution. This return was shipped VIA ***** with tracking number: Tracking *************** that was received and signed for: Monday, 4/7/25 at 10:26 AM, Signed for by: *******. Keep in mind I purchased 2 different sizes of the same **** as I was not sure what size I would need. (I kept the larger size and returned the smaller size as per above) I am am extremely upset with this situation and cannot believe that no one can help me resolve this issue from Zara's end. I call the number and I am directed to a call center in ********. They told me nothing further can be done! Completely unacceptable. Please help me get this resolved.

      Customer Answer

      Date: 05/10/2025

      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.

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