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

  750 Lexington Ave New York, NY 10022-1200

• 

  Zara USA

  1963 Broadway New York, NY 10023-5904

• 

  Zara USA

  100 Menlo Park Ste 500 Edison, NJ 08837-2488

• 

  Zara USA

  100 Menlo Park Ste 500 Edison, NJ 08837-2488

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:04/15/2025

  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 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,
  
  **** ******
  

• Initial Complaint

  Date:04/14/2025

  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.

  On March 16th Ive placed an order on ************************** for 6 items to pick up at my Zara location the next day i got an email stating my order is being delayed to March 19th which was fine. That day came and I didnt t hear anything in regards to my order. March 23rd I reached out to Zaras horrible customer service and was told there is something holding up my order at the warehouse and someone will reach back out to me in regards to this. A week later I didnt hear anything for anyone and Ive continued to reach out about 8 more times since then to no avail. No one willing to get back to me as far whats gone wrong with my order and also they alleged that they can not cancel due to my order being processed. So I have a processed order but no tangible items and no willing to give me answers on the status of my order

• Initial Complaint

  Date:04/13/2025

  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 am filing this complaint to report an incident that occurred in August 2023 at the Zara retail store located in ********, ********. I believe this incident may constitute a violation of my civil rights under Maryland law, particularly related to public accommodations and personal privacy.While shopping at the store, I entered a dressing room and closed the curtain to change clothes. During this private moment, while I was undressed down to my underwear, a Zara employee suddenly opened the curtain without knocking, announcing herself, or obtaining any consent. I was visibly exposed to the public area of the store and to other customers.I immediately reported the incident to a staff member who denied being the manager, despite later indications to the contrary. When I asked for contact information for the district or corporate manager, I was refused. I contacted the police. During the wait, I spoke with another staff member who claimed to be the store manager. She also denied that any district or corporate contacts existed. Mall security overheard her on a phone call, intervened, and challenged her false claims. Only then did she acknowledge that those contacts existed.When the police arrived, the employee who had opened the curtain admitted to doing so, and this was recorded on the officers body-worn camera. Despite this admission, the stores management appeared unwilling to take responsibility or provide transparency, which made me feel dismissed and disrespected.This experience was deeply humiliating and distressing. I am submitting this complaint because I believe Zara failed to provide a safe and respectful environment for its customers and violated my right to privacy and dignity as a customer in a public accommodation.I respectfully request an investigation into this matter and hope that appropriate measures will be taken to hold the store accountable and prevent similar incidents from happening to others.Sincerely,********* *******

  Customer Answer

  Date: 05/12/2025

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

• Initial Complaint

  Date:04/02/2025

  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.

  Subject: Urgent: Unjustified Return Denial Order #*********** I am writing to formally dispute your decision regarding my recent return for order #***********. The item(s) were only tried on, never worn, and returned in original condition with tags attached, fully complying with your stated return policy.Your claim that the return did not meet the conditions is incorrect and unjustified. I request a detailed explanation and photographic evidence of any alleged issues that led to this decision.If this matter is not resolved immediately with a full refund, I will be filing formal complaints with the Better Business Bureau (BBB) (**************************************) and the ************************ (FTC) (***************************). I will also explore further avenues to ensure consumer protection against unfair business practices.Please address this issue promptly and confirm when my refund will be processed.Sincerely,********** ****

• Initial Complaint

  Date:03/30/2025

  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 am very disappointed with my recent experiences shopping online with your company. I purchased an item that arrived missing a belt. When I attempted to return it, the warehouse refused to accept it. I called customer service, and I was told that I would not receive a refund. I asked to speak with a supervisor, but the representative said they were unable to transfer my call.Unfortunately, this is not the first issue Ive encountered. On a previous occasion, I received a dress with a defective zipper. In another instance, I requested to exchange an item for a different size, and I was informed that I would have to pay the price difference, even though the issue was not mine.These repeated issues with product quality and poor customer service are extremely frustrating. I hope you will take this feedback seriously and address these concerns.

• Initial Complaint

  Date:03/28/2025

  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.

  Made the purchase on 3/32025 The order then got delayed and was supposed to arrive on 12th of March it never did. I called them they claimed they can't communicate with their warehouse on why it didn't ship and that it still shows as being processed in their system and therefore they won't return my money. Every time I call the tell me to check back 2 days later. And it is always the same answer.

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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 for 3 items and I paid an additional ***** for expedited shipping. Once the order was processed, only 2 items were shipped by express, and the only item still has not been delivered. I called and asked for a refund because if I had known only 2 of my items were going to ship expedited and not the one, then I would not have chosen to spend the additional amount for express shipping.

  Customer Answer

  Date: 04/22/2025

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

• Initial Complaint

  Date:03/26/2025

  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 placed this order on Feb 1st in Zara app, and its been in being processed status for a month, I've queried the status of the order, but the order didn't ship, so Ive requested the refund in early March, and contacted customer services more than 10 times till to now, but I still havent gotten the refund yet.

• Initial Complaint

  Date:03/22/2025

  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 some items on 2/12/25 for ***** They cancelled an item (see attachment) but still charged my credit card for the full amount of ***** They delivered 1 item for ***** All the rest of my order remains undelivered I've called repeatedly and they will not refund my credit card It's also odd, I've called in the past week but no record of my call and they refuse to give me a refund?Isn't it illegal to charge your card and not ship the items?

• Initial Complaint

  Date:03/22/2025

  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 am reaching out to file a complaint against Zara regarding an unresolved refund issue.On December 11, I placed an order with Zara for a burgundy coat in size XXL. Following Zara's return policy, I used the provided return label to return the item. Despite over two months of waiting, I have not received my refund.I have repeatedly contacted Zara to resolve this matter. Initially, I was informed that the item had not been received. Later, they claimed there was no tracking information, despite my proof. They then stated that the return was made outside the allowed timeframe, followed by an assertion that the item was not in good condition. These conflicting responses suggest a lack of genuine effort to resolve my issue.I have documented all communications and tracking information, demonstrating my compliance with Zara's return policy. I kindly request your assistance in obtaining my rightful refund.Thank you for your time and support.