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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

      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

    Customer Complaints Summary

    • 852 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:01/04/2023

      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.
      Happy and healthy new year. I would like to report a recent incident which occurred @ your *********** Brooklyn Store.I am a long time Zara customer and have always received Excellent customer Service.Last week I placed an order with Zara. It arrived a few days late due the extreme weather conditions and Zara immediately emailed me a refund for the shipping.The box arrived and several items did not suit me so I requested a return however due to your new policies i received only a small bar code which i needed to bring to the post office.I have no post office near me and I work full time.On Sunday I drove to *********** Zara store and waited on the line for 20 minutes When I arrived at the front of the line the CLERK ABSOLUTELY refused to take my return.I then requested a manager who also was **** and refused to just bar scan the item. I did not ask for a refund just to scan in the return. She would not give me her name. She was SO SO nasty. Never in my life have I been treated so poorly. I left the store in tears have shopped @ many many stores. Absolutely unacceptable for any manager to behave this way. I believe an employee which is so Rude does not belong in your store. Her employment should be terminated and i believe an apology to me is in order.below are the details of the return i will have to leave the office today and return the box

      Customer Answer

      Date: 01/30/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:12/28/2022

      Type:Sales and Advertising 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 two dresses from Zara. It was the first time that I had purchased from this store. I returned the dresses because they were too large. I received the dresses back a week later no explanation. I called customer service but they could not figure out why my items had been returned. They said that they would get back to me with in 48 hours but no one did. I called again. They said that they would get back to me again in 48 hours. They got back to me 6 days later. They issued me another return label so that I could return my items. I returned my items again. A week later I received a package with two jeans that were not even from Zara. They said that my return could not be processed because I had returned non Zara items. I called customer service for the 3 rd time and explained what had happened. Again they said that they would get back to me in 48 hours. They told me that they would issue me a refund. 48 hours later I got an email saying that they could not issue my refund because the items that I received back are not Zara items. I never received the items I returned back. I told the guy on the phone that the items that were returned back to me are not mine. I said that they were size 20 pants and Im a size 1. Why would I want to keep them. I told them some how the items must have gotten mixed up or the wrong shipping label was put on the bag. So now I dont even have the dresses that I orders or my refund. This has been going on for over a month and I dont think they care. This was there mistake. I will never be ordering from this store ever again.

      Customer Answer

      Date: 01/23/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Zara USA has been resolved.



      They did not contact me. However they did issue me a refund. It posted to my account with in 2 days. 



      Sincerely,

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

    • Initial Complaint

      Date:12/27/2022

      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.
      On 10/19/2022, I placed an order (***********). After I received it, I could see that one of the items (jumpsuit with a matching belt) was a different color than I received it. I did not open the item and returned it (among others). On 10/25/2022, Zara accepted my return for all items except the jumpsuit stating that it was returned in a worn condition (because it had no belt) and stated that the item would be returned to us. I informed Zara that I never open the plastic bag in which the jumpsuit was packaged and I had not worn it. On 11/1/2022, after escalating the matter, Zara still informed me that they won't accept the item and will return it back to me. It's 12/27/2022, I contacted them again asking why I have not received the item back as promised. Zara customer service said that they will be sending it back to me after the issue would be escalated. At this point, I have not received the item back from Zara as promised (per their return policy). I also have not received my refund from them for that item. So, they are illegally holding onto that item and my refund. It's been too long and I want my money back.

      Customer Answer

      Date: 01/23/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:12/23/2022

      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.
      Shipped via ****** You would think your company would know that shipping to a PO ********* never does per the ******** Service agent at ****** Your shipping manager should be very competent in this information! Second someone signed for my package but no one can tell me where its at which is fine for privacy. Third where is my coat. I paid for it. I want it. Forth I want a discount plus the coat for having to wait and go through all this. Fifth I was rerouting through your company 3 times. Why??

    • Initial Complaint

      Date:12/23/2022

      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 had placed an order on September 26/ Zara told me my package was lost by ***** Zara replaced the order and send me another package that was delivered on October 20. Out of all the items- some were not a good fit. I went to Zara south *********** location to return it within 2 weeks but the attempts of the Zara specialist to return or exchange these items were not successful and they were not sure why. I attempted to go to another location in aventura to return and they also couldnt scan the return items. They recommended to mail it. Unfortunately due to me trying multiple times - I missed the return window of 30days by the time I got to ***** to ship it ( and paid for shipping the return items) the package was returned with no explanation. After trying to contact Zara multiple times- I was told nothing can be done and the decision is final that I cant return or exchange the items that I dont want. I dont believe that it was solely my fault of missing return window of 30 days as I tried multiple times to go to stores and it takes time to do that.

    • Initial Complaint

      Date:12/22/2022

      Type:Customer Service 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.
      December 8 of $175 and I failing in a complaint because I called December 20, 2002. I called Zara and received poor customer service, I dont think they will refund my money.

    • Initial Complaint

      Date:12/22/2022

      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 ordered a skirt and matching blouse online. The skirt fit fine and I kept it. The blouse had a strange *********** to it, so I requested a return. Zara sent me a return shipping label. I tried the blouse on exactly one time, and sent it back with all tags attached. I did not receive a refund, and the blouse was sent back to me. I called Zara customer service and they said the item was returned in a condition that could not be accepted. I opened a complaint with their customer service department, and 2 days later received an email saying they would not be refunding my money. When I tried to reply to the email, it was sent back marked undeliverable. I am furious.

    • Initial Complaint

      Date:12/21/2022

      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 ordered an item (ELASTICIZED PUFFER JACKET) from Zara online during a Black Friday sale for $72 + shipping. The item was never received and Zara dragged it's feet with an "investigation". Finally, on 12/19/22 they agreed to resend the jacket at no cost. Then, the next day on 12/20/22, they refunded the purchase entirely (which I never agreed to) and told me they could resend the jacket because it was sold out (which was a lie). They told me "there was nothing they could do" and to reorder the jacket (at a much higher $119 price). I've never been lied to and cheated out of something like I have in this case and no company should be allowed to treat a customer this way. My case ID with ********************** reps is **********My desired outcome is to get the jacket I purchased at the original price I paid in November for $72, not the current listed price of $119. This is what Zara literally agreed to on 12/19/22 until they decided it was more convenient to refund my money and tell me to repurchase the item for $119.

    • Initial Complaint

      Date:12/20/2022

      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 received an order and it was delivered with half the box ripped open and no invoice. Zara wants me to pay for new nicer packaging with my funds in better condition they delivered the package to me. I dont want the items because ot looks like something ripped it open and no items were wrapped to protect it from inclement weather

    • Initial Complaint

      Date:12/20/2022

      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 bought clothes from ******** and inner tags were missing on two items. Outer tags are still there. Zara returned my items saying the inner tags are missing and considered as a used item. I would like to return these two items and get money refund

      Customer Answer

      Date: 01/13/2023

      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.

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