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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: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.
      Date of transaction December 12th, 2022. I placed an order with Zara for the amount of ***** plus shipping of ****. the company the ship with is lasership. The company is claiming, I received this package on Tuesday December 12th at 11:35 a.m. and the picture and address they provided on their website is not my address or front door. I have since reach out to Zara and explain this. The first representative I spoke to said they were going to reship my order and I will get an email within 48 hours which I never got, the second representative I spoke to told me they were looking into it and gave me a case number and told me I will get an email in 48 hours, the case number is *********. I never received an email so I called back 48 hours later and spoke to someone else, who then tells the will issue a refund and I have to wait 48 hours for an email confirmation, when I asked to speak to someone who can do something about the situation I told by the representative there is no one there like that and I have to wait and if I don't receive an email to call back. I just want my refund back and not all this nonsense and constant being lied to and being pushed around. I have proof that is not my door and I have a camera on my door. When I disclose this to Zara's customer service no one seem to care and they're total disregard for what I was saying is on fathomable. My door is red not green and I don't don't live in Bedford Park

    • Initial Complaint

      Date:12/17/2022

      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 returned items to Zara online. The items were received and I was told I would not receive a refund because items were shipped in one box (instead of multiple) and the items were received late. However, all items were shipped with their respective return slips, and the online tracking still has never been updated in my account so I have no idea where the items were received. I shipped the items in October. Also, there were no instructions provided stating the items had to be shipped in separate boxes. When I tried to contact customer service, there was no contact number. My ************ were to chat or reach out via social media. In my first chat, there was no resolution. My second chat request went unanswered. Today, December 17, 2022, at 11:03 AM (Central Time) a phone number was listed on the website. When I called, I was scolded for not returning items in separate boxes and told that even though they have received a portion of my items, they will not give me a refund or store credit. The amount of the merchandise totals $1,526.29. I took care and time to return each item in its packaging, folded neatly, and organized it in the box. I would like a full refund.

    • Initial Complaint

      Date:12/15/2022

      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.
      Date of the transaction 12/14/2022 The amount of money you paid the business- is $145.70 What the business is committed to providing you- Clothes, appeals, accessories, shoes, and garment bags to carry items at purchase What the nature of the dispute is-The store wanted me to purchase a garment bag to carry items that were purchased.Whether or not the business has tried to resolve the problem- No, They haven't Account/order tracking number-Transaction number ******

    • Initial Complaint

      Date:12/14/2022

      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.
      I made an online order its supposed to be six items I received only three I tried to contact them they hung up twice. I went to the store and took the box with me and told them theres no way this box can fit three more coats they said you have to call customer service I called them again and they said wait ****************************************************************************************************** I called again today and they said wait for 72 more hours this is the order number. *********** . They have a really bad customer service no one answer, chat or calls.

    • Initial Complaint

      Date:12/14/2022

      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.
      Hello!I went to Zara, which is located in Fashion Square mall in *********, on September 18th around 11am-12:30pm. I had a selection of pants and outerwear in anticipation for my trip overseas. When I went to the counter to pay I used my Chase credit card and my transaction declined. I attempted to use my card again and it was declined. The team member on site said that they were having issues with their Wi-Fi and it was affecting the *** system. They asked me to attempt my card one more time and it said it declined in their system, however, I had received two notifications that the transaction went through on my Chase account. At the time of the account my balance was well over $5,000 so it was strange as to why my card was being declined at the register. I showed them my phone and they said that the charges would go away so I left the store with no clothing since they said the charge was not going through on their end. On September 20th I called Chase and they said that I would have to wait until the pending charges are cleared or posted in order to file a claim. I then went abroad and immediately upon my arrival filed a claim as the charges were still on my account. They reversed the claim pending an investigation and as of November 24th the charges were reversed again and hit my account. They said that the team members on site were able to produce two receipts, 1 minute apart, indicating that I bought the same set of clothes. Anyone can produce a receipt and especially if there were issues with Wi-Fi a receipt can be produced after the fact. Any security camera footage will show that I was at the counter, holding up the line, tried using my card 3x, showing the team member my account on ***** and walking away with no items. I urge you to please review the security camera because it's not fair to be charged 2x for items I did not receive. The footage will prove that there was injustice in this decision.

      Customer Answer

      Date: 01/09/2023

      Better Business Bureau:

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

      Please let me know what additional steps I can take in order to get this problem resolved. There is no way that I can purchase the same list of items (twice) within 1 minute apart. Please have them pull the footage that day, instead of just producing a receipt, to show that I attempted to use my card multiple times because their Wi-Fi was down and I walked away with nothing (even after showing them on my phone the pending charge was on my account.) 

      Sincerely,

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

    • Initial Complaint

      Date:12/13/2022

      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.
      I placed an order ( ***********) for a perfume however upon receiving the item, I noticed I was having a reaction on my skin. I reached out to customer service to advise. I spoke with a ****** who told me that I would receive an email that stated whether or not I can just dispose of the item rather than returning and paying a charge. I have yet to receive an email. I reached back out tonight to follow-up on this, and I've been on hold for over an hour without a response from a ********. I would like to be refunded.

      Customer Answer

      Date: 12/13/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:12/10/2022

      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 have been contacting Zara once a day for the last week trying to find my package that they claim was delivered. After continuously refusing to rectify the situation and telling me to wait "24 hours' ' without coming up with a real solution, they sent me a delivery photo a week later that was attached to the mailing company's delivery details under the tracking information. There would be no reason for me to continue hassling them everyday about a replacement for my "lost"package if I actually received it. Unlike them, I am not in the business of wasting my time. I have repeatedly told them that I haven't received my items and requested a replacement be sent with a different mail courier. I have seen multiple reviews and stories of Lasership scamming people with their packages and this is the second time I've had an issue with this mailing company. I believe LaserShip has stolen my package and Zara refuses to comply with my complaint. I called Lasership and opened an investigation and was told they would get back to me within 2 days, which they of course never did. I asked Zara to send me an email regarding opening the investigation and the case number, which they never did.I was looking forward to my items but at this point, I just want my money back. I will also be filing an investigation with Lasership for the SECOND TIME.

      Customer Answer

      Date: 01/04/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:12/09/2022

      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.
      I purchased a pair of boots and I did not receive them. I contacted the business and advised them that I wanted to see you. Order no *********

    • Initial Complaint

      Date:12/08/2022

      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.
      On November 25th, 2022, I placed an order from the clothing company, Zara. It was an XL wool blend oversized coat search code: (*** * ********) that was on sale for USD ****** (including tax) this coat without a discount was a USD $229 coat (black Friday special). The order was said to be delivered on December 5-6th, 2022 on the Zara website. Order number: *********** Following the tracking information sent to me by courier T Force logistics final mile track, it arrived at the courier on November 28th, 2022, and was said to be delivered on November 30th. The day went on and no one stopped by to make the delivery, then I received a delay notice from the courier. I called the customer service line for T Force, and they told me that it was Zara that issued the delay. So, I waited until December 3, 2022, to see if I would get a new update and the next update that I received was it saying that the package was delivered on November 30, 2022. I called T Force to get more information on where the driver left it, and they told me that it had been delivered that day (December 3rd, 2022) and left at the front door. All packages must go through me before being delivered to residents and no one ever stopped by to deliver the package because I work and live here. I asked them how the package could have been delivered on December 3, 2022. If the tracking on the website said it was delivered on November 30th.The lady had no answer and told me that they would reach back out to me once they got in touch with the driver. (It is now, December 7th and I have yet to get any email).I ended up reaching out to the Zara customer service line and every time I call, they ask me to wait 24 hours to get in touch with the courier on December 5th. I called for an update the next day, and a rep told me to give them another 24 hours to reach out with the courier and if they don't hear back, they will resolve. I called today for an update and now they are asking for another 24 hours.

      Customer Answer

      Date: 01/02/2023

      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:12/08/2022

      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 returned two items totaling $115.80 to Zara. The return was received by the company on September 19th, 2022. I never received the refund in my account. Upon speaking with Zara customer service both via chat and phone they told me that they do not look into these issues. I was told to ********** me bank know and dispute the charge with them. A month ago I began that process. A few days ago my bank let my know that Zara still has not communicated with my bank or acknowledged the claim. Zara is basically stealing money in the form of fraudulent returns. They dont give you your money back, refuse to help, and then refuse to acknowledge any claims against them.

      Customer Answer

      Date: 01/02/2023

      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.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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