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

  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

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:12/07/2022

  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 returned some items from an online order in person at the store, and one of the items (a pair of jeans) was not scanned and I did not receive a refund for this amount. I went back to the store and an associate told me to contact Zara customer service. I spent 2 hours trying to get an associate on the chat, and twice was disconnected while the associate was looking to see if they can help me. I called the customer service line and was connected to a gentleman who mocked me and not only told me there was nothing Zara could do, but they could not transfer me to a supervisor, and they could not escalate the issue, I just had to eat the $50 loss. This is unacceptable.

• Initial Complaint

  Date:12/07/2022

  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 placed an order at ******** on 11/24 shipping to my place of business. I received tracking info for a carrier I am unfamiliar with by the name of *******. I received a notification that my package was delivered on the evening of 11/29 after 8PM but my business was closed at 6PM. When I arrived at work the next morning the package was nowhere to be found. I contacted ZARA about the issue and was provided with a proof of delivery that showed my package sitting outside on the street in front of a closed gate in the dark. This was all clearly evident in the image that was provided. Zara has refused to take responsibility for my lost package although their carrier clearly left my packing sitting in the street overnight. I would like a full refund or replacement of the items I purchased.

  Customer Answer

  Date: 01/03/2023

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

• Initial Complaint

  Date:12/05/2022

  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 a long time customer of **********************. I buy on monthly basis. I spend a lot of money with Zara. I have recently placed a few big orders and returned a lot of items from those orders. None of those orders were refunded in full. Furthermore, one of the orders I got sent back two items from, stating that the hygiene stickers were missing. This is an absolute joke and not true, I never removed any stickers and/or tags from both of those items. Thy either came to me without the stickers or when they got to the returns department were dis-attached/removed. I have tried contacting customer service via the chat and phone and in both cases felt like I was speaking to robots who gave me generic answers and promised to have this resolved via an email response within ************************************************ any of the cases. When calling Zara customer service in the distant past, it was a normal and pleasant experience but this year it has been a complete disaster. There are no supervisors to be transferred to and speak to or to have call you back. They will not provide any more information than their fictitious name. I feel completely cheated out of my money. I returned my stuff on time and have not been issued a refund and furthermore was returned two items back. I feel scammed out of my hard earned $$!These are the order numbers *********** - returned everything from this order and was only refunded for 2 items *********** - returned 24 items from this order and was only refunded for 8 *********** - returned 36 items from this order and was only refunded for 6 items The two bathing suits that were returned stating that the hygiene stickers were removed were from this order : *********** and the item numbers are **************, ************** . I repeat, I never removed the hygiene stickers and all the tags are still attached. I am attaching a photo.Zara more and more often continues to scam people out of their money and this has got to stop.

• Initial Complaint

  Date:12/05/2022

  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 have purchased 8 items from Zara on 11/27/2022, my invoice number is: C9703 / 03 / ******, and my order number is: ***********. I have received 2 shipments one on December 2nd, 2022. And the second one on December 3rd, 2022. The first shipment I received did not have any goods I have purchased, instead, it had 5 items in it. They clearly do not belong to me even though the shipment has my address and my order number on the package.The second shipment had 7 of the items I have purchased, but it is missing 1 of the items, which is 0/7036/385 Black / White XL HOODED PADDED OVERSHIRT 1670.This item was purchased for $53,94. I called Zara customer service **************.The gentlemen that I spoke to stated he will email me a prepaid return label, and he stated I have to return the incorrect delivery otherwise they will not send my last item remaining in my order, and he threatened me with not refunding my money back for that item. I told them I would return the items if they arrange a home pick up, because I am not willing to go to a carrier's office to drop this package for them. I told them that is against the Federal Law as you can find in this link: https://consumer.ftc.gov/articles/what-do-if-youre-billed-things-you-never-got-or-you-get-unordered-products But clearly, he did not care, he said he cannot arrange a home pick up and he kept threatening me with not shipping the remaining purchase of mine, and with not refunding the money for that as well, and as of outcome, I did not receive the resolution from him.I will dispute the amount for that item via my bank, but what they are doing is not legal, and I would like BBB to help me holding this business accountable and receiving my purchase.For BBB information, my name in the invoice will seem as ***************, because I use aliases for my online orders.

  Customer Answer

  Date: 12/30/2022

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

• Initial Complaint

  Date:12/05/2022

  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 have tried to place an order with Zara for months now and every time I try to place on order not even minutes later my order is canceled. I have tried calling customer service, but no one could explain to me why this was happening. The customer service representative told me that he could not transfer me to a supervisor, but another department should contact me within 48 hours regarding my order. I asked if I could get transferred to the department instead so that I can get a much faster result and he apologized and told me that he could not help. I love shopping here and have made numerous purchases over the last years and now I am confused as to why I can't place any orders from the site.

  Customer Answer

  Date: 12/29/2022

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

• Initial Complaint

  Date:12/01/2022

  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 made a purchase of $155.60 on August 31, 2022 at Zara. I tried to return some merchandise and the cashier said that I would need a receipt to return and that I cannot even get store credit. I need to contact Zara for them to locate my receipt and email it to me. I have made 4 attempts, I have given them all the information that Zara has requested proof of purchase from my credit card company, item numbers of the garments and Zara still comes back emailing me back that they cannot find my proof of purchase even though I have proof from my credit card statement. This is not the first time that I have heard from people that Zara does this so they don't give you your money back. This need stop! I have asked to speak with a manger and customer service has indicated that they cannot guarantee they will call me back. Who is looking out for the consumer in this case. I am out of $155.00 and in their pocket, and i should just accept that? Which I won't now it's principal that I get my money back. One of the latest case number is *********. I hope that someone can assist me with this. Thank you

• Initial Complaint

  Date:11/30/2022

  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 made a purchase on 11/25 and it said it was going to be delivered on 11/29. However, there has been no tracking updates since the 27th. This is an item I need for an event 12/2. I reached out to ZARA multiple times on the chat, but nobody answers me they just say please hold while I look into this. They will not tell me who the carrier is so I can reach out to them. They will not provide me with any information or help me at all.

• Initial Complaint

  Date:11/30/2022

  Type:Product Issues
  Status:

  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.

  Purchase date: 11/14/2022 Purchased items: one Christmas tablecloth and four pairs of matching Christmas napkins Purchase total: $95.55 Items received: 11/18/2022 Issue: The tablecloth was received with an electronic security tag attached to it. Attempt to seek resolution: I contacted Zara via their website chat tool. The customer service person told me that I could take the item to a Zara store to have the tag removed. There is no Zara store in **************. They could not exchange the tablecloth for the same without a security tag, because the item was out of stock. They agreed to send a return tag and process a refund. We did address issue of the matching napkins needing to be refunded as well, as they were of no use without the tablecloth. I was emailed a shipping label, and I repacked the order, affixed the label, and delivered the package to ****** On the evening of 11/18/2022, I received another email informing me that "the cost of the return of $3.95 USD" would be deducted from my refund, and was subject to tax. At no time during the chat with the customer service was there any mention of a deduction, and the circumstances do not align with ordinary return reasons. I attempted to contact customer service via the website chat again to rectify the refund amount, but I was not able to connect after an extended time. I then messaged @ZARA CARE on ******* explaining the situation. @ZARA CARE said they would forward to the relevant department for further review. I received an email on 11/26/2022 informing me that my return had been accepted, and that a refund for $91.33 was in process. I have again messaged @ZARA CARE. This is an unfortunate problem (a mistake on Zara's part) with a very easy solution (a full refund without hassle), and it is entirely unnecessary for us to continue going in circles over $4.22. I have made a good faith attempt to seek resolution, but between the difficulty reaching customer service, and the circuitous actions that continue with no end, I seek the assistance of the BBB. I will be satisfied when ZARA completes a full refund of my entire purchase (1 tablecloth and 4 sets of matching napkins) with no deductions for return costs.

  Customer Answer

  Date: 12/13/2022

  Better Business Bureau:
  

  In reference to complaint ID ********, Zara issued a refund in the amount of $4.22 on December 7th, 2022.   I consider the matter has been resolved.  Thank you for your assistance.
  
  Sincerely,
  
  *********************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/29/2022

  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 purchased a pair of sunglasses from Zara on 10/1/2022. The purchase price was $69.99 and the Zara order# was ***********. I received the sunglasses on 10/3/2022. I tried them on but they were too small so I initiated a return and sent them back to Zara. I received an email saying that the return was rejected. The reason given was that the sunglasses did not have a product tag on them and Zara said they would be returning them to me. I contacted Zara and explained that the sunglasses were delivered with a case and protective bag but there was no tag with the item. I attempted to escalate this as a formal complaint and no-one from Zara has contacted me. I am now left with a pair of sunglasses that do not fit because they are too small. Please assist if possible.

  Customer Answer

  Date: 12/23/2022

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

• Initial Complaint

  Date:11/28/2022

  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.

  Original purchased 11.1.22 order number *********** Item returned ************* I purchased few pairs of jeans on 11.1.22 and returned following day in original packaging.Item #1 - 0/7223/042/400/40 Rejected item - #2 - 0/************/38 One item was rejected, and I am assuming second nowhere to be found. I received the letter that item was not in suitable condition. I packed items as I received and shipped back next day, how overnight the condition could have changed? I suspect it happened during shipment, either the box was ripped, and items misplaced. and I am here in a middle getting punished for poor service.