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:11/21/2022

  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 made a return for few items from multiple orders on Zara. Return # *********. The items refund took over 3 weeks and I had to follow up multiple times. Now they are telling me that one item is missing (costing $129) and are not issuing the refund. This is a case of negligence and cheating. They took longer and have misplaced the item and telling me now that the item isn't retuned. Unless it vanished into thin air, I don't know how to proceed with this.

  Customer Answer

  Date: 12/16/2022

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

  I did follow up with them again since the customer care agent I spoke to wasn't helpful and requested that my call was forwarded to his supervisor. He just declined my request and said that there's nothing he could do. Upon further pressuring him that I DO NOT want to be cheated of my money, he said he can open a Case (ID: ********** to have his supervisor call me in ***** hours. I got no calls from Zara so far. I just got one message from Zara on 11/22/2022 (attached email). 

  I have been a loyal customer of ********************** for years now, and this has never happened before. It is to be noted that the return of this package (Return No - *********) got delayed for 3 weeks and I had to contact customer care multiple times for the refund. I'm assuming that my package was misplaced and now I'm expected to bear the brunt of their mistake. I DO NOT have the item with me, I know I did ship it for a fact. Accusing a loyal customer for their short coming is very shocking and surprising to me, and speaks of their values. 

  They do want to compensate or apologize for the inconvenience this has caused to a customer. I feel cheated and robbed of my money and feels that Zara just doesn't seem to care! I'm really unsure how to proceed at this moment. 

  
  Sincerely,
  **** *****

  
  

• Initial Complaint

  Date:11/16/2022

  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.

  Had an issue with two separate orders. With the first order it was never delivered. I contacted Zara and they informed me that they would get back to me once they investigated. That was in September. I needed the items for my daughters 5th birthday. The order number is NO. ************With the second order I purchased a denim jacket with custom embroidery but did not receive the embroidery. The order number is NO. ***********.

  Customer Answer

  Date: 12/12/2022

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

• Initial Complaint

  Date:11/10/2022

  Type:Order 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 the item from the order *********** (item number *************) that was too small and the item has been send back to me stating it has been worn, which is not true. The item was tried on and put back into a box, it was never been worn. The item has all labels intact and was send in its original condition. Now theyre refusing to return my money for this item and take the item back. I have been calling multiple times and put on hold by customer service representatives just for me to hang up, i requested to escalate the issue to a higher party but never was connected to anyone beyond customer service representative.

• Initial Complaint

  Date:11/09/2022

  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.

  There is an online order (***********) I placed on October 16th, 2022 and received it on October 20th, 2022. While at a Zara store, I agreed to ordering the items that were not available instore, ONLINE. All under the assumption that if any of the items did not fit, I would be able to return them, just like all the other online orders I have always placed with Zara. As a matter of fact, I clearly remember telling the cashier, Oh, I can order them online myself. She mentioned it was the same and that she would gladly place the order for me. At no point, did anyone ever mention to me, that the items I was ordering ONLINE, would not be able to be returned the same way I received them. Today I called customer service in order to find out why I was not able to create a label on the website and I was told, that because I placed the subject ONLINE order at a Zara store, the only method available for a return was to go back to the store and return it there. I am sure you can imagine and understand my disappointment when I was given this information. An online order is an online order no matter who places it, whether it be myself, or a Zara cashier places it. It comes from the warehouse. An online order is an online order no matter whether placed from the mall, or placed from my home. I am very frustrated that I am now not able to go back to a Zara store due to health complications and also not allowed to return the items like an online order, that it is. Moving forward, I would advise that the tell clients, when placing an online order at a store, that they will not be able to return it. That the only method of return available for them is to go back to the store. Had I known this information/policy, I would have never agreed to the cashier placing my order. I would have placed the order myself, so that I would have had the option to return it without having to go back into a Zara store. See below photo of 'order' under my 'ONLINE PURCHASES' in my account with Zara.

• Initial Complaint

  Date:10/26/2022

  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.

  Zara charged me twice for one transaction. The items I bought came to a total of $145.81, but I was charged this amount twice totaling $291.62. I was in the store on ************** in ****** and I paid with a **** credit card in the amount of $145.81. The purchase went through and showed "Approved" on the credit card terminal screen and I also saw the charge show up on my bank account. Their payment system shut down right after I paid and they told me I had to pay again as they said the payment did not go through. I showed them the charge on my bank statement and asked how it did not go through if the terminal said "Approved". They kept telling me it didn't go through and that the charge would be reversed and said I had to pay again. I then used a different credit card (AMEX) to pay again in the amount of $145.81, trusting that they were telling me the truth. Days later, BOTH charges fully posted to my account and went through, meaning I got charged double the amount I was supposed to be charged. I have tried contacting Zara customer service through both phone and chat, but they keep telling me to they will have a resolution to this problem "within ***** hours." They've been saying this for a week and a half and there is still no resolution or update to the case. I have provided them with all necessary information, including my bank statements and receipt. Every time I reach out to customer service to ask for a refund, they dismiss my concerns. At this point, it is clear they do not want to refund me and I feel as if they have stolen money from me.

  Customer Answer

  Date: 11/22/2022

  At this time, I have been contacted directly by Zara USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  They did not reference the issue correctly. They told me I was only charged once on the credit card they mentioned, however that was never the issue. The issue that I was charged twice but on two different payment method in store. On multiple occasions, I provided them with more than enough information showing this. I gave them my bank statements as well as the receipt I received in store. I also explained what happened multiple times. Either they did not review the details of the case carefully or they are choosing to ignore the details so that they don't have to refund me. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  Date:10/25/2022

  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.

  Hello, I placed an order for 2 items totaling $79.80 USD on 10-/14/22 With a delivery date of 10/18/22, the delivery date was changed on the 18th to 10/20-10/21 2022, i still did not receive the items. placed a chat with the company on 10/22 where they told me the order was stuck and so i asked to cancel and have my money refunded since the representative ********* could not tell me if the items would ship and when. I then cancelled the chat and called the company and they told me they would escalate the issue and get back to me in 24/48 hours, i spoke with ********* over the phone at 2:09pm. No one could tell me when they could send me my money or the items. This is unprofessional and a complete disregard for consumers budgets and timing when they have small children who need coats which is what i ordered. Its unacceptable for an agent to tell me oh the order is stuck and not explain what that means or give me a time frame on when i can get either my money back or the items i ordered!

• Initial Complaint

  Date:10/21/2022

  Type:Delivery 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.

  I ordered some items that came with no receipt for return. Attempted to call customer service and a language barrier didnt get me very far. I requested a call back for help from the company since the items I ordered were a gift and reviewed an email I will attach that made little to no sense. Still needing assistance.

  Customer Answer

  Date: 11/14/2022

  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:10/20/2022

  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 placed an order on ********. Apparently they have a new policy that that no longer give return shipping labels. They offer a QR code to show at the post office. I order online because I am not able to get out to a store or a post office for that matter. I need a return label so I can ship the order back from my home. I am happy to pay for the label but can not be forced to go to a remote location to return my item. (They are also charging a return label fee on top of not providing a label!) I reached out to customer service multiple times and was told this is their new policy. I am attaching a screenshot from their website showing that when placing an order it says they provide a return label for returns. **************** said they will try and send me a label multiple times but each time the label I receive is again a QR code to bring to the post office. This is a ridiculous policy as people who need to shop online need to return from their home as well. Its unfair and they arent letting customers know about this before placing an order.

  Customer Answer

  Date: 11/15/2022

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

• Initial Complaint

  Date:10/20/2022

  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.

  In the zara application I made an order. By my mistake I selected my old address in ********. As soon as I received the email that the package had been sent, I noticed that the address was wrong, this happened on Saturday, October 15, I immediately contacted ZARA and the shipping company (I have chats and emails) to tell them what happened and why Please cancel the shipment or deliver it to a Zara store or any other option, but they will not deliver it to the address in ******** because I no longer live there or in that state.They answered me, Zara told me that she had requested the return of the package with them, since Saturday. The parcel company told me that they couldn't do anything I requested unless Zara requested it. So I stayed calm because Zara told me that if I talk to the shipping company and if I request the return of the package. Well today I received that despite the multiple requests I made for 5 days the package was delivered to the address I told you that I no longer live.I understand that this was my mistake from the beginning but I can't believe they had 5 days before the package was delivered and I contacted them multiple times and they still delivered the package to the new york address. Now I won't have my order and apart from that I'm going to lose 100 dlls, because of course they won't give me a refund. It seems incredible to me so much incompetence.

  Customer Answer

  Date: 11/14/2022

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

  i am not interested in continue with the complaint for now, thank you for the support.

  
  Sincerely,
  
  *************************

  
  

• Initial Complaint

  Date:10/20/2022

  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 ordered (online) the same shirt (mens) in two different sizes because I wanted it for my husband and I wanted to be sure I got the right size. When the first one came (size L), it fit nicely so I didnt need the second one. I drove to Zara store (***********), waited in line for about 35minutes (yes Zara lines are long), only to be told at checkout that I can only return an online order online (this information is not there when you order online - it doesnt tell you where or when to return). That was the week of the Fourth of July. We had to leave for ****** for summer vacation. While there, I couldnt process a return ticket because it would automatically reroute me to Zara ******. When we got back after three weeks, I call customer service to get a return ticket (as I couldnt find that option online), only to be told sorry, its too late to return. Im ****** because I had stayed in a long line waiting to return the second (unopened since not needed) shirt, I had tried to print a return label. I asked to speak with a supervisor type person who was extremely rude saying I needed to stop calling the store (I did call multiple times). The second un-needed shirt is in an unopened Zara envelope. I want my money back!