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:10/19/2022

  Type:Billing 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 09/18 I went into Zara with my husband (*************************) to attempt to buy clothes for him. As we were checking out we were informed that their *** system was down and that it might take a few tries for our card to go through. Our first card was declined, our second was declined, our debit was declined - all having the sufficient funds. We were transferred to a second register and we tried again. The cards were not going through so we had to leave the merchandise behind. On 9/21, a charge appeared on our card (MasterCard from **** of America) for the merchandise we did not take in the amount of $283.20. Since then we have been trying to find a resolution to get the charge removed,-**** of America rejected our appeal to remove the charge for not having a receipt, which obviously we don't have since the card was declined in front of me - Zara rejected our complaint for not finding a receipt number, which we obviously do not have.So basically the *** system stole $283.20 from us and we have no way of getting the charge removed. On the phone, Zara admitted to having an issue with their *** system nationwide on 09/18 but has not been able to provide a resolution.

• Initial Complaint

  Date:10/19/2022

  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.

  Purchased an item, returned it unworn, tags attached. Warehouse received my return and indicated that the item was worn, tags not attached and is sending item back to me and not able to return. I would like my money back as i did not wear the item. I actually bought the item again in the correct size. Zara refuses to work with me on this and give me my refund. I couldnt even wear the item as it was too small.

• Initial Complaint

  Date:10/11/2022

  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 bought 9 items from Zara on 9/21/2022. When I came back home, and checked the clothes I bought, 3 items were missing in the bag. I did not check the items in the bag while checkout and trusted the checkout counter individual to provide them the items I paid for, I immediately called Zara customer service and filed a case ********* on 9/22/2002. They asked me to also check physically in the store. So I drove to Zara in ***************, ** where I bought the merchandise and they searched for the items and took the receipt and said they will investigate the **** footage and get back to me in ***** hours. I did not hear back from them. Then, I called customer service and they said I needed to upload the receipt one more time through the app. So I downloaded the app and uploaded the receipt and I was told to wait for ***** from then on 09/24/2022. Again, I called them after 4 days and they said the store is not responding to customer service calls and asked me to wait so they can file an escalation. They gave me another case number ********* to track the original case number. I was told to wait for ***** hours. I then called again after 5 days and I was told again to wait ***** hours. Everytime, I am given the exact same ***** hours with no evidence that the case is being looked at. They will also not give a supervisor number. I understand that this is a weird case but it should not be hard to check the **** sincerely to see if anything supporting my claim is found. I have attempted atleast 6 times now with no traction for missing items worth ~150$. I need resolution and compensation for the pain they are causing for not checking a valid complaint even after providing all the info they needed. It seems the **************** is only to create case numbers and their original assumption is that the customer will get tired and leave. I am going to atleast make sure my issue is heard and due attention and refund and possibly compensation provided for the run around.

• Initial Complaint

  Date:10/07/2022

  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 pants for 40 euro at Zara in ****, ******. It was right before the store closed. We left for ****** the next morning, where I found that the pants did not fit. At no point was I given any "terms of sale" that indicated that returns had to occur in the same country as the purchase. This is an international company, after all.Zara insists that the only way for me to return these pants is to return to ****** and physically walk into a Zara store. I am back in the US now where I could easily mail the pants back to Zara, ******, return them to Zara US, or Zara.com. But they insist that they cannot do ANYTHING to help me except force me to fly back to ****** to return a pair of pants.In the name of customer service, a company such as ********************** should at least offer store credit, even if they throw the pants away.

  Customer Answer

  Date: 11/07/2022

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

• Initial Complaint

  Date:10/06/2022

  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.

  My initial order was placed on September 25th with an estimated delivery for September 29th. Ive called in countless times after estimated delivery date and did not receive adequate information or a tracking number. On October 4th I was advised to contact Zara as I was informed my order needed to be replaced because the order was damaged. *** asked to speak with a manager and no ones been able to connect me to a manager. This issue will now be lingering on for approximately 3 weeks. I am totally disgusted with the lack of follow up and customer service but more upset because one of the item on my initial order has now sold out.

• Initial Complaint

  Date:10/05/2022

  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 had purchased a Zara gift card and still have the position of the card. I tried to use the gift card but I was told the gift card was handed to the state as unused funded although the Gift card does not belong to Zara once purchased by the customer .I have tried everything possible to resolve this issue ( I have called numerous time since July ) with no luck

• Initial Complaint

  Date:10/05/2022

  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.

  5 October 2022 ZARAORDER #1 : 17 AUG 2022- *********** ORDER #2 : 25 AUG 2022 ************ORDER #3 : 30 AUG 2022- *********** I RECENTLY MADE 3 DIFFERENT SEPARATE ORDERS online , KEPT THE **** I WANTED AND RETURNED THE REST INONERETURN BOX .On returning my items, I made sure whether I could just return all with one return box, I don'twant to arrive at ***** with 3 large boxes. It's understandable.I checked on Zara's website to see whether it is possible to return all items in one return box and it stated the following on ZARA's website"You can return items from different orders in the same shipment."Upon assistance from Zara, they now state they did not receive all items in box.I told them well could they please confirm to me the weight and dimensions of box upon arrival. Because as a client that is the ONLY evidence you get from *****,a weight of the package and the dimensions. Zara told me they do not weigh the packages on arrival , because it is about the items inside the package. Correct, but what evidence is a client going to give you that all items was inside the box ? If the only evidence we receive is upon weight and dimensions. That means that throughout the shipping return items could have went missing, but because Zara doesn't check weight on arrival, it is now the clients fault , does not make any sense at all, I still need to be refund the following money , Zara refuses because they state that it was not in the box but they also say to me that I cannot get a return because I put all my orders in one box , above I already stated that their website states one is allowed. My only proof of evidence as client is the tracking number ***** 8.1 lbs /3.67kg.Zara cannot give me evidence of this weight upon arrival. They still owe me #1 17 AUG - ***********-I ONLY GOT REFUNDED 175.46,WAS SUPPOSE TO GET A REFUND OF $183.23. ord#2 : 25 AUG -************SUPPOSE TO GET REFUNDED - $72.36 #3 30 AUG - ************ -SUPPOSED TO RECEIVE $183.37 but only receiv $150

  Customer Answer

  Date: 10/30/2022

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

• Initial Complaint

  Date:10/03/2022

  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.

  on August 23, 2022 we purchased $296.73 of merchandise from the Zara located on ************** in ******. A pair of shoes costing $69.90 was not placed in the bag with our other items. When we got home, an hour away, we discovered the missing shoes. I immediately tried to call Zara but the only number provided in a toll-free number and/or on-line chat. I called the number, explained what happened, provided a photo of our receipt and a redacted copy of the bank records for that purchase. I have no reached out to Zara five times with no resolution. They say they have issued a refund via Zelle, but it has not been received. On each contact the issue is "escalated" and I am told to wait ***** hours for a response. I have yet to receive a response. It has been over a month since they took our money and I see no effort to rectify the situation.We would just like a refund.

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  I attempted two more times and was advised that the matter was with their accounting department and refused to provide that departments contact information.

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

  
  

• Initial Complaint

  Date:09/29/2022

  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.

  8/31/2022 Order # *********** was delivered (box arrived in terrible condition but item was not damaged). Item was a white gold-button blazer, xs, for my daughter. The following week, I saw my daughter and she tried the blazer on & it was too small. I told her that I would return the xs and order a larger size, I was unable to do an exchange online, so I called Zara. I was told that since I paid for the blazer through PayPal, I would not be able to do an exchange I would have to order another jacket and return the one that was too small. I would be refunded when Zara receives the item. On 9/9/22, the Return Request was accepted by Zara. When I received my bank statement on 9/26/22 I had been charged for both blazers but had not been refunded for the returned one. On 9/27/22, I called Zara again. I was told that the warehouse said that they has received the blazer but I would not be refunded because it had been worn. The only time the blazer had been put on while in my position was long enough to try on- and immediately taken off. Why would I have spent another $93.90 to purchase another blazer?! I frequently order online and have never worn an item that I planned to return (it has never entered my mind!) I cannot believe I am being accused of this! If the warehouse is reporting this- possibly someone in their warehouse is wearing the returned goods! I, like another person that has filed this same complaint, could not talk to a manager or even get an email for one. I also "chatted" with someone but got nowhere. I received an email yesterday (9/28) stating that I would not be refunded and they would be sending the blazer bk to me. Why do I want to pay for a damaged blazer that doesn't ever fit?! I want my refund! Definitely a Scam-Zara can just keep refunds by saying returns are damaged!

  Customer Answer

  Date: 10/29/2022

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

• Initial Complaint

  Date:09/29/2022

  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 dress for my daughters homecoming that was slated to be delivered on 9/20/22. The tracking stated it was shipped, showing each location. The last location was 45 minutes away from my home. Tracking was updated for a new delivery date off 9/22. It is now 9/29. I contacted Zara today and they were not able to provide a reasonable explanation. The representative informed me that it was an error and the dress is out of stock. This has totally ruined my daughters homecoming. If the dress was out of stock then why create a shipping label and provide shipping information??? I dont understand why I wasnt I informed sooner. I have no confidence in this company and will not order from them again.