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:09/28/2022

  Type:Customer Service 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.

  Case ID: *********** Hi! I have returned a skirt (in store purchase and in store return) on the 6-th of September, 2022. Usually Zara refunds pretty fast - 3/4 days. This time I noticed that no refund was issued. I called customer service and since then only once I received a message to upload the original receipt picture which I did right away and for last 2.5 weeks I'm the only one contacting them about 2/3 times per week and every time receive one response: your case is under review, we will contact you within 24/48 hours. But no one contacted me since then. Please, help me resolve this case. Thank you!

• Initial Complaint

  Date:09/28/2022

  Type:Customer Service 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 been waiting for my refund for 3 weeks. my items were shipped back using their label with ****** They have horrible customer service, and no supervisors. I am waiting for a refund of over $200.00 I used paypal for my payment and this is now affecting my account because i will not allow them to overcharge me and continue this. I have also disputed this and filed a claim. I will never order from a company with zero customer service, who don't help their customers. They should be ashamed, i have emailed, chatted and called so many times, to end up with no help, because of a system error on their part. which is not my problem, i just want my refund! You have your merchandise back, this is completely unfair and disgraceful

  Customer Answer

  Date: 10/22/2022

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

• Initial Complaint

  Date:09/21/2022

  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 online because your item was out of stock in store. I was told that if I did kick up in store I could try it on and return the item if I was not happy. NO WHERE ON YOUR WEBSITE OR IN STORE DORS OT SATE THAT FITTING ROLMS CLOSE AT 7. I got out of work late come to pick up my package and I am told they are closed. Gas is not cheap if the item needs to be returned then I need to come back waste my gas and time due to a ver inconvenient decision to ALL customers. The manager ****** was extremely rude to me. And could not make one exception for an item that was already purchased which means the company has made profit from this sale already. I would like an apology for her attitude and for my time and gas waste to be compensated due to an absurd policy.

• Initial Complaint

  Date:09/20/2022

  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 had returned an item from an online order and shipped it back for a refund. And never received my money back. When I attempted to get in contact they have repeatedly ignored me. Here is the order number ORDER NO. *********** I should be getting $***** back and I havent received my refund. It feels like fraudulent behaviour. Order number:*********** ROCK STYLE FLAP SHOULDER BAG ************* - 1 SUBTOTAL SHIPPING TAX TOTAL 8/24/22 ***** USD ***** USD **** USD **** USD ***** USD

  Customer Answer

  Date: 10/14/2022

  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:09/15/2022

  Type:Service or Repair 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.

  Within the past month or so on 8/20, 8/29, and 9/01 I placed online orders with Zara to have merchandise delivered to their store. I have only received 1 of the items. I made complaints about not receiving my items and ironically received 1 of the 3 orders the next following days. The orders that I have not received cost over $500and I still have not received it. The order I did receive was only $20. Which leads me to believe there may be some inside theft going on

  Customer Answer

  Date: 10/10/2022

  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:09/14/2022

  Type:Service or Repair 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.

  ******** refuses to honor its merchandise return policy. I ordered a garment through their app, received the item, tried it on, and promptly returned it due to improper fit. The returned item was brand new, with all tags still attached, no damage, and was returned within the return period. Yet Zara refused to accept the item for return because they claim the garment smelled of perfume. I dispute this and contacted them multiple times via telephone in attempt to resolve. I explained to several customer service reps that virtually all women wear perfume and that when trying on a garment there is no way to prevent this from potentially transferring - same as if I had tried the garment on the fitting room of a Zara store. I never wore the item beyond simply trying it on for fit. Have been a loyal customer for 25+ years, and take exception to Zara falsely accusing me of returning worn merchandise. Each time I called Zara about this issue I received no support - only emails denying my request to accept the return, and denying my request to speak with a supervisor. I returned the item in question to Zara last month and am entitled to a refund of its purchase price, which Zara refuses to provide.

  Customer Answer

  Date: 09/15/2022

  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:09/12/2022

  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 8/24/22, I made an online purchase from zara.com for $153.06. On 9/2/22, I happened to check my credit card statements, when I saw a duplicate charge for this one order. I called zara's customer service, and they said that I needed to communicate through their chat box in their app, and provide pictures of proof that I was charged twice. I joined their chat, and sent pictures of my credit card statement, showing one charge on 8/24, and another charge for the same amount on 8/26. The representative said my pictures were too small, and that they would escalate this and I would receive a response within 48 business hours. 4 business days passed without a response. On 9/8, I called zara again. This time they said they would email me proof that it was not a double charge, and that the case was closed. Upon reviewing this proof, it clearly shows I was charged twice. There is 1 line on 8/24 that says "success," 8/25 it says "failed," and 8/26 "success" again for the same amount. They said that "failed" line shows that the other charge was a ghost charge placed on my card as a pre-authorization, and once the items ships, that charge drops and the actual charge posts. They failed to see the next line that says "success" again, meaning my card was in fact charged twice for 1 order. How many times have I, and other consumers, been charged twice for 1 order from this company? How does this large company not have a system that can flag duplicate charges like this, and put the burden of proof on the consumer to rectify their mistake? I have now called them 4 times to try to resolve this matter, and every time they have failed to fix this error. On their end, now it shows that the case is closed and they refuse to reverse the charge on my card. I have now disputed the duplicate charge with my credit card company, but this needs to be addressed by your organization. No consumer should have to work this hard to try to get their money back on a wrongful charge.

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.  I have also disputed the charge with my credit card, and they have failed to respond to my credit card company as well.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:09/09/2022

  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.

  Multiple returns I made to Zara were not refunded to me, and multiple attempts to communicate with customer service were unsuccessful. Their customer service would either not reply, disconnect me, or not follow up. The total amount of money not refunded is $241.46. The transactions and details are shown below:REF **** Jan 07: ****** ALL RETURN *********** REFUND INCORRECT ****** + **** - should be extra ***** refund. REFUND: ************************* Feb 03: ****** *********** (keep plaid pants ****, leather shorts ****, green robe *****) REDUND INCORRECT ***** + ***** (REF #**** + #****) - should be extra ***** REF **** Feb 02 ****** *********** ALL RETURN refunded INCORRECT ****** (Ref ****) - should be extra ***** REF **** Feb ***** ****** *********** (keep brown leather belt ****, blue beret ****, metal stretch belt ****X2) REFUNDED ****** + **** - should be ***** (REF #**** + #****)REF **** Feb 14 ***** *********** (keep white polka dot dress ****) REFUNDED ***** - should be extra **** (REF ****)REF **** Feb 17 ***** *********** RETURN ALL REFUNDED ***** - should be extra **** REF **** Feb 23 ***** *********** (keep blue bag ****, 2 floral beret ****) - should be extra *****, no refund happened

• Initial Complaint

  Date:09/06/2022

  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.

  Over the summer, I placed numerous orders with Zara. I took advantage of their semi annual sale and I regret it terribly. I was out of the country when I placed most of these orders, so I sent the items to a pick up location at ********** I was still late getting them, so the items were shipped back to Zara. Many of these orders, I never received.There was an order that was delivered in multiple packages and I received some, *************** returned some and I was refunded by Zara and some were never received by me. I called about this order and it no one was able to assist me. While the reps were kind, they were not efficient in getting me a resolution. I spent hours on the phone, multiple times. Every time I call back, there are no notes to explain my dilemma and I had to start over again. I literally cried on the phone from frustration at having to start from the beginning every single time because I had to go through my closet and compare items I have with those from the order. Note, I purchased many items, sometimes 2 of one item so it was difficult to assess which items I had in my possession. So, to finally sort this out, to only find out it was not documented was frustrated. I have been refunded for items that were sent back, but there are so many it. I received an email from Zara stating they tried to call me for more information and I missed the call. I was advised to call the general customer service number, and as I expected the rep had no idea of my issue and I was tasked with starting from the beginning. I could not take it anymore so I simply told him to forget it and I will go to BBB. I had thought about just cutting my losses and leaving it alone,. but I work as a teacher, and I work hard so I cannot allow my money to just remain with a multi billion dollar company. I have been refunded for items that were sent back, but there are so many items I never received that I paid for. I purchased about 50+ items from this company within a 4 week period.

• Initial Complaint

  Date:08/30/2022

  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 on Zara's website over a month ago and received an email stating my items were shipped from the warehouse and headed to the store for pick up. I waited over a month and never received any sort of contact from Zara or anyone with updates on my order. So, I took it upon myself to contact customer service only to be told that they would give me a refund for those items and I basically have no choice of replacement. As a result, all the items I purchased are no longer available and Zara has offered no effective solution whatsoever besides free shipping on my next order. They claim they have no way to track the ship to store items which is just absurd. As a frequent shopper, I am very displeased with the level of service offered on this and would strongly advise against others wanting to shop here.