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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

    • 850 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:08/22/2022

      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 went to a Zara store in ******, CA to return an item. I lost the receipt and they told me that they cant do a refund without it. Every single other store there could do a refund just checking my card or even my phone number. But for this store specifically I have to call customer service for them to see if they could find the receipt and send it to me in 48 hours. And then RETURN to the store to return the item. IF they find the receipt. This is a way to prevent the customers from returning items by making it extremely inconvenient to do so. Now I have to wait 2 days to see IF they find the receipt and go back again 2 hours round trip to the nearest store to be able to return the item, which at this point is not even worth it, since I already did a 2 hours round trip and and they prevented me returning the item. I even called them to see if they can send me a shipping label to return it and not have to drive all the way there, but I HAVE to go to the store for the refund.

    • Initial Complaint

      Date:08/18/2022

      Type:Order 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 pink satin blazer from Zara online for $119.00. When I received the item I noticed it was tagged for $49.90. I contacted Zara via chat on their website and corresponded with *****. All he was able to offer me was an apology. This is terrible business as all orders are supposed to be inspected before being shipped to a consumer. I feel like I was robbed of my money. I am not pleased with the handling of this situation and want to be reimbursed for the difference.

    • Initial Complaint

      Date:08/15/2022

      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.
      Dear BBB representative,I have spent countless hours speaking with customer service and they continue to give me new case numbers. The last case # on 6/6/22 was #*********. I received a store credit (I have the original receipt) and a card that contained that credit $. During my move, I lost the card. I have called Zara and tried to escalate and speak to management so I can redeem my credit, but it always comes back as it is not possible. I HAVE THE ORIGINAL RECEIPT! I have also gone in store to try to resolve this.I would greatly appreciate help with this matter as this has been very frustrating! No one seems to be able to help!

    • Initial Complaint

      Date:08/12/2022

      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 placed an order at the end of July from Zara. It was supposed to be delivered in a couple of days but the delivery date kept changing. After a week they said my order was delivered when it was not. When i contacted them, they said the request was denied even though I've lost a lot of money now. Zara should be responsible for these missing deliveries. They even refused a replacement. Please help me get my money back. I've waited a very long time as they've promised me a solution, but now they choose to not be responsible for the mistake.

    • Initial Complaint

      Date:08/09/2022

      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 purchased a pair of shoes (order #***********) that came to me damaged. They werent damaged in transit, instead had threads loose and material torn. I contacted customer service and they sent me a label for me to return them for a refund. Tracking says that theyve been out for delivery to them for nearly a week now. Zara refuses to look into the possibility that they are lost in transit at this point and refuses to refund me until they receive the shoes. Have had requests for a senior call back, but my phone has yet to ring. No emails either of any follow up. Why am I responsible for an item that they sent me that was damaged??? I returned them and did my part. I want my money back.

      Customer Answer

      Date: 09/05/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/09/2022

      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 provided my return request and had the shipping company pick it up from our package room as usual. Cameras show it was picked up yet zara does not want to issue me my refund. Tracking is ************ and order number is **********. It is not showing any information for my package and it looks lost

      Customer Answer

      Date: 09/02/2022

      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:08/05/2022

      Type:Sales and Advertising 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 bought ~$600 worth of clothing from Zara (my husband gave me a gift certificate to their store for my birthday). I had never bought their clothing online before so was not aware of their return policy. I have tried to return ~$300 worth of the clothing because it doesn't fit me. They are refusing to accept the return or to make an exchange because they said it is outside of the return/exchange window (I was 7 days past the window when I initiated the request). It's putting me out a lot of money I would like to get back and I can't even wear the clothing because it doesn't fit. On top of all of this, their return/exchange policy is so obscure, it took me a week to try and understand how to return my items ******* how to return zara items and you will see there is mass confusion) so that I finally had to call customer service and that is when they alerted me that I couldn't return the items.

    • Initial Complaint

      Date:08/05/2022

      Type:Customer Service 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.
      Shopping totes have been elongated due to Covid according to store manager, people kept touching them. Ummm you sell clothing?!??!?? Having to carry items around your store degrades the experience. Having one register open is completely inhuman

    • Initial Complaint

      Date:08/02/2022

      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.
      On july 02 2022 i purchased some items from this store online, order number ***********, order contained 2 items but order was never delivered , contacted the store and they sent a replacement but without any information they took out one item of the order , that was a problems because the item was a gift, they refund me for the item but again that's supposed to be a gift, that's the first problem, when they confirmed the shipping of the remaining item i saw the same item in their website $20 dollars cheaper , item number is 3057/105 $25,99 i paid $45.99 for it, i contacted customer service and let them know about the price and asked for a price match and the refused to do that BUT offered me a refund for the full order as a courtesy for all the problems, i contacted zara today and they dishonored the offer , i lost the opportunity to purchased the item for less money because of the bad customer service now the item is out of stock, terrible experience with this store, i want a compensation, i want the difference paid for the item.

      Customer Answer

      Date: 08/26/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:07/29/2022

      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 purchased a skirt from this company but it did not fit. It was too big. I requested a return and was accepted and given a return label. I returned my item and it arrived to them on 5/27. Yet I have no received my refund. I have called several times and that say I will receive it in 48 hours. It has been 2 months and they still wont refund me.

      Customer Answer

      Date: 08/23/2022

      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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