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

  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:07/28/2022

  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 Thursday 7/14/22 I went to Zara at the ************** in rockland county, ** and purchased $****** worth of items. I checked out using Apple Pay and the device displayed an approved message and I also received mobile notification from Apple Pay wallet and my bank that I was charged. The machine restarted after the approved notification which prevented the cashier from giving me a receipt and proceeding. She called her Manager ****** and he states to run my card through again and the one of the pending transactions would drop off. I told them I received an approved notification from my bank and even on the machine before it went out, he proceeded to ensure me I would only be charged once. The next day I checked my statement and a charge of ****** was posted to my account twice. I went back to the store and was told to call customer service. I opened a case and was told a manager would call me within 48 hours and my case was high priority. I have called every single day since Friday7/15 and I have received the run around from agents. I have spoke to at least 8 representatives from telephone to chat that stated they escalated my case and put a manager call back alert on my case. I have not received one call back or any form of communication nor received a refund. I ask for a manager 5 times and they state there isnt one available no matter when I call. Its incredibly frustrating. I provided pictures of my bank statements , and the receipts to Zara and my case proceeds to sit with no answers as to why I havent been refunded or why management isnt reaching out to me. My case number is *********

  Customer Answer

  Date: 08/22/2022

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

  I have not received a verbal response, regarding my case, from a manage despite asking to speak to one almost daily since 7/15. I receive vague no-reply emails that my case is being worked on and when I call and speak to a rep they continuously tell me to wait 24/48 hours to hear back from someone and no one gets back to me. I have provided proof of purchase and bank statements showing I was charged twice and over a month later I have not received a refund or a call from a manager. I even provided my debit information 3 weeks ago thinking my case may finally be worked on and when I call to see whats going on, no one has an answer for me. So with that being said, no my case has not been dealt with or resolved. 
  
  Sincerely,
  
  *******************************

  
  

• Initial Complaint

  Date:07/26/2022

  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.

  Hello,ZARA did not proper shipment and ZARA do not refund properly to me.Please look following history what were happened.1. I have made web shopping, paid all in full in advance of shipping at ZARA order#*********** as attached.2. ZARA used wrong postage for this shipping.3. **** delivery person mentioned me (as attached) that $7.30- postage due for receive package.4. I have paid $7.30- to **** delivery person and received tha package.5. I have requested to ZARA manytimes about refund this $7.30-via ZARA's chat, ZARA's store front person and customer service via phone.6. All **********************'s person have said "oh we will refund" or "oh we will investigate" kinds comment. 7. But ZARA never paid $7.30- to me.Please help!!

  Customer Answer

  Date: 08/22/2022

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

   haven't heard from Zara since I had reported to BBB.
  
  
  
  
  
  
  
  He also said he would email me.

  
  

  By the way, when I called, I had to wait about ************************************************** charge.
  Please help me get my money back.

  
  

• Initial Complaint

  Date:07/26/2022

  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 order some clothes from Zara. They will not provide to me the tracking numbers for my order. **************** cant spell or form a sentence. They did not take any information from me regarding my order. It is $200 worth of merchandise and they cant not provide a tracking number. Oe provide any other information.

• Initial Complaint

  Date:07/25/2022

  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.

  I purchased a size 9 beige suede boots for ***** back on 6/30/22 order # ***********. I returned these boots along with another pair of boots which was on a completely different receipt. That order number is ***********. This order was a different order that my daughter had placed using my account but a different card. I went to the ******* ** store to return the boots and gave the cashier 1 return at a time. First the beige boots with the return for ***** under invoice ***********. I also returned a suede ***** boot for my daughter which was under the second order number *********** My daughter had purchased the same suede beige boots in a size 9 on 07/02/22. When the cashier completed the return she had scanned receipt *********** crediting my daughter for my return and hers. I advised her this had happened and she said no. It should have been ***** not ***** she scanned the right receipt. She than went on to say reach out to customer service if the incorrect account and amount was credited. I explained I should not have to when it could be corrected there in store. I was told to call customer service. I reached out customer service twice. First I was told the order number could not be found than she found it and told me to hold on and hung up. I called back again got the same agent and she hung up again. This is not acceptable. I make many purchases at Zara and expect a higher level of customer service than lies and than being hung up on. I would like a an adjustment or credit the right payment method for the credit.

  Customer Answer

  Date: 08/18/2022

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

• Initial Complaint

  Date:07/25/2022

  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 ordered a $281 dress from ******** only to have the belt missing. This is fradulent to mis-advertise an item and expect me to just return the dress for a refund, which I purchased for my brother's wedding. To not have any acceptable solution such as a full refund without sending the dress back since this is about the missing belt, and for my time wasted, falsely advertising a product and inability to have this issue resolved in a timely manner is completely unacceptable. I have been a Zara customer for 20 years and am more than happy to spend my money elsewhere if this is not resolved.

  Customer Answer

  Date: 08/18/2022

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

• Initial Complaint

  Date:07/25/2022

  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 06/18 I purchased a swimsuit from Zara, the item arrived on 06/22 with the hygiene sticker partially out of place and some loose threads (looking as if it had been tried before). I decided not to try the item and to return it with the intention of purchasing another one. On 06/23 I processed a return on the companys website, selecting product quality as the reason for the return and dropped the package off at the courier. When submitting returns, customers must select a reason from a predefined list and I figured product quality was the one that best described why I was returning the item.On 07/13 I received an email from the company saying the refund was denied because the item was not in sellable condition and that the same item will be returned to me by mail. I immediately called the company to explain that I received the item in the same condition I returned it in; hence my reason for selecting product quality as the reason for my return.The agent initially accepted the return a second time and I mailed the swimsuit back to the warehouse a second time. On 07/22 I received another email again denying the refund claiming that the warehouse has already deemed the return unsuitable, and that the item will again be returned to me.There is therefore no recourse provided for the fact that I received the item in the same unsellable condition and had no other way to explain/indicate this when I made the return since Im limited to the selection of reasons they provide.Order number: *********** Case ID: *********

• Initial Complaint

  Date:07/21/2022

  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 placed 2 online orders through Zara which have been returned in store. For some reason Zara does not give any receipt when returning online orders in store. I have contacted Zara multiple times regarding my refund and they have told me that they see on their end that I have returned the items but for some reason can not process my refund. I have waited months and contacted them multiple times and they have not done anything besides tell me that they have escalated my issue. I am owed hundreds of dollars by them and they will not give me anything. I am trying to dispute the transactions with my banking institute and they are asking for proof of the return which Zara will not give me either. I am constantly being emailed that they are working on my issue but have not been given any resolution. I can not afford to keep waiting for this to be resolved. This company feels like a scam. Zara has my merchandise and my money and will not even give me proof of my return to help me with this issue.

  Customer Answer

  Date: 08/14/2022

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

• Initial Complaint

  Date:07/21/2022

  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.

  Shopped in the first-floor ladies' department at the *********************** store. I found several sale items which included the following dress priced at $12.99. ART ************. Barcode number **************. When the cashier rang this item, she said the item was not on sale, but the price was $45. I told her that I found the item on the sale rack and they needed to honor the price. She said no, another team member came over and said the same thing, I told them that I found the item on the sale rack and they needed to honor the price, the new team member, who I later found out was one of the managers (I will tell you how I found this out later in my summary) told me that I needed to go over to the sale rack and find another of the same dress marked down. I suggested she go and do it herself. She went over to the rack and came back saying she did not find another. She told me that those dresses were new and located on the upper level. I told her I was not even on the second floor, that the price was wrong on the dress had nothing to do with me. She refused to *****. I asked for her first name to make a complaint to the manager I knew, but she refused. I took a picture of the item and a quick picture of her and went to the men's **** to see if I could find the manager that I knew. I have known this manager for many many years because I am a very avid shopper at Zara.The manager I wanted to speak to was not there, the young lady manager came, I was unaware until this point that she was the manager. I said never mind because she has already said no and I had no wish to have further interactions with her. The manager then told me that she heard that I took a picture of her and demanded that I delete the picture in her presence. I refused, she continued to follow me and tried to get the security guard at the door to make me comply. The guard suggested that she take my picture, which I indulged.The young lady manager's actions caused this report.

  Customer Answer

  Date: 08/15/2022

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

• Initial Complaint

  Date:07/20/2022

  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 had a gift card which was not honored. When I tried to use it in store, I was told it expired 3 years after issued. This information was NOT provided at the time the card was issued. Looking it up online, gift cards are federally regulated to have at minimum a 5 year window prior to expiration: **************************************************************************************************************************************************************************************************** service was poor, never once allowing me to speak to a supervisor despite repeated requests. Agents were rude and provided incorrect information (agent said it was issued in 2017, but expired in 2019, which contradicts their illegal practice of having a 3 year expiration). Would not re-issue the card despite it being a nominal amount for a large business ($28). I would like this card to be re-issued or a credit provided for the amount.

  Customer Answer

  Date: 08/13/2022

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

• Initial Complaint

  Date:07/18/2022

  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.

  On June 23 2022 I placed an on-line order with Zara for the amount of USD ****** (ORDER NO. ***********). Delivery date was July 7. My order didnt arrive so I got in contact with the on-line chat customers service, they told me to wait 24/48 hour and if the order didnt arrive by then I had to contact them again so they would give me a resolution. 2 days later it didnt arrive so I contacted them again and they told me exactly the same thing, wait again up to ********************************************* with a resolution. After 2 days nobody contacted me so I chat with the customer service and they told again I had to wait 24/48 hours because they needed to investigate. I waited again but nothing, nobody called me or sent me an e-mail with a resolution so I called them and I wanted to cancel my order, by now my order is over two weeks late, they have no idea where it is and they dont let me to cancel it and give me my money back even if they clearly lost it. I contacted them just few minutes ago again and of course they told me the very same things Ive been told for the past two weeks to wait because they needed to investigate and send the problem to the right department. All I want is either to cancel the order and have my money back or they give me a real resolutions like fine the order and ship it to me.

  Customer Answer

  Date: 08/11/2022

  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,
  
  *********************