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

  750 Lexington Ave New York, NY 10022-1200

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  Zara USA

  1963 Broadway New York, NY 10023-5904

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  Zara USA

  100 Menlo Park Ste 500 Edison, NJ 08837-2488

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  Zara USA

  100 Menlo Park Ste 500 Edison, NJ 08837-2488

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:07/15/2022

  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.

  My daughter purchased shirt jacket from Zara on 6/25/2022. She wore the item and followed the washing instructions to clean it. After one wash the color ran out of the jacket and blotched. Contacted customer service online, they directed us to the store. I went to the store where purchased to return the item. (1 ************************************************************* ************ Store #*****). I showed the cashier the jacket and he said no refund because it was worn and washed. I asked to speak with manager. Everyone refused to give me their names. (the manager was female working on 7/14/2022 at 1:26PM) I showed the jacket to the manager and she said that she could not take any damaged items. I told her that the garment should not be ruined after following the washing instructions. She directed me to customer service. We told her we contacted them and they told us to go to the store. She said they would never say that and there was nothing she could do. I called customer service at ****** that same day and spoke with ********* I explained the situation and she put me on hold. She came back about 6 minutes later and said that we had to go back to store but she would put in claim to expedite and I should hear back from someone via email within 2 days. I have to say that I do not believe ******** was a real person but rather a robot because she repeated sentences exactly the same any time I asked a question. The only thing she asked for was my email address. She did not ask about any contact information for myself nor any information about the garment in question. I asked to speak to manager or supervisor and she said that she could not have anyone come to the phone. This was also when she kept repeating the same line and I believed she was a robot. I am looking for reimbursement for cost of item plus tax. I have the tags that were on the garment and the original receipt. How are you supposed to clean a product if its ruined by follow the washing instructions and you can't dry clean it?

  Customer Answer

  Date: 08/09/2022

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