We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

      1234 Wisconsin Ave NW # 1244 Washington, DC 20007-3238

    Customer Complaints Summary

    • 856 total complaints in the last 3 years.
    • 351 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:03/09/2025

      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.
      Sent the wrong size in pants (extremely large in comparison to the other pants- same style- different color. The pants I want to return could fit two of me in them.The company will not issue a return label.

    • Initial Complaint

      Date:03/06/2025

      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 am filing a complaint regarding an excessive refund delay with Zara. I made a purchase of $76.30 on December 26, 2024, and returned the item on January 4, 2025. Per Zaras refund policy, I should have received my refund within 14 days. However, as of March 5, 2025, I have yet to receive itmeaning I have been waiting for over two months, far beyond the promised timeframe.Despite multiple attempts to resolve this issue with Zaras customer service since January 4, they have failed to provide a clear resolution. Instead, they created five separate case IDs, the most recent being #*********. The customer service agent refused to email me records of my interactions with customer service and instead directed me to rely on automatically recorded conversations. This lack of transparency and accountability constitutes an unfair business practice and a violation of consumer protection laws.Given the unreasonable delay and the inconvenience caused, I am requesting an immediate refund of $76.30 as well as appropriate compensation for the prolonged wait and the time I have spent repeatedly following up on this matter.I kindly seek the agencys assistance in ensuring that Zara processes my refund promptly, along with reasonable compensation for their failure to adhere to their stated refund policy. I have attached relevant documents, for instance my receipt for your handling .Thank you for your time and attention to this matter. I appreciate your support and look forward to your ************* regards,

    • Initial Complaint

      Date:03/05/2025

      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 into Zara store at ******************. I spent about 15 minutes walking around the store finding possible outfits for an upcoming event. I went to dressing room with a friend. Dressing rooms had no signs posted that they were not open. I decided to go to a larger dressing room where again there was no signs posted that it was closed. I was in the middle of changing, at this point I had no clothes on at all. A worker proceeded to purposely fully open the curtain as I am fully naked. Then proceeded to scold me and call me a girl and and asked how I got to the dressing room. As she is saying this curtain is open and I am covering myself with my arms. She proceeded to explain that the dressing room was for strollers only, there was no signage that stated this. Employee did not apologize. I immediately got dressed and could not try on clothes further because I was so uncomfortable. I proceeded to leave dressing room where she scolded me again to put my discard clothes on the rack. I later went back to the store and got the name of the employee ******. I contacted Zara to file a complaint but I have heard nothing.

      Customer Answer

      Date: 03/31/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:03/04/2025

      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 returned 4 items to Zara via mail at *****. I used the shipping label they provided to me and they claim they never received it. I have the receipt showing proof that I dropped it off at ***** with thier tracking number they provided to me. They will not refund me despite contacting them several times. This is a horrible company that commits fraud. I have been a Zara customer for over 15 years now. I have attached the receipt showing the tracking number and the date I dropped it off.

    • Initial Complaint

      Date:03/04/2025

      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.
      Lets talk about customer service. I returned items unworn, tagged, and in perfect conditionone of which I didnt even try on due to the fabric. After multiple assurances that Id receive a refund, I was suddenly told the items were returned damaged. When they were sent back to me, they arrived exactly as I had originally returned themuntouched and still **********, after trying to ship them back again, Im being told its past the 30-day return window and that I wont receive a return label or refund because the items are "damaged," which is completely untrue. This has been the worst experiencefrustrating, misleading policies, and condescending customer support.

      Customer Answer

      Date: 03/29/2025

      Better Business Bureau:

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

      Sincerely,

      ***** *****-*****

    • Initial Complaint

      Date:03/04/2025

      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 shipped multiple returns back at the same backage i returned 14 items and i only got refund for 12 of them i contacted the customer service Saturday 1 of march and i asked why i didn't get my whole refund he told me to wait 24 to 48 hours all items showing that they was delivered to us and we will process the rest of the refund i waited 48 hours i didn't get a refund for the 2 items . i called zara customer service agine in march 3 they said no we only received 12 items, and we refund what we received im sure that i shipped back 14 items by *** tracking number is ******************  orders number that i didn't get refund for *********** and *********** ,. I'm really disappointed i spend so much money with them every year there been known of doing that it was not the first time i need investigation and i need my money back .

    • Initial Complaint

      Date:02/27/2025

      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 February 12th, I returned 18 items to Zara using their prepaid return labels, shipping them in three separate packages (Return Number *************). Tracking information confirmed delivery of all three packages on February 17th. I received partial refunds for 15 items, which were contained in two of the packages. However, three items, all contained within the package with tracking number ending in ****, were not refunded. Despite providing **** receipts with weight information and verifiable delivery confirmation, Zara refused to issue refunds for these three items. They acknowledged the package was delivered in good condition, yet claimed the items were not received, and refused to provide any supporting evidence for their claim. This demonstrates a clear refusal to honor their return policy and a complete lack of customer service. I am filing this complaint to seek a resolution for the unjustified denial of my rightful refunds.

      Customer Answer

      Date: 03/24/2025

      Better Business Bureau:

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

      Sincerely,

      ****** ****

    • Initial Complaint

      Date:02/25/2025

      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 Better Business Bureau,I am writing to file a formal complaint against Zara regarding a recent issue I experienced with their online return process and customer service. I purchased an item online, which I received on January 28. According to Zaras return policy at the time of purchase, I understood that the return window was 30 days, meaning I should have been able to return the item until February 27. However, I was informed that the return window closed on February 24, which contradicts the expected 30-day return policy.I attempted to return the item on February 24, but the system would not allow me to process the return. I called Zaras customer service today for assistance, only to be told that the return for order number ***********, with a total amount of $61.25, would not be accepted. **************** was unable to provide any resolution, and I was left frustrated and dissatisfied.This situation is unacceptable, as I believe I am within my rights to return the item under the 30-day return policy. I am requesting your assistance in resolving this issue, as Zara has not honored its return policy or provided adequate support to address my concerns.Please contact me if you require any additional information.Sincerely,*******

      Customer Answer

      Date: 03/26/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/24/2025

      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 have made a purchase on 01/12/2025 of 21 items for my children. On 01/15/2025 AND 01/17/2025 some items was delivered. 1 item of mine still did not arrive (REF # ********* and I have been waiting since its estimated delivery date, which was suppose to be 01/15-16/2025 and nothing have arrived.I have been calling customer service from 01/23/2025 to 02/20/2025 and current and everyone I have spoke with told me "it's nothing they can do besides leave a note on my digital file so other representatives can/would be aware of my situation" I then asked for a refund for that 1 item and they refuse to give me my refund for that particular item. I then asked to speak to a supervisor and I was told by a representative name ****, "there is no one else I can talk to" Phone calls from 01/23/2025 to 02/20/2025 and current - I have been told my various customer service **** that I have to wait 48 hours to find out what's happening with my refund and no one ever contact me back within those 48hrs. When I call back 48hrs later, I'm told by another representative to wait 48hrs to get a update on my refund.When I wait ANOTHER 48hrs I call back and the representative tell me wait 48hrs and someone will contact me, and theb cycle goes on and on.I even went as far as waiting a week to get an update and no one ever called me or emailed me about my refund, so I call and again, I am told WAIT ANOTHER 48HRS TO GET A UPDATE. I just want my money back for 1 item and it seems to me I am not getting my refund, I am not getting my item I paid for, but I am getting a ton of excuses.

      Customer Answer

      Date: 03/21/2025

      Better Business Bureau:
      Hello,

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

      Sincerely,

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


    • Initial Complaint

      Date:02/23/2025

      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 place an online order in the amount $380.94. The package was scheduled for delivery on Tuesday, December 10th; however, it did not arrive as expected. Upon contacting customer service, I was informed that the tracking information was unavailable, and it was suspected that the package was lost. After following up with customer service on December 19th, I was advised that the package was indeed lost and that a refund would be processed. Unfortunately, I did not receive a confirmation of the refund. Subsequently, the package arrived a few days later. Due to the Christmas holiday and my travel schedule, I promptly returned the package on January 16th via *****I later received an email indicating that my return had been declined due to it being past the 30-day return window. I reached out to Zara's customer service to explain the situation regarding the lost package and the prior assurance of a refund. During this conversation, I spoke with a representative named ***, who reiterated that a refund would still be processed. Regrettably, I did not receive the refund, and the returned package was sent back to me. I attempted to resolve this matter once more, but the response I received indicated that there was nothing further that could be done. I requested that they accept my return in light of the shipping delays and the circumstances surrounding the lost package, but the call was unexpectedly terminated.

      Customer Answer

      Date: 03/21/2025

      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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.