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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

      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

    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:02/23/2025

      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 went to Zara in soho on 2/22/2025 I purchased some things & on the way out I was walking out with a crowd of people and the alarm rang but they only stopped me. I showed them my bag and began to tell them my receipt was in my phone . They said go through the other door & when I was outside both security came outside to get me, they were surrounding me and acting very hostile talking to me like I was trash , I told them what is the issue if they let me go already and they said put my bags down they want to search through everything even my other shopping bags and personal purse . I said no why are you guys embarrassing me Infront of all these people like this and they told me to shut up and took everything out my bags . They had all my other personal shopping items from other stores on the floor as well so disgusting and disrespectful. They were laughing in my face and calling me a thief and had all my other paid items on the floor, some items from Zara were paid but some werent scanned apparently. They held my purse with my money that I kept telling them to give me my money out of the purse because the purse was open and I had $100 bills in it the 3rd *** who they called down had the purse and kept talking to me calling me a thief and telling me to shut up and wait for ***ager. They were ended up really calling the cops and having me arrested for stealing . After I got out the precinct I realized that $300 was missing from my money . I feel so violated and emotionally disturbed.

      Customer Answer

      Date: 03/19/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/22/2025

      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 contacted Zara customer service about a return. They sent me a return label for a returns program that does not exist in my area. I attempted to make the return via all the usual carriers (tried at ****, **** and ****** but no one would take it. So I called back and they informed me that I'm now outside of the return windowfor a return they had already approved. Ridiculous. Will not shop again and urge other buyers to beware.

      Customer Answer

      Date: 03/19/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/21/2025

      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 purchased some items online for pick-up in the store. The items were ordered on 1/11/25 and was expected to arrive at the store on 1/21/25. I picked up the item on 1/18/25. It would make sense that the I have 30 days to return the item from the date of pick up not the date that I ordered it. How can I try something when I do not have it in hand yet?When I attempted to return two of the items , on 2/14 , I was told that they could not accept them even though all of the tags were still attached to the dresses and they were in the same condition as they were when I picked them up. I have contacted customer service several times and can not get connected to a supervisor. What kind of business is this that we can not be connected to a supevisor to escalate and issue? I would like a credit applied to my account for the amount of items back to my gift card. The items are a long satin effect halter dress for $23.96 and Satin Effect mini dress for *****. plus the applicable tax.

      Customer Answer

      Date: 03/17/2025

      Better Business Bureau:

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

      Sincerely,

      ****** ***

    • Initial Complaint

      Date:02/19/2025

      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.
      On 01/23/2025 I purchased an order online. I returned the items in 3 shipments with 3 labels provided by Zara. One of the shipments was lost and has not moved in over 2 weeks tracking wise. I cannot do much since it is not my label. Zara refuses to refund me or even listen. The items were two wool coats each 229$ each

      Customer Answer

      Date: 03/16/2025

      Better Business Bureau:

      At this time, I have not been contacted by Zara USA regarding complaint ID ********. However I contacted Zara again as my package of returns is now marked delivered on *** and they stated they will not be refunding me. 

      Sincerely,

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

    • Initial Complaint

      Date:02/18/2025

      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 received a Zara gift card and sought the balance. The "Check Balance" feature on the website did not work as this was an old card. I reached out using the Chat function on the website. The Chat agent could not help me, so "escalated my issue via email" - the email said "call this number." I called the number and spoke to a customer service representative who asked that I read the card number, which I did. She then told me that she could not help me but would "escalate the issue via email." I told her I was contacting her based on the email I had already received from the first time I reached out. She was adamant "I cannot help you!" After receiving my SECOND email with the same "contact this phone number for customer service" message, I decided to drive 30 minutes to the nearest Zara to speak with someone face-to-face. The manager at the store scanned my card and told me there is a balance of $40 but that I cannot use it because my gift card was "blocked." I asked her if she could "unblock" it and she said no, I have to contact customer service. I told her I have contacted customer service 3 times to no avail. I cannot use the gift card online because the card is old and therefore does not have the *** pin code that's required for online purchases. It is incredibly frustrating to waste probably a total of 4 hours now on trying to use a gift card. The customer service at this company is so horrible, it's frankly a disgrace.

    • Initial Complaint

      Date:02/15/2025

      Type:Order 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.
      Basic information: Date of the transaction: 1/13/2025, order number: ***********, order amount: ******. Description:I placed an order (#***********) on ZARA USA online shop (******************************************) on 1/13/2025 with 15 items and the total amount is ******. And then I applied to return 11 items from this order to ship back ZARA USA on 2/3/2025. The return number is ************** This return case also includes returns (2 items) from another order #***********. So together there are 13 items in this return number. In fact I actually sent out 9 items from *********** and 2 items from *********** to ZARA via ***** ************ which was delivered on 2/6/2025. But ZARA only refunded me 2 items' amount from order *********** and refused to refund me the items I shipped back for order ***********, claiming that they did not receive them. I did ship out another 9 items in the same box. The weight of the package from the shipment information can prove that. I am very sure they received the rest of the items but just refused to issue the refund, or provide any further information concerning this case (neither box picture or unboxing video). The amount they refused to refund is ******. After several times reaching out to them, they still refused to issue the refund, which is completely unacceptable. I want my money back as I did send back the items for a refund according to their requirements.

      Customer Answer

      Date: 03/12/2025

      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:02/14/2025

      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.
      Returned a total of $824.82 32 items of clothing/accessories derived btw 3 parcels (Returned labels provide by seller, followed all return instructions and requirements). Was only issued partial refund company claiming they did not receive all items, eventhough all parcels are showed as delivered. Would not provide confirmation of all three (3) parcels being received/refunded. Provided company with proof of return receipt from *****. Requesting the remainder of my owed refund totally $320.49. Made several attempts to resolve dispute with company for over a week to no avail. despite multiple calls and chats where is was assured the issue would be resolved and I would receive my refund, while being continuously told to wait patiently (first five (5) days then twelve (12), then 24 to 48hrs. Finally being told they claim they did not receive all thirty-two items I returned.

      Customer Answer

      Date: 03/12/2025

      Better Business Bureau:

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

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:02/14/2025

      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 placed an order on 01/24/2025 with ************************** they promised to deliver it at their *********** store 02/3/2025, they canceled the order and until now they dont refund my money, I reached out to them and they keep telling me they are reviewing, I have to wait 48 hours to get the money back it 3 weeks now and no money

    • Initial Complaint

      Date:02/13/2025

      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 been trying to get a refund from Zara since 01/31/2025 and have made numerous attempts to get the matter via phone and chat. Been asking for a call back from a manager or supervisor and kept being told that someone would contact within ***** hours with ZERO communication from Zara. **************** promised me 12 times that they would escalate the matter and I would get a response.

      Customer Answer

      Date: 03/10/2025

      Better Business Bureau:

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

      Sincerely,

      **** *******

    • Initial Complaint

      Date:02/13/2025

      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 All I have two order with ZARA,1# **, September 2024;2# **, December 2024 I return back to they location, using those provide the shipping label, i drop off to ****, but they using small shipping company to pick up , until right now i didn't received any refund, and the tracking number cannot find any record, i check with ****, they make sure the small shipping company come to pick up staff already, i try to contact with ZARA customer service, after i return back one or two months, they just let me wait until they received return package will be refund to me. Right now was almost 6 months, i didn't receive any refund and cannot find any tracking record with those package, please check the attachment, all the package **** scan and give to ZARA Agent, but they irresponsible to the package, ZARA company don't care about the customer request.please to help me****** *

      Customer Answer

      Date: 03/12/2025

      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.

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