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

  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:02/14/2025

  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 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:

  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 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:

  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.

  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,
  
  ***** *****
  

• Initial Complaint

  Date:02/13/2025

  Type:Product 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.

  I purchased from Zara and later returned items using their provided return label. The package was delivered successfully, as confirmed by the tracking details. However, they did not refund money. When I contacted their customer service, they claimed they only received some items, which is incorrect because all items were packed together in 4 boxes. Zara refused to investigate further and ended the call without resolving my issue.

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* **********
  
  
  
   
  
  

• Initial Complaint

  Date:02/12/2025

  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.

  Dear Attorney Generals Consumer Protection Division,I am submitting a formal complaint against ZARA (Inditex ***) for their failure to properly fulfill my online order and refusal to issue a refund or replacement, despite clear evidence that the package was misdelivered and declared lost by the courier.Complaint Details:Order Number: *********** Date of Purchase: [Feb 5 2025]Delivery Address: ************************************************* Retailer Website: ****************************** Courier: Veho On 11th of Feb I received a notification from the ************ stating that my order had been delivered. However, upon returning home, I found that no package was at my door. I immediately contacted Veho, who provided a delivery confirmation photo showing that the package was left at the lobby of 3200, not my address (3232).I reported this issue to both ZARA and Veho. After investigation, **** acknowledged their mistake and confirmed that the package was misdelivered and lost. This information is also reflected in ZARAs tracking system.Despite this, ZARA has refused to take responsibility, closed my case without resolution, and declined to provide a refund or replacement. Their decision violates consumer protection laws, as a retailer remains responsible for ensuring successful delivery to the correct address.Supporting Evidence (Available Upon Request):Screenshot of Vehos delivery confirmation showing incorrect drop-off ************** correspondence with ZARA and Veho confirming misdelivery.ZARAs tracking page now stating that the package is lost.ZARAs failure to properly address this issue has caused unnecessary frustration and financial loss. I kindly ask for your offices assistance in holding them accountable for their obligations under Massachusetts consumer protection laws.Please let me know if you require any additional information. I appreciate your time and attention to this matter.Sincerely,****** ****

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Complaint Against Zara Refund Not Issued Business Name: Zara Date of Problem: December 31, 2024 Description of the Issue:On December 31, 2024, I received my order from Zara. I returned the items immediately upon receiving them, and Zaras team confirmed receipt of my return on January 14, 2025. The total refund owed to me is $79.01 (originally around $85, but they deducted a return fee).Since then, I have been waiting for my refund with no resolution. I have called Zara multiple times, sent emails, and even commented on their social media posts. Through my comments, I discovered that many other customers are experiencing the same issuewaiting months for their refunds with no clear resolution.Each time I contact Zara, they tell me the same thing and send me the same automated response, stating that they are working on the issue, but no progress has been made. It has now been over a month since they confirmed receipt of my return, and I still have not received my money back.Resolution Requested:I request an immediate refund of $84.31 and a clear explanation of why this delay has occurred. Additionally, I urge Zara to address this widespread issue affecting multiple customers and improve their refund process to prevent further complaints.I appreciate your assistance in resolving this matter.

  Customer Answer

  Date: 03/09/2025

  At this time, I have been contacted directly by Zara USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  They would not give me a reason, they keep saying they are working on it but I havent gotten my refund and its been 3 months now. After going to their social media profiles I noticed that there are A LOT of people in the same situation. This is illegal and they should be dragged to court. I need the money, but at this point, Im more worried about this company stealing money from their customer than anything else. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  Date:02/10/2025

  Type:Product 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.

  Complaint Against Zara Unresolved Refund Issue (Order #***********)Dear Better Business Bureau,I am filing this complaint against Zara due to their failure to refund $1,389.21 for items I returned on January 4, 2025, in full compliance with their policy. Despite over 12 calls to customer service, emails to ******* ******* ***************** Lead) and ***** Zeroul (Director of Zara Retail Canada), and multiple social media messages, I have received no resolution.Customer service has repeatedly promised callbacks and solutions within 2-3 business days, yet nothing has been done. I was informed the issue is due to one item from my order that was never shipped in Decemberan error on Zaras part, which they never disclosed to me. I was assured that canceling this item would release my refund, yet in follow-up calls, agents contradicted this and simply told me to be ********** has now been over a month, and I am being charged interest on my credit card for a refund Zara should have already issued. Their lack of accountability and failure to follow their own refund policy is unacceptable. Im now paying interest fees on this amount that was charged back in December due to Zaras failure to issue my refund. Is Zara going to compensate me for the interest fees and all the trouble this has caused? I demand:1.An immediate refund of $1,389.21.2.Escalation to a senior representative who can resolve this.If this matter is not resolved promptly, I will escalate further through consumer protection agencies and legal channels.Thank you for your time and assistance in holding Zara accountable.Sincerely,***** **** ************************ ************

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Zara USA has been resolved.

  ZARA refunded my money but they never called or followed up. Thank you for your help escalating this matter so I could receive my refund, much appreciated.

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:02/10/2025

  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 ordered this blazer from Zara. It arrived dirty, lining torn, visibly used, and I was charged $89.90 when the tag clearly states $49.00. So I was charged nearly double. In addition to that, its supposed to be an xl in size, its clearly not because I have the same blazer in a different color that fits perfectly, oversized even, and this one barely goes up on my arms. This is not all the worst of it. I attempted to return it. Called them on 5 different occasions. I clearly told them I do not have a printer to print a label, they insisted on sending anyway because they dont understand English. They gave me no other solution. I requested to speak to a supervisor. They tell you that there is no option for a supervisor, ever. Finally after 5th call, they setup home pickup. No one showed up. I waited all day. I called back again, got nowhere. I spoke on chat, this would be my 7th attempt. Today was the second scheduled home pickup. They were supposed to come between 8:00 am and noon. They asked me to choose a 4 hour window. No one showed up again. I want my refund for the blazer that I was overcharged for immediately. I dont care what they do with picking it up. I will not wait a third entire day for them. This company is ridiculous. The fact that they have zero leadership and youre forced to only deal with a call center who speaks little English in ******* and cant get the job done. Ill never buy anything from there again. This is a terrible experience.

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********. They are a terrible company and should not be allowed to operate in this way. 
  
  Sincerely,
  
  ******** *******
  

• Initial Complaint

  Date:02/08/2025

  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 and order for Christmas presents for my two girls on 11/18/2024. ZARA was advertising 45 DAYS to return items at that time -- and extension of the normal 30 days return policy -- to entice people to proceed with purchases for Christmas items knowing that once you open presents on Christmas, items may be returned after Christmas. I purchased 11/18/24 100% because of the 45 days return policy. I wish I had taken a screen shot of the Zara website at that time, but I trusted them not not be LIARS about this policy. Trusting them was a mistake. I ordered a bunch of items, knowing that my children would try items on and we would return some, We do not have a Zara in our area so trying things on ahead of time is not an option for us. Anyhow, I initiated our return for the items 12/26/24 immediately the day after XMAS as to get the returned items back within the 45 day window. You can see the attached return slips ACCEPTING ALL RETURNED ITEMS. I sent everything back and received an email dated 1/10/25 that my return had been processed and I was credited ******* USD. I did not notice at the time that two of the items had not been credited. I should have looked closer. A couple weeks later, I received a NEW ZARA BOX with the two items in question, returned to me. I just called today to see what was going on and they told me that my return was rejected by the warehouse because the items were returned outside the return window. THAT IS AN ABSOLUTE TOTAL LIE. It is also in consistent with 1) the fact that I have an email showing the two items accepted as returns on 12/26/24. Why would the return have been accepted in the first place if it was too late. 2) the items were mailed at exactly the same time as the other items so they should have all arrived back at the warehouse at the same time. I don't know what is going on, but ZARA is lying to the public about their own policy and need to accept the returns for these items and credit me ASAP.

  Customer Answer

  Date: 03/05/2025

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

• Initial Complaint

  Date:02/07/2025

  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 have spent thousands of dollars on clothing from Zara and have had a number of issues with returns. One item that I returned was sent back indicating that it was worn. There was no evidence that it had been worn, with the tag still attached and no damage or sign of being worn. I never wore the item, as I did not like it, thus the reason for the return. I am shocked that they do not trust the customer when I say it was not worn and there is absolutely no evidence of it being worn. Then they sent the item back, which requires shipping fees, rather than believing the customer. I also had some returns from a large order that I placed for my daughter while she was hospitalized. Once she returned home and we wanted to return some of the items that did not work out for her, it was one day past the return window. After contacting customer service to explain the situation, they were unable to open up the return window to allow me to return the few items. I would try to go to a store location, but with my daughter's health, I have not been able to travel to our nearest store location. Plus I am afraid that they will also deny the return and the drive would be a waste of my time. I really wish I could speak with someone in management to explain my situation, but customer service is very good about denying access to speak with anyone above customer service level.

  Customer Answer

  Date: 03/04/2025

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