Complaints

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:04/23/2025

  Type:Customer Service 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.

  ISSUE WITH ZARA HOME CUSTOMER SERVICE:On April 9th, I contacted Zara Home support about two damaged/non-functional items from my order. I wanted to report these issues before initiating a return so I wouldn't be liable for the damaged products.After providing requested photos on April 15th, Zara Home has completely stopped responding to all my follow-up messages. I've also informed them that I'm experiencing technical issues preventing me from initiating the return through my account (screenshots provided to them).Their policy requires returns by April 30th, but I'm leaving town tomorrow, making it impossible to process the return even if they suddenly respond. Despite multiple attempts to resolve this, I've received no assistance.I'm seeking BBB's help to either get an immediate response from Zara Home, secure a refund without physical return, or obtain an extension of the return window to accommodate my travel.

  Customer Answer

  Date: 05/01/2025

  Hi - I am just writing to let you know the business got back to me and provided a return label and just recently issued the return. Thank you for your help!

• Initial Complaint

  Date:09/09/2024

  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 some merchandise from **** online to pick up at the store ***********************, I went to the store and picked them up I the associate didn't confirm that I picked up all my orders. I decide to ship back whatever didn't fit me it was 15 items return order number ********* coast of ****** $ the amount of my return. the box was delivered to the warehouse on the 27 of august 2024 tracking number ************ by *****. I called after a week to ask for my refund they told me they will contact me later via email i haven't heard back. I called today again the customer service reprehensive told me that the return process was denied because you haven't received your orders yet, how you returned them they still at the store on my system. I told him what happened and i asked him if can check the box that he received and return whatever he received he said no i asked him to return the box to me back, if he doesn't want to refund me and he said no I can't do that either. keep telling me the items still at the store never received. either or they have the money and the items he told me the clime is closed I can't help you and hung up. I need my refund and investigation

• Initial Complaint

  Date:11/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 Zara Home on 10/08 (order # ***********) and it was cancelled without my knowledge. I replaced the order on 10/12 (order #***********) and it was again cancelled, so I contacted customer service that same day and was told that the "business department" had to review my order as it was for a large amount ($2,176.05). They asked me to verify information, which I did and was told I would hear back within 48 hours. After 48 hours of not hearing back, I emailed customer service, but never received a response. After several calls, customer service (*****) said I could replace the order, but I expressed concerns with a hold being placed on my CC for $2,176.05 and asked for expedited shipping to compensate for the inconvenience; they said the hold would drop and they couldn't do anything to help me. I did ask to speak to a manager and that took several days (******** - case #********), but still, no resolution. On 10/19, I just went ahead and replaced the order for the 3rd time (I moved into a new place and had no dishes, no cups, etc., but some of the items were already sold out (order #***********). After several attempts to discuss my experience with management, I finally had ******** call me on 10/26, and told him an item I received was damaged and the hold on my card for $2,176.05 was processed. He said he would take care of the damaged item and he would call me back the next day. That never happened and I still have a damaged item, am out $2,176.05 for an order I never received, and do not have resolution from management. I did reach out to customer service again (******) on 11/01 to again seek assistance with the damaged item, ****** said **** did not start the process and I had to start the process and send pictures. I did send them that night and as I write this on 11/04, I do not know how the issue will be resolved. P.S. Calls are recorded. Thank you soooooooooooo for your help!

  Business Response

  Date: 01/18/2024

  December 29, 2023

  Dear *** *****:
  

  Thank you for your letter dated December 1st, 2023, to ITX USA, LLC, d/b/a ZARA Home, regarding the complaint by *** *** **********. Please accept this letter as ZARA Home's response to your inquiry and to *** **********'s complaint.
  

  According to *** **********'s Customer Statement to your office, he placed an order on ZARA Home's website on October 8, 2023, for order no. ***********, which was cancelled by the fraud department. He placed a subsequent order on ZARA Home's website on October 12, 2023, for order no. ***********, which was again cancelled by the fraud department. On October 19, 2023, he placed a third order for order no. ***********. However, one of the items arrived damaged. *** ********** is now requesting a refund for the charge applied to his account for cancelled order no. *********** as well as a refund for the damaged item. 
  

  I can confirm that the charge for order no. *********** to *** **********'s account has been successfully refunded. Additionally, for order no. ***********, the damaged item along with two extra items were accepted for return and refunded to his account. Please see attached both refund confirmations. ZARA takes all complaints raised by its customers seriously and regrets any inconvenience this matter may have caused.
  

  We appreciate *** **********'s feedback and always strive to provide the best customer care experience for all of our valued customers.
  

  Kind Regards,

  Legal Department

• Initial Complaint

  Date:12/14/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Through the internet I placed an order for. Cream colored wastebasket from ZARA HOME. The order was paid in full through my ****** and arrived in several days. The wrong color Basket was sent and item is too small. I have sent several of their forms they provide in complete asking for return digital forms be sent to me for the reasons stated…they have emailed me that someone will get in touch with me but no one has. I also wrote an email to the address they provided and it was returned as undeliverable. I want this item returned and a complete refund.

  Business Response

  Date: 01/06/2023

  Dear ******************:

   

  By way of introduction, I am a member of the ZARA Legal Team and I am writing in response to a complaint we received from your office dated December 14, 2022.

   

  In accordance with the cover page attached to the complaint, please see attached our response to the complaint referenced in the subject line of this email.