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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

    • 859 total complaints in the last 3 years.
    • 360 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:03/22/2024

      Type:Customer Service 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.
      Terrible service from the manager!!! I wanted to return the blouse because it was defective. I couldn't find the receipt. The manager first said, no receipt means I cant return your money. After I started to be indignant, she wrote me the customer service number and told me to ask them for the check number. I don't speak English well and the manager heard it. I asked her to help me find the receipt, but she said I CAN'T!!!This is not professional on the part of the manager, I needed help, but they refused to help me.This happened at ************************************************* (******** Gallery)

      Customer Answer

      Date: 03/25/2024

      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:03/21/2024

      Type:Service or Repair 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.
      I bought items (Order NUMBER *********** )on zara website, This courier showed that it arrived at my address at 9: 34 pm on the 20th. I immediately went downstairs to check, but I didn't find any parcel and the doorbell notification and SMS notification from the courier. I suspect it didn't reach my home at all. This is cheating consumers.

      Customer Answer

      Date: 03/21/2024

      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:03/21/2024

      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 ordered 3 items via Zara.com on 1/8/24 in the amount of $225.48, all articles of clothing that I wanted to wear for a televised award show appearance. The projected delivery date was 1/16/24. Unfortunately, the delivery was delayed. Surprisingly, I received a notification that the package was delivered on 1/18/24, although it was not at my address. I went online to Zara.com and let them know that I did not receive my package and got a notification that I would need to contact the delivery company, ****** for resolution. I filed an inquiry with ***** only to be told that they could not resolve the matter; however, they did provide "proof of delivery" which clearly showed that my package was delivered to the wrong house. With neither business (Zara, ****** willing to assist, I literally went from house to house in my neighborhood and joined different online neighborhood-centric groups asking other residents if they mistakenly received my package. Luckily, a local neighbor came forward and delivered my 3 items that were erroneously left on her porch. Keep in mind, I finally got the package after the awards show, and once I tried on the items, nothing fit. The initial delivery delay and the prolonged search for the articles of clothing were hindrances, and by the time everything was received, Zara's 30-day return period was exceeded. I recently called Zara to inquire about next steps and a resolution, but was told nothing can be done, despite the circumstances expressed above. I'm seeking a full refund in light of the delivery delay, poor customer service (e.g., "It's not our fault that your package was misdelivered"), and the fact that these variables should warrant an exception to the return policy. Beyond briefly trying on each item, all 3 articles are in new condition and still in the original packaging. Happy to provide ***** claims and online inquiries, if need be.

      Customer Answer

      Date: 04/14/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:03/20/2024

      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 was gifted a gift card in the amount of $35. When attempting to use it in the store, it was showing as "locked". I called Zara 3 times to resolve the issue. My case number is #*********. After 23 days, they sent me a form that I would pay to be notarized and mailed at my own cost to redeem my gift card. I feel that this is not a satisfactory outcome as they could just as easily email me a replacement gift card and void the current one (which cannot be used regardless). I would like a replacement or refund and to not have any additional time or money wasted. Please note that the back of the gift card states, "This Gift Card has no expiration date."

    • Initial Complaint

      Date:03/11/2024

      Type:Product 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.
      I never received my order or my refund. I contacted customer support multiple times with no reply. The package was delivered to the WRONG apartment. I need my refund immediately for the missing order. ORDER NO. ***********

      Customer Answer

      Date: 03/13/2024

      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:03/06/2024

      Type:Billing 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.
      On November 14 I bought a hat and a nice coat for my GF. We returned the items shortly after that under the 30-day return policy of Zara in-store and Zara did not refund our money. They scanned her Zara app but we did not get a receipt. We returned to the store, but they were unhelpful. We reported that to our bank but our bank claims we need to prove with a receipt of some kind. So WE DID NOT GET OUR MONEY and they claim we never returned it. Smell like Holiday ********.

      Customer Answer

      Date: 04/01/2024

      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:03/06/2024

      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 had ordered a merchandise from Zara with order : *********** ( Felt Texture *********** 5070/940 worth $49.90. I did not wear that jacket nor did I use that jacket. I returned the item in same condition with the carboard box to the company. Instead of providing me a return the warehouse rejected the return. Being in cheap cardboard box that was shipped it tends to smell. The company is not ready to refund and on calling they do not provide the request to the supervisor. Please can this problem be looked upon and help customer to not getting cheated.

    • Initial Complaint

      Date:02/29/2024

      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.
      Hi I bought two pairs of shoes from Zara, but I had to return them since they were huge European size. I did contact Zara.com customer service and I have explained the issues and I was told over the that after the shoes were returned I was going to get a full refund. I did get a claim as a confirmation that I was going to be getting a full refund and also as a proof of the phone conversation. Zara provided a return label. I did return the shoes, but Zara just provided a partial refund. The amount paid was $54.32, but partial refund was received $42.72. I want Zara to provide a full refund. See attachments. The return, tracking #, the purchase original receipt and the partial refund e-mail sent by Zara. This company customer service department agents are not telling the customer the truth. They tell one thing and do something else. This **************** doesnt offer the same customer service level as American Companies.

      Customer Answer

      Date: 03/25/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/28/2024

      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.
      On 11/30/2023 I made a purchase for $633.04.On 12/27/2023 a refund was requested for 11 items, for $390.91 (including tax). The request for return was approved and I received an e-mail from Zara with a shipping label stating "expires January 4th 2024".I shipped the items on 1/04/24. After one month of no refund, I called them and put in a claim on 2/1/2024. I received an e-mail that the items were supposed to be returned by 12/30/2023 and would be sent back to me. However, they refunded one item in the package for $32.04.I have called them 3 additional times and explained to them I was misled by their shipping label. They refuse to admit there is a glitch on the dates on their side and refund me. They make no acknowledgement of their responsibility of what date shows in the return label (sent by their own company). It should not be my responsibility as a customer that the dates they send from their system are not correct. These items were ordered to see what size fits me. They were sent back to me without my agreement and now they are out of season for me to try to resell them to recoup my loses.

      Customer Answer

      Date: 03/24/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/23/2024

      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 ordered two dresses from the merchant in November of 2023. Their carrier "delivered" the package on Thanksgiving to the entrance of my apartment complex in an unsecure location. The unsecure location chosen by the carrier led to my package being stolen. The leasing office wasn't open, and the leasing staff have confirmed they didn't collect it. I checked the usual spots - mailbox, parcel locker area, in front of my apartment - nothing. The package is clearly gone. Zara, after multiple emails/calls, supposedly issued a refund on January 11th, 2024. It's now February and I have not had this balance credited to my account. I have called my bank and they have assured me no refund has been received by Zara. I have now been calling everyday to obtain the *** information or some sort of confirmation number I can take to my bank, and I keep being told to "be patient." It's been over a month since it was supposed to be refunded. I've been patient. **************** has no intention of resolving this or fixing the error, and I need help getting Zara to refund my money.

      Customer Answer

      Date: 03/18/2024

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

      [Your Answer Here]

       Zara has provided internal records showing a refund issued on 01/11/24. Neither I, nor my bank, have seen this refund come through and my bank was unable to locate the funds using the number provided. I have NOT received the amount Zara has promised to refund me. The calls to customer service have not been returned since I last spoke to Zara on 03/07/24. Again, my bank is adamant that Zara has NOT issued this refund. 

       

       

       

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

      Sincerely,

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

      Customer Answer

      Date: 04/18/2024

      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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