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

  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

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:08/11/2023

  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 Zara Customer Service,I am writing to express my deep dissatisfaction with my recent order (Order Number: ************ of 5 pairs of pants, which were not only defective and of poor quality but also did not fit properly. Despite returning the items promptly with ***** tracking number ************ on July 14, 2023, I have yet to receive the corresponding refund as of today's date, August 10, 2023. This extended delay in processing the refund for items returned well within the return policy timeframe is both disappointing and frustrating. I urge you to expedite the refund process and address this matter urgently, as it reflects poorly on Zara's commitment to customer satisfaction and raises concerns about the company's quality control and customer service. Your immediate attention to this issue is greatly appreciated.Sincerely,*****************************

  Customer Answer

  Date: 09/04/2023

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

• Initial Complaint

  Date:08/11/2023

  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.

  Hi, I am a HUGE Zara fan. I have been shopping monthly at Zara ever since I graduated high school in 2012. The issue is that because I buy so much, I lose track of where/how each piece of clothing was purchased. I would say 90% of the times I purchase in store, and the rest online. In this case, I recently purchased 4 items that I'd like to return either for a refund or store credit. I'm happy with store credit because I shop at Zara all the time. Sadly, I have no idea which email was used for the purchase or if it was a store purchase. I checked everywhere and couldn't find anything. The only thing I know is which credit card I used (an AMEX). I contacted your customer support and spoke to someone named ***** who was extremely rude. All she kept asking was for an order number, which I said 6 times I did not have. When I tried to speak to a supervisor, she refused. So now I'm out of options and I'm turning to you. I'm attaching photos of these BRAND NEW TAGGED items. Please let me know where/how you want me to send them back for a refund or store credit. Please do not ************** ruin my experience and fandom of Zara, because I am one of your most loyal customers. I can show you hundreds of Zara items I own. Thank you.

  Customer Answer

  Date: 09/04/2023

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

• Initial Complaint

  Date:08/09/2023

  Type:Customer Service 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.

  Zara has ignored multiple requests from my behalf for additional information on the rejection of a return request. Theyve also ignored multiple escalation request to speak with a manager or supervisor who can provide actual credible information and detail on the rejection. I continue to be stuck in a loop of unhelpful, phone calls and chat, including via Instagram. No one will provide me with any additional information on why my return was rejected by the warehouse. I have even provided a video of me receiving and re-opening the returned package to me today with all tags clearly, and visibly still attached to the product and very clear evidence that neither product has been worn outside of a 30 second *****. I lead a customer service department, and this is some of the most **** poor customer service I have ever seen on behalf of any organization. The complete and utter lack of communication, lack of care, and lack of respect for a paying customer is astounding. I am requesting a phone call from a manager or a supervisor with additional credible details as to why my refund was rejected. I expect them to have read and reviewed all of the information I provided beforehand, including the videos that clearly show the tags still on my returns. Not to mention, the warehouse removed all of the packing material, an additional information from the box and returned only the two singular items back to me. Unhelpful and unresolved.

  Customer Answer

  Date: 09/05/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********. They issued my refund but I have asked ENDLESSLY for a direct phone or email conversation EXPLAINING what went on here and never heard from the business, as they have no communication channels for assistance or escalation. I had to resort to messaging them on Instagram. Terrible company. Will never order from them ever again.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:08/08/2023

  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.

  I returned items to Zara 07/13/2023 that belong to Bloomingdales I contacted Zara to confirm receipt of the products bc the tracking number confirmed the receipt of the package yet the ************* Team states they never rec the non Zara items.The tracking number confirms receipt of my return and I began contacting Zara 08/03/2023 the products that they received were charged to my Bloomingdales card the amount is over ****** and Im responsible for these items bc they werent returned I just want my items backThey rec my items they confirmed receipt yet they dont show anything returned in their systemBloomingdales returned Zara Items to me and I returned them in store yet Zara confirmed receipt of Bloomingdales package but didnt return the items to me. I just want my items returned

• Initial Complaint

  Date:08/07/2023

  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 Zara app on 7/25/2023 and I received a text message that says that the package was delivered on 7/29/2023. The order number is ***********, and the total is $103.19. I did not receive the package, even though they claimed that the package is delivered at my front door. The picture provided by the shipping company is blurry and does not have my apartment number on it. I contacted Zara a few times regarding this issue and they refused to refund it. I have attached the receipt and the picture taken by the shipping company.

• Initial Complaint

  Date:08/07/2023

  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.

  ORDER NO. *********** I had originally order these items and the ***** HOODED JOGGING TRACKSUIT BLACK came with only the hoodie and not the shorts. I have contacted Zara TWICE already asking for either the shorts or a refund. They asked me to return the hoodie and I told them I couldn't because I already had washed the item. They sent me a return label even after I told them I couldn't return the item. I have asked them to refund me for not receiving the missing item. They offered me free shipping!!! The tracksuit is not complete without the shorts. The tracksuit costed me *****. This is what they won't refund me! It's the warehouse fault for not shipping the missing item.

  Customer Answer

  Date: 09/01/2023

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

• Initial Complaint

  Date:08/07/2023

  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.

  Purchased a sweater from Zara in ******** on **************** tried to return the sweater with my receipt and a manager by the name of ***** was very rude and refused to give me my money back. The sweater had the exact same tags that were on the sweater when Zara sold me the sweater. There is supposed to be a tag sown into the sweater but this sweater did not have the tag sown in. I told ***** this several times and his response was " Yes it was, yes it was. Very unprofessional and rude. He accused me of lying and refused to give me my money back. He also proceeded to give me the online phone number and told me I could call and voice my opinion. This place is a joke. So disappointed. I shop here all the time but never again.

• Initial Complaint

  Date:07/31/2023

  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.

  Order#*********** Received a defective sandal, went to the store in ***************, they very poor customer service, they offer us an used one the leather been worn not clean, ended up we left without any help. This first impression for me and my wife

• Initial Complaint

  Date:07/31/2023

  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 recently made an online purchase of clothing and footwear items from Zara. Unfortunately, some of these items didn't fit me, so I followed Zara's return procedure to send them back. However, upon receiving the items, I received an email stating that one of the items was deemed to be in a worn condition, which was not the case as it doesn't fit me and was never worn.To my surprise, Zara unilaterally decided to recharge my credit card for that specific item after initially issuing a refund, and they sent the item back to me. Seeking resolution, I promptly contacted their customer service to explain the situation, assuming it was an honest mistake. Nevertheless, the customer representative informed me that the decision was made by the warehouse, and they were unable to intervene or rectify the situation.Despite my efforts, I was repeatedly told that there were no options available to resolve this unilateral and mistaken decision on their part, except to pursue legal action. I find this to be an unreasonable and frustrating response. All I want is to return the item I never wore and receive the refund that I'm rightfully owed.I kindly request that Zara allows me to send back the unworn item, ensuring that I receive the appropriate refund as per their return policy. Thank you for your attention to this issue.

• Initial Complaint

  Date:07/28/2023

  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 ***/Madame, Last year I bought some clothing on line fromZara USA store, I was not able to return them on time and lost over $500. This year I purchased clothing on line more than $500. I was ready to return items and have the e-ticket. I spoke to a gentleman from customer service who told me this am I can return the item and told me to go back to email.?I could not remember the password to my account and couldnt get into my account for **********************. I spoke to someone else again through customer serviccc we anc he told me I could returnnitrm but had wAs sending request to. Istomer servicd which was denied. I have been. As customer for many years and shop with ********************** every year. Boston proper just offered s one time courtesy to a friend. I was so depressed over loosing so much money last year and now this will send me into further depression. Cant they just offer a one time courtesy or credit or exchange. The items are not able to fit, cant they just offer a one time courtesy. I have been a loyal customer. One of the order number is ***********. Thanks ***********************