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:03/14/2023

  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 returned an order #*********** to Zara and they did not refund me fully.

  Customer Answer

  Date: 04/08/2023

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

• Initial Complaint

  Date:03/14/2023

  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 order NO. *********** on December 28th 2022. On the 6th of January 2023 two items from my order were delivered both being earrings. However upon opening my package the next day I found earrings were damaged upon arrival. One pair was missing a stone and the other merely had some of the gold finish tarnished and I thought maybe I would keep that pair so I immediately reached out to zara and informed them of the pair with the missing stone. The associate apologized and issued me with a return label to send it back. However I later decided yo return the other pair as well because I feared the tarnishing would only get worse. Mind you both are still sealed with plastic tie and cardboard they arrived in as I never removed them from the packaging. So I mailed them back and then I receive an email from zara saying they will be returned to me as they are not in original condition so they must have been worn. I dont understand this as I immediately informed them upon arrival and I included a picture for proof to the agent. Furthermore as stated they were never even removed from the packaging so how could they have been worn. I have tried numerous times to contact zara with regards to this matter and they give me a standard response about their products being of great quality and this cannot be the case despite me providing proof.

  Customer Answer

  Date: 04/07/2023

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

• Initial Complaint

  Date:03/13/2023

  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.

  This company has been holding my money for product that I did not receive. This has been going on since December 17th, I was told to cancel my claim with PayPal before a refund would be given. Nothing and ******* going into April. I just want my $49.90

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  Not did they issue me a refund for product I did not receive.contacted them numerous times.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:03/13/2023

  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.

  On 1/23/2023, I received the final of my shipments (order was sent in 3 boxes) from ******** (Order # ***********). Upon opening the box, I noticed that there was an odor coming from one of the jackets (fishy, smelled like fake leather than had gone bad or fishy body odor) and put the jacket to the side. After trying on the remainder of the order, I requested a return for $265.72 worth of items, including said jacket. I also requested two shipping labels to send the jacket separately, but was only sent one. Nonetheless, I packaged all of the items and sent them out on 2/9/2023, well within the 30-day return period.On 2/23/2023, I realized that I had not received an update on my refund and contacted customer service via chat box. The representative told me that all of the items returned were rejected due to smell of body odor and spices. I attempted to explain the above information, and told them that the smell from the jacket likely spread to the other items in the box, and that I had tried to ship them separately but was consistently only sent one shipping label, but was told nothing could be done and that the items would be sent back to me. I called on 2/24/2023, and received a case # (*********) for my return complaint. I was told that I would be contacted within 48 hours via email with an update. On 2/26/2023 I called for an update and was told a decision had not been made. The same on 2/27/2023, with still no email. On 3/3/2023, I received an email from *** stating that the items were being shipped back to me, again with no email update from Zara. I immediately called Zara and was told that nothing could be done until I received the returned items.I re-received the items on 3/4/2023 and called again the morning of 3/6/2023. I explained the full situation to the customer service representative, and a new case was opened (Case # *********). On 3/7/2023, Zara contacted me saying they were unwilling to refund the amount, despite it being no fault but theirs.

• Initial Complaint

  Date:03/09/2023

  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.

  This is a complaint against Zara ******************************************************** Phone : ********** On the 12//27/2022 Ive returned an item at the physical store on the amount of $59.99 receipt number : ************ , transaction number ****** within a 30 days refund process and as of today already passed 71 days Im still waiting the refund get back to my bank account .*** tried contacted the customer service several time . The last time Ive reached them was on the 1st of March 2023 to follow up on my refund but no further action wasnt taken , I also have a case number that was given me ********* **************** phone number *********** .I have both receipts

• Initial Complaint

  Date:03/07/2023

  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.

  On 2/24/2023 I visited the ************* store. I purchased SEVERAL items for my grandson. The cashier rang up the items and I left quickly as parking is an issue in **. I didn't realize I needed to be checking for them ringing up incorrect prices. When I returned home the next day to ************** I noticed on the receipt that they had overcharged me for a pair of shoes. The ticket shoes $29.90 but they rang up $55.90. I contacted them immediately and even had them escalate the case. Every time they reached back out to me, they ADMITTED it was a "human error' on THEIR part (email will be attached to this complaint showing they're admitting this) but that since I did not say anything at the time that it was rung up it is my fault. All I am asking is for the difference to be refunded or at the very least a store credit be issued for the difference of $27.56. I know many places have issues with wrong prices ringing up but to admit it is their fault and refuse to fix this is not an ethical business practice for any retail establishment.

  Customer Answer

  Date: 04/01/2023

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

• Initial Complaint

  Date:03/06/2023

  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.

  Backpack was falsely advertised with the wrong dimensions, screenshots of the bag received and the website listing are attached.Zara needs to replace the bag with the proper one, they can not lie to the customer like this- this bag is nowhere close to the promised dimensions and is a "mini" backpack rather than a proper backpack. Shipping was already delayed enough as is.

  Customer Answer

  Date: 03/30/2023

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

• Initial Complaint

  Date:03/03/2023

  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.

  Zara sent me a wrong skort and request me to return it by myself. The skort is in wrong style wrong color and wrong size, and the one that I ordered is out of stock now. So I doubt that they just randomly sent something because of there lack of product. The post office is far away and is in dangerous region so I request a refund without returning since it is not my fault and I have nothing to do with a skort in wrong size. But the online agent respond rudely and repeatedly saying it is impossible.

• Initial Complaint

  Date:03/03/2023

  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 returned an online purchase to Zara using a return label that was generated by Zara and paid for by myself. I used this pre-paid label to ship my order back. When Zara received my return, they did not issue a refund or credit for my purchase and did not contact me at all. I reached out to them, and their Sales Representative stated that although I generated the label and they received the products back, they would not be issuing me a refund for the items because of the return window. They said they may offer to ship back to be the items I purchased, but said someone would reach out later. No one ever called me or emailed with this offer, and I reached back out ~1 month later to get an update. They already had received by return and put all of the merchandise back into their inventory, are not offering any type of credit/refund, and I would just have to lose out on $500 of returned items. I asked for this to be escalated to a supervisor, but they did not have a supervisor contact me. $500 of returned merchandise with no customer service resolution is unacceptable. Because they gave me the run-around for so long, I can't even file a charge back request with my credit card company. I'm seeking a credit or refund for the merchandise that was received back to Zara.

  Customer Answer

  Date: 03/27/2023

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

• Initial Complaint

  Date:03/02/2023

  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 purchased a sweater from Zara.com in Dec 2022. I tried it on once after receiving it, and didn't like the texture so put it back in the box to return. Later I received an email from their customer service department saying that the return was not accepted. I'm sure I returned the sweater in the exact same condition as I received it, and I did check the tags on the neck to make sure that they were attached. But they insisted that there were some other tags missing which I didn't even know exist. To me, it makes no sense to have customers pay for these issues when the merchant doesn't do a thorough check before shipping the items. So I reached out to the online customer service several times, but kept getting the same robotic responses with no solution at all. One of them even cut me off without me finishing my questions. I hope this platform could help and I would like to request a refund. Thanks!