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Business Profile

Boutiques

Zara

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Boutiques.

Complaints

This profile includes complaints for Zara's headquarters and its corporate-owned locations. To view all corporate locations, see

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Zara has 2 locations, listed below.

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    • Zara

      3251 20th Ave San Francisco, CA 94132

    • Zara

      20th ave 3251 San Francisco, CA 94142

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/18/2025

      Type:Delivery 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 purchased these items on December 4th, the original shipping date was supposed to be December 13th-14th, without providing me with updates they sent an email on the 17th saying it was delivered. They provided me with no shipping updates that my items would arrive on the 17th and continued to delay the shipment. It was only until the 17th I got a email saying my order has been delivered. It was marked as delivered, but they were incorrect. When I returned from my trip the packages were not there. I contacted them multiple times and I was unable to get a response until the 31st as they notified me that I was unable to receive an exchange or even a refund. It was not successfully delivered as I did not receive my package. Even still now the out for delivery and delivered to customer has not had an update. All it still says is out with the courier. How am I supposed to know when is the new delivery date when they are making it unclear and not updating me when this new information. This has ruined my credit and I have gotten completely no help from them whatsoever, when I believe they are in the wrong. I am forced to pay this amount when I did not get the clothing items, and it has been hurting my credit. Just to clarify as well, this was an online order.

    • Initial Complaint

      Date:03/17/2025

      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 was charged for an item I did not receive the the company will not call me back or refund the improper charge.

    • Initial Complaint

      Date:03/14/2024

      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.
      On 02/13/2024, I purchased a coat through Zara's store in ******************* in *************, **. The salesperson ordered the item online because they didn't have the color I wanted in-store. The order # is *********** in the amount $76.02 and I paid with a credit card.I got an email from Zara on 2/17/2024 stating my order was cancelled. No other information was provided.Got another email from Zara on 2/19/2024 saying I should call them regarding my cancelled order.I called them on 2/22/2024 requesting for a refund via check. They claim they cannot refund the same credit card I used for the purchase which was really odd. There was another option available but I could not understand the person clearly.Got another email from Zara on 2/24/2024 asking me to call them again about the order.Feeling unsure about whether the email I got was a hoax or for real, I went to the same retail store where I ordered the item in question on 3/2/2024. Spoke with the assistant manager and asked why they cannot refund the same amount I paid and she said they cannot do it and I have to talk to customer service. I called their customer service while the manager was next to me. I asked again why they cannot refund my credit card directly and they just said the only option is via check or thru Zelle. I also learned the check was not mailed to me. So this time I chose the Zelle option. To this day, 3/14/2024, I still have not received the refund. I called again today 3/14/2024 and spoke with a rep named "******" (who will not give an employee number) to follow-up. I learned they have not sent my refund and it will take 4-5 weeks which is absurd as ***** takes seconds to process.Zara is deliberately delaying my refund and I demand they reimburse me right away, whether thru my credit card or Zelle. This is totally unacceptable.Thank you for your assistance on the matter.*******************

    Zara is NOT a BBB Accredited Business.

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