ComplaintsforZara USA
Clothing
Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
07/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have made a return for a dress I purchased from ZARA on July 21st. The return receipt No. is *********. In this return I retuned a dress "Pearl **** knit mini dress". That dress I return was intended for an in-store purchase I made on Jun 27th, order Number ****************************** The purchased price for the dress is $39.68. However, Zara refunded another dress for this return. Zara only refunded me for $14.32 because they refunded order No. *********** instead of the order No. ****************************** On July 21, I did not even received the item for No. *********** (the item for this order only arrived in store on July 24th and up to the date I made this compliant I still haven't picked it up). How can I returned a dress I have not received yet? I filed a customer compliant case with ********************** right away when I realized they refunded me the wrong item and wrong price. Zara promised to resolve the case in 48 hours, but I did not received any updates so far. I request Zara to fix this issue and refunded me the $25.36 difference for this wrong return.Customer response
07/26/2024
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
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Zara provides an incorrect return policy online. The return policy online states the following:CONDITIONS TO COMPLETE A RETURN The return must be handled within the established period: Online purchase: you have 30 days from the shipment date of your order.However, the manager at the *************, ** location wont accept returns after 30 days from the purchase date.Customer response
07/18/2024
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I'm having an issue with an online order from Zara. I returned an order on April 05, their app shows they received my return package on 04/11, but as of 05/06, I still haven't received any refund and haven't received any email regarding my return. When I reached out to Zara customer service, I was informed that they received an empty box and the items were not included, which is why they didn't issue a refund. They claimed they didn't need to inform me about this and refused to help further. I provided them with the receipt from the post office, which clearly indicates the package's weight as 1 lb. 11 oz, but they still insist on refusing to help. Even when I requested to speak with a manager, they replied that it's not possible. This situation is frustrating and I feel like I'm being brushed off despite providing evidence. The return method through the post office is provided by them; they should take responsibility for this. This is unacceptable. I've already paid for the item, and they are now my assets. It's incredibly disrespectful to treat a customer this way.Customer response
07/01/2024
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
06/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed order #*********** which was supposed to be delivered on Thursday, Mat 30th. When my item didn't arrive on Thursday, I tracked it and seen that it stated "attempted delivery". I live in an apt. community in which there is a call box for delivery drivers to use to dial residents to be let into the building. I did not receive one call so I knew delivery was not attempted. Because of this I reached out to Zara customer service. I explained what occurred and gave the representative my gate code to which she informed me would be provided to the delivery service. The next day the same thing occurred. I tracked and saw another "delivery attempted". I was pretty upset at this point, but I reached back out to Zara customer service and explained the whole process again. I provided my gate code again. I also asked as a courtesy can I be refunded because of the delay although I still wanted my item. The customer service agent talked in circles but basically said that Zara would do their best to assist me, and I'd hear something in ***** hours via email. I have not received any communication and on top of that, I tracked my package again yesterday and it now states "return to sender".Customer response
07/01/2024
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
06/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On 5/27/24 I purchased two items from the Zara website. When I received the items yesterday one of the items which I paid $29.95 for had a sticker on the tag that stated the price was $17.95. I attempted to call customer service to adjust the price and they refused even when I stated that they must honor the price on the tag.Initial Complaint
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I returned clothes to Zara the first of January and they noted receiving the items on January 8 and said they would issue a refund to the original payment.The first of May I checked with my bank, ******* credit union and they never refunded my money. I contacted Zara on May 1 and was told they would have to send to management. They emailed me in May 6 and ask me to call them, they wanted to refund my money through ***** instead of my bank. I declined that and ask for a check for my refund. I got another email on May 8 asking me to call them again. They said they would send my refund check request to the proper department and it has been over 4 weeks which they said I should receive it by. I contacted on June 1 because they said I would receive an email when the check was and I never did and still havent received a refund check from them. They told me on June 1 to wait a few more weeks. The refund about is $235.97.I would like assistance in getting my money back asap.Customer response
07/01/2024
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
No and I never received my refund check either.
********************** **** ******* ******* ****Initial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was in store trying to exchange the same item just for a different size because the original size was too small. I try to exchange the women tells me she cant for some reason (although *** never had an issue) we go back and forth and she confirms with me if I return this then the amount of the dress which was $89.90+ tax, will be returned to the gift card that I paid with originally. And it will be an easy buy since it will be an even exchange on the gift card. So I continued to return the dress after confirming and being told that $89.90 would be sent back to the gift card so I can purchase the dress easily since they for some unfortunate reason were unable to exchange it for me. I call zaras customer service to figure out my balance on the card. They tell me its $45.50 sent back to my gift card and $45.50 sent back on an AMEX that I used to cover the balance of the rest of the original shppping cart which was then $25 extra. So I am incredibly unhappy that money was not fully sent or the dresss amount to my gift card and half was sent to the Amex. So when I have to purchase now I am unable to do it solely through the gift card but now have to effect my credit card and credit score even further. Please advise.Customer response
06/30/2024
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]
I contacted them over the phone but all they said was this is their policy although they dont state that anywhere
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********
Customer response
07/26/2024
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
Sincerely,
***********Initial Complaint
06/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a shirt from Zara and did not like the fit of the item. So, I try to return the item on 6/4/2024 and found out that I purchased it on 5/3/2024. And was I was told it was past the return window by one day and would have to speak to the Manager. The Manager came out to over look the item and the receipt for 5 minutes to tell me he can not return the item. I ask if I would be able to exchange it for another item in the store and was told no. The return policy is for 30 days and that was yesterday. I began to ask what am I supposed to do with an item that does not fit on nor do I want. And he repeated that the return policy is 30 days. So I ask him why did he waste time looking at the skirt when you were not going to return it and he said to see if it was in good shape. I never wear the the item and it has been in the bag since I purchased it. Other store give you a merchandise credit or exchange for something else. This return policy is unfair and it was only one day after. I waste money on something I will never use or want!!!Customer response
06/30/2024
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
Sincerely,
*****************Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed two orders ***********, *********** and filed a return for both of them using one return label. These were two big orders totaling around $500-$600. I returned the items with the label used via a drop box as I dont live near a shipping location, and have yet to recieve my refund. It has been multiple weeks and I havent gotten refunded for refunding the entirety of both orders, please refund me as I no longer have the items.Initial Complaint
06/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Returned an item, received a confirmation email that the item was returned but Zara never issued a refund.
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Customer Complaints Summary
617 total complaints in the last 3 years.
255 complaints closed in the last 12 months.