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Business Profile

Clothing

Zara USA

Headquarters

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 121 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

      5085 Westheimer Rd The Galleria Mall Houston, TX 77056-5673

    • Zara

      3333 Bristol St Ste 2848 Costa Mesa, CA 92626-1820

    • Zara

      1440 Annapolis Rd Annapolis, MD 21401

    • Zara USA, Inc.

      3200 Las Vegas Blvd S Las Vegas, NV 89109-2612

    Customer Complaints Summary

    • 820 total complaints in the last 3 years.
    • 326 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:03/17/2025

      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 return some shoes through ***** to Zara this was return on 03/06/2025 My refund has not been processed and turned to my account it arrived at their warehouse and I still have not got my refund 1. Order # ***********

    • Initial Complaint

      Date:03/15/2025

      Type:Order 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.
      date of transaction: 3/11/2025 amount paid per shirt: $12.90 cost on the tag of each shirt upon arrival: $10.90 i was price gouged by zara, +$2 per shirt. the price was clearly stated online as $12.90 for each item, but when all 3 shirts arrived the tags states $10.90 per shirt. i attempted to contact zara for a refund of the difference and was told by a *** named **** on 3/15/2025 at 1:49 pm MST that it was a human mistake, and an internal tagging error. they left the old price from 2024 and that no refunds would be made because the price is correct.

      Customer Answer

      Date: 04/09/2025

      Better Business Bureau:

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

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:03/09/2025

      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.
      Sent the wrong size in pants (extremely large in comparison to the other pants- same style- different color. The pants I want to return could fit two of me in them.The company will not issue a return label.

    • Initial Complaint

      Date:03/06/2025

      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 am filing a complaint regarding an excessive refund delay with Zara. I made a purchase of $76.30 on December 26, 2024, and returned the item on January 4, 2025. Per Zaras refund policy, I should have received my refund within 14 days. However, as of March 5, 2025, I have yet to receive itmeaning I have been waiting for over two months, far beyond the promised timeframe.Despite multiple attempts to resolve this issue with Zaras customer service since January 4, they have failed to provide a clear resolution. Instead, they created five separate case IDs, the most recent being #*********. The customer service agent refused to email me records of my interactions with customer service and instead directed me to rely on automatically recorded conversations. This lack of transparency and accountability constitutes an unfair business practice and a violation of consumer protection laws.Given the unreasonable delay and the inconvenience caused, I am requesting an immediate refund of $76.30 as well as appropriate compensation for the prolonged wait and the time I have spent repeatedly following up on this matter.I kindly seek the agencys assistance in ensuring that Zara processes my refund promptly, along with reasonable compensation for their failure to adhere to their stated refund policy. I have attached relevant documents, for instance my receipt for your handling .Thank you for your time and attention to this matter. I appreciate your support and look forward to your ************* regards,

    • Initial Complaint

      Date:03/05/2025

      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 went into Zara store at ******************. I spent about 15 minutes walking around the store finding possible outfits for an upcoming event. I went to dressing room with a friend. Dressing rooms had no signs posted that they were not open. I decided to go to a larger dressing room where again there was no signs posted that it was closed. I was in the middle of changing, at this point I had no clothes on at all. A worker proceeded to purposely fully open the curtain as I am fully naked. Then proceeded to scold me and call me a girl and and asked how I got to the dressing room. As she is saying this curtain is open and I am covering myself with my arms. She proceeded to explain that the dressing room was for strollers only, there was no signage that stated this. Employee did not apologize. I immediately got dressed and could not try on clothes further because I was so uncomfortable. I proceeded to leave dressing room where she scolded me again to put my discard clothes on the rack. I later went back to the store and got the name of the employee ******. I contacted Zara to file a complaint but I have heard nothing.

      Customer Answer

      Date: 03/31/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:03/04/2025

      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 returned 4 items to Zara via mail at *****. I used the shipping label they provided to me and they claim they never received it. I have the receipt showing proof that I dropped it off at ***** with thier tracking number they provided to me. They will not refund me despite contacting them several times. This is a horrible company that commits fraud. I have been a Zara customer for over 15 years now. I have attached the receipt showing the tracking number and the date I dropped it off.

    • Initial Complaint

      Date:03/04/2025

      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.
      Lets talk about customer service. I returned items unworn, tagged, and in perfect conditionone of which I didnt even try on due to the fabric. After multiple assurances that Id receive a refund, I was suddenly told the items were returned damaged. When they were sent back to me, they arrived exactly as I had originally returned themuntouched and still **********, after trying to ship them back again, Im being told its past the 30-day return window and that I wont receive a return label or refund because the items are "damaged," which is completely untrue. This has been the worst experiencefrustrating, misleading policies, and condescending customer support.

      Customer Answer

      Date: 03/29/2025

      Better Business Bureau:

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

      Sincerely,

      ***** *****-*****

    • Initial Complaint

      Date:03/04/2025

      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 shipped multiple returns back at the same backage i returned 14 items and i only got refund for 12 of them i contacted the customer service Saturday 1 of march and i asked why i didn't get my whole refund he told me to wait 24 to 48 hours all items showing that they was delivered to us and we will process the rest of the refund i waited 48 hours i didn't get a refund for the 2 items . i called zara customer service agine in march 3 they said no we only received 12 items, and we refund what we received im sure that i shipped back 14 items by *** tracking number is ******************  orders number that i didn't get refund for *********** and *********** ,. I'm really disappointed i spend so much money with them every year there been known of doing that it was not the first time i need investigation and i need my money back .

    • Initial Complaint

      Date:02/27/2025

      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.
      On February 12th, I returned 18 items to Zara using their prepaid return labels, shipping them in three separate packages (Return Number *************). Tracking information confirmed delivery of all three packages on February 17th. I received partial refunds for 15 items, which were contained in two of the packages. However, three items, all contained within the package with tracking number ending in ****, were not refunded. Despite providing **** receipts with weight information and verifiable delivery confirmation, Zara refused to issue refunds for these three items. They acknowledged the package was delivered in good condition, yet claimed the items were not received, and refused to provide any supporting evidence for their claim. This demonstrates a clear refusal to honor their return policy and a complete lack of customer service. I am filing this complaint to seek a resolution for the unjustified denial of my rightful refunds.

      Customer Answer

      Date: 03/24/2025

      Better Business Bureau:

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

      Sincerely,
      ****** ****

    • Initial Complaint

      Date:02/25/2025

      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.
      Dear Better Business Bureau,I am writing to file a formal complaint against Zara regarding a recent issue I experienced with their online return process and customer service. I purchased an item online, which I received on January 28. According to Zaras return policy at the time of purchase, I understood that the return window was 30 days, meaning I should have been able to return the item until February 27. However, I was informed that the return window closed on February 24, which contradicts the expected 30-day return policy.I attempted to return the item on February 24, but the system would not allow me to process the return. I called Zaras customer service today for assistance, only to be told that the return for order number ***********, with a total amount of $61.25, would not be accepted. **************** was unable to provide any resolution, and I was left frustrated and dissatisfied.This situation is unacceptable, as I believe I am within my rights to return the item under the 30-day return policy. I am requesting your assistance in resolving this issue, as Zara has not honored its return policy or provided adequate support to address my concerns.Please contact me if you require any additional information.Sincerely,*******

      Customer Answer

      Date: 03/26/2025

      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.

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