Clothing
Zara USAHeadquarters
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Complaint Details
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Initial Complaint
01/02/2025
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have been calling Zara regarding my purchase since 12/17/24. I expressed to them that I received 1 item and did not receive my other items which happened to be in a separate package. I was very clear and thorough with the *** that I spoke to. She said ***orted all the information & and that it will take ***** hours to review. It took a little longer & I received an email stating that I have an option to be refunded. The email did not state what I was being refunded. I called in to get clarity they refunded me for the item that I received ! I explained again that I received the item which was perfume but not my second package which was clothing . I even asked the *** to put on a complaint in on 12/23/24. I asked to speak to a supervisor he stated hes not able to transfer me to a supervisor and that he didnt have reason why. (Very unprofessional) . He claimed to put in my complaint and once again I have to wait another ***** hours for my issue to be reviewed regarding the items I didnt receive. I called back on 12/26/24 no update . The *** I spoke to this time stated she was going to escalate this matter again. I called back again on 12/30/24 the *** I spoke to was clearly confused as the previous ***s no seems to know how to help me nor tell me why I cant speak or a supervisor. I asked Thai *** if he sees the notes and if a complaint was filed on 12/23 he said no I asked him again do you see that Ive called in regarding this Ive asked for it be escalated Ive for a complaint to be escalated he said. I then asked again if I can speak to a supervisor he said no he is the one handling it but he could not provide me his title and stated if I speak to a supervisor they will tell me the same thing. I asked again he said no again and when I asked why he stated I just cant I asked how can I contact cooperate to file a complaint he told me he will check and put me on hold he came back to the phone and stated that information is private.Initial Complaint
12/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am writing to express concerns regarding several items from my recent purchases, specifically related to the orders with the numbers ***********, ***********, ***********, ***********, ***********, and ***********. Despite my efforts to initiate returns within the designated deadline due to fit and quality issues, I have faced challenges in exchanging these items, but last year when I went to the ********************** Zara store, I was informed that corporate can make a one-time exception The faux leather trench coat felt unusually rough to the touch, and the quality of the dress and pants did not meet the standards I expected based on Zara's descriptions. Unfortunately, I was not allowed to exchange these items at the time of my return attempt.Given these circumstances, I kindly request in-store credit equivalent to the lowest selling price of these items. This credit would enable me to select products that better meet my expectations and needs.I appreciate your prompt attention to this matter and look forward to a resolution that underscores Zara's commitment for long term customer satisfaction Best regards,Initial Complaint
12/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered a pair shoes from Zara online on 12/23/24 at 8:30 am for $85.89 and paid using Afterpay. ORDER NO. ***********. On the same day at 4:30 pm I received an email stating the order was on its way and left the warehouse. On 12/24/24 at 5 am I received an email that order was to be delivered that day. At 8:40 pm, I received an email the item was delivered at 7pm. I checked the tracking information that Zara provided with sonic transportation and logistics with tracking number ZAR286806618. I reviewed security cameras and checked around the home and the order Was not delivered. ****** reviews reveal that this delivery company has several negative Complaints of not delivering packages from Zara. ********************************************************************************************************************************************************************************* I contacted Zara on 12/25/24 to notify of not receiving the delivery and to resend my item or refund my order. The agent did not address the issue . I want a refund or the item redelivered to their store for pick up.Initial Complaint
12/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I didnt receive below screenshotted items and Zara still didnt issue a refund. I keep contacting Zara cs only to be told theyre working on the case right now Id like refund for the missing itemsInitial Complaint
12/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased goods from Zara 11/1.Paid using ****** $991.50.Received confirmation email order placed.On 11/4 received email from Zara problem processing payment please make payment to prevent cancellation****** showed payment processed and came out my account.Called ********************** they stated dont show it and of did process will fall off.Paid again $991.50 through ****** 11/4/24 Called Zara to confirm received this time Representative ***** stated not seeing 11/4 payment but can see 11/1 payment processed. Request a resolution and to be refunded was advised call back 48 hours.I waited 7 days never received call back and payment never fell off. I submitted all the proof to Zara and still no call back 30 days later. I have since returned the goods and Zara refused to refund me.Notified ****** paid 2x. Proof and evidence they see the 2 payments and only one order received.****** refunded duplicate payment.Zara is holding my refund for returned goods from original payment hostage because I filed a dispute for the duplicate payment which I gave them plenty of time to correct and they refuse to do so. Zara has their goods and now only owe me $941.50 since my bank refunded the duplicate $991.50.Customer response
01/07/2025
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
I am still owed for a double charge and full refund for the items returned. Total $1932.50.Sincerely,
****** *****Initial Complaint
12/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Transaction was dated 12/4 and I paid the business $37.10. The business promised to deliver to me a skirt that I had purchased. They emailed me that it was shipped/"on way to courier". I received a *** email about my package saying that a label was created but *** was not in possession of the item. It has said *** is not in possession of the item for a week now, and I have spoken with *** customer service agents who have confirmed that they never received the item. I have spoken with two Zara customer service representatives, ******* and *******, whose solutions have just been to wait for the package to arrive despite me telling them that *** does not have it. I have asked for a refund but there have been no attempts on their end to resolve the issue besides telling me to wait. I filed a dispute for the transaction with my bank in order to attempt to receive my money back.Customer response
01/06/2025
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
Sincerely,
***** *****Initial Complaint
12/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I sent four items back for a return. One of the items was not accepted because it was "worn". I never wore the item. I tried it on for 5 minutes at home, then folded it back up and put it in the original packaging. This is fraud.Customer response
01/06/2025
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]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *******
Initial Complaint
12/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hello, I bought a sweater at the Zara store in ********, **. After trying it on the seams completely ripped and I took it to return the following week which was 2 days ago. The associate told me that I was unable to return the sweater because its damaged. Although it is Zara who sold me a poorly made sweater that ripped when trying on for the first time. The associate insinuated that I was lying and wore the sweater several times and said there were lint *****. The associate and manager's handling of this issue was completely incompetent and unacceptable. I have never seen a store handle an issue this way in the *************. I contacted Zara several times after and was told there was no resolution. I am now reaching out to you as I am very very disturbed by how Zara handled it and their lack of customer service skills. They did not even give me a receipt for the sweater, only the gift card I purchased at the same time and I have attached a picture of the receipt I was given below. The sweater I purchased was ***** plus tax. Thank you for your help. Item is : BASIC KNIT SWEATER $ ***** ******************************************************************************************************Customer response
01/03/2025
Better Business Bureau:
At this time, I have not been contacted by Zara USA regarding complaint ID ********.
Sincerely,
******* ********Initial Complaint
12/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
A family member made an online purchase and returned it in store with the remaining balance placed on to a physical gift card. I was given the gift card as a gift but it was inactive and expired. I called Zara Customer Support 11/29/24 and a representative collected all of my information and told me they would pass along the issue to the appropriate department and I would hear back in ***** hours. I did not receive a response via phone or email so I called again 12/3/24 and went through the same process. I received a call 12/8/24 at 9:35am from a Zara representative saying the gift card was activated and would be extended for use until 1/6/25, although it did not work when trying to make an online purchase on 12/8/24. I tried activating it again online with all of the appropriate information, to no avail. I called Zara Customer Support again and this representative was very dismissive; she did not attempt to read the notes on this case or provide any help. She immediate tried to defer me to resolve the issue in-store or through the Zara Chat system, which is what I eventually had to do since she refused to help me. I would just like to be able to access the money on the gift card by the date the Zara representative specified (1/6/25) or if another gift card (physical or virtual) with the corresponding amount can be reissued with the same expiration date.The case number is *********Customer response
01/03/2025
Better Business Bureau:
At this time, my complaint, ID ******** regarding Zara USA has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***** ******Initial Complaint
12/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made 3 online purchases November 4 and 5, 2024. Received my orders and had to return a number of items. I followed the return process and am able to see thru my online account that the business has received my return items on Nov 15, 2024, yet they have not issued my refund. I have called to follow up a number of times (6 at least) and been told it is being investigated, and that I will hear back from someone in ***** hours. Each time, I hear from no one and my refund has not been processed. I have asked to speak to a supervisor/manager and been told that they will request a call back, but it is up to the manager as to whether they will call back. The business received my return items in a timely manner and continues to keep my money. The amount of the return with taxes is $611.56. My case number is *********Customer response
01/04/2025
Better Business Bureau:
At this time, my complaint, ID ******** regarding Zara USA has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
***** ****
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Customer Complaints Summary
769 total complaints in the last 3 years.
295 complaints closed in the last 12 months.
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