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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

      700 N Michigan Ave # 1 Chicago, IL 60611-7773

    • Zara

      1611 Van Buren Road Easton, PA 18045

    • Zara

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

    • Zara

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

    Customer Complaints Summary

    • 826 total complaints in the last 3 years.
    • 332 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:03/16/2025

      Type:Sales and Advertising 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 March 17, 2025 I purchased a dress from Zara. The price tag on the dress stated it was $*****. However, after checking out, I noticed I was charged $35.90. Upon bringing this to the stores attention, two associates stated that the manager will not authorize a price adjustment and other customers have had the same issue. According to MD law, Consumers have the right to be informed of the correct price of a product before making a purchase. Here, I was not informed of the increased price before making the purchase. Thus, violating this consumer protection ********, Retailers cannot mislead consumers with pricing, and charging more than the advertised price is a violation. Here the price tag stated the dress was $*****. However, I was charged $35.90. Thus, violating this consumer protection law.Further, If a pricing error is discovered after purchase, consumers may be entitled to a refund or to pay the difference if the error was in their favor. here, I was issued a refund. However, I am also entitled to the price adjustment from $35.90 to *****. Two store associates stated that the manager is not issuing price adjustments for incorrect pricing to customers thus violating this consumer protection law. Moreover, Consumers are entitled to pay the lowest advertised price or the lowest retail price listed on the item. Here the advertise price was $*****. However, I was charged $35.90 thus the store violated this consumer law by charging me $35.90 instead of the price of $*****.Lastly, If a retailer makes a mistake and the actual price is more than the price displayed, the consumer must be told the correct price before paying. here, I was never told of the increased pricing instead, I discovered it after looking at my receipt.

    • Initial Complaint

      Date:03/16/2025

      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 recently visited Zara to return an item I had purchased. The store now issues only digital receipts, and unfortunately, I never received mine. At the store, despite providing my phone number and payment card details, they couldnt locate my receipt. They informed me that without the receipt, they couldnt process a refund and would not offer store credit, suggesting I contact customer service for further assistance. I declined, expressing my desire for a refund, especially given the items significant cost. The manager at the **************** refused to assist further. After leaving the store, I photographed the item and contacted customer service. They mentioned it would take 24 to 48 hours to locate the receipt and, once found, they would email it to me, after which Id need to return to the store for the refund. I find this process unacceptable, as it assumes all customers can access digital receipts without issues. What if there are technical problems preventing receipt delivery? The ******** has my money and refuses to issue a refund They should not be able to issue only digital receipts Customers should not have to track down receipts before they can receive their refund

    • 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:03/15/2025

      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 a package containing six items via **** on January 29th, yet Ive only been refunded for only part (i.e., four) of them. I am sure I placed all six items in the same box and have a receipt documenting the shipment. Zaras investigation indicates the box arrived in perfect condition, but they still claim no record of receiving the remaining two items. Because my shipping receipt shows the packages total weight (2lb ***** oz), it should confirm that all six items were included. However, the company claims they never received the remaining two items. I have tried contacting customer service multiple times (email, chat, and phone), but they maintain no record of receiving the missing items. As a result, Ive been charged for two items I no longer possess.Details:Purchase date: January 7, 2023 (online, ****** total)Total amount not refunded: $68.76 (two items not refunded)I would appreciate any assistance from the BBB in resolving this matter and obtaining a full refund for the two unrefunded items.

    • Initial Complaint

      Date:03/14/2025

      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.
      ON 11/29/24 purchased 2puffer jackets online for y granddaughters christmas gift using credit card .On 1/17/25 the zipper on the coat got damaged and requested and paid ***** with a **** return label sent by Zara customer service on 1/21/25 .The next day tookit to the postnet store on ***************** . UNTIL today I have not received the coat or a refund after numerous documented calls and Clearance for **** REF #******** that it was delivered to the 3 rd party warehouse 1/28/25. Last contact with zara customer service 2/26/25 case no ********* each time telling me its been escalated and I must wait 48 HOURS for response that never comes. Iwould like a refund $100 coat cost and zipper repair *****.

    • 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.

    Zara USA is NOT a BBB Accredited Business.

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