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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 USA

      750 Lexington Ave New York, NY 10022-1200

    • Zara USA

      1963 Broadway New York, NY 10023-5904

    • Zara USA

      100 Menlo Park Ste 500 Edison, NJ 08837-2488

    • Zara USA

      100 Menlo Park Ste 500 Edison, NJ 08837-2488

    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:03/04/2025

      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,

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

    • Initial Complaint

      Date:02/24/2025

      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 have made a purchase on 01/12/2025 of 21 items for my children. On 01/15/2025 AND 01/17/2025 some items was delivered. 1 item of mine still did not arrive (REF # ********* and I have been waiting since its estimated delivery date, which was suppose to be 01/15-16/2025 and nothing have arrived.I have been calling customer service from 01/23/2025 to 02/20/2025 and current and everyone I have spoke with told me "it's nothing they can do besides leave a note on my digital file so other representatives can/would be aware of my situation" I then asked for a refund for that 1 item and they refuse to give me my refund for that particular item. I then asked to speak to a supervisor and I was told by a representative name ****, "there is no one else I can talk to" Phone calls from 01/23/2025 to 02/20/2025 and current - I have been told my various customer service **** that I have to wait 48 hours to find out what's happening with my refund and no one ever contact me back within those 48hrs. When I call back 48hrs later, I'm told by another representative to wait 48hrs to get a update on my refund.When I wait ANOTHER 48hrs I call back and the representative tell me wait 48hrs and someone will contact me, and theb cycle goes on and on.I even went as far as waiting a week to get an update and no one ever called me or emailed me about my refund, so I call and again, I am told WAIT ANOTHER 48HRS TO GET A UPDATE. I just want my money back for 1 item and it seems to me I am not getting my refund, I am not getting my item I paid for, but I am getting a ton of excuses.

      Customer Answer

      Date: 03/21/2025

      Better Business Bureau:
      Hello,

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

      Sincerely,

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


    • Initial Complaint

      Date:02/23/2025

      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 place an online order in the amount $380.94. The package was scheduled for delivery on Tuesday, December 10th; however, it did not arrive as expected. Upon contacting customer service, I was informed that the tracking information was unavailable, and it was suspected that the package was lost. After following up with customer service on December 19th, I was advised that the package was indeed lost and that a refund would be processed. Unfortunately, I did not receive a confirmation of the refund. Subsequently, the package arrived a few days later. Due to the Christmas holiday and my travel schedule, I promptly returned the package on January 16th via *****I later received an email indicating that my return had been declined due to it being past the 30-day return window. I reached out to Zara's customer service to explain the situation regarding the lost package and the prior assurance of a refund. During this conversation, I spoke with a representative named ***, who reiterated that a refund would still be processed. Regrettably, I did not receive the refund, and the returned package was sent back to me. I attempted to resolve this matter once more, but the response I received indicated that there was nothing further that could be done. I requested that they accept my return in light of the shipping delays and the circumstances surrounding the lost package, but the call was unexpectedly terminated.

      Customer Answer

      Date: 03/21/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/23/2025

      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.
      I went to Zara in soho on 2/22/2025 I purchased some things & on the way out I was walking out with a crowd of people and the alarm rang but they only stopped me. I showed them my bag and began to tell them my receipt was in my phone . They said go through the other door & when I was outside both security came outside to get me, they were surrounding me and acting very hostile talking to me like I was trash , I told them what is the issue if they let me go already and they said put my bags down they want to search through everything even my other shopping bags and personal purse . I said no why are you guys embarrassing me Infront of all these people like this and they told me to shut up and took everything out my bags . They had all my other personal shopping items from other stores on the floor as well so disgusting and disrespectful. They were laughing in my face and calling me a thief and had all my other paid items on the floor, some items from Zara were paid but some werent scanned apparently. They held my purse with my money that I kept telling them to give me my money out of the purse because the purse was open and I had $100 bills in it the 3rd *** who they called down had the purse and kept talking to me calling me a thief and telling me to shut up and wait for ***ager. They were ended up really calling the cops and having me arrested for stealing . After I got out the precinct I realized that $300 was missing from my money . I feel so violated and emotionally disturbed.

      Customer Answer

      Date: 03/19/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/22/2025

      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 contacted Zara customer service about a return. They sent me a return label for a returns program that does not exist in my area. I attempted to make the return via all the usual carriers (tried at ****, **** and ****** but no one would take it. So I called back and they informed me that I'm now outside of the return windowfor a return they had already approved. Ridiculous. Will not shop again and urge other buyers to beware.

      Customer Answer

      Date: 03/19/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/21/2025

      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 purchased some items online for pick-up in the store. The items were ordered on 1/11/25 and was expected to arrive at the store on 1/21/25. I picked up the item on 1/18/25. It would make sense that the I have 30 days to return the item from the date of pick up not the date that I ordered it. How can I try something when I do not have it in hand yet?When I attempted to return two of the items , on 2/14 , I was told that they could not accept them even though all of the tags were still attached to the dresses and they were in the same condition as they were when I picked them up. I have contacted customer service several times and can not get connected to a supervisor. What kind of business is this that we can not be connected to a supevisor to escalate and issue? I would like a credit applied to my account for the amount of items back to my gift card. The items are a long satin effect halter dress for $23.96 and Satin Effect mini dress for *****. plus the applicable tax.

      Customer Answer

      Date: 03/17/2025

      Better Business Bureau:

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

      Sincerely,

      ****** ***

    • Initial Complaint

      Date:02/19/2025

      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.
      On 01/23/2025 I purchased an order online. I returned the items in 3 shipments with 3 labels provided by Zara. One of the shipments was lost and has not moved in over 2 weeks tracking wise. I cannot do much since it is not my label. Zara refuses to refund me or even listen. The items were two wool coats each 229$ each

      Customer Answer

      Date: 03/16/2025

      Better Business Bureau:

      At this time, I have not been contacted by Zara USA regarding complaint ID ********. However I contacted Zara again as my package of returns is now marked delivered on *** and they stated they will not be refunding me. 

      Sincerely,

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

    Zara USA is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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