Complaints

This profile includes complaints for Zara USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Zara USA

  500 5th Ave Ste 400 New York, NY 10110-0499

• 

  Zara

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

• 

  Zara

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

• 

  Zara

  700 N Michigan Ave # 1 Chicago, IL 60611

• 

  Zara

  1440 Annapolis Rd Annapolis, MD 21401

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.

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 ordered a pair of shorts on May 9, 2023. They did not fit, started a return one week after ordering, almost same day as receiving them. All tags are still attached, and the shorts were returned in the original package. Zara has refused to accept the return first saying they had stains, then via ******** saying I wore them. I couldnt even button the shorts let alone wear them. I provided pictures proving no staining, all tags still on and they still say I wore the clothes. Per ******** this is a very regular practice, thousands of horrible experiences just like mine.

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 made a purchase on the Zara website on May 19, 2023 in the amount $842.10 for 12 items. I was informed I would receive the package within a week's time. Then, the delivery date was changed to Tues/Wednesday, May 31. When the delivery wasn't received I tracked the package, which currently still says "Being Processed", May 19. I immediately called Zara customer service on June 1, 2023 and was told by the representative to wait ***** hours to allow for the system to update and provide more info. I complied. I called again after the 48 hours and was told the same thing by another Zara representative. I was upset, but complied. I received an email from Zara on June 8 providing me with a case number and they are working to resolve the issue. I also received another email on the same date, stating they are working on my order and that the next estimated delivery date will be within 24 to 48 hours. I waited an compiled. After this time period was up, I gave them an extra day, and called back. Another representative stated that my order was still pending, and there's nothing they can do, because their system can not provide any updated information about my order. I asked for a manager, she stated there was no one else to provide me with more information and that I needed to be patient and wait another 24 to 48 hours. On Monday, June 12, I called Zara again to inquire, and the representative saw the notes from my case and guaranteed me that it will be resolved either by sending me a refund or replacing the items and resending the package. I was to receive an email within 24 to 48 hours with this resolution. As of today, Thursday, June 15 I have not received an email, so I called. And a new representative proceeded to tell me the exact same thing, that they have no new information, and I needed to wait another 24 to 48 hours. I asked why? He stated the "department" that was handling my issue is working to resolve it, but he was unable to tell me the **** or number.

• Initial Complaint

  Date:06/15/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hello! I need help with Zara. On June 7, I made an order in this store. A couple of days ago I received a notification that the package had been delivered. When I returned home, there was no package at the door. I learned that the package was delivered by ****** I followed the link with the tracking number. There was a photo attached as a proof of delivery and the photo was not my door. I reported this to Zara and they answered me that the courier said that he had delivered everything correctly and they would not return the money to me, they refused to listen to my arguments that the photo was not my door. But this is not my door! In addition, they suggested that I not order home delivery, but order to a store or a pick-up point? But why are they solving their problems at my expense? It is convenient for me to order parcels home, since there is no Zara store in my city, and the pickup point is far from me. It's not my fault that the couriers are unable to find the correct address! After that, I went to look for where my package was actually delivered and found that it was delivered to apartment **** on the first floor (I attached a photo), and not to my apartment on the 4th floor, my apartment **** (photo attached). The photo provided by ***** (I also attached this) shows that the package is near apartment ****. I tried to talk to the neighbors, but they did not answer me. Please help me get my money back and I really want people to see how Zara treats its customers! They deliver to the wrong address and refuse to be held responsible for it!

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 received a gift of four items from this store for my baby shower that were the wrong size. I attempted to return the items for a store credit with the original order confirmation email (sent to me by my friend who gifted me the item.) They were unable to issue a store credit, even with the original receipt. I was told to contact customer service and ask for a gift receipt. I called and requested a gift receipt, which customer service emailed to my friend. I then had to call her and bother her again to ask her to forward me the email with the gift receipt. I went back into the store with the email with the gift receipt (my third attempt to return the items) and the manager began ringing them up. At the completion of the transaction, he looked at me and said "Uhh can you call your friend and ask if she got the email?" So I said, "What email? I am supposed to receive a store credit. These items were a gift." So after all that he accidentally refunded my friend's credit card anyway instead of giving me a store credit. I explained that I never authorized that transaction, that these are MY items and now I am leaving the store with nothing. This is theft. I only returned the items under the pretense that I would be receiving a store credit in the amount of $122.60. So I lost my gift. It is embarrassing to now call my friend and tell her that the money was sent back to her. They gave me the run-around for a gift receipt, and still managed to credit her account anyway, and therefore drove me crazy for nothing. Bottom line, they messed up and will have to eat the charges. They have my clothes, and I have nothing in return. This is theft. I want my store credit. For reference, the order # is ***********. Thank you.

• Initial Complaint

  Date:06/02/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 purchased items online through ZARA (order # ***********) on 04/23/23. The items were shipped on 04/29/23 and delivered on 05/01/23. I am aware returns for a full refund must be made within 30 days of the shipment date. However, nowhere on the website does it state items cannot be returned after 30 days. I was hoping to at least to get a store credit, but when I attempted to return the sneakers in store today 06/01/23, I was advised that I needed to contact customer service online as the 30 day window had expired. **************** advised me that there was nothing they could do other than to send a request to a different department to see if they would accept my return. Unfortunately, Zara reached out to deny my request via email today on 06/01/23. I am upset as the return policy was not clear on what happens after the 30 day window. I have also heard from other customers that Zara has previously extended the return policy for them. This is also my first time requesting an extension on the return policy and I was still denied. Although I would ideally like a refund, I would gladly accept a store credit to use in the future. Kindly provide me some ***** on the return policy as you have provided it to others.

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  ***********************************
  

• Initial Complaint

  Date:05/25/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  THIS is how my order showed up today. A rug. Folded in a box. Not covered in any type of plastic. The box had no padding in it. Box was crushed and open and hanging by a piece of tape. ***** left it on the sidewalk of my building, didnt even dial my name. **************** is no help at all. Last week they delivered me USED clothing

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 trying to return two items that I purchased from Zara. Zara gave me a return label for Pudo Point which is not close to my home about 30 minutes. Zara is not giving me a return label for a place like *** or *********** close to my house as they have in the past. I have called numerous times and they are not sending a new label.

• Initial Complaint

  Date:05/25/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  If I can give zero stars I will I order my son banquet outfit a week in advance from Zara it supposed to be here on 23rd nobody can tell me where my stuff is at the supervisor kept lying one minute its out on delivery next its not I will never in life do business with this shipping company nor Zara again this is the wrost experience I ever had I will be taking legal action and also will be reporting yall to the bb as well

• Initial Complaint

  Date:05/25/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 the package (with return NO. *********) by using the return label provided by ******** within the returnable time frame. The package was delivered to their warehouse on April 19. It also showed delivered in the return history of my ******** account, but the refund has been pending since then. So I contacted ******** customer service and tried to request for fast processing of refund. Today they told me that the items were not received by their warehouse, and they could not do anything with that and could not process my refund. But the truth is I returned this package with all 9 items in the same way as I returned previous packages via **** to Zara. So there's no way that the items are missing in the package or they have not received the package in their warehouse, again, as shown by the return history in my ******** account and by the return tracking number (**** ************************** which was then transferred to *******************************************************************************). Therefore, I would like to receive refund of $232.89 (including taxes) soon. Thank you so much for helping with this case.

• Initial Complaint

  Date:05/24/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a perfume with my online order and didnt like the smell I went in to return it and the manger refused to take it back. I was within the 30 day policy and she wouldnt prouder Name she just said cal online and see if they make an exception. I called online and explained this is the first time Ive had this issue she refused to let me speak with a manager. All this over. 19 dollar fragrance you have to open it to smell it if youre purchasing it online. I want my money back and the store manager to contact me with an apology and gift card for the embarrassment and inconvenience I live 30 miles from a Zara store.

  Customer Answer

  Date: 06/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Zara USA regarding complaint ID ********.
  
  Sincerely,
  
  *************************