Complaints

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

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• 

  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:04/27/2023

  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.

  ORDER DATE: 3/17/2023 NUMBER: *********** for Black Dress, 2151/878, Size M, AND Size L, $119 each $254.66 including ** sales tax DELIVERED ON TUESDAY 3/21/2023 RETURN MAILED ON APRIL 6, 2023 VIA **** **** **** **** **** **** **** 25 RETURN DELIVERED TO ZARA, APRIL 11, 2023 EMAIL FROM ZARA CUSTOMER SERVICE DATED APRIL 18, ******* would like to inform you that Zara has a very clear returns policy, ... For items to be eligible for a refund, they need to be unworn (other than to try the item on) and must not have been damaged, soiled, washed or altered, and any labels or tags must be intact.Please note that we will not be able to refund the value of the items or pay any form of compensation, should the items be sent back to **.I did not wear or wash either of the identical items. I tried on the dresses at home, which is nonsmoking. On 4/18/23, I called customer service and was told that the decision was final and that I could not appeal, and I was also told that I could not speak to a manager or supervisor. I spoke to *****, she would not provide any other identifying information.On 4/18/23, I used the ZARA chat feature and was told I could open a case and that I would hear back in 24/48 hours via email.On 4/20/23, I had not received an email, so I went back to the ZARA chat. I spoke to a new agent that did not have a record of my previous case and so he opened a new case and provided me with a Case ID. On 4/23/23, I had not received an email, so I went back to the ZARA chat. And was told the same proforma response that the department had made their decision and that it was final. On 4/24/23, I contacted Zara via Instagram AND ******* direct message, and was given the same proforma response.On 4/26/23 my return was received and upon opening, both dresses still had both tags attached, did not have any stains, markings, or other visible signs of wearing/washing. There was no scent the dresses smelled like cardboard. upload is not working, but i have PDFs

  Customer Answer

  Date: 05/22/2023

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

• Initial Complaint

  Date:04/25/2023

  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 placed an order with Zara and the item didnt come. I called them up to tell them I never received the item and they refused to refund me the money, I went ahead and disputed the charge with my credit card and now they wont sell me anymore items unless I pay them back for the disputed charge.

• Initial Complaint

  Date:04/18/2023

  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 bracelet from Zara I received in a box without receipt for the money I paid or a return address.I sent the item back to the address on the bag they sent me. I called them and they said the will not return my money.They received the item I sent via ****** post office. here is the information. I want they sent my money back because they received the item.From: Zara <**************************************>Sent: Wednesday, March 22, 2023 9:11 AM To: ************************ <************************>Subject: Zara - **************** **** ************** ** *** *********** ********* **** ******* ***** ** ** ***** ****** ********* *** ** **** *** ******** *** ******* ** *** ********* ****** **** ******* *** **** ** *** *** *********** *** **** ******** ** ***** ***** ******* ** ************** ******* *** ******* ******** ********* *** ******** ******* **** *** ***** ** ******** *** ** ********** ************ **************** **** 

  Customer Answer

  Date: 05/12/2023

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

• Initial Complaint

  Date:04/17/2023

  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 several items, as I am trying to find something to wear for May 6. I returned them unworn, tags on items for refund. Not long after on April 9th, I received an email stating they would not accept my returned items. I called a total of 11 times trying to resolve the issue. At one point, I spoke to a manager, ******, who apologized and assured me that everything would be taken care of, he stated that he would check to see if the items had been returned to me, and he hoped I didn't have to go to the trouble of sending them back. He told me he would call me back the next day. I had explained to him that I became disabled when I was 60, and had to take an early retirement and I rarely leave the house. He did not return my call the next day. I continued to call daily, checking on the status. On April the 14th *** returned the items, stuffed in a plastic bag, and a box that was much too small, everything was very wrinkled. I called afor a couple of days after this, and was not allowed to speak to a supervisor. The items were 2 blouses, the same in different sizes, size Large and XL @ $69.90 each, one blouse was $45.90, a dress that was $35.99, these prices do not include tax. All items were too small. They tried to say the items had been worn and smelled like cigarette smoke. I repeatedly explained that Just my husband and I live in the smoke free home, and that I am disabled and rarely leave my home. They sent more than one email stating their decision was final.I absolutely love Zara clothing, have shopped there for many years, and spent thousands of dollars there. I don't understand why they are treating me this way.

• Initial Complaint

  Date:04/17/2023

  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.

  Date of order 03/30/23 order #*********** was ordering dress for amount of $169.00 receiver next day on 03/31/23 tried on and it was so small, make request of return online same day. Send it back but company unable to accept the return accusing me to wearing this dress saying that have ***** on it. I am only try this on. Tracking #************************** **** Called customer service and try to explain situation the stain may costed by my dry white skin only. And I can proved this (is impossible to wear this dress it is way to small ) by going to the Zara store and try this on to store representative can see this. Please resold this unfair situation. Thank you!

  Customer Answer

  Date: 05/12/2023

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

  I had ordered a black dress from Zara 03/30/23 amount $169.00.I returned this item due it did not fit me 03/31/23.On 04/17/23 I am  received email from Zara saying they not be able refund the value of the item or pay any form of compensation, should the item be sent back to me.  I was called customer service trying to explained that little white stains on the dress probably from people trying on shop floor. This is completely unfair situation accusing people to saying you are  wearing dress, in this situation I am just tried on  and returned back in the same condition I was received. **************** was refused to connected me to the supervisor. I am still willing to return the dress to get fool refund. Thank you for help me out in this unreasonable situation.

  
  

• Initial Complaint

  Date:04/14/2023

  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 went to Zara located at Ashford ********************************************* to return items purchased online. Id been waiting in the return line for at least ***** mins before getting to the register. It is important to note that while I was in line I struck up a conversation with a fellow customer. I noted another customer with a baby in a stroller who finally reached the counter after being in a long line but was told by the cashier she had to go to back to another line to make her exchange/return. This same cashier interjected herself into my conversation with the other customer and began having a combative conversation with me however, I completely ignored her attempts at starting an argument. By the time I reached the register the same cashier took my first item to be exchanged and asked her co-worker what she should do because there was no data even though I presented the ** code since the item was purchased online. She scanned the ** code a second time with no issues. The same cashier processed the rest of my items for return with no further incidents. I informed her that I wished to purchase one item and when I inserted my *********** card I received an error code. I did this 2 or 3 more times with the same result. The cashier then berated and humiliated me by saying You see her card doesnt even work! I asked to used a different card reader at which point she raised her voice telling me that the card reader had been working all day. I scanned my card at least 10 more times until the assistant manager came and escalated the situation. The cashier commented that I had been complaining the whole time and this point I, the customer, was targeted as the problem. The assistant manager yelled at me to stop swiping and finally allowed md to pay for my item with another card reader and the transaction was completed with no issue. This is a clear case of bullying and harassment. I reported this incident to another store manger named **** and to customer service.

• Initial Complaint

  Date:04/14/2023

  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 visited the store on March 24 **** and wanted to purchase a sweater. They did not have my size in stock so they ordered it from online for me and told me it would ship to the store and be there in 6 days. 8 days later I went to the store *** it was not there and they told.me I had to wait for an email. A week later on April 6 still no email so I called customer service and they said it had been shipped back to them I told them to keep it and refund me. They said ok. I have received no refund. And no sweater. They have stolen my money. I called customer service again on April 11 and they stold.menthat I could not speak to a supervisor *** there was nothing they could do.I demand my money back.

• Initial Complaint

  Date:04/12/2023

  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 ordered a faux leather vest from Zaras website. The package was said to have been delivered 2/28/2023 at 12:32 pm. The package was delivered to the lobby of my building and was stolen after the building super reviewed the cameras. Ive attempted to contact Zara and PayPal regarding this issue since February. I refuse to be financially responsible for an item that I did not receive. I even went out to a physical Zara store and repurchased the item a few days after my package was stolen. *** furnished all of this information and my claim is still being denied.

  Customer Answer

  Date: 05/08/2023

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

  Zara has failed to contact me regarding my complaint. All they did was deny my refund and block my access to their website after I informed them that my package was stolen. I have attempted to call and communicate via PayPal (this was my payment method) and all ZarA keep saying is that the package was delivered to the address I provided however, the courier delivered the package to the lobby of my building (Ive included that screenshot in my initial claim). All I want is for this issue to be resolved as I did not receive this package and I am being held financially responsible for a package I did not receive.

  Sent from ************************* (********************)

   

   

  
  

• Initial Complaint

  Date:04/10/2023

  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.

  ORDER NO. *********** 1) This item showed up with a button LITERALLy hanging by a string.2) When I went to put the item on the button fell off.3) The item is sold out online, so I had to bring it to the dry cleaners for repair because I purchased if for a trip that I am taking in three days. (The dry cleaner seen notices that 4 of the 6 buttons were loose, so will be repairing them all).4) I contacts Zara via phone and Live Chat online: *They blatantly refused to offer any sort of resolution: store credit, 20% refund, ANYTHING. *They only think they would do was accept a return, which makes no sense as the item is out of stock. *They refused to allow me to speak to a supervisor I have been a 20+ year client of this store and this is unacceptable, I have also spent hundreds of dollars with them in the past two weeks alone. (I seen at least $1000 per year)._

  Customer Answer

  Date: 05/05/2023

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

• Initial Complaint

  Date:04/10/2023

  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 purchased a pair of jeans about 1 1/2 weeks ago. I contacted customer service because I lost my receipt and needed to return the jeans because the jeans didnt fit. The tags remain on the jeans, they were never worn because they didnt fit hence why I need to return them. Ive been shopping at this store for over a decade, I spend thousands of dollars in this store along with most of my family members. I was told by the manager at the *********, ** location that the only way to return the jeans is to contact customer service for them to provide me with a receipt. Here we are a week later after I filed a claim and I never received an email or call regarding my initial claim. I contacted customer service, today, to follow up and the representative were not helpful, very difficult, and sarcastically apologetic. The representative was ONLY suggesting to escalate the claim meaning I would need to wait another week to receive no email or call. Not to mention, I was told supervisors and managers dont speak to customer which is what caused me to file a complaint. This store makes their return policy VERY difficult which causes customers to lose out on their money and product especially when they cant fit the item let alone speak to supervisor or manager. I am a property manager myself and I dont think I would have a job if I denied service to any of my clients.