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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:02/18/2025

      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 received a Zara gift card and sought the balance. The "Check Balance" feature on the website did not work as this was an old card. I reached out using the Chat function on the website. The Chat agent could not help me, so "escalated my issue via email" - the email said "call this number." I called the number and spoke to a customer service representative who asked that I read the card number, which I did. She then told me that she could not help me but would "escalate the issue via email." I told her I was contacting her based on the email I had already received from the first time I reached out. She was adamant "I cannot help you!" After receiving my SECOND email with the same "contact this phone number for customer service" message, I decided to drive 30 minutes to the nearest Zara to speak with someone face-to-face. The manager at the store scanned my card and told me there is a balance of $40 but that I cannot use it because my gift card was "blocked." I asked her if she could "unblock" it and she said no, I have to contact customer service. I told her I have contacted customer service 3 times to no avail. I cannot use the gift card online because the card is old and therefore does not have the *** pin code that's required for online purchases. It is incredibly frustrating to waste probably a total of 4 hours now on trying to use a gift card. The customer service at this company is so horrible, it's frankly a disgrace.

    • Initial Complaint

      Date:02/15/2025

      Type:Order 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.
      Basic information: Date of the transaction: 1/13/2025, order number: ***********, order amount: ******. Description:I placed an order (#***********) on ZARA USA online shop (******************************************) on 1/13/2025 with 15 items and the total amount is ******. And then I applied to return 11 items from this order to ship back ZARA USA on 2/3/2025. The return number is ************** This return case also includes returns (2 items) from another order #***********. So together there are 13 items in this return number. In fact I actually sent out 9 items from *********** and 2 items from *********** to ZARA via ***** ************ which was delivered on 2/6/2025. But ZARA only refunded me 2 items' amount from order *********** and refused to refund me the items I shipped back for order ***********, claiming that they did not receive them. I did ship out another 9 items in the same box. The weight of the package from the shipment information can prove that. I am very sure they received the rest of the items but just refused to issue the refund, or provide any further information concerning this case (neither box picture or unboxing video). The amount they refused to refund is ******. After several times reaching out to them, they still refused to issue the refund, which is completely unacceptable. I want my money back as I did send back the items for a refund according to their requirements.

      Customer Answer

      Date: 03/12/2025

      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

      Date:02/14/2025

      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.
      Returned a total of $824.82 32 items of clothing/accessories derived btw 3 parcels (Returned labels provide by seller, followed all return instructions and requirements). Was only issued partial refund company claiming they did not receive all items, eventhough all parcels are showed as delivered. Would not provide confirmation of all three (3) parcels being received/refunded. Provided company with proof of return receipt from *****. Requesting the remainder of my owed refund totally $320.49. Made several attempts to resolve dispute with company for over a week to no avail. despite multiple calls and chats where is was assured the issue would be resolved and I would receive my refund, while being continuously told to wait patiently (first five (5) days then twelve (12), then 24 to 48hrs. Finally being told they claim they did not receive all thirty-two items I returned.

      Customer Answer

      Date: 03/12/2025

      Better Business Bureau:

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

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:02/14/2025

      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 placed an order on 01/24/2025 with ************************** they promised to deliver it at their *********** store 02/3/2025, they canceled the order and until now they dont refund my money, I reached out to them and they keep telling me they are reviewing, I have to wait 48 hours to get the money back it 3 weeks now and no money

    • Initial Complaint

      Date:02/13/2025

      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 been trying to get a refund from Zara since 01/31/2025 and have made numerous attempts to get the matter via phone and chat. Been asking for a call back from a manager or supervisor and kept being told that someone would contact within ***** hours with ZERO communication from Zara. **************** promised me 12 times that they would escalate the matter and I would get a response.

      Customer Answer

      Date: 03/10/2025

      Better Business Bureau:

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

      Sincerely,

      **** *******

    • Initial Complaint

      Date:02/13/2025

      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 All I have two order with ZARA,1# **, September 2024;2# **, December 2024 I return back to they location, using those provide the shipping label, i drop off to ****, but they using small shipping company to pick up , until right now i didn't received any refund, and the tracking number cannot find any record, i check with ****, they make sure the small shipping company come to pick up staff already, i try to contact with ZARA customer service, after i return back one or two months, they just let me wait until they received return package will be refund to me. Right now was almost 6 months, i didn't receive any refund and cannot find any tracking record with those package, please check the attachment, all the package **** scan and give to ZARA Agent, but they irresponsible to the package, ZARA company don't care about the customer request.please to help me****** *

      Customer Answer

      Date: 03/12/2025

      Better Business Bureau:

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

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:02/13/2025

      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 purchased from Zara and later returned items using their provided return label. The package was delivered successfully, as confirmed by the tracking details. However, they did not refund money. When I contacted their customer service, they claimed they only received some items, which is incorrect because all items were packed together in 4 boxes. Zara refused to investigate further and ended the call without resolving my issue.

      Customer Answer

      Date: 02/18/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:02/12/2025

      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.
      Dear Attorney Generals Consumer Protection Division,I am submitting a formal complaint against ZARA (Inditex ***) for their failure to properly fulfill my online order and refusal to issue a refund or replacement, despite clear evidence that the package was misdelivered and declared lost by the courier.Complaint Details:Order Number: *********** Date of Purchase: [Feb 5 2025]Delivery Address: ************************************************* Retailer Website: ****************************** Courier: Veho On 11th of Feb I received a notification from the ************ stating that my order had been delivered. However, upon returning home, I found that no package was at my door. I immediately contacted Veho, who provided a delivery confirmation photo showing that the package was left at the lobby of 3200, not my address (3232).I reported this issue to both ZARA and Veho. After investigation, **** acknowledged their mistake and confirmed that the package was misdelivered and lost. This information is also reflected in ZARAs tracking system.Despite this, ZARA has refused to take responsibility, closed my case without resolution, and declined to provide a refund or replacement. Their decision violates consumer protection laws, as a retailer remains responsible for ensuring successful delivery to the correct address.Supporting Evidence (Available Upon Request):Screenshot of Vehos delivery confirmation showing incorrect drop-off ************** correspondence with ZARA and Veho confirming misdelivery.ZARAs tracking page now stating that the package is lost.ZARAs failure to properly address this issue has caused unnecessary frustration and financial loss. I kindly ask for your offices assistance in holding them accountable for their obligations under Massachusetts consumer protection laws.Please let me know if you require any additional information. I appreciate your time and attention to this matter.Sincerely,****** ****

    • Initial Complaint

      Date:02/12/2025

      Type:Product Issues
      Status:
      Unresolved
      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.
      Complaint Against Zara Refund Not Issued Business Name: Zara Date of Problem: December 31, 2024 Description of the Issue:On December 31, 2024, I received my order from Zara. I returned the items immediately upon receiving them, and Zaras team confirmed receipt of my return on January 14, 2025. The total refund owed to me is $79.01 (originally around $85, but they deducted a return fee).Since then, I have been waiting for my refund with no resolution. I have called Zara multiple times, sent emails, and even commented on their social media posts. Through my comments, I discovered that many other customers are experiencing the same issuewaiting months for their refunds with no clear resolution.Each time I contact Zara, they tell me the same thing and send me the same automated response, stating that they are working on the issue, but no progress has been made. It has now been over a month since they confirmed receipt of my return, and I still have not received my money back.Resolution Requested:I request an immediate refund of $84.31 and a clear explanation of why this delay has occurred. Additionally, I urge Zara to address this widespread issue affecting multiple customers and improve their refund process to prevent further complaints.I appreciate your assistance in resolving this matter.

      Customer Answer

      Date: 03/09/2025

      At this time, I have been contacted directly by Zara USA regarding complaint ID ********, however my complaint has NOT been resolved because:

      They would not give me a reason, they keep saying they are working on it but I havent gotten my refund and its been 3 months now. After going to their social media profiles I noticed that there are A LOT of people in the same situation. This is illegal and they should be dragged to court. I need the money, but at this point, Im more worried about this company stealing money from their customer than anything else. 

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.

      Sincerely,

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

    • Initial Complaint

      Date:02/10/2025

      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.
      Complaint Against Zara Unresolved Refund Issue (Order #***********)Dear Better Business Bureau,I am filing this complaint against Zara due to their failure to refund $1,389.21 for items I returned on January 4, 2025, in full compliance with their policy. Despite over 12 calls to customer service, emails to ******* ******* ***************** Lead) and ***** Zeroul (Director of Zara Retail Canada), and multiple social media messages, I have received no resolution.Customer service has repeatedly promised callbacks and solutions within 2-3 business days, yet nothing has been done. I was informed the issue is due to one item from my order that was never shipped in Decemberan error on Zaras part, which they never disclosed to me. I was assured that canceling this item would release my refund, yet in follow-up calls, agents contradicted this and simply told me to be ********** has now been over a month, and I am being charged interest on my credit card for a refund Zara should have already issued. Their lack of accountability and failure to follow their own refund policy is unacceptable. Im now paying interest fees on this amount that was charged back in December due to Zaras failure to issue my refund. Is Zara going to compensate me for the interest fees and all the trouble this has caused? I demand:1.An immediate refund of $1,389.21.2.Escalation to a senior representative who can resolve this.If this matter is not resolved promptly, I will escalate further through consumer protection agencies and legal channels.Thank you for your time and assistance in holding Zara accountable.Sincerely,***** **** ************************ ************

      Customer Answer

      Date: 03/07/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Zara USA has been resolved.

      ZARA refunded my money but they never called or followed up. Thank you for your help escalating this matter so I could receive my refund, much appreciated.

      (By clicking "OK", your complaint will be closed as Resolved.)


      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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