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 has 78 locations, listed below.

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• 

  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

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

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:01/15/2025

  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.

  On November 30, 2024 I purchased two items from this company as Christmas presents. The items that I purchased were too small for the person they were purchased for. I when ahead and purchased both items again in a larger size so I would not miss the ongoing sale. Upon contacting the company's customer service department to inquire about a refund, I was told that I only had until December 29, 2024 to request a refund, even though the items were Christmas presents and therefore nothing can/could be done, not even a store credit. I made the original purchase and additional purchase in good faith and I would like my money refunded to me in good faith.******** ********

  Customer Answer

  Date: 02/12/2025

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

• Initial Complaint

  Date:01/15/2025

  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.

  On November 23, 2024, I purchased a sweater at the *********** ** store. I was told I had to provide my cell phone number in order to receive a receipt and I provided this. On December 23, 2024, I returned the sweater to the same store. The sales clerk asked for my cell phone number so she could process the return. However, she typed in the wrong cell phone number and before I could correct her mistake, she completed the return on her register. She was unable to correct the mistake and asked for a manager. The manager assured me that entering the incorrect cell phone number would not impact my refund as the funds would automatically be credited to the card I had used. After waiting until January 8th to receive the refund, I returned to the store. A different manager told me: 1) I should have received a paper receipt on December 23rd to substantiate my claim for a refund; 2) while she could provide me with all the data from the original purchase and return, she could not help me as all transactions were handled by the corporate office, so I needed to call customer service. I called customer service that day and explained everything that had happened (including giving the *** all the information about both transactions I had received from the manager). I was given the case number listed above and assured I would receive confirmation of my refund "within 24 - 48 hours". Today, January 13, 2025, I contacted customer service again. I provided the case number and asked for the status of my refund. The *** ("****") told me: 1) he would have to research the case and "I would receive confirmation of my refund "within 24 - 48 hours"; 2) he could not tell me the status of my request for a refund; 3) he would not transfer me to a supervisor; and 4) he would not provide me with an email address at ZARA to file a complaint. (I found it on my own.)I am SO disgusted by ZARA's obvious attempt to delay, delay, delay refunding me to that which I am entitled.

  Customer Answer

  Date: 02/15/2025

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

  I received the attached email on January 25, 2025.  I still ahve not received the promised refund.

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:01/15/2025

  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.

  I have been with zara online customer service and not able to get any resolution and get my refund back due to so many issues with the customer service. no manager allowed to talk with customers. no resolution . been on calls with them since 12/16/2024 and still no resolution. i had to eventually call the credit company .

• Initial Complaint

  Date:01/15/2025

  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.

  On 12/14/2024 I purchased a coat for $109. Upon wearing the product it started creating pilling and all over the arms and front of the coat. I contacted customer care and was advised the store would handle the transaction due to the product being faulty. On Saturday Jan 11th I spoke to someone at the register and she denied taking the coat provided me a copy of the receipt screen shot of it and stated to contact customer care on MONDAY as they would have to contact the store via email to allow the return upon speaking to someone case # ********* I was advised he cannot assist with the defective purchase I would have to go back to the store. This has turned into a huge inconvenience due to a defective product with in ************************************************ even store credit. When asked to provide corporate address following up with a chat I was advised they cannot provide that information.

  Customer Answer

  Date: 02/10/2025

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

• Initial Complaint

  Date:01/15/2025

  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 some items and have not received a refund. I returned 3 different orders and was instantly refunded back to my Afterpay expect for one order. When looking at return receipts i noticed that the two i returned says the amount going back to afterpay. However, the 3rd order does not show the amount. I have called customer service and so has a store manager and have not been able to get help on where my refund is. I have not recieved my $90.75 original order # *********** return order #***********

• Initial Complaint

  Date:01/14/2025

  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.

  Purchased items online on 12/25/24. All items where shipped and delivered on 1/7/25 except one item. There has been no update on shipping or a tracking code. The item currently (1/10/25) shows out of stock. My guess was the inventory was off and they do not have the item. I called customer support and they were not helpful and honestly a bit rude on the phone. The gentleman I spoke with said the item shows on his end that it should have arrived on 1/8/25 but that I need to wait another 48 hours (though today is 1/10/25) in order for them to help with anything. He said that the item shows out of stock so they cannot replace it and that he cannot help with a refund. Honestly, I am not sure how this is helpful other than he is pushing me off to have to call in again - probably hoping I'll give up and take the loss. Horrific experience and not surprising given the experience of others with Zara.

• Initial Complaint

  Date:01/14/2025

  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 placed an order (#***********) on 12/30/2024 for in store pick up. The packages left the warehouse on 1/3/2025, but it still has not arrived at the store. Orders placed after it have all arrived, whether delivery was to home or store. I reached out to customer support via chat on ************************** on 1/10/2025, and I was connected to agent ******. After explaining my situation and asking for an estimate of an delivery date, I was told no information is available of my package, and was repeatedly offered a refund, despite me having made clear multiple times that I do NOT wish for a refund if the package could be delivered. After many attempts trying to figure out what happened to the package, ****** unilaterally and suddenly ended my chat. Her behavior was shockingly rude and disrespectful. I was then connected to a different agent who was able to confirm a shipping incident occurred and the package was not going to be delivered. Both items in my order are now out of stock and at this point, unlikely to be back in stock again. I understand stock fluctuates during a sale, which is why I made the purchase when I did. If this issue had been brought to my attention earlier, I could've replaced the order. Since I hadn't received a single update from Zara this entire time; if I hadn't reached out, I doubt when I'd be informed of this situation. One major issue was the unprofessionalism of Zara customer support agents - I understand they are only authorized to provide limited resolutions, but they are not authorized to treat customers in a disrespectful manner - avoiding questions and ending the conversation without resolving the issue are not how customer service should act; nor should customer service pressure their customer into accepting a resolution when they has already refused. The agents behaviors are not only rude but also extremely unhelpful. If possible, I'd like Zara to fulfill my order. A refund is NOT a resolution - it is my right if I do not receive the order.

• Initial Complaint

  Date:01/14/2025

  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.

  My sister-in-law ordered clothing as a gift for my son. It did not fit. I went to the store to return it. They did not give me anything so I asked for the gift card. They said they could not do that and had refunded to my sister-in-law's credit card. They told me to contact customer service to cancel the refund and have them issue me an electronic gift card. I called and customer service said they could not do that. I asked to speak to a supervisor and they said they could not do that. I pointed out that Zara took clothing from me (the owner) and did not compensate me. My sister-in-law was no longer the owner of the clothing at this point so refunding her still does not count as compensating the owner. Taking an item from an owner and not compensating them is theft.

  Customer Answer

  Date: 02/08/2025

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

  [Your Answer Here]

   They reached out to me on ******** and said they would be in further contact with me but then I never heard from them again

   

   

   

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

  Sincerely,

  ***** *****

  Customer Answer

  Date: 03/04/2025

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

• Initial Complaint

  Date:01/14/2025

  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 ordered a dress from Zara online for an event. When I ordered the dress, they gave me the date range of when the dress would arrive by mail. Because the date range was before my event, I felt comfortable ordering the dress; however, the dress did not arrive when it was supposed to. I requested a refund for the shipping costs I paid which was rejected. I then requested they waive the return shipping cost because they had failed to deliver the item when they said they would, so it felt unfair for me to have to pay for the shipping and return shipping. This request was rejected. I decided to return the dress anyways. When I received the dress in the mail (late), I simply took it out of the packaging and put it in new packaging to return it. I never tried it on or wore it. They sent the dress back to me and rejected my return because they say the dress has been "worn" which is impossible as previously described. I have called numerous times and they have not given me any solution. It is now past my window to return it in person (and prove there is not wear to the dress) and they cannot make exception on that window either. This goes against their return policy that is stated on their website and I feel is a very misleading and unfair business practice. My last phone call with their customer service team I was treated unprofessionally and the woman hung up on me.

• Initial Complaint

  Date:01/13/2025

  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 coat from Zara as a gift from my parents. I opened the gift on Dec 31, during our family Hanukkah party. On Jan 7 I reached out to Zara customer service via online chat to request an exchange for a smaller size. I was told the 30 day return policy lapsed on Jan 6. I explained the circumstances and she offered no option to exchange the coat. She told me the 30 day period begins once the item leaves the warehouse. I asked to speak with a supervisor but she said she could not transfer me. I then called the customer service number and explained the situation to a different representative who maintained the same statements as the previous rep. ** told me if I wanted to speak with a manager Id have to go into a store to do so. I explained that I lived 4 hours away from the nearest store. ** wasnt able to help. I read Zaras terms and conditions for returns/exchanges (attached below), which states the 30 day period begins once the shipping confirmation email is sent. My parents received the email Dec 8, making Jan 7 (the day I called) the 30th day. I called customer service again and this rep ******** agreed that I was correct scouts the policy and confirmed the date of the email. ** could not connect me with a manager but said he would escalate my concern and I would receive an email within ***** hours. Less than 1 hour later I received an email stating they would not process the exchange as the return period was exceeded (see below). Im beyond frustrated and would like for the company to follow their own policy and process the exchange, as I was within the 30 day period.

  Customer Answer

  Date: 02/07/2025

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