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Extremely Poor contact and customer service for mail order refunds
Do not order online for ZARA
, returning the goods is fine obtaining a refund is not. It is virtually impossible to contact anyone from Zara direct. There so-called head office in Sydney is nonexistent and does not take calls. They have NO complaints procedure. I returned two items over a month ago. I have confirmation that they have received the parcel, but they can not refund my money until their warehouse processes the items. I am still awaiting a refund that does not look like it will ever happen. After 1 hr of holding on the line and being...
Online shipping - no idea!
If you don't mind waiting for weeks then go ahead and order online. They'll happily take your PO Box number as shipping address even though their shipping provider won't deliver to PO Boxes. So, weeks later, you'll get a notification from the courier company that they can't deliver your item. Then you'll have to sit on hold and deal with an overseas call centre to retrieve it. Such a simple thing for Zara to address on their site, but clearly they don't give a sh*t about customer service.
Item arrived used without tag
I ordered 4 items online. They were expensive. The delivery was quick and on time. When I got home the day of the delivery, I showered then tried the clothes on. I decided to return 2 of the items but when packing it back up, noticed one of them had no price tag. I immediately tried to contact Zara via the web chat (as it was after business hours) and sent them some photos of the garment. It was a bot answer and ended up timing out. I rang customer service the next day and they said someone would call me, which they haven’t. I hung the garment ...up to take a photo of it full length and noticed that it smelt strongly of perfume. Looking closely, the garment was very crumpled and didnt smell like new material. It had a few areas of runs on the material too and looked like a used piece of clothing. I’m going to try returning in store but I already know exactly what they are going to say; that I wore the garment! It makes me so angry as it doesnt even fit me and I will demonstrate this to the sales person if they like! Don’t buy online from Zara.
Today was a lovely day to shop in the CBD but not in Zara....
Today was a lovely day to shop in the CBD but not in Zara.... my daughter ... 8 1/2 months pregnant and I chose to shop in your location. She chose a lovely green button up linen dress to have as her going home from the hospital dress...priced at $99 for a medium size she took it up to the counter to pay as I was making a purchase as well. Upon scanning the dress...the sales assistant said it was miss priced and she would have to check with her supervisor. The male supervisor arrived and BLATENTLY informed my daughter he was going to REMOVE t...he tag and NOT sell her the dress at the marked price. He gave no reasonable answer as to WHY he was doing so...scrunched up the price tag and walked off. People in the que were as dumbfounded as I was paying for my item at the next register. This is a formal COMPLAINT to Zara CBD Sydney as to please have your employees deal with something so simple as to sell one item at the marked price and deal with the other stock after keeping customer confidence and good will to a mistake YOU made and move on in a respectable manner...not treat good repeat and loyal customers as you did today Thursday November 12th. A very disappointed customer...
Worst customer service ever
Chermside. Loved the white dress. Price on tag apparently incorrect .. Manager would not sell for price on tag!! Very disappointed!
Order misplaced and no refund
My order has been misplaced. Four calls with the customer service, two weeks later and still nothing. No refund has been provided
I buy all my clothes from Zara online and I buy an item almost weekly. The speed with which they arrive is amazing. I love their up to date styles. The pants are a bit small so I order a size up which is 18 and I am normally a 16. I am ecstatic that my sister put me onto Zara. The only downfall is not having everything in larger sizes.
I purchase for the 6th time on lockdown an order from this incompetent company. I used my Australia Post parcel locker address as Im a shift worker.
Not only did they send my parcel via Toll complete incompetence and also complete no f’s. when I called customer service and spoke with Stephen he also couldn’t give 2 f’s about the situation. So I spent 3 days trying to redeliver my parcel to then take a day off work and it not be delivered.
I was advised by their no f’s customer service representative Stephen that my parcel was sent from a different location and they use a different courier. Like it’s my problem. Not theirs. This is the second time this has happened. Complete incompetence from a company of this size.
Nice clothes and good instore service, but pretty bad online service
I bought a skirt online and a button was missing with no replacements. All I wanted was a spare button or a partial refund so I could source and replace the button myself.
They said "we are truly sorry about this, as all our items undergo strict quality measures before distribution. Kindly provide us with a full image of the product received, the image of the tags as well as an image of the inner label where the composition and care is visible and kindly advise the reason behind the delay in reporting and whether you would prefer a refund or r...eplacement so we may assist you further". So I sent the pics required and said there wasn't a delay. I didn't try the item on the exact day I received it, I tried it on a noticed a few days later when I had time, and then emailed them about it when I had time. Their response "thank you for the images provided. According to our record, your order was delivered to you on 06.10.2020 and we only received your report on 11.10.2020, which is more than 48 hours since the delivery. Kindly confirm the reason behind this delay so we can escalate this matter accordingly". Um, 48 hours is a delay? They're suspicious that I didn't try it on and contact them immediately?
Not even one star first time purchase on line was a disaster I have returned the items because was to small 2 tops and 2 pants than they said only 3 were received and when I enquired they said there system shows only 2 items returned operator on chat was not very helpful his name was Sid I asked him to call me on my Mobile instead of chatting he never did and he never finished my quiry then I contacted the 1800 number they said they need to investigate as if I'm lying better check the staff at your wearhouse because I definitely returned all the items and I should not have to wait 48 hours for investigation I think it's absolutely disgusting
I reported a faulty item (hole in fabric) in a chat. They don't have a customer service email. They asked me to upload a photo showing the inner barcode the label and the defect. It took me 5 min to upload. The guy did not wait, just ended the chat. The next person asked me for several photos, I resubmitted all the details. The whole process took 45 min or more for a 25 dollar item. NO resolution. Ridiculous
Case number 65838187
Avoid Zara online
I wished I saw all this review before I placed online orders with Zara. Bought a few items which cost $99 each in a few orders but had to return because of either quality problem or size fit. Items which were returned for long time but still haven't got any confirmation or issuing refund at all. And item appears as delivered but in fact I did not receive it at all. Called ZARA and staff always said we will check and response you tomorrow but all ended up as "no replied". So I lost almost $800 for nothing but just waiting time, money and getting angry feeling like being stolen!!!
Amazing service would rate 10/10 for their hard work!!!
The workers try their hardest to serve and still do a fabulous job, during covid is really hard but they manage to pull it off with a bang. The quality of the clothes are amazing and would suggest ZARA as an amzaing place to shop for kids and adults.
Online Customer Support quality is well below average !!!
Bought a skirt on sale at Zara - took the tags off and wore it once. The denim literally split in multiple places - ONE WEAR?! Sent a message to online customer support and asked if they could provide me with a refund and they said because it was bought in store I would have to visit the store. I asked if they could forward it over to the Maq store and they said they couldn't do that?! So because your product was poor quality, I now have to take more time out of my day trying to get a refund?! Absolutely absurd! So unimpressed. You'd think with COVID they'd try to reduce foot traffic in store.
Worst experience I had shopping online
I bought an item from Zara online which was never delivered to me. And when I followed up, every time I get the same reply saying "we will get back to me", but still haven't got any response yet. It's been more than a month now.
The worst customer service every experienced!
I purchased a large order online from Zara, and found a jumper to have a fault in the fabric. Upon emailing Zara, they stalled it - asking me for photos of the tags, then the inner label of the jumper. All of which I sent. I had to chase up several times for a response - only for an email to come back stating I had 'worn' the item and it would not be replaced.
It was a $25 jumper and I was happy for a replacement; but to receive this - and now they have stopped replying, I have had to go to the ACCC to lodge a complaint. They emailed me as pe...r the attachment, stating they had strict quality control measures, but never asked for the jumper to be sent back for review! I am so disappointed by my experience and will never shop at zara for my family again.
Most Appaling Service for Online Purchases
I am based in Melbourne so cannot go to a store so have been shopping for my daughters online. I had a faulty item which needed to be returned, first got in contact with them July 11th, could not get a clear answer from live chat, or email, or phone.
Wanted a replacement for the jacket, have sent 8 emails and made 5 phone calls and have requested a call from a manager 3 times. To this day I have not received a call, and have now been told that the jacket is sold out so can't be replace. This is by far the most disappointing customer experience I have ever encountered from any brand.
Worst experience with Zara
This is so absurd! I have ordered a single product 10 days back and I even got an email from Zara twice that the order is ready to be picked up instore. However, When I went to the store to pick up, the store employee said that they haven't received any product as there might be a problem with the courier service. When I contacted the official Zara customer service, they responded saying that the parcel might be lost as they are not able to track it. Hence, can refund the amount. I was looking forward to the product and this happens!
just pure frustration!!!
designs are so out of date
The stuff that are available on other zara are never available here, the designs are like 3 seasons old and by the time we get it here the designs is so out of date. i have to order through zara US and have it sent here by my friend.
The worst service - never got my order and had to contact them multiple times to get answers
I ordered two items and received an alert that said they had been picked up by a courier and would be at my house in 2 days. They never showed up. I contacted Zara and they told me they were "investigating" and would be in contact as soon as they worked out the issue. I hear nothing. Then I contact them again 2 weeks after the delivery date and they say the items have been sent back to Sydney and that they'll send me a refund. No contact whatsoever.
Questions & Answers
Hi I was at the Miranda Zara store this morning exchanging my grandchildren’s shoes. The lady had no customer service skills what so ever. She was telling me “right sign down there” no smile no respect for the person infront of her. When I asked if I could get the smaller size she replied “you have to look for it on the floor”. I returned to her and told her that they would be at the back that’s where the lady got them from on Friday when I purchased them. She was annoyed and did a good job of making me feel uncomfortable for putting her out.
I asked for her name and told her she was quite rude. I asked the man if he could serve me. She already told him about the situation. He said “do you have a problem I saw she was helping you” just like that. I told him not to worry about it. Very sad to see Very bad customer service especially in a great shop like Zara.
Looking at past comments it all relates back to bad customer service. Try hiring more mature staff. Thank you for you time
Can I return the faulty items that I bought three months ago, poor uplift sewing line, tear apart after 2 wear?
Bought clothes in chadstone today but its too small can i return or exchange the size in other zara shop ?
As far as I know you should be allowed to exchange it at any store as long as you're in the same country/region as the purchase was made in. You'll be able to find more information here: https://m.zara.com/au/en/buying-guide?v1=196001 I hope this answers your question.
|Category||Clothing Shops & Brands|
|Mens / Womens Clothing||Mens and Womens|
|Labels Sold||Own Label|
|Buy Now, Pay Later Options||None|
|Clothing Type||Children, General / Everyday and Office / Businesswear|
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