ZARA App Reviews

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Did not refund me. I sent back items for return in October 2019, and was sent back the same items in June 2020 saying that it was overdue and was not going to get a refund. I should have checked for my refund but I trusted that I would get a refund when I sent it. I called Zara customer service and all the lady said was they could not do anything about it that they just follow their warehouse orders. I even asked for their manager or supervisor and she said the same thing. There was no point in calling them and expect them to put customers first. Very disappointed in their reaction to my problem. I might not shop as often at this brand or not at all after what happened and I do shop pretty often online especially during these times.

ZARA HAS THE WORST CUSTOMER SERVICE. Zara has the worst customer service, I believe they chat with multiple people at a time and they can’t keep up with who’s concern/issue is who’s. It is really frustrating when you have to repeat the whole situation again. They you asked them for help to fix the issue and there answer is “we can’t do that. We don’t have a way” you ask for a manager to help and they say “we don’t have managers to help” then if you are waiting on the to get back to you the chat box will go inactive and you can’t go back to talking to them, so you have to start with another brand new inept customer service rep. Also, Zara’s cloths quality has gone down so much. The last three order one skirt had a hole on the side, like the stitching came off, a white linen dress was sent with make up on it, and the latest dress I received had literally holes in it, for full priced items? No way! I don’t think I will continue to shop at Zara. This company doesn’t really care for its customers.

Zara ...nice stuff HORRIBLE APP. I've been an H&M shopper and recently discovered Zara. The stuff is nice but pricey and usually h&m has sales I see none on Zara BUT the annoying thing is the website/app! Ease of use ? Nope it's up and down it's not side to side ehh no it's dark which is cool but it's just not easy to use :( then I went i to a chat with someone for help and lost them too quick!? I hate real life shopping but I may have to do real life shopping as this website stinks and the pics kinda stink too!! They spend. Too much time putting models in weird poses with the clothes buttoned crumpled BBB lifted up etx and I can't see the dress for ex, just plain straight facing me so I can examine how it fits sizing etc I don't see reviews listed either which is VERY IMp it gives me an idea of how things will fit !? H&M has reviews with how things will fit this Zara site app doesnt so because of that it is highly unlikely I'll spend my money here ! And why are all and I mean a lot of Zara clothes sold on eBay new with tags but 10 to 15 higher and shipping ten $ more than everything thing else. ?? Sneaky not transparent about clothes bad app website horribly designed not verbally thought out !

ehhh. This place as soon as you walk in, it feels like heaven. but its not. First thing, the place is so luxurious and clean, but as soon as you walk into the changing rooms, that changes. The changing rooms have mirrors all around it, and due to that I have seen MANY people changing on ACCIDENT. I’m sure they have seen me changing too. and the curtains don’t even close? There’s always a huge gap. No wonder people put gum on there for it to stick. Secondly, the prices are wayyy to high for the quality of their clothing. Every single pair of pants I’ve bought from their, have ripped. The fabric is also so thin, it doesn’t make you warm at all. The prices too are crazy high, I’ve bought a pair of pants for like 35 dollars and the next day, ripped. I’d honestly rather shop on SHEIN. Other than that, Their workers are very kind and generous and The place is also so clean and big. Anyway please fix your store 🫶🫶

Recent functionality of this app is very poor. I don’t know what you’ve all done to this app but the functionality of it is terrible all the sudden. 1. I can’t add something to favorites without opening the page, clicking the flag and then going back. I used to be able to add without opening the page itself. 2. Can’t take something out of favorites either without opening the page to un- check the box. Both of these are awkward, annoying and completely waste peoples time. 3 what’s with all the EMPTY WHITE SPACE all the sudden? Page loads and I’m looking at absolutely NOTHING sitting there waiting and thinking maybe the page hasn’t loaded yet.. nope! Just empty space that Zara wants you to scroll away from in order to find their products. Why??? 4. More white space and empty grids with no photos when I hit the back button after clicking on a page to look at an item. Description and price is there but you guessed it, no photo! This one is even worse because all the products just disappear suddenly and I have to scroll up…and then scroll back down and hope that the photos load again. This is super annoying if you want to look at multiple items (which I assume that you do in fact want customers to do). Whoever is responsible for these awful changes please consider correcting them so more people don’t delete this miserable app. the the interface is just horrible.

Worst customer service experience. Very shady. They don’t send written confirmation or email communication. You would have to explain yourself about the same issue every time you call. Bought a black pants & it turned into brown spotted pants after dry clean for the fist time! I never even wore it. The dry cleaning shop said it was a manufacture defect. They never had this issue before in their 20yrs of dry cleaning business. Contacted Zara and I was told to send photos but there’s no email address to send. I had to download the app in order to send photos via chat. After the chat session was over I couldn’t save our conversation. At the end they emailed me to call them, didn’t say anything else. When I call I had to explain myself again...Zara said it wasn’t their fault, not a manufacture defect. Escalated the issue and the result was the same, not their fault. Throughout the whole process they refused to send me any written communication. They have zero customer service!!! I’ve been a Zara customer for many years. I would not shop at Zara anymore.

The update. Why just why did they change the layout and the whole app? It was so perfect before, very easy to use, the layout of pictures and their appearance on the menu, the “new collection” tab was easier to look through and now this. Very confusing, catalog pictures seem to have tabs underneath them that you have to scroll through. Like the makeup that shows up under New, is a tab within a tab which makes you think you accidentally pressed on something you didn’t mean to. I am a young person and I find this a nightmare to navigate through. I pressed on the Massimo collection from the home catalog and it brought me to a blank page with nothing there. Also the menu choices being completely scattered all over the place instead of a simple list view…why? Whoever did app development and user testing clearly does not shop online.

Package was never received. If there was a zero star, I would choose it. Zara customer service is the worst. I bought an item to be shipped to my apartment, the shipping carrier agent (optima overnight) claimed they delivered the package to my front door but we were home all day and nothing came. When Zara customer service was contacted on the issue, they sent a picture of the package laying somewhere outside of the building ( not my front door nor the lobby). Meanwhile this building has concierge who receives packages for tenants. When Zara customer services was contacted on the issue, Mar (the person I spoke to) was so rude, unprofessional and unethical. Claiming that once the shipping carrier says its delivered, they can’t do anything about it. This is the second time this has happened to me. And I’m never ordering anything from them again. It’s about time they train their customer service staff to be competent to deal with situations like this.

Sonirresponsible. An update of this app was made, erasing part of my address. I have had a real battle between couriers and Zara to rescue my orders (I would have canceled them, but Zara takes a month to return money). Before the update my orders had no problem been delivered, that is because since I opened my account I provided the right address in my profile info. But because of the error due to the update, it has been a nightmare trying to get my orders placed after the update!! Zara has a terrible online service to costumer if they have to deal with more than one order. I placed a total of 6. Si funny that I just got an email from the service to costumer telling me to update my address and also tells me how... I am a professional in technologies for 25 years, and know when errors emerge, but never did I, or my team throw the blame to the user. Zara didn’t recognize a bit of their mistake. Their personnel online is rude. They should at least hire adults to deal with costumer, seems lime your dealing with teenagers,poorly trained, and seems like only programmers do the technology work.

Awful customer service. I placed an order and it seemed like it went through, i went to check for a confirmation/order email but i never received one, i went to check on my zara account and it appeared as if i had never purchased the item. On my bank account it said i was charged for the order so i contacted them via chat and 1 agent stopped answering me mid conversation, i reconnected and another agent said that i could not be charged till the order was shipped and that it appeared on my account that i never purchased the item , i explained that that was the reason i was contacting them , because i was charged but my order was no where to be found, he kept repeating that i never placed anything. They basically labeled me as a lair ,so i asked if it was okay if i sent a screenshot of the transaction because they didn’t believe me and he kept repeating that there was no way i could be charged , i asked if i could send proof again and he said yes and while i was taking the photo of the transaction, the chat was disconnected! Instead of helping me out they labeled me as a lair even though i had proof! I was super nice as well because i understand errors happen but they just didn’t seem to believe me :(

Worst customer service.. I tried to return a pair of shoes that my daughter didn’t wear for a second because they were too small. They emailed me saying they weren’t in good condition to return. I was so confused because I sent them back in the same condition they were delivered to me! The customer service people gave me a run around and then I spoke to supposedly “the highest manager there is (her name is Tumerick N)” and she was completely unhelpful and rude. I spend a LOT of money at Zara on my kids, myself and my husband every year and it makes me not want to shop at the store anymore. I am so frustrated at the way they’ve treated me. To top it off... when I did receive my item back in the mail it was NOT the item I had sent in. The shoes I tried to return were brand new and never worn. These shoes were very worn and it bad condition. When I called to tell them this they pretty much said I was lying about the whole thing. Isn’t supposed to be the costumer is always right?? I was going to just take the hit and maybe give these shoes to a friend who has a little girl but these are not the shoes I had originally. I have told several friends about this incident and they don’t want to shop at Zara anymore either. Terrible, horrible costumer service.

DO NOT ORDER ONLINE!!!. I put in a large order and needed to change the shipping address so I called Zara. The representative told me that my order had been cancelled and that I would need to wait 24 hours and then put everything back in my shopping cart as a new order. What an inconvenience. I asked her if there was any way they could just put the order through again and she said they could not because they wanted to keep my cc info private. In the meantime, she manually changed my shipping address to the correct one. I waited 24 hours and put in a new order. I saw other things I liked, so I modified the order. Upon submitting it, I saw that the shipping info was still incorrect. I called again. I spoke to a different rep who confirmed that the first order had been cancelled and that my shipping info would be updated. That evening I got an email saying the wrong order (first order) was being sent to the wrong address!! How can this be? This time I contacted them via chat. The rep tells me there is nothing they can do and apologized for the misguided info. Now I have to pay for 2 orders. One is being shipped to the wrong address so I will have to find a way to retrieve it and then pay to have it shipped back and hope for a refund. When I asked for contact info of management, we conveniently were disconnected. Such horrible service!! Buyer beware! I will never order online from Zara again and have to pay for there mistakes in time and money.

Terrible online return policy, useless customer service.. The 24/7 chat is COMPLETELY USELESS! It says “wait until we contact an agent for you”, 2 minutes later is closed due to “inactivity”, so you never get to speak with anyone. Also if you get out of the chat, everything gets deleted so you have to write everything all over. The 30 day return policy is not the same as in stores, if you pass the 30 days you are stuck with your item because they wont even give you a store credit. This sounded reasonable at first until my order actually arrived 2 weeks after it was shipped (when it was supposed to be 5 days) and they told me that the 30 days started the moment the item was shipped. I went 2 weeks after it was delivered to return it but for them it was too late. They get to be late and punish the customer by keeping their money. So you can come to stores with an item from 5 years ago and, as long as you have the receipt they will give you at least a store credit, but not for an online order that was 2 weeks late (for them). Nonsense!

Pros and cons. The thing I love most about this app is that you can walk around the store, scan the pieces that you want, order them online and not even wait in the long lines at the stores. The worst part about this app is the fact that you can’t reach customer service. At this time I am trying to chat with customer service through their chat about a missing item from my order- and if you step away for two seconds- the chat times out. You have to request a chat again! And keep waiting! I’ve had a hard time reaching customer service. I just called on the phone about this package... they say their lines are busy and to try again! As if people have all day to just continue to try to contact Zara about an issue with an order. Why can’t I just email support and wait to hear back from them? Why is this so difficult? You should make returning and reaching out to customer service about an issue an an order just as easy as you make ordering I’m extremely frustrated at this time.

ABSOLUTELY STUNNING. Great app. Great clothes. I buy all my baby clothes from ZARA now! Top notch things but very inexpensive! So unbelievably cute and I love the feature where they pair the clothes with other items that they sell. That feature always gives me great ideas on how to dress my cutie pie! Although, I do wish they paired more of their items to more clothes because sometimes it only pairs an item to a shirt but i'd like to see the whole outfit (if you know what I mean) I literally want to buy everything. They come out with new clothes all the time which I really just LOVE! Super unique and fun! Definitely recommend the app. It never crashes and it's easy to navigate and browse through. I love their main menu because it's easy to find what you're looking for in a jiffy! They never ever bore me! ZARA. is. so. cool!

Love the Clothes… Hate the In-Store Experience. The only store we have is at International Mall in Tampa; I have been in the store 4-5 times in last three months, love the clothes but every single time, I leave completely astounded at how rude the staff is- like nothing I have ever encountered. Twice, I have been in line; one register open so I go up and have my items rung up to have the nasty cashier tell me they don’t take cash at that register- no signage at all anywhere and it was the only one open but this is my fault? I said well I’m paying in cash and she looks me in the eye with a scowl and the most sarcastic tone and says, you really don’t have a card?? I almost walked out, but I’d stayed while the manager came as the cashier rolled her eyes like a two year old- the manager wasn’t all that much better, like I ruined their day because I should know even though there are no signs any where saying which registers take cash… Thank God for online shopping because life is too short to deal with that mess..

Training of CSR. Being a senior and on SS and money not abundant, I called prior to making the purchases that I did to be sure there was an extended return policy due to COVID and WAS told yes 60days! Please refresh any CSR to be sure of the third party policies. I would not have ordered due to the recipient visiting in Illinois and living in CA. Her trip here would coincide with her return to CA one day after the 30 day policy but thought she had the 60 day policy that we were told was valid. WHEN my daughter tried to exchange NOT asking for a refund but exchange the items, she was told no she was one day past the 30 day policy......she proceeded to explain her mother had called and was told by a misinformed CSR she had 60 days to return only to be rudely told to read their policy..... I called your line to explain what we were told and again told nothing could be done.......obviously you have lost two customers, which overall is not a loss to your large company....but will tell as many as we can of our experience to warn them of such poor customer service especially during the pandemic. Cathy Cloney

I’m Impressed, Great Company. I bought a pair of men’s jeans in a color that’s not readily available and a nicer-than-normal “stone” color t-shirt to complete the ensemble. I spoke to this woman at Costco and complemented her outfit palette. Basically it was a pair of very pale pink jeans and gray t with white white superstars, very unisex. I’ve always like nice clothes and when I see something I like, I try to make it mine. I got the Zara shipment super fast. The packaging was simple and very earth friendly recyclable. The clothes weren’t thrown into the ubiquitous plastic bag, but laid gracefully, ensconced in tissue. Just opening the package was pleasing. The jeans are high quality, exactly the tone I wanted, not fey but still pink. The t-shirt is a little lighter than I wanted but beautiful and dressy enough to wear with the jeans to Thanksgiving dinner with my family. I’m impressed. BTW, I’m 67 and married to the same woman for 37 years with two grown kids. Style knows no age!🍸😀

Worst customer service. I’ve been a loyal customer of Zara since 2008. I love their style and clothes. But lately, their service became so crappy. I ordered last December some stuff for my New Years event. I’ve waited for more than 10 days for my order to arrive. But I didn’t unfortunately I didn’t get it. I tried calling their customer service and they just told me that I’ll be getting a response or call back from them to resolve the issue. But no reply from them. I still tried contacting them with patience but I just get the same spiels that I think they practiced. After several weeks of trying and nagging them, they finally processed a refund. But I had to wait for another 14 days. After resolving the issue, since I love Zara so much, I tried to order again but I sent to the store to make sure that I’m actually getting my stuff. They sent me an email that it was sent out To the store already. After more than 10 days, they said that my order was affected by slight delay. I tried to be patience and called the customer service again. And all I got from them was the same spiels and dialogue. And luckily, after almost a month, i still don’t have my order.

Eighteen thumbs down. If I could rate this no stars, I would. I was trying to make a purchase during the recent sale and the app crashed. I was in the checkout where you enter your card info. I kept reloading it and when it finally began working again, they would no longer honor the sale price. I reached out to customer service via chat option and the representative said varying “standard procedure” phrases like, “I would recommend subscribing to the newsletter” and “there was no order made before the sale”. That’s my point, I couldn’t make my order before the app crashed. I don’t see how Zara failing to keep up with traffic on the app and it crashing would be my fault, but according to them it is. Also, I’ve been shopping with them for quite some time and spent a lot of money, so one would think that they would want to honor the sale price. Zara does not care about their customers. Boo to Zara. Eighteen thumbs down. Shop with companies that care.

Could use some improvements. I’ve been shopping at Zara for the past decade but sometimes the best deals are online so I’ve used this app on and off for about a few years. One big issue is that the search feature doesn’t always show the products you’re looking for. Super annoying when you’re trying to buy an item that just went on sale and you know is about to sell out. Another issue is the chat bot, my recent online purchase was never delivered and I had to file a claim three times with the chat bot because the first few times the app would just delete the conversation when my phone went idle. So frustrating. The third time I think it was an actual person messaging me but I never got a confirmation email so I called the number instead. Highly recommend calling them because it was actually quicker and they sent me the return invoice. Due to supply chain issues and the my criticisms of the app I won’t be buying anything from Zara on this app or online anymore.

Shipping service. Zara a few years ago was an amazing store to shop from. Particularly from online you would get your items super fast and the customer services was great too. Now they take more than 8 days to send any information on your order. I order June 24 it’s July 2 and still no information. My order, just says being prepared on the app. On the order confirmation it said Expected by July 3rd. I have come to realize it most certainly won’t since that’s tomorrow and I still have no information on it. When I called customer service the poor guy thought I had just order it yesterday, even they don’t have there information right. He then told me that my item had been sold out but they had found one “just for me” and that maybe that’s why it was taking longer.. well hopefully it isn’t a crappy one since it’s “the last one”. So Beware buying online, Zara is not that store we used to love shopping online from. You are better of just going to the store.

Your customers deserve better.. Zara literally has the worst customer service. Since they’re a high in demand brand they don’t have to rectify this. Don’t ever have a problem with an order and think you can call customer service for help, because they will not offer help. They might as well get rid of that department altogether. Unfortunately for me, there is no physical Zara store located where I live. So I have to use the website/app to get their pieces. Their site platform is not the best. It’s often difficult to find certain pieces. Everyone complains about this. Zara has made a few tweaks with allowing you to save items for “buy later” or “wish list”. This helps. Zara also needs to either lower prices, or increase the quality for some of their pieces. In all honesty, many of the items aren’t really worth the price point, but the fashion sense is so on point. Which is probably why this will not be rectified. My best advice is to wait and get things on sale.

So surprised at Zara this season…... I am an avid Zara shopper. I check the website daily, and through this past holiday season and the wonderful sales, I purchased several times per week. However, once the warm weather styles showed up I found myself buying less and less. When I do buy, I’m returning much of my order. I have always counted on Zara for unique pieces. I love the prices, quality has been adequate, and I have pieces that look couture when styled correctly. But something happened recently. C’mon with the slits/slashes/cuts all over and colors not found in nature. What’s with the Shein/Forever21 styles and colors?????? Ive heard the same complaints from other Zara loyalists and the internet is full of comments about Zara’s weird offerings. Also, I don’t have to recount many beautiful items brought to offer with “Coming Soon”, but never showing up. I am empathetic with companies suffering from supply chain issues at this time. But I honestly feel like the great items couldn’t be made, your buyers went into a factory producing cheap, ugly garbage, and are trying hard to pass it off as fashion worth considering. Again, c’mon guys. You are way better than most of the junk on your site right now. I have written when your drops left me breathless and giddy. I have also purchased gorgeous pieces and I’m not afraid to spend some money. So I’m hoping that once you clear out this season Zara will get back on track. Lots of us are hoping….. Thanks for listening.

Liar. I did a purchase on jun 29. Since i’m leaving this Wednesday. I’m going in vacation. I did the purchase 11 days before. During the process i selected standard delivery option because it showed me that “is expected on July 2”. After I completed my purchase zara send me an email that says is on top of the email excepted on july 4 and on the bottom of email it says delivery from friday 5 july to Thursday 11 july. They send me an email yesterday that the order is on the way. When i tracked my order it shows me that they just created the label but your order in sot on way yet. I wish i will receive my package before i leave on Wednesday. If not, just like that not opened yet i will return in the same day that it comes, with my cousin help because of course i will be out of the country. I’m extremely upset how zara lies people about the shipping. If i knew that the package will be this late i would select express shipping option. Such a liar. I will not order anymore from zara. I’m leaving this review just to warn people. Ridiculous how they lied me!

Dear Zara, Do Better!!. I am so appalled and disappointed by this company. As a long time loyal customer who orders religiously in store and online, I am now reconsidering my feelings and future purchases towards this company after my experience today. For some reason, on my last order they did not include my street number in the shipping info resulting in the courier returning the package back to the company. Not only did the courier confirm they reached out to Zara in a total span of 5 days asking them to update my address so that they can try to redeliver but they never bothered contacting me or even sending an email saying my order was canceled. They just went ahead and did it. Therefore, I called their customer service only to be consistently hung up on and for them to rudely tell me that they could not resend or reroute my package back to me and that if I still wanted the items in my order I would have to place the order again. Meanwhile EVERY SINGLE item in my package is now SOLD OUT or no longer on the website. This is so upsetting. A monkey can do a better job than Zara’s customer service reps.

Modern and sleek. This app is been one of easiest apps to maneuver around. It’s simplistic and has a clean and sleek feel to it. It reminds me of how it feels to walk into an actual Zara store. I love the fact that you can easily access your online purchases history and how you can keep track of your order and your invoice . Only criticism would be that the thumbnails are sometimes too sensitive and when you are scrolling down with your finger and tap to scroll up/down it selects whatever item is there, when all you wanted was to scroll up/down. I don’t know if that makes any sense haha extremely happy with the quality of the items as well but this is not a review on that only the app just thought I’d mention it :)

My Zara account got hack!!. Before ordering from the Zara app, I would suggest you think twice. I purchased four separate items through the Zara app. I waited three weeks for it to come, and it was supposedly delivered yet in a location that I have no clue of. My account on Zara was hacked. The address that was in my account was across the pond. That location where my items were sent is a state I have never been to (Maryland. I don’t even know anyone from that state. And to top it off, the person on my account name; I don’t even have a friend or family who has that name. I called Zara, and they said it must have been a system error, but how could that happen. They are taking forever to return my money. On one of the orders, they refused to give me my money because they believed there weren’t any issues. Seriously this is very upsetting. It’s been almost a month and this issue is not fix. Never again will I purchase from the Zara app ever again. The worst customer service. I am going to have to report them to the business bureau.

App experience is not good. I understand Zara is trying to be edgy and brand coherent but the way their website and app are developed it just makes it harder to navigate. On the website the images are laid out in a way that makes you question whether everything loaded or not because there are white spaces everywhere. They’ll also have random pictures with clothing that aren’t clickable, and then when you eventually find the item those images with actual people wearing them aren’t included. The way you scroll down to see more images of items in the app is not intuitive, and I accidentally swipe left or right all the time and end up navigating away to another item. The information included in the descriptions, such as materials or size of models etc is inconsistent and generally not helpful. I like store specific apps generally. I think the apps have better experiences than websites and it’s nice to have it all in one place. But I’m deleting Zara’s app because it’s the opposite.

Easiest shopping experience!. Love this app! Best feature is the “match with” section beneath each selected item. If you click on a top and it’s shown with cute pants, those pants will be listed below if they are still available. Love that function! Super super easy returns - best business model, because the free return policy encourages me to buy more, without fear or stress. Very very intuitive design. The only thing that is less straightforward is the exchange process. It took me some digging to figure out that I wasn’t being charged twice during an exchange. Perhaps a note on the exchange receipt that says “amount charged if exchanged item is not received...” Would be a bit more clear. Also less (or no) repetition of pieces within a section would be better for me, as I like to look through all the dresses, for instance, and may not be able to get through them all because it takes such a long time due to repeated item listings. Hope this helps, great work!!!

The best most stylist clothing for everyone. My go-to for office, evening. Lazy days, gifts for family and my husband, all under one roof!! Be a little different, change it up with a funky jacket that makes a great piece from computer work to computing the tip at your favorite after work watering hole!! Delicious fabrics, standout tops and bottoms for all ages and the absolute best accessories at great prices so your outfit is a stand out in any crowd in any City. Be aware, there’s gonna be big compliments, envy at your stylish choices and no age agenda!! I’ve been the recipient for years without fail, even in the courtroom (my professional career lands me there) and I’m always in proper but attractively outfits! It doesn’t take a personal shopper, it doesn’t take a huge bank account and it almost doesn’t take a fashionista eye to make you look fabulous!! It just takes some trying on for a good fit, some professional assistance, if needed, from Zara’s well trained and highly competent , not pushy, sales staff and you’re out the door with NOT a ‘whole NEW you’ but a well clothed person who’s got great style!!! I am a major clothes horse who’s budget is working class caliber but Zara makes you look runway ready for any occasion from the tips of your toes with great shoes to the top of your head with accessories!! Who said designer chic has to break the bank, not with a Zaraein your side!!🥰🥰

Other gift cards. Love buying items using app bec there’s always a very long line in the store here in SD. Not enough dressing rooms and not enough staff ask for help. BUT RETURNS via mail is not FREE , is a hassle to go to the store , ALWAYS. Zara app DOES NOT ALLOW to use other gift cards for purchase on line and combine payment for the difference. And calling in the order to the telephone representative DOES NOT HELP EITHER bec they say , THEY ARE NOT ALLOWED to help customers place order on their behalf if NOT USING ZARA GIFTCARDS. Which is disappointing and frustrating. WHY NOT , IT IS STILL A PURCHASE . Sometimes, I just don’t want to use my personal $ specially if I have this gift card to use . Please CHANGE YOUR CURRENT ACCESS and NOT JUST ALLOW ZARA’s gift card ONLY . And you DON’T have point system FOR PURCHASES or promo’s for birthdays too . thank you .

Zara thank you for making me look good. I am a mom who just decided to get rid of old wardrobe in one shot cut my hair shirt and modern. I needed a change in my life tired of the old and repeated. I went in the net found that Zara was shipping it had great reviews and that’s when I decided to try it out and trying out I mean buy a new wardrobe. Today, I shop on the app and the store and I love my new look. I would I have dropped 10 years of my look and I could never be happier. My only recommendation is to Zara IT team. When I search in this app always don’t see all your current items and this is something that would make my buying experience easier. Also, love for you to offer a credit card for purchases.

First time shopping. I’d rate Zero stars if it were possible.. Although a bit pricey for their basic designs, I was willing to take a chance on their clothing so I did. I sent the item back for an exchange of a smaller size because the SM & XS runs big. There were strands of loose threading in a tailored blazer that cost $89. I expected a much cleaner stitch. The fit of the item ultimately did not work for me. So I returned the item properly like the instructions indicated: Zara first ask to verify order number and tracking number, understandable protocol. Although the item was mailed and delivered last week: I still get the explanation of “the item is still in the drop off location… Can you provide proof of delivery for additional information to be reviewed by the relevant team”? Why is there need for additional proof of delivery if I provided a tracking number which indicates the exact item? That’s not my problem or my fault of where it still is. I was Only required to return the item so I did! And it feels like I’m being penalized. Eventually, a refund is processed but do I have to experience hassle first before a refund is initiated? The chat system is horrible. You get a better response talking to the automated robot than the person/representative. When Zara is in error there’s no apology, effort, nothing. This will be my first and last time shopping here. Their rating doesn’t even deserve my one star. My initial rating was Zero for overall poor.

nice app and store, could use a few improvements. i love the store, and i also love how quick the shipping and delivery is. one issue i have is that the model sizes aren’t available. unless i just don’t know where they are, it’s crucial that we can see what size the model is wearing so we know which size to buy. secondly, why aren’t all of the items of clothing that the models are wearing featured in the “buy this look” section? i wanted to buy a whole outfit that a model had on but i couldn’t find the top ANYWHERE. i searched the whole website, used reverse image search, and even contacted the zara instagram team because i wanted to know where i could find it. if it had been featured, i would’ve bought the entire outfit and you guys would’ve had more money. lastly, i hate that the screen on our devices gets really bright when looking at the tracking screen for our purchases. there’s absolutely no need for that.

Horrible returns and no customer service. They make it almost impossible to make a return and getting ahold of an actual personal that works for customer service is impossible. I ordered a pair of clogs in size 9, they sent me black ankle boots in size 6 1/2 as well as a damaged pair of pants with a missing button. Online customer service that introduces itself as a person is robot and will not help you, no one in store including managers will help you. I’m still waiting on a return label from days ago for the wrong pair of shoes they sent me and damaged pants. The in store manager in dallas told me there was nothing she could do for me even though Zara sent me the wrong pair of shoes and damaged pants and sent us home with those those products after hours of attempts online trying to return. Then she informed me that both of my items were no longer available in my size and she couldn’t offer me anything. Unbelievable. Never experienced ZERO customer service like this anywhere!

Customer Service Lacked. My review isn’t per say about the App but more so about the customer service I received from an item I ordered through the app. On 12/6 I ordered a bomber jacket with the anticipation ship date of 12/8 to 12/14. Here comes 12/23 with me expecting to receive an item I ordered well in advance come to find out they had an issue with processing at that time and Gin (male) told me they would re-issue a new item to be shipped to me. I inquired about expedited shipping and it’s not something they do at Zara, I asked to speak to supervisor again that’s not something to do with ZARA. So come 12/28 I have to call back because I never received this email I was told I would get to inquire about an item that I found out today from Kimberly was out of stock as of 12/23 when I called. So basically from both reps there is absolutely nothing they can do outside of a refund when I had ordered this item it was full price now out of stock and when I called on 12/23 it was out of stock but I wasn’t informed it was out of stock not even a coupon, a gift card, or replace the item when it comes in stock, nothing no empathy at all for their lack of due diligence and inconvenience this caused me. I just recently started shopping at Zara and I realize if you’re not in the store the customer service lacks on the online platform. That’s not a brand I want to give my money to.

Too hard to follow. After reviewing their app (and site), I have to think, “What was going through their heads?” The format/layout makes it so completely difficult to see the clothing items. Half the photos are from some bizarre angle and others just stupid…a model falling in a pool??. I know I would purchase from Zara but keep finding myself leaving my cart and going to other sites and apps that are easier to follow. I want to see the clothes presented nicely, not on zombie models that look like they just rolled out of bed, haven’t eaten in a year and then stuck their finger in a light socket. Walking around town I have never seen anyone looking like their models, which makes it more difficult to imagine myself in their clothes. I think they have some cute apparel, but I wouldn’t know because to this day I haven’t purchased something off their site. And that’s sad because I pretty much do all my shopping on line.

TERRIBLE. I have been a loyal Zara customer for years both online and and in store. During my pregnancy, I was looking for dresses and made an online purchased for one. A few days later I received the notification that it was delivered. I immediately went outside and saw there was no delivery made. I called customer service and they told me it was delivered to a CA address (I live in NY), which left me completely confused. I went into my online account to see the address and realized it was shipped to a friend’s address. I had sent out a gift to her for newborn SIX YEARS AGO. I called them back and asked why it was sent there and they said I had selected the address. I told them my address has always been the only address that is on my checkout, why all of a sudden would that old address make it’s way into my default address? They told me I was responsible for the dress. I called my friend and she said she has not lived there in four years. I called them back and asked if they can request a pick up tag and they told me no. I asked to speak to a manager as I believe there was some type of glitch and they ignored my request. They left me no choice but to dispute the charge with my bank. Zara then took the liberty to block me from my online account like I am some criminal even though they never took a second to consider my experience. I will never shop at ZARA again.

Very poor check-out process. I tried to purchase more than 20 items at a time at 8:00 pm on the 1st day of summer sale with your app. During my check-out I was told some of them were already sold out so I had to delete them to finish my shopping. However you didn’t tell me which one was sold out at all !! So I had to find out by myself & it took around 5 minutes. Then during finding out & deleting them another one became sold out. I had to do the same process again then another one became sold out. Again & again !! Can you believe the situation ? I started my shopping before 8:00 & finished 8:30. I was really quick to choose & proceeded to check out but just because you didn’t tell me the sold out details I couldn’t check out for 30 minutes !! If only you let me know which one was sold out I wasn’t bothered at all. And the biggest issue is I couldn’t purchase what I truly wanted. I certainly put my favorites to the shopping cart but during finding out the sold out ones someone else already bought them. I lost lots of items in my cart. That was terribly sad & disappointed. Actually I had the totally same experience at the winter sale last December but I had a hope you fixed the problem already. Shopping should be fun & no stress. I understand your situation caused by the pandemic but please try to improve your check-out process or system ASAP for the customers. We really need it. Thank you.

The worst customer service at Zara. I bought a shirt online and sent it back the next day after seeing the color in person. They sent it back to me a month later and said it wasn’t returnable because I wore it. I didn’t even try it on because the shirt color washed me out. So they sent it to me that way. I tried calling customer service and they kept saying a manager would call me back. No one ever did. Then I would get an email that they tried calling me. There wasn’t a missed call and this happened 3 different times. I never spoke to a did manager. I used to order from Zara but I was so mad about this. On top of them selling me something that wasn’t returnable (which I still don’t understand. Because I didn’t see a stain and it was obvious this shirt was new with the fold marks), you can’t actually speak to a manager or get any answers. They just repeated the same thing over and over. Awful service.

Lots to improve (basics really but. Nothing but absolutely nothing on your site is easy or intuitive. Your categories make no sense - new, sale, collection, editorial, rspt, random circle images on top with some kind of categories - there is no explanation and I have no idea what and why there is a difference. Basically even looking through every tab I still don’t have a good grasp on what to buy and where and what you really sell. No clue why you show collection, no clue why and what editorial means but I can’t find it or buy it. Even if you ask for the system to send you an email for merchandise that’s not available it takes months for the merchandise to arrive if at all. Very poorly run branding and merchandising by your teams. Brand you have to continue to establish in consumers brain without frustration. Get them interact in regular basis and deliver on the promises you are making (even the visual promise.) You basically let me down every time I shop the site.

Terrible App Deaign. I have had a horrible experience using the Zara website- it so difficult to navigate! I downloaded the app thinking “surely the app will have better usability!” I was wrong. Somehow Zara managed to create the most frustrating, inaccessible, unpleasant app. It’s almost as though Zara wants to make your online shopping experience impossible and frustrating. Hot Tip: hire new designers and focus on usability over aesthetics. The font and button sizes are too small, navigation and sliding from one item to another is so confusing and frustrating. Your designers need to TEST the app for usability before releasing. Your digital products might look cool but I can guarantee you lose customers because of the horrible user experience. You are a fast fashion company not an exclusive high end designer. You don’t need to have your products emulate the exclusive and brutalist style high end brands use. Also I never write app reviews but for this app I needed to because it is laughable how terrible the app is.

Just Right. I am a small waisted curvy hip and got a nice size desired Derrière. XXL is the perfect fit for My shape without having to tailor my pants, I love how smooth and comfortable all the styles of available. Most of the dresses I choose are size Large and Mediums depending on the type of fabric used. Then let’s speak of the blazers , oh honey! Aren’t those beauties truth as to where I get stopped all the time and asked where, did I luck up and find such fashionable treasures. Zara is a one of a kind unique fun high quality wonderland for my type of desired looks. What I also, admire and appreciate is the return policy and fast turnaround time of being refunded for items. I can personally guarantee you that even if you return an item(s) then you definitely will be a repeat customer and find something else you love. Can everyone give a really Big shout out to Zara for the “ VaVa-Voom” more to love curvy sizes because my physique ranges fluctuate at times from 12-20 depending on if I work out or decide not (because that’s my business lol) to and I need my Zara no matter what size I am. Happy shopping everyone.

Just no. Every time I try to place an order through the app it declines it because my account is automatically hooked up to an old credit card that had to be canceled because it was stolen. It then obviously declines the card/ cancels the order and then freezes my account for days. I have tried three different times now to make a purchase.. I called Zara and spoke with a rep who told me it was an error on my end and that I had entered credit card information incorrectly but in one to three days someone will call me back to confirm the order. Never happened. I even called my bank to see if the charges went through or if there was anything wrong with my card and they said they saw that the transaction had attempted processing but that it must be a problem with the Zara website. So now I wait three more days for my account to unfreeze so I can attempt my order AGAIN. This is very irritating on its own but additionally, every time I go to re order, multiple items I originally intended to purchase are out of stock.

Needs work - not user friendly for those who like to build carts across several days. Cart items don’t preserve- spends hours building cart hundreds of hundreds of dollars and it clears - no energy to go back and source all the items very frustrating. Made purchases in past where it says there was problem with the order No order confirmation. So I Went back to reorder them, then received both orders over $1k spend and they ship from different DC’s weeks apart so returning in store was a giant hassle. Wish they’d work on the app experience. I also find it weird the pdp images swipe down instead of left to right I constantly try to swipe right to view more product images and it brings me to new product - weird UI. Take a note from H&M app - be able to favorite - preserve carts over days / weeks etc. navigating across categories is difficult from landing page too. Awkward.

Returning is a nightmare. They have changed their return process into a hellscape of difficulty and frustration. I had lengthy unintelligible conversation via chat (in which I was disconnected by zara prior to resolvng issues)and I was told I must go to the post office to return. However, after reviewng the form sent via email (why not have the label etc available in the zara app?) I saw in the form that I could print the label on a usps website page for label making. However the link included in zara's document didnt work. Tried 20 times via multiple devices and browsers- didn't work. I told the rep about this and he proceeded to tell me to try again and then disconnected. Guess I'm going to the post office. 1.5 hrs to reach this archaic return procedure result. Sidebar- I just heard in the news that companies are tryng to make returns more difficult bc they have too much inventory. Well done, Zara. Never ordering from them agan.

Poor Clothing Quality. I’ve been shopping at Zara for many years. It was always my go to spot for my everyday style and their price point i felt was relative to the quality of their goods. Recently I’ve been severely disappointed in the quality of their clothing. I’ve purchased several pairs of pants/jeans that were ruined upon their first wash. After my last purchase where I experienced this issue I reached out to customer service to request that they either replace the item or refund the cost. I followed their care instructions on the item and from their website. Mind you their instructions are very abstract and simple. They prolonged their response for several weeks and their customer service was inconsistent and unhelpful. In the end they did not acknowledge the issue at all and refused to either refund or replace. I will no longer be supporting Zara products. The quality of their clothes is not worth their price or hassle to figure out proper cleaning.

Disgusting customer service. Corporate Representative, I just returned home from going to the Zara Norwalk, Connecticut location in the Sono Collection Mall. I bought a pair of shorts and crop tank top. I went to the Yard House restaurant to eat and try on my clothing and then realized I did not have my receipt in my bag as expected. I returned to the store at 5:00p, 1 hour and a half after purchase to retrieve a receipt from register and refund my purchase. As soon as the manager saw me she said she can’t help me and that I have to follow up with customer service. I then asked her if there are any other options. She said no. She said the register can not go back to previous transactions and asked me to leave. I was completely insulted and surprised. Tracy, the manager is a white woman and the experience felt extremely biased and racist. I tried to remain reasonable & patient hoping she would be helpful. This was after an hour long wait on line. My sister was extremely upset and intervene. I can not believe your establishment hires racist managers who would treat me this way. I returned only 1 hour and a half after purchasing and they did not supply a receipt. I even provided my sister’s receipt so they would see the register and time we were there. I live far away from a Zara location. I drove from Bridgeport to Norwalk and will not be returning. I need assistance and resolution

Great products, app needs work. Unfortunately, ordering has been very difficult. Especially when stock is low and you’ve put something in your cart, which is then sold out before you can pay. Instead of it being deleted out and proceeding with the rest of the purchase, you also have to edit it out before you can pay. In addition, the app often doesn’t work well - it’s difficult to get to the section you want to shop in - be it kids, home, etc. And often you cannot navigate at all. Last, I recently made a purchase and my bank showed that it was approved with the secure purchasing process. Since the package never arrived, I checked my purchase in the app. The purchase was not recorded. Even though my bank approved it, so far at least the card has not been billed. I really enjoy shopping at Zara, because the quality of their kids and home products has been great so far - but the process is anything but enjoyable.

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Trying to be too cool. App is not intuitive. It is difficult to navigate and determine where you are on the site. Sensible scrolling needs to be implemented as it is easy to get lost. The ‘scan barcode on receipt’ doesn’t work on in store purchases. There should be a profile option that can be scanned in store to record purchases.

Change delivery service!. TOLL delivery is awful and doesn’t even try to deliver, just puts a slip in the mail box saying they ‘tried’ and then tries to argue you should stay home all day in order to receive the parcel even though you were home and waiting for it. To then be on hold for an hour with customer service for them to tell you they do not know where the order is but it should be delivered that day (a week later than it was suppose to) and then it still does not arrive!!! Switch to Australia Post honestly, TOLL is garbage.

Love the App. I love shopping with the Zara app because it has so many choices, great photos, easy returns & you can get items before the hit the stores too!

Layout isn’t very user friendly. This app seems to be too focused on aesthetics rather than usability. Layout and functionality is not intuitive, photos of clothes used in thumbnails don’t show the item enough to see what it looks like (a photo of a top where you can only see the collar isn’t very helpful), and there needs to be some option to filter or sort items.

The worst customer service. Rude arrogant customer service. Refused to deliver my order even though my address is inner city Sydney. Did not communicate that my order would not be delivered I had to contact them 4 times. Had to wait over 2 weeks for refund. So bad. What is the use of online ordering if they won’t deliver. Taking money under false pretences

Racist. I was a big fan of zara fashion so far but they have crossed the limit recently by doing ad location which resembles the recently destruction of Gaza in recent war with Israel. I know zara will justify with non-sense context but intentionally chosen and cretes the scenes which really hurts the muslim population all around the world. Remember one thing you can do anything with the money but you can’t destroy the courage of palestinian. From river to see the palentine will be free.💪🏼💪🏼

Not user friendly. Only can view max 4 items on the screen at a time which means too much scrolling! Filter doesn’t work either to narrow items down by sizes/colours.

I love Zara. Simply the best affordable fashion available! The app is brilliant and easy to use although sometimes the stock search results aren’t matching with what is actually in store so call them first, if possible, to check before making a trip for something particular.

Excellent app. Zara app is excellent and handy. Variety of items are available through this app. Even the ones not in store. Only thing is the delivery service they use is toll service, which doesn’t allow you to leave instructions for the parcel, Incase you aren’t home or you can’t know the whereabouts of the parcel by calling up or get an estimation about the timeframe of delivery. That’s the only downside in terms of choice of courier service atleast here in Perth. Would have been better if Zara switches to Aus post as they are more convenient courier services.

Worst App Ever. Zara has the worst app ever and their customer service and delivery service are much worse than their app.I was left stranded after my purchase whatsoever no updates on the status of my delivery. When I rang and enquire about it I was told that it was still in warehouse and that I will receive a confirmation from them by that afternoon when my things will be delivered to me and yet no updates on delivery no calls nothing I’m sorry to say this but I don’t recommend shopping with Zara.

Zara sale. The app for the sale was difficult to use. It kept saying an item I had chosen was out of stock. However, the app did not show which item it was for me to delete. I also chose collect in store but it kept shifting out of that choice. Had to finally choose home and again I had to try many times before it let me pay up.

Always fast and super easy to use. Love the ease of this app. I can email or contact them so simply. Fast responses. The photos and information is clear and simple to navigate through!

Clean interface at the expense of functionality. It’s a lovely looking site but difficult to navigate, the clean interface is too clean making it difficult to find shopping cart. There is a missed opportunity to communicate more regularly with customers through notifications. Otherwise great.

Love! Shipping Notes/Msg required tho.. Items categories well. Easy to manoeuvre. My only ‘complain’ is adding a field/space for shipping msg would be nice. So buyer can write a note to the delivery guy where to leave parcels at. I do a lot of online shopping, and it has always works—Leaving a shipping msg has help me let the delivery guy know where to leave the parcels where it safe without having to pick up my parcels at the pick up point every time—which can be annoying :)

Very dissappointed. I have had very bad experience shopping with Zara being such a big brand the online shopping is terribleEvery time I have stuff in my basket and I go in and continue my shopping my stuff gets wiped away this can be very frustrating as it should be the same experience that we get as if we were shopping in store if we were shopping in store we would have our things in a shopping trolley and no one else would be touching it untilUntil we go to checkout I’m finding it very inconvenient as I do a lot of shopping for my children and then I also like to look stuff for myself but this is not an option as things get wiped away and not put on hold as you do your shopping it should be hold and u give tome at least time to shop around and do more Shopping. I have been told from friends that this is a case but never actually experienced it myself as I feel like this needs to be a big change in your online shopping otherwise you’re going to have many people not unhappy customers especially online.

Amazing!. To be honest I don’t like Zara’s layout of shopping. It’s weird and I just want to scroll through the clothes normally not weird photos around. Besides that it’s pretty good to use as you can purchase through the app and it’s just easy as you can save clothing for later too :)

Amazing App. I’m so glad I found this app, it’s so easy to use and so reliable. Being able to get my Zara favorites delivered to my door is just perfect, by the way what a quick delivery, received my goodies 2 days after I purchased wow 🤩 I’m very used to Zara sizes so I know exactly what to get it will never be wrong.

Simplification is required. As i open the app feel that this app should be more simpler to use please make proper section in genders and editions very hard find the categories. You should let people what thing they want . It should not be a designer’s portfolio it should be clothing brands app.

Everything is so easy. It does take a while to get used to the interface of the app when browsing for clothes but once you get used to it, it is amazing! So many things you could do with this app, such as finding an article of clothing from a photo and even the return/exchange process was so easy! I have no idea why I didn’t use the Zara app earlier

I love it. I liked that it’s convenient and the product availability is high, some of the items that I purchased I couldn’t find my size or even find them in the actual store so thumbs up for online shopping. Also i liked the way the Items categorized. But i didn’t like that if got some stuff in the shopping bag and I didn’t place the order within hour it all goes away 🤔

Depressed and sad looking Catalogue Models.. In this sad time of lockdown and uncertainty, it has made me quite sad and anxious viewing your aap. I can’t look anymore, too sad- all your models look like they’d rather jump off a bridge than model Zara Clothing. Why the lack of smiles? Not uplifting. Not sexy, not arty, not NICE. Depressing.😞 Trinny is a great and happy ambassador for your label, and due to her uplifting manner, I was encoured to download the aap, to sauce some of her pieces.😩too much. Awful. Think I’ll just watch Trinny.😳

Crashed while checking purchases. After the new update it crashed as soon as you clicked on purchase.

My go to.. Zara is my go to fashion heaven. For styles that are different and made of quality materials, it’s the place to go. I have also enjoyed using the online app since the pandemic. It has never let me down. My orders have always arrived on time and packaged well. Thank you Zara. I’ll be hanging around for a while yet.

Zara app is amazing!. I do not usually write reviews but I’ve been a fan of Zara’s and shop quite a bit at the store. During lockdown, I’ve been shopping a lot through the app and it has just amazed me. The ease of purchases and specially returns is commendable. Easy to use features and quite hassle free. Totally love it!

Great app very convenient. I’ve been using this app to avoid going into the shops and it’s easy to use and navigate. My only complaint is the brightness of the screen where I check my orders, it’s extremely bright it triggers my migraines! Couldn’t lower the brightness in any way ! Please fix it.

SPNB annoying. Very difficult app to shop with. Like website, awful experience, nothing flows, search function doesn’t work efficiently

Glad Australia has been included finally. Something I would love to see added to the app is a Wishlist section. Somewhere we can save products that we love but cannot buy immediately. A brand with so many options needs this feature because it is frustrating to search for an item you once saw amongst the mass of products online.

Poor customer service in change rooms. I went into the the Melbourne CBD store on Friday and the service in the fitting rooms was extremely disappointing. The change room attendant said that they were too busy to go and get my size off the floor and that I would have to go and get it myself . Not good enough The customer service at the pay counter is always amazing .

Easy to purchase from overseas. Been buying for our family living overseas. Love the fast service and easy exchange if required.

Mostly great. I use this app a lot and it is easy to use - however I get notifications of new releases etc but there doesn’t seem to be a way to clear the notifications, even after you’ve entered the app, seen the alert, etc. it’s a little annoying

Love Zara ❤️. Very user friendly. Love the layout. Would be 5 stars if you included a “Wish List” option too. Apart from that I’m so super happy that we finally get to shop online via an App in Australia! Also stoked that it includes all seasons! I’m a huge Zara fan & only ever shop in Zara. Thank you for finally bringing this out in Australia ❤️

My favourite. Zara is definitely my favourite brand, not just because of their great products also for their customer service. As a busy mum, buying online and easy return policy is what would make my shopping easy and without any hesitation. Thank you and please don’t change

Love it!. Easy to use! I got a notification that their boxing day sale is already ongoing at 9pm, December 25th! Thanks to this app because I bought the clothes earlier! It's sold out the next day lol! Better to download this app than using website if you're into online shopping! 👍

Frustrating Experience. Couldn't finalise cart, had to go through a tonne of questions to finally speak to someone on live chat. They gave me something to troubleshoot but soon as i exited out to troubleshoot their suggestion, you lose you live chat. Ended up deleting and reinstalling app to finally finalise purchase. I then paid express shipping only to get an email showing that only 1 of 3 items, can arrive express. So now i have only half an outfit arriving in time. Really crappy customer service experience

The Clothes and Bags are amazing. Your mid-season Sale happens just before my Birthday. The end of year sale is after Christmas. What great times to add to my wardrobe… I will enjoy wearing these clothes and hand bags…. But don’t tell my husband…. Lol…

I feel like my head is in a maze. Poorly designed catalogue for browsing that leaves you feeling more confused about where you are and what you want than at the start. Unfriendly app to use I find it’s too fancy for smartphone based browsing and always having the need to use a desktop or laptop to get my head around what’s on offer in their catalogue. Their menus have confusing headings and the app in general is glitchy and slow.

Totally Fabulous. How boring other brands have become! Weekly updates from Zara are utterly divine and I find myself buying so much more online than I otherwise would. I love the size selection App. It is impressively accurate. Love the range, love the close ups. Love the suggested matches of outfits. Love 💋

Horrible customer service. Black Friday sale on the app. Starting at 8pm. I purchased my cart with the sale prices as soon as the app allowed me to enter. At 8:01. Literally as soon as it began. You’d think it’d be first in best dressed? Simple, look at the time of the order and the person who ordered first gets it first. Apparently that’s too hard for Zara. I get an email a week later telling me my order has been cancelled because they couldn’t find the items in “all their distribution centres”. But wait a sec? I went onto their app and found that the sizes I wanted are still in stock? They never went out of stock? To make matters even lovelier, I call the help line to see if I can get some help to understand why it’s telling me my items are out of stock when really they’re in stock. The lady was reading from a screen in a monotone voice. “It was out of stock at the time” but why did it allow me to purchase it in the first place? “the stock was replenished quickly” Sooo help a sister out and send me the stuff at the sale price? I said okay. Can I at least go in store and buy the items at the sale price I was originally going to get them for? “no it was a one day sale”. Great, thanks for nothing.

Fickle app. I find that this app works sometimes and not others: example have bought items at my current address and now when attempting to purchase over the last 5 days that I keep receiving comments that my address is not a valid “drop off point” - therefore sent email off to the HELP people with this comment and still nothing to date...not like ZARA at all...disappointing...still love ZARA nonetheless!

Great… but could be better. The only thing I didn’t like was the constant emptying of my cart. Including when trying to rest my password it wiped my items. Other than that I would have given the app a 5 star rating.

THIS IS THE WORST. Okay so I’ve seen about a million people complain about Australia not being on the list, I live near like 4 Zara stores in Australia and I can’t see the clothes they sell online in the app or in the website and it’s been like this for 5 years this is the most ridiculous lazy thing anyone could do, I sure hope you add Australia as this is absolutely the worst possible way to bring your store to a new market....

Efficient App!. This has got to be one of the best apps I’ve used for shopping online - the user friendliness of the app, it’s efficiencies and way of making the shopping experience easy from purchase to returns is utterly amazing. The local Australian companies should be taking pointers from Zara.

Excellent App. I absolutely love the Zara app there is scarcely a day that I don’t scroll through it. It is easy to navigate even for an oldie like me. Their clothes are the best I have been buying an article of clothing almost weekly. The speed that they arrive is fantastic and I live on the coast. I love wearing Zara clothes which are up too date with the current fashion and they do have a lot of XL sizes.

Effective & easy to navigate. Love this app as I can also use it in store. Zara is that one place where if you see something you love, but you don’t buy it there and then, good luck ever finding it again. When I’m instore I scan the barcode and it appears on the screen. Then I can save it to my wish list and go home to ponder over making the purchase. The only downside is that Zara don’t have Afterpay. Literally the only retail store in the country that dont have a buy now pay later service. What’s the hold up?

Amazing. Zara always amazes me, no matter which country I’m in there’s always something interesting I find & it is one of the only brands that fit me well without any alterations. Great prices & the staff are always on hand in store when needed.

Best clothing store app. App is extremely easy to use. Everything is very clear, wish they had zip pay on it but other than that it is amazing. Everytime I go on the app I end up buying something. Loveeeee it

Very satisfied. This app is very easy to use and I love that it has the tracking system for delivery and lots of purchase options which are very useful.

Extremely hard to navigate. I absolutely love your brand, but both the website and this app in my opinion are not user friendly! I can’t even scroll anything without accidentally pressing on an item that I actually don’t want to look at ( the scrolling feature is so sensitive that I literally open up new windows to look at items I’m not interested in. It’s exceptionally frustrating and I usually give up scrolling! Please fix this!

“ONE OF A KIND” & “Quality always matters”. “The” best ,quality & unique fashionable product u can ever find in these whole world I find it’s Zara,I Just love Zara stuffs top to bottom; deep down for the basement of my heart,it’s always worth buying ,though I my just a regular customer but my genuine opinion is ,I guarantee u will never regret or get disappointed wearing the stuff u find in Zara. I genuinely want to thank& respect to all the personal for their vision ,dedication,handwork making such a wonderful company.

Improved but still room for improvement. There needs to be an option to filter size after a search, particularly because a lot of larger sizes are out of stock, or don’t exist for particular styles. Could there also be an option to notify the customers when something is back in stock if the item or size isn’t available. The iconic app does this and makes for a smother shopping experience.

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Model sizes. It would be really helpful to see what sizes the models are wearing all along with the mentioned heights.

Zaras blind eye on racism. Zara is a brand that condones hatred towards the muslim population and Palestinians by their employees. I am part of a successful BDS movement in my country where there are several zara franchises and will make sure this does not go unnoticed. You should know better with middle easterners being your majority customers.

Worst. I genuinely want to shop at Zara but I end up closing this app every time out of frustration. When it’s not simply freezing it’s difficult to browse and never seems to save my cart. Please compare your app to free people or urban outfitters. Simplicity really is key. - Also, one of the most useful tools online shopping is photo reviews

Would make shopping easier. Wish u would write what size the models are wearing in the photos. I also wish you had better pics of shoes actually on someone. It’s hard to just picture what they would like like on without seeing them on someone.

Unusable. This app along with the desktop version is unusable. Requires too much data. The artsy attempt to showcase items exhausting. I don’t need one item at a time filling the whole page. Showcase your product in a way that the consumer can see it. If I wanted to pick up a magazine to flip through the pages I would. This is far from user friendly

Great but. The app constantly crashes upon tapping a product three or more times.

👎🏼. The whole app is not user friendly , i got a headache browsing the app 🤯 the colors , the font , how everything is arranged👎🏼

No to racism!. I cannot support a company that condones racism, Islamaphobia and outright harassment by it’s employees towards minorities.

Supporters of Genocide. Uninstalled the app as I will no longer support a business that supports the murder of innocent children, women, and civilians. #freepalestine

Rating of app. It is very hard to figure out the shape of garments when you models are all in crazy position.

Énormément de bugs. Les pages prennent énormément de temps à charger, l’application se ferme subitement et il faut toujours revenir à la page d’accueil, on perd le fil où on en est rendu dans la visualisation des produits et ça en devient parfois… insupportable.

No star rating!!. No star rating!!

Improve. You know how if you tap on an item on the H&M app, it will also show you the other things the model is wearing ? yh, Zara should learn from that. Just create a section that says “also in this photo:” then display what the model is wearing along with their price tag.

🍉. I’ve noticed Zara making sensitive clothes and it hurts my body specially my skin sometimes my relatives bleed which is not good. Anyways hope you improve and apologize

Horrible, racist company. Their head designer is a racist, hate mongering Zionist who promotes murder and genocide. Zara is standing by her views.

Constant freezes. It’s remarkable how often the app freezes and I have to restart it. Insane. Prefer going on the website on my computer

This company supports genocide. Not giving my money to a company that supports genocide

Horrible app. You can’t even search by clothing item. Terrible. Taking my business else where.

Racist views. Why support a company that supports the murder of millions of people? 😐

Horrible app and pictures. Really inappropriate pictures and buggy app.

Shame on you Zara. Just pathetic and disgusting

boycott 🍉. boycotting you for ever

It’s sheeeeiiit. This is by far the worst shopping app to use ever!!! It’s very hard to use and search for what you are looking for... VERY COMPLICATED

Be respectful. Zara didn’t apologise about her senior head designer comment that was full of hatred, and discrimination. The company sould fire her and issue an apology.

Terrible company. Will never support a company that allows hate speech and discrimination. Fire Venessa and apologize!

Poor quality. Honestly clothes are quite disgusting and the brand does not value human life . It’s support Uyghur labour and a genocide

So many freezes bugs. The app has a lot of bugs when syncing favorites and returning; it seems it can't go back to the previous states. For instance, if you go to your purchases, tap on an item, and come back, the app freezes. Also, when guests have a slow internet connection, the app can't handle it and keeps freezing. Freezing seems to be a significant issue. What are the QAs doing? 😒

Gnxde enablers. Worst application and worst shop. #freepalestine 🇵🇸

0 Stars. Useless app and an even more useless company. #boycottzara

Very upset with the service I’ve received.... My most recent order was placed July 13th, I just found out today, July 28th, that my order can not be delivered with no explanation as to why. This has complexity deterred me from ordering ever again from Zara. I shop a lot with this app and have been a loyal customer for many years. This process has made me very upset and has changed my opinion about this company. I understand this may happen with smaller companies but not with a company as big as Zara. You’ve lost a customer. Very unhappy with this situation as I have been waiting 14 days to hear that the order will not be delivered and I still have to wait another 10-14 business days to receive my money back.

Genocide Supporter!!!!. Zara is a Genocide Supporter!!!!

Need Size of Item on Model. Like many other clothing sites already have in place, it would be very helpful to know the size of the items that models are wearing in order to determine the fit for our body shapes.

Supports genocide.. Boycott Zara!

Awful. Sends notifications for no reason even when i turned off notifications. Awful to navigate

Free Palestine. I will not support a company who is complacent with apartheid and ethnic cleansing shame on you

Racist company. Zara supports racist islamophobic designer Vanessa Perilman and refuses to issue a public apology to condemn her bullying Muslim model.

Pathetic user experience. This app is terribly designed and makes searching and browsing for items unnecessarily complicated. The search bar doesn’t even look like it’s an input field, the menu is a complete mess, some product photos are not even showing the whole product because of the strange poses, and the list goes on. Because I couldn’t figure out how to change countries on the app, an item I wanted to buy was sold out by the time I figured it out. Stop trying to be artsy and original for the sake of usability. People want a comfortable, effortless experience. Not a headache.

🍉. Never again 😡🍉

Racist. Zara’s head designer is racist and disrespectful to other religions and cultures! She is defending the terrorist state of Israel and supports their illegal occupation! #boycottzara

Already a bug at payment method. Haven’t even started using the app and already can’t input a payment method due to a glitch lol. Great start.

Easy to use. Convient shopping app.

Horrible customer service. Refunds were never refunded when online orders returned using their return labels. Tracking numbers showed it reached warehouse and was signed for. Got into an argument with manager at ZARA Richmond who is the most horrible person ever

Garbage. Zara you done for me forever!!

The best shopping app. No bug.

I hate this app so much. Why can’t you organize things like a normal person right on the first page, pants, shirts instead of mom, collection... And it’s so annoying that you can just shop woman u have to go woman pants, woman top..

Fire Vanessa. Horrible customer service and hateful racist designers👎🏻👎🏻 #boycotting Zara and returning all my recent purchases

Racist company supporting genocide. I see reviews from 2 years ago about how racist and supporting islamophobia and today you reconfirm once again your hateful and biased nature. Shame on you for mocking the death of children!!!

Fire your head designer Vanessa. Zara supports racism, illegal occupation, and the genocide of the Palestinians. Don’t get this app. Don’t buy their clothes. 🇵🇸

Racist company. 👎👎👎👎🇵🇸🇵🇸🇵🇸🇵🇸🇵🇸

Boycott Zara. They changed the app and it sucks now. Also Zara is silent and complicit in the Israeli genocide and oppression of the Palestinian people 🇵🇸🇵🇸

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Great App! So easy (a little too much so) to shop!. Wonderful browsing experience. Very easy to browse items by swiping left/right and product images load quickly. Easy to see different product views by swiping down. Incredibly easy to add to cart and checkout even with Apple Pay. Returns are easy to schedule. Truly one of my favorite apps. I wish shipping in store at Zara were as easy! I tell everyone (even those who are not likely to be Zara shoppers) that this app is awesome! And the pretty packages make it feel like Christmas when my orders arrive!

Refund problem. When my package arrived I haven’t been able to took it from courier so we had an agreement to receive it in 4 days and of course after 4 days he delivered my package and I pay for it and took it. But on my Zara app it still shows that I have Rejected my package. When I went to the Zara store and returned some clothes from that package that I didn’t like, they said to me that refund will be online to my credit card. Because of their system mistake in Zara app that show rejected package I haven’t got my money back and I am still waiting for refund mail to give them my credit card information, after 35 days still nothing!

Unanimous. I don’t understand what’s the deal with Zara’s app. I try to search an item and it tells me it’s at a store location that I didn’t request. I go to the Zara store to pick up my order and it was the wrong color. I should have opened the package while in store. I am guessing because of the sale , the staff is overwhelmed / short staff. Two of the associates where confused as to why another order I placed was not at the store when it was saying item available for pick - up. The manager on duty said he would call me and I never received a call . I’m thinking maybe the manager forgot . WoW . Also, the lines are literally out the door and I sometimes have to wait 45 - an hour if I want to make a purchase. Lastly, they need to open fitting rooms. I have shopped at many high end and low end stores and their fitting rooms are OPEN . Zara needs to level up .

Poor customer service experience. I was late on a return. Mind you the clothes were unworn, unwashed and have the tags on. I was 3 days over the 30 days from the date it was sent out to me. Let’s start with that. So, basically you have fewer than 30 days to return an item because it’s still in transit when they start the countdown for the return. Secondly, I’m a healthcare worker. Someone who was working through the holidays to cure people of disease and keep them safe. I asked for a one time exception for being 3 days over the 30day mark and was denied. Very disappointed with my experience and will not be investing my hard earned money in a store that cares very less about its customers and their satisfaction with Zaras products. This is a reflection of the brand and not the representative I spoke to.

Products not updated in realtime.. I love Zara and practically 70% of my wardrobe is Zara. However this is the 3rd time i have ordered something and the shipping takes more then 2 weeks to arrive and this is part the extended covid arrival date. Also i order things pay for them and 6days later get an email telling me that the product is sold out so i will not be getting it anymore. That to me is very disappointing. I hope that Zara’s Business Analyst’s can tackle the realtime update issue on the site and maybe upgrade the shipping service that they use.

Horrible customer service!. The worst part is they probably don’t know how bad it is because they’re no survey or 1800 number to contact with complaints. There’s no management available to handle special cases. I mean ridiculous. They clearly don’t care about their online customers!!! I returned an item a month ago through mail thinking it would arrive at their local warehouse in a week maybe 2 max. No!!! The tracking info keeps getting updated as in progress to destination but there is literally no movement in a month!!! I mean shipping to China takes a month or two, but not to a local warehouse!!! Of course this isn’t Zara’s fault, BUT they refuse to do anything about. “Nothing can be done until the warehouse receives the package” I mean come on if it’s still “in transit” in another 4 months they still won’t refund me??? Ridiculous!!! I will not shop here again!!!!

Great shopping experience with little flaws. I have to say ZARA is one of my favorite shopping apps! Very friendly and smooth experience. However..... recently when I wanted to check “in store availability”, I couldn’t find the button!! I thought ZARA remove this feature. I remember it probably used to be around the “add to bag”. Then I check it out line by line and finally found out it under the “Care” with very dense text lines.... It’s so hard to find! Usually when I want to check in story availability is when I am deciding if I gonna buy it online or in store. I do prefer it would be easy to find, not on the bottom with a such small font.

A Standard Of Excellence. I continue to be amazed at how efficiently the website and ordering/returns operate. The instructions are clear, the app works perfectly, and the shipping and exchange time frame is quick. Whoever designed the site and the app are to be heartily commended - why don’t all retail apps work as well? In addition, the bit of care shown in the wrapping of an item in tissue sealed with a gold foil circle gives it that sparkle of luxury found in much more expensive brands. Thank you Zara for making my shopping experience a pleasure!

Slow Speed. The app is not as well functioning as most clothing store apps I visit; which is many. It is slow and the layout is not easy to manipulate. It is most difficult to manipulate via my mobile device. I am an online shopper and find the categories difficult to follow. The search feature doesn’t seem to be operational. Love ZARA - would love to have my shopping uninterrupted by a app that doesn’t function at the highest level. Also - items in my cart were lost for some odd reason and I just decided to not go through the effort to find and select them again.

Zara app. This is the worst app I’ve ever experienced in retail. Doing a return on the app is like pulling teeth. It says you can do exchanges but you can’t so if you want the item you have to buy it all over again before you even get your money back. You talk to a bot not a person when you try and address the issue. It’s horrible customer service and I’m left feeling more frustrated than excited about the items I purchased. Some just didn’t fit so I returned with the tags on it’s been an unreal experience and I’m super disappointed because I love Zara but I can’t see buying anything from them in the future. I’ll let my followers know but I hope that no one has to experience this length of difficulty.

Terrible Customer Service. After ordering a large amount of clothing for my twin granddaughters for Christmas, I only received 1 set of clothing shoes coat etc. in the box. After 3 different conversations with the Zara customer service department, with my plea to send the second set or refund me the entire order and I would return the items they sent. ......their reply was “the only resolution is that EVERYTHING shipped out”. Consequently I have 1 set of clothing for my granddaughters, whereby they have received none. I have 3 daughters and 6 granddaughters who shop at Zara as well as me. We will no longer be shopping with Zara. I even asked them to examine our order history but to no avail they believe their system over customer service. Extremely poor client relations. It’s their bottom dollar. I told the young lady helping to resolve, that I would donate the 1 set of clothing to a child in need and I hope the person who stole the other set that works in their packaging department enjoys the set of clothing, coat and shoes. Maybe they needed it. God does see. The deceit in this world does not go unseen. Wishing Zara a fantastic 2020 and a company that could reevaluate the integrity of their system. C Hillman.

Worst online checkout experience!!!. I honestly use to love Zara but I’ve encountered HORRIBLE experiences one too many times! First of all every pair of jeans that I’ve purchased have ripped on my but and I’m a size 0! Second when you try to checkout and select delivery to an address you get an error message and it doesn’t let you proceed, both on desktop and mobile app! It only lets you proceed if you select store pick up or pay $15 for shipping!! It’s ridiculous! I called customer service and the only advice they gave me was to close tabs and try again!!! I attempted selecting ship to address 10 times and it didn’t work!! They just want you to pay for shipping even if you spend over $200! I’ve had this happen to me SEVERAL times! Ive avoided making purchases because of this!

Amazing!!. It’s super practical and comfortable to shopping specially when scheduled for work doesn’t really allow to go to the store then I just woke and doit through the app!!! I just would like or suggest that you guys must add the review options in order to lovers of Zara like me let others know about the quality of your items besides the beauty of the most products! You guys doing amazing job keep it up and maybe should also considering add credit card with rewards for loyal customers because! I already bought soo many items from you and I’ll definitely shop way more with rewards and I’m sure other girls also!!! Wishing you all a great day and blessings!

Order Canceled. I tried to place several orders and my order keeps getting canceled. I reached out to Zara customer service and they told me I need to contact my bank, I explained my bank wasn’t the issue. I used three different cards and have been using the cards with other purchases with no problem. Still waiting for someone to contact me. I asked if I could place the order over the phone since the system was canceling my order and I was told no, I had to wait for a representative to contact me.

It’s meh. Doesn’t ever save what’s in my bag each time I go to another app my whole bag is gone and I have to find everything once again which yeah is easy but also tedious that I should I have to do so how ever you could make the argument that this wouldn’t be a problem if you just buy right there if you’re putting it in your bag but it should something already implemented into a app especially such a great brand like this they have such great clothes which is the upside to the app if you like great clothing then come shop on Zara however make sure you buy it before going to another app or closing it

Great clothes and a Unique Shopping Experience. I had heard so many people say they love Zara , so I thought I would try some jeans out since that seems to be a popular item . And let me tell you they are amazing , fit great and I got so many compliments and questions . The app was super helpful in my shopping experience bc it really helps you find your perfect size through a series of easy questions. It also isn’t just an ordinary app. It’s set up like a catalog or magazine which makes the experience feel very classy and high end . I’ve heard people say they have trouble navigating it , but I find it easy as pie . Would def recommend !

The Zara app is great, but Zara might overcharge you. Have made a couple of online purchases Zara in the past year. On my last purchase, the charge was 100 USD higher than the amount on the receipt. Dealing with customer service for several days now (never received a confirmation of the chats and conversations I had, was thrown out of chats, put on endless hold on the phone). Unless you can live without that kind of money or have extra time, don’t make online purchases with Zara!!

Bad Cart Practices.. The app is fine. It runs smoothly how an APP should. Do you need this app on your phone? No. The website will suffice. However ZARA has a bad practice of “first pay, first serve” when I placed my item in the cart and continued browsing the website. After about 5 minutes I go to my cart and it gives me a message saying “out of stock”. How is this fair? I’m still looking around. The cart should hold items for AT LEAST 30 minutes. I am extremely disappointed. Imagine this happening at a store when you ask the clerk to hold something on the side for you and someone else comes over and says “I’ll pay for that right now give it to me” and they pay for it and leave.. that’s how relatable my experience is. I haven’t had this experience at any other website. Fix this Zara.

Frustratingly “different” shopping experience. I get it. Zara is hip… but I have the hardest time navigating this app. It’s not intuitive. It’s almost intimidating… much like their in-store shopping experience. Maybe that’s the point? Perhaps there could be another way to elevate the brand into “hip/elite yet affordable”? The app isn’t that helpful on sizing (idea: allow people to post reviews with photos of themselves in the clothing?) So I finally went to one of their stores and waited 35min for a fitting room to try clothing on to see how they run. The line to pay was insanely long in store so I came to the app to make my purchase. After eventually finding my clothing items I purchased them and I’m sure I’ll be thrilled. To summarize: in the paraphrased words of Tyra Banks: “I’m rooting for you”.

The website. I like Zara’s products but the website and app is terrible. You spend all that time scrolling and clicking and looking and choosing and putting stuff in your cart- and it doesn’t save it! I don’t mean reserve it, I mean it doesn’t save what you picked out. There have been many times where I have picked things out then come back later to purchase and it says “cart empty.” I get so frustrated that I just go to Nordstrom or Free People. You lose my business by having your website set up this way, and I’m sure it happens to many other people too. I thought for sure when I started using the app it would save items in your cart- but it does not save them either. Fix this please!!!

Great App!. It’s very easy to use overall, and the experience is just as good as the on-site one. The one thing that the app lacks and should ideally have is filters on the category pages. There are so many products to look at, especially when inventory is at its peak, so filters are essential in those circumstances. It’s really helpful in navigating the sales. My favorite part about the app is the ability to scan bar codes in-store and getting immediate access to the online information for a product. Keep up the awesome work, Zara!

Hands down the best. Probably the best app I’ve used. So easy, simple and clean. The scanner is honestly the best thing that has ever happened. Makes shopping so much easier and has actually gotten me to spend $100s bc I either go back to them and buy them later or I find the exact size I’m looking for. I am also able to see how it’s supposed to look like on the model which also is a bonus when I’m not sure about something. I’ve never used an app as much as I’ve used the Zara app for shopping. It could always improve and add more functions of course but overall a great app.

Zara App/Online Ordering Process are Wack. I made an order for a pair of jeans in the app. Instead I received a blue sweater. When I tried to contact someone regarding a return, multiple people closed the chat app on me. I then told them I received the wrong order and they told me I would have to return the incorrect item before they would even send my correct item that I ordered. It should be every companies policy to serve the customer, especially when the COMPANY got it wrong in the first place. I was also told after shipping my item to be returned, I need to return to the app and message someone with my return tracking number? For a large company this seems like a very lengthy, time-consuming, convoluted process that puts most of the onus on the customer. Bad business. Zara lost a loyal customer.

Chat line. I started the call at 8:54pm. Zri is what he said his name was because I ask for a live person. He came on and ask for a moment to review the case. I had already been on CHAT for 13 minutes and ask how are you reviewing the case if you don’t have my order number. Next thing that came up was a cancelled call due to holding too long. I have shopped with Zara for some time now and up to today have been pleased but if you have persons that don’t like their job replace them. Your items are not cheap and to have someone on CHAT for 15 minutes then get someone that obviously does not like their job to disregard costumer service is ridiculous and all to get a return label that you use to be able to do simply but now not so much.

Horrible customer service. The chat support with Zara is incredibly rude. They end chats in the middle of conversation, cannot complete any tasks to be helpful, and are probably AI due their overall lack of ability. Zara’s app ruined my order by glitching to my alternate shipping address after I confirmed with 3 chat agents and 2 in person agents where my rush package was going for a birthday gift and the chat bots couldn’t help. Zara chat bots said they would escalate the matter and report back in “48 hours”. This app ruined my purchase and gift which wouldn’t have happened online. That being said, Zara’s customer service has become horrible as they missed this mistake as I went over my shipping address with various agents repetitively. I will not be shopping here again.

Not so worth it. Just signed up for this App. Here are my first (semi-frustrated) impressions: There are no details provided for the clothing/shoes/accessories materials or sizing. So in other words, I’ll need to go to Zara’s website to find out if those shoes are made out of real leather... how long that dress is... what fabric it’s made of... Ugh. Hardly worth the effort of having the App. Another minus: when Zara is out of the size you need, you can’t request an email to be informed when it’s back in stock unless you accept all of the emails, notifications, etc from them (a nightmare for the inbox IMO). I think I’ll delete this one and go back to shopping via their website, in hopes there will be less frustration.

Dissappointed !. The worst app. service ever, dissappointed. I couldn’t buy anything on black friday, cos of the stucking and overload, I couldn’t recover my psw , cos of some errors on the app, always showing up that something goes wrong, pls try again later or contact with support center, after opening the chat I found that support is currently unavailable, really guys?And then huh… my account was blocked. Many thanks guys!! You really think that it was the best choice for these sale days?

Amazing. This app is so user friendly. I have made one purchase that was of a few items, however it was such an easy process. I highly recommend this app. It also allows you to view the final price before checking out to budget friendly. Highly recommend! The box was nice when it arrived and it arrived as exactly on time. The items were neatly folded with tags and paper to protect my leather coat. Very pleased. Will be ordering off app again. They also do updates so you can view what is new in any department.

Garbage Customer Service. I purchased a pair of boots 3 weeks ago. I kept an eye on tracking and it never left the Zara shipping facility after weeks of waiting. I contacted Zara via phone, chat, Instagram, and Facebook messenger. The same exact same word for word response was offered every single time I asked for an explanation for the delay. Zara offered me a replacement and I accepted. It’s been a week since the new item was supposedly shipped out and again, it was “received” at the shipping facility has moved since. They continue to tell me to contact them in 3 days and I have, so they tell me to contact AGAIN in 3 days. Zara clearly doesn’t care about their customers. I deserve an explanation after my money was spent.

Review. Horrible!!!!! No customer service!!!! The worst ever!!!!! I ordered 2 outfits (4 pieces) and the blazers were sold out but not the pants. I didn’t just want pants and tried to find out on the app how to cancel the pants, but no matter how I tried there was absolutely no way to cancel, the second I saw, that they charged me!!!! I corresponded with the auto person who kept me on hold forever and couldn’t answer and wrote again hoping to get someone but, was put on hold forever again, finally getting a live person to correspond with and was disconnected from the text. I took pictures of my correspondence where I pleaded for help but had no help at all!!!! This company is terrible to deal with!!!! They are a bad joke!!!!

Worst customer service.. They make mistakes and penalize the customer for it. Sent me items I did not order and did not receive the items I ordered. They would not send me the items I ordered until they received the items they incorrectly sent back to their warehouse. Normally that would be fine but these items are Christmas gifts and shipping already took over two weeks. They could have easily fixed their mistake by sending me the items I actually ordered overnight and I would have sent the items back. If I didn’t send the items back they could have charged me for them. Easy fix but Zara can’t seem to want to actually help their customers out and fix the mistakes they make. Mistakes happen, totally understand but it’s how they are corrected that matters and Zara doesn’t really care about their paying customer.

Difficult to navigate. This is the first app review I have ever made in the hopes that someone from Zara will see this and make some changes to their app. I love shopping at Zara and do so online quite often. I typically make these purchases using my computer and here’s the reason why: the Zara app is extremely confusing and difficult to navigate. I don’t know what I’m missing, but I cannot find a menu bar to shop by category anywhere. And I’m not talking about “street, denim, or timeless” that Zara has listed as options, I’m talking about dress, shorts, tops accessories, etc. categories. I would be completely content with Zara keeping everything else the same (collection tab, corner shops)as long as they added a menu bar. Please please please fix this.

Worst experience ever in person and on app!. I experienced the worst customer service with Your Zara. I didn’t receive my package and they were unwilling to help me get my refund or re send me my items at all. I did not feel taken care of as a customer. I don’t normally shop here often but I decided to splurge and shop here because I thought I would Be happy with my clothes I ordered. I’ve had to be on the phone multiple times to get no where. I’m not happy about losing my hard earn money or being treated that way by Zara. As I own a small business I would never treat my customers like that. I will not be shopping here anymore. You guys should have better options to track packages as I didn’t even get my tracking number until I called to ask and app is very confusing no tracking just order number. Awful app set up and service.

Great Potential...POOR E-COMMERCE!!!!. Use this app if you have time to load your cart, check out enter all info, have your credit card charged successfully...only to continually find that for every successful transaction Zara’s system automatically issues a credit to your card because it automatically CANCELS EVERY ORDER WITHOUT EXPLANATION! Chat refers you to CALL customer service which is noooo help. Over all the app is decent and user friendly but it does NOT work if you prefer to also ORDER online from your phobe for convenience. Huge waiste! This issue recently begab likely with a backwards update they did few months ago!!!! Would rate zero for poitnless waiste of time for those who actuall shop on theire phones. Currently this app is best for online “window shoppers”.

Still haven’t received my order. I placed an order from Zara 3 weeks ago. The shipping date kept getting pushed off because of holidays, which I understand. I also have a large order, but Zara usually sends orders out in parts. Haven’t received anything yet, even though it says my shipment will arrive on Monday, Dec 14. Monday has passed. I just got off the phone with customer service who said to call back in a few days. I must note that this was the third time I received that answer. I’ve been calling every few days, have no update on my order, and got the same response, to call back on saturday (this will be my forth time calling). I spent a lot of money, I just want to know what is taking so long. And no one can give me that answer.

Excellent. It is a testament to Zara’s investment in the digital shopping realm. This app is the best shopping app I’ve ever utilized. I truly appreciate the diversity in Zara’s campaign. The moving images / videos are captivating. Sometimes, a style will be worn by two different models and two separate images will be displayed - sometimes, I do not connect to the style / image. Later, I’ll see the same style again but on a different model. I connect to that “look”, and I’m compelled to purchase the product. This app is also user friendly. The team who created this app did such an excellent job!! Thank you.

Zara is stealing money!. Think again if you want to make an order, there are better stores out there. I have ordered a package (about $600), and nothing fit me well, so I packed everything back and dropped it off at USPS post office. Reached out to Zara 2 months later, they said there is an investigation needed before they can issue the refund. No response ever after. Reached out to them a few month later, they said, no refund is possible, as they received “an empty box”. I don’t think this is possible, knowing that the post office would weight the package when scanning. And it is too late to dispute a credit card charge. Thanks Zara and I hope you really needed my $600. Now I only want to avoid this store, the worst customer experience!

Poor. The service on chat did not measure up, it’s like “can I help you” just to say it not to actually do it! Also the assistance at the store in American Dream Mall was worse, non existent, probably why when I tried on a coat I stuck my hands in the pockets and was stuck sharp stuff, a pocket full of sensors and ripped tags with cardboard labeling, it was shocking, no one helps even if you ask, easy for the thieves to rip all that and stuff it in a jacket pocket I guess, a little styling help by sales associate would have been nice, especially if you actually come out to the store and asks for help, makes you not want to not spend your money at this site or store at all, even if you do like the designs and styles. Do better!

Zara has forgotten what they are and who their market is. I think I have completely given up on shopping at Zara - even though it used to be my favorite store. The bad editorial photos that cover the website are not serving their customers at all - its impossible to see what the items look like or how they will look on us...meanwhile the prices continue to rise...its so impossible to view the clothes on the website and since covid i havent wanted to shop in the crowded stores where there are long lines and lots of people :(:( for now its become not worth it - I really wish they would put their money out of e comm shoots and more into clean/clear website design/images and return experience

Head Designer Vanessa needs to be held accountable. I’ve been shopping at Zara avidly and regularly for 5+ years now. Some of my favorite clothes are from Zara. But knowing your head designer for women, Vanessa Perliman, is harassing people online for their support of human rights and for speaking out against apartheid, I’m sad to say I will no longer be shopping at Zara and will do everything in my power to get everyone I know to also stop shopping at Zara. I’ll use whatever online influence I have to spread the word about the fact that your company is allowing your head designer to promote hatred and the killing of innocent children. I’m truly disgusted by her comments and disappointed you have continued to support her. Will be boycotting Zara moving forward.

Does not save your bag. Unless you have an account with Zara, it will not save your bag adds and/or recent searches. Super inconvenient when you are trying to save things you may want to buy later by adding them to the cart. Add traveling search button so that it can be accessed from any page on the app. Seems cumbersome to have to be going between tabs to search for an item. Why not have search at the top of the page while on menu tab, maybe next to filters button? Filter on menu page does not have “season must haves”. Model’s size details for better understanding of the fit would be helpful. Too. Overall, it is an okay app, but needs some UX improvements to make it more user friendly.

Nightmare return (read this first). As much as I enjoy the clothing, I’ll never buy from this company again- if you return an item, they will charge you double, even if it’s due to the USPS return that THEY arrange for, and even if they see there’s simply a delay in the return. There is no email to use, and the chat feature in this app is useless. No one responds and if your phone falls asleep or if you switch apps a moment, it disconnects the entire effort. Even though you receive a a cold email stating additional charges, you are not given the ability to to respond than to wait on hold each and every time. Ultimately, you’re told you signed fine print stating you agreed to being charged twice over, even if the delayed/missing return is not due to any error on your part. -go with a brand that cares about its customers!

Zara is Amazing.. New App, not so much!. I love Zara and shopping at Zara. I would say 80% of my shopping is done online. I generally use the Zara app but refuse to use certain apps because the web browser version is just overall more user friendly. Honestly, the new updated Zara app is the worst that they have released by far. It’s confusing, unorganized, and at times nearly impossible to find the category you are looking for. For men, just about everything you want or will likely purchase from can be found under “basics”, yet there are multiple other sub categories within a category like “corner shops”, “TRF”, and “Streets” that make the app feel overcrowded and at times difficult to navigate. Again, I am an advocate for Zara I am just not a fan of their new app, at all!

New Zara App. This app is not user friendly, it has no back button feature to look at previous items viewed. If you want to go back, you have to start all over. It is much better if you view directly from the internet however, if you place an order from the internet, you no longer receive an acknowledgement for receipt of order or any tracking information to your email inbox as has been in the past. I’m am very disappointed in the changes Zara made which brought on user-unfriendliness. I’ve reported this to Zara customer service several times by phone to no avail. I wish they would just go back doing business the simple way!

Nicely laid out, but needs one glaring improvement. I really can’t complain too much about the app. It looks nice, it’s smooth, and purchases are straightforward and easy. However after the purchases when one goes to look at the ‘purchases’ section.... the phone screen’s brightness is automatically hiked ALL the way up, essentially blinding the user. That one thing makes me want to not only close and uninstall the app when it catches me off guard, but also throw my phone. Both of which we don’t want. If this is an issue on your end and not apple’s, please fix!

App is hard too use, makes me not want to shop. Either the touch sensitivity is too sensitive on your app or it’s the fact that every image is a link, except for when they’re not, but I can’t scroll through the selection with accidentally clicking on every third option. Once I do actually click on something I want to look at, looking at the product images is way to difficult. And to go back to the list of items I should be able to just use a swipe gesture across my screen like every other app but no, I have to click the back arrow in order to go back. I would recommend doing some usability and accessibility tests on your app and actually make it usable instead dumping all your money into ✨aesthetic✨

Worst customer service I’ve ever experienced. I would give a 0, but can’t! I had a large order that had all of our families family picture clothes in this order. The day it was supposed to be delivered I got an email saying my request for return was filled. I never requested a return, even on the app there is no return it says my order has shipped but hasn’t moved. There goes my family pictures! When I called they said they would contact me in a few days.... you think I have heard from them?!?! Nope. A suggestion for customer service, when someone calls and is frustrated and in a predicament like me stop apologizing and do something to fix it!! Sorry?! Bull crap you create could care less. Warning if you need to order clothes for a specific occasion don’t order from Zara not worth the stress.

Horrible customer service. My recently placed two orders. My 1st order never got shipped, but the app said it did. No one contacted me about the issue until I asked them. They gave me my money back. I still loved their clothes so I tried again. This time everything got shipped, but one of the item did not get delivered. I contacted them about the issue. Their chat was not very reliable. I got disconnected so many times. After waiting patiently to get connected with an agent, he or she asks for a moment and then the conversation window would closed automatically due to inactivity. If I open up another window to retrieve order# or reference#, the chat window disappears and I would have to start all over again. It’s been a very frustrating experience. So much that I don’t want to shop with them anymore. Thanks Zara.

Different online return policy vs in store.. I love Zara but do not buy from app/online. Their return policy is different online vs in store. After 30 days you can’t return anything, not even for store credit. But if you buy in store, you can get store credit after 30 days, no problem. Makes zero sense. They don’t show this info anywhere - buyers be warned. I was told in store that I could return online items after 30 day’s for store credit (after waiting in line for over 40 minutes mind you), turns out this is false. Customer service is AWFUL. They’re rude and not helpful. Lauren, was giving me one word answers and not willing to explain further. Zara, please streamline your policies!

It’s alright. As much as I love shopping at Zara- and now the option to save your receipts on the app is awesome, my biggest annoyance with the app is the product photos. You can be scrolling and they will just stop appearing. The description and price will be there but not the product images. This happens every time I scroll through no matter where I am at so I know it is not my connection. If I scroll fast or even if I am scrolling slow, I start losing the product photos as I get further down the list. So frustrating and makes it pointless to use the app to shop.