ZARA — Local services in New York

Before the bad, the good: the cashier, manager and one of the changing room attendants were good. (The male changing room attendant was a complete grump and rude.) The store is very clean and easy to navigate. The wait time for the dressing rooms is negligible. This is why there are two stars instead of one.

The bad: I was stocking up on some Fall wardrobe additions and was happy with the 6 items purchased, only to have 2 of them unwearable after washing prior to use, (following instructions and even adding an additional layer of protection by placing the sweater in a garment bag). The zipper tab is completely gone from the jeans, I never even had an opportunity to wear them. The cute little sweater came out of the wash with a hole at the shoulder seam, I was able to sew and repair it, but I’m not a seamstress, who knows how long this fix will last? (The picture is of my repair job.) Spending $100 should ensure that one gets at least a handful of wears before the item breaks down. Since they’ve been washed, I can’t return them and I’m left with junk for my money. Very frustrating. Also, this new “texting of the receipt” is problematic. I assumed I had miscalculated when the amount due was around $50 more than what I thought it would be. Not having the receipt to check immediately was a problem. I went on to the grocery store, then the subway; pulled out my phone to see that the receipt had at last been texted and I was charged for an item I didn’t purchase. I schlepped my heavy grocery bags back to Zara to solve the problem. The manager was kind and helpful, the cashier was okay, kind of indifferent about the whole thing, even though he was initially very friendly. No one was apologetic. Then, as I left with the same bag and exact same items I had left with an hour earlier, the alarms went off and I had to stand there wasting more time while holding heavy bags for the guard to search through the bag of previously purchased clothing. The manager came over. Again, no apologies, just, okay, you’re good. So, now I’m out $100 for two damaged items and $3 for subway fare. I’ve purchased many items from Zara in the past and have never had an issue with the quality....

The worst customer service ever! I went to the store in upper west side and the cashier girl told me that my card didn’t go through, so I gave her another credit card. Few days later I looked at me bank account and I saw that my account was charged twice. I called the store to get a refund. they told me to come to the store and the store manager will take care of it.

I went to the store and the store manager told me she can’t do anything she need to sent an email to the accounted office. She said usually it’s take between 3 to 5 business in Days to get my money back And up to 2 days I will receive an email from the “case department” And if I don’t receive anything she asked me to contact her and she will take care of it.

I waited 3 days, and I didn’t received anything, I dictate to call the store and ask for her, She wasn’t there and when I asked for someone else to help me they hung up the phone on me!

I called the ZARA New York office To submit a complain about the situation and find someone that can assist me better.

They transferred me to “case manager” that told me we reviewing your case we will get back to you.

So I asked him please provide me with information I didn’t received anything He explained me it will take between 4-5 business day to review my case. And he will contact me.

I waited one week, I called him they still reviewing my case. I complained about the way they dealing withe my case and the behavior of the store.

And ask to make up for it.

I waited another few days he calls me to get my mail address to have them send me the check.

Few days after he calls and says they not going to makeup for it. And the check is mail out today! I need to receive it up between 5-7 business day.

I waited and guess what? I did not receive anything.

I called again and provide them the information and the case manager told me I see that the check is mail to you It usually take between 10-14 business day.

I have nothing else to say just Shame on you ZARA They way your representative handled the situation. It’s been a month and I’m still waiting...

My 13 year old daughter searched for a particular coat that she wanted. She was super excited that Zara had the coat. We purchased the coat on Black Friday. We did not receive the item until last Tuesday after it was noted 3-4 business days. When the box came I knew that a coat could not fit in that box. I opened the box to find a men's blazer. I proceeded to call Coustmer Service and was told the item I purchased was sold out and they would refund my money. I did not want a refund, I wanted the item. I was told to print the return slip and mail the item back or return it to the store. I explained to the rep that I was disabled did not have a printer. I was told my only other option was to return the item to the store. I stated, "that this was not a fair practice and if she could send me a return slip?" I was told,"no." The rep did not explain to me if I returned the item to the store that I would need a case number. My 13 year old daughter attempted to return the item to the 68th and Broadway location and was unable, because we did not have a case number. Now we are spending extra money to travel to the store for and error that was not ours. It appears that Zara does not have anything in place to help disabled customers when a mistake occurs. Customer service was closed when we attempted to call, the store manager gave me a second # to call in an attempt to get a case number knowing that customer service closes at 4pm on Saturdays. Now in addition to being sent the wrong item a mens blazer when the order clearly states a women's coat we have to occur additional expenses to return an item because our receipt does not match the item. I'm truly saddened at the unsatisfactory service I have received. I don't think is a good idea for people with disabilities with limited mobility to order online because if the order is not correct or does not fit the return system...