ZARA — Local services in New York

Review Date: 5/12/25

To the Headquarters of Zara USA Inc.,

I have been a loyal customer of Zara, frequently ordering online without any issues. Unfortunately, I do not have access to a physical store and rely heavily on online shopping. My recent experience, however, has been extremely disappointing and frustrating.

My latest order, placed on 5/2/25, was delayed. When I reached out to Zara's customer service via the chat feature, I was merely instructed to track the package. This response was unhelpful and lacked any real assistance or suggestions.

I then contacted the courier, Better Trucks, directly. They informed me that the package was lost under their responsibility and that all efforts to recover it had been exhausted. This was the first time any of my Zara orders were handled by Better Trucks.

Upon updating Zara about the situation, I was told that my money would be refunded as the items were now out of stock. This was highly disappointing.

A quick Google search of Better Trucks revealed numerous negative reviews and accounts of lost and damaged packages. It is perplexing that a reputable company like Zara would partner with a courier service that has such a poor reputation.

I informed Zara's customer service about these reviews and inquired if there was an option to select a different courier for future orders. I was told that this was not possible.

Until Zara terminates its partnership with Better Trucks, I will not be placing any more orders. This experience has been extremely frustrating and disappointing, especially since I genuinely like Zara's products. Living in a small town with no in-person shopping options, I depend on reliable online services.

For those considering online orders, be cautious of Better Trucks. I hope you have better luck than I did.

Zara, please re-evaluate your partnership with Better Trucks. Their service is detrimental...

THEIR MANAGER FLORANI HAS A TERRIBLE ATTITUDE, WAS COMBATIVE AND MADE ME WAIT 25 MINUTES FOR SERVICE AFTER BEING CALLED OVER THE WALKIE AND PHYSICALLY BEING ASKED FOR SERVICE BY AN ASDOCIATE LITERALLY 5 TIMES IN A SPAN OF 25 MINUTES!!!

Today, I used Zara’s self check-out by the fitting rooms, w/ Technology being technology, it picked up 4 other items from someone else’s purchase. After seeing my receipt and realized I was charged an additional $178 for a $90 coat, I went to make a return by the very HELPFUL associates. Four of them tried to assist me, and having worked retail myself, I understand that you are met w/ many personalities, so I go in w/ patience and try to be very understanding. After waiting from 5:35 to 6:00, I decided I no longer wanted my INITIAL purchase and went down to make a return thinking, MAYBE a manager would finally show face. Even THEN — an associate sensed my frustration, helped me w/ my return the best way she could and we STILL waited for a manager — FINALLY: FLORANI pops up with a walkie in her ear, which means she heard the multiple asks for assistance on the upper level — when I question her as to why I had to wait that long when clearly she was available I was met with “OK BUT THERE’S ANOTHER MANAGER HERE (Briselda, to be exact — another one NOT on the floor)” accompanied with a combative stance. She then smuggly told me my wifi wasn’t working so she couldn’t help me at the moment (after the LAST associate had just used the very same device to make my return) — MOMENTS LATER, it started working, she changed her attitude a SMIDGE, but the entire experience was terrible and I promise I have and will continue to make this known on any given customer platform I possible can. FLORANI DOES NOT HAVE THE RIGHT DISPOSITION FOR CUSTOMER SERVICE — ESPECIALLY when dealing with someone who PATIENTLY waited 25 minutes for her to handle a...

Purchased a coat at this location one week ago, at the time of checkout I asked the sales rep for a paper receipt who advised that it was not necessary as it was captured in my Zara app, which I of course, naively, did not confirm prior to exiting the store. Fast forward to a week later where I returned to the store to exchange my coat for a more suitable alternative. At the register, I was made aware that the receipt was never captured in my app and that an exchange (not a return!) could not take place. The sales rep radioed his manager for further assistance, who quickly, upon learning the specifics of my situation responded with a super lazy and dismissive “there is nothing I can do because you don’t have a receipt.” The most disturbing part of the interaction was the manager’s complete lack of willingness or desire to understand or offer a reasonable solution, not to forget his dismissive behavior in front of other customers making it seem like I'm indeed the problem of this interaction and the inconvenience creator of a delayed waiting line. I was so embarrassed and flustered by our interaction which left me feeling like an unreasonable and rude customer instead of a valued one. On the way out, i asked the manager for his name, he rudely responded with, “i don't have to provide you with that information,” and just as rudely walked away.

So, moral of the story, make sure you have your paper receipt before you leave the store or you will never return/exchange anything in this store, unless this is a sales tactic they are employing to drive sales and scam customers, either way, this customer wont...