Zara Sucks Customer Reviews and Feedback

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Zara SA, stylized as ZARA, (Spanish: [ˈθaɾa]) is a Spanish apparel retailer based in Arteixo (A Coruña) in Galicia. The company specializes in fast fashion, and products include clothing, accessories, shoes, swimwear, beauty, and perfumes. It is the largest company in the Inditex group, the world's largest apparel retailer. Zara as of 2017 manages up to 20 clothing collections a year.

How Ethical Is Zara? In Agoust 2020 Maddie Dockrill writes a piece for GOOD ON YOU about this fast fashion giant impacting people, the planet, and animals?

When it comes to the planet, Zara gets a ‘Not Good Enough’ rating from us. Zara’s parent company, Inditex, has started a repair and reuse program called Closing the loop. The program offers customers the opportunity to drop off their used garments in-store or through the post in order for their clothes to gain a second life—which is a good initiative. The brand also uses recycled packaging. However, there is no evidence it minimises textile waste when manufacturing its products. And, although Zara has set an absolute target to reduce greenhouse gas emissions generated from its own operations and supply chain, there is no evidence it is on track to meet its target. It is important to remember that Zara has fast fashion traits such as on-trend styles and regular new arrivals. This business model is inherently harmful to the environment.

Zara again scores ‘Not Good Enough’ for labour. Half of its final stage of production is undertaken in Spain, a medium risk country for labour abuse, and the brand received a score of 51-60% in the Fashion Transparency Index. The brand is somewhat transparent, as it likely publishes detailed information about its supplier policies, audits, and remediation processes. Zara also publishes a detailed list of suppliers in the final stage of production, some information about the findings of their supplier audits, as well as some information about forced labour, gender equality, or freedom of association. It also discloses some policies to protect suppliers and workers in its supply chain from the impacts of COVID-19. However, it has made little to no progress on payment of a living wage across its supply chain. For a company with such a huge profit margin, this simply isn’t good enough!

Unfortunately, Zara does use wool, leather, down, and exotic animal hair, and there is no evidence it traces any animal products to the first stage of production, so we again rate them ‘Not Good Enough’ here.

As one of the largest fashion retailers in the world, Zara has an opportunity to lead the way into a sustainable future. Zara has taken steps towards good supply chain management, such as the Closing the loop program. However, its business model is based on an unsustainably high turnover rate. Zara prides itself on giving consumers the ‘latest fashion trends’ every 13 days! The promotion of such rapid consumption is inherently harmful to both people and the planet. We believe that, as a global leader in retail, Zara needs to be setting the standard for sustainability, so there is work to do across the board before we give the brand a higher rating than ‘Not Good Enough’! Good On You ratings consider 100s of issues and it is not possible to list every relevant issue in a summary of the brand’s performance.

Reviews

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Former Employee - Management Trainee says

"internal politics. Bitchy style. no people care. Endless overwork without payment."

Former Employee - Sale Associate says

"The worst place to work - management are horrid and they treat you like like you're dirt. They barely promote anyone who isn't ethnically European."

Current Employee - Merchandiser says

"They expect way too much and you never get compensated for your work"

Former Employee - Sales Associate says

"unprofessional, rude, disrespectful, racist tendencies, hostile"

Former Employee - Associate says

"The staff were extremely rude and mean to customers and fellow employees."

Current Employee - Retail Sales Associate says

"Long hours, bad mangament, too much stress."

Former Employee - Sales Associate says

"Bad management Lots of work, barely any pay"

Former Employee - Sales Associate says

"Politics No work life balance OT not paid Low salary"

Former Employee - Visual Commercial Merchandiser says

"Terrible management and terrible fast fashion store"

Former Employee - Department Head/Cashier says

"read all the review and yes they are all true regarding the management , for some reason they are always stressed and will treat you like you are nobody , they rude and probably shouldnot be on a management position if they can't even treat their employee right . Do not work here"

Säljare (Current Employee) says

"Jobbat 3 år på Zara som säljare. Dålig ledarskap, favorisering, bröt lagar och fackliga punkter så som dygnsvila etc. Större chefer kunde komma in till butiken för att skrika och sparka på grejer. Skrämseltaktiker användes. Vissa kunde jobba med visstidsanställning upp till ett år medan nya anställda fick fast anställning efter några månader.IngaAllt"

Υπάλληλος αποθήκης (Former Employee) says

"Εργάστηκα στην Inditex μόλις 7 μήνες για να καταλάβω ότι δεν χρειάζεται να είσαι καλός στην δουλειά σου απλά να φροντίσεις να κάνεις πηγαδάκια , οι υπεύθυνες μπήκαν σαφώς με μέσο διότι δεν μπορούσαν να επιλύσουν το παραμικρό. Δυστυχώς αδικήθηκα γιατί άρχισα με άλλες 2 κοπέλες στην εταιρια αυτές μοιράστηκαν σε αλλά καταστήματα του ομίλου ενώ εγώ απολύθηκα ξαφνικά καθώς είχαν αρκετό προσωπικό και έπρεπε να ξεφορτωθούν κάποιον εφ όσων καλύφθηκαν οι υπόλοιπες θέσεις..Μισθός στην ώρα του, πληρωμένες άδειεςΜη σταθερό πρόγραμμα, τοξικό περιβάλλον, κανένα πόστο"

Back office (Former Employee) says

"En tant que back office travail dans un box 20m² sans sortie de secours sans fenetre. Il y aurais eu le feu je n'aurai eu aucune possibilité de sortie. Beaucoup de travail pour un salaire de misère ( contrat 26h heure supp salaire max avec 1027 euros le mois de décembre en travaillant les dimanches). Enseigne a Évitez !!AucunTout"

Caixeira (Former Employee) says

"Os responsáveis pela loja e pela empresa não tem respeito pelos colaboradores. Hoje o colaborador é informado que está efetivo e no dia seguinte é informado que houve um engano no contrato e que o contrato terminará dentro de poucos meses. Mudança de carga horária de contrato constante. Pior experiência de trabalho devido à falta de palavra.FardaTrocas de horário constante, salário, falta de organização no trabalho em loja, exigência de atendimento personalizado ao cliente, não poder sair da loja fardado nem mesmo na hora da pausa, exigência que trabalhe mais rápido."

Πωλήσεις (Former Employee) says

"Μόνο ο μισθός ήταν στην ώρα του! Αλλά όταν έχεις υπεύθυνες τσουτσεκια που μπήκαν με μέσο εκεί μέσα μην περιμένεις χαϊρι!Μισθός στην ώρα τουΥπεύθυνες τσουτσέκια"

Vendeuse en prêt à porter (Former Employee) says

"Exploiter des jeunes et les considérer comme des esclaves non merci et en plus pas de pauses sufisant Travail penible responsables strict et pas esprit d’équipe . A éviter .Vêtement de bonne qualitéTout"

Cashier/Customer Service (Former Employee) says

"The staff are rude and unwelcoming, same as the managers. The management don’t know anything they don’t train new workers and then yell if someone cannot do something they haven’t been trained to do. No one helps new workers and there is no communication. Customers are also rude, the hours are awful sometimes a shift will be only 4 hours with one 10 minute break. I cannot stress enough how awful the management is. There are new workers just wandering around not knowing what to do on their first day!! Management does not know how to do simple tasks on tills and lastly all of the workers and the management single out workers and talk badly about them. Absolutely terrible place to work. NothingEverything"

Cashier/Customer Service/Sales Associate (Former Employee) says

"Between rude customers, annoying return policy, and flip-flop management...this has to be one of the worst retail jobs ever. There are definitely better companies to work for."

Verkäufer (Former Employee) says

"TOTAL RASSISMOUS , Jeden tag andre arbeit zeit , stressig"

Sales Associate (Former Employee) says

"I’d suggest working at Zara if you find pleasure in wasting your time...hours are continuously being cut, they don’t actually make you a full time employee even when your availability is open...The management is the worst and the company thinks your personal life revolves around working with them."

Sales Associate/Cashier (Former Employee) says

"Is the most hard-working place I ever been at they working like a Hebrew slave the managers do not help the managers be names on ready to leave the job early and have everybody else working like a slave I feel like we're should not feel like slavery especially if you helping other companies to make billions and billions of dollars the employer should be treated fairly"

Cashier, sales/ Stock Associate (Former Employee) says

"not good environment learned nothing new didn't like management felt like slave work no encouragement of indivduality a lot of work for just a dollar above minimum wage"

Women’s sales associate (Current Employee) says

"The company Over works and under pays you. Management is horrible. The customers are very rude even when you are trying you’re best to help them. After being worked so hard you would think they gave a good discount but they don’t at all."

Part time Assistant (Former Employee) says

"同事流失率十分高 經理沒有人性 完全沒有歸屬感的公司 建議實在是山窮水盡才到這間公司工作 否則後果自負"

Verkoopmedewerker (Former Employee) says

"Waar moet ik beginnen. Managers beloven je van alles om door te groeien. Maar is niks van waar. Je bent een nummer. Krijgt veel verantwoordelijkheden waar je niet voor betaald krijgt. Achterbakse managers die in je gezicht leuk mee praten en vervolgens keihard liegen! Dagen maken van 12uur is heel normaal en nog 0 waardering daarvoor krijgen."

Cashier/Sales Assistant/Commercial trainee (Former Employee) says

"Horrible place to work, stressful , bad salary. A good job for students but that s it. Very hard to advance.. they rather hire someone from external rather to invest in their employees"

Stockroom Assistant (Former Employee) says

"I was there altogether 3 months and that was only because that's how long it took them to pay me. I got shouted at several times by management, the staff was horrible to costumers.Its a completely toxic enrolment, everyone is so cliquey including management."

SALES ASSISTANT (Former Employee) says

"Worst place to work terrible Management make you feel like slaves"

Cashier and Sales Associate (Former Employee) says

"Unorganized, inconsiderate and mean management team, hectic and very hostile work environment, unfair wages for the workload, no room for growth or improvement"

Vendedora (Former Employee) says

"Me desvincularon antes de terminar los meses de pruebas. Las evaluaciones fueron super negativas, pretenden que trabajes como un empleado que esta hace años, solo habiendo entrado hace dos semanas, el nivel de exigencia es muy alto, no me sentí contenida en ningún momento por parte de los encargados (de damas)."

ciara clancy says

"After ordering jeans at the start of December, it is now January and I still have not received them! I complained and they said that the courier cancelled it and never even bothered to email me about a refund! Very disappointed will not be ordering from this website again"

Nickki says

"Terrible site , terrible customer service , desperate to send back items try to log in , it says account does not exist start a new one it then says this account already exists ???"

Rani Najran says

"Absolutely appalling service during the January lockdown. I ordered a dress on the 6th Jan apparently it wasn’t in store it’s gone awol I was told, they could find it anywhere spoke to zara.com. They were useless too, did absolutely nothing still waiting for my second dress guess what...it’s not in store. Then I call again after a few days oh yes it’s in I go pick it up only realise when I’m home they have given me someone else’s parcel instead. Refused to go back to give the wrong parcel back, however did notify store and asked them to come pick it up from my house as they’ll have yet another UNHAPPY CUSTOMER. UNPROFESSIONAL AND ILLITERATE!"

Manisha Gozum says

"I would give them zero stars if I could. Zara has no management or upper level customer service. During the pandemic I went over their 30 days return policy because their site was not allowing me to sign in to process return. I tried calling and calling their automated system kept telling me to call back in a few minutes. This happened for several weeks. I was finally able to get someone on the phone and they said they can't return because I'm over the 30day policy. This company has no customer service. None! Never shopping here again. They also steal designs/art from independent artists which I can't support as an artist myself."

Alice Nicholls says

"Horrendous customer service. Still waiting for a refund two weeks after they received the item. Will not tell me when I can expect to receive the refund"

Josif Farrant says

"Their such a stupid company, they clearly don’t understand sizes especially with coats. They lie !"

Tristram Wolf says

"Dont buy from Zara online .Added trousers and coat to basket went through payment process went to pay reverted me back to zara message item out of stock .phoned customers service took ages to answer then a guy came on what der problem brov he said then hey man followed sounded like a street thug not a customer service representative for an international company..Was told when you put item in basket although its available 20 people could also have the items in there basket and all go to pay at the same time it's the first one maybe a second ahead who presses pay now that gets the item so a free for all .So customers waste time going through payment process for nothing also this is not the first time it has happened To me before it has happened where they have taken payment no stock took 2 weeks to refund"

Roland says

"Very bad customer service. I ordered online and some items I didn't received. I called and waited and when I finally able to get to talk to a customer service, she listened then just dropped my call. I called back again and I just received recorded messages that I have to call again. So I did over and over. So I tried their chat service. After writing reference numbers of the items I didn't received and talking to the online agent, they again dropped the chat! It's like they don't really care and help you at all. So beware and don't buy online or use their app. There is no way to find answers or help with them. You will end up wasting your money."

Jane Fenner says

"I was really surprised at the poor service I received and then read the reviews and it all made sense. I ordered a jogger in a small. They sent a medium (it was labelled wrong, the price tag said small and the jogger said medium). I was happy to return and reorder but wanted free delivery on the reorder as I'd already paid delivery once. However they refused to do this or offer any other solution. They stopped replying on WhatsApp and when I tried live chat, Jay the advisor was really rude. As a company they just don't care about customers! They are quite happy to take your money."

Andrea says

"Awful store and manager lied straight to my face about a return that they messed up. The manager came over and stated that the items could only be returned online. When I spoke to the online rep, they said they should have taken the return and actually the return (that I still have and received no merchandise credit for) comes up as already returned at the store. So they scanned it, returned it and I received no merchandise credit and I still have the items. After waiting in line for 1 hour to make the return and contacting multiple representatives, there is no resolution! This occurred at the CHerry Hill Mall in NJ"

Tiffi says

"DO NOT ORDER ONLINE TO STORE! You will regret it! I usually buy in store but when I walked in one day they were having a sale. The lines in the store was atrocious so I decided to order online and have the items ship to the store. Big mistake. I placed my order (almost $200 worth of clothes) on Jan 3rd. The items didnt move for 4 days. I called their customer service and the rep said the items were already shipped and didn’t know why my online tracking didn’t reflect it. As soon as I got off the phone with the rep I got an email notification that my order has been shipped. Yall! The order status didn’t move for another 7 days. After getting frustrated I called their service rep again and spoke to one rep who hung up on me. Another rep told me it should get to the store on the last estimated day which was on Jan 13. The rep said the store may have it and it has not been scanned in. So I drove to the store. The store said they didn’t have it. So I called the customer service again on my way home. Spoke to two reps who said the items left the warehouse already and they couldn’t track it (like what?) but will investigate where my order is and give me a call back within 48 hrs. On Jan 14, the very next day, I received a refund and was ABSOLUTELY CONFUSED! I called the customer service center again asking why I was refunded when I was told it was being investigated. The rep told me that none of my items were available except for 2. Why have items on your site when the items are sold out? And why tell me the order has been shipped on the phone and online only to have two items available. At this point I’m like you know what forget it. I bought those clothes for my boyfriend and was excited to get it to him. I went to ASOS’ website and placed my order there and did overnight. My order will be here on the Jan 18. Easy. No issues. If you want to order from ZARA save yourself the drama and ship it to your house. Better yet just go to the store and buy directly if you’re able to. Leave their God awful website alone. Its crazy because I ordered from their site for Christmas for my family’s gifts and I had no issues. I did express shipping to my home. So maybe that was the difference in this experience. My cousin who is in fashion told me never order to store with ZARA. They dont ship from their warehouse. ZARA will not spend extra money to ship it to the store. They check their store inventory rather. Their customer service is TERRIBLE! Just full of lies! Whewww!! Never again!!!"

Fiona Vigar says

"Terrible customer service. Poor quality product tore within two weeks and they tried to tell me it was my fault (it wasn't) without even taking the product back and looking at it. Now using 'pandemic' as an excuse to provide access to customer service or to elevate the complaint. They have lost a customer as a result. Avoid."

Amy Curtis says

"I returned an item I had bought as there was a button missing on the sleeve. I sent back this item on the 1st is December it’s been 6 weeks now and I have still not received it. Going through all customer helplines and chats and being promised my refund back I have still not received it. I will not be buying from Zara ever again. I know so many people this is happening to now. One guy promised me I would receive my refund in 2 working days ago week ago and still nothing. I have not received a refund for over 6 weeks now. It’s always the excuse we are looking into your case - which is not the case. So disappointed.I will be making sure any one I know doesn’t buy from Zara again."

Trinh Tran says

"The worst customer service ever. If you live in a sketchy neighborhood, do not order from them as the company and their shipping courier do not care for the security of your packages. I ordered $300 worth of merchandise to have them left outside of my apartment building. I understand Zara can absolve itself from what happens after delivery but my point of view is completely valid. As a multi-billionaire dollar company, I expected better customer support. They always excuse themselves by having valid tracking information and that it's consistent with their policy. They do not care at all about retaining customer loyalty or customer satisfaction. Talking to their customer support center is like talking to a wall. Zara should communicate with their courier to make sure their packages are safely delivered to ensure these complications don't occur on either end."

Maybebaby says

"By far the worst customer support I have ever had the misfortune to receive. I will never be shopping there again. If you want to not be lied to, and deal with unhelpful staff, shop somewhere else."

Chantelle Atuwo says

"Ordered a coat I'd had my eye on a couple of months after the app said it was now in stock. Why do I get an email 5 days after placing the order saying that they tried locating the coat everywhere but they have to now cancel my order because they don't have it in stock. Why have your website say you have it stock then???? Thoroughly irritating. The quality of the clothes had never been great but their customer service has done downhill."

c “casseliz” says

"I bought a coat in the sale. When it arrived the buttons were all faulty and it looks like they have been melted. I contacted customer services as there are no more sizes available of my coat thinking I may get a credit note due to the faults and having to replace all the buttons myself. They were very unhelpful and just told me to return the coat. Obviously I would if they had more available but they don't. They told me they don't have the ability to do gift notes. Really disappointed!!"

susannah williams says

"The website photos are not great. It is like a poor lookbook. for example, there are loads of dresses to scan through, I don't want to spend all day going through them I want to know if there is potential onto first image. Some images of a dress just show the collar and the woman's face, one was a woman curled up, front view, so I have no idea how it fitted. another example on coats, I want to see the coat closed definitely and secondly open, front and back. On their website the coat I liked I could see it open, and when the girl was sitting down in it. Is it fitted? Is it loose? They need to concentrate more on showcasing the clothes, not just edgy shots which don't give me an indication of if the item would suit me, or even if it'd look good."

... says

"My order had been split into three parts which I thought was weird.the first two arrived in a few days however even after a week I had heard nothing about my third and majority part of the order so I used the chat function on the website.they where unhelpful and basically said just to wait. The email notifications they where sending me where incorrect and confusing.saying they have dispatched the second part of my order when I already had it and so on.I got an email saying there is a new delivery date aka it was late (but for the wrong items).thankfully I have now received my whole order.even after checking the “where we left your package” section it photographed the wrong order at a wrong door.I also thought it was weird how my first packages where delivered my Royal Mail and my last by Hermes. Overall I would say hold off on ordering from Zara online if possible."

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