Zara India Complaints & Reviews

Complaint Details:
• Order Number: [Your Order Number - [protected]]
• Date of Purchase: 18th March 2025
• Delivery Date: 29th March 2025 -Delayed from the promised delivery date of 23rd March

I am writing to file a formal complaint against Zara India regarding my recent purchase. I ordered an item on 18th March 2025, and the expected delivery date was 23rd March 2025. However, the item was delivered on 29th March, 7 days later than expected, causing significant inconvenience.

Due to this delay, I missed the opportunity to wear the product for my birthday (28th March), which was the primary reason for purchasing it. Furthermore, upon receiving the item, I found that it did not fit as expected. Given the late delivery, I assumed the return period would be extended. However, In the app, deadline date was 18th April, calculated from the shipping date rather than the actual delivery date.

When I contacted Zara’s customer support, I explained the situation, including the delayed delivery, my personal family emergency (I was away due to my grandfather’s illness), and the item not fitting. Despite these extenuating circumstances, my return request was rejected without proper consideration.

I believe this situation warrants an exception to Zara’s standard return policy due to the following reasons:
1. Delayed delivery by 7 days, missing my birthday.
2. Personal emergency that prevented me from addressing the issue immediately.
3. Item not fitting and unused with tags intact.

I am requesting a return or exchange of the product, as I have not used it and it is in original condition. I would appreciate it if this complaint could be escalated to a senior representative for resolution.

Thank you for your time and attention. I look forward to a prompt and fair resolution.

Pooja Dak
+91-[protected]
[protected]@gmail.com
Order no. - [protected]

I am writing to express my extreme frustration and dissatisfaction with the abysmal handling of my recent order, placed on June 17, 2024. The Zara app initially promised a delivery date of June 19, 2024. My order, amounting to ₹8, 960, was crucial for a business meeting scheduled for June 21, 2024.

Despite this clear requirement and the assurance provided by the app that delivery would occur between June 20 and June 21, 2024, my order has not been delivered as of the evening of June 21. This failure has forced me to cancel my meeting, leading to significant professional and financial repercussions.

The level of incompetence demonstrated is unacceptable, and Zara has failed to uphold the basic service standards I expected when choosing your brand. This delay has caused immense inconvenience, wasted my time, and tarnished my professional commitments.

I demand an immediate update on the whereabouts of my order and a firm commitment to delivering it without further delay. Furthermore, I expect adequate compensation for the inconvenience and losses incurred due to Zara’s negligence. If a satisfactory resolution is not provided promptly, I will not hesitate to take stringent actions, including seeking legal recourse and publicizing this issue to hold Zara accountable.

Order Details:

Order Date: June 17, 2024
Order Number: [protected]
Amount: ₹8, 960
Your prompt attention to this matter is non-negotiable. I expect a comprehensive response and resolution immediately.

Sincerely,

Divya rana

My parcel order no. - [protected]was supposed to be delivered on 27-Dec, had received a msg that parcel was out for delivery. It's 28-Dec today and I have no updates regarding my parcel. It's not yet delivered!
Highly DISAPPOINTED!!

My order was picked up on 13th june, today is 18th july, zara is not refunding my amount. I have shared cctv footage, courier guys phone no and ever details related to return parcel pick up. However they are saying they have escalated the case but its dosent take 35 days to get refund

Dear Sir/Madam,

I am writing to bring to your attention a serious issue regarding a recent purchase I made through the Zara India mobile app on 03/May/2023. The order, with the corresponding order number [Order Number], was delivered to me on 11/May/2023. Unfortunately, upon inspection, I discovered that the item is defective.

Without delay, I immediately contacted Zara India's customer support on the same day,...

Hello,
I ordered perfumes online from zara app.
Before placing the order, I checked the product description and other details on the item page.
It clearly mentioned, 30 days return policy.
There's an option as well for the return but screen goes blank & error occurs.
Now the customer service is denying for return.

Hello,

I ordered two items from Zara.
Shoes and a perfume.

They only sent shoes, perfume was not in the box. It was just shoes box that I received.

Zara denying refund or replacement.

Hi,

I returned 5 items to zara and they were picked up by Ecom express via AWB [protected] and delivered to the Zara warehouse on 14 December. But Zara is denying that they have received the products and are not giving me the refund.

Can you please suggest a way to file a consumer case against zara? Or any other way in which I can get my refund back? Because this is absolute cheating and zara anyway has an extremely bad customer support network. Not able to voice and escalate my concern. Please help out.

Regards,
Aishwarya

I had purchased a pair of trousers from Zara. I wanted to return it because of fitting issues but unfortunately I had lost the bill.

All the tags on the item however are still in tact. The lady at the billing counter was extremely rude and completely refused to get it exchanged....

Hello Team,
I bought a jacket on Friday, 25th Nov which unfortunately doesn’t fit well.
I lost the bill on my way back. The jacket is brand new with all tags intact.

I tried explaining but the exchange billing counter guy wasn’t listening and rude.
I tried calling customer care number as well but no one answered my calls.

Can you please help?
It’s an expensive jacket and is of no use to me if it doesn’t fit well.

Best regards,
Shefali

I bought a jacket on 25th Nov from Zara’s Ambience mall and have misplaced my bill. I want to exchange my jacket which has all tags intact but the customer care person was really rude and refused to listen.
It’s an expensive item and doesn’t fit well.

Can you please help here?
The store would have a copy of the bill and can check for the product quality.

The product code is 4043/600/704/14. It was purchased in march’22. The trouser is badly torn apart from behind while the child was wearing it. While there is a certain level of quality standards expected from Zara clothing, this kind of mishappening isn’t expected at all. Imagine the embarrassment the child had to face while being in a public place! I tried to resolve this issue with the manager of the store it they we’re only willing to restitch it, which wouldn’t have the appropriate finishing.
I do understand that the trouser is from old season collection, but here the main concern is the low stitching quality which would prevail even in your new collection.

Placed an order with Zara having order no. [protected]. The order had five items which were:
1). Floral headband with shiny motifs silver colour - ref. 4548/237 size M. Rs.2890
2). Textured blazer with button details Lime colour - ref. 2813/469 Size S. Rs. 3490
3). Side vents trousers orange colour - ref. 7901/167 size S. Rs. 990
4). Full length trousers orange colour ref. 3067/417 size S. Rs. 1990
5). Flare jacquard trousers green colour ref. 5644/860 size S Rs. 1290

Total: 10650
Order delivery date: Wednesday, 13/07/2022

The headband mentioned above came in completely damaged. The day I recieved my parcel. I saw it and called their customer service, they said they’ll generate the return request for the same and a delivery guy will come and pick up the headband. The delivery guy came but the agent from the customer care arranged the return request in a different city that was Ahmedabad, meanwhile the order was placed from Mumbai.
I called them again so that they could reschedule the return request from Mumbai and said they’re really sorry for the inconvenience caused.
3-4 days passed away but there was no rescheduled pick up, meanwhile all my other items from the same order no. were picked up.
I called them again same thing kept on happening for a week.
After a week finally a delivery guy came and picked up the headband.
Their customer care agent had asked me to notify them when the headband was picked up so that they could update their warehouse for the same and initiate my refund for the damaged product.
Later, after my headband was picked up I called them again in order to notify them, they said that they forgot to update the warehouse and the product has been sent back to me because no update from the customer care was given.
So They asked me to wait for the delivery of the damaged product and also asked me to not accept the delivery so that it’s sent back to the warehouse and later they could initiate the refund.
Days passed I kept on calling them and kept on asking where is the delivery, they kept on saying ma’am wait for 2-3 days it’ll come.
Like this a month passed by and later they said they can’t even track the product anymore.
So i said that how is this my problem and if you can’t track the product how will you send it back. It’s been more than a month now and they haven’t updated me for anything and nor they have refunded my money.

Hi, I returned 9 items and got a refund only for 1. I have contacted your customer service and you said I would be my refund back for sure but then I got an email saying you guys didn’t receive the items and refund will be denied. Which is so unfair, I had to go to Delhivery and check the CCTV camera and got to know that they sent the package to you guys. Please escalate the situation on Delhivery so I could go to the warehouse myself and check in the unclaimed items.

I ordered something from zara of Rs 5980. Due to size issues i want to those items and i did request for return. I received email that a courier will contact you but it’s been a week and nobody came. I contacted their customer care, they said have some patience but I haven’t got any call from the courier.

I purchased a leather jacket from Zara back in 2017 and the producy quality was not good in 1 year only the jacket is tearing up from every where

I want to complain about the long waiting queues at the billing counter of Zara store at Pacific Mall Subhash Nagar, New Delhi. It is a recurring issue here and there's always a waiting of 30-40min for getting the items billed. How can they justify suck a horrible experience for their customers when they are charging so much for the clothes? I believe that they must increase their capacity if they seriously mean to provide a good customer service.

This experience with Zara has been so frustrating, i cant even get myself to begin writing. I have called the cx support messaged emailed them multiple times over a period of one month and I don't have anything other than fake promises of 24 to 48 hours of pick up. I have a 2 year old at home and this is the last thing I want.

I placed an order on June 9, 2022 at 10:07 pm on zara india’s mobile application. I chose UPI payment option.while doing the payment my money got deducted but the order was never created . It was not even visible in the purchases that I made but the money has been deducted . I have the proofs . I tried talking to the customer care team however they denied to help me in any manner. Its my hard earned money with which they are messing it up

I bought some items online from Zara, a shirt and a jeans, which were sent out using a courier. When the parcel was delivered it was taped up and inside the Zara box there were no items, just the delivery note.i had informed zara customer care executives through the app with all the proofs and i have emailed them several times still they did not pay any heed..i have received an empty package..and they are not willing to help me and they told they will not refund my amount
My order id-NO. [protected]

I returned a pair of Zara shoes to the courier. He opened the box and checked the shoes in front of me. A week after Zara customer care emails me saying they received a Non-Zara item. After calling their customer care everyday for a week they told me I was at fault and they will not give me a refund or exchange. They have scammed me of Rs4000 when the fault is clearly their’s or the Delivery company.

I placed my oder which i immediately cancelled ideally the amount should be returned in 14 days but four months have passed and every day i am calling zara people and they are doing nothing they are telling lie that refund is done i have given them my bank statements multiple time still they didn’t send my refund

I have purchased an Espedrills from Zara store at Ambience mall, Gurgaon on 15 Apr 2022.
Till today I wear it 3 times only and I found that there shoe sole was ripping out.
I spent almost 3000/- Rs to enjoy the Zara brand, but unfortunately I am not happy with the Espedrills, I don't think that Zara 's product are so much sensitive.
I request you to please either replace the same or repair it properly.
Thanks
Regards

I have made a upi transaction of RS 1990 at zara store chandigarh elante on 26 march 2022 ref no[protected], nd have gone to there store for 10 times for complaint but the manager did not listen and he is saying that uh will get refund on monday and now the store doesn't pick call. There is a boy in zara store chandigarh name Sahil he filed my complaint and i went to him after 5 days nd he said there is no reply from zara then who's responsible for that reply is coming or not

Extremely poor customer service when you reach out to Zara. They don’t bother to resolve your query instead give pre fabricated responses. I have returned an item 3 months back and still they are shipping it around on the addresses where I am not available. The same has been informed them in advance still they take their own time. Now I have moved out of India and they are still shipping back the item on addresses which are no longer valid. Even after taking pro active measures from my end by informing them in advance there is no communication in their supply chain system. How stupid is that to keep shipping on the undeliverable address and not issuing a refund to customer??

One of the worst system for customer issues in Zara. Executives think that they are the CEO of the company and are so rude and unprofessional in their responses. Even if you explain your issue 1000 times to them they have standard responses and not ready to resolve The issue. My refund is pending since 3 months. I am not available on any of the addresses added in app, same has been communicated to them still they are shipping the product back on those addresses which are unavailable. I moved out of India and it’s difficult to follow up with them, still they don’t understand the situation and gives same lame excuses. According to their policy also the time is exceeded way beyond the consumer and company contract, in which case they have to initiate the refund. I am so pissed by their service that I don’t want to be their customer now. Pathetic zara

I called Zara India customer service twice in this past month to enquire about the refund status of my order. This refund had not been processed for a month. The first time the guy spoke like a robot, he was extremely snobbish in his way of speaking. But the issue was resolved the next day at least. The second time I called for a similar issue, the guy didn't even bother with courtesy, again spoke like a robot, demanded why I'm only calling now - so it's my fault that Zara has pathetic service. These people don't have basic training in customer service. They speak to customers with such rudeness. It's a shame that this is the face of Zara, because in other aspects Zara is quite good. Customer feedback should be take after every call with these executives, maybe then they'll improve and they should be trained in courtesy, manners and the proper way to speak with customers. Let me mention that I was courteous and patient till the end. Please improve this, hire some women as the two men I spoke to seem to hate their jobs and are taking it out on us customers. I will certainly stop buying from Zara if this happens again.

I had ordered a heels but received shoes that too men’s, so I returned it month back, it’s been so long still haven’t received the refund not even got mail confirming the refund has been initiated. Poor customer care, this was not expected from ZARA!

I had placed an order with Zara India online on 9th Feb and had opted for payment through Google pay. I then did the payment of Rs.3990/- through google pay for which Zara had used Citrus payment gateway.
I did the transaction via UPI ID of mine that is [protected]@ICICIbank and money got debited from my account but Zara did not receive the amount.
So Zara cancelled the order from their side as it kept pending. I haven’t been initiated a refund. It has been more than a month. Zara issued a statement that they have not received the money. When I contacted my bank, they informed that money is credited to beneficiary account.
Kindly check my concern and give me refund of my money of value Rs.3990/- at the earliest. Please find attached relevant proofs of said transaction.

I purchaser garment from oberoi mall Zara Goregaon East they did not take my return of one week old when I explained him the bill was lost due to them he checked cctv in that when he knows my purchse was a week old he should have accepted the return I left my garment there without the refund and he was too rude and impolite people to talk to I want to take action on it