ZARA Negative Reviews

ZARA App Complaints & User Negative Comments 2024

ZARA app received 136 complaints, negative comments and reviews by users. Have you ever had a bad experience using ZARA? Can you share your negative thoughts about zara?

ZARA for Negative User Reviews

✓ Need Size of Item on ModelLike 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..NikteefulVersion: 8.7

✓ Free PalestineI will not support a company who is complacent with apartheid and ethnic cleansing shame on you.PalesyineVersion: 10.25.2

✓ Poor qualityHonestly clothes are quite disgusting and the brand does not value human life . It’s support Uyghur labour and a genocide.Abbi-qVersion: 13.22.0

✓ Confusing InterfaceNeeds to be user-friendly. The easier to use, the better to spend money. Too confusing to navigate at first try..Parns31Version: 10.10.0

✓ Other gift cardsLove 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 ..MAJOR USELESSVersion: 11.27.0

✓ Genocide Supporter!!!!Zara is a Genocide Supporter!!!!.#1PalestineLoverVersion: 13.22.0

✓ Be respectfulZara 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..Mb87mbVersion: 10.25.2

✓ So many freezes bugsThe 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? 😒.KkkfilmVersion: 13.24.1

✓ EhhhThis 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 🫶🫶.The little bartVersion: 13.30.0

✓ 🍉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.WalidrahmaniofficialVersion: 13.22.0

✓ Horrible appYou can’t even search by clothing item. Terrible. Taking my business else where..Sambo8989Version: 9.5.1

✓ Pick up in storeI never got my order the first time I bought online to pick up in store. I went to the shop (one day before the last day to get the order) and they said it’s not ready and I need to have the confirmation email. I waited a few days still nothing, I tried to call I tried the online chat no one answered, I finally got to speak to someone through whatsapp and they told my order was sent back because I didn’t pick it up. I was so upset and I told them that I even went to the store and they said they don’t have it and never got the confirmation email. All the said was sorry and that’s it. I couldn’t even buy the clothes again cause it was sold out. Very disappointed. Now, I thought to give a try again and it seems I would have to go through the same thing. I went to the store two days ago and they said they don’t have my order and I have to wait for the email. Tuesday is the last day to pick it up and still haven’t received anything, not even the one that it says your order has been shipped. Why would they offer a pick up in store option if they would never send your order there?.Cristina14CGVersion: 8.13.3

✓ Worst user experience for an iconic brandI love Zara. I love the clothes, all of their products. Even the bad ones. Which then tempts me to buy their product online - but seconds later decide not to buy anything. All due to the experience on the APP. frustrating to scroll through as it’s probably the only app that chooses to scroll differently, they have not gone the route of user friendly. It’s clearly “design vs usability” and therefore loosing someone as loyal as my myself to give up shopping from them for other competitors. The filtering is the worst I’ve seen - it’s almost the opposite of what a user would like to see… and the menu names/ distribution is purely catered to “fashion designers” and not the public as names are so all over the place, I never know where to look for what I need.. and I haven’t even started. Probably one of the worst user experiences I’ve encountered for a brand this big/beautiful..SahbatajVersion: 11.39.1

✓ Pros and consThe 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..BexyjayVersion: 10.19.0

✓ Already a bug at payment methodHaven’t even started using the app and already can’t input a payment method due to a glitch lol. Great start..Mel404040Version: 13.23.1

✓ Racist viewsWhy support a company that supports the murder of millions of people? 😐.Sana_0Version: 13.24.0

✓ 🍉Never again 😡🍉.Sam.mshVersion: 13.22.0

✓ None functional websiteThis review is not aimed at the products Zara sells but purely just towards to website and the app. Where to begin..... in short it’s just not fit for purpose, I’m unable to now login using the app because I’ve misplaced my password, the “forgot password” function sends you an email to reset but when you click it all it does is return you back to the login page on the website where I can’t login because I’ve misplaced my password so I use the forgot password” function is which sends you an email to reset but when you click it all it does is return you back to the login page on the website where I can’t login because I’ve misplaced my password so I use the forgot password” function is which sends you an email to reset but when you click it all it does is return you back to the login page on the website where I can’t login because I’ve misplaced my password so I ............. you know the story!! When I have been on the website it’s use is very limited in terms of searching / filtering and I’ve found the app to become unresponsive on a number of occasions. This is a real shame as they have nice items but it’s let down massively by the Micky mouse website & app..1shotkilVersion: 8.12.1

✓ Terrible companyWill never support a company that allows hate speech and discrimination. Fire Venessa and apologize!.Foreign7Version: 10.25.2

✓ The worst customer service at ZaraI 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..Sad about ZaraVersion: 13.24.1

✓ This company supports genocideNot giving my money to a company that supports genocide.Everynicknameistaken!65Version: 13.21.0

✓ Could use some improvementsI’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..FudixhsndjbxVersion: 10.49.0

✓ WorstI 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.Snoozy seedVersion: 13.28.0

✓ Horrible search functionThis app makes it so difficult to search for specific items, especially things in the special prices or sale section. It seems even worse in this update. You can’t search ‘jeans’ for example. And you can’t sort prices low-high etc. As there are no reviews for items, i wish they would say what size the model is and what size they are wearing as it’s so difficult to visualize how the garments might fit me personally. You can input your measurements and they do suggest the size you need, but I have found from experience they don’t always get it right. A oversize coat in recommended size large might swamp my 5.5 frame, but a small or medium would be ideal, although not recommended. I wish Zara would give us all the information we need to make the shopping experience a positive one..BobzzrtfVersion: 11.5.0

✓ 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!.Ariana28Version: 7.7

✓ Constant freezesIt’s remarkable how often the app freezes and I have to restart it. Insane. Prefer going on the website on my computer.Lunatuna999Version: 13.13.0

✓ LiarI 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!.Reni_gjVersion: 6.4.2

✓ 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..Odom, E.Version: 10.25.2

✓ Horrible returns and no customer serviceThey 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!.H. LynnVersion: 10.31.1

✓ Zara ...nice stuff HORRIBLE APPI'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 !.Skye927Version: 10.45.0

✓ Package was never receivedIf 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..Loretta AppiahVersion: 13.30.0

✓ Worst customer service experienceVery 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..PheobeXVersion: 6.8

✓ Recent functionality of this app is very poorI 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..Fix-thedamnthingVersion: 10.47.1

✓ Racist companyZara supports racist islamophobic designer Vanessa Perilman and refuses to issue a public apology to condemn her bullying Muslim model..BoycottzaraaaaaVersion: 10.26.1

✓ Horrible app and picturesReally inappropriate pictures and buggy app..FreedomoftheoppressedVersion: 13.22.0

✓ 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.😳.YveyjeanVersion: 8.5.1

✓ Love the Clothes… Hate the In-Store ExperienceThe 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...Ma dad did it for me!Version: 11.42.2

✓ Worst App EverZara 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..Ramiza AliVersion: 9.9

✓ 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..ParticularleVersion: 7.4

✓ Énormément de bugsLes 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..Kamelyaminimalist1Version: 11.27.0

✓ Poor Clothing QualityI’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..LanikegirlVersion: 7.6

✓ ZARAThis app is hard to navigate. Some pictures are good others cannot see close up or details. Limited description with measurements not clear.Reds tuffVersion: 10.25.2

✓ Awful customer serviceI 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 :(.Vame15Version: 10.1.1

✓ Horrible customer serviceBlack 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..VsvsbdjejwlwldldbsbwVersion: 11.53.1

✓ VERY BAD UPDATEI used to love shopping from Zara only because of the app it was very easy to use and also very fast. You could see where your saved items were and your buy later which was amazing because it meant you could have two wish lists. When adding something to your basket and paying it was so easy because the basket was at the bottom of the page as well as the saved items at the bottom left. Now the update has messed everything up! Especially with sale items it is so hard to purchase anything now, when I add an item to my basket it loads and loads so much sometimes till I get to paying already it is out of stock because someone else paid for it! I am trying to de upgrade my app but I am not able to! Please sort this out ASAP because it is not a update at all!.Marwa012Version: 11.0.2

✓ Supporters of GenocideUninstalled the app as I will no longer support a business that supports the murder of innocent children, women, and civilians. #freepalestine.RaymhdaVersion: 13.21.0

✓ RacistI 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.💪🏼💪🏼.I00&Version: 13.21.0

✓ Poor performanceZara advised me to use their app when I was having difficulty getting their returns process to work. Despite shopping online regularly, I find shopping online with Zara is weirdly fraught with hiccups. Having now downloaded the app, I shopped today, and with 5 items in my basket, found I couldn’t access my basket to checkout! Then more time wasted with Zara “chat” to try to resolve this, where I was told I’d need reload the app, thereby losing everything in the basket, so I would need to start shopping all over again. I hadn’t time to do this, so before logging out had one last attempt to access basket and, this time managed to do so. Why is shopping online with Zara so difficult, when other high street stores make it so easy?.CiaoitalianociaoVersion: 10.49.0

✓ Crashes every time. Chat services makes you inactive while you wait for feedback.Crashes every time. An app that automatically makes you inactive and closes the discussion while you wait for the agent to get back to you. Poor customer service experience..EdajAchoVersion: 10.30.0

✓ Lacking in essential functionality - frustrating!1. There are no filter functions, this really makes the experience frustrating and should be a basic feature for a shopping app. 2. There’s no way to save favourites so you can revisit later - bit of an oversight! 3. Items you put in your basket aren’t saved, so someone can buy it out from underneath you whilst you’re still browsing!!! This is infuriating! Why on earth wouldn’t you put a hold on basket items, even if just for 15 minutes? It’s the equivalent of me being in your store, picking something out, but someone else taking it out of my hands and buying it instead whilst I’m still browsing other things. Absolutely crazy! All it does is make people either checkout straightaway, meaning you miss out on potentially bigger purchases, or they just abandon the basket altogether in frustration so you lose the sale completely. This definitely needs to be addressed. 4. There’s literally no point telling us the dimensions and sizes of the model if you don’t also say what size they’re wearing. It’s just useless information..GConnoVersion: 3.7.2

✓ No to racism!I cannot support a company that condones racism, Islamaphobia and outright harassment by it’s employees towards minorities..Minahil1998Version: 10.26.1

✓ So easy to shop from this app—it used toIt just keeps crashing nowto add it in my cart type of dilemma. The website doesn’t have that feature hence I go on their app to shop..StylishNoobVersion: 11.20.0

✓ Rating of appIt is very hard to figure out the shape of garments when you models are all in crazy position..CatherineD4114Version: 8.2

✓ It’s sheeeeiiitThis 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.Xxprincess242Version: 9.1

✓ Weird poses and no size converterThe layout of the app is not straight forward and clear, I open the app with hope to find something and I’m either put off by not being able to find the clothes section (first few uses) and then the weird poses which mask the item, the pictures being in black and white so I can’t see the colour of the item, and then I don’t know if a size small is an 8 or a 10, or an XS is an 8. You need to go buy a measuring tape to fill in the size guide as I don’t know how long my thigh is. It would be much easier to have a table with the size conversions on it… like every other shop. So I close the app and go to another clothing brands app that is a breeze to browse through. Much easier to go to the shop if you have time. Zara sort it out, losing sales here..Kimando89Version: 10.48.0

✓ AwfulSends notifications for no reason even when i turned off notifications. Awful to navigate.TeqmeqVersion: 10.39.0

✓ Terrible App DeaignI 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..Eleanor2345Version: 11.27.0

✓ Such poor customer serviceZara is an amazing brand but their in store service is so poor! The wait times to change and pay is just ridiculous! Their refund and exchanges queue is so slow! Their staff are unfamiliar what to do if you have been issued a new credit card since your last purchase, it’s impossible for you to return the item as they make you feel like a thief!Even though it’s the same account but a new card! Their training of cashiers isn’t great considering they are such a successful company! They need to spend more money and employ more staff and train them! Their customer service is so inferior- they do not consider how important customer service is! They treat their customers with contempt and yet they have one of the most amazing brands on the high street! Either make more changing rooms available! Ensure their sizes are correct! Make paying and refunding easier!! It’s greed on Zara’s part!.IonailliVersion: 11.42.2

✓ Boycott ZaraThey changed the app and it sucks now. Also Zara is silent and complicit in the Israeli genocide and oppression of the Palestinian people 🇵🇸🇵🇸.Guitargrl88Version: 10.25.2

✓ AwfulStops working when trying to use which is very frustrating when trying to pay and items end up being no longer available before you pay. No details of contact other than Facebook and Twitter detailed on the app and in view that you can no longer phone customer services, other contact options should clearly be detailed on there. Not that it helps as when you do try to contact customer service it is a waste of time. Cancelled orders nearly a week after purchased which were due to be delivered the following day detailing it as items not available despite being able to purchase after the first purchase!.Mlks1Version: 12.26.2

✓ Shipping serviceZara 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..MarsballsVersion: 8.13.4

✓ 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..Wolfie25242Version: 7.3

✓ Training of CSRBeing 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.Nana of girls only!Version: 9.15

✓ Great butThe app constantly crashes upon tapping a product three or more times..Ng VicVersion: 13.24.1

✓ Boycott 🍉Boycotting you for ever.Palestiiine🍉Version: 13.23.2

✓ Great products, app needs workUnfortunately, 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..Lippstadt NRWVersion: 10.20.1

✓ 👎🏼The whole app is not user friendly , i got a headache browsing the app 🤯 the colors , the font , how everything is arranged👎🏼.....................'dVersion: 9.5

✓ Poor customer service in change roomsI 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 ..Johnny 696969Version: 12.3.0

✓ Fire VanessaHorrible customer service and hateful racist designers👎🏻👎🏻 #boycotting Zara and returning all my recent purchases.Rose1234444Version: 10.25.2

✓ Fire your head designer VanessaZara supports racism, illegal occupation, and the genocide of the Palestinians. Don’t get this app. Don’t buy their clothes. 🇵🇸.Ned_1999Version: 10.25.2

✓ The updateWhy 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..😳 wow!!!Version: 13.2.1

✓ Unnecessarily difficult app to useI like zara clothes but this app is just so difficult for no reason. they want to take an editorial angle on the app but it just makes it less accessible. there isnt enough on the filters, if i want a specific type of top i either have to look at just one style or scroll through EVERYTHING to find anything i want which coincidentally makes me not want to buy anything cause i dont want to settle on whatever ive found, thinking there might be something better if i just scroll through the crap for another hour. they need decent filters such as style, occasion, fit etc and people might want to use it more.❤️❤️❤️💞💞💞Version: 13.11.0

✓ Bad ExperienceRecently, shopping at Zara has been extremely difficult. Every time I choose something to add to the basket (the size of the product is available at the time of choosing the product) the clothes are not available. I checked it several times and after a few seconds these products were gone, and even some of them appear as available, but after adding them to the cart, it turns out that they are not. There isn't even time to pay, and I'm not talking about seeing all the available clothes on the site, because I believe this is impossible. After 3 times I let go and will do my shopping somewhere where the information is true and you have time to make the proper purchases..CharloieeeVersion: 10.7.2

✓ Return of faulty coatAs a Christmas present my daughter purchased for me a 3/4 length black coat cost £100. Having worn the coat on only 4 occasions the zip has broken and will not undo. We have the receipt and contacted the store. We cannot do any thing as store is closed, we suggest you contact customer care. We did and was advised to go to store and ask manager to sort. Having got to store we point blank told tolls are closed cannot do anything contact customer care told the lady that is what we did and was instructed by customer care to come to store. Had to then return home frustrated that I was doing as asked but they were not helping. They were not no know the coat was purchased as I’am suffering with chemo and kidney and need to keep warm. We contacted customer care again have been advised because coat was purchased in store they cannot refund the faulty coat until the store reopens after lockdown. I find it very difficult the other companies seem to be able to refund or replace faulty goods by post etc but ZARA appear not to be able. Will be looking forward know to going into store when the summer arrives to get my faulty coat replaced l. In the mean time ZARA expect me to purchase another coat which will have to be arranged over the internet as stores are closed. Was promised a return call from a manager to discuss guess I would be surprised if that happens..Cookey227Version: 10.1.1

✓ Horrible, racist companyTheir head designer is a racist, hate mongering Zionist who promotes murder and genocide. Zara is standing by her views..HyuurfVersion: 10.25.2

✓ App is too slowBy the time you reach the payment stage the item is sold out. It keeps buffering for 30 seconds with every instruction. Not happy I preferred a previous version. I’m so disappointed with the new version ALSO CAN YOU PLEASE FIX THIS . I added my item to the basket within seconds instantly checked out added my payment details and then went to bank authorisation at that point your system notifies me that my item is out of stock go back to your shopping basket. I’m so angry as you persistently waste my time. If it’s at the payment screen surely it should remain in my basket. This has happened way too many times. I have been wait in my fit Thai item for months and now I’m so upset 🥲🥲🥲🥲🥲.RavenTT1Version: 11.3.1

✓ Product availability featureThe app’s stock “availability” feature is inaccurate and could be costly. I visited the store in Stratford Westfield to buy a product for my nephew’s wedding which was listed “available” on the app. Upon arrival, I was told it was not available and was advised (on the basis of the information from their system) the product was available in Oxford street. I travelled to Oxford street and was told the product was not in stock but available in Zara Brompton (Knightsbridge). I requested whether the store in Knightsbridge could be contacted so that I could be reassured the product is in fact available - there were no opportunities for this. I have wasted a little under £10 in travel costs as a result of app misinformation. Please note the app still indicates the product is available in Westfield Stratford and Oxford Street. Zara should consider ways to prevent their customers from wasting their time and money searching for products falsely advertised as being available. I wonder how many more costumers have fallen victim to this..Sabeha YusufVersion: 11.45.0

✓ Racist company👎👎👎👎🇵🇸🇵🇸🇵🇸🇵🇸🇵🇸.OfhdofbekeodbfkVersion: 10.26.1

✓ Delivery Options IssueI have been having problems with delivery/collection points when placing my order. I am having to travel to another city to collect my orders. I have called Zara several times to resolve this issue however no one is able to help me instead I am advised to place an order through someone else or long in through the web as a guest. Although my location settings are on, the app is not detecting my home town for nearest delivery options, instead the nearest post office it is detecting is almost 7 miles away. When I log in as a guest this is not the issue. I am able to find have my goods delivered to the nearest post office down the road. Quite appealing that this issue has been going on for almost 3-4 weeks and no one is able to resolve..Zara shopper!Version: 10.8.0

✓ 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..Stephanie beauparlantVersion: 4.3

✓ Disgusting customer serviceCorporate 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.PocahontessVersion: 10.22.0

✓ Frustrating ExperienceCouldn'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.MizKellyOVersion: 13.17.4

✓ Extremely hard to navigateI 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!.R.17.Version: 6.0.1

✓ Returning is a nightmareThey 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..KeekstrideVersion: 11.57.0

✓ UnsatisfactoryMessaging is terrible and trying to find the main menu to navigate through the different clothing categories is extremely difficult. Purchased someone one day ago and still haven’t heard to see whether or not they have the item in stock or if it has been shipped..Sally Beatson-MelbourneVersion: 4.1

✓ 0 StarsUseless app and an even more useless company. #boycottzara.S1D1K3YVersion: 10.25.2

✓ Shame on you ZaraJust pathetic and disgusting.Mary1474763Version: 13.23.1

✓ DisappointmentSo disappointed with Zara’s customer care communication - not only does the app time you out when talking to customer care… also their return policy for a faulty item is non existent. So unhappy with this service and my 8 year old daughter is gutted that they won’t be replacing her faulty jeans that have a giant rip in the centre of them next to the zip after 2 wears..Jessicca112233Version: 13.19.0

✓ Clean interface at the expense of functionalityIt’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..Sezzy003Version: 5.7

✓ Not what I expectedI was so excited to see Zara coming in NZ. It was my very favourite store. I used to shop in Italy, Spain and my home town Serbia. This is nothing near the the authentic european style. Everything is oversized, on skinny models. The colours, the fit... terrible. Where did all those slim fit pants, beautiful shirts and t-shirts gone. Btw app is very confusing to use, especially when and how to choose the size. Everything is big and oversized. The only positive is kids clothing. Finally something different to buy for kids.ZucazutiVersion: 4.4.1

✓ Trying to be too coolApp 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..NiccibarVersion: 10.15.1

✓ Customer Service LackedMy 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..Francj091Version: 10.48.4

✓ 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..Ellaaa29Version: 8.13.4

✓ App Chat support is the worstThey wouldn’t respond to your question and close the chat. Also, they will only tell you what’s already mentioned in the website/app. So why are they still there? Chat can be found under the product, but would ask you for the reference number, when you go to check the reference number, the chat closes. And then they can’t answer your question. Seriously what’s the point..Jan MayaVersion: 8.13.3

✓ App experience is not goodI 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..VendelalVersion: 10.36.1

✓ Never will be purchasing EVER againI will no longer be buying from Zara and have deleted the app. The app will remain deleted forever. Zara is a company that mocks the de-ath of innocent civilians. Their new tone deaf campaign mocks Palest-inian mothers carrying their de-ad children. Instead of turning around to apologise the owner has refused to apologise and made multiple derogatory comments justifying the death of innocent civilians. On top of that the quality of the clothes has recently become awful. I bought a top recently and after two wear it already started to show signs of damage. In addition the app isn’t the easiest to navigate, the models always seem to be doing unusual poses making it difficult to see the item they are advertising. I will never be spending another penny there for as long as I live. There are many ethical alternatives with better quality items..Ma3'rooreVersion: 13.21.0

✓ Fickle appI 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!.Barn Owl in FlightVersion: 8.13.3

✓ Supports genocide.Boycott Zara!.Dragonfire35Version: 13.22.0

✓ Fast delivery and great returnsHowever sizes are cut very small, and review and video functionality in the app would be really helpful to assist in choosing the right product and size, would save a lot of multi-size/style purchasing and returns..AJ AotearoaVersion: 11.22.0

✓ Racist company supporting genocideI 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!!!.ريان١١٨٠Version: 13.22.0

✓ Notice of Intention to Boycott ZaraI am writing to express my deep concern and disappointment regarding recent incidents involving Zara that have come to my attention. It has come to my notice that there have been instances of mockery directed towards children, as well as insensitive actions concerning the situation in Gaza. These actions are not in line with the values and ethical standards that consumers expect from a reputable brand like Zara. Mocking children and showing insensitivity towards global issues not only reflects poorly on the brand but also raises questions about its commitment to social responsibility. Given these troubling developments, I feel compelled to inform you that I will be boycotting Zara until these issues are addressed satisfactorily. As consumers, we have the power to choose which brands we support, and I believe it is crucial to stand against actions that go against our shared values. I urge Zara to address these concerns promptly, issue a public apology, and take concrete steps to ensure that such incidents do not happen in the future. I hope that Zara takes this matter seriously and demonstrates a commitment to rectifying these issues to regain the trust of its customers..Ad_mz14Version: 13.21.0

✓ Zaras blind eye on racismZara 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..BoycottzaraaaaVersion: 10.26.1

✓ Needs work - not user friendly for those who like to build carts across several daysCart 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..MischalourdesVersion: 10.43.2

✓ CrashingI love the app and how easy it is to use but it keeps crashing after the latest update..Dani NZVersion: 11.20.0

✓ Too hard to followAfter 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..Mysticmomto3Version: 10.31.1

✓ Improved but still room for improvementThere 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..TonylarkVersion: 6.8

✓ Awful User Experience and Model PicsI really don’t know like the user experience on this app, it’s awful, text is light and so small I hardly can read it, the prices are tiny and I’m young and have a good eye sight. The models chosen for the pictures are really awful, so so thin that makes the clothes have no shape or form with the normal people in the street. I can’t see properly the type of clothes on some models because they have put a very white t-shirt on a very white person that fades on top fades with a white background. Same with black tops, blazers or coats/jackets on a black person that can’t show the detail on the item. I find buying on this app in contrast with all other online store apps the worst and I really don’t know how this app has been allowed to go live like this. They should be getting rid of some people in the creative and design department and solve this now 👎🏼.RickTheRickVersion: 11.4.1

✓ OkLove Zara but the interface of the app is annoying- hate the way it’s set up and the styling is over the top for the womenswear. Simple is best guys !.GeegeeteeteeVersion: 11.27.0

✓ 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..Maria IrVersion: 11.2.2

✓ Worst customer serviceI’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..JanRCtzVersion: 5.7

✓ TERRIBLEI 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..Cristina_BrooklynVersion: 10.25.1

✓ On what planet does Zara think those photos sell clothes?I love Zara and the app is ok, though a lot of weird elements when you purchase. It’s not intuitive. Design bad. But the functionality is good. But WHY O WHY do you take the photos you take. The models are just totally not appropriate, the clothes look weird and you cannot tell what they actually look like - even things like, where does that top fall on a human, waist? Hip? Longer? Who knows because the Zara photos are so dreadful. But when you do black and white I just FLIP. What customer does not want to know the colour or texture of the fabric of the clothes they are buying?!?!! Please workshop this in your exec office and get your customer base needs sorted out please. I don’t buy as much because of your photos..CooncilkVersion: 10.47.3

✓ ZARA HAS THE WORST CUSTOMER SERVICEZara 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..Schmile113Version: 10.37.1

✓ It is not user friendlyYou cannot find easily all the items to view them.. You do not know when you are in the collection and when in the full list..Or how to go in the full list! I am using this app very often and I always forget that i need to filter so i can see all the items! Otherwise i m stuck at the dress or new in collection! The photos are so large in some cases that on an ipad you need to scroll the whole page twice so you can see another photo. There are various other issues that I wont go through them now, you should have a dedicated team responsible for that but if you look on similar apps from other major companies you can always see what’s missing. Or you could do a days user experience research and ask women and men from various ages to use this app and express the problems. The app is meant to do the whole process of finding, buying sth easier and the whole customer’s journey while using the app easier which is not the case! I apologise for being so negative but I’ve never come across such a frustrating app where you search and search and cannot reach your destination quickly. Pros to consider very nice design and presentation of the whole site but it s missing important steps to help the user. Thank you, Eleni..Selen ElenVersion: 8.11

✓ Eighteen thumbs downIf 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..Jbird1818Version: 7.4.1

✓ Time consumingWhy can’t this app just be like any other? They clothes are great and often reasonably priced, but it’s a nightmare looking for anything. The whole format is just too complicated for nothing and it’s difficult to find what you want. There’s no ‘sort low-high/ high-low’ etc which is very annoying. The photos don’t actually advertise the products very well. They’ll show you an image of a model with their leg over their head or something to advertise a top. Well now you can’t actually see the top. They’ve taken a ‘designer’ approach which In turn just makes me not want to shop on the website as it’s so confusing. It’s not an enjoyable scrolling experience at all, and I often never find anything that I like. I really really encourage Zara to look into their formatting and layout!!.GgfytgyihuihuguVersion: 10.12.1

✓ Would make shopping easierWish 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.._ssandyyyVersion: 7.4.1

✓ UnusableThis 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.Manni1510000000Version: 8.7

✓ RacistZara’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.HalfJerusalemhalfLodVersion: 10.25.2

✓ No star rating!!No star rating!!.ZohrzaVersion: 13.22.1

✓ I hate this app so muchWhy 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...EjjdjdkeieVersion: 7.4.1

✓ Horrible customer serviceRefunds 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.Kkhayy123Version: 8.14

✓ Keeps asking me to install the latest app but does nothing when I click on the buttonThe app keeps asking me to install the latest app when I click OK it takes me to the exact app. It doesn’t give me any link to the latest app. I don’t even know where to find the latest app?.Value reviewVersion: 10.47.4

✓ GarbageZara you done for me forever!!.Love will be winVersion: 13.22.0

✓ Simplification is requiredAs 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..AsisBrarVersion: 13.0.3

✓ Pathetic user experienceThis 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..Jellybelly349Version: 13.23.2

✓ Zara saleThe 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..ToeatornottoeatVersion: 11.27.0

✓ 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..Breanna FergusonVersion: 3.8.2

✓ Very poor check-out processI 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..Pia KlausnerVersion: 10.26.1

✓ Gnxde enablersWorst application and worst shop. #freepalestine 🇵🇸.شام بنت فلسطينVersion: 13.28.0

✓ 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..SSMT6Version: 6.10

✓ Just noEvery 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..LeahkirstenVersion: 8.13.1

✓ I feel like my head is in a mazePoorly 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..Aw sweet asVersion: 10.47.1

✓ PoorUsed to be a great brand, customer friendly and focused. Where do I start, sizes are diabolical now, quality not great especially for the lower price points (which it used to be), they have forgotten about their older loyal customers (who I might add, have more disposable income, even the young ones that they cater to more now will grown up one day, then what).. can’t keep chasing the fast easy buck. Now charging for delivery when the sale is on and for returns. Time for me to start spending more money with more sustainable companies, who are inclusive, have better seamless websites, better shopping experience and use models that the everyday person can relate to. This is not haute couture!! You’ve lost your way.. you don’t need the super skinny models! Yours a customer of 15 + years.Soulfully2015Version: 11.27.0

✓ Layout isn’t very user friendlyThis 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..Emily55*Version: 3.8.2

✓ THIS IS THE WORSTOkay 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.....Brookie131324Version: 3.6

ZARA works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact ZARA.