Zara.com review: Return policy

AndreaG23 of San Francisco, US

Oct 04, 2023 1:01 am EDT

Verified customer

Featured review

I went into a Zara store to return clothing I purchased online. I was a few days past the 30 day cut off date for returns because I had Covid and was sick for two weeks. I explained that to the store clerk, and she told me to call customer service, which I did. I was given a case number, but unfortunately was later denied authorization to return my merchandise. As I look back at the Zara website, I notice it’s very hard to find the 30-day return policy anywhere on the website. I also noticed that the return policy is not linked anywhere on the online purchase receipt, as it is for every other major retailer that I purchase clothing from. I do not consider the return policy to be “conspicuously displayed” on the website. I also find it extremely distressing that it was not prominently displayed on my purchase receipt. I’ve never had this happen before. I was a couple of days late returning the clothes, true. But how would I know the return date if I can’t find the policy on the retailer’s website — in the footer, global navigation, etc — and it’s not on my receipt! In addition, there is no Contact Us link anywhere on the website. They have a call center number, which is a nice person with no ability to help in any way. Just an awful customer service experience and very shady business practices. Such a bummer!

Desired outcome: Please let me return my merchandise for at least a store credit!

Zara.com - customer service 42

Resolved

Zara.com - refunds/exchanges 10

Zara.com - defective zippers 7

Zara.com - online ordering 2

Resolved

Zara.com - customer service and merchant violations 7

Resolved

Zara.com - online orders

Zara.com - dress

Zara.com - I m complaining about a manager Zara

Zara.com - order not delivered 1

Zara.com - I am complaining about a return

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