Zara Corporate Office Headquarters

46 comments
Zara Corporate Office Headquarters
Zara USA:
500 Fifth Avenue, Suite 400
10110 New York, NY USA
Corporate Phone Number: 1-212-355-1415
Fax 1-212-754-1128
Zara Stores Customer Service: 1-212-355-1415
Zara.com Online Customer Service: 1-855-635-9272



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46 comments:

  1. I need to know with whom I lodge a formal complaint? I was wrongfully detained by your security guard in your SOHO, NY store, asked to see in my bags and purse. I had no cause to be asked to see my goods, the alarm did not buzz nor did it buzz for the people walking out in front of me , who were not detained. I can only assume that it was racial profiling. When I asked to see a manager, the security guard made no attempt to help me or apologize. The manager spoke to the security guard and he told her he would tell her privately why I was searched. This is a violation of my civil rights and an embarrassment, and I demand an explanation and formal apology. I have spent too much money in your stores, am a professional, business owner, tax payer, home owner and have no criminal record. Nor do I fit the profile of a thief. I will be escalating this matter, posting my experience online and may be tempted to contact the news. This was racial profiling at its best. Your employees need sensitivity and customer service training at all levels. Please contact me so that this matter is resolved to my satisfaction. I am deeply disturbed.

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    1. That's what you get bitch

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    2. The same thing happen to me in their store in 42th Street and 5th Avenue. I have written a formal letter and will send it to their office. I also will look into a formal legal complain for stopping me 3 times this year and searching my bag. I have never seem them stop a Caucasians customer and search their bags.

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    3. But I want to know was and how was this matter solve with Zara Inc.?

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    4. The same thing happen to me in their store in 42th Street and 5th Avenue. I have written a formal letter and will send it to their office. I also will look into a formal legal complain for stopping me 3 times this year and searching my bag. I have never seem them stop a Caucasians customer and search their bags.

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    5. Lila P - the next time someone tries to detain you to look into your bags and purse, and you know you're innocent - DON'T LET THEM DO IT! The burden of proof is on them, and otherwise it is illegal for them to search your bags. Tell them to call the police and you will wait there until they come, and they can show you the security footage of you stealing (which won't exist, of course) when the police come. They have no right to search your bags without proof of you stealing. I was profiled also in a high end supermarket - that i spend a TON of money in. The security guard accosted me and demanded that i hand over my two bags of groceries to him so he could search them for the stolen items. I told him to kiss my a** and the manager came out and they were trying to intimidate me (which is impossible) . They said they were going to call the police, I said "Perfect! call them NOW, so I can get a police report as proof that you harassed me before I sue you..." I stood there defiantly as they apologized and backed away. Don't let anyone intimidate you if you're innocent. I feel for you, and I hope you get some satisfaction.

      Also, i hope you returned every single item that you bought from that bulls**t store that day. Peace.

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  2. Wow! Was the matter resolved?

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  3. Is this the Zara head office?

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  4. No surprise. I have had disgusting customer service at Zara recently. Yorkdale mall, in particular the manager.

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  5. This weekend I was at Zara at Yorkdale Mall and was returning a few items that I had bought a week earlier. Two of the item numbers on the receipt did not match up with the item numbers on the tags. The manager was called and she confirmed that the items did not match up. She looks at me in the eye and says, "These (motions to the clothes) are not on the receipt. So they're not yours". That was it. I stared at her incredulously. I was stunned. Speechless. Honestly, they were not even that expensive. $29.90 and $19.90 shirts. But there was no way I was walking out that store without getting a full refund or at the very least take back the merchandise which I fully paid for. I demanded that she get to the bottom of this. I motioned that I would hold onto the shirts while she did and she said, "No. I will hold onto them". In the end, she found out that for the one shirt, the employee had punched in the wrong code manually. For the second item, the code had for some reason, printed out differently from what was on the tag. So no fault of hers, but I was really appalled by the way she handled it. And no apology was given until I told her that this was a very stressful experience for me as she was insinuating that I had stolen the clothes. Really turned off by the way this was handled.

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  6. I had a very bad experiance with Zara at the Square One Mall in Mississauga. The manager was extremely unporfessional and down right rude.
    I contacted the head office and the president of Zara Canada was on the other end. She was even worse then the manager!
    I can not believe how poor thier customer service is...but they simply do not care.

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  7. Hi , i have been a loyal customer of Zara since their first store opened in israel. I shop alot for myself and for my family at your stores. On the 8th of Sept. i purchased boots for my daughter. After getting home we noticed the boots were flawed. the inside of one of the shoes was damaged. We returned to the store the day after (on the 9th) and as they didnt have another pair in this size I deci...ded to ask for my cash back. I was SHOCKED to hear that i could get my cash back MINUS 5% !!! Not only did i ask upon payment if the store had a total refund on their merchendize (to which the shopkeepr said that they did) i have NEVER EVER gotten a refund on my money which wanst 100% of what i paid for !!! I am APPALED that Zara behaves this way !! This really doesnt represent the internatinal flare of your stores , neither is it good consumer business practices !!! very very dissapointed.

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  8. Hi, I personally do not find anything wrong with Zara return policy Americans today always running people business down to the ground. americans love to wear items and bring them back n get full refunds. this is not helping our economy. I personally do not feel that retailers should keep up with our receipts. as an adult we should be responsible for our own receipts. what retailers should do is email receipts this will make it very easy for consumers to find receives when necessary. anyone who shops in retail knows that they do not refund without receipts and just for a hint for consumers all retailers are not the same.

    everyone who works have rules and regulations in at some point we all have to disappoint someone regarding our rules and regulations. I'm sure the rules and regulations in Zara are not trying to stop good shoppers from shopping but to start repeated returners and thieves from running the business down
    so if I consumers can stop b******* and be more helpful it will help us keep business going.

    Thank you

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    1. who the hell are you and what do you know about Americans anyways!?!!?

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  9. you are also right, I would also like to say that if you do not have a receipt in the item is gone on sale then you do not get the full refund of what you paid unless you have proof that you paid the full price.

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  10. Zara is racist, to shop at and work for. They don't hide or deny it. If you are racist apply at zara, you will fit right in. If not you will be miserable and appaled all the time from hearing blatantly racist comments from managers all the time. A large percentage of customers are black, but that's the group they discriminate against the most. They hire them, but promote whites and barely legal Hispanics. Don't waste your money. The clothes are of poor quality anyway.

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  11. Where do you send complains for customer service. I have the worst experience and this is not acceptable at all. I will NEVER order or shop at this store again. You really need to get better managers on the phone. I would like the name of the complains person. As the guy said I would have to send a letter to SPAIN. No one reads letters anymore.

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    1. You absolutely should send a letter. Formal complaints to corporate offices should typically be sent as an email AND a physical letter. Businesses read letters.

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  12. WORST CUSTOMER SERVICE at square one in Mississauga. The manager Cristina was a bitchh. I went back to give them their faulty item that they sold me and they refused to take it or exchange it. Absolutely disgusting.

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  13. Spoke to Hidie and when i asked her what her title was she says "in charge of customer service for Canada". When i asked her for her last name she said "dont worry theres only one of me here". Ok?? then i ask to speak to her manager and she refuses to give me her managers name??? Is this the way you do business Zara?? You have employees that wont even give their full names ?? She refused to escalate the call ? the treatment we recieved was unprofessional and has definetly done damage to the ZAra Brand you have worked so hard to achieve. Maybe you should train your employees better. We have swore off shopping at Zara and will start a facebook campaign to make people aware of the poor customer service at Zara..

    Heres a help hint Zara ...stop hiring kids..and if you do make sure you train them properly.

    Zara Yorkdale Manager need to be trained.....

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  14. Zara Yorkdale offers horrible customer service. They love taking your money but dont expect any customer service if you have a complaint. And dont think it will get better if you call the customer service line. Heidi who's title is " the person in charge of customer service" or at least that's what she told me, refuses to actually help. By that i mean she refuses to escalate calls and refuses to give her full name or title. Are Zara employees so ashamed of where they work that they refuse to give thier full names now? #zarahasbadcustomerservice

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  15. Feel free to spread this around twitter #zarahasbadcustomerservice

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  16. Zara has the worst customer service! I feel like returning everything i ever bought from them! Stamford Mall!! #zarahasbadcustomerservice

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  17. Zara is stopping production of clothing with a yellow star, similar to the Jewish star patch.

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  18. I am very unsatisfied with the return policy of Zara.com. I requested a return within the 30 day return window and was under the impression that the package was going to be picked up at my home. (I had to enter the address where I wanted the package picked up) After the package sat on my porch for a few days I recognized no one was coming to get it, so took it to the UPS store and had it shipped. Zara declined my return because they received it after the 30 day window, even after I spoke with a customer service person and a supervisor. The two items I returned were too small, and they won't even exchange the items for different sizes because the return exceeded the 30 day window. Looks like poor customer service is a trend with this company. I will not shop in a store or on their website again. $180 down the drain!

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  19. Horrible customer service in Dadeland Mall in Miami!! Will never shop there, seems they get a lot of customer complaints, should have known better, will never shop there again!

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  20. I bought a dress on 12/11/15 and I attempted to return on 12/15/14, because I took it home and tried it on and didn't like it. The manager in Downtown Los Angeles Zara refused to take the dress back even though it was unused, still had the tags on and I had the receipt. They claimed the dress smelled like smoke. I tried over and over explaining to them that I didn’t smell anything and that the dress is unused which still had the tags on, but the manager refused to refund the money, pretty much saying her word is against mine. When said I was going to file a complaint, the manager refused to give her full name or give a statement in writing as to why she is refusing the return even though the product was never worn. The receipt says a customer can return an unused product within 30 days from the date of purchase. I attempted to return 3 days after the purchase with the receipt and tags and was rudely refused. This store does not honor in returning unused merchandise. I need a refund and answers to this ridiculousness. The manager and employees are rude and unprofessional. This is the Downtown Store in Los Angeles, California.

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    Replies
    1. In addition, it looks like from other complaints, Zara has trained their employees to say "don't worry there is only one of me here" when asked for their full names to file a complaint.

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  21. I order a pair of mail shoes and was sent a p air female shoes. I have them return and two weeks down customer service saying my item still at fedex. After begin promised I will have my item in two business days. I want my money back this is not the first time poor customer service. 314 556 8834

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  22. ZARA's security scolded a blind lady the four letter word and called the police on her, just because she wanted to go into the shop to buy a dress....


    Esme, a guide dog in Singapore was rejected entry into ZARA at Ngee Ann City and her story was shared on facebook. Apparently, the security staff even threw insults at the visually impaired woman and her companion.

    Here is the full facebook post:

    Royally Superlitively UPSET On 10th April, I guided mama for dinner after the office and proceeded through Nee Ann City. Mama's friend who was with us, pointed out a beautiful dress at Zara. Upon mama's instructions, I guided her towards the clothing store.

    A man at the entrance of the store prevented us from walking any further he was rather hostile and insisted even after mama explained that she is blind and needed a guide dog. He actually got more agitated and aggressive hurling abuses at mama and I. This guide dog actually heard with her own two ears this man screamed threateningly a word that mama later explained to me meant " threatening another with one's pee pee tail " He refused any explanations and insisted "no animals". Mama explained that I was no ordinary animal but her eyes and allowed into public places. However he got more aggressive with gesturing, tonality and language. Mama requested that I take her into the store to speak to the manager at this point in time.

    A lady claiming to be the store manager confirmed that guide dogs were not allowed and that they were calling the police. Mama and I remain standing and waiting for the arrival of the police
    Another man came up, identifying himself as a police, asked us to step outside the store and wait for the police. There was some confusion here and we later understood that he was an off-duty officer.

    The real police eventually arrived as well as the security management of the shopping mall. Both the security manager and police in uniform confirmed that guide dogs are allowed in Nee Ann City and public places. The investigating police officer then advised mama to take the matter up with Zara's management as well as the magistrate court.



    After that, I guarded mama to the police station near our home and lodged a police report. We did not get home till over 1 AM.

    Whilst it is surely the prerogative of Zara to choose their customers, it is absolutely uncalled for to threaten one's customers with your security guards pee-pee tail in public!

    It is also the right of anyone to label and name mama please remember though,

    It is not mama's choice to be blind nor need of a mobility aid!

    If only other four letter words can be used instead there are so many good ones like

    Kind, Care, Love .....



    Esme the Guide Dog

    *Article first appeared on https://www.facebook.com/EsmeTheGuideDog/posts/854890417910702

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  23. I would just like to say that I worked for Zara as a manager and can agree with many of the negative comments given. The company does not value customer service, the focus is on the image and look of the brand. It's sad to see a company with great product, lose so much money because how poorly managed stores are. Hopefully one day they with improve their ways and surely they will make even more money.

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    1. NO KIDDING, had the WORST experience at 34th street with the Manager and employee who looked at me like I had 2 heads about EXCHANGING and buying more. They wanted to deny my receipt and made a HUGE scene in front of a long line of customers.. It was completely unprofessional the manager whose name begins with a Z was particularly RUDE and you could tell that the entire staff took on the same (we don't give a shit attitude) to all customers. I will NEVER shop there again despite the fact that the product is good because the Customer Service is Horrible! Save your money and take it to H&M or Macy's ....

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  24. I am APPALLED at Zara's complete lack of concern for the customer or customer service. I ordered several shirts online. When I put one of them on there were eleven holes in a straight line around the right bicep area of the sleeve - It is stretchy material so I didn't notice them until my arm was in the sleeve. I tried to return the defective shirt (cost $12.99) for a nondefective one, or a refund or credit, their choice, and was told the shirt was not defective, that they have inspectors and would not send out a defective item. I protested and spoke on three different occasions with 3 different "internal reviews" and they refused to accept the defective shirt back. They acted like I was a criminal and lying to them. What a horrible way to treat customers. I will not do business with them again ( even though I buy clothes online frequently) and will tell others - DO NOT SHOP AT ZARA! They do not care about their customers.

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    1. I wish I had read this before buying my merchandise online. This has got to be the worst I have EVER seen. But from the look of it, this seems to be their MO and it appears the customer is out of luck!

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  25. Hi some one in Zara who has high responsibility and caring about zara's customers.
    The reason i am writing this commend is to reach someone who is in charge of my complain case no: ... and my order no is: 161184942
    I am a loyalty customer, i was placed order in zara online dd 10/14/2015. I received a zara confirmed shipment dd 10/15/2015. I realized that my address shipment was showing on the comfirmation for this order was wrong, i didn't live there 1 year ago. That house belongs Irvine appartment home rental company. I called up Zara customer service and asked them change my address shipment in early Friday morning, Oct 16, 2015. The guy as zara customer service staff told me he will send the note to the On Trac (Zara shipping company) for this address change. I also asked him whether you can send my any confirmation for this address change, he answered that the only one he will do for me is sending a note to On Trac company. Our conversation ended and then i was still worry about this, i made a phone call to On Trac and asked them change my address delivery. The guy said it will take more time to get approval and this purchase won't be delivered on time as its schedule. He also said it may be delivered next Monday, 19 October. I said ok and appreciated that. Unfortunately, i saw my purchase was delivered on 10/19/2015 with a wrong address. Of course, i didn't expect this stupid thing happend to me after my calls and their promises. I called up to Zara customer service more two times and sent them 2 emails regarding this matters. Zara customer service sent me an email ask me more time for thier investigation. After three weeks from a day i called to ask the adress change, Zara customer service called me and sent me an email last Saturday, 31 Oct , they said that they had extremely investigation and be sure my purchase was successfully delivered to adress i provided. They also let me know my purchase won't be refund, if i still have any further questions, contact with On Trac company.
    Wow, it really hurts me. I trusted their brand and their reputation, i went shoppoing with them. Right now, there is a problem with me- their customer, they passed me work with their partner alone (shipping company ) that i didn't know who On trac is at all and how to contact them, who is in charged of my case. Is this a right way zara treats their
    customers? In reality, i have not received yet my purchase from Zara until now. It is unfair for me. I paid Zara for my purchase. This is not my mistake. This morning i called up Zara customer service to ask them review and trully work on my case again with higher level. Moreover, i am living in a luxury gate community in irvine, ca. My purchase can not be stollen infront of my house. I need some evidences from zara 's investigation to double check with our gateguards to understand where my purchase is, where my money is. Where does a mistake come from? And what is a truth. The lady as Zara customer service staff answered me that there is no 100% warranty for case that changed the address delivery. I asked her why nobody told me that once i made the frist phone calls to Zara customer service and On trac company? Why does Zara have a customer service appartment? What Zara customer service appartment does? The purpose i am writing my feedback here to Zara is to help management of zara has a view back thier team, thier way in order to improve their service customers. It is an important part of your reputation. More over , as for me i need to know what is going on with my purchase, where is my money? Where is the truth? I do hope that Zara will work on it for me trully, give me the realiable answer quickly. Finally, Zara gives me a reasonable reason to continue be a Zara loyalty customer.
    Sincerely,
    Phuong

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  26. I am a coordinator for Zara in Los Angeles & the manager is really unaware of how unprofessional she is . This is her first time managing a store and her skills are very poor. She's involved in a lot of drama which is very unprofessional. Her name is Myrna. She only cares about the store when shes there if someone calls out she doesn't care even though its a Friday or Saturday when there's only two people on the floor. She has favoritism which is unprofessional. I would love it if cooperate send someone to the store to supervise her work. She has something against me and I think its personal I'm farely new & I don't think its proffesional at all.

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  27. How can I file a formal complaint. I placed an order for $70.00 worth of merchandise, a top and a dress, I ordered online because the stores were out of stock. Was advised my order was delivered, I never received the merchandise, my package was left outside on the street and it was stolen. I love across the street from a busy supermarket, Fedex just left the package outside on the street and Zara is saying I was responsible for it and will not issue a refund or provide me with my order. I was out of town for 2 days and when I returned I had several packages left by the post office inside the building waiting for me like usual but the Fedex package that was so called delivered is no where to be found because it was left on the street. How am I responsible for that? How is it ok to take money but not guarantee the customer receives what they purchased. I've made a formal complaint with the bbb but I would like to make another formal complaint with the company. I will not rest a my pen or emails until my complaint is answered!!!!!

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  28. I'm completely disappointed with zara customer
    Service online , where can I complain please
    Somebody help me
    Paula

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  29. Zara has great selection of clothes for all but the only way they realize their wrongdoing is by stop shopping at their brand. Their revenue this year made the owner one of the richest.

    Zara customer service is the worst and their return policy if you get something as a gift online forget about returning or getting store credit. What store doesn't do this in this day in age?? Stupid and ridiculous is all I can say.

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  30. That these posts exist on the Zara website speaks volumes to how they view their customers. In short, they don't care. It is interesting that Abercrombie had this we don't stink attitude among their floor employees and their hiring practices are legendary. They had their come to Jesus moment when their stock price fell and sales tanked. Remember Benetton? They didn't have poor service but remember how they led the pack. Abercrombie is closing stores left and right and Benetton left the U.S. Remember Fiorucci? Zara's day is coming....here today and gone tomorrow. What Black clerks they do have often have worse attitudes wearing those cheaply made clothes than the suburban hires that have come through bridge and tunnel to get to the glorious downtown. None of these chicks are Carrie Bradshaw. LOL LOL

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  31. I want to complaint regarding my return orders. I returned my Zara purchases last year, and after 3 months with calls and emails, my order hasn't been processed. This is really disturbing, and I feel extremely uncomfortable with Zara's services. Up to now, I still haven't received any explanation for my returns' delay, so I have to report this case to Zara Headquarter.My order numbers are 167372044 and 169018380. Please reply me as soon as possible.

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  32. Don't buy from Zara. Pricey clothes, cheap quality. My $40 top ripped after being worn only five times.

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  33. I am not at all surprised to read the above comments. I shopped at the Roosevelt Field store for the first time last week and had reason to make a return. I went on a Monday, expecting less of a crowd than on the weekend. I stood on a line of at least 8 people in front of me. The people on the registers were moving at the speed of "slow". Nobody was going to make them move at a quicker pace than they felt like moving. I saw the Manager and asked if she could put a third person on the empty register. Her answer was "no." At this point everyone on line was complaining and there were now at least 7 people behind me. People on the line were saying that the store was "always' like this. I wondered why people would shop there at all, if this is the case. Although I liked the clothing that I saw, I will never shop there again as the store is run by a manager who is quite incompetent. Now that I have read all of the above complaints, I see that it is a pervasive problem.

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  34. I purchased a knit top at Zara. I really liked it. Brought it home, hung it up. A few weeks later I decided to wear it. When I took it off the hanger I noticed the sensor was on! I threw it in a zara bag that was in my closet. The receipt was in the bottom of the bag. Ibrought it to Zara. Unfortunately, the receipt that was in the bag was for a different item I had purchased more recently. They told me it wasn't their policy to remove sensors without a receipt and that I should go home and find the receipt. I went home and searched for the receipt. I couldn't find it. Granted, I should have saved it but do people have every receipt for everything they purchase? It had been weeks, it probably ended up in the recycling bin. Anyway, back I went to Zara where I was told that they would not remove the sensor. Well, there you have it. Not, "We understand that you didn't think you'd needed to save your receipt. Here at Zara we leave sensors on and even though it's our fault, you will need to take time out of your day to search for said receipt, and drive back to the store...repeatedly." I mean it's one of two things. EITHER they think I bought it, they left the sensor on and I lost the receipt (True version.) Or...they think I stole the shirt and now I'm trying to return it (for the SAME shirt without a sensor.) If they believe my (true) version, they should take the sensor off. If they believe I stole it, they should call security and have me arrested. Just don't make me keep coming back. For pete's sake the shirt was like a twenty dollar shirt! I probably spent that in gas money already!!!! Tomorrow I will spend more of my time calling the corporate headquarters.

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  35. THE WORSE CUSTOMER SERVICE. THEY USED NEW SHIPPING COMPANY THAT HAS THE WORSE REVIEWS I EVER SAW, PROBABLY CHEAP ONE TO SAVE MONEY. THAT SHIPPING LASER SHIP COMPANY DELIVERED MY ITEM TO THE WRONG ADDRESS. SHIPPING COMPANY CONFIRMED WITH ZARA THAT THEY LOST PACKEGE AND ZARA NEEDS TO RESEND ITEM, BUT ZARA IS REFUSING. MULTIPLE TIMES TRIED TO CONTACT SUPERVISOR BUT SEEMS LIKE SUPERVISOR IS AVOIDING HIS DUTIES AND RESPONSIBILITIES

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  36. I would like to submit my resume in hopes of working here. Can I please have a contact person I can contact? I am very flexible with moving anywhere in the world and I would like to work in the financial department. THank you!

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