Not the best Zara when it comes to customer service. Yet again a huge queue to pay. Staff bolt round ignoring you. One person on the till. The changing rooms were not cleared for new customers. The place needs a major overhaul and stronger management. Left the store with nothing. They lost several hundred pounds worth of sales.
I went to the store. There were range of varieties. Very spacious. Milena one of the workers there was really helpful in finding Different sizes and very kind. Overall good experience.
AWFUL DISGUSTING CUSTOMER SERVICE. Ordered a lot of clothes in Black Friday sales. Zara used a courier service that no one has heard of. Delivery delayed and delayed. Eventually being sent back to sender with no attempt at delivery. Courier advised parcel damaged so to ask for replacement. Tried every avenue available to speak to a HUMAN at Zara. Just seem to keep getting bots. All items were still in stock (now with no discount) yet I kept being told I could not get replacement because they are out of stock. I have proof of everything being in stock! They kept asking how to be of assistance and then refunded me the money when I NEVER requested this. As a customer I feel really let down by a big corporation. A big brand that I have loved for years who have now just let me down due to lies and incompetence. ZARA learn from this, use actual trained people to make your customers happy in customer service!
Clean and tidy shop. Always love Zara it's perfumes and clothing which really fit to me. I spend some time for my shopping but when it's time to pay, one till and long queue. Have no option but put my stuff back and move out.
To say that I am disgusted with this useless bunch of imbeciles is putting it lightly! I visited the Lakeside store only to find it in a state that would be embarrassing for the back room of a charity shop! Clothes were strewn everywhere, crumpled up on the floor, slung over rails in no order… So I took some photos to bring it to the attention of those who claim to offer ‘excellent customer service’, only to be confronted by an aggressive little man who apparently goes by the name of ‘Nick’ and claimed to be the store manager, abruptly telling me to stop taking photos of the utter tip he’d allowed the store to become. He then changed his whole attitude towards me, telling me he ‘wasn’t expecting me that day’. When I told him I wasn’t a mystery shopper from head office, he reverted back to his original nasty manner which is when I promptly left empty handed. Cue the most farcical, lengthy correspondence with bots on the most useless, pathetic excuse for a customer complaints service. Having still not got anywhere with the automated bit responses, (who kept asking for my ‘order number’ despite me clearly outlining the above complaint), I then decided to write a letter to head office and sent it recorded delivery. After two weeks, I finally got a call from an insolent sounding woman who tried her utmost to get me off the line after a half hearted apology. I was told they wouldn’t be notifying me of the outcome of raising this with the store manager, leaving me doubtful that they’d even bother contacting him at all. So when I questioned her on returning to a store in which, not only was a tip, but I was spoken to so rudely and aggressively, her actual response was ‘just don’t go back to that store if it makes you uncomfortable’. I was so shocked at her carefree attitude that I told her I’d like proof of their ‘excellent customer service’ and their desire not to lose me as a loyal customer in the form of a goodwill gesture. (£20 would’ve swung it, hardly cutting into their multimillion fortune, but it would’ve been enough to get me to return in terms of gesture). This was pointedly refused. I then stupidly went back to the boys to express how outraged I was, only to be bombarded with several messages saying ‘we will not offer a goodwill gesture’. If you go in Zara, rip a few sleeves off some shirts for me, will you. Just to the amount of £20 should readdress the balance.
I recommend a boycott of Zara. My wife purchased a £59.99 coat, the 5th time she put it on she noticed all the stitches in the lining had come apart. She contacted Zara by phone, no replay. Made chat contact, their reply we will send you a refund in 48hrs they didn't even though she made contact 4 times, she has a coat she cannot wear we won't shop at Zara again.
I found a dress in the sale for £7.99. Went to the checkout to buy it and was told the item had been blocked and I was not allowed to purchase the item. This does not comply with UK trading standards. If an item has a label and a price on it and is on the shop floor the customer should be allowed to purchase the item.
Returned a jacket bought online. The queue was long when I joined and only about 6 people in front of us but we ended up waiting for 45 minutes! You can see plenty of staff folding the clothes around the tills area including the duty manager but there’s only one person handling a single till. A mom with her young daughter in front us asked the manager if they can at least open another till. She was told it’s not possible as others are not trained and 3 others that were trained were needed in the men’s section. But they send everyone to the women’s section with just a single till opened. It’s a very poor arrangement and will definitely think twice to shop Zara again.
Terrible customer services from the Brighton store. Brought a pair of smart trousers for £29.99 on the 23/11 (yesterday!) went back this morning (24/11) to exchange to a bigger size and this was apparently not possible. I paid with cash and when the lady said the receipt was in the bag, once I got home it was not. Who would have thought you can’t exchange to a higher size without proof of purchase?! Surely if I was asking for my money back then that’s understandable but I’m Not. Staff in there were rude and condescending to my partner who had gone 10 miles out of her way to change these for me this morning to only be met with rude sarcastic people in the store. Awaiting customer services to provide me with my original receipt and instead of an exchange I’ll be refunded that money and will shop elsewhere going forward. To say I’m Surprised that Zara has terrible reviews on all platforms would be a lie. I’m not surprised people talk about service and how not to receive it in this store. Terrible.
I'm not a fan of fast fashion but after losing my luggage during my visit in Brighton I went to Zara looking for a warm jacket. Store was messy (it was around 2 pm) so I couldn't find anything. I approached Christian, one of the staff members. He smiled at the very first time he saw me and he didn't stop doing it. I asked for some advices and he showed me some trendy options. It was a bit expensive and I decided to went somewhere else but then Christian found a really nice one. It was on the stock room, so he ordered it and made us wait next to the lift, really close to the changing rooms. Since I was waiting, any of the other staff members looked at me. I asked one blonde girl, and without letting me finish she replied she was very busy and I needed to wait a bit more. After 5 minutes Christian saw me waiting, and he approached us smiling as before and asked if we had received the jacket. I told him that I was waiting for almost half hour and then he went by himself and brought it. It was odd because meanwhile some assistants were "really busy" just moving around and couldn't help me, Christian did it twice in less than 10 minutes, even when he was carrying heavy stuff. Honestly, I'd put 2-3 stars based in the overall experience, but I think Christian deserves to be recognized because his costumer service is amazing.
ZARA is located at Churchill Square 2, Brighton and Hove, Brighton BN1 2TD, UK
You can contact ZARA at +44 800 368 4990
You can find directions to ZARA by following this map link