ZARA Clothing Store in Norwich

Reviews

1. Gemma Lewis ★☆☆☆☆

   Violation of Consumer Rights / Poor smug customer service I visited Zara on the 27th December 2025 during the sales to purchase part of my niece’s birthday present — specifically the Zara perfume “Cherry Glow”, which she had asked for. I was short on time due to a brunch booking, so I picked up what appeared to be the last boxed item of it on the downstairs shelf and paid at the till. Within an hour, when I inspected the packaging more closely, I noticed that the perfume box had already been opened and resealed, and the packaging appeared dirty and handled. This was clearly not suitable to be given as a gift, particularly to a child. I returned to the store within the hour to request either a refund or an exchange for the same product. I was first assisted by a sales associate with long dark straight hair and noticeable lip filler, who was dismissive and unwilling to help. I was then referred to another associate, a blonde English woman with shoulder-length hair, who appeared to be more senior. Unfortunately, both staff members were smug and refused to resolve the issue. They repeatedly stated that they could not refund or replace the item because “they can’t sell it like this” — which was extremely frustrating, given that the product had just been sold to me in that exact condition! All i wanted was a replacement for one which was unopened or a refund. I pointed out this contradiction and explained that customers should not be expected to pay for opened or tampered cosmetic products placed on store shelves, but this was ignored. Selling an opened or resealed perfume raises obvious hygiene and quality concerns, and refusing a refund or exchange in these circumstances is a violation of basic consumer rights. The overall attitude of the staff was unhelpful, dismissive and actually quite smug (mind you these were grown adult women approx in their 30s). As a result of this experience, I will not be shopping at Zara again and would strongly advise other customers to check cosmetic items really carefully before purchasing!! Since they're fine with displaying handled items and expecting customer’s to foot the cost. Seems almost intentionally negligent.

   almost 6 months ago
2. Michael claridge ★☆☆☆☆

   Went into zara Norwich on Sunday the 7th December 2025. Purchased items totalling over £180. The tills and the card machine "crashed", subsequently was instructed to "try again" with my card, I questioned the assistant if I had been charged twice, she was adamant that I hadn't but I still questioned it. extremely unhelpful and showing a severe lack of interest and common sense.. I left the store to check my banking app and as thought I had been charged twice (over £360 had left my account), I returned to query and ask for a refund but at least 1 manager and various other members of staff totally disregard my request and more or less decided they had dealt with it.. in there opinion... 24 hours later I've managed to reclaim my money through the bank... Although the initial staff were extremely helpful in terms of helping me to find the products I was after, everything else regarding my visit was a complete disappointment and shambles. Advice to Zara Norwich... Listen to your customers, act accordingly when given the information regarding over charging and deal with it accordingly... I do hope I never have the misfortune to visit this dreadful clothing store again.. if I could give zero stars I would.

   almost 7 months ago
3. Annie ★☆☆☆☆

   Terrible service from an arrogant woman behind the till. She barely said anything to me and kept smirking/laughing when I asked her what was happening. It was honestly the worst service I’ve ever experienced.

   almost 7 months ago

1. Jannet Lawrence ★☆☆☆☆

   Went into the store with my daughter to return trousers, we had just come in from the pouring rain. We were told I just have to ch3ck they can be returned as they are a bit wet ( what after walking in the rain for 20 minutes, don't know how that happened. ) Manager came over "Oh no we can't take them back they might stain when they are dry" RUDE!!! No compromise, no empathy, no manners!

   almost 10 months ago
2. Natalie “Nat C” Coulson ★☆☆☆☆

   Refusing to sell items discounted on the label, quite rude from the staff member and manager, telling me it would be illegal to sell me the item at the price it was discounted to, really! How about instead of being uncompromising, do your job properly and remove items from the shop floor that are no longer on sale!

   1 year ago
3. John Brittaine ★★★☆☆

   Reasonable selection of clothes and although there were staff around there was only one person on the tills so had to wait 10 minutes and those who were working in the men’s section didn’t seem to be exactly enjoying their job

   almost 3 years ago

1. Amy Gurner ★☆☆☆☆

   This store really needs more staff or tills there are endless ques, I absolutely dread going in here to purchase or return items. I’ve been waiting up to an hour before.

   almost 3 years ago
2. Takacs Zsanett ★☆☆☆☆

   I bought the trousers 2 days ago, which they say hasn't been in the store for half a year. I asked them to look back at the CCTV. they won't do it, just don't give me my money back.

   almost 3 years ago
3. Patricia Coyle ★★★★☆

   Got a lovely outfit for a special occasion and picked up a bargain from the sales rack for my daughter!

   almost 3 years ago

1. Fikile “Fifi.” Masuku ★★★★☆

   I love shopping here but I think the store needs to hire more shopping assistants. I struggled to get a pair of shoes I wanted and there was no one around to ask

   almost 3 years ago

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