Zara

Absolutely terrible customer service in store every single time. Will be online shopping from now on.

The only place where they will sell you a damaged product and will not accept a return or an exchange. And cherry top that with horrible attitude managers who should be limited to a job similar to a toll booth coin collectors (that don't require a single human communication skill).

BEWARE Zara Shoppers: thorouly check your purchase before leaving the store. Otherwise, they will blame you for the damage Zara should be responsible for.

This store is a disorganized mess. I’ve walked into the store twice in the past month and each time the clothes are piled in heaps on the tables, shoes tossed everywhere, clothes on the floor off their hangers. It’s too chaotic to even attempt shopping here.

Staff aren't the most helpful, they don't know where anything is. Place feels cluttered like a forever21. If you go looking, you'll find some great stuff.

The rudest customer service. Their manager is even worse. Cashier has attitude. He easily raises his voice on customer. The store is always a mess too. Freinds had told me about it before but today I experienced myself too. Do not recommend this Zara location at all. BTW the staff and managers wouldn't give their names and she said it's "confidential".

Just a personal experience sharing here. I was in a fitting room trying a top and asked for another one same size since it was stained. The lady called Parisa was basically telling me that it’s on the floor go get it! Not common customer service here in Canada. I understand it’s common in other places but should not happen here hopefully.

Cloths looked cheap and were all wrinkled up.looked horrible. And not a sales person in sight. Go somewhere else

Worst costumer service manager ever. On sunday march 26th 2023 Manager, who refused to give her name has the worst costumer care and no respect for costumers.does not know how to deal with costumer situations and clearly not qualified for the position.used bad language, as she clearly saw the situation she said ' I don't care'. When i asked for security she also refused to call.

I was there during the holiday sale and saw boots with a mark-off. When I got to the cashier, they had to call their manager to verify. The manager snarked at the price tag and said no way, it's wrong. They were rude and did not acknowledge the mistake or look at me then walked away fast. The customer service was disappointing although it was very busy, I wish it was better handled.

What’s going on Zara? Came to your store today and your change rooms were closed because “there’s too many items for the associates to put back”… yet three were standing at the cash with no customers cashing out. I asked her what I’m expected to do? Buy them, take them home to try on, and come back to return them if I don’t like them? And she rudely says Yeah and rolls her eyes. Maybe there wouldn’t be so much to put back if you let people try the clothes on and purchase them. Me, along with two other people dropped our items we were looking to try on and left… adding to the items you need to put back. No other store would allow this.

If I could give zero stars I would. Too bad their high prices, do not convert to high standards of employees. There is one so-called manager, who claims he does not have to share his name, in the event someone wants to make a corporate complaint. He's either spyrg Indian or Sri Lankan, over 6 feet, skinny, unkept hair, wearing a thin gold and black chain. He clearly is unprofessional on a regular basis, as he already has a spiel prepared to not be reported. The other manager, Massey, was at least professional, until they walked away high fiving each other for their pathetic camaraderie. Thos is the level of pathetic loser that will never amount to anything beyond what they're doing now.

Zara is one of my favourite brand. However, the service at this location at Upper Canada is very disappointing. Very rude service on man's side.

I normally don't write reviews, but my experience at this location was so bad. I wanted to share the feedback and hopedully the leadership team pays attention to reviews and client perspective. I am a retail manager myself and I am appalled by this store.never was greeted once.the fittinf room associate was complaining to his colleague about work the entire time I was trying on clothes.then my cashwrap experience was worse.not only us there no sense of urgency from the casheirs, which makes it the longest line up I have ever experienced (longer than dollarama.which says a lot). But your associates were speaking their own language to each other.at cash.infront of customers. Lastly, my item was mispriced on the tag and was different at cash and they didn't honor the difference.even though they saw I just grabbed it off the rack.just all around poorly managed.

Just some constructive feedback, which I will remove after acknowledgment. 14 people in line for cashing or return, 4 available cashier only 2 are open. Plenty of floaters around but none managed to come levitate the traffic. Not the best choice of timing to do staff training during peak hours as well for the manager on-site. This lasted for at least half an hour which I’m sure many purchases were turned away seeing the line up.

Only complaint is that there is never anyone on the floor available to help with customer inquiries.

Went to Zara with my wife in Upper Canada Mall Newmarket from Barrie. She wanted to buy some merchandise but was told that all the fitting rooms were filled with stock. Therefore any customer, including my wife, who did not want to be standing in only their underwear to try anything on was S. O. L. Sales person incredulously did actually suggest that my wife try on the garments on the floor. There is no customer service at this store only customer DISSERVICE.

Terrible customer service. Many employees in the store but only one on cash even though there was a very long line of people waiting to pay.

You go all the way to the store to try on clothes, and this store has the fitting room closed to customers, full of stuff and all messy. I went to the cashier to ask where I could try on the clothes and got a rude answer that the fitting room was not available. Employees on this store are rude and couldn’t care less. Huge line up to pay and to return items. And they charge $0.15 for a paper bag. Come on! Cant they just add $0.05 to each product price and give the bag for free? Totally disappointed. And their website is not very user friendly, so not a great option for buying, hard to return stuff. Zara, if you want to make harder for people to buy from you and loose sales, you achieved your goal.

It’s too bad I wasn’t able to give a NEGATIVE 5 rating.

I purchased a few items for my wife at this location and when we got home we realized one of the items still had the security tag on it. So the next week we brought it back, with the receipt, and ask that it be removed.

The saleswoman wasn’t able to do it, so she had to call a manager. Manager came out and asked where on our receipt the item was. Turns out, these people who weren’t doing their job the week prior FORGOT to charge us for it. They couldn’t remove the tag without the item being purchased. Ok fine, we purchased it. Didn’t look at the bill at first because I trusted them to do their job. Big mistake!

The manager, don’t know his name, but was the most condescending, rude customer service rep I’ve ever encountered. Then it dawned on me that this guy likely thought that we picked the item up upon walking in and “claimed” that the tag wasn’t removed, and that’s why it wasn’t on our bill. Go check your cameras and you’ll see we DID walk in with it.

Absolutely disgusting behaviour from the employees. Should all be shamed of yourselves.

Zara is one of my favorite stores. Been a customer for over 2 decades. They always offer a great sense of fashion and great deals. Too bad this location at Upper Canada Mall had a long line up at cashier the day I shopped. I didn’t see any staff on the floor. Management should have checked and addressed the issue of short of staff to keep the great reputation of Zara.

That was nice. They had some cool stuff but it was crowded and kaotic but still the service was pretty good. I will go again

Lost a giftcard I purchased at this location for $100 so I asked if any gesture of goodwill could be provided noting that I spend $1000-$2000 at this location annually with my last visit costing over $500 a month ago. Was read the giftcard policy. Called the head office who also read the same policy. Looks like customer service has become robotic with no value for brand loyalty.looks like I will take my business elsewhere to a brand where I get less robotic responses and where brand loyalty actually means something. Hope people think twice before shopping here as clearly loyal clients dont matter so why would anyone else?

Found what we need despite not having a lot of selection for suits for kids.

Staff was hit and miss. One didn't seem to even want to help us and the other went out of her way to do anything possible to help us

It's awful! To spend so much time in line. When I asked what happened? The employee said that their cash register didn't work. I asked why it should be the customers' problem and why we had to stand here for so long? She was rude to me and left. The store management should be more respectful of their customers.

Worst customer service at this location, been there many many times.
I think part of their training is to be rude and arrogant toward customers.not helpful at all

Very bad service, always not enough personal/ cashiers. Very rood and arrogant. Manager is not helpful at all. After going to this location and interactacting with zara staff guaranteed spoiled mood. Please take a look at this location to improve situation. So many bad reviews and seems no one cares

Worst return policy. Worst customer experience. Managers look like they bully staff and customers. Avoid this store like the plague

The worst place in the world to return an item. They just give you a store credit, , instead of your money!

I came in to shop at zara, i was looking around for about 20-25 min, asking the worker questions regarding size and availability only to find out that the computers were down and i couldnt purchase anything. Very annoying as i wasted time for nothing

I have been a longtime Zara customer and have shopped at different locations all across Canada and this location is by far the WORST store i’ve ever walked into. Super poor management with extremely bad attitude. I told myself after my last experience that I would never return to the location but decided to give it another try today. Upper Canada Mall closes at 6: 00PM on Sundays. I tried entering the store today at exactly 5: 32 and was denied entry. When i asked what time they close at, this girl looked me dead in the eyes and said “my staff goes home at 6: 00”. If you’re going to deny entry before closing hours, you should at least have signage, change your online hours to 5: 30 if it’s too much of a hassle for you assist people, OR JUST SIMPLY DONT WORK IN RETAIL PERIOD.
I will also be putting in a complaint to head office as this is not my first bad experience at this location.

I used to love shopping here but lately there have been no good deals. Also, they no longer have their fragrances in-store, which were great for wearing to work. So I had to order online and when they arrived, the perfume boxes were already opened; the packaging definitely needs to improve.

Large store, nice layout, I enjoy wandering the outer part of the store first. They are following Covid rules, dressing rooms are currently closed. Nice to see the new products, oversized blazers, quilted jackets and quilted vests. Tons of jeans, boucle pants and boucle jackets in solids and patterns. The boucle and jeans is a classic look, casual chic. Nice spring nautical prints in blouses and dresses. Knit vests, jersey pants with striping and shorts. Many cropped/short tops and sweaters. Lots of variety of spring/summer shoes and bags.

Very long line to come into the store. Even though 10 people came out they still didn't allow to come in the store.

Super rude manager, there is one cashier and 10 to 15 customers waiting in line. When I asked from the manager she replied with attitude that we don’t have sufficient stuff. I was waiting for half in hour and you expect from a manager that they will do something about it for the next time or will look after. But this manager seems she doesn’t have patience to listen and apologize. Won’t come back to this store

Worst customer service, especially from the manger. I'm not sure why this individual works in customer service. Zara overall as a company has terrible customer service. I purchased a pair of pants for my son (during COVID), which turned out being too small. I went back to the mall on 2 separate occasions to return them, only to find about a 20 person line up outside of the store. I didn't have the time to wait, so I left. Finally on my 3rd try I get in, and they refuse to do a store credit/exchange, nothing, because it has been over the 30 day return/exchange policy. I have the original receipt and tags on pants. In addition to not being able to help in any way the manager was extremely rude.

Worst customer service ever! Not only the staff doesn't give a care but the manager doesn't either. It's like they were purposely trained to be miserable and rude. For christ sake 2020 has been a bad year for all of us but we dont need unnecessary rude, careless behavior from staff. We need to be more human.

I went today at Zara in the Upper Canada Mall. I was happy to feel safe, everyone keeping social distance, wearing masks and clothing displays well spread. The store was neat and very organized.

Zara is my absolute favorite store but you’re better off doing business online. The staff is so rude and can’t even be bothered to acknowledge a customer when they walk into the store.not to mention they like to make it near impossible to return an item. Won’t even get into that because somebody already wrote a review with the exact same experience.

They don’t answer their phone. I called so many times (and they were open) and no answer. Finally got somebody to pick up after 10 attempts and he transferred me to women’s department and put me on hold for 10 minutes and then the line dropped.super annoying.

I am a regular Zara Shopper but today's experience was not that great. I tried a pair of pants and when I put my hands in the pocket I pulled out a used mask. When i brought it up to the manager working there, her response was we can't control the clothes that get returned. That is very disappointing. Pandemic or not if you placing anything back on your sale rack at least check it and make sure it is saleable condition.

I get mistakes happens but the response was very disappointing.

A very rude tall looking lady honestly looked like she couldn't care less to be at work today. I was trying to find something for prom, And she just walked away from me.

Cashing out the cashier was nice, but that rude lady came over with a attitude. She was the manager. Oh la la!

Get off your high horse and leave your staff alone. He was doing amazing. Ill most certainly not be back to Zara, if this is the manager you selected to represent your brand. Im not interested. Ew!

I had very bad experiences yesterday for returning a shirt that wasn't fit for my son, and absolutely unused.

This is the first time I've been to this is store I was impressed recommended Fallout 4 all age people about something today there

Was having trouble finding sizes and the write clothes for the venue I was going to but a gentleman named Claudio was kind enough to help me with sizes and clothing very nice man and amazing customer service

The worst customer service ever!

I called regarding an item I was literally dreaming to purchase.
I have been shopping at Zara for years, in Europe and Canada.

I never got this kind of treatment, where an employee is yelling at me on the phone while I am trying to find out if my dream item is in stock.

I will never come back, and will never have business with Zara.

You just lost a loyal customer over a poorly trained employee with zero knowledge how to serve a customer.

Goodbye, Zara!

The most miserable and rude staff I have ever seen! The entire staff needs to be trained on customer service ASAP.
Why would anyone want to shop here when as a customer you’re waiting in line and have to be the one to greet the cashier instead of the other way around while they just stare blankly at you.
No excitement, no enjoyment and no pleasure shopping at this location.
It’s no wonder online shopping is taking over!

I went to this store today looking for a dress for a Christmas party. I found a dress I LOVED, but the only size they had was xs, except the medium they had on the mannequin. They refused to let me try on the dress on the mannequin, they said they didn’t have any in the back and the best they could do was order it for me. Needless to say, I left and spent my money somewhere else. The next store I went to was APPALLED that they wouldn’t take the dress off the mannequin for me, I will not be coming back to ZARA.

This store is badly managed. I had a situation with Priscilla and she doesn't understand the first thing of being in retail nonetheless being a Manager. She didn't listen to me, she didn't check the receipt and her salessalesp and extremely rude!
I called customer service and talked to Shannon who said they take these kind of behaviors seriously. But from what I see here in comments, I don't think so.
Don't know what to say. I'm very disappointed.

Great shopping experience here. The staff were friendly and helpful. Lots of merchandise to choose from.

I've been shopping in Zara you for 5 years.
But I had never seen a manager rude.
I had made over $ 500, but I was accused of fraud because of the $ 5 price tag on the pants.
Three other customers left the store at that time.
I will never go back to this branch

Waiting for 20 minutes in women department and no one can help with checking one item, but can see person who work there in the men department talking and doing nothing.

One of the most organized Zara I have been to, especially during the sale times when things get crazy. The majority of the employees here are friendly and helpful

This store is horribly managed. GM was horrible over the phone and an awful representation of the already awful and unethical brand. As someone who’s worked in retail management and witnessed my sister who is also in retail management be spoken to the way this “BK” character did on the phone, I’m absolutely disgusted. Get a manager who knows what they’re doing because this store won’t even correct THEIR MISTAKES for their customers.

Today's shopping at Zara was one of the worst! Lousy customer service! I had tried on a skirt that was priced at 19.99 but then needed the bigger size which was priced at 25.99 I asked the cashier if she would honour the lower price since it was the same item. She would not and gave me such attitude asking rudely " do you want it or not" Then the blouse I was purchasing had a hole and so I asked I I could get a discount because the item is damaged. The cashier said" its already on sale! " I replied.it's on sale because its end of season not because its damaged. She then says " look I didnt make the sweater! " So rude! I will no longer shop at this location.

Stores is really large with three separate rooms or three separate stores actually.one for women's one for men's one for kids.find their prices little bit on the higher side.

My boyfriend bought me a dress and cologne which were not suitable. I wanted to exchange them but the manager at newmarket location (Priscilla) refused. I had the receipt and it was 50 days since purchase, but we were extremely busy and unfortunately could not get to store earlier. She had the authority to be flexible but did not budge. She kept repeating the 30 day return policy which is in extremely fine print on back of receipt. All i was hoping for was an exchange or just a credit note. I most likely would have spent even more than what the credit would have been for. I asked to speak with her senior and she said there was no one higher than her. Hmmmm? Odd.
On top of that, my boyfriends pants that he purchased same day pulled apart at the zipper after one wash. I can tell you now i will never step foot into that store again, most thanks to the stubborn uncompassionate manager Priscilla. All she should have said was we will do it this one time, and she would have kept me as a loyal customer and i would have bought even more than what the credit was for.

Kids clothes are really good.lots of varieties and soemtimes you get good deals here.women section also good.but no more always shortage of sizes.

Do not shop from this store! They absolutely have NO costumer service. I had a shirt to exchange for another size. The item wasn’t used and I had its original tag (not attached to the clothes) and the receipt. The sales people and the manager look for every excuse not to accept the return and they said “I can’t accept it since I cannot resale the item without the tag attached”. It is very disappointing to pay $30 for a shirt and would not be able to exchange it with its original tag and the receipt just because the tag isn’t attached. Very disappointing. Zero costumer service. I would never come back to this store again.

Manager was very rude on Saturday March 23 2019!
Unbelievably rude!
Don’t get even close to this store!

From A-Z it is evident that the staff have no clue, well really about anything that would be helpful to a customer. I won't bore anyone with the crazy run around I had with Zara but if you are expecting customer service of any kind this is not the place for you. The quality of the clothing is not a not amazing either but that is to be expected.

Received some clothing as a gift for Christmas. Unfortunately they are in the wrong size and it was bought at the beginning of December. Zara Canada will not return, exchange or give a store credit on any merchandise after 30 days, no exceptions even for Christmas
I have the receipt, all the tags are exactly as they should be nor has the clothing been washed or worn.
The items are still in season and are currently selling in the store.

There is absolutely no reason for the store to have such a strict and ridiculous policy.

I called customer service, unfortunately called the US 1 800 number (which may I mention doesn’t specify that it’s the US service), spoke to the agent who informed me that a store credit can definitely be given after 30 days.
The store refused to give a store credit and said they would need a case number to proceed. (Of course I was not given a case number).
I called the customer service again and neither I nor they could figure out why the store wouldn’t give me a store credit. The customer service agent asked for the store location so they could put in a call to the manager, this is when they realized I wasn’t in the US and gave me the Canadian number. I would assume the policy would be similar but it is not! I also assumed the agents would be just as nice and helpful but they’re not.
Needless to say I’m stuck with clothes that are too big and couldn’t possibly wear.

Bought a Christmas gift for my wife in late October. Christmas day I found out I got the wrong size. My wife went to ZARA Upper Canada Mall to change it for a different size (which they had in stock) and was told by the Manager that company policy wouldn't allow that. Exactly the same item with tags and receipt, but wouldn't allow my wife to change it. WHAT KIND OF COMPANY IS THIS? Manager gave my wife the number to head office. Called and spoke to customer service. WHAT CUSTOMER SERVICE? Was told that every situation is dealt with case by case then reviewed and that somebody will get back to me. HOW ON EARTH CAN A COMPANY LIKE THIS STAY IN BUSINESS!?
MY ADVICE TO ANYONE READING THIS.
SHOP SOMEWHERE ELSE!

I absolutely hate this store and the customer service. The store always looks trashed and it’s impossible to find anything there. I tried to order online and the same story, I paid money and the package hasn’t arrived and when I try to contact them they tell me that they are having problems with the shipping company and I should wait for a resolution. I’ve been calling for over 2 weeks and there is no resolution reached yet, God only know how much longer it will take. Meanwhile the package still doesn’t arrive. Absolute terrible customer service I will never be coming back and wasting my money.

Purchased two coats a few days before Christmas.they are now on sale. I was told that they will NOT honour the price reduction. My option was to order them online (one was out of stock) and return the others, or return them to the store and get a refund.but I can only purchase them back 24 hours later when they put them out on the floor (take a chance that someone else doesn't buy it before you get there at the exact moment they put it back on the floor for sale). What a terrible way to run a store. NEVER had this problem at any other store.