Zara is one my favorite retail stores due to it's fast fashion. The contemporary brand is incredible with fast fashion at affordable prices. I am also a former employee at the Zara located inside the Century City Mall. Knowing much about the company, the corporate structure, and its standard to serve customers, I was extremely disappointed by the customer service at this location. There were a pair of sandals I saw online that I physically wanted to see in person prior to placing an order online. I could not find the style on the floor so I asked an employee who happened to be the manager on the floor if this style was in the stockroom. I gave her the reference number of the style, size, and color I was looking for. She typed style information into the system and said there were 2 in the stockroom (according to the system) but was unsure if there were actually any left. I asked her if she could please check the stockroom and she looked at me and asked "You are aware these are $110?" I was unsure of what she was implying but I felt very offended. My money is just as green as any other customer in this store & I wouldn't inquire about shoes I cannot afford. read more

I seriously never write reviews ever. However the company Zara was unable to return my stuff because it was over the 30 day. Not even a different season. I had to go away on an emergency for six weeks and forgot my package arrived and was not back within the 30 days and they would not let me exchange it. I shop there all the time, I spend a lot of money there. Now I would understand if it was six months out for months out. But it's still in the same season. Just letting you guys know How unreasonable they are. Sadly I will no longer shop there. There are plenty of boutiques that have nicer stuff anyway. read more

I don't normally review anything besides food, but after doing a quick walk-through of the (apparently new) Zara in Cerritos mall, I had to! This is one of the larger, more spacious locations I've been to - and maybe because it's new (not sure when it opened though - sometime in Fall 2014?), everything is suuuuper organized and well laid out. All the mannequins look amazing, and everything in the store actually looked appealing and fit for 20-30 year olds. (Am I the only one who sometimes goes into Zara stores and thinks some of the clothes looks like it's for older women?) They also have a completely separate men's section and kid's section. I'm pretty sure it used to be 2 stores that they knocked down the wall in between, to create their 2 sections. I'm only taking away a star because I don't think they have ALL the products that they have on the website, but it's not too big of a deal. I think it's more the accessories and shoes that they don't have the full range. This has definitely rekindled my excitement for Cerritos mall. read more

Make that piece of shit service! cant even contact you when your order has arrived!!! Costumer service dosent exist here, you'll never be greeted or acknowledge. & their selection is lame they never have any of the good style it's feels like a 2nd hand zara/outlet store... I love zara but I prefer the one at the grove! Better selection & customers service! read more

The line is always 45 minutes long every time I come to this location. The employees move extremely slow at the cashier. I hate having to come to this location to shop, or to exchange anything. read more

Stop. Do not go here. I do not normally do a review but I couldn't let this one go. They do not value their customers. ZERO STARS. I arrived 20 minutes before the door closed and was told that I am unable to enter the store because they have reached capacity. As I was standing, waiting for the "manager," about two dozens people exited the store and still I was not allowed entrance. I drove 1 and half hour to return an item that was defected. The manager came out and just stated at me with an attitude as if I was begging for some money. Still, unable to return the product. After his useless utterance, he ignores me and started talking to another patrons as if I was not worth his time. His blatant disrespect shows what kind of people Zara are hiring...worthless. Zara needs to retrain their staff on customers service skills, especially the manager that represented the company this evening. When I asked the manager, for the GMs name, he said with an attitude that he could not give out the GMs name. The worst experience of my life dealing with an uneducated person who thinks that their position means something. I will never shop here again and this issues needs to be addressed. read more

I came here while I was in the area. Everything is so nicely organized. However, there is definitely room for improvement when it comes to customer service. read more

I purchased clothes on-line for my grandkids for Christmas. A couple of items were too small and another my granddaughter didn't like. I went to the tore to return them, but I learned you cannot return on-line items to the store. They won't let you. I purchased the items on Nov. 29 and by Jan 13, it was too late to make any return/exchange, even though they didn't get them until Dec. 25. I called on-line customer service and they "opened a case" for me. I received a "no-reply email" from the customer service team saying "case was denied". I called headquarters and was told my case was closed. I offered to pay to return the package and get on-line credit to put back into their store. Nope. I am stuck with $270.00 worth of clothes that I now have to figure out what to do with. Unfortunately, no matter how much I like the clothes, I cannot support a store that will not work with me when I am willing to work with them in making a return. read more

I can't understand why this store would display shoes that they don't carry!?! And not just one style, but two! Really, that's what you have to do to get people into your overpriced store!?! read more

This is unbelievable. The lines are so ridiculous. This place should be closed or the employees ( which there are plenty of it the store) should be trained to process sales faster. I've been in line for 30 min. I know I don't have to wait here but I'm buying a birthday gift and I've been in line for 30 min so walking away at this point would be dumb. Corporate needs to really reevaluate how this location is staffed and operated. read more

I love Shopping at Zara but I just had the worst customer service at this location. On Dec 24th "Christmas Eve" I received a text to pick up my online order, which was an Xmas gift. I made sure I called the mall and per the recording the mall closes at 6:00pm. I arrived in front of Zara around 430pm, doors were closed and the employees were there standing around. I wanted answers since I was unaware of the store closing time. keep in mind this was the only store closed at 4pm! I asked a couple of the workers if they can just pull my order from the back and have me sign for it. they said that need a register and were unable to help me since everything is closed down for the day. they weren't able to make any exceptions. I called the direct store line to see if I can speak to a manager and get corporates phone number. suprisingly someone answered after "closing", which was young lady who was very rude said she doesn't have corporates number, didn't get me a manager, when I requested one and hangs up on me, twice! she didn't want to give me her name. I called the mall to let them know that the recording was misleading. The receptionist aplogized and did double check to see if the were indeed closed for the day. obviously someone dropped the ball here I know things happen but poor customer service just tops it off 12/26 I picked up my order and guess what no register needed, what a joke, I just signed for it and that was it, gentlemen just handed me the package. I spoke to Jessica (manager) regarding this poor customer service. she provided me with just a customer service number. I advised her that it was how the situation was handled. just very unprofessional. it's disappointing as this store just opened not too long ago. just put yourself in my shoes, you'll be pissed too. shop here at your own risk! the positive rating reviews are probably employees!! lol so sad read more

Zara - heres proof of them not knowing what the are doing here at this location. Returned 3 different items and couldn't get It right. - Women's Clothing Near Me - Cerritos, California

Worst customer service. There are no open on the floor to help you. Extremely long lines. To top it off I saw a shorter line... stood in it for 2 mins than called my brother to get out of line... as soon as he walks over with his one item they say this line is closed: we had to go back in the long line all the way in the back. They should've had someone saying that line was closed not after I was standing there for 2 Minutes after I called my brother to come over. read more

This Zara sucks -Bad customer service -Doesn't have a lot of kids clothes in stock -Showroom is always a hot mess (I feel like I'm at a sample sale not a retail showroom) And with exchanges they say one thing, I wait in a long ass line and they say something else Please get your shit together I love Zara online & the Costa Mesa location but this location needs new management ASAP! read more

This location only has two cashiers and no matter what time or day you come in there will ALWAYS be a huge line. Management needs to fix the amount of cashiers or open more registers. read more

THE WOMENS DEPARTMENT MANAGER CALLED ME THE N WORD. WITH A HARD R . She is a small White/Mexican looking women. This was all due to an altercation regarding a return. They wouldn't let me return something within the 30 day period because I used Apple Pay when I made the purchase and I bought a new phone and since I don't have "the original phone used to pay" they wont process the return EVEN THOUGH I HAVE THE PHYSICAL CARD AND SAME APPLE PAY. They didn't process my return and KEPT MY PANTS . When i came back the next day after realizing they said that I left with the pants and I told them to check the cameras and THEY REFUSED TO CHECK THE CAMERAS AND THEN CALLED SECURITY ON ME. I was trying to talk to this manger as well as another manager named Darnell and they BOTH continued to WALK AWAY FROM ME AS I WAS SPEAKING TO THEM saying that they weren't going to help me. It's clearly not that hard to be a manager at Zara . Worst customer service ever. THEY ARE RACIST AND UNPROFESSIONAL read more

I've walked in here several times, and though I haven't found anything that I wanted to buy, I have to admit that they are organized, and everything looks good. I didn't even know that they had a children's/babies section until I walked towards the back, and when I saw the baby clothes, I kind of started tearing up (This was at a time that I thought I might be pregnant, thank god for pregnancy tests, and not being pregnant) Anyway, I thought they had some adorable cross body bags for kids, that I would have probably just bought for myself. Because you know for those music festivals that you go to, and sometimes you only need a handful of items, cell phone, lip balm, cash, etc. I will probably come back here, and check out their stuff in detail later! read more

Associates were rude when asking for help. They don't answer there phone, I've called the store 3 times and still no answer. Last time I will be purchasing stuff from here. read more

Never buy from this company!!!! I ordered a dress for my daughter for Christmas online. She didn't like it when she opened it Christmas morning. Was not her style. So I told her we could go to the store to pick something else out. Went in to the store with my receipt and was told I can only Exchange it for the same dress. Wtf... After dealing with the manager I ended up nowhere. Some BS that there online store doesn't work with the retail store, but it's the same company!!! They do No store credit, exchange and no money back even with your receipt. I will NEVER shop here again and my family members. We've spent ton over the years... not no more. read more

Horrible customer service! It took 30 minutes to pay for one shirt after the store closed. Long lines and half of the registers closed.

Dealt with "Emma" today concerning a return. I'm a no-fuss type of girl when it comes to returns. I've dealt with many cashiers/managers/clerks who think they get a promotion each time they give customers a hard time over return policies. For these reasons now that I'm older, I'll just accept whatever they tell me and move on with my life. I was prepared to do that this time and if it wasn't for the manager Emma, I would've been out of about $60! I returned two items today that totaled over $60. I didn't have a receipt and due to some personal reasons, I took longer than expected returning these items. The cashier I dealt with pretty much told me I would get $20 back and she also made sure to rub in my face that I had gone over my return days. Yes, lady. I know. I was like "fine". Although my heart wept a little. However, Emma stepped in and saw that my items were in new condition (with tags attached) and asked if by chance I had a receipt in my email (since I purchased items online). I found it by luck, and Emma- being the efficient professional that she is - honored what I paid! I don't know if it helped that the receipt I showed her from my phone was for over $200 but either way, I thought this was just really cool of this manager. It shows her using her better judgement and putting herself in the client's shoes. It's also great when a leader can show others how to deal with others respectfully! Because the items were past seasons, I couldn't get store credit and had to an exchange right then and there but I didn't really mind. I don't shop at Forever 21 due to their horrendous customer service and their terrible return policies. I thought Zara was going to be the same. It started off that way, but Emma saved the day. Thanks to this lady, I will continue to shop here with a smile in my face! When are companies going to realize customer service goes a looooong way?!! Zara, give this lady a raise!!! read more

If I can give 0 stars I would! This is the closest Zara to where I live and I tried visiting at different hours (Wednesday around noon) and the line was so so long. You spend more time standing in line than shopping. They only have 1 person at the register with 10 other employees folding clothes. One of mangers here is the rudest, meanest, must incompetent person I've met. Corporate, if you're reading this, please implement some charges ASAP as the customer service here is so bad compared to other stores. You can get better customer service at the dollar store than here! Unbelievable!!! read more

Love this Zara location. It's never too crowded and they ALWAYS have sales with plenty of sizes and items in stock. The store can be messy at times because of their ongoing sales, but I think it's worth it because you're going to get a good deal if you're willing to go through it. I've never had to wait in line for the dressing rooms and the check-out lines usually move quickly as well. read more

Worst store ever management and customer service is terrible for customers still shopping there despite the long lines, minimal staff and horrible return policy. I give up no matter how cute the clothes they are not worth it. I will never shop there again. read more

Worst customer service. Received an email that my online order was ready for pickup. Went to store the next day and was told it's not there yet and call back tomorrow, fine. It's tomorrow and I've been trying to call them all morning. Not sure if their phone is broken or they just don't answer their phone. Got a hold of someone twice but got hung up on both times otherwise phone just keeps ringing. read more

no one answers calls, I had a problem and was not helped. it's so difficult for no reason. it's sad and disappointing.

I love Zara products but the customer service sucks, especially with shipments. I had a shirt delivered to the store in JULY but the store shut down due to Covid...no big deal, I didn't need it right away, plus Zara told me I would be notified when I'd be able to pick it up. 5 months went by and nothing. I called the store today and someone answered! She said my package was there and the store has been open for 2 MONTHS. I was annoyed that no one notified me. I went in and the mall was packed and there was a long line to get in the store. The guy managing the line told me I couldn't go in (I didn't want to), I told him I needed someone to give me my package that's been sitting there for 5 months. He said I'd have to wait in line to get in the store and that they're understaffed. During Covid they used to have someone dedicated to retrieving packages like mine but he said they stopped doing that service. WHY?? That was the BEST thing they had going for them during Covid. Similar to ordering takeout vs dining in. They need to fix their system. I didn't feel comfortable going into a packed mall to begin with, let alone waiting in a packed line for something I already paid for. Also if someone had the time to answer my call and check on the package, then they sure as hell had enough time to walk it to the front. I want a refund now--a single shirt is not worth the hassle read more

It's Christmas Eve at 4:30pm at mallthe Cerritos Mall. It's packed and everything is open except Zara. There was a huge crowded in front of the doors. I guess they just lost alot of money for being closed early. read more

Worst customer service ever. I bought a pair of pants, $50.00 for my 12 year old. I lost the receipt : ( I had the tag still attached, the debit card I used to purchase 3 days ago in store and the store manager said without a receipt I can not refund back to your card or give a store credit. Are you kidding me? Your tag is still attached, I have the original card charged to, it was 3 days ago and you will not refund or offer a store credit because I lost the receipt! I can open my bank online and show you where you took the money from. Treating customers like this when they have everything they should need to prove a purchase from you even if they lost the receipt is not good policy. Thanks but Ill keep my money at stores that value their customers. I have never shopped at a store they couldn't refund to original card used just by inputting back into the machine that did the transaction in the first place. Keep the $50.00 and lose a customer, wont be back! read more

This store is trash. I go to buy sweaters during the sale and one sweater had the red sale price ripped off so we brought the SAME EXACT sweater in a different color that we grabbed from right next to the sweater we wanted to buy to the cash wrap and they refused to honor the sale price when there was still a part of the red sticker on the price tag. The employee and manager were so rude and it was honestly the worst experience ever. I will never step foot into Zara again. This store is trash read more

Okay so I came to this Zara for the first time. And walking into the doors i was amazed on how clean the place was. Everything was very organized and the sale section was towards the back where the cash registers are at. I came with my husband and I looked at the men's and children's sections. They were both a decent size and about the same as other locations. As for customer service, my one star review goes out to the woman who rushed me out of the store. She is this Asian woman with bangs and short black hair. My husband and I came into the store 30 min. Before the store closed. So we were looking around and found a couple of items. We were in the men's department trying to find another pair to the shoe. The women yells across the store and said,"we're closing the registers but I can help you right now to check out." I didn't even bother to look at her bc we obviously were still looking and there was 5 min. Left until it was 9 and this woman just decided to say "oh I can check you out now" when we weren't even close to the register. She was absolutely awful. And when we told her we're looking for the other pair to the shoe. She just looked at us and said,"well if it's not there then oh well" and I just can't believe the nerve this woman had. I've worked in retail for over 5 years and not once have I treated a customer this way. I am so upset with my experience at this location and I will drive the extra mile to go to another location. read more

This place is bullshyt, there customer service is the worst even through phone. First of all the manager Bre does not know what customer service basically called me a liar infront of other customers. I bought a shirt at this location Cerritos I was trying to return because it was small. Didn't even wear it they tell me I can't return it because the inner tag was off, I told her I didn't take it off I bought the stupid shirt like that. I asked her if they check every product that comes out the store when buying to make sure the tag are intact she said yess I said that's bullshyt never have I seen any of these employees check the product. An it's not about the fuckn money it's about how shitty the service is that pissed me off. I want them to check the cameras so it can show the employee not checking for the inner tag. I don't like to be felt like a liar or even accused. They tell me to call customer service was not any better Zara ur trash! read more

The merchandise is great. I love the selection. I was ignored the entire time though. Employees kept passing by me and it just felt like I was invisible. A very creepy and weird vibe. I purchased a few items and the girl at the register seemed annoyed that I was making her have to do her job. Zara employees: a simple "Hello" or "Have a great day" has never killed anyone before! read more

Shop here if you want terrible customer service. It's no wonder why the employees are horrible-- the manager is even worse. His face matched his attitude- bitchy read more

Weirdly the assistant Managers here are rude, racist, and pretty useless and think they are the actual general manager. They aren't even a manager as they can't do anything any other employee could do they just come tell you there is nothing they can do. I talked to multiple managers and had them lie and even forget what they are lying about right in front of you and then call you racial slurs and refuse to give their name or their superior information or when they will be in store. They won't contact and don't have a general manager on site just a bunch of non collegiate know nothings. Tried to make a return here and had my item held against my will and had them not even try to do the return even with item, receipt, and card in hand with them unwilling to check cameras or even anything. Line is comically long for no reason and show that the managers have absolutely no idea what they are doing read more

Poor management and worst customer service. No staff in cashier area and people are waiting in long queues. To have less people in store due to COVID, they should have more staff for billing so that people move out quickly but manager won't listen. They are not taking returns for online orders which exceed 30 day. I think there should be some accommodation because we couldn't come to store cause they were closed due to COVID and we had no option but to order online. read more

Finally, a Zara location not too far away from me! It's not as big as some other locations, but it's roomy. I love the clothes and the service is okay. I love the layout of the store as well as displays. Overall, I plan to return. read more

Zara - Clothes - Women's Clothing Near Me - Cerritos, California

Really bad don't recommend ZARA there policy's for returning an item is really bad. The workers at ZARA are really not helpful and they don't care about returning an item. I bought this jacket and they did not want to return them. They didn't even want to give me store credit. They just said they can just switch the color of the same item. But what if you didn't like the style? It's really annoying because there line is super long. I waited almost 1 hour in the line for them to tell me that they can't return or give me store credit. Please do not buy from ZARA because they won't let you return or even give you store credit. I'm never going to buy from ZARA ever again. read more

I just want to thank William for all his help today! He went extra mile at the register to switch out a belt that was dirty on my pants. Great customer service!!! read more

Emma the manager was so rude all she has to say was I cant match the price when it was already wrong on tag but she said buy or leave the store she was racist and unrespectful. She has no customer service skills she denied my request for a business card or her area managers number she wont even give me her last name.Seriously I have worked with people all my life but that was a whole different level of giving no DAMN!! read more

Like the other reviewers here, I don't usually write reviews for clothing stores, especially Zara because I go so often. I haven't really had a problem at this location until today. 2/11/17 around 11:20 AM. I couldn't get the worker's name at the register, but she was in the women's department and had glasses, long yellow ombré/highlights. She was also on the right of the register to be exact (from customer's pov). This lady was so rude I seriously wanted to ask why she even works here. This asian lady in front of me couldn't really understand what she was saying and she gave the biggest attitude saying "I said you're all set." And then when it was my turn in line, I asked if I could see one of the items another customer returned, she responded in such a impolite way. She said "Um no. The policy doesn't allow anyone to try on a returned item for 24 hours. Sorry you can't." She just made a lot of unnecessary facial expressions and sounds like literally "sigh"-ing. It's unfortunate I couldn't get her name, but I hope this location starts really caring about customer service and hire workers who actually WANT to work here. So disappointed. read more