I just want to say I will give no star to this zara store，they provide Bad service and don't listen to customer at all ！！！I bought one pair of pants online ，and there were pillings anyway after I wear once ！I wished them and came to store ，asked for exchange or reture ，They told me that's my fault，the manager thought I washed it in the wrong way，After 5mins talk，at last he said he can only do the exchange for me！So i got another pair of same pants ！Only One week later ，I wear the new pants and that's happen to me again without any washing ！I didn't wash them and Then bring back to the store again and I just wants to show the manager he was wrong！Ｂｅｃａｕｓｅ even if I didn't wash them ，they were pillings anyway ！But this time he said he can do nothing for me ，then let another cashier gave a number to me，Let myself to call the customer service for futher solutions ！Anyway I drove to victoria gardens for return ，I spent my time to just want to be treated fairly ，but now I am so upset and seat outside of the store ，I am writing those things，just dont want people who likes zara but be treated unfairly like me ！！！ read more

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Unfortunately this is The closest Zara . Worst location I've been to, understaffed , online orders take forever, Messy, was completely ignored by everyone who works here. I asked a few employees to assist me with My online orders and no help. Assisted others who came after me this is a horrible experience. read more

I purchase most of my suits from Zara and recently experienced one of the most uncommon altercations between a cashier and manager. On Friday, July 9th I purchased a suit on sale. The cashier folded the suit inconsiderably as if it were a turtle neck. In the past, suits came with a hanger and a zipper cover garment to protect the suit. When I asked why it wasn't being treated in the manner, his response was that it was on sale. I asked for the manager and she stated that it's in our policy. She gave me the receipt and stated it was on there. I read the receipt and it is not on there. Furthermore, it's a suit and should be treated as so. It's not a t-shirt or pair of jeans. How does it make sense to treat the clothing differently if it's on sale unless it came with issues? Your customer service was shit but I guess I need to manage my expectations from this clothing store. read more

Let me tell you that the employees here at this location are ridiculously rude and obnoxious. I've had several situations here with returns that I have had to make. First two times, they told me that I needed to call Customer Service to make my returns, despite me telling them Customer Service said it was no problem to go to the store to make the returns (they were also within the time frame noted on my Zara app for the orders). The girls that I have dealt with here have no sense of respect or courtesy to their patrons. But today was the last straw for me. I came in to return 4 items and was a few days before the date that I couldn't do it. 8/14/21 to be exact. The order was placed in early July but I didn't actually receive the shipment until 7/25/21. Needless to say, it clearly indicated that I had till 8/14/21 to return the items (one of which was a bathing suit set that they sent me a top but was missing the bottom). I came in today only to be rudely told that I needed to click the "more information" on my app for the order underneath the last day to return (8/14/21) and then she proceeded to rudely tell me that she could not take the items back because it was past 30 days despite me showing her that I had until 8/14/21. Well the convo goes back and forth and I'm asking her to explain to me why she was deviating from what was noted and all she said was she was abiding by company policy. Now mind you, she was short with her response and her attitude was terrible from the onset which was the most frustrating part of the situation. So I asked her to please call the manager which she did but then a few minute passes and she decides that she's going to scan the items to see if it would let her return it. Well lo and behold, it went through but she said that in the system it said 8/8 was the last day, but there was an additional 4 days added that I could still return. At this point, she cancels the request for the manager. But now my issue with the whole thing was why didn't she scan it first before she had to be so rude about the whole situation in the first place. This is when I asked her again, that I would still like to speak with the manager. Manager then comes over and I'm explaining to her nicely about what happens and she proceeds to tell me that they are doing a courtesy return. How is it a courtesy when the last date of return indicated on the Zara app for that order is 8/14? I asked her to explain and she just kept going in circles not answering the question. Then she tells me that I was being aggressive with her and that I should let them do my return so I can "go on my merrily lil way." But in the most obnoxious and condescending manner. So I said, okay, can I get your name please?" Her response was that she didn't have to do that. End of story. Needless to say, I went to look up Zara's customer service line to see if I can speak with someone about the incident but guess what, the voice message says to go to their website and click help to which it gives you three options. None of which can get you to a live person. All I can say is these two girls need a lesson on customer service. I get that we all have to wear masks nowadays but if these girls weren't, I'm sure they would think twice about how they treat the patrons that come by there. So if these girls happen to come across reading this, all i have to say is please don't let your masks be the reason why you act like bitches behind the counter. It's a return that clearly was within the timeframe noted by YOUR company and you weren't doing me a favor. Zara - y'all need to hire better people to manage your store. These two girls need to be canned. read more

One Star because I actually LOVE shopping at Zara ... and have been for years, BUT the supervisor Deshawn Daswan is ridiculous ... he needs to get some training on how he speaks to customers. I'm a regular at the grove location but since it's so far this Vgz location is home for me but keep it up with him and I won't step foot in that place AGAIN. and when it comes to handing out your customer service phone number or writing your name down so I know who to complain about write LEGIBLY it's hard to read the scribbles. read more

Horrible Customer Service. I am waiting outside their doors for an hour & 1/2 the line wraps around the building because on line it said that they are open @ 10, that is why everybody came on time however @ the door they have a small sign that you can barely read that say 11:00 , I knocked to ask why, everyone inside ignored me & everyone else. Such disrespect to their customers time. Will never do that again. All I wanted is a gift card & you can only get it @ the store. They did not even apologize for not updating their time on line. Everyone is so upset . read more

Lines are always insanely long with one person at a cash register and the rest of the employees wandering around. I've had 2 exchanges here before and they messed up both. The items I had to exchange were not in store either time so they just returned one item and never put in exchange and item sold out in my size so I never received. Second item they made me pay for shipping again to receive item since they didn't have it in store. Very unhelpful staff and no one ever seems to have an answer they always have to ask a few other people to figure something out and it always takes well over an hour to complete the most simple things. read more

Manager Chris on duty was unwilling to help me. I spent over $500 here during there sale and the dressing rooms were closed. When I got home I tried on a pair of pants and they were incredibly itchy I tried to return them without a receipt for store credit or to exchange for another item and he said no. I explained to him that I've came with my mother and she'd return here without a receipt. He said that is not our policy here and there's nothing I can do for you. He was rude and unwilling to assist me, he didn't even have the courtesy to be sincere about it or apologize for the inconvenience. Then he just walked away without saying anything and I wasn't done speaking with him. I'll never shop with Zara again. I had a horrible experience! No matter what the policy is the customer should always be left feeling as though you tried to do your best to assist them and gave them the most upmost customer service within your delivery. read more

Did not let us in at 7:38 pm when they close at 8 pm this is ridiculous! Supposedly due to them being understaffed which is zero percent the customers fault read more

Same thing happened to me needed an app to try on clothes there should be a big sign or something what if you phone is dead then what ?

Great customer Service. Store was kept up for how busy they were. This is the only Zara in the Inland empire. I used to have to travel to La/OC for zara not anymore read more

Love this store, just wish small size clothes was really actually small. I always look for a Zara to shop in.

If I could give a zero star I would! Absolutely ZERO customer service! Went with my husband to the men's department, shopped for easily 20 minutes and not a single employee said anything to us. We were both looking through clothes making selections and I saw at least 5 different employees and not a word. Some were busy talking to each other, others were busy in their phones. When we were headed back downstairs (on the broken escalator) to pay one employee said "bye". I was thinking "REALLY"?! If it weren't for the fact that my husband found several pieces he liked I would've walked out. Train your employees on customer service skills! read more

I can't believe how terrible the customer service is here. Thalia is a terrible manager. Zara left a sensor on my clothing and I finally went to take it to the store so They could remove it. So I went in and a staff member removed it and then the manager put it back on! I wanted to wear this for a holiday party next week. The item was from a year ago and the closest Zara was in Pasadena, with toddlers it's difficult to make the trip and I like the dress but I just wanted to remove the sensor. The Manager has the power to just remove the sensor but told me I had to call corporate and drive all the way back with 2 toddlers from 35 minutes away!!! To get a sensor removed!!! She made me feel like a criminal! Then instead of exchanging $250 worth of clothes (Zara's sizing can be off for kids), they just returned all the money to my card. I needed the clothing for my kids for the upcoming holiday. Avoid and do not Ask for Thalia. Terrible manager with horrible customer service. Avoid the store and only shop online. read more

Frustrating experience! Bought jeans online (the least user friendly apparel site I've been on lol) because they didn't have the size and style I wanted in store and for whatever reason my address wasn't able to be shipped to (never had this happen with any other company and I shop online all the time) no biggie cause there was a ship to store option. Once I received them though, they did not fit and I planned on exchanging them in store. A few weeks passed and I wasn't familiar with their exchange policy so I called customer service to make sure I was still within the return time period which the rep told me I was and that is 30 days from the day I received the shipped out email (weird why wouldn't it be once they were delivered??) whatever, point is he said I had till tomorrow technically. I also asked if I would be able to do an exchange in store, NOT a return and then have to repurchase and he said yes no problem. I asked these questions before hand because I live somewhat far away. Once I got there I waited a pretty long time in line and again no big deal but once I got to the front the cashier told me I would not be able to exchange them and could only return them because it was an online purchase. And there was no way around that. Then he said IF they did exchange it, it would have to be for the exact item . Which they didn't have in my size and color still. So I had picked out some new items. I kindly and patiently asked if there was any thing we could do and asked if possibly the manager would be able to do something the manager came and said no even after me mentioning I had called customer service and they had said I would be able to. Then he left. I was going to just do the return because that was my only option and that's my only day to do so but then the cashier tells me I am past the 30 days?!? I say again I called this morning specifically asking these questions so I wouldn't have any issues and he said it's past the days still . Then the manager comes and scans something real quick and they return it and tell me this is a one time thing, next time they will just send me back to customer service . I understand all stores are different but I work retail and I've worked with multiple retailers and there is always a way to help the customer if it is a return or exchange of integrity . These pants were not worn (other than the try on) and had tags and receipt . I am not a serial returner. This was actually my first Zara purchase and I will not be back. read more

This store is dangerous!! Every time I pass by Zara I see another really cute outfit and it makes it extremely hard to resist shopping here. As I was doing some holiday shopping yesterday I decided to check what new outfits were in stock and I had one of the greatest customer service experiences I have ever had. During the hectic holiday season I would naturally expect employees patience to run a little thinner than normal but not here. Ryan was extremely helpful and kind. I got the sense that he genuinely enjoyed working here and helping customers out. Definitely returning to spend my paycheck here thanks to Ryan and I recommend to anyone shopping at Victoria gardens to check out the store for themselves and feel the positive energy for themselves read more

This place always has good and new stuff. Staff at the registers are kind of slow though.

If Only i could leave zero stars. The worse customer service I've ever experienced I had a return and exchange for a couple of shirts and a pair of jeans. I wanted to use a different card for return and purchase it with a different and she said I had to go back on the floor and look for a different pair of jeans and shirt because when anyone accordingly returns they take it to the back??? Ok sure I'm a store manager for a different retailer as we definitely do not do that. I asked for a manager Miranda who was no help could not explain their return policy and after 10min of going back and forth she finally gave me customer care number. I ended up returning everything I purchase i will refuse to shop at at store who does not Put the customer first. Not sure how this company business is still running. Worse customer service ever. read more

Great service!!!!!!!!!!!!!!!!!!!!!!!! Very helpful and kind when answering phone and helping with stock check for a Item

I have spent a lot of money here and a big reason is for the great staff that works here. All very helpful and very knowledgeable about fashion. The Manager there Evelyn helped me out and with a return and was very professional and took care of it immediately. Customer service is definitely something this branch in Rancho has. I've been to several of the Zara in LA and OC and this is by fat the best! read more

This Zara location has the worst employees. After purchasing a $70 jacket the employee at the register did not take off the security sensor so I then had to drive 45 minutes away from home to come back to the Zara location. I come back expecting an apology for the huge inconvenience the employee at the register that helped me did not apologize or even say one word. She simply called the manager and who also did not even come. After that the lady at the cash register just handed me my bag without saying one word. Probably the worst customer service I've ever experienced. read more

Ordered an item on November 30th and it's December 11th, still haven't received it. Very unreliable ordering online. Never again. Done with the store. read more

Zara return policy is horrible. I placed an online shoe order while pregnant with twins a little over a month ago. I'm high risk and have been on bed rest and in and out of appointments my entire pregnancy. This week alone I had 6 appointments. I decided to try the heels on again and I noticed my feet grew. I went in asking for store credit and to please understand I have not been feeling well. The male manager working said I need to deal with customer service. I asked him kindly if he could call right then and there so I don't have to add another thing on my long list before my cesarean in a few weeks. He would not help me whatsoever. This is the first time someone has not wanted to help me. I haven't asked for anything this entire time. What happened to compassion and understanding? Helping someone who is clearly in pain and feeling overwhelmed. I was on my way to the hospital again this week to monitor my babies. If this causes any distress to my babies they will be hearing from me. I used to shop here a lot but I won't anymore...I'm in shock. read more

Terrible Customer Service! This is my first and last time shopping here! Long wait at the check out line. Cashier made a mistake on the transition and did not removed the sensor. I have to waste my time and gas to come back to the store to make the correction and wait some more! Please make sure you do the cashier's job and check if the items ring up correctly and the sensor is removed!!! read more

They are kind of rude , the store doesn't have the many options , very unorganized. So sad because I really like their store in Pasadena is much much nicest and clean . And be aware I had been charge much more for my clothes you have to Check your receipt. read more

Huge and really great options. Not many people here so it not crowded. I hope it stays that way. Didn't have anyone help us but that's fine. We do our own thing. So glad to have Zara close by. read more

This incident happen not long ago, why I decided to write this now, maybe because I went there yesterday and honestly I walked out of there soon as that bad memory came to my mind. When that happened It was late and they were closing, I asked the sales rep to let me in just to buy a sweater or something for my 8 year old it was cold and I did not have any warm clothes for her. She said it was closed and can not open the door I did explained her and beg her to let me in, there was people inside shopping. Anyway she refused letting me un after couple attempts. Therefore I walked away from the door, and soon as was leaving she let one guy in I couldn't believe what I saw. I decided to walk inside with my daughter and bought the sweater nothing else and honestly I was a loyal customer and expend thousands of dlls at that store. She call the manager on me, while I was telling her and the manager why she did not let me in? If the guy went in why not me so they were extremely rude. Since then I decided not to go there anymore until yesterday. This was at victoria garden in Rancho Cucamonga. read more

the worker tyrece scotton is amazing and always helps me out! he is a very attractive young man too, you ladies will love him

Endless long lines just to pay or return your items while there are only two people at the register. I waited an hour. Ridiculous !

Worst customer service I've ever experienced. Lines so long, you just give up! 45 minutes to return a poorly made top and shorts, I should have just donated it. Never never never shop at Zara. read more

My friend loves this place and makes me go with her every time. The have very nice clothes and style.

Terrible service. Cashiers are super slow and just throw the items in your bag and take their sweet time to do anything. Can't even bother to ask anyone a question because they just give you attitude for bothering them. First time going to Zara since I only shopped online and wanted to see what they had in stores but I definitely would not recommend this location ever again. Such a shame because it's in such a beautiful area. read more

Very bad customer service.. never gonna shop at this location anymore. The clerk called the manager to resolve the issue . She was worst then a clerk. Administration should do a survey on these workers. read more

cashiers are veeery slow and all they want to do chat with customers and take all their sweet time! when you asked them how long its going to take for the line to move? she said you can go downstair! and i tell her customers from downstair coming upstair! that means its busy! she said than stay and wait! and i told her for over 15min line didnt move at all! and she ignored! read more

Was a little afraid to go in store for an online purchase/return because of all the horrible reviews that customers left these past weeks. Walked in around 2pm looked around and followed instructions from one of the reviews on here stating online returns were upstairs. After asking one of their associates (did not get a name) she let me know that I can also complete my request downstairs. Was in line for about 10-12 minutes (maybe less) was helped by Janell, very helpful great attitude and helped me out very fast! Was a very pleasant experience! Unfortunately I purchased some vintage skinny jeans that had no stretch and did not fit as desired. But giving this great review only for her as she was great! read more

The staff is terrible and not knowledgeable of their own store policies. I waited 30 minutes in line after an employee told me I could get store credit for my item I was looking to return without a receipt. After 30 minutes of being in line, an employee at the register told me nothing can be done without a receipt. read more

In my whole life I haven't seen a cashier as slow as this Zara. And not to mention their idiotic policy for returns especially when their fitting room is closed. read more

The girls in this store are rude when they are ringing you up. It's like they're in a hurry they don't look at you when they're talking and they also don't greet you. Terrible customer service. read more

HORRIBLE customer service!!! The Manager is RUDE!!! The lone is always a 30 min wait even on a weekday at 1pm!!!!

Employees are entitled and rude. Due to Covid there is a line outside to get in and then another massive line inside to check out. Despite all the waiting, employees still scan items as slow as possible, it's hard to not feel like it's done on purpose especially when you consider they say nothing to you upon checkout. Won't be returning. read more