Thank you to manager JP and associate Andrea for helping me!! The online customer service phone representative was absolutely TERRIBLE with zero solutions. My in store associate however, Andrea, quickly and kindly responded to my request to speak with a manager. Manager, JP, effectively addressed my concerns quickly and kindly. I am never one to have to ask to speak to a manager but with decades of working in the customer service industry I also always try to provide a solution, and feel that should be provided at a minimum from customer service inquiries. The instore team effectively did. Shout out to you! On the other hand, Zara online/phone customer service needs a complete rehaul. I am actually appalled that is what the service is like for online orders, and will not order from online moving forward. I will however continue to be an in store customer, specifically because I was able to effectively work with the staff to help address concerns. read more

Great selection of spring clothing! They have tons of linen pants and shirts. I love how everything is sectioned to make out outfits. It makes shopping easy when you have a vision in mind. The staff is helpful when it comes to looking for more sizes. The prices are decent for the quality of the clothes. read more

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This location of Zara at the Fashion Valley mall is HUGE! Men and Kids can be found on the 1st floor, and the 2nd floor is devoted to Women's fashion! The staff were all friendly and the store was very well organized! read more

Zara - Men's Clothing Near Me - San Diego, California

I was very surprised during my visit to the store today that not only the security guard but also the cashier was very friendly at this time. Also, I've noticed some diversity among the staff, they were still dismissive and arrogant, but at least a good mix of people. Very trendy and fun wardrobes for Spring time 2026, great selection. I ll return more often if the customer service continues improving. read more

This was one of the most unacceptable customer service experiences I've ever had. I came in to return several online purchases that were unworn and still had tags attached, and was left waiting while the manager clearly saw me but chose to ignore me and focus on other tasks. No acknowledgment, no apology nothing. When she finally assisted me, her attitude was immediately rude, dismissive, and confrontational. Instead of handling a straightforward return professionally, she began accusing me of wearing the items, reattaching tags, and even claiming they smelled like perfume without asking any questions or attempting to understand the situation. I calmly explained that these were online purchases received as-is and even referenced a previous return at another Zara location that was handled without issue. She showed no interest in listening and instead escalated the situation further. At one point, her behavior crossed the line from unprofessional to outright disrespectful, including making inappropriate remarks during the interaction. She ultimately refused multiple items in a way that felt arbitrary and driven more by attitude than any clear policy. When I asked for her name, she mumbled Masrrah and then stated she wasn't supposed to provide it. I have never encountered a manager at any store who refuses to clearly identify themselves. That lack of transparency and accountability is extremely concerning. Masrrah Alnajjar is who everyone has been complaining about. After this experience, it's not surprising to see ongoing complaints online about her poor service at this location. Based on this interaction, those concerns appear to be well-founded. A manager is supposed to de-escalate situations and represent the brand professionally. This was the exact opposite dismissive, accusatory, and completely inappropriate. I WILL MAKE SURE that Zara re evaluates or fires her, nothing more, nothing less. This girl should not be a manager or even a store employee. read more

If I could give zero stars, I would! I had one of the worst customer service experiences ever at the Zara store in Fashion Mall!!!! I came to return a few items I had just purchased, including one shirt for my husband. The shirt was brand new, with the tag still on, and had never been worn or washed -- I even have pictures to prove it. However, the staff refused to accept the return, saying it had been "used and washed," which is absolutely not true. The manager (man) was very rude, spoke to me disrespectfully, and refused to give me his name when I asked. When I walked away, I could hear the cashiers lady's laughing, which made the whole experience even more upsetting and unprofessional. This is not just bad customer service -- it's completely unacceptable behavior toward customers. I honestly don't understand how this branch is still operating with service like this. The funny part? I went to the Zara store in UTC Mall, and they were wonderful -- polite, respectful, and helpful. They checked the shirt, confirmed it was clearly new, and happily exchanged it for another size. That's how customer service should be! Fashion Mall Zara -- you should learn from the UTC Mall team about how to treat customers with respect. read more

Zara - This is the shirt . - Men's Clothing Near Me - San Diego, California

This company gets worse every year. I went to the store today to exchange two pairs of pants that were too small for me. I came planning to buy 6 shirts and a pair of pants I liked. When I got to the register, I also told them I wanted to exchange the size of the two pants. The manager smelled the pants and said they had a "laundry smell." I told her I bought them two days ago at the Vegas store, and maybe because they were in my suitcase with my other clothes, they picked up the scent. She didn't believe me. I have no idea how she decided they were washed. I explained politely -- why would I wash something that doesn't even fit me? She just stood there in silence and didn't answer. I asked her again, telling her I can't do anything with them, and she said, "You can donate them." If this is the level of management at Zara, it's a serious problem. When I asked for her name, she mumbled it with an unclear accent. When I asked her to spell it, she told me, "According to company policy, I can't spell my name." Bottom line: shameful and disgraceful. read more

Disappointed and dirty very rude workers. Honestly this trend of acting like this to paying customers is getting out of hand.

On par with other Zara's customer service these folks could use a lesson in decency. Had a return today which was the fault of them, not me and was treated like 1. I did something wrong and 2. Wasn't there trying to make it easy on them. Zara allows home items to be returned in store so the fact we were given such a hard time is insane. I'd be happy to give them a coaching lesson in customer service being in the industry myself. Want folks to shop here? Try to treat them with an ounce of decency. read more

Beyond terrible customer service!!!!!!! The stores won't even answer their phones. Returns after 30 days are impossible. read more

Customer service is horrible!!! I had lady look up an item for me and she kinda rolled her eyes and was lazy to do it and that she said I had to pull up the information on my phone to get code for her. I'm like wtf. This is on Sunday 12pm at fashion valley mall. lady had a blue sticker on her lip just so you know who this is. Who does that, she didn't seem to want to work. Horrible! Zara needs to hire better employees! read more

Quite possibly the worst customer service ever. I had an order pick up sent to store, went to go and pick it up. They couldn't find it and told me I had to try and cancel it myself. I'm unable to. They have it in stock and I ask that since you guys can't find my order can we do an exchange since it's right here. They tell me I have to call to cancel even though they are closed or can wait 20 days for it to fall off. The little short manager with black glasses was so unbelievably rude and had the worst attitude. Seriously avoid order pickup as they are useless and even if it says it's delivered and ready and they have some in stock they will as they can't find it. So rude and honestly, do better. As someone in customer service, I was baffled and just left and will be asking for my refund. I would give them 0 if I could but you have to give 1 star to rate. It's wonder their average is a 2 with all these reviews. read more

Mailin at 222 broadway ave is amazing! She was helpful and amazing..............,,,..,,,...............

im a big believer in giving companies opportunities to redeem themselves. in my last few visits, I've noticed a big change in Zara. The customer service has been helpful and very courteous. today was a 5 star experience. keep it up and great job to today's crew! read more

The customer service at this location is nonexistent. It is the most uncomfortable experience when approaching the cashiers. Very unpleasant shopping experience. read more

Lady working there was so rude when I was trying return something. Super disrespectful

Staff acts as if they hold a noble title in operating a cash register. No kindness towards the customers when customers are the reason each worker continues to get a paycheck. read more

Disappointed with my recent experience at Zara. I purchased a jacket that turned out to be defective, and the cheap material damaged my shirts. I spent two hours being bounced between customer service and the store, only to be denied a return because I was two days past their policy. Alyssa at the store was especially unhelpful and dismissive, making the situation even more frustrating. She should not be working in retail or in anything regarding providing a service and helping people. For a defective item, I expected much better quality and service. Alyssa is clearly being posted numbers of times on reviews she needs to not work in retail. She is a nightmare. Worst human to have come across in a long time. read more

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This place is honestly a nightmare, which sucks because the clothes can be so cute! I placed an online order but needed to make a return. The line to return was to the door on a week day afternoon. The line did not move, so I decided I'd leave and try again another time. Came back on a different day and it was the same. Not sure why the lines are always so long. It was so bad, I decided that I'd rather just take the loss on a $30 skirt than wait to return it. read more

If I could zero star this place it would be awesome! Horrible customer service! 1) The rudest security guy. I got really offended by him! 2) The manager walking around the store and not even greeting customers. 3) Registers are mess! 4) Fitting rooms are dirty! Never again! read more

First off, I LOVE buying my child clothes from ZARA. But I only purchase online because they have more variety. I only come to this location when I have to return items. I never had an issue with this store but today I came across an employee who is transgender who had the biggest attitude with customers returning items. When I showed them my bar code, they scanned it with an attitude and so close to my eyes. I brushed it off and played it cool. After my return was all set, I politely said, "Thank you" and they rudely responded with "Bye." This employee needs to humble themselves and respect people. This will not make me stop shopping from ZARA but I think there needs to be an improvement with their customer service. ZARA, I love you so much but you need to hire professional and kind employees. read more

Just went back to return a fashion necklace, in original condition and packaging, after trying on at home with a dress. Kids Department manager with a Spanish accent who refused to give me her first name utterly dismissed me and told me to go pound sand because the package was not unopened. Zara was my go to store until now, but I will avoid it like a plague moving forward. read more

My review on Zara's perfumes is that do not buy any perfumes from them no matter how the price were good because they won't lets you return it if it was open even if you didn't use it! I bought a perfume for my daughter and she didn't like it, I went to the store and they refused to return or replace it just because it's open, she never used that perfume. Besides their website doesn't allow anyone to write any reviews on any product neither their app allows you to do so. Also, their customer services is awful, they can not offer any help as long as you did a purchase in store, they even don't have any information about the purchase that is made in store, this is something weird for a big business chain like Zara! Finally, the girl at the register desk in the Fashion Valley Malle are not professional, and rude read more

Ok the reviews here are terrible. Whats funny is my wife heard how bad the customer service is here and saw multiple videos online backing it up, but still wanted to come here. We get here Friday morning and didn't see any womens clothes, we didn't realize that it was 2 levels. We go upstairs at the plaza and see the womens Zara. My wife loved the prices and quality of the products. She got a nice jacket for under $50! We got there first thing in the AM and couldn't believe how long the lines were. There was only one employee on the floor and 4 behind the registers. They have a very strange line system. A couple small signs stating Returns/exchanges and another line for purchases. Nearly everyone was in the returns line, even for purchases. I asked then only employee on the floor if they are still doing two different lines. he said yes, so we went into the shorter one. It was like follow the leader as 4 other people followed behind us in the purchase line. Once you're up front its the employees choice to do returns or purchases. There was a lot of confusion and a few upset customers they way they just pick which one to do. Whats funny is this is like the only fashion clothing store that charges for bags. She asked if i wanted a bag and I felt like saying no, I'll lug this jacket all around the mall with me. Bag was only 10 cents but just thought it was funny. We didn't have any bad employee interactions or rudeness. they were actually quite nice to us. Based the review on how long it took to make a purchase and only 1 employee in the store and the silly bag fees. read more

I really like Zara as a brand and their clothes but they have some power trip employees here. Especially the dude doing visuals. I was admiring a mannequin because I liked the jacket and noticed that the sign said to not interact with the displays. I didn't think looking at the display (the irony) was interacting and the dude straight yelled at me and said I couldn't be in his area. You can literally walk in the store, take 3 steps to either side and you're next to the mannequin. Not to mention the mannequins right next to some of the clothes. Not sure what his deal was. I did visuals for Gap in the early 2000s. Most of the direction comes from corporate yet this dude seemed to think it was his work of art. The store was also empty as I went Monday when they opened. read more

Unfortunately Zara is not know for its amazing customer service, but yesterday I went in because I saw a sale going on and decided to go in to see what I could find. A wonderful young man really warmed my heart with his amazing customer service. I believe his name was Alex or Alexis. He briefly helped me and then I heard him talk to another customer as well and he was extremely helpful to them as well. I was very surprised to hear the way they assisted someone else because I've never seen good customer service at Zara. Then later on I came back to the store for more things and I asked him about a top that said online that was in store, he told me that everything was on the floor, he checked for the item in their stock system and told me there was two sizes left, I was in the line to try on stuff and he told me he could go see if he could find it. I was very surprised that he even suggested this because the store was a mess so even suggesting this was something I really appreciated it. I tried on my things and when I came out he had found the top I was looking for, and I thanked him for it. I really really appreciated his customer service not only because zara never has good customer service but also because it was crazy busy in there yet he still took the time to be kind and give amazing customer service. read more

Rated 2 stars? People rating this low because of lines??? They must think this is a fast food joint like McD's or In n Out. This place is filled with unique style . My fav is that nothing is made in China!!! Such a joy to find a dope azz clothing store!! read more

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Horrible experience online!!! They accused me of wearing the item that still had the tags on it. They refused to refund me.

I used to shop at Zara a lot but don't go often anymore because of their poor customer service. And sales assistant, blond lady who was working on the fitting room on April 2, 2024 at 7:15pm proofed it again. She was pissed off about previous customer not putting her clothes on the hangers and took out her frustration on me even though I had everything on the hangers. I also worked retail and I understand it's late and she is tired but it's not an excuse to treat others like this. I will be contacting corporate about this. read more

I waited so many years for hoping something is going to change... But that girl just got me! I'm done! I'm huge Zara fan as a brand! But this store is disaster! Any time of the year! If a sale time comes in ... RUN AWAY ASAP! Horrible mess all over the store! Workers doesn't know their inventory and what they have on the tables! One guy walked me around the store to find out that they don't carry skinny jeans ! Come on! I did it myself already. If you'll go in Europe to Zara store people like the one's working at Fashion Valley store will be kicked out right away! Oh, yeah... many years later they decided to open self checkout! Yay! So of course it's a special one and customers not educated on how to use it. So me and one lady got little confused and needed help. I scanned all my items and paid for them. But I couldn't remove the security tags. She came and accused me on stealing something because she didn't now how to open the receipt!!! I showed her my bank transaction... however... wasn't resolved until more experienced one came and said sorry. You want to hear more? Oh, easy! I love Zara jeans! I know my size and my favorite fit. So I'm buying them with "closed eyes ". So o bought two pairs . Next morning with a happy face I'm putting one on and realizing that one of the legs is crooked! I got my receipt and jeans and went to the store to return it. I explained everything and she looked at my face and said that I washed it and that's why they crooked! Oh wow! She didn't take it and now they on my closet shelf laying down together with my anger. Advice? SKIP THIS STORE! Go to H&M right across with the great customer service and happy faces! Peace! read more

Zara - Look at this! - Men's Clothing Near Me - San Diego, California

Brian is the reason I shop here. Best customer service by far! Went above and beyond great customer service l! Well deserved 5 star review thanks Brian! read more

I am truly disgusted with what I witnessed. The store waa extremely crowded and there was a line for the dressing room. My party and I along with about 25 other patrons waited in line for the next available dressing room. A female employee escorted 2 women speaking Spanish to eachother and jumped the 30 minute line. There were mothers with children and elderly people waiting in line as well, but these two women were an exception to the rule. Last I checked, Zara didn't have a preferred guest list or made appointments for their dressing room. Shame on the employee and shame on Zara for allowing this. read more

The customer service is terrible in stores. What is the deal?!? They always seem to have people at multiple registers but don't open all the register hes despite the longest lines that take F O R E V E R. I just can't wrap my mind around why it takes me wayyyy more time to check out then it does to shop. I am obsessed with their children's clothes for my two toddlers, which is why I keep going back. I have been to several Zara's in several states, and it's always the same about lines- I don't get it. Anyways, if you're willing to wait awhile, I do like their clothes.m for kids. Oh and don't be fooled, even a short line will take forever it's bizarre. Don't go if you're on a time constraint or want an employee to actually help. read more

Ordered online. The large shirts are actually a size small. They have no customer service. I'm a size 6 and their large is too small. In order to return anything, I have to drive to one of their "drop off" locations and then THEY CHARGE ME MONEY to return it. The only assistance they have is a robot. No live people. I am disgusted with quality and lack of service and that they can get away with CHARGING their customers for a return. read more

Great for workday staples and jeans. I also like their tops. It's just easy and it's a step up above H&M.

I liked the spring collection in here as far as colors, but the material was extremely cheap and overpriced as in marked up higher than necessary. I don't mind paying for things of quality, so this was a bit stressful for me. Lighting inside was bad, ventilation was poor, extremely long lines and not many people on the register. Long line in fitting area. I didn't stay in the store more than 5 minutes. Completely messy, and overwhelming. read more

I made a decision to only review places I love, but Zara has broken my resolve. The kids clothes are very cute but often overpriced. However, still a place we love to grab a few things for our baby. We were gifted a few items for my daughter and we needed a bigger size. The lines are sooooo slow that I low key rage when I am in them. What is actually happening back there? After waiting an insane amount of time, I was told no gift receipt, nothing they can do. I pushed back and they said an exchange for a bigger size. Fine. Oh, they don't carry them so ... Nothing they can do. Walmart has better customer service, faster lines and they probably make their clothes in the same place. Sick burn read more

I love Zara and found the cutest dress for my formal but i needed to return it because it didn't fit. The staff with unhelpful trying to find my receipt and directed me to call customer care and after 20 minutes not being able to get a hold of them i went back into the store and she told me she could look up my phone number. I was confused why i wasn't told this in the first place especially because there was no line and it wasn't busy during this. read more

I've never felt so obligated to post a review. I've been shopping at Zara Fashion Valley since forever! This past Sunday 7/14/2024 was the last time. I made a purchase as I was leaving the store I realized one of the items had been scanned at a different price than what was noted on the tag. Went back to the same register for a price adjustment, she noted she needed a managers approval (which is understandable). we both waited, as the store manager approached us she was already flustered at the situation without even knowing the facts. She "inspected" the sale tag and proceeded to ask me if I had placed it on myself! I was completely shocked not to say the least embarrassed. As I proceed to explain she shut me down and stated that is not the way her employees place the tags. I showed her all the other items with the same sale tag on it - no difference whatsoever. She was extremely hostile and before I was done attempting to explain she walked away. I asked the person at the register for her name and that I wanted to speak with another manager. I was shocked by her response...she refused to give it to me because she didn't want any retaliation from the manager later. She then said I had to ask her myself which I thought it was kinda silly but again i waited for her to come back to get her name. Which by the way she said it as she was walking away "Elyse,Elisa that's what I made out. I've attempted to call to speak with another manager but have not been able to and no response back. I'm not a Karen and have never posted any reviews like this. I just don't think it's fair that someone at a managers level can get away with treating customers this way. I left feeling bad about the situation but even more for the cashiers fear of any retaliation from that manager. There is a way to address people and I definitely did not receive the same manners towards me as I showed towards "Elyse , Elisa. read more

Wanted to purchase clothes for myself and my boyfriend, was ready to spend (at minimum) $500 or more. After shopping in the men's section for my boyfriend, I waited in line downstairs to try clothes on and was told "you can only try men clothes here, you must go upstairs to try on women's clothes". I had over 20 items in my hand already and they were heavy but I still went upstairs since they would not let me try items on, even though there was NO line... went upstairs and there are 30 people in line. There is no line downstairs so I went back and explained that I have a lot of clothes for both men and women and I would just like to try them on please and they still said no. I handed all of the items I had to them and told them I'm not purchasing anything anymore. Horrible customer service and horrible store. I don't plan on coming back. Also, if you are not paying cash they make you go to self checkout. Im not an employee, why am i taking off the security tag and scanning my own items? This store really has zero customer service. read more