Spent 30 minutes in line during the 1pm hour on a Tuesday afternoon to pick up an online order. Only to be told I should have gone upstairs to the men's dressing room. Where does it say that on my online order? It says to see an associate, and if I could have found any that weren't behind a register, I would have. I then asked the girl if she could get it for me as I just spent all that time waiting. She hurried off and when she came back pretty much just threw the bag at me over the counter and walked away. I get it your employees are probably overworked and understaffed but you need to figure something out. One of the worst retail experiences to date, and I have worked retail in the past, I get it. Unfortunately no one from your corporate office reads these so nothing will ever change. Good luck. read more

Positives: the clothes! Great prices, great selection. Negatives: literally the worst customer service in the industry. No one will make eye contact let alone speak to you. It seems as if you are a huge bother to their day. Dressing room procedure is like cattle call. This store is a huge mess of clothes on the floor, bargain basement nightmare. read more

I actually really love shopping at this Zara, however the reason I'm giving it a one star is because the phone number has either changed or they don't care to pick up. I've been trying to reach them for two days now about an item to check if they have it in stock, I've let the phone ring for several minutes until it hangs up on it's own. Not sure how I'm supposed to reach the store and at a time like this people may not feel comfortable just walking in with the long lines and limited amount of people they let in at a time so it would be helpful if they could pick up the phone... read more

They were advertising great sales and had lots of merchandise but the wait for a dressing room was over an hour. The wait for a purchase was over an hour and a half! The store was a mess and when asking the manager about it he was so rude! Two cash registers were down what was he supposed to do? Really dude? I left red faced and angry and will never go back. This is why malls will close and everyone will shop online. read more

Fitting rooms are always closed ever time I try to go shopping there.. better ask first before browsing around and waste your time.

Worst costumer service staff They should hire people that are passionate about clothing and fashion and customer service read more

Clothes are cheap and see through. Cash out process is a nightmare. Cashiers are jerks and will roll your clothes in a ball and toss in a bag. Hate it there. read more

Fitting rooms are always closed. If you want to try things on you have to go to forever 21's fitting room. The phone number on google is incorrect too. read more

I took 4 items to try and after trying them in the fitting room, I selected one of them to buy, took the other 3 items with the hangers to give them back to the associate since did not fit. While I was giving the 3 items to her, she didn't take them and forced me to put each item on the hangers and place them on the hanger rod. I was shocked with her request but I helped her to put them on the hangers anyway. However, after that I was wondering if this is a new rule or what and then asked for the manager to see why she asked me to do so. When she came to me, I asked her like why the associate was forcing me to do so and she replied back rudely that I had many items and I had to put them on the hangers. I told her that I only had 3 items that did not work and she said that she had the witnesses that I had bunch of stuffs ( basically she was accusing me ) then again I explained that I only had 3 items to return and selected one item to buy and she can even check the cameras because she was accusing me of lying. After that she was still replying back that it is not hard to put them on the hangers and I said that but it's not my responsibility to do that and I do not HAVE to do it. Then when she didn't have anything to say, she yelled at me and said "ok what do you want?". I told her nothing just apologize. Then she replied back rudely " I'm not gonna apologize, I am NOOOT" . My husband was shocked by her rude attitude and he recorded the video of our argument. And at the end she was laughing at us with her other colleague when we said we recorded everything. Customer service does not mean anything . Awful service from the manager at Zara UTC La Jolla, her name is Alida. read more

Hello fellow yelpers, i went into Zara today to get some shorts and when i was checking out i had some errors with paying in cash. My friend offered to pay with her credit card but she was currently at the other cashier checking out. The employee at the cashier was very rude and impatient. She spoke rudely to me and told me to hurry up. I felt very rushed and flustered. I love Zara's clothes but the customer service is horrible. Not all of the employees were rude, this guy was very helpful and understanding when checking my friend out. Very grateful that he was so patient with me. Xoxo, Karen read more

Can I give a 0 to assistant manager Roberto? He was rude and not helpful. I am sorry but that's not what a manager or even assistant manager is about. In the last month, I have attended the store 3 times, every time spending $150 minimum. I came back with a one pair of a $25 dollar for an EXCHANGE, listen an EXCHANGE. At this point I had 5 or 6 items with me again. I brought the wrong receipt, apparently a receipt from 3 days before that purchase. He did not explain to me how I could get a new receipt, INSTEAD he was gonna let me leave upset and not buy the new merchandise. This is a review to BAD MANAGEMENT and LEADERSHIP SKILLS. Roberto, you would have lost a customer today but I guess you don't care since it's not your store. Correct!?! I did buy the new merchandise because I love Zara product and one BAD EMPLOYEE would not stop me. But please ZARA - management should be able to solve problems. My fiancé ended up finding the gift receipt at home and I got a $25 merchandise card after a new $155 purchase on the man's department. read more

Awful experience every time I step foot in this store. The employees are extremely rude, the dressing rooms are closed half the time, the line is always 25 min long, and then when you finally get to the front, they tell you that the "WiFi is down" and can't help you with a return. I will never shop here again. read more

You know... I'm not sure what al the complaints are about. I find this location pretty organized for most of the year minus the obvious MASSIVE sale seasons. The sales are SO big it's almost impossible for them to keep those ambushed racks neat. Give them a break! Give all of retail a break during semi-annual sales! Be a smart shopper and go when the mall opens -- jeez! Service is the typical "good" service. More than neutral but it doesn't absolutely stand out... I really like this location and the way it's set up. Many times lines get a bit lengthy or slow but that's not always (usually never) the cashiers fault... Unless you've worked retail, you wouldn't know how stupidly incompetent most customers are :) read more

I love Zara so much and it pisses me off that i don't like going there because of they're employees. They need someone to take care of this and educate their employees on how to talk to costumers. The fitting rooms are closed at 7pm because the store closes at 8pm and they need to clean up. I've never seen to any other store more rude employees than here. They're gona make this store go down . read more

The polarized reviews here are hilarious. Yes, it's true: The service here can be atrocious, and that can be an understatement (most recently, I had a good laugh when I asked floor staff where they keep their black dress shirts and was told to just look around everywhere). But for the relatively low price point, you get clothes with decent fit, passable quality, and reasonable--even if derivative--design. At the end of the day, did you get your money's worth of value? Take into account that the company having to pay less for staff translates to lower prices for you. So my answer to the question is that yes, I somewhat get my money's worth despite the hilariously bad service. And taking into account the aforementioned, I'm able to be more patient and I've found that staff generally aren't rude on purpose. Rather, they are young and are learning and gaining customer service skills and experience respectively. Furthermore, the business model is willing to compromise customer service for productivity and lower prices (similar to how IKEA's business model compromises packaging and assembly for lower prices). Despite the abominable service, Zara remains busy. People are generally willing to tolerate the service issues because of the prices and clothes, and so am I. 2.5 stars read more

I normally love Zara, but this location absolutely stinks. The store is a complete disaster and disorganized is even a bit of an understatement. It's near impossible to find anything and the staff is ridiculously unhelpful. To top it off, they closed the cash register upstairs altogether, so I had to bring my items downstairs, in order to check out. Totally defeats the purpose of having multiple levels and different sections if you're not even going to open up registers. Avoid this location at all costs! read more

Bought a sweater, after wear the first time, found its quality so bad, but cannot be returned. Bad experience, will not buy anymore.

Wow. Everyone else was right about their reviews. The customer service here just straight up sucks. All the workers look depressed and bored, and they definitely don't care about their jobs. Normally I don't really care about service as long as I can buy my clothes, but I've wasted a lot of time here at this location trying to return a jacket that I bought a while back. Their "policy" changes with each different employee every time I come back lol. read more

The store manager is very rude here. I had a return I bought less than 30 days ago with tag and receipt and they would not accept my return because I no longer had that credit card anymore. They ran out of gift cards so there was nothing to do to help me and were so rude & no help. They wouldn't give me cash back or anything. read more

Wow. One of the worst locations i have ever been to. The store is always a mess, lines are too long, and dressing rooms are ALWAYS closed. Not to mention, terrible workers who don't care at all about customer service. Even though I like the clothes, they are not worth such a terrible in-store experience. read more

Visiting the San Diego area, stopped at the Zara UTC location. Nothing different from previous reviews. Fitting rooms closed, long lines..... I'm not sure if they realize, long lines because so many returns... because customers can't try on clothes. This is not rocket science, this is a management issue. read more

Went one morning and found a pair of kids sweatpants that I knew were on sale online and asked the lady at the register if they were ringing up for that sale price since they had no sticker. She argued with me she can't just scan every piece of clothing and that the price on the tag is the price. I told her that I'd really like to buy the pants if they're on sale, and maybe they made a mistake and didn't put the stickers on everything they should have. Again, she repeated herself and said all stickers were on the right clothes, and I had to basically beg her to scan the pants when she already had a scanner in her hands and a line was forming. Sure enough, I was right, and bought the pants. So whoever was working the kids department when you opened on Black Friday... please get out of retail and learn some interpersonal skills. read more

Terrible customer service and return policy. Went in on Saturday and waiting 20 min in line to exchange an earring. When I tried to get the earring out of the package the post broke off. Well I figured it would be a easy exchange little did I know they had to get a manager to approve the exchange. After waiting for her to rudely tell me that they couldn't exchange it because the packaging was torn. That it was written on their receipt as store policy. I looked and the receipt in tiny letters says if a garment tag is not on an item nothing about a accessories. Regardless they told me I needed to contact customer service and they could approve the exchange. By then I was upset and proceeded to go to Zara.com and opened up a chat. The person on the chat asked me endless questions plus asked for pictures! By this time I was just shocked that this company is still in businesses we are talking about a $18 earring that probably cost them .50 to make. After 25 min chatting with this person they said they would have to review my claim and would get back to me! My advice to everyone is to stay away from this business that gives 0 customer service. Spend your hard earned money on a company that actually cares because this one for sure doesn't. Will not be shopping here any longer. read more

I went there and I never felt so bad. One lady who supposedly help at the fitting room. Was mean and rude. I ask her politely to help me out to have different size. She look at me and told me that she can't!! I have to grab it myself. That's was not her job!!! ‍10 min after I saw her helping a lady and bring a shirt for her. So I wonder... was it my Skin tone ?? Have a talk with à manager but guess what... she act like she didn't care. read more

I love Zara and fast fashion. Usually the stores are a bit of a mess, long lines for the dressing room, and prohibitive lines for the register. For whatever reason there's rarely more than one cashier, and women have arm falls of clothing. Zara customer service is always always bad. The employees always can. I have a bad attitude too. Sometimes keeps me from going in any Zara. read more

Tried returning an item i purchased yesterday. Have my American Express receipt you can't return without original receipt. Fine BUT Can't even exchange the item. BOO ZARA read more

I have been shopping at Zara for a long time but will never return to the UTC location. I was doing an exchange and was waiting for a size for a pair of pants by the fitting room. After 20 minutes of waiting nobody cared to follow up. When I asked the sales lady to check she said it was coming with a rude tone. I decided to do a return cause I could not wait any longer. At the cashier I mentioned the situation and cashier did not say a word. Terrible customer service. read more

They only exchange merchandise for a different size or color. If you loose a receipt, you get a gift or if you dont like the clothes you are stuck with them. They should change their policies because probably they are loosing customers. It takes forever to return something. read more

I have never taken the time to write a review but the lady working the dressing rooms with brown hair and bangs and working on 12/20/21 at 5:15 pm was the worst employee I have ever encountered. I did not purchase because of her. She was so rude and should not be working in retail. I stood in like for 20 minutes for the dressing rooms and only 4 dressing rooms were open out of the 20+ rooms. Only 1 person allowed in the dressing room which is bogus. AWFUL read more

Believe the reviews: some people here are very stuck-up, rude and condescending. They have a policy to not have any men in the women's fitting room - which is good! Except THEIR men workers go in and out of the dressing rooms... so the policy seem rather hypocritical. If you go in to help close the curtains for your wife, they will get testy about it and tell you that you have to go , and then their men will continue walking in and out lol. Then if you speak to E*******h about it, she'll give you attitude. read more

This place has the absolute worst customer service I have ever encountered. The workers are incredibly lazy and consistently close the store early. I have never encountered such rude employees. read more

Just close this location. It was 3pm on a Monday and I waited in line for 10 good minutes. The fitting room lady was rude and didn't say a word to me, but at least she was quick and to the point. Shopping here was a tragedy. read more

Store is a mess. Clothes are disorganized. Was in line for 30mins. Only 3 cashiers open. Bunch of workers running around pretending they're working. Stop cleaning up hangers and focus on the huge line forming. One customer stood at the register and her friend kept grabbing clothes from around the store... why is she still shopping when checking out? Their total was nearly $900 so it was a ton of clothes. Ridiculous the cashier allowed this. read more

I had a horrible experience here today. I'd say top 5 worst retail experiences in my 38 years on earth. I think the universe is punishing me for shopping fast fashion. I came to return some shoes. After waiting in line for, I'm not joking, about 45 minutes, the girl assisting me at the counter disappears into the back by the fitting rooms. She comes back and says she can't return one pair because they've been worn and the bottoms are "thrashed." I explain to her that I'd literally tried them on once in the store and once at home with a dress and all tags were in tact. They've never been worn. She starts arguing with me and keeps describing the shoe soles as thrashed. If the bottoms look "thrashed," I bought them that way. Perhaps it's from trying on the shoes in their dirty store. I ask her how I could have worn them with all the tags on. It was actually difficult to get them on my feet with all the tags and strings hanging from them! She gives me a blank stare. She then leaves AGAIN and comes back with an alcohol wipe. She wipes the bottom of the shoe and, of course, it looks spotless because they were never worn! She says she'll return them. Then she argues with me that I don't have the right card to process the return! I assure her I only have one Discover card. She figures out that it's because I used Apple Pay. I seriously felt like every step in this process was an unnecessary struggle. Like she wanted to fight and shame me for returning shoes. Maybe Zara incentivizes it's employees to deny returns? Dealing with a young Zara employee on a power trip is not something I ever want to do again. Sandals are similarly priced at Nordstrom. Do yourself a favor and buy shoes there, where you won't be harassed if they don't work with your outfit. read more

I usually don't write unhappy reviews but I have to... I love Zara, and never had problems at any other stores, but this one at UTC's customer service is not making me happy at all. Most of them are unfriendly, and don't greet customers. I do find many favorites there honestly, but the biggest problem I usually have there is just to make a purchase. I know especially the holiday season gets busy with returns and exchanges, but they take FOREVER for one return/exchange customer. They work SUPER SLOW. I only had to buy a few items, and had to stand in a line for 30minutes. Only a few registers open, loooong lines and tons of employees standing around. Maybe they should have one return/exchange register AND for purchasing only register separately. On top of that, they didn't apologize for the wait, PLUS I got a previous customer's receipt in a bag...Sigh... read more

Bad service...help yourself environment. Employees need training on approach, quality service, and personal appearance.

I want to start off by saying I love Zara clothes. So cute and reasonably priced. BUT... the UTC location is so unorganized. A complete mess. Clothes are everywhere, barely any sizes, the store just looks bad. You still can't use the dressing rooms, long lines. Such a shame because they just need better management and way more inventory. I went to H&M and it was a breath of fresh air. Please Zara, get it together because with Covid restrictions lifting, people want to shop!!! read more

It's a typical Zara... but today we went in, and the store was a mess. There was a cute shirt on the mannequin and no where else in the entire store. Also, no salespeople anywhere on the floor. We quickly removed the shirt, walked up to the front and purchased it. We TOLD the cashier that we had taken it off a mannequin to be considerate, and three Zara employees hiding in the back promptly had a meltdown. One ran out to us demanding to know what mannequin it was (um, the topless one lol), we were lectured to "never do that again, we get in trouble", and told that we just needed to look harder for the shirt. Lo and behold, it was the last shirt, but it turned into a 15 minute lecture from three Zara employees when the whole problem is that they are not helping people ON THE FLOOR. There needs to be a manager making sure that the employees stop hiding in the back and start helping customers. read more

The most trashed, messy, and disorganized store I have ever been to. Rude and smug associates make for an awful shopping experience.

Horrible shopping experience. Terrible service by so-called supervisor, Annie. First of all, I bought several items of clothing and had to stand in a loooong line to check out. Extremely slow service. Then come the real problems: A couple of items of clothing had the wrong price tag! The tags were in euros rather than dollars! When I noticed she was overcharging me, Annie said that happens often as their clothing comes from Spain and is shipped with Europe tags. I explained to her that I felt it was not fair to consumers. She completely ignored me and continued to punch in numbers on her cash register. I felt horrible and then went home to do some research. I found out Zara is being sued because they are overcharging customers. They do this all the time: it's called deceptive business practices. There are many lawsuits, check it out. This is just one: http://www.usmagazine.com/celebrity-style/news/zara-slapped-with-massive-lawsuit-for-alleged-price-spiking-w435871 This place has to change their horrible business practices. Oh! And try returning any of your purchases. BIG HEADACHE! Stay away from Zara! Horrible shopping experience and Annie makes it worse. Not only should they hire nice, friendly and knowledgeable employees, but they should also be honest in their pricing. They have been overcharging people across the United States. read more