I had purchased items for Christmas for family. I ordered mid November for Christmas. I have e ticket receipt since I ordered on line. Some of the items did not fit so they wanted to exchange. ZARA would not honor because they have 30 day policy. These were Christmas items with tags and receipt. Most stores will extend for holidays since Christmas is on 12/25. So I would highly recommend not to do any holiday shopping at ZARA. This is bad service for customers. Very disappointing. read more

They don't even answer their phone. Was letting it ring for 10 minutes thinking it might be a hold. But nope. It went silent and still no one picked up. Tried this twice read more

Sad to say what an awful experience today was. Taller African American boy working there with his disgusting entitled attitude. He cursed at us for standing outside the fitting room instead of saying women can't be in the fitting room. He looked like he was drenched in envy and jealousy as he looked us up and down and lost his composure. Shout out to amari for stepping in and diffusing the situation or else it was about to go to another level of professionalism. No seasonal Zara employee has the right to disrespect a customer. read more

I've always had a good experience at zara and the employees there have always been polite to me and helped me as much as they can despite how crazy busy it is there. However, today I had an interaction with one that left me feeling stupid and such an inconvenience when I left. I saw that there were two lines, one for purchases and one for returns/exchanges. I went to the purchases line because I completely forgot that I had something to return and it slipped my mind until I got to the cash register and saw the bag in my hand. I understand that this is an inconvenience for the employees and that there is a reason for these two lines which is why I asked "is it okay if I have something to return?" and I was willing to go back in line to wait if it was going to be an inconvenience. However, the employee who was checking me out gave me a look and told me in such a rude way "I can do it but just know there is a line for returns and exchanges and it is unfair to the rest who actually waited in line for it and you didn't" which I COMPLETELY understand but why say it in such a rude way and with an attitude? I just told her it's bc I have something to purchase and I figured it would be okay and not that I forgot bc I thought it would've sounded unbelievable and I was already so nervous for being in the wrong line. She then started checking my stuff out then turned to her coworker and said in a loud voice "please make sure people are actually in the right line" right in front of me as she was checking me out! I was so embarrassed at this point but I continued to stay quiet bc I did not want to cause anything. She also did not put the clothes in the bag after she scanned them and I had to do that myself. There were SO many other things she did that were just plain rude and disrespectful that will make this already long review longer. I have her name but I will not be saying here for safety reasons but I would very much like to file a complaint against her to her management, so I hope someone can get back to me on this. This is NOT good customer service and no one should have felt the way I did for a simple mistake. I should not have felt like crying when I left this store. I hope to hear back from someone soon. read more

Usually messy. And the men's department smells like gross bathroom by the registers. Still shop there. But the Carlsbad one is bigger and nicer. But only cuz it's newer. read more

Every time I go to this store I've had horrible customer service. The employees look miserable and like they don't want to be there. They are not welcoming or helpful at all. I have been several times and has the same experience but today just was the last straw. I went to try on some clothes and the employee assisting the fitting room had a horrible attitude and treated me like if I was a bother to him. I tried on some clothes and when I got out he said I'll take those without me even motioning or signaling to him that I wasn't going to take them. Then I came back to try on more clothes and he acted once again like I was annoying him or something. When I left that 2nd tjne he told me in every rude way to just put the clothes on a counter. The employees don't even wear name tags which is unprofessional with store of this level. So I can't even say what his name is. He has curly hair and was working today 11/30 at the fitting rooms around 12 30. Very disappointing how this store does not care about making their customers feel welcomed and have a positive attitude. Will be making a longer drive to the La Jolla location from now on. read more

One of the worst customer service and worst manager his name is Roberto in my life I never bought from Zara but It was my first time Bc my friends told me and the I got one Jeans the worst I know my size I took my size When I got home I try it it was small when I did return Roberto said I'm gonna take it back I said why ur not he said I don't care I'm not gonna get it back I took him can I talk to ur manager he said don't worry about manager I'm the manager do u have something els wtf... he was so rude how come he got that title read more

Unfortunately I understand why this store has poor reviews. I had a purchased pants from the men section as a Christmas present for my boyfriend and had tried to return them at the UTC location but had misplaced my receipt. After tearing my receipt book apart, I found my receipt and it was now a month and a half since I purchased the pants originally. I went to the fashion valley location since this is closer to where I live, to return the pants. The manager, Akseuiya, heard my situation and would not budge on the return policy after I asked kindly for them to return the funds back to my card. She was extremely cold and blunt. I expressed that I understand they have a policy but I was hoping they could make a policy exception as a courtesy to make a happy customer. I understand that a policy exception can be made for anything, as I work in customer service as well. After asking politely a few times I was forced to take the store credit which I was really displeased about because after that experience I won't be spending my money at this store. The manager could have gladly turned this around as easily as putting the $25 back on my card. My experience was extremely poor. read more

never recommend zara in fashion valley!!! customer service - 1 star politeness - 1 star respectful - 1 star knowledge - 1 star sales personal - 1 star helpful -1 star professionalisms - 1 star manager # 1 ( she )- 1 star manager #2 ( he )- 1 star group of rude, impolite, dilettantes! read more

Don't even think about buying there. Customer service is worst in industry. Their staff is unprofessional and rude. They simply don't care about the problem you ask them help you with. Totally echo the negative reports below on customer service. Really surprised how they can get along with this behavior and stay in business. I certainly never go back there again. read more

I like that store but hit or miss on shoes, I found a pair of shoes that were IT but rhinestones we're missing so I ask a sales associate they search their system to see if they have another pair and she had said they do have an item once u wait for around 20 mins the same associate comes and tell u the warehouse is too big and sorry they can't locate the item she and went walked away to ring the next customer up like wth nice customer service guys read more

I would like to start off by saying, my outfits matter a lot to me. I was beyond impressed with the coworkers here. One of the lady's who was helping me went out of her way to find me the right top. I felt super bad to make her look for a certain turtleneck shirt, however she insisted I accept her help. I was treated so well, I do not know of a better way I could have been treated. I thank the employees for their kind and hard work. I still love the top they helped me find, it is one of my favorites. This Zara is well maintained and stocked on anything you need. read more

Looking for runway inspired, great quality, and functional clothing at affordable prices? Zara is your answer! Great service and beautiful clothes, what more can a girl ask for?! This particular location has Women's (2nd floor), Men's (1st floor), and Kid's (1st floor toward the back behind Men's). For those who have not worked in the fashion retail world, I can see why you would think you might not be getting the attention you want in a store like this. Like any other business, when it's busy--each associate is helping 2-5 guests (no joke) at a time. If you haven't noticed, associates are ZONED and they are required to STAY in their zones to ensure sufficient floor coverage and for LOSS PREVENTION reasons as well. Associates zoned at the fitting rooms, STAY in the fitting rooms, cashiers have the SAME uniform and STAY behind the counters. The perception may be bad but just understand that there are differences between: associates, cashiers, visual merchandisers, etc. but they ALL wear the EXACT uniform. So you may see an available floor associate while a line is building at the cash register, there are only so many actual CASHIERS scheduled for the day so don't assume that everyone else is lazy and not doing their job because they are. They all just have different, specific tasks assigned to them. Be kind people. Retail isn't easy and it's draining having sloppy customers who expect someone to clean up their fitting room of 30+ items (even though the limit is 6 items if I remember correctly). This is a "boutique-style" fashion retailer, they only display ONE or 2 at most of each size. So if someone is trying it on and they don't get it back to the floor ASAP then they lose out on sales because another guest assumes that since it's not on the floor it must not be in stock. So, be mindful when you start to complain about the limit of how many items you can take in the room. Glance at the table and the racks in the room---see the piles of clothes? The poor associates need to process the clothing. HANGING or FOLDED? DOES IT HAVE THE RIGHT HANGER?--Blazer? Thin? Pant? IS IT IN BASIC, WOMAN, OR TRAFALUC? etc. It's tons more complicated than it looks. Speaking of fitting rooms: Bring ALL your fliipin' clothes out NEATLY for Pete's sake, stop leaving it piled up on THE FLOOR smashed in a corner. Dayum gurl, go bury your bone somewhere else. Also, don't think the people who work here are there for the discount and could careless about guests. The employee discount isn't great, it's only 15%. They are there because they genuinely love fashion and are more willing to help you find exactly what you need because there are so many fashion savvy people there who really care. Before you judge, get to know them and be a little more empathetic because I've met some of the sweetest people I've ever met in THIS store alone. That goes for ALL retail companies people, these are business and this is how they need to function to be successful. On the other hand, if someone flat out gives you an attitude or is straight up disrespectful then forget them. There's one at EVERY BUSINESS. C'est la vie. Just a little food for thought and hopefully a little more perspective from a former fashion retail worker. Zara will always be #1 in my book. read more

I could give them zero star if i could! Staff is extremely rude and especially that African skinny guy is the worst them all. I love buying zara clothes since they are stylish however this African dude gives me and other people hard time all the time and i don't like being treated that way! He is having no hesitations to push you away while he is passing by and not even saying excuse me. When you ask a question he is just giving you another bs response as like he is not working at this store. If the management reads this, they need to get serious actions on their employees starting with this guy. read more

What is going on with this place they hire staff who are incompetent, they don't know what they are doing, they ask if they can place your clothes in a dressing room then they lose it and don't know who took it!! So you have to go look for the things you found as you were browsing the store, this is such a joke and I don't think i will be come back, you are better off going to Forever 21 at least they know what they are doing!!! You ask them their opinion on an outfit and they say, "I don't know", they hire people who don't even have a fashion sense. read more

If I can give this location negative stars, I would. This is probably the worst customer service I've ever received, but honestly what can I expect? Their price points are high, so the employees probably think highly of theirselves anyways. I'd probably settle for average customer service here, but I don't even get that here. The employees watch you like a hawk, or throw you dirty looks. Half of the time they ignore you and don't even acknowledge you. I came in a few times to buy my boyfriend clothes, and I usually carry a bunch of pieces, and not once do they ask if I'm doing ok, or even speak to me; yet they'll speak to everyone else walking in. I don't know if it's a racial thing, or if they just pick and choose who to talk to. It's never a great experience here. Next time I'll take my business else where. read more

I would give the store and merchandise 5 stars, were it not for the rude and lazy staff. As expected of Zara, the merchandise was reasonably priced, very trendy, and the quality is good given the price point. The layout of the store was not overwhelming and it was fairly organized given the chaos in the store. The sales associates on the other hand, are a totally different story. On the two occasions I've been in there, the sales associates on the floor have been pretty disinterested in helping, though the girls in the fitting room were more helpful and tried to help me track something down. As self-interested as they seemed, you would think that they would also put in a little more effort into their appearance, aside from throwing on the standard issue black blazer. The cashiers seemed more interested in carrying on their conversations than actually ringing up my purchase. I recently called to try to find an item that was sold out online, and the sales associate refused to even look for it without a reference number. Thankfully, Zara's customer service line was not as lazy and they located the reference number for me even though it was not on their website. From now on, I'll probably do my shopping online and only deal with the store when I need to do returns and exchanges. read more

Terrible awful service. I bought a hat here YESTERDAY... turns out it doesn't fit on my head the way I like it to so I come back next day (today) with the receipt, tags, and unworn hat, and even the bag why shouldn't the hat be returned? I mean I have everything and it wasn't used? The guy at the front was returning my hat and the manager comes out of no where and doesn't let him return it to me. I guess they were low on sales and the manager didn't wanna take returns? So now I'm here in the front of the mall writing this negative review. I am a Zara customer I come here a lot so this is not good for business. I guess I won't be coming to Zara anymore. I will also be contacting corporate. There manager was extremely rude her name akseniya or something. Very bad service. read more

@ ZARA department store! WTF? There are men working in the women's changing rooms, with only curtains that partially close!!! There's a gap that people can see through and mirrors in the changing rooms. This is totally inappropriate. I'll never shop there again. read more

Worst employees ever!less friendly store!!!!!I was looking for the particular kind of pants so when I saw them finally in Zara's window on a mannequin came in to check them out.Holding baby in one hand it wasn't very easy so I asked a shop assistant to check what is the size over there.She didn't even bother herself and said to look for those ones in the other part of the store(hasn't ask if I need a help over there seeing that I'm with baby). I went there.Haven't found anything like this.coming back to her.She had to ask her another colleague what's going on.Found out they don't have this pants anymore.Then I've asked if I can buy those displayed ones.They answered no because this is not in there inventory.WHY THEN YOU ARE DISPLAYING IT?too busy to put the new collection on?well won't bother them anymore) read more

It's unfortunate that Zara, this store in particular, has the worst customer service because the clothes themselves are quite stylish and fashion forward. That said, this review is based on my experience just last week, specifically with an Assistant Manager named Diane. Dreading the after Christmas haul, I reluctantly accompanied my sister down to the mall to make gift returns. We spoke with Diane and explained we needed a refund because the online store had sent the incorrect size. She explained the problem had been happening to shoppers all season long, but instead of issuing the refund she says she cannot do it until she speaks with customer service, which happened to be closed that day. To save time and an extra trip to the mall, we asked if she could just do the refund at her own discretion; it was the stores fault to begin with anyway. And what does Assistant Manager Diane do? She decidedly tells us "No, I will not do the refund until I speak with customer service tomorrow, so you'll just have to come back." We couldn't believe it!! After asking her why she wouldn't, she threatened to have us escorted out by security. Security?!!!!? We eventually asked for corporate's number and went on our way. The next day my sister spoke with customer service. After they profusely apologized for the initial mix up and the way Diane had treated us, they guaranteed we'd have no problem with the return after they spoke with her and the store. My sister and I will never shop Zara, again. Or at least as long as Diane is there. It was the single worst shopping experience I've ever had in my life. read more

Everytime I come in here they never have my size. I always feel like its messy in the store and that there's always clothe lying around everywhere. I just do my shopping online rather than looking through their pile of clothes and not finding my size. read more

What's the point of this review all there employees are rude. I don't recall his name but he was at the fitting room apparently at 8:48pm they close there fitting rooms lol these employees do know their consumers pay their checks lol! Trying on one shirt clearly was a bother to this employee in the men's department. I don't knock retail because I've worked in retails many years ago. Although I've always had a smile on my face. I never Looked miserable and sad. Please re evaluate your job/career as a sales specialist your there to HELP CUSTOMERS NOT TURN THEM AWAY ;) read more

Terrible customer service, all around very rude. Their dressing room curtains don't close all the way so you can see people changing through the mirrors. I tried to help my boyfriend by holding the curtain closed for him because obviously he doesn't want the world looking at him change. The employee working the fitting room at the moment tried to rush me out of there saying it was store policy that I couldn't be there (which I understand) so I asked him if there's any way he can somehow keep the curtain closed and he just replied with "haha no worries no ones taking pictures". I'm sorry but that's bullsh*t. Damn weirdos working here read more

I love Zara clothes, I love the prices, and I love the spacious show room. The store is very well done. It is very easy to navigate through sections oc the store as they are very organized. They always have all thd sizes available and sorted. The staff however is indeed not very helpfull and most of thd staff in the men's section are homosexual men. I do not see how they could be useful or helpful to me. They really need to blend it up a little with some straight personnel. If I have a question or simply just want to get someone's opinion about a garment I would rather hear a girl's or another straight guy's opinion. Do not get it twisted, I love gay people, I have a lot of gay friends. But when I shop for clothes I really need to be able to get an objective opinion from a straight man. read more

I love this place!...but the employees are horrible I didn't get greeted for about 15 min and when I did it was a simple "hi" unfortunately I want be back I definitely told my friends about my experience at Zara and they'll probably boycott it as well. Sucks to suck when a person that hangs and folds clothes for a living has to treat others like crap. read more

I had a very unfortunate unprofessional experience at the store Zara today. I purchased a 2 piece knit sold separately. The damaged quality of the knit was obvious the first time I wore it. The new pants started to pill. When I went to return the damaged outfit I did not have the physical receipt with me, but I offered to show them a copy of proof of purchase which I had printed off my phone. They weren't interested in seeing it. After a humiliating confrontation in front of customers with the manager Celeste, who I believe was trying to fat shame me, PS I weigh 135 pounds. She agreed to only make an exchange for the pants. When I explained that the same thing was going to happen on the top because it's the same fabric , she said she wouldn't do anything. I then proceeded to shop the store and pick out an outfit that happened to have been more then my credit. They wouldn't allow me to purchase the new outfit because it wasn't the exact amount, it was more $. Yes you read that correctly. I then proceeded to call customer service. I wasted another 25 minutes speaking to two different people , they said they are not responsible for damage goods that the store sells without a receipt. I'm very disappointed that a company as large as yours does not consider the customer important. read more

The manager is no mean!!!! No wonder people complain about customer service; no tone at the top! Zara needs to change management!

Zara online: i ordered a pair of shoes and i received the email starting they were being shipped however i never got the tracking link. I waited and waited, called customer service and they were unhelful, rude and one rep even pretended she got a supervisor in line for me and kept me waiting 40 minutes. Well story short 2 weeks after a rep sent a replacement of the order they messed up in the first place. After i received the order i immediately returned in store and its been 6 days and i have yet to see my refund. The store also has the worst customer service. I have an update on my online refund: they fraud their buyers by returning only the actual cost of the item but not the tax. Im filing a bank dispute because they only refunded partial and i didnt even pay shipping.So beware of online purchases read more

i am a HUGE zara fan but am insanely disappointed at their customer service. i bought $400 worth of clothes on Tues using a $100 gift card. i even brought a friend and introduced him to Zaras. he spent another $450. long story short, the cashier neglected to put the receipt in my bag. i have been calling since i noticed tue, all day wed but no one answers. i can to the store wed 515pm to find out they closed at 5pm. can again thur only to be told they will not let me return the clothes without a receipt. they wont even give store credit. i have 4 items to return but they refuse to help. THIS IS VERY UNFAIR! read more

Love this store for up to the minute trends and dupes for higher end designer pieces. I recently had a defective item and am truly flabbergasted by the INCOMPETENT staff. I had stopped by and showed my item and the store manager/supervisor Erica Marinkovich indicated that she would call me because they could not find the skew number. A week later i have not heard from her and after calling the mission valley store was alerted that she did not leave notes. I had to rehash the whole event and same problem, They couldn't find the skew. The store is being run by pretty bimbos with vey little if any experience in problem resolution. If Zara could match their customer service with the aesthetic of their product they would be a sure winner. As it is... They sell dupes of high end stuff and have the service to match. read more

Wow. I went to Zara's on opening day. Great addition to Fashion Valley. The clothes are beautiful, reasonable prices, staff is attentive and I don't think they could have done a better job. I purchased a leather bag for my mac book, and a beautiful black leather jacket. Also, the baby and children's section is wonderful. If you need a baby gift, head on over there. Thank you Zara, for opening a store in San Diego. By the way, the website is great too. A very welcome addition to the mall. read more

i usually don't complain about customer service having worked my way through college thanks to the grind known as retail. but this store is just ridiculous. i ve visited their chains in new york, mexico city and l.a. before and was satisfied with the service. i even drove to la prior to the opening of the fashion store just to purchase a three hundred dollar coat. two days ago i visited fashion and bought on a whim two pairs of clearance pants with the intention of returning one of them. the cashiers were beyond rude, never acknowledging me and keeping a lengthy conversation behind the counter. after trying them on one didn't fit, so i went in to the store today for the return. the cashier asked me if i had washed them, i replied no and she went to the back. coming back with a manager they inform me that i couldn't return them because they were damaged. i explained to them all i did was try them on and now i was bringing them back. i explained to them i have worked retail and that i am not trying to pull a fast one on them. it sounds dramatic i know, but i feel like they made me out to be a criminal. it was humiliating. I ve always loved this store, i was willing to overlook their inflated u.s. prices, but the overall shitty attitude in fashion is idiotic. GET THE F OVER YOURSELVES YOU WORK IN RETAIL, AND YES I AM BITTER. read more

Thank goodness the sales associates had their happy faces on today, because boy oh boy last week they all appeared to be pms'ing & I get it "it was busy & close to Christmas" but still that's to be anticipated during the holiday season. Anywho today everyone was helpful & the selection was well organized & the line moved much quicker during check out, opposed to last weeks snail pace. read more

Wors customer service experience !i never thought ZARA does have that bad customer service but thats true they don't (whole team in Zara)representative Zara to us truly.yesterday i went for exchange even in my first world the manager made me shut up and started to talking about their exchange policy.i already know what is your policy i just wanted you to help to me as a manager.whatever!i told him that shirt now useless waste of money because you don't wanna help me and he was saying "DONETE IT"are you kidding me.it was speechless moment for me.how you dare as a manager tell this to your customers. Also another thing whenever i go to that location all mess in everywhere.all clothes in the ground.Nobody seeing it!nobody take care the store!Never spend money in that store again! read more

I came in here looking for a belt. The person checking out told me to talk to the people in the back. The person in the back said all they had was on the floor. I had already checked the entire floor and there were none. So then I ended up walking around the store with the girl from the back to find something I already knew didnt exist. The next time I come back I see zara playing a video that anything they dont have can be ordered. Maybe zara should inform their staff about that... read more

No returns without a receipt .. Even if the tags are on and you used a credit card to buy. They save no information in their computers. Really? I bought the item a day prior.. They made no effort to offer any other option other than to tell me "too bad". "Sorry." Seems ridiculous to me... read more

Worst service ever...wait in line forever and when I get to the register, they tell me I have to go to the kids dept to pay in cash?!? The manager standing by the side directs me where to go. If you knew about customer service, you'd walk me there and ring me up. Instead, I wait in line again...forever. Seriously?!? read more

Very weak and slow customer service. Decent stock items. Management need to work with their employees to facilitate better customer service especially during busy weekends.Why bother with a purchase when each cashier takes approximately 15 min per customer? Their items are not worth the wait. 40 minutes wait to get in front of a cashier? SERIOUSLY!!!??? Poor, poor customer service.. read more

Worst customer every time I come here. They are horrible here. Forget trying to return anything. They are rude, unhelpful, and unprofessional read more