My fellow Yelpers are right - the workers at this location are unfriendly and very slow. Although there is a large selection and the store is fairly clean, I was disappointed with my shopping experience today. There was only one person on the register (couldn't catch his name, but he was a bald guy) with at least 5-6 people waiting in line & the guy was so incredibly slow. Was he in his own world and not aware of the line? The cashier's lack of agility was so frustrating I ended up leaving the store and left the piece of clothing I was in line for. All of the workers were unfriendly and unapologetic about the line. It's a shame that a nice store like Zara has workers who are slow and look like they're miserable... which makes our customer experience miserable too. read more

This locations suuuuucks. Reason why: the fitting rooms are always closed due to staffing. In fact their solution was to stand in a 30 minute line, purchase all the items, go to another store inside the mall to try on all the items there, then return any unwanted items (stand in another 30 minute line to return). Note to the GM and the DM, by not staffing your fitting rooms your making staff do double the work at the cash register and making the process extremely inefficient for customers. 90% of the people in line were there to return items! What a joke. read more

Big sale, closed the fitting rooms, and only have two cashiers open with one unable to process returns? Absolutely ridiculous.

It's clearly obvious why all the reviews for this Zara store are befittingly quite horrendous! Cute kids clothes and pretty decent styles for adults but why does the staff have such a chip on their shoulder?! Why the attitude?! Seriously?! I had 2 kids' items from a sale section, I didn't realize the tiny print which read "up to" 40% off. A simple mistake. I simply misread the sign and asked about it and the attitude I got was awfully uncalled for! A female associate at the register next to him interjected and said, "all stores have signs like that, you have to read them!". Pardon me but who on earth rattled your cage and didn't mummy & daddy teach you any manners?! Anyway, I decided not to make the purchase after such an awful encounter and asked for the name of the fella at checkout which I wasn't given and - wait for it - was given his employee number instead... 517252 ??? read more

I don't normally give out bad reviews but this needs to be addressed. My friend did an online return for 3 items and the line wasn't too bad but there was only 1-2 cashiers on 5 registers at the time. A young blonde/brunette female cashier left to go on her break while the line got longer and longer, and one of the cashiers was handling 2 big ikea bags of online returns. A third cashier showed up after a lengthy time had passed to help bring down the line. When the female cashier came back from shopping on the sales floor, her and the second cashier just started chatting it up about her calling out sick soon, possibly getting fired and just talking about really inappropriate things at the cash wrap in front of customers. I was a retail manager for 15+ years and this is basic 101 what not to do. The line eventually went all the way to the store entrance, nobody addressed the line, acknowledged us for waiting and there were team members putting away go backs but nobody hopping out to help kill the line. Where was the manager presence? I worked in retail during the pandemic so I understand having the fitting rooms closed, the store looking like a mess and being understaffed but it was hard not to address the staff on their inappropriate conversations and just an acknowledgment to the people waiting in line who were a. Purchasing and b. Doing returns. This is something that is within control to handle. A 4th cashier finally hopped on and was like oh damn and the 2nd cashier was like yeah, i think the line is to the front. If you are aware of that, why didn't anyone asked for more help at the cash wrap? Obviously there were team members with cashier capabilities that could assist. The team needs to be retrained, communicate better or just clean house. The 3rd cashier helped us and he was way more professional than any of the cashiers present. This was after 6pm on Friday July 22nd. read more

Went here on a Saturday afternoon, but the store was surprisingly not too crowded. I went in, on the search for a pair of brown wide legged jeans, but the only sizes I could find were 4 and up. Being 5'3", I had little hope of having a size 4 fit me, but off I went to the fitting rooms anyway with the size 4 and two other pairs of pants. One of the workers told me to go into any of the fitting rooms (the rooms were okay but I didn't really like how it was curtained). After I stepped out of the fitting room, the same worker asked me if I needed help with anything. I asked her if there were any smaller sizes, and she helped me check out the stock in all the SF locations (but none at Stones). In the end, I decided to not get the pants even after she pointed out that the pants were on sale, which I wouldn't have known if she hadn't. TLDR: decent customer service, smaller variety and stock than expected read more

I love the affordability and variety of their clothes but their customer service and return policy sucks.

Randomly closed at 5pm just because. Business hours advertised on their page for the day were 11am- 8pm. They did not let me in for a quick return even though the door was still open when I arrived... Good luck if you decide to go there...you might or might NOT find it open during (supposedly) operational hours! read more

Don't ever expect to try things on at this Zara. The fitting rooms are ALWAYS closed. 2 stars though because the selection of clothing is nice. But I end up not buying things because I'd like to try it on before I buy it. Otherwise... I could just do this online if I'm not even able to try it on here. read more

They had a good selection. Employees were neutral. Only complaint was the line was so long to the front of the store by the entrance.

Dear Zara , Is your business so great now that you are turning away customers? Was at the store today and saw a jacket on a mannequin in the front. After finally getting a staff member to speak to me she didn't know if the item was in stock, didn't know what the item nimber was, refused to take it off the mannequin, refused to call me when the item will eventually be taken off the mannequin!!!! OMG! Really? I'll get in touch with your North American headquarters and see how they like this story of customer service!!! read more

I love Zara. I buy online and in store for years. I spend thousand of dollars each year. I know their return policy both online and i store. I mostly shop from Wesfield zara sf and Zara at Union Square. Always have good experience in both branches. Even online customer service is good. But Zara Stonestown customer service is worst. I had 2 bad experiences at this location and would never return to this branch again period. Kenny the manager who refused to give me his last name is so rude, doesnt want to listen to a customer he just says what he wants to say. I was returning some items from sale in store and online. One item i didnt have the receipt so asked for a store credit amd for the current price he refused. He didnt let me explain anything. When i wanted to explain more he called for the next customer. I dislike this kind of attitude and disprespect to a loyal customer. read more

One star goes to their customer service due to the two negative experiences that I've had here recently. I usually do most of my shopping online and then either return/exchange whatever I don't like. With that being said, I decided to return a pair of pants to the store because I ordered them online and they didn't sit well on me. Their store manager wouldn't take it and told me that online purchases have to be sent back to the warehouse. He mentioned that their store policy has changed and they can no longer accept online returns in store which is absolutely ridiculous. I just came here yesterday to exchange a sweater that I got as a gift since it was too small. The tags were attached the item was in perfect condition. Once again, they wouldn't give me store credit or let me exchange the item for no apparent reason. I went to the downtown location shortly after and not only did they take back the pants but they also gave me store credit for the sweater. Will definitely be avoiding this location in the future. read more

This is the best Zara location in the San Francisco area. It's not as crowded as the others, its large and spacious and much more organized than the others. The customer service here is average and is similar to all Zara locations. However, the overall shopping experience at this location is good. Its a nice Zara to shop at. read more

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I loved Zara.... until I came into this location. Worst customer service! After waiting in line, the cashier had the nerve to tell me she can't help me with my return and to come back tomorrow. Her excuse - "we're busy." After working in retail for 10+ years I knew this only meant one thing - she did not want to help me. I almost lost it. If it wasn't for the other cashier that heard her coworker and offer to help me I would've thrown a fit. It's experiences like this that close down stores. I'd pay extra to shop online to avoid incompetent people who don't "work" for their paycheck. read more

I read the reviews before coming here and kinda shocked. Customer service was great for me, even during the annual summer sale when the place looks like a mess. I was in and out really quick (making a return). The bald man was nice and efficient. Please note that when making returns, they also add the anti theft tags to your returns so it might take a little longer than expected. Didn't really matter to me though, it was a pretty smooth transaction and didn't get any bad service like these other folks. read more

Same good experiences today! Thank you to the guy who helped me to find white blazer! Everyone was professional and helpful. My favorite place to go if I want to purchase from Zara. read more

I buy most of my clothes at this store and in must locations I have a positive experience. I am giving this store 2 stars because the cloth that they sold me were ripped 2 out of 4 times that I visit is there. I think that that is something that needs to be checked by the employees before presenting the cloth out for sale. read more

In response to Minna O. Since I cant find my response to you. Here it goes. Your first comment was "They are nice enough to let you stay without a mask." And that you were there when this happened and half of what I said is not true. First, never did I go anywhere without a mask. Maybe you are talking about a different incident which means this has been happening. Secondly, if you were really there you should know that it was just 1 lady in front of us who was just as lost as we were. Thirdly, a sanitizer dispenser is not a clear mark on where to start the line as it is everywhere. And if so, the employee could have just explained it in a nice way instead of showing attitude. I def agree that covid caused labor shortage and that we should be nicer to other people, but it goes both ways dear. I was not complaining about things they couldnt control. His attitude is the problem here. read more

Horrible customer service. Fitting room closed on a weekday?!?! I asked who the manager was. Manager said they were short staffed and fitting room would open at 1:30 pm. It was 11:30 am!!! She said the fitting room needed to be cleared out of clothes first. No apology. Now I worked in retail for MANY years and typically, all fitting rooms are cleared and cleaned BEFORE THE STORE OPENS FOR BUSINESS! So I told the manager, "That means I have to purchase my items and then return them if I don't like them??" She said, "You can do that if you want." That was her response! But, that's exactly what I did! I waited in the long line; purchased my Zara items (without trying them on, of course); went upstairs to EXPRESS to try my Zara clothing on in THEIR fitting room - didn't like anything; and promptly went back downstairs to return everything at Zara....despite having to wait in another LONG LINE OF CUSTOMERS - but I was in no rush. I had the time. The lifeless, insipid, sour CASHIER took her time to put the security tag on EACH AND EVERY ONE of my pieces of clothing - (retaliation I'm sure because I was pissed about the fitting room being closed!) But I had all the time in the world....SHE was the one with the LONG LINE. read more

Only thing worst than their latest designs and quality is their phone support. Had to shop there because I had a gift card and ordered something for store pick up, 2 weeks later and still no update. Called the customer service line and it was a joke. Tried the Online chat and they said they will "escalate" the issue and call me back, which basically means that no one has a clue. read more

Zara - Apparently Zara does not ship with tracking numbers and are "not clear" with what happened to my order - Women's Clothing Near Me - San Francisco, California

i needed to refund a denim that didn't fit me, and the cashier make with red hair refused my return. he said i exceeded 30 days which i did, but on the e receipt it says the last day t return was dec 30 because of the holiday season. that day i came in the store was friday dec 30, still declined my return. read more

I love Zara. Shopping here. Not so much. The workers just don't care. I came to make an exchange and I asked three people where certain items were so I can exchange for another size. Staff just pointed and said, "it's over on that table." Well, can you come show me?!? After wandering the store for 30 minutes, I finally find all the sizes and am ready to check out. After standing in line for 20min while one poor, bald guy is checking people out, another girl arrives to help. This girl tells me I grabbed a wrong item and that I should go back on the floor and find the correct one so I can exchange it. I just lost my shit and returned everything. I guess I'm asking too much for some basic customer service. read more

We spent 20 minutes in line to buy some thing and then they tell you the item is blocked and they cannot sell it to you. What kind of big corporate BS is that? read more

Horrible experience. I think it's coming from the top of the company down, but the customer service is one of the worst experience I've ever had. Apparently it's company policy to not issue returns for an item without the paper receipt, even if you have the electronic record, tags still on the item and order number. read more

Zara took forever to open in this location. So when they finally opened this fall, my friends and I were so excited. The store is pretty big, and has 4 sections. The Men's store does not connect to the main store, you have to go outside and walk into another entrance to access the men's. The main store has Kids, babies, and women's which all connect. Maybe i've changed but i feel the style doesn't really fit my style anymore. I do find their baby collection to be very cute. The one problem i have with this store are their employees. Do they know how to smile or greet anyone? They all seem so grumpy and unhappy at their jobs. I would prefer to shop at their website instead of dealing with their customer service in the store. read more

This location is just hugh they have a very big selection of nice clothing for both men and women. I've just been there a couple of days ago. When it comes to customer service they can definitely requires some work I felt as if there is no staff in the store. And saw other people who were searching for assistance. read more

Zara sends out defective merchandise and makes it impossible to do an exchange / return. The customer service is basically nonexistent. If you try it on in store, make sure there are no issues with the item, and love it, you're probably fine but steer clear of buying anything from zara.com The employees at this location were sympathetic that zara.com sent out a broken bag but were totally unhelpful even though we were told we could do the exchange at that location - a massive waste of time. read more

I came to the store to return two items. Instead, I was CHARGED instead of receiving my credit back. I was charged twice for the items I don't even have. It was my fault on my end for not double checking the receipt but are their employees not getting commissioned enough that's why they're scamming customers? I called the Zara store to informed what happened. I asked to speak to a manager and the guy on the phone said the manager is out on lunch. It's 4:52pm. I asked for the guy's name on the phone and he said that he's not allowed to give out his name. This Zara store is out here to scam you. Please don't shop here. read more

Worse customer service I've ever experienced. Long line because system was down but didn't tell customers it was down until a customer that was paying noted to tell other customers that it was down. Waited in line for 30-40 minutes just to be notified that card will not be likely to go through and cash only. Extremely short staffed and current staff needs to go through better training. read more

For Zara Men's only - rude customer service from bald guy with Avengers tattoo on arm. He visibly and audibly did not want to be there. Sarcastic comments to me, cursed under his breath and was sighing loudly the whole time he processed my return. Pretty big theatrics for there being no one else in the store. I came in with a women's return during sale (know, minus one for my credibility because who does that? But the girls at regular Zara were very busy and have a lot more on their plate than Zara men's which was *silent*). Coming from the retail world, I know doing returns isn't the most exciting thing in the world, but if my bare minimum is as forgiving as it is, this is a problem. Hope the dude finds a job he doesn't visibly hate (or alternatively, management addresses the issues that are causing the dude to hate his job so much). read more

Came by today to check out their sale. I went to check these pair of jeans and out of nowhere, a young worker who was folding by me was so frustrated then spoke loudly saying, "OH MAH GOD BRUH". Walked around across me, probably staring me down, then walked right by me and threw a pile of clothes by the jeans I was looking at. I felt SO UNCOMFORTABLE and felt like you were going to attack me. I used to work retail and I understand for myself, but I tried to be polite by not messing up the area you just folded. If you hate your job leave, ACTUALLY you should get fired. read more

I like Zara, but have had some mixed experiences here. Today I went to the store at 7, browsed, and then had 5 items I wanted to try on. I stood next to the fitting room by a sign that said "fitting rooms open, up to 10 items." So I waited, and waited. People from inside the fitting store passed me on their way out. An employee looked at me, made eye contact, then walked away. Then a second employee did the same. I totally understand them closing the fitting room at 7:30, but I wish they would have said something as simple as "Sorry, the fitting room is closed!" Instead of repeatedly looking at me then ignoring me. I ended up going back to where I got each item and replacing it, because I wasn't going to buy jeans without knowing how they fit. read more

My daughter loves Zara and usually I don't have a problem in store or with doing any returns . The last time I returned something on the day of the 30 day window, cashier was super nice and took care of us. Just like everyone said ,it's hard buying online and not trying on before buying so that's why all returns are happening. Today , I had the worse customer service ever. Apparently, I am not suppose to return something with receipt and Apple Pay card if it's not the same card on same phone . I was returning for my daughter. Her card is on My phone . I even called and asked before heading in. I understand if policy doesn't allow it , I'm not upset with that. It was the way the cashier rolled his eyes , and made sarcastic comments. He was training someone on the side and when she asked for explanation on why refund can't be given , his answer was rolling his eyes and said I'm explain later . Like i was too big of a trouble to deal with and he just needs to get me out of the way. He shouldn't be working in the front and he shouldn't be training someone with that attitude . I also called up Zara customer service number to put in a complain because never in my life have I felt this crappy leaving. He made it look like I stole the stuff that I'm returning. This incident happened this am at 1130 am read more

Because the men's Zara store in Stonestown sees less traffic than the other stores in SF, it is usually cleaner, better organized, and easier to shop. I do wish it carried a larger inventory, but it's also a smaller store. Looking over the one-star reviews for this store makes me wonder what those reviewers are up to. Demanding full-price returns for items bought on sale, returns without receipts, and returns after the return period. Also, how do you accuse a store of selling you clothes with tears in them when you would have tried them on and inspected them before you bought them? Dubious to say the least. read more

Ernesto thoroughly helped me for a good hour assisting me with a blazer that was sold out in numerous locations but we were able to find the right size and fit for me before my holiday party this Friday. He is a professional and provided me with excellent customer service. Outstanding customer service and help! You are lucky if you get to work with this man! Thank you so much! read more

In response to Jaymee F. I think it was you I also saw the lady but she didn't feel the need to mention something to be hurtful. I maybe am over critically about how the mask should be worn. It was just shocking to see a incident that could've been avoided easily. You should always be mindful even if you feel you've been wronged or tired, being hurtful back does not make it right. Yes I agree attitude goes both ways as you should always treat the employees how you want to be treated, instead of an outburst to put signs for the line. There is a nicer way to give a suggestion and probably would've made the situation lighter and probably would've had a better experience as the employee probably felt attacked just doing their job. This is something that could've been avoided starting with kindness first by setting the mood to non-hostile vibe. As this was many days ago I hope that you can move on and continue shopping at that location or find a store that will put your emotions before store guidelines. They are tired hard working people too during this unfortunate time not just employees. Please treat people how you want to be treated and things will probably lighten for you as well. Not trying to push buttons but it was just an avoidable situation. " read more

Beyond rude and incompetent staff! If I wasn't in desperate need of work clothes I wouldn't have bought anything. If the staff is that unhappy maybe it's time to change jobs.... I will never come back here again. read more

I'm usually fine going to this Zara, but I do wish they had a sign for in-store pickup. I waited in line for a bit before being told I needed to be in the men's storefront. I felt the male employee working at the cash register was a bit off putting in conveying this information, as if I'm supposed to know. Trust me, if I did, I wouldn't have lined up for 10 minutes. read more

Zara is my favor store to shop with . But their customer really need to improve. Came heren to buy a shirt today and the cashier name (Richard?) He's so mean . When he checking out my Item he's rolling his eyes . I don't know if this guy having a bad day here or what . Please be friendly !!! Just quit the job please!! read more