I bought my normal size jeans online (that I usually wear at other stores), and they were at least two sizes too small. Zara doesn't provide any reviews so that we know if an item is true to size. Now I have to pay to return them. I chatted with someone online and they were less than accommodating after I explained the situation. I will not be purchasing from them again. read more

It was a long return line at level 2 of the mall but I don't have any problem with waiting. I was helped by a nice and friendly guy. He was trying to be as fast as possible. Maybe i was the lucky one. If you don't want to wait, just spend 5$ to ship the package to them read more

I don't know where I can comment on your staff behaviour. After standing for one hour in line to return and exchange an item, today 1/30/25 at around 2pm pst. The person by the register upon my comment regarding waiting too long said she doesn't have to serve me as I made comments to her and I can go to kids area for return and stand in line more. Valley fair has the worse service Zara. Any one knows how to get hold of a manager. I have been to other Zara's, none are this way. read more

I came to the zara today and had to do a return and the manager was so mean and rude for no reasons ,his name is Gonzales and has zero manners and not professional !He treats customers like trash and he thinks he is better than anyone else ,needs to be fired and reported ASAP!! read more

The Valley Fair San Jose store is the worst customer service . The line for exchange or return is always long with one cashier no matter the day or time . The purchase line is open no wait . read more

If Zara sold its entire collection in stores, I would never order online to avoid the hassle of returning items. This store has awful and terrible customer service, no matter the situation. I recently went to return some online orders with my toddler and infant in tow on a *weekday at 12 PM.* Despite it being a less busy time, I waited for 50 minutes because only one counter was open. After some other women and I voiced our frustrations, security arrived quickly, as if we, moms, were causing trouble instead of simply waiting for hours with our kids. After that experience, I went back on Monday around 3 PM to return the rest of the items, as I didn't want to keep them. As someone else had mentioned in reviews, I was told to come back another day at 10 AM. This time, I waited in line for 35 minutes. The store manager saw my fussy toddler and crying baby in the stroller but did nothing, simply suggesting I return the items by mail. Seriously? I already paid a shipping fee to order discounted items, and now I'm expected to pay another fee to send them back--equal to half the cost of the items? I will never shop at Zara again after these experiences! read more

Unfortunately there is no zero star option. Today zara lost two 7 year customers. This location is filled with incompetent management for thier operations. Manager name is Stephanie. After waited 35 mins to make a one item $35 return, the manager rejected our return because it was outside of the 30 day ship date. Our receipt shows we receive rhe item wxactly 30 days ago. As a business if you can't be flexible, i dont know how you can survive. The manager is eyeballing the situation. Looked at the receipt and determined that nope it has to be exactly 30 days from ship date evn though we have not receive the item on time. You just dont do that to your customers, especially waited in line for more than 30 minutes for a tiny return. This review is pieey about this store management level. My wife left the store by saying, i will never buy somethibg from zara again. Sad way to lose not one but both loyal customer who spend an average of 2-3k at your store annually. We are not big customer but how many of "us" can you lose before you wave your white flag in this industry? read more

Worse service. I was a couple days late from returning a package in perfect shape and they wouldn't let me refund. I also hated the shoes. This really is a bad place to shop. read more

My first time at Zara. I got a gift and would like to exchange a different size. The return and exchange line wrapped around the store. I decided to go back the next day early. I was there 10 mins. after the store was opened. The line was again wrapped around the store. Sunday morning, which is the only day I am off of work, got the store 1/2 an hour early to be able to exchange. I will never shop at this store again. It appears they punish you for returning and/or exchange. Poor service. read more

Messy store, unhelpful employees, ridiculous lines--I don't even know why I bother. Shop online and send your returns back by mail.

I'm not even sure why this store exists.... They clearly don't want to sell you anything, and despite you putting in the effort to physically come into the store, it's about three hundred times more inconvenient than just buying online. First, they do not allow you the try anything on. Cool, just buy it and try it on at home, right? You can return it. Nope, not unless you want to lose another hour of life in line, surrounded by strangers indoors during COVID. You stand in a line that snakes all the way around the store, I KID YOU NOT. It's the middle of a WEEKDAY as I type this and I'm roughly halfway through the line despite being here 35 minutes. When I got home (which, incidentally, is quite a drive from the store...), I discovered the dress I got was missing a ton of buttons and a belt. It's so goddamn inconvenient to go here I considered just keeping it, but decided I should be responsible. So here I am in the never ending line from hell again. If for whatever reason -- staffing shortages, or whatever -- you can't allow customers to anything on, the least you could do is make it halfway convenient to return what doesn't fit. ... or, what you sold damaged. Give the horrible review here, clearly no one in management cares to improve customer experience, and neither does corporate. Why pay rent and staff to maintain this location???? Baffling. read more

I will just leave these photos here. Joe, the so called "manager" said this is how they want it done. This ZARA store is in a high end mall together with brands like Burberry, Gucci, Prada, Luis Vuiton etc. I wonder what the owner and the HQ of the brand in Spain think about this! read more

See all

Took an hour to wait in the return line since they only have one clerk. Even if you want to purchase something at the same time, they will force you to wait in the return line. Very bad experience. Very rude employees and manager too. read more

This is the worst Zara store I've been to, they usually have 1 cashier available, even when the store is crowded! I stayed in line for almost 20 minutes to return one product, then the cashier looked at me and said I couldn't return it with her. I had to go upstairs and take another line for 20 minutes to return ONE product. read more

Unfortunately, this is the closest Zara to me and where I go for my online returns. The line to checkout is always really, really long with only 1 cashier open. Meanwhile, there are dozens of other employees walking around or chatting by the fitting rooms. No one jumps in to open more registers to move the lines when they notice how many people are waiting. I would be more understanding if a store was short staffed, but there are literally SO MANY employees that could help. This has been a constant experience at this Zara during the last 2 years that I've shopped here. Even during the worst parts of the pandemic the lines would be congested, without enough space to keep distance between costumers. There are so many counters with registers on both floors, PLEASE START utilizing them so customers are not squeezed into a small area on the first floor for 20+ minutes. read more

Forget about service, the brand is a self shop store. I get it, but when you ask for a different color in an item at the cash wrap.. the clerk (won't actually call her an associate) says so blandly.. you will have to ask someone else. Like the product, but won't give the brick and mortar my time or $$. read more

How the hell does this place have only 2 registered open on a Saturday? I totally do not get it So many employees walking wrong and a full line of people waiting to pay with only 2 registers read more

I can't believe how bad the quality of this clothing is. I bought a jacket to go to a wedding and the first time I used the zipper it literally broke off. Not fun to be at an east coast wedding with a jacket that won't zip. I don't care how low the prices are, there is no way I would ever buy something from here again. read more

Worst Zara ever! It doesn't look decent like before. Everything is just so disorganized and it always has long lines because there's only one person working. read more

Returns are horrible! It takes forever!!!! Only one Cashier processing returns! While 2-3 cashier's process sales with no one in line‍. Something need to be done to fix this. Or maybe they don't care. PLEASE FIX YOUR PROBLEMS!! YOU'RE GONNA LOSE CUSTOMERS read more

Very bad customer service at all, I don't know if the company treated their employees good enough or else but the way the work seems like they really feel bad and treated the customer like they don't care to do business at all Very unprofessional way to do business Zara, treat the employees better so they can treat the customers better please, thumbs down read more

Terrible return policy. They did not have my size in stock so an associate offered to order them for me. I went to return the item as they did not fit and was told that I had 30 days from the time the order shipped not from the time they were delivered to the store or from when I picked them up. The associate that placed my order did not advise me of this. read more

Worst customer service ever!! Had to stand in long line for an hour and they said the return is only downstairs. And downstair had its own line and only one register was open when there was many employees wondering around! read more

Zara - Women's Clothing Near Me - Santa Clara, California

Just horrible customer service at this location, poorly Managed , prioritizing completely backwards ... if you've ever been to a circus you would see it is more tame then this store !! The employees here just honestly don't care !! The lack of associates to ring is ridiculous they have 30 people stocking and 2 people ringing, and for god sake please do not try and ask an associate a question you will get killed with dirty looks and eye rolls ************DO NOT SHOP HERE !!!! ************ read more

got pushed over a few times because an employeee was in the area the childrens place yesterday 4/13 i wish they taught their employees about personal space. also i saw alot of customers get bullied at the cashiers they dont have the patience i would just get your item and go if its not a mess already read more

The store is really clean and 2 levels so it's nicely spread out But the service is horrible, I know it's Covid but customer service should not be lacking, specially at a high caliber mall. No hellos when entering or exiting store. Many workers on floor but none associating or talking to customers. One cashier and over 12 people in line, when asked if we could grab someone else to help cashier we just got a blank stare read more

Horrible experience, messy store, 45 min long lines and crappy managers. Bought online, went into store 4 times, 30 people line. came back with more time, did the line- oh sorry your out of time to return, joke is on me. No return slip in box, need to call CS to request a slip, omg- wth this store. Guess will never purchase Zara anymore. read more

This store is a mess. None of the staff is well trained or having "okay" customer service. They haven't opened the fitting rooms still when other shops have no problem having ppl in the fitting rooms. Check out line is insane. So sad that I love their products but more and more I am hesitating to go. read more

Wow such a horrible experience. Why have so many registers and only have like two open ? You have two floors in the store and only have two registers open? You have so many employees just running around like crazy put them on registers what the heck. read more

Zara - Line to pay - Women's Clothing Near Me - Santa Clara, California

See all

The worst customer service in the world!!!!! I hate Zara soi much only because of their customer service. I will make sure that anyone in my community of friends and family will know not to shop at Zahara no matter what! Just not acceptable ! You come wanting to spend money and leave, wanting not to enter the store anymore in my life Store manager named Stephanie has zero experience with dealing with people and providing with care. The customer Service over the phone is even worse! read more

I can't believe I'm writing a review for Zara but there were seriously so many problems that I had to write something. First off, fitting rooms were closed because of "covid" (every other store has their fitting rooms open). After that, there was a really long line with only one cashier. To top it all off, I paid for bag and the one I got was a tiny one that barely fit the clothes and made all my clothes wrinkled. This was my first and last time shopping at Zara. read more

I hope this post make a change in the custom service that Zara desperately needs. At 11am on a Thursday. There is a.line out the door but only 2 cashiers. When asked if another cashier to open to make the line move faster the response was yhay the only two open currently are the only ones trained in doing the task. Everyone is working at a snail space and with the fitting rooms still closed returns add in to the line.. 40mins spent in line and I was number 8. That is unexseptable special with the holiday season. The supervisor looked like she had a ball and chain tied to her legs. read more

Zara - Women's Clothing Near Me - Santa Clara, California

Horrible customer service. The person lied to my face after waiting 30 in line to return something and said the computer couldn't do return and that have to do the line again somewhere else read more

This mall is so congested it's absolutely horrible to come here any day of the week. Don't bother coming here on weekends as the crowd is always here. Weekdays there are never any sales associates to be found and there is usually only one or two cashiers scheduled. I ordered online to avoid the chaos but nothing fit right so inevitably I have to stand in this 45 minute line just to return this stuff. Go to express. read more

Nice trendy clothes but customer service is horrible. 1 solid hour stuck in line to return clothes on Sat. Only 2 cashiers for 30+ people. When we get up there we had to negotiate with the cashier and manager since we were past 30 days, and they seemed to stumble on taking back online bought merchandise. No apologies for the 1 hour wait. Welcome to Zara's Customer Torture Chamber. read more

Zara - Women's Clothing Near Me - Santa Clara, California

Dear Management at Zara, The less staff you have working (registers open) the longer lines your store has. The more crowded the store becomes and FYI no one is socially distancing while standing in line. The only 3 registers open currently on a weekday is the 1st floor. The line is wrapped around the store! This becomes a pandemic hazard. Do better! read more

Just horrible horrible customer service. I was at Zara early in the morning to avoid the crowd. I was the only customer in line, but there was no one at the cash register. I waited for a while and finally someone showed up. The girl rings me up but there was no apologies. I'd expect her to say something like sorry to have you wait or I'm sorry I had to step away. And not even a thank you at the end after my purchase. These days I guess there's no such thing as customer service read more

I had ordered a couple items online and needed to do a return. So it was nice to be able to return in store as well as get to shop at Athleta a few stores down! The store felt very clean and posh as the brand is supposed to be. I was able to bring my two gigantic boxes and the return was smooth as it can be. Now I wish I didn't have to bring two gigantic boxes with the order numbers on it...I guess in theory I could've just brought in my stuff with the numbers associated with them, but it was nice that they were able to take all my boxes to throw away. So all good in the hood. I ended up not shopping in the store, but it's ok....at least my return experience went fine. read more

1 register and a line that is out the door. Do better Zara! I was in line for 45 mins... read more

Zara - Return line! One register for a line that is out the door. Terrible experience. Can't imagine during the holidays!! - Women's Clothing Near Me - Santa Clara, California

Love the fashion here at Zara! This is a nice location at Valley Fair. I remember when I had to go all the way to San Francisco to shop at Zara. Now, though, there's one conveniently at this mall, so love it! This particular location has two floors-- women's clothing can be found on both floors. I've had good experiences here, although recently-- I see there is a line outside the store sometimes (capacity limits due to COVID). Also, fitting rooms are not open. Still, I love the fashion here, chic & trendy. I'm definitely a fan! read more