The store has an affordable and expensive side. It's a three story building. If you come on the weekends there are many other window shoppers. If you go to the lower level, it can get quite hot since there isn't much circulation. It's nice that the main and lower level have cash registers but sometimes their execution is too slow and there is a wait nonetheless. Overall, it's a hit or miss. However, this location does have a greater selection than other places. read more

I must say that this is my new fave store. I have upgraded from Forever 21 (what a shame). It's also located at my fave place as well.. the promenade! I like Zara's style, class, and sophistication. Pricey (reason for 4 stars), but worth it at times. I like this one because it's 3 stories high: men on top, women in the middle, and kids downstairs. I also like this one better than the one in Century City. I'll be coming here a lot. read more

I don't like to talk trash about Century City (since it is by far my FAVORITE mall in LA -- see prior review) but the Zara on the 3rd Street Promenade in Santa Monica is better than the one in Century City. Size matters people! The larger store means more inventory and better layout. Zara offers trendy pieces at a slightly higher price point than H&M (and only marginally better quality) but still more affordable than my other go-to shops like J. Crew and Madewell. The apparel is also more work-appropriate so I'm often reaching for my Zara pieces both 9 to 5 as well as on the weekends. read more

Love this chain, but I prefer the one at the Grove. They were having a great sale this past weekend. =)

I love Zara, and this location is nice and spacious. The only reason I'm taking off a star is because during the summer it gets really stuffy on the women's floor because their AC stops working - and its been like this for a while. Time for an upgrade! read more

Good enough place for the design and price. But highly turned off by the cashier(s). The guy that just helped me made fun of me asking for another bag. Telling his coworker and saying in front of me to each other "what? Cause it is free?" I did say I'm changing my shoes to the pair I just purchased (also scuffed and no discount, but my feet hurts badly). I need two bags total cause the shoes I wore is 10 times more expensive than this pair I just bought. I don't wanna just throw them together in one bag and have them scuff each other like the rest of the shoes in the store. Wow...really? You think I can't hear or understand? I live here in Santa Monica. Not some annoying tourist you have to deal with everyday. read more

I like the styles a lot but this particular store is filled with dust bunnies. Go try something in the fitting room and you will come out looking like a mop. Also, the personnel is nice but uninformed. One person told me all sales are final while the cashier said I had 30 days. Misinformation is unacceptable when there is little info to retain. I wish they would up their standards for cleanliness and customer care, because this is really hurting the brand. I would rather shop online or go to another location. read more

give this 3 stars; style is mostly nice and classic style;nice decor,airy-but policies are not best and variety is mostly classic;material cheap most but style are classic. a bit overpriced since materials are not the best and these days everything made in china and manufactures make same and places like forever or zara put their own labels; mostly styles you will buy will use since they are well thought of but materials are not the best. this location is fun and diff floors and quite well organized. I would stick to clothes mostly shoes didnt look that well made. accessories I would buy in other places. variety of style i give 3 read more

I love this ZARA! It's huge, the employers are so nice and friendly. They allow you to shop without pressure. They are always nicely recovered. It's not messy, so it's easy to shop the store. I always find amazing things here. read more

Horrible customer service! ZARA needs to hire better help! Plus it's a mess down there! Clutter, clutter and more clutter! I really adore their style. Although, i doubt they hold up to their price when it comes to quality. most of the stuff from ZARA especially, their Shirts look And feel expensive. So, might be worth paying a little extra. I think I'll stick to their online store. At least they have the whole collection and you don't have to deal with out of place, disorganized sales people. Lol read more

I love zara it's a big mistake to visit this store order online look for stores somewhere else it will take 2 hours 2 h'get someone to help you read more

Never come to this store! My mom who was visiting me from Israel got a shirt on sale and didn't try it on. When we got home she tried it on and it had a hole in the back. Since the next day we left town for Miami and New York I only came back to return it today two weeks later. This is where everything went bad, the line was only two people before me but that took 35 minutes since the cashier (which was a really nice guy) had to call the manager Cassandra for everything. When finally my turn came up, again I had to wait for her to come she authorized on the cashier, and left right away just for me to find out that it is an immediate exchange only because my mom took the receipt with her. Again I had to wait for Cassandra and when she came I explained that the shirt has a hole in it, but to no avail. She would not even issue a store credit, when they sold is a damaged good. Trust me it's not about the money, since it was only $8, but me waisting time and getting the worst possible customer service from this Cassandra. read more

The clothes here are very cute. The vibe of the store is similar to H&M but with a price increase that comes with better quality. For the clothes I would give 4 stars, but I'm giving 3 overall because I thought the employees could've been more attentive. I stood at a register awkwardly waiting for two employees to finish discussing something without any acknowledgement. While they were very busy and I understand that, the fitting room attendant was also a little snappy and seemed annoyed at customers. If they are crowded at the fitting rooms or register, I recommend going to one of the other floors. When I did that, I often found no line. read more

Purchased a shirt online and laundered it per the instructions. Shirt shrunk in a major way. Took it to the store a week after purchase to show them and they rudely repeated that they could do nothing because I had worn the shirt and denied the possibility it was their fault. I then opened a "case" online and they said the same thing. I threw away $50 on a shirt that I wore once, and experienced poor customer service on top of that. Zara has lost a long time customer. read more

The employees at this store are rude and unprofessional. I would avoid shopping at this location and order online instead.

I tend to shop at Zara when they have their sales and I just happened to be around for their "Up to 50% Off" event. Selection was slim as everything in sizes (for men) was either Large / X-Large or 33/34. At least whenever I buy things from here they fit slim and that's hard to find at other retailers. read more

Awful Customer Service. Awful Manager. forget about Zara in Third Street Promenade. all the crews in this place have no clue about what customer service is !!!!!! read more

Have shopped here 3 times... This is worst costumer service... Huge lines at the cashier always! Terrible always

This is the closest Zara to me and the selection is decent. The lines are always long, but I try to go during mid-day hours to avoid the crowds. read more

That's the worse Zara store you can ship at staff not helpful at all super slow , and if there are million ppl in the line they will have 2 super slow ppl that don't know what they are doing taking care of costumers , DONT GO TO THIS STORE read more

Beside the trendy collections at great prices they have, the personnel is helpful to every customer's needs. I was treated so well - I could say like a celebrity, and trust me I didn't spend that much. Wasn't the first time I've done my shopping here, so I could say they always keep a friendly but professionally attitude. Shopping from ZARA 3rd st. promenade it is an enjoyable experience. I love it, and for sure I will be back since the New Year's Eve is coming and I need a trendy, glamorous look. read more

One of my favorite.Always has a good deals and i just enjoy spending my shopping time there!

This store is AWFUL. I came to return a pair of pants with the tag and receipt. Upon speaking with the cashier he told me he would would not return. I kindly said why? He stated that the inside tag was removed, which I hadn;t touched and that they needed it to return. I asked for a manager. Same thing. I asked for the general manager. She was rude and couldn't explain herself. I stepped away and read the return policy and NOWHERE did it state that I needed this inside tag they were claiming I HAD to have. I walked up to the GM and said read your own policy, YOU ARE INCORRECT. She seemed shocked because I am sure that she does this all the time and never had anyone fight her but this is BS. 1. KNOW YOUR RETURN POLICY 2. FIRE YOUR STAFF THEY ARE AWFUL. 3. DONT GO TO THE PROMENADE LOCATION IN SANTA MONICA read more

I like zaras business model ( fashionable, cheap, great customer service). I like the fact that they don't bug me while I'm touring around the store. H&M is another good example. read more

Very unimpressed. Poorly managed, chaotic (heaps of clothes, instead of folded), slow lines, ineffective climate control made the store experience unpleasant. read more

This is the worst Zara I've been to in the LA area. It is always a disaster, with clothes strewn everywhere, including the floor. Display tables are never folded and clothes are just heaped in piles on top of them. I get it's a busy location, but hire more people to work here! The sales staff always looks miserable, they're never friendly, and no one even acknowledges you're in the vicinity. Go shop Zara anywhere else! read more

The customer service SUCKS! They need to hire more people and ppl that are actually polite to customers. I hate it when sales people have a huge attitude like you're bothering them with your questions. read more

I LOVE Zara's clothes- all of them! This store is borderline dangerous for my wallet because I want everything in it. This is a great store for the staples though, sweaters, cardigans, shirts, tanks, etc. Unfortunately, this store's customer service is really lacking (at the register). Why do I always find myself waiting in line for over a half hour at this Zara? It seems that no matter what time of the day I come here, there is always a shortage of staff. I felt sorry for the cashier, had to deal with the long line of irritated customers without any help. Either way, in regard to the clothing I would give 5 stars. This particular store has 2 levels, with the men in the upper portion, women and shoes on the main lower floor. read more

Company Policy.....please read!..I did not have my reciept for a item I bought 2 days before...for my return...so I was told by the manager that i could find a item that i would not be able to return no refunds on my chosen item..final sale.....so I found a item for $19.90...my item I wanted to return was $19.99....ZARA would not return my item I had to find a item that was $19.99....FOR 9 CENTS..them would not accept this transaction..asked to speak to manager( female with black hair) she would not ok this.....NEVER going back their return policy is bad..I WILL SPEND MY MONEY ELSE WHERE......NINE CENTS....SO BEWARE!!!!!!!!!! read more

very bad customer service at the store if you loose receipt they will not give you any correct answer

horrible policy.dont shop here. if you buy something and you go home and you dont like it you can only get the same item in a different size. i came here 3 times. stood in line and was explained this policy only the last time when i was ready to exchange. very frustrated with no customer service of this store. read more

Zara! I love this store although this is contingent upon which one I go to. This one I was pleasantly happy with. Lots of options here! Most of their clothes, in my opinion, are reasonably priced with a few exceptions. The big reason for my average 3 star review is that Zara does not offer a discount for damaged clothes. Girls, we allllll know what it's like when you find a shirt you love and it's the last one in the store... And when you look at it you realize someone's make up is all over the neckline. Ugh. So frustrating and kind of gross. But you still want that shirt because it looks so good on you and you've been looking everywhere for that type of shirt. You think, hey I'll buy it and dryclean/wash it. Well because that costs both money and time, I feel they should offer at least a slight discount. This is especially true when the clothes are damaged or dirty and no other Zara or Zara Online has it. they should discount it since you are purchasing something that isn't in perfect condition, in my opinion. read more

Bought my wife a pair of shoes, and a top. The receipt was accidentally thrown away, so I pulled a credit card copy summary to prove that the shoes were purchased. She did not want the shoes from ZARA and attempted to get a store credit. I had to threaten them to cancel the credit card transaction twice for them to even offer to exchange the shoes, but it could not be for a penny less!! After two hours my wife had finally found clothing to replace 3/4 ths of the cost of the shoes. That was not enough for them as they could not issue a gift card without an original receipt. The employees have their hands tied by corporate. I called corporate and they could care less about you!! read more

It's really sad what they've done to this place!!! All the managers should be fired and replaced by people that actually know the value of satisfying customers in order for them to return! I've had 3 very unpleasant experiences in this store! They have THE MOST AWFUL customer service I've ever received in any store in my entire life! The merchandise is awesome but I am sure I will never go back to this store! I'll do my shopping online from now on... read more

The sales associates at this location are incredibly uninformed about their product and they do not seem at all interested in helping customers. I spoke to 3 different people who worked there (one of them who seemed to be in leadership) and none of them were able to help me find any of the items I wanted to try on/purchase. I left feeling extremely unsatisfied. Personally, I'd recommend shopping online or at another store. read more

TERRIBLE CUSTOMER SERVICE!! I went to exchange something I'd bought 3 days before. I didn't have the receipt so I asked for a credit. But they said their policy was I had to buy something then or there. No credit! Of course there was nobody who could consider the situation. The sales staff INSISTED, "that's the policy," "nothing they can do." I was outraged by this lack of regard for the customer and the horrible way I was treated. DO NOT SHOP THERE, especially if you think you might want to return/exchange something. read more

worse coustomer service ever!!!!!! had a really bad experience. They need to improve their service and have more cashier.

The men's section is located upstairs. It small but offers a variety of items but concentrating in jackets and dressy items. The prices are affordable the quality is better then banana republic or any BR affiliation. There were a number of jackets and sweaters being that is almost spring I thought id see more lighter/short sleeved items. I enjoy the shoe selection but you have to squad or reach over other items to get to them. There is no shoe specific area they are mixed in with the clothes sometimes in inconvenient areas. The jeans range from various styles and I won't go near any skinny jean so I was happy to try on regular well fitted jeans at an awesome price. The sale rack consisted of sweaters and jackets. Shoes average price was $80, which was reasonable. Overall the store, of course, caters to the ladies but I am happy to find something outside of the Cali style which I didn't grow up with. Miss the east coast styles! read more

So awful. I live nearby and have been shopping there for almost 10 years and the customer service has been consistently (shockingly) terrible; as if they purposely hire people who are lazy, rude and unhelpful. There are countless examples of things that have been done and said to me, as well as to other customers, like when I waited in a line of 12 people with 1 cashier (typical of that place) and before I got line I asked if I was able to return items at that register (the cashier said yes) so after about 10 minutes I finally got to the register and she told me that I had to go to a different register for the return. What?!! I refused and told her that she could get a manager if she wasn't able to do it. She smugly processed the return. The whole experience left me dumbfounded. What is wrong with these people? I've been ordering online because just walking into the store makes me tense, but after a more recent terrible experience, I refuse to shop there at all. Cannot give money to people that consistently make me angry and frustrated. read more

The worst service!!! Waited in line for 45 min! The managers were standing around talking about visuals, which working in retail I get...however not when there are 2 lines with 20 people waiting and only 1 cashier! It should be about the customers read more