Horrible customer service. I walked in the store and nobody greeted me. Is it because I went early morning and I looked like if I just rolled out of bed and my makeup wasn't popping or my outfit looked like I was poor? They must not know what I look like when I'm all glammed but B****** still you chose that job not me. The girl was folding clothes in the kids section looked at me and turned around to keep folding clothes.! Like B***you serious. Y'all think just because it Walnut Creek your shit don't stank and are the shit. Racist! read more

Btw they were not letting people try things on all the fitting room was closed! At least let me exchange! I wanted to get 3 small items for my money but the manager was get only 1thing for the same price. Never went back to Zara or their website. After few months I'm still upset about the situation read more

This past Wednesday I visited Zara in Walnut Creek, California with hopes to get a price adjustment on several items I had purchased for my daughter a few days ago that are now on sale. As you know, most stores offer price adjustments within a certain amount of days of purchase. It wasn't until Wednesday that I learned that Zara does not follow the well-known practice of others stores regarding price adjustments. The cashier was trying to tell me in order to get the items at the sale price, I would have to go home, get the items, (I brought the receipt in, not the items) return them to the store for 24 hours and try to get back to the store the following day to see if they were still on the floor. This made absolutely no sense to me. I then asked to speak with a manager. The manager who refused to provide his first name (I can understand not providing the last name but not providing the first name is a bit much...) told me he can be identified by his employee #503149 and confirmed that I would indeed have to return the items for 24 hours and hope they are on the floor the next day. As I attempted to ask another question, employee #503149 felt it necessary to make an announcement to EVERYONE waiting in line stating, "THIS GUY IS UP HERE TRYING TO DO A PRICE ADJUSTMENT AND WE DON'T DO THAT HERE. HE'S THE REASON YOU GUYS ARE HAVING TO WAIT". This behavior was UNPROFESSIONAL and UNPROFESSIONAL and needless to same EXTREMELY EMBARRASSING!! I was totally appalled by his behavior! Needless to say, I've written a letter to the CEO Oscar Perez Marcote. Mr. W. Mapp read more

For some reason this location has very few people ringing people up at the register. The downstairs sends you up stairs only to have the upstairs send you downstairs. That said there are several employees walking around the store shopping. I can only imagine the amount if missed sales this location is having. read more

Got here at 3:45pm on a Wednesday when the store is listed to close at 6pm, an employee comes out and says they are closing at 4pm because of the inauguration that happened earlier. I had to make a quick return but was refused service since the employee decided the line was going to end at the customer in-front of me (no one was behind me). Extremely rude and inconsiderate. Wasted not only my time but money on parking as well. read more

Horrible customer service, the employees at every single Zara location?! Why is that ??!! It really amazes me and makes me wonder, why nothing has been done all these years. I mean just look at all these negative reviews. At first I thought it was just me but I decided to look around and even on tiktok people are making videos about how rude the employees are at Zara. I'm sorry but your clothing is expensive but great quality and yes Zara has amazing sales. However, there is no reason that the staff needs to be mean and not approachable. Even sometimes when you get there early mornings and you see 4-5 employees gathered around which looks like a quick meeting you can't even tell who the manager or supervisor is because they all look miserable and hate their jobs. Today when I went I was asking one of the girls in the kids department if the register was open or if I had to go to the women's department, she answer not even looking at me and says "men's" I didn't even get it at first so I ask oh the men's department register is open?! She again rudely says "YA". WHAT A SHAME ZARA! read more

very understaffed, rude customer service. not helpful at all and workers got mad to open up fitting room.

This store is very poorly run, employees don't know what they are doing and the line to check out takes forever. Everyone has a bad attitude and is rude and unhelpful. Warning: Don't have them order you any clothing online from the store! Twice I've done this and both times I was charged and the items never arrived in the store for me to pick up. I had to call customer service and sit on hold for an hour. Then I was told to go into the store for my refund. I waited in line for another 1/2 hour when I got to the register the employee was rude and dismissive and told me she didn't know what to do. Called for a manager, who was even more dismissive and rude. I had to call customer service while at the store to get them to issue me my refund! The employee called me "entitled" for just wanting my refund. I said I am entitled to a refund when I never received the items! This location SUCKS!!!!!! Go to the SF location! read more

I was pretty excited about visiting this location and not having to go out to SF. I was shocked to see how disorganized this place is at 10 am. Clothes were scattered all over the place (floors, tables, draped over displays). I'm 37 weeks pregnant and walking to the cashier was a hurdle. I'm not being sarcastic, but I seriously almost slipped stepping on hangers, loose scarves, and smashed cookie trail on the floor! I've never seen a shop this filthy ever especially in an upscale shopping area! And not to mention, customer service was terrible. Cashiers in the lady's and men's dept looked grumpy with attitude and didn't care to put in the effort to greet customers. I'll continue to shop online and use this location for returns but wouldn't spend the time shopping at this store unless you have hours to spend digging through items like you're at a flea market. read more

Poor customer service in store and online. They have a fit with returns, specially if you are a woman of color and returning. With tags and receipts I got questioned so much! Never returning to this store! Online customer service asked me to return to store and the store asked me to contact online and return to them. They sent me the wrong items and a defected shoes! Why question that?! read more

Every time I come to this location I stay in line for over 30min, they close the register upstairs too early and now we have 2 floors of shoppers with 1 or 2 registers open on the first floor. Employees comes behind the counter acting like there's no body waiting inline and Folding clothes or acting busy. Managements sucks at this location. read more

Best place ever to purchase my kids clothing, clean place good environment and good custome care, only problem is a.lo g line to paid and wait so long, other than that everything is perfect read more

Everything is neat and organized. But woe betide you if you need help with anything. I asked for pants in a different size and they never came. read more

AWFUL CUSTOMER SERVICE! The manager should be fire ! My friend bought a shirt there that broke the first time she put it on and since there was no receipt they wouldn't help us then the manager came out of the store when we were leaving AND THREW THE SHIRT AT US! I rather drink bird saliva then shop at this store again !! DONT GO HERE read more

They have a huge section of sales. Super fun to pick at but it is very messy and wish they would clean up to have easier shopping with that area but of course people make a mess since there is a lot of good things on sale. But when I went to the dressing room there was a rude girl who told me where are the hangers I said I grab them of the table no hangers and gave me attitude and wasn't able to get her name if you lazy don't work there . read more

Really upset getting to the the store around 6pm (store closes at 7) and not able to get in the fitting room because they closed it at around 6:30 (!!!) WHAT!? They didn't make an announcement or anything. Never saw anything like that before, Zara in San Francisco doesn't do this crazy stuff. read more

Been to many Zara's and have lots of great clothing from them. This location closes at 7PM but tries to force you out starting at 6:30. They close the dressing rooms 30 minutes before the store, which makes no sense and something no other Zara does. They're super rude about it too, and as a Zara loyalist, this terrible service and attitute has really turned me off to the brand as a whole. read more

Yesterday on 3/15/22 a friend and myself went to the Walnut Creek Zara. My friend was eager to get into the store, excited to find products she saw online and try them on. We entered the Zara and began her search. After taking an initial walk through we realized we hadn't been greeted and looked around for an employee to inquire about some of the items we weren't able to find. My friend flags a male employee down. He had a crop top with a hairy pansa. We asked if he knew if they had the items we wanted in the store at any time and if they were sold out or if we had just managed to pass them without seeing them somehow. His response was if we looked around we could probably find them and he walked away. We laughed off the interaction and eventually made our way to the fitting room. I had found a dress I was really excited to try on and a few other items. There was a girl at the front of the dressing room who was really polite with a medium to long length caramel wig and explained their fitting room process to us and my friend and I started to try our picks on. The dress I was excited about was nice but I thought I could maybe go a size down for more fit around the waist. I poked my head out and saw another girl working the dressing room and asked if she could find me the same dress in the size down. She told me I could " do it [myself]"and to walk out into the store "like [I]was" in the dress and in socks and "just grab it". My friends who was changing in the next stall started laughing because she heard the exchange. I go to check out and explained to the cashier I wanted the dress that was the only one left in the size I wanted but pointed out it had makeup that clearly didn't match me on it. I asked if they did discounts in exchange for making it final sale since I'd have to have it dry cleaned before I could even wear it the first time out. She said no so I asked if she could order it for me online and ship it to me. She said no but I had her lookup to see if it was available online and she said it wasn't. I asked if she could tell me if any other stores carried it and she rolled her eyes which was the first thing in my interaction with her I found rude although it was unprofessional she wasn't offering to help me find an alternative if possible to paying full price for a stained white dress I wanted to purchase. She said San Francisco had the dress and I asked if it was possible she contact that store and have it located and if it was there if they could ship it to me (even gap or a number of other store can do this). She said no I'd have to go myself and find it if I wanted to purchase it. I gave up and decided it was easier to just buy the dress there and get it dry cleaned, crossing my fingers the makeup will come out of the satin. Next my friend checks out. She was puzzled at the total price. She looked over her receipt and realized a top she bought was more than she realized. We decided to walk around the next store while she considered returning it, she didn't feel the fabric quality was worth the price. She decided to make the return of the one top but kept other pieces. We get back in line and realize she somehow dropped her receipt. The cashier we're now interacting with in a button up shirt had the worst attitude in the store and gave shift lead vibes. She wouldn't make direct eye contact and kept fluttering her fake strip eyelashes, rolling her eyes and rubbing her face. She told my friend it was her fault for losing her receipt and there was nothing she'd do for her without it and shrugged her shoulders. I asked if they were able to look up the transaction with my friends card or by going through the other register because the original cashier who helped my friend remembered we were just there moments before. She said no we could call corporate if we needed a receipt copy and turned her body away from us. My friend and I were dumbfounded at how rude the 3 workers were in the store. They just didn't care about customer experience and could care less about their jobs. Sure this market right now needs workers more than workers need them but then leave if you hate your job so much. It's that easy, quit. I went on a mad hunt to help my friend locate the receipt and finally found someone had thrown it in a trash because my friend must have dropped it when she first looked at it. We went back to return the top, finally, and the girl with the lash strips began working extra slow at what she was doing so she wouldn't have to help us and we got the girl who rang up my friend anyway return the top for us. Walnut Creek is a place that has a reputation of being a safe, classy area, but this Zara location was ratchet. Kudos to the original girl who rang up my friend and the girl at the front of the dressing room who were at least polite and tried to be welcoming. read more

Terrible customer service!!! The associates including the Manager are rude, not helpful at all, and Zara's return policy is horrific! They need to learn a lot of lessons from Nordstrom's. I don't think they train their employees customer service. Their corporate return policy is completely absurd. I bought a $300 jacket that my fiancé did not like. When I went to return it they wouldn't even exchange it. On top of them not returning or even exchanging, the attitudes of the associates and Manager were more than rude. I will not shop at Zara ever again. read more

Just beware. Save your receipt. Or you will only be allowed to exchange for the same item. .... or better yet, just go to Nordstrom's. It's right across the street. read more

Slow and rude service, takes forever to pay for a couple of items. Lines are always super long and painfully slow

I bought a shirt for a Children's Hospital fundraiser, and I bought the wrong color. Zara has a 'new' return policy that when you don't have a receipt (I forgot to save mine), they will not return for store credit, and instead will only return for the same item in another color or size. And they won't search your credit card for return matching. No store credit available. This is the worst return policy I've ever experienced. It's short-sited and will cost them customers. I spoke to the customer service rep while in the store, and she said 'it came from corporate, and I can't do anything about it'. This is the first and last time I'll shop in that store. read more

These people already have a 0 star rating for a reason. There store is a mess. I do not think anyone here cares for customers. I made the mistake of buying a skirtt in a rush. Didn't fit. Now I have to write to the BBB which they wwill be fined and investigated. Young girls DO NOT shop here!!!! Down and dirty merchants! read more

do not shop there. this store do not do not accept return if you do not have reciept. not even record purchase from debit card. do not shop there. they are not customer friendly. we are under 30 days of purchased. read more

I have been in this Zara a few times because sometimes Zara has food finds. However the customer service is horrible! They are so friendly as if they don't care to be there or help you find something when you ask. Please consider some costumer service training. Business I about cari for the costumers. read more

I was super excited that Zara opened up in Walnut Creek. My friend and I decided to run in a few minutes after opening today (Christmas Eve) and grab a few things. We were chatting as we walked in. There were two salespeople up front and instead of saying "welcome" the girl said to other employee in a rude tone of voice "What?! I couldn't hear you because THEY were talking!" Rude. There were easily 15 people working, and in the 40 minutes we were in the store, not ONE Person said hello or offered to help. In fact, they were totally unprepared for opening. They were "clink, clink, clink" counting money in the registers the whole time. There were three people at the register when we were paying, and it wasn't crowded, and nobody offered to check me out. They just stood there counting money without an apology. The customer service is appalling here, and they need to kick it in to gear....fast. It really isn't hard to be welcoming, even during the busy holidays. Just start with a smile and a hello, Zara. It will work wonders. read more

I' m from Spain so I guess is the only reason that I still coming to this shop. The costumer services is horrible the most part of the employees are rude and non helfull at all. I love Zara clothes but I'm not coming back to this shop read more

This is the worst experience I've had at any retail store. The employees in this location are not friendly at all, they walk past by you and almost just look annoyed with you. When I went to go check out I needed to do an exchange going with the mentality that It might not be possible due to me not having the receipt. When I walked up the cashier I asked if I could do an exchange and he contacted the manager (Shannon or Sharon don't remember) and over the mike told him she'd come over and it'd be ok to exchange, when the manager came she looked at me and with an entitled attitude told me she could do nothing and walked away. The problem isn't the fact that I could not return it, the problem is the managers arrogance and attitude. She could've been more kind and it would've been ok. The management in this place is rude and unpolite, I'm sure that all the employees are being trained this way as well. Don't go to the czars if you don't have to. The manager is rude so there's no expectation for any of the employees to be kind and polite to any customers because of the example they're getting from the manager. read more

Being there twice. Like the clothes and environment. Staff are generally nice and eager to help. However they don't post store time anywhere. And when I ask a person who dressed like a manager, he said the time is on yelp which is not the case as I'm writing read more

I live shopping here for my son but Cashiers are so rude specially the ones on the first floor they never ask you if you find everything you needed or not even a hello. It's sad companies like this one has so poor customer service read more

Don't we all love Zara:-). This location is great, clean and big. They are always stock and seems to have all the online merchandise at the store. The only problem is the line seems to be super long and there were not a lot of cashiers everything I go for some reason. read more

I was first person in line and I stood waiting for 20 min. During the 20 min, a line of five built up behind me. No one apologized for the wait, explained the wait or even acknowledged our existence as waiting customers. I returned my item and went upstairs to get a diff item. No one was checking out at the upstairs check out. Thankfully, at least the man working in the kids department was super helpful and kind. I came back down to check out my new items, and I was the second person in line. I asked the girl in front of me how long she had been standing there, and she rolled her eyes in frustration and told me for ten minutes. I will be reluctant to return to this store. read more

Andy; manager is extremely rude and displayed an unequal opportunity environment when inquiring about a open floor position that was posted at the register. This is not a mutually healthy work environment for workers or people inquiring about open positions that are posted read more

On Friday, 04/03/2019 around 1pm, I bought some clothes and noticed an African American cashier who looks cranky and wouldnt smile at all. I prayed not to get him and was lucky. He created a very negative ambiance at the store. Today, 04/05/19 around 3:30pm unfortunately, the same guy took my payment and even if you try to start a POSITIVE conversation, he wouldnt smile. What a negative vibes there is at this store every single time. There is also another asian guy uptairs probably 5"2-5"3 who does the same thing. It's as if these two people are feeling gods here when their job is to be nice, friendly and accommodating yet as if they are trying to compete for a pageant in which they will never win just for their stinky behavior. I think the manager here should be trained on people skills. What a negative place to go to. Life is too short to behave the way they do. They should be thankful to have a job and not look arrogant. Smile costs nothing but it gives much. read more

The store is located in heart of walnut creek downtown area, and it works out well for us. The items sold in the store are in very reasonable price. The styles are so cute that hardly can find in other places. The quality is bit not robust or solid, and need careful maintainence. Other than that, I love this store and items they sell. read more

the lines are insane. only 2 checkers and they have spent over 20 minutes with the same customers trying to figure out returns. couldn't call another employee on a saturday to actually check people out. wild. read more

Really really happy that they have opened in this location. I have been here several times and have had no problem with anything. Yes, it's a mess during the sales event but which store with that amount of traffic isn't. Hope they stay here for a long-long time :) read more

People who come here during SALE season and complain about the mess, then you are NOT a ZARA lover. Come back after the sale and pay double the amount, if the mess bothers you. I love ZARA and i buy most of my clothes from them when they are on sale. The quality of the clothes are great, not those cheapo one time use only. Some of the items are trendy and some are classic too. Its about time they opened a store here in WC. For the longest time, i had to go all the way to the city and San Jose to shop at their stores. Im a happy shopper! read more

You have to be kidding me. What kind of a business is this. Called them 7 times and they never answer their phone. Does anyone work at the store? read more

The service is very terrible, super super slow ever!!!! I came here a couple times and still the same! Never developed! You need more employees!!! read more