ZARA HOME Avis 146

I contacted Zara via WhatsApp regarding a return issue and provided a detailed explanation at the outset. As the matter was somewhat complex, it was escalated. However, when I was later contacted by email, it was clear that none of the information I had already provided had been passed on, requiring me to repeat everything I had already provided. It has now been two weeks, and despite multiple follow-ups from me, I continue to receive unhelpful, dismissive responses with no resolution. As a result of this delay and lack of action, my returns—totalling nearly £200—have now passed the return deadline. This situation is unacceptable. The delay has been entirely due to Zara’s failure to handle the issue properly. There is a sense that if I continue to be fobbed off, I will go away but I intend to pursue whatever avenues are open to me for recompense.

EN ZARA HOME DE LA CALLE HERMOSILLA, LA ENCARGADA ES DE LO MAS DESGRADABLE QUE PUEDE HABER, TRATA A SUS EMPLEADOS MALISIMAMENTE, Y LO HACE DELANTE DE LA CLIENTELA.
HORRIBLE , Y MAL EDUCADA, POBRES EMPLEADOS

Experiencia completamente absurda con Zara Home.

Buscas un artículo en la web → aparece como agotado → te redirigen al teléfono de atención al cliente.

Llamas… y lo primero que te piden es la referencia del producto. Les explicas que no aparece porque está agotado, y la respuesta es: “si no hay referencia, es que está agotado”.

Exacto. Eso ya lo sabía antes de llamar.

Entonces, ¿cuál es el sentido de redirigir al cliente a un canal donde no pueden hacer absolutamente nada? ¿Es una broma o simplemente un sistema diseñado sin ningún tipo de lógica?

Ni la web aporta soluciones, ni el teléfono tiene capacidad de gestionar nada más allá de repetir lo evidente.

Resultado: tiempo perdido y sensación de estar hablando con un sistema que no funciona.

Si este es el estándar de atención al cliente, es preocupante.

En navidades me acerqué al zara home más cercano a mí casa,quería un perfume de hogar y me gustó una esencia. No sabía el tamaña q coger y me decidí por el grande, pensando q después podía recargarlo. Hoy me he vuelto acercar y resulta q la esencia ya no está hasta la navidad siguiente y después no hacen recarga de ningún perfume. Lo compré con la intención de tener la botella bonita e ir recargando de la esencia q me gustó. ¡Pues mi gozo en un pozo!. Hacen perfume q después no puedes recargar, y encima no puedes comprarlo durante todo el año. Pues señor Ortega muy mal. No hay ninguna firma dedicada al perfume , q NO haga una recarga de la esencia q quiere para su hogar. Esteban Paris, Edg,hermanos Vila todos hacen recargas menos usted Señor Ortega. Ha quedado entendido q no hay que comprar esto es sus tiendas. Muchas gracias. Ah! Por cierto se evapora muy pronto demasiado alcohol.

I am extremely disappointed with my experience ordering from Zara Home.

I placed my order on 12 February, with an estimated delivery date of 16 February. As of today, I have not received my items.

Since the 16th, I have been trying to get updates through your chatbot, which keeps repeating the same outdated delivery date without any real assistance. There has been no proactive communication, no phone call, and no clear explanation from your customer service team.

When I contacted you through Instagram, I was told the items were being shipped from another country with no estimated delivery time. Now, when checking the app, I see that some items have been cancelled due to being out of stock — after I already paid and waited.

This is unacceptable. Customers should not have to chase basic information about paid orders. The tracking system is unclear, the chatbot is ineffective, and the responses from agents are cold and unhelpful.

Es tan largo lo que tendría que contar que lo resumo así: una empresa como Zara Home no puede permitirse tener unas políticas de venta online tan nefastas, gestionan mal las entregas y las devoluciones, las empresas con las que trabajan son malísimas, hacen mal los reembolsos, pero lo peor... se desentienden de todo. Una vergüenza.

A terrible company that does not respect its customers we purchased a bottle of fragrance and 1 leaked in my wife’s handbag they did not care and denied any wrong doing

Went here today with my teenage daughter to buy her stuff for her apartment. We were on the ground floor first and got her a pillow and left it by the cashier because we had to look for more home items on the 2nd floor. This one saleslady need to be taught to learn to trust Asians, and not just Caucasians. So, daughter and I went up the 2nd floor and she followed us, eyeing closely all the items we were browsing. When we got upstairs there was already an old Caucasian lady browsing the shelves, without any staff watching her. This saleslady kept following us and kept close watch at all the items we were picking from the shelves, while not minding what the Caucasian lady was touching. This behavior of this saleslady is soooooooo bad! Being Asians do not mean we are thieves!! Zara executives: you need to give proper training to your floor staff: people of color like us go to your store to buy stuff and not steal stuff!

Una vergüenza. Compré un regalo para navidad a 20 de diciembre. Voy a 21 de enero a hacer un cambio y me dicen que el plazo se ha pasado. Que son 30 días.
Me parece estupendo que está sea su política de empresa. La mía es que NO VUELVO A COMPRAR EN ZARA

No existe atención al cliente! Ha llegado un mueble defectuoso y no consigo contactar con ellos, el chat no está disponible, el telefono tampoco, el whatsapp tampoco, qué ocurre?! Era una tienda de confianza y no me esperaba esta falta de atención al cliente cuando habia algun problema. No me fiaré más de volver a comprar por la web.

Bought two chairs and a footstool. The latter turned up but the chairs are nowhere. Their WhatsApp chat is hopeless. A bot auto answers and pushes you to a human that never answers. If you spend £1k you expect more in my opinion.

Heavy . Una empresa de este nivel no hay ningún recurso de atención al cliente one line, el teléfono no disponible, WhatsApp no disponible, online chat no disponible y se equivocó de mi dirección de entrega sin que pueda arreglarlo por vuestro error

Esperienza gravissima con Zara Home.
Ho effettuato un reso regolarmente ricevuto dal loro magazzino l’8 ottobre 2025. Da quel momento, nessun rimborso.
Alla data del 5 gennaio 2026 sono trascorsi 89 giorni, a fronte dei 14 giorni previsti dalla legge per l’emissione del rimborso.
Ho inviato quattro diffide formali (22 ottobre, 4 novembre, 5 dicembre e 15 dicembre 2025) senza ottenere alcun rimborso né una risposta risolutiva.

Il servizio clienti ha fornito informazioni contraddittorie, arrivando ad affermare che il rimborso non fosse possibile per una presunta pratica PayPal “aperta”, nonostante la pratica fosse chiusa e PayPal non abbia effettuato alcun rimborso.
Risultato: né PayPal né Zara Home hanno restituito l’importo dovuto.
Un comportamento inaccettabile per un’azienda di queste dimensioni.

CERO ESTRELLAS! NO ENVIAN LOS PEDIDOS, NO HAY FORMA DE CONTACTAR CON ELLOS, ES ABSOLUTAMENTE IMPOSIBLE! PERO QUÉ CLASE DE INCOMPETENCIA MAS TERRIBLE, UNA TOMADURA DE PELO AL CLIENTE, TRATO NEFASTO, NUNCA MAS, RECLAMARE A PAYPAL POR SUPUESTO

Me parece horrible la gestión de atención al cliente. No dan solución, alargan el problema hasta realizar devolución. Muy descontenta. 15 días esperando respuesta para un envío y nada. Funciona fatal.

Beautfil but with the same quality in Temu. Expensive

Very dissapointed in Zara home

I have been on the waiting list for a rug with Zara Home, and as it came available, I placed the order immediately. The rug arrived with a stain on it, and I reached out to customer service where they informed me that the rug was out of stock again. As the rug had come in stock, and then as I purchased it, it was immediately back out of stock, I assume this rug was returned by someone, and then they sent it to me.

The fact that it was returned is understandable, as it is a black stain on the edge of the rug, which will be difficult to get out.

Even though the stain is there, we really do love the rug, and I asked Zara Home if they would partially refund me, or send me a discount for a future purchase. They replied to me that the company policy is that they never offer discounts on damaged products, but they are happy to offer me free shipping on my next order. This rug costs €620, and Zara home feel it’s okay to give me a €3,95discount, or a €19 discount on my future purchase depending on the weight of the order. I do understand companies have policies, however, I have made purchases for almost 5K in the last few years with Zara home, and never returned a product because it was damaged, even though they are not always perfect. I really think Zarah Home should check the customer lifetime value of their actual customers. Picking up a damaged rug and restocking it cost a lot more than offering a discount for a customer that spends significant amounts. I’m truly disappointed in this customer service, as they clearly don’t value a good customer. I can easily order items from ‘the white company’, ‘West Wing’, or other furniture stores, who would happily refund me or offer me a discount if an item was broken. I will be doing so in the future. I loved being a customer of Zarah home, but I will not accept being treated like this.

Leider sehr enttäuscht. Ich war sehr treue Kundin von Zara Home. Ich komme ja aus Spanien und kenne dort den Laden. Sie waren immer sehr korrekt und professionell, bis ich etwas kaputtes zurückschicken musste. Sie haben mich garantiert eine Rückerstattung… ich sehe seit drei Monaten nichts, keine Rückmeldung, kein Geld.
Schade… sehr schade

Les compré un sillon muy bonito hace unos meses. Actualmente está como si hubiesen pasado varios años. Muy mala calidad de los materiales.