Trust Score 69/100 · 7 sources · 1,646,874 reviews · updated 16 Oct 2026
Zara reviews
In short
Is Zara legit?
Zara scores 1.3 out of 5 on Trustpilot from 22,226 reviews, with 86% of them one star. Sitejabber shows 1.76 from 1,085 reviews and Reviews.io shows 2.6 from 1,013. The Zara apps score 4.81 on the App Store and 4.83 on Google Play, and a Google Maps store listing scores 4.0 from 5,456 reviews, so store visits and the clothes are rated far better than online orders and customer service.
Trust Score 69/100 from 1,646,874 public reviews across 7 sources, updated 16 Oct 2026. How we score
- Rating sources
- 7
- Ratings counted
- 1,646,874
As of 16 Oct 2026 · How we score
AI summary
Zara scores 1.3 out of 5 on Trustpilot from 22,226 reviews, with 86% of them one star. Sitejabber shows 1.76 from 1,085 reviews and Reviews.io shows 2.6 from 1,013. The Zara apps score 4.81 on the App Store and 4.83 on Google Play, and a Google Maps store listing scores 4.0 from 5,456 reviews, so store visits and the clothes are rated far better than online orders and customer service.
- Store staff are often praised by name for being patient, friendly and helpful. Customers report staff finding items in other branches or on a tablet. About half of the Google store listing ratings are 5 star (2,745 of 5,456). Trustpilot
- Customers like the style and the price for what they get. Reviewers call the clothes modern and good value, and one long-time shopper says pieces from the 1980s are still in mint condition. Reviews.io
- The apps get very high ratings, with 4.81 on the App Store and 4.83 on Google Play. About 91% of Google Play ratings are 5 star. Users call the app easy to use, and like the in-store QR receipt and the payment flow. App Store
- Some customers report fast delivery and easy returns. One 75-year-old reviewer says dresses arrived promptly and the return was easy. A German customer says refunds were quick. Reviews.io
- Online customer service is the most common complaint. Customers report AI chatbots that close chats or loop, no phone number, and WhatsApp replies such as "we will contact you" that never lead to contact. Trustpilot
- Refunds for returns are slow or denied. Customers report waiting a month or more, parcels confirmed received but not refunded, and items missing from a multi-item return. On Sitejabber, 860 of 1,085 ratings are one star. Trustpilot
- Online orders arrive late, never arrive, or are marked delivered when they were not. Several app reviewers say standard delivery has slowed from 2 to 3 days to about a week or longer. Trustpilot
- The apps have bugs and navigation problems. Customers report login loops, errors saving favourites after updates, blank payment screens, and swiping that opens a different product. App Store
- Some store visits are rated badly. Customers report rude or inattentive staff, damaged clothes on racks, and security guards stopping shoppers when alarms sound. Google
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 1.3 / 5 | 22,226 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 749,106 | 16 Oct 2026 |
| Google Play | 4.8 / 5 | 867,987 | 16 Oct 2026 |
| 4.0 / 5 | 5,456 | 16 Oct 2026 | |
| Sitejabber | 1.8 / 5 | 1,085 | 16 Oct 2026 |
| Reviews.io | 2.6 / 5 | 1,013 | 16 Oct 2026 |
| BBB | 1.0 / 5 | 1 | 16 Oct 2026 |
Delivery, returns
and support
How is Zara delivery?
Delivery is a mixed picture, and the complaints are frequent. Customers report parcels that never arrive, tracking that does not work, orders stuck in preparation for two weeks, and parcels left outside or marked delivered to a locker they cannot open. App Store reviewers say standard delivery has gone from 2 to 3 days to about a week, and one says full orders take 4 to 6 weeks. Other customers report orders arriving on time or fast, mostly in Germany and Spain.
How do Zara returns work?
In-store returns and exchanges are described as quick, including swapping a size on the spot. Online returns draw many complaints. Customers report refunds that take a month or more, returns marked as not received, QR code return labels that point-of-sale drop-off points cannot print, and a refusal to refund a defective item just after the 30 day window. Some reviewers say refunds were easy, so experiences vary by country and case.
How is Zara customer support?
Support is the weakest area. Customers report AI chat that does not solve problems, agents ending chats without an answer, no phone line, and repeated advice to contact the store or the app. One reviewer says it took seven days of messaging for an hour each day to get a refund. A few customers report helpful agents or a store manager who solved a refund case. Note that Zara has a 0% reply rate on every review platform with reply data except Google.
How is Zara quality?
Customers are split on quality. Some call the clothes top quality for the price and say they last for years. Others report defects such as holes, a badly sewn jacket, shoes peeling after about 40 days, and 3 of 9 items arriving damaged. One reviewer says the fabric feels light for the price. Another says design and quality have declined. Treat the Reviews.io data with care, as it includes spam entries posting a phone number.
What customers say
about Zara
No help from AI chat or WhatsApp chat, as no telephone number to speak to someone when things go wrong.
I recently ordered party dresses and they arrived promptly and fabulous quality, whilst I have only purchased one dress I found it very easy to return.
Antes con el envío estándar en 2/3 días lo tenías en tu casa y ahora tarda 1 semana en llegar al domicilio
I returned a package with six items but Zara said only five arrived?! And I had numerous conversations with bots
Es de lejos la mejor aplicación de ropa de todas. Súper fácil de utilizar
Slow inattentive service! Damaged clothes on racks!
Questions about
Zara
Is Zara legit?
Zara is a large established retailer, and customers report receiving real clothes. Many online shoppers report refund and support problems, which is why Trustpilot shows 1.3 out of 5. BBB lists a grade of A- with 0 complaints in 3 years, though it has only 1 review.
How long does Zara delivery take?
Reports vary. Some customers say orders arrive quickly or on time. Several App Store reviewers say standard delivery now takes about a week instead of 2 to 3 days, and one reports 4 to 6 weeks. Trustpilot customers report late and missing parcels.
Can I return Zara clothes?
Yes, returns are offered. Customers say in-store returns and exchanges are quick. Online refunds are a common complaint, with reports of waits of a month or more and returns marked as not received. One customer was refused a refund just past the 30 day window.
Does Zara reply to bad reviews?
Rarely. The reply rate is 0% on Trustpilot, Sitejabber, Reviews.io and Google Play, and 40% on the Google store listing. Replies there are short and send customers to the website Help section.
Is Zara worth the price?
Many customers say the style and quality are good for the price. Others say some items are overpriced, the fabric is light, or quality has declined. Customers who buy in store report fewer problems than those who order online and need a refund.
Ask the agent
about Zara
Try one of these:
Sources
- 51,379
- 4472
- 3480
- 2743
- 119,152
Brand replied to 0% of reviews
As of 16 Oct 2026
- 5786,909
- 447,883
- 313,452
- 26,236
- 113,452
Brand replied to 0% of reviews
As of 16 Oct 2026
- 52,745
- 41,367
- 3593
- 2224
- 1527
Brand replied to 40% of reviews
Google Maps listing: ZARA
Rating data from Google · As of 16 Oct 2026
- 573
- 446
- 330
- 261
- 1860
Brand replied to 0% of reviews
As of 16 Oct 2026
- 5349
- 457
- 312
- 231
- 1564
Brand replied to 0% of reviews
As of 16 Oct 2026
Brand replied to 0% of reviews
BBB grade A-, 0 complaints in 3 years
As of 16 Oct 2026
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