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Zara
Unclaimed Business
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AI Review Summary
Based on recent customer reviews, Zara faces significant criticism across both in-store and online channels in South Africa. Online orders are plagued by extreme delivery delays, missing items, and prolonged refund processes that leave customers waiting weeks or months. In-store experiences are frequently marred by rude and dismissive managers, particularly at Eastgate and Gateway locations. Product quality concerns around shoes and clothing durability are recurring. Customers also express deep frustration over the inability to reach stores by phone and unhelpful chat support that offers only generic apologies without resolution.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#13
in Fashion & Clothing
NPS Score
-74
Recommended: Unlikely
Review Distribution
1.3|47 Reviews
May '25 - Apr '26
5(4.4%)
4(0%)
3(4.4%)
2(2.2%)
1(89.1%)
5(4.4%)
4(0%)
3(4.4%)
2(2.2%)
1(89.1%)
Frequently Asked Questions About Zara
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (47)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceZN
Zamaswazi N
1 reviews | Active since Jan 2020
16 Mar 2026, 13:52
Zara mone8
I bought a perfume on zara online and I accidentally canceled it after I paid. I haven't received my money till this day and I did the purchase on the 5th of February. The branch keeps on sending me back with no new information. I'm not pleased at all. I haven't received my money and the call centers don't work.
Helpful (0)
|Replies (0)ZN
Zamaswazi N
1 reviews | Active since Jan 2020
16 Mar 2026, 13:52
Zara mone8
I bought a perfume on zara online and I accidentally canceled it after I paid. I haven't received my money till this day and I did the purchase on the 5th of February. The branch keeps on sending me back with no new information. I'm not pleased at all. I haven't received my money and the call centers don't work.
0
Replies (0)KK
Kgalalelo K
1 reviews | Active since Jan 2020
10 Mar 2026, 08:27
ZARA BIKER JACKET
The quality of the biker jacket i bought at ZARA Menyln is disappointing. The leather is starting to peel off and the jacket is only 8 months old.
Helpful (0)
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Kgalalelo K
1 reviews | Active since Jan 2020
10 Mar 2026, 08:27
ZARA BIKER JACKET
The quality of the biker jacket i bought at ZARA Menyln is disappointing. The leather is starting to peel off and the jacket is only 8 months old.
0
Replies (0)UP
Ughetta P
1 reviews | Active since Jan 2020
20 Feb 2026, 08:02
Impossible to call Zara
ZARA CLOTHING is very poor at personal customer service, its actually dismissive of their customers... No way to contact the store. The phone just rings and rings. No way to reach them unless online. Chat agent refers you to go to the store. Its not good when you have a specific request and need to speak to a person in store. Trying to buy another mens top in a different colour and cannot reach anyone to ask them to hold the one item in the size for me until I can get there today. The item is also not listed online that I can find. How difficult is it to speak to your customers!
Helpful (0)
|Replies (0)UP
Ughetta P
1 reviews | Active since Jan 2020
20 Feb 2026, 08:02
Impossible to call Zara
ZARA CLOTHING is very poor at personal customer service, its actually dismissive of their customers... No way to contact the store. The phone just rings and rings. No way to reach them unless online. Chat agent refers you to go to the store. Its not good when you have a specific request and need to speak to a person in store. Trying to buy another mens top in a different colour and cannot reach anyone to ask them to hold the one item in the size for me until I can get there today. The item is also not listed online that I can find. How difficult is it to speak to your customers!
0
Replies (0)ML
Mpho L
1 reviews | Active since Jan 2020
15 Feb 2026, 18:11
Order Not Processed Weeks Later – Multiple Broken Delivery Promises (Order number: 54573349388)
I am extremely disappointed and frustrated with the shocking service from Zara. I placed my order on 29 January 2026 (Order number: 54573349388), and since then, the status has been stuck on “Order received” and “Being processed.” It has now been weeks, and clearly nothing has been done. The original estimated delivery date came and went with no update, no delivery, and no explanation. I contacted the ZaraCare team on Instagram, and while they were quick to apologise, that is unfortunately where their service ends. They provided me with a new delivery date. That date passed. I followed up again, and once again I received another apology and another delivery date. That date also passed. I was then given a third estimated delivery date, which was last Friday — and surprise, surprise, that date has also passed with absolutely no delivery. To make matters worse, the order status on the app has STILL not changed. It is still sitting on “Order received” and “Being processed,” which tells me that my order has not even been handed over to a courier company yet. Weeks later, and Zara hasn’t even processed the order. What is most unacceptable is the complete lack of action. All ZaraCare does is apologise, ask for patience, and give new dates that mean absolutely nothing. No real updates. No accountability. No solution. This has been an incredibly frustrating and disappointing experience. Customers spend their hard-earned money and expect basic service and honesty. At this point, I have lost confidence in Zara’s online service completely.
Helpful (0)
|Replies (0)ML
Mpho L
1 reviews | Active since Jan 2020
15 Feb 2026, 18:11
Order Not Processed Weeks Later – Multiple Broken Delivery Promises (Order number: 54573349388)
I am extremely disappointed and frustrated with the shocking service from Zara. I placed my order on 29 January 2026 (Order number: 54573349388), and since then, the status has been stuck on “Order received” and “Being processed.” It has now been weeks, and clearly nothing has been done. The original estimated delivery date came and went with no update, no delivery, and no explanation. I contacted the ZaraCare team on Instagram, and while they were quick to apologise, that is unfortunately where their service ends. They provided me with a new delivery date. That date passed. I followed up again, and once again I received another apology and another delivery date. That date also passed. I was then given a third estimated delivery date, which was last Friday — and surprise, surprise, that date has also passed with absolutely no delivery. To make matters worse, the order status on the app has STILL not changed. It is still sitting on “Order received” and “Being processed,” which tells me that my order has not even been handed over to a courier company yet. Weeks later, and Zara hasn’t even processed the order. What is most unacceptable is the complete lack of action. All ZaraCare does is apologise, ask for patience, and give new dates that mean absolutely nothing. No real updates. No accountability. No solution. This has been an incredibly frustrating and disappointing experience. Customers spend their hard-earned money and expect basic service and honesty. At this point, I have lost confidence in Zara’s online service completely.
0
Replies (0)SS
Shorouk S
1 reviews | Active since Jan 2020
13 Feb 2026, 07:10
Zara Gateway be careful of ****
On 30th November 2025 I purchased jeans from Zara, Gateway Mall, South Africa. I refunded this pair of jeans on Dec 7th 2025 . At the time of refund, I asked the cashier to refund me in cash as I paid with my debit card however she refused as she mentioned that the refund must be done with the same method of payment which is a card refund. After few weeks of not receiving my money, I follow up with one of the store employee who followed up with me after few days and told me that the money was refunded again to my card. By following up with my bank I found out that no refund has been issued ever by Zara. I went again to the store and met the branch manager who was super rude and she mentioned that the refund was issued cash which is impossible as this is not the refund policy of Zara the refund must be done with the same payment method. I explained to her and asked her to check the CCTV as it must to be a **** as the cashier issued a cash refund and informed me that the refund by policy must be done with the same method of payment. The manger refused and told me go to police. So basically, she doesn't mind damaging the brand reputation and involves police or court than just carrying out an internal investigation. I reported to customer service in South Africa but in vain. My main concern is not the money but the fact that I got ****med in a well known store like Zara and the neglect and terrible customer service skills of the branch manager lastly the negative response of the customer service team. I am disappointed as a customer and after being a customer for more than 20 years I will never deal with any Zara shop in my life. Now I will escalate the issue as advised by the branch manager to court and local police which I am shocked about as I never solved a refund issue this way with any brand in any country on the planet in my entire life.
Helpful (0)
|Replies (0)SS
Shorouk S
1 reviews | Active since Jan 2020
13 Feb 2026, 07:10
Zara Gateway be careful of ****
On 30th November 2025 I purchased jeans from Zara, Gateway Mall, South Africa. I refunded this pair of jeans on Dec 7th 2025 . At the time of refund, I asked the cashier to refund me in cash as I paid with my debit card however she refused as she mentioned that the refund must be done with the same method of payment which is a card refund. After few weeks of not receiving my money, I follow up with one of the store employee who followed up with me after few days and told me that the money was refunded again to my card. By following up with my bank I found out that no refund has been issued ever by Zara. I went again to the store and met the branch manager who was super rude and she mentioned that the refund was issued cash which is impossible as this is not the refund policy of Zara the refund must be done with the same payment method. I explained to her and asked her to check the CCTV as it must to be a **** as the cashier issued a cash refund and informed me that the refund by policy must be done with the same method of payment. The manger refused and told me go to police. So basically, she doesn't mind damaging the brand reputation and involves police or court than just carrying out an internal investigation. I reported to customer service in South Africa but in vain. My main concern is not the money but the fact that I got ****med in a well known store like Zara and the neglect and terrible customer service skills of the branch manager lastly the negative response of the customer service team. I am disappointed as a customer and after being a customer for more than 20 years I will never deal with any Zara shop in my life. Now I will escalate the issue as advised by the branch manager to court and local police which I am shocked about as I never solved a refund issue this way with any brand in any country on the planet in my entire life.
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Replies (0)RM
Rebotile M
1 reviews | Active since Jan 2020
11 Feb 2026, 21:28
Zara onlineis a ****
I bought items online on the 14th of January no and till today no delivery no refund just emails of we working on your case since till today the 10 of February, when dis Zara become a ****
Helpful (0)
|Replies (0)RM
Rebotile M
1 reviews | Active since Jan 2020
11 Feb 2026, 21:28
Zara onlineis a ****
I bought items online on the 14th of January no and till today no delivery no refund just emails of we working on your case since till today the 10 of February, when dis Zara become a ****
0
Replies (0)NL
Natasha L
1 reviews | Active since Jan 2020
2 Feb 2026, 19:25
Rudeness of management
Went to Zara store in gateway to buy perfume and it was self service I forgot my perfume I never took it out went into the store today to find out I was ignored for half and hour thinking they looking at the cameras to see what happened they just told me there is nothing they can do Lindo says she is is the manager but when I asked her before she said Sha was going fetch the manager she told there is nothing that can be done because its my fault I was angry about that really I was angry with the rudeness of the manager how can Zara owners have such rude staff shame not all
Helpful (0)
|Replies (0)NL
Natasha L
1 reviews | Active since Jan 2020
2 Feb 2026, 19:25
Rudeness of management
Went to Zara store in gateway to buy perfume and it was self service I forgot my perfume I never took it out went into the store today to find out I was ignored for half and hour thinking they looking at the cameras to see what happened they just told me there is nothing they can do Lindo says she is is the manager but when I asked her before she said Sha was going fetch the manager she told there is nothing that can be done because its my fault I was angry about that really I was angry with the rudeness of the manager how can Zara owners have such rude staff shame not all
0
Replies (0)CV
Cara V
1 reviews | Active since Jan 2020
22 Jan 2026, 16:14
Low-end service levels
Exceptionally poor service experienced at your Canal Walk store on Wednesday, 21 January 2026, at approximately 16:30. Given your position as an international high-end fashion retailer, the standard of service I encountered was not merely disappointing—it was indefensible. From the outset, staff demonstrated a complete lack of professionalism, attentiveness, and basic customer engagement. I was at your store to collect an online purchase, and the lack of service I received once again validated my inclination towards shopping online. Three of your sales staff were standing around at the pay point, speaking in an African language to one another, when I was under the impression that all Zara staff should (at all times) be speaking English? Assistance was then begrudgingly offered, communication was dismissive and unhelpful, and requests that should be routine in a luxury retail environment were met with indifference. At no point did I feel valued as a customer, nor did the staff appear remotely invested in upholding the brand standards your store claims to represent. After 10 minutes of waiting for my parcel, the sales assistant finally appeared with it in hand. When I requested a shopping bag, she informed me, in an indignant tone, that a bag would be charged at a cost of R2.50. What makes this experience particularly unacceptable is the clear disparity between your pricing and your service delivery. Customers are not paying premium prices solely for products—they are paying for expertise, respect, and an elevated experience. On this occasion, I received none of the above. Quite frankly, the service fell below what would be considered acceptable in an entry-level retail environment, let alone a luxury department store operating on an international stage. This reflects either a serious failure in staff training and management, or a broader disregard for customer experience – both of which should concern you deeply.
Helpful (0)
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Cara V
1 reviews | Active since Jan 2020
22 Jan 2026, 16:14
Low-end service levels
Exceptionally poor service experienced at your Canal Walk store on Wednesday, 21 January 2026, at approximately 16:30. Given your position as an international high-end fashion retailer, the standard of service I encountered was not merely disappointing—it was indefensible. From the outset, staff demonstrated a complete lack of professionalism, attentiveness, and basic customer engagement. I was at your store to collect an online purchase, and the lack of service I received once again validated my inclination towards shopping online. Three of your sales staff were standing around at the pay point, speaking in an African language to one another, when I was under the impression that all Zara staff should (at all times) be speaking English? Assistance was then begrudgingly offered, communication was dismissive and unhelpful, and requests that should be routine in a luxury retail environment were met with indifference. At no point did I feel valued as a customer, nor did the staff appear remotely invested in upholding the brand standards your store claims to represent. After 10 minutes of waiting for my parcel, the sales assistant finally appeared with it in hand. When I requested a shopping bag, she informed me, in an indignant tone, that a bag would be charged at a cost of R2.50. What makes this experience particularly unacceptable is the clear disparity between your pricing and your service delivery. Customers are not paying premium prices solely for products—they are paying for expertise, respect, and an elevated experience. On this occasion, I received none of the above. Quite frankly, the service fell below what would be considered acceptable in an entry-level retail environment, let alone a luxury department store operating on an international stage. This reflects either a serious failure in staff training and management, or a broader disregard for customer experience – both of which should concern you deeply.
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Replies (0)