Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Zara in South Africa draws sustained criticism across almost every touchpoint. Customers consistently describe refused returns on garments that failed after one wear, refunds that never reach their bank accounts, online orders stuck on processing for weeks, and store managers who dismiss complaints. A recurring theme is the absence of any phone or email channel, leaving shoppers reliant on chat agents who redirect them back to stores.
Top Strengths:
- •Product Quality & Value: The strongest theme only in relative terms. Customers praise the design and styling of new collections and a few report amazing quality and accurate sizing, but peeling leather jackets, pilling hoodies, shrinking linen and collapsing shoe soles dominate.
TrustIndex
2
NPS Score
-75
Recommended: Unlikely
Dec '25 - Nov '26
Frequently Asked Questions About Zara
What do customers say about Zara?
Based on recent customer reviews, Zara in South Africa draws sustained criticism across almost every touchpoint. Customers consistently describe refused returns on garments that failed after one wear, refunds that never reach their bank accounts, online orders stuck on processing for weeks, and store managers who dismiss complaints. A recurring theme is the absence of any phone or email channel, leaving shoppers reliant on chat agents who redirect them back to stores.
Is Zara trustworthy?
Zara has a TrustIndex of 2 out of 10 on Hellopeter, based on 46 reviews in the last 12 months. Hellopeter has tracked Zara across 983 total reviews. How is the TrustIndex calculated? →
Recent reviews (46)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jun 2022
I want my refund ASAP.
I recently bought two items from Zara SA. They took the money after authorisation, then took another unauthorised payment right before delivery. They won't respond to my complaint.
1 reviews | Active since Jun 2022
I want my refund ASAP.
I recently bought two items from Zara SA. They took the money after authorisation, then took another unauthorised payment right before delivery. They won't respond to my complaint.
1 reviews | Active since Feb 2018
Bad Customer Service at Zara Canal Walk
Unsatisfactory Customer Service Experience at Zara Canal Walk I am writing to formally express my disappointment with the recent experience I had at Zara Canal Walk, which has left me extremely dissatisfied with the level of customer service provided. I purchased an in-store perfume at Zara Canal Walk approximately one week ago and have yet to receive a refund or any communication regarding the status of my return. I contacted the store and spoke with the manager, Stanley, who informed me that refunds could only be processed in-store. As I reside in Gordons Bay, which is over 120 km from Cape Town, this arrangement is highly inconvenient and impractical for me. I explained that traveling to Cape Town solely for a refund would be cost-prohibitive, as petrol costs would outweigh the value of the refund. Despite this, the manager refused to assist with the refund remotely and stated that I could only receive it during my visits to Cape Town. He also promised that as a gesture of goodwill, I would receive a bottle of perfume valued at R399 during my next visit. Today, I visited Zara Canal Walk in person. Upon arrival, staff members experienced difficulty reaching the manager, Stanley, which caused unnecessary delays. However, there was constant back and forth between staff and management, and when the manager finally approached me, he appeared confused. I expressed my willingness to pay the difference for a perfume of R449, as I was interested in selecting a fragrance I prefer, but he declined my request, stating I could not choose that perfume. I found this to be unacceptable, especially since I was prepared to pay the difference. The refusal to assist or offer a suitable resolution was extremely frustrating and unprofessional. Due to the unsatisfactory handling of my issue and the apparent lack of customer care, I left the store feeling disillusioned. This experience has significantly impacted my perception of Zara's customer service standards, and I am compelled to express my dissatisfaction publicly. I intend to notify others of this experience via social media and escalate this matter through formal channels, I mailed management and to date no feedback from the store or management has been considered
1 reviews | Active since Feb 2018
Bad Customer Service at Zara Canal Walk
Unsatisfactory Customer Service Experience at Zara Canal Walk I am writing to formally express my disappointment with the recent experience I had at Zara Canal Walk, which has left me extremely dissatisfied with the level of customer service provided. I purchased an in-store perfume at Zara Canal Walk approximately one week ago and have yet to receive a refund or any communication regarding the status of my return. I contacted the store and spoke with the manager, Stanley, who informed me that refunds could only be processed in-store. As I reside in Gordons Bay, which is over 120 km from Cape Town, this arrangement is highly inconvenient and impractical for me. I explained that traveling to Cape Town solely for a refund would be cost-prohibitive, as petrol costs would outweigh the value of the refund. Despite this, the manager refused to assist with the refund remotely and stated that I could only receive it during my visits to Cape Town. He also promised that as a gesture of goodwill, I would receive a bottle of perfume valued at R399 during my next visit. Today, I visited Zara Canal Walk in person. Upon arrival, staff members experienced difficulty reaching the manager, Stanley, which caused unnecessary delays. However, there was constant back and forth between staff and management, and when the manager finally approached me, he appeared confused. I expressed my willingness to pay the difference for a perfume of R449, as I was interested in selecting a fragrance I prefer, but he declined my request, stating I could not choose that perfume. I found this to be unacceptable, especially since I was prepared to pay the difference. The refusal to assist or offer a suitable resolution was extremely frustrating and unprofessional. Due to the unsatisfactory handling of my issue and the apparent lack of customer care, I left the store feeling disillusioned. This experience has significantly impacted my perception of Zara's customer service standards, and I am compelled to express my dissatisfaction publicly. I intend to notify others of this experience via social media and escalate this matter through formal channels, I mailed management and to date no feedback from the store or management has been considered
1 reviews | Active since Feb 2018
Zara Menlyn has employees that are not interested in helping or assisting
Zara Menlyn has employees that are not interested in helping or assisting. Poor people skills, no diligence, extinct sense of urgency. They don’t mind a customer leaving and not purchasing due to their poor customer services. For a clothing brand that offers value and luxury the employees there are the opposite. Please take those ladies to training
1 reviews | Active since Feb 2018
Zara Menlyn has employees that are not interested in helping or assisting
Zara Menlyn has employees that are not interested in helping or assisting. Poor people skills, no diligence, extinct sense of urgency. They don’t mind a customer leaving and not purchasing due to their poor customer services. For a clothing brand that offers value and luxury the employees there are the opposite. Please take those ladies to training
1 reviews | Active since Feb 2016
ZARA shocking service - beware return policies!!!
Firstly I should be a VIP customer at Zara SA online - for the amount I spend each month! I buy for my family as well as myself. ... not joking. I purchased 3 boxes of underwear for my son it arrived today. No one opened the boxes as he said he doesnt like Zara underwear, something about the material. Anyway his preference. Went to return/exchange unwanted unopend purchases and Manager said it was against policy. Nothing he could do. BEWARE SECRET POLICIES....
1 reviews | Active since Feb 2016
ZARA shocking service - beware return policies!!!
Firstly I should be a VIP customer at Zara SA online - for the amount I spend each month! I buy for my family as well as myself. ... not joking. I purchased 3 boxes of underwear for my son it arrived today. No one opened the boxes as he said he doesnt like Zara underwear, something about the material. Anyway his preference. Went to return/exchange unwanted unopend purchases and Manager said it was against policy. Nothing he could do. BEWARE SECRET POLICIES....
1 reviews | Active since Aug 2026
Refund withdrawal
I bought 2 dresses at Zara Menlyn on the 14th of August. Yesterday (19th of August) I went to the store to exchange one of the dresses for a bigger size, and other one I returned for a refund, the cashier who was helping me with the refund then called a guy named Jabu for authorisation, he then withdrew my refund, claiming I returned an item that is in an unsellable condition. He claims the dress has stain marks and the store policy does not refund if the item bought it was not in the condition it left the store. My frustration is that I never wore the dress and I was returning it because i realised that I don’t like the dress. It makes no sense to me that a dress that I never wore is in an unsellable condition. While I was engaging with Jabu, he kept saying any complaints I have should be logged onto the website, there is no direct communication between the store and I, I asked for an email address or a way that I can contact to customer care and he kept referring me to the website. I cannot not even add their email address below because they don’t have one. For further information you can contact me on ***, my email address is ***.
1 reviews | Active since Aug 2026
Refund withdrawal
I bought 2 dresses at Zara Menlyn on the 14th of August. Yesterday (19th of August) I went to the store to exchange one of the dresses for a bigger size, and other one I returned for a refund, the cashier who was helping me with the refund then called a guy named Jabu for authorisation, he then withdrew my refund, claiming I returned an item that is in an unsellable condition. He claims the dress has stain marks and the store policy does not refund if the item bought it was not in the condition it left the store. My frustration is that I never wore the dress and I was returning it because i realised that I don’t like the dress. It makes no sense to me that a dress that I never wore is in an unsellable condition. While I was engaging with Jabu, he kept saying any complaints I have should be logged onto the website, there is no direct communication between the store and I, I asked for an email address or a way that I can contact to customer care and he kept referring me to the website. I cannot not even add their email address below because they don’t have one. For further information you can contact me on ***, my email address is ***.
1 reviews | Active since Dec 2019
Defective Goods
Heartbroken 💔 Bought this Zara suit for my birthday 28/07 to wear in Europe. FIRST wear and it tore. Tags were STILL ON. Never washed. Went back to Zara [Kungwini store] and the manager refused a refund + was rude. Contacted Zara online and they ALSO refused. Under the Consumer Protection Act I deserve a refund for defective goods. @zara_sa @zara please do the right thing. #ZaraSA #CustomerServiceFail #ZaraRefund
1 reviews | Active since Dec 2019
Defective Goods
Heartbroken 💔 Bought this Zara suit for my birthday 28/07 to wear in Europe. FIRST wear and it tore. Tags were STILL ON. Never washed. Went back to Zara [Kungwini store] and the manager refused a refund + was rude. Contacted Zara online and they ALSO refused. Under the Consumer Protection Act I deserve a refund for defective goods. @zara_sa @zara please do the right thing. #ZaraSA #CustomerServiceFail #ZaraRefund
1 reviews | Active since Feb 2021
Zara Missing Order
I placed my order on the 31st July, it is now the 17th August. Nothing. It keeps being delayed. No contact number to call for Zara, no email. Nothing. Where is my order: ***? I want a refund. Janine