Review Insights · App Store
ZARA
Industria de Diseno Textil, S.A. · 407,694 ratings · ★ 4.8
4.8
★★★★★
407,694 ratings
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Top complaints - extracted from 52 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"zara"
12 negative reviews mention this · 23% of all complaints
★★★★★ "Cart emptying???. The main reason I’ve used the Zara app is the cart stays full for as long as you want. Now it empties after 24 hours or so?? I mean I guess i am saving money but wow dumbest thing someone at the company decided to do. Please fix this glitch…" - Olive_____***
2
"website"
10 negative reviews mention this · 19% of all complaints
★★★★★ "Terrible. The app and website make it so hard to find and buy items" - Megcouv
3
"items"
8 negative reviews mention this · 15% of all complaints
★★★★★ "Terrible. The app and website make it so hard to find and buy items" - Megcouv
4
"customer"
8 negative reviews mention this · 15% of all complaints
★★★★★ "Order keeps getting canceled. My order keeps getting canceled , I’ve tried more than 5 times now. Also not user friendly and customer service is rude" - Goose1023
5
"terrible"
7 negative reviews mention this · 13% of all complaints
★★★★★ "Terrible. The app and website make it so hard to find and buy items" - Megcouv
6
"hard"
7 negative reviews mention this · 13% of all complaints
★★★★★ "Terrible. The app and website make it so hard to find and buy items" - Megcouv
7
"user"
7 negative reviews mention this · 13% of all complaints
★★★★★ "Order keeps getting canceled. My order keeps getting canceled , I’ve tried more than 5 times now. Also not user friendly and customer service is rude" - Goose1023
8
"shop"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Black women take your money elsewhere.. Black women shouldn’t shop here." - raid4445666654456776545
9
"order"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Order keeps getting canceled. My order keeps getting canceled , I’ve tried more than 5 times now. Also not user friendly and customer service is rude" - Goose1023
10
"friendly"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Order keeps getting canceled. My order keeps getting canceled , I’ve tried more than 5 times now. Also not user friendly and customer service is rude" - Goose1023
11
"service"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Order keeps getting canceled. My order keeps getting canceled , I’ve tried more than 5 times now. Also not user friendly and customer service is rude" - Goose1023
12
"user friendly"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Order keeps getting canceled. My order keeps getting canceled , I’ve tried more than 5 times now. Also not user friendly and customer service is rude" - Goose1023
📋 All 52 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Terrible
The app and website make it so hard to find and buy items
Black women take your money elsewhere.
Black women shouldn’t shop here.
Order keeps getting canceled
My order keeps getting canceled , I’ve tried more than 5 times now. Also not user friendly and customer service is rude
.
They don’t respect the time of customer and they were so rude
Confusing as all get out!!
The app is extremely hard to navigate. The pics are editorial and hard to get a feel of how the clothes will look. It’s hard to return to anything you’ve viewed before. There’s no record of browsing history. If you add items to your bag before logging in, your bag will be emptied once you log in. You have to scroll up and down to look at clothes when most apps are left to right orientation. I could go on in on. Your app needs an overhaul by an experienced UX engineer. Do a focus group or something. The editorial pics are nice, but when it’s time to shop the app needs to MAKE SENSE!!
Cart emptying???
The main reason I’ve used the Zara app is the cart stays full for as long as you want. Now it empties after 24 hours or so?? I mean I guess i am saving money but wow dumbest thing someone at the company decided to do. Please fix this glitch!!!
Credit card got stolen hours after making my first purchase
It’s the only recent purchase I can think of that was out of the ordinary for me. Might want to check your security…
Activate a gift card!!!
Worst customer service
Horrible app
Constantly glitching. Never loads. Uninstall. Reinstall. Major problem.
La atención del chat terrible
Terrible la atención, además de que no dan soluciones, nunca te deja un histórico, cada vez que los contactas debes contar todo de nuevo. Llevo casi 4 a la espera de un reembolso y no me dan solución
app sucks stay online
from looking at clothing colors and options to making payments- app is terrible. stay using on a browser if you can
Horrible delivery coverage
They couldn’t deliver to an address easy to get to!
Website
Zara website isn’t user friendly - takes too long to sift through items . SLOWWWWWW!!!
Racist company
This company does not deserve our money, They racially profile people of color.
Constantly Crashing
Every single time I use the app and try to use the search functionality is crashes over and over again
Don’t Shop Here
These people are stuck up brats that think the world is owed to them it is absolutely ridiculous and pathetic the way they act.
No sirve el probar ropa
Deben de arreglar la aplicación no me sirve el probar ropa
Joshua Hunter
I order from here online all the time and they continue to loose packages not me expected delivery time after my order is completed I will not be giving Zara any more business very disappointed
Website inferior
Website is impossible to use. Not user friendly at all.
Missing items
I had a terrible experience with Zara online.
My order was marked as “delivered,” but the package was left outside my apartment building, in front of the mailroom door facing the street - not in my unit or secure mailroom (Parcel Pending). The delivery photo clearly shows it was left in an unsecured area, and the package was stolen.
When I contacted customer service, they refused to take responsibility and kept repeating that the carrier marked it as delivered. They did not consider the fact that it was not properly delivered or secured.
This is unacceptable. Customers should not be responsible for packages that are carelessly left outside in public areas. I’ve never had this issue with other retailers.
Very disappointing experience - I will not be ordering from Zara online again.
My order was marked as “delivered,” but the package was left outside my apartment building, in front of the mailroom door facing the street - not in my unit or secure mailroom (Parcel Pending). The delivery photo clearly shows it was left in an unsecured area, and the package was stolen.
When I contacted customer service, they refused to take responsibility and kept repeating that the carrier marked it as delivered. They did not consider the fact that it was not properly delivered or secured.
This is unacceptable. Customers should not be responsible for packages that are carelessly left outside in public areas. I’ve never had this issue with other retailers.
Very disappointing experience - I will not be ordering from Zara online again.
Zara app is not working
Not logging in to app already 4 days.
New update
Now with the new update, I can’t login. Please fix it!
Garbage app
No organization, hate their UX when viewing items. Also payment portal is glitched. None of my orders go through.
Not working
When I open this app,
I can’t get past the first page that says Zara!
I can’t get past the first page that says Zara!
Login issue
It has been a few weeks since my account was logged out and i couldn’t successfully login to my account after many attempts.
Terrible app and service
This app sucks. As does the website. I keep trying to make a purchase and I’m being blocked for no apparent reason. I reached out to zaira customer service and that is a complete joke. Don’t bother unless you want to be frustrated and have your time wasted.
Bad Color combinations
Super unprofessional and bad UX design. Background color as “pure black”? That’s crazy…
Too difficult
Your website is not user friendly. Very hard to navigate. Do better
Great clothes, AWFUL app
It kept rejecting my address, the chatbot kept saying I was in the wrong country even though it brought up locations near me. Super frustrating. 15 minutes later it finally went through 🙄
Website
The website is too difficult and I left my bag in there overnight and it disappeared the next morning
Terrible Clothes 🤢
I have been buying clothes from Zara since for ever. Even my whole family. But recently I have realized that Zara has the worst clothes ever. I am a 12 year old girl and my mom keeps buying clothes from them and I have realized that all the clothes are for 9 years old and younger. And now I don’t have that big of a closet. I also have had a shirt for not even a year and has 4 holes! Take this as a sign. I’m worrying you. Don’t let you mom or dad buy from Zara!
Website is terrible
The website is terrible. Constant loops in entering a correct address. When you close out of a window it doesn’t bring you home. The swiping down to view additional pictures is weird. The model pictures are terrible to actually know how the clothes will fit. The off shoulder mesh grey swimsuit is an example. Not giving free shipping on a $360+ order is ridiculous.
Poor
Site is hard to navigate.
Order
I’m make order after payment send me email he cancel and he will back money after 2 weeks !! 500$ F… Zara
Bad experience
The worest customer service
Needing face identification or password
To many updates on the app. Also need g to login as a requirement to shop is a lot!
Disappointed
Can’t shop online. App stops completely showing no pictures but blackouts in every 2 minutes since I started using for about 2 months now.
Interface
The interface is not user friendly at all.ot looks boring and I would not shop online on the app if I don't need to
Horrible Interface
Stop trying to be fancy and just have a normal user interface that is way easier to navigate. And have all color options of a specific item show up under the same listing.
They steal my money
They sent my package to the wrong address and don’t want to refund my money.
Difficult
I really hate the Zara website. I know hate is a strong word but I find it difficult to navigate. Having to scroll down to look at other pictures of some thing rather than side to side like other websites. I feel like it is not user-friendly.
Complain
With a 150$ spend at zara at least you should put delivery free
I did not get my order.
I did not get my order and it was not replaced. I’m never buying from this app again
Customer review location
I wasn’t able to locate where customer reviews were for my items. Don’t like that.
Site navigation is challenging
Don’t like the way you’ve set up navigation on your website - it’s challenging to see what’s selected and then what’s suggested
Cashier attitude
Don’t understand why all the cashiers at the two Zara locations always have attitudes. They seriously hate their jobs and shouldn’t not be there!
Glitchy
This site is very glitchy and makes you cancel out all the time. There are no reviews on items. Also, it’s very hard to manage.
Images stop working all the time
I have decent internet and only search at home and images stop working all the time.
Hate the dark screen!
Please bring back the regular white background! And please stop narrowing/reducing the images - make it full screen without leaving gaps/space on the sides instead of making everything so small and painful to the eye! Please make the app easy to use! This strains eyes and makes it hard and unpleasant to see anything!
Can’t click on “account”
Using an iPhone 15 Pro Max. At the bottom of the screen it will not let me click on “Account”. All of the other buttons/options work but when I click “account” nothing happens. Please fix.
+ 2 more in the clipboard copy
Sentiment summary
96%
Positive (4-5★)
1%
Neutral (3★)
3%
Negative (1-2★)