Review Insights · App Store
ZARA
Industria de Diseno Textil, S.A. · 413,159 ratings · ★ 4.8
4.8
★★★★★
413,159 ratings
🎯 Build a better version
Top complaints - extracted from 58 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"
11 negative reviews mention this · 19% of all complaints
★★★★★ "App not user friendly. While the app looks stylish, it’s not practical for normal users. Hard to filter products and navigate. I wish Zara would redesign the app so it’s easier to view for the user. It’s really frustrating and makes me not want to purchase off…" - Consumer Review67
2
"website"
11 negative reviews mention this · 19% of all complaints
★★★★★ "Don’t use the app to purchase unless you want to lose your money. I made one purchase through the website and everything went as expected. I tried twice to purchase through the app and both times the money was held on my card and it appeared as if everything was fine, A few days later the app showed that …" - JMizzleiggedybacca
3
"customer"
8 negative reviews mention this · 14% of all complaints
★★★★★ "Faulty app/incorrect shipment- in app help could care less. I ordered an over price outfit for my baby’s first birthday. I literally planned the decorations around the damn outfit. They sent the wrong size. I double checked what I ordered and they sent the wrong item. The party is Sunday, and I can’…" - Use this for frustrating runs!
4
"hard"
8 negative reviews mention this · 14% of all complaints
★★★★★ "App not user friendly. While the app looks stylish, it’s not practical for normal users. Hard to filter products and navigate. I wish Zara would redesign the app so it’s easier to view for the user. It’s really frustrating and makes me not want to purchase off…" - Consumer Review67
5
"order"
8 negative reviews mention this · 14% of all complaints
★★★★★ "Faulty app/incorrect shipment- in app help could care less. I ordered an over price outfit for my baby’s first birthday. I literally planned the decorations around the damn outfit. They sent the wrong size. I double checked what I ordered and they sent the wrong item. The party is Sunday, and I can’…" - Use this for frustrating runs!
6
"terrible"
8 negative reviews mention this · 14% of all complaints
★★★★★ "Terrible. Terrible shopping experience. Glitchy app. Not intuitive. You have to really want something to tolerate this app." - Online shopper7
7
"items"
7 negative reviews mention this · 12% of all complaints
★★★★★ "Terrible. The app and website make it so hard to find and buy items" - Megcouv
8
"service"
6 negative reviews mention this · 10% of all complaints
★★★★★ "Faulty app/incorrect shipment- in app help could care less. I ordered an over price outfit for my baby’s first birthday. I literally planned the decorations around the damn outfit. They sent the wrong size. I double checked what I ordered and they sent the wrong item. The party is Sunday, and I can’…" - Use this for frustrating runs!
9
"customer service"
6 negative reviews mention this · 10% of all complaints
★★★★★ "Faulty app/incorrect shipment- in app help could care less. I ordered an over price outfit for my baby’s first birthday. I literally planned the decorations around the damn outfit. They sent the wrong size. I double checked what I ordered and they sent the wrong item. The party is Sunday, and I can’…" - Use this for frustrating runs!
📋 All 58 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").
App not user friendly
While the app looks stylish, it’s not practical for normal users. Hard to filter products and navigate. I wish Zara would redesign the app so it’s easier to view for the user. It’s really frustrating and makes me not want to purchase off their site.
Disgusting pro Israel company
This brand is owned by Israel let’s not help them profit for evil wars and ban Zara !
Don’t use the app to purchase unless you want to lose your money
I made one purchase through the website and everything went as expected. I tried twice to purchase through the app and both times the money was held on my card and it appeared as if everything was fine, A few days later the app showed that the purchase was cancelled and did not explain why, and then the money was eventually returned to my card. I live outside of the country I’m from, so I figured that it was cancelled because there was a problem charging my card from outside the country. I tried to make another purchase and this time I used the card from the country where I live and the money was withdrawn through a transfer from my account, and now the app is saying that I still have to pay to finish the order. I have less confidence that this will be as easy to resolve with my foreign bank account. What is wrong with this app that you can’t purchase safely?
Pictures keep dropping out
I used to love this app for a long time… But all of a sudden pictures keep dropping out I’ll navigate I’ll navigate back and all of a sudden the pictures are gone… If we were just on cellular, I would think that it was downloaded speed or something like that… But it’s also on my home Wi-Fi and the website works fine… Also, why aren’t you cashing the pictures… navigating away from a page and back should not make the pictures disappear
Santiago
From chat support is an unprofessional moron. This company uses incompetent people and incompetent courier services.
업데이트 작작좀 해
업데이트 왜케 자주함? 제대로 만들어서 한번만 배포해라 제발
Terrible
Terrible shopping experience. Glitchy app. Not intuitive. You have to really want something to tolerate this app.
Too much update
Tooo much update
Nena
Bad Bunny, it’s a Ron Ron advertising. Sarah is a classic family ideas not a freaks like Bad Bunny.
App glitchy
Also had to get three different codes to complete a single purchase wtf
Delivery options
I am a grandmother and I want to have my order delivered to another state. this site does not make that possible. Very disappointed !
Super glitchy app
Can’t see half the things very annoying
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
Faulty app/incorrect shipment- in app help could care less
I ordered an over price outfit for my baby’s first birthday. I literally planned the decorations around the damn outfit.
They sent the wrong size.
I double checked what I ordered and they sent the wrong item.
The party is Sunday, and I can’t get it shipped in time via the app options so I contacted their helpdesk to see if they could have it shipped out and possibly comp me the cost of express shipping shipping as the error was their fault. The resolution I was offered was for them to mail me a return label. And for them to mail out the correct item once they receive the return back at their warehouse. I pushback and asked if there was anyone else I could talk to or if there was anything else and that was the only resolution I was offered besides just a plain return label.
This was probably the worst customer service I have ever encountered. Also, the app is annoying and its interface is not intuitive.
They sent the wrong size.
I double checked what I ordered and they sent the wrong item.
The party is Sunday, and I can’t get it shipped in time via the app options so I contacted their helpdesk to see if they could have it shipped out and possibly comp me the cost of express shipping shipping as the error was their fault. The resolution I was offered was for them to mail me a return label. And for them to mail out the correct item once they receive the return back at their warehouse. I pushback and asked if there was anyone else I could talk to or if there was anything else and that was the only resolution I was offered besides just a plain return label.
This was probably the worst customer service I have ever encountered. Also, the app is annoying and its interface is not intuitive.
Can’t place order
I’ve been trying to place an order but the system keeps crashing. It doesn’t let me enter the zipcode and eventually the app closes.
App issues
I’m having trouble shopping on the app due to images not loading properly which is leaving me with a white screen. I’ve tried updating the app and closing it out but the issue comes back after a couple seconds. Could this please be addressed.
+ 8 more in the clipboard copy
Sentiment summary
96%
Positive (4-5★)
1%
Neutral (3★)
3%
Negative (1-2★)