ZARA

I’m probably one of the most respectful and polite people when it comes to employees and stores. Today, I went to the Zara store in Santa Monica to pick up my online order. After picking up my order, I tried it on in the fitting room at the store, and since it was too big, I went to the register to exchange it. Even though I spoke very politely, the cashier woman responded in an extremely aggressive manner, frowning and saying that returns are not accepted for items without tags. Then, again in a rude tone, she said, “I can call my manager if you want.” Despite how politely I spoke, her attitude was unnecessarily rude, and it was a terrible experience. I will never shop at this store again.

They turned off the music at 7pm, but the store closes at 8pm, fitting rooms don’t work, escalators are off. Worst experience. Boxes are everywhere. Manager Ashley is not nice at all.

Location can be a little disorganized, but the staff are doing the best. Really like it, but plssss put out more gender neutral stuff for babies.

ONLY ONE person is always working the main register… Make sure you buffer an hour before you have to be anywhere because you’ll be spending it in line. It has never been an easy experience at the registers here.

Yeah… this place is not it. They need a change of personal. Worst store if seen. As an ex regional store manager of another store brand I can say that this store lacks a good manager that trains their employees to greet, help, sell, and provide a fast checkout. Both management and sales associate lack experience.

Dear Zara Customer Service, I am writing to express my disappointment over a recent shopping experience at your Santa Monica 3rd Street Promenade store. During our visit, my mother and I found a vest that was marked at €35.95. However, at the checkout, we were surprised to find the item priced at $66. This total is considerably higher than the current exchange rate, which should put the item around $39. Furthermore, there was no USD pricing on the tag! When we questioned the discrepancy, the store clerk called the manager. However, rather than addressing our concern appropriately, the manager not only refused to honor the marked price, but also belittled us in front of other customers and staff by laughing and stating that we are in America and won't honor a price in a different currency. I would like to point out that according to California's Business and Professions Code 12024.2 and the False Advertising Law, it is prohibited to charge an amount greater than the lowest price posted on the goods or advertised. Additionally, goods or services cannot be advertised at a specific price unless they are actually available at that price. I am profoundly disappointed not only in the pricing discrepancy but also in the unprofessional and disrespectful behavior of the store manager. After I mentioned the violation he proceeded to ask me if I was a lawyer. I hope you will investigate this matter and take necessary action to rectify the situation. Thank you for your attention to this matter.

Longest lines. One person at the register and a line to the door to check out. Where is management? The store is dingy and needs repair, also. Extra star bc the cashier was nice and processed my refund quickly.

I absolutely love the Zara store in Santa Monica! The staff there are so nice, and it’s located in a beautiful promenade area. It’s definitely the best location. A great place to spend your time with friend or family! ❤️☀️

Don't know what happened to this location. It might be the first Zara location I visited in US? Maybe! I was excited because I loved this chain in Europe and used to shop a lot. So, I enjoyed coming to this Santa Monica location, on the 3rd street. It used to be very nice and the displays were great. I found the store messy, the merchandise badly organized and the staff subpar. Hope they get it together because I like the style of the clothes, prices are decent, and we need options, stores around where you can try what you buy on! So, we need the ol' Zara back!

I read the reviews and I'm still annoyed enough to leave a review. Men's is on the third with both the fitting room and register closed. So if you want to try anything you have to go to basement level and wait in lines. Hire more people! Manager should be more efficient!

Terrible customer service in the men's department. Completely ignored by the staff even after speaking to them. They were just talking to each other and ignoring customers looking for help. On a sidenote, what happened to the clothes here? I used to like the clothes and now it's like a Tommy Bahama store Zara train your men's department staff to not be so crummy!

As everyone else says, the service at this location is abysmal. One of the items in my online order came stained. When I tried to return it, it was refused. I was told this is something I needed to handle by phone and get "permission" to return. Ironically the same thing was happening to a lady next to me who was trying to return earrings in a box. A box corner was bent, presumably in shipping, and the cashier kept repeating "there's no way I am taking that in." When I called customer service for "permission," the first thing the representative said was that "this is something we ask people to handle in store." When I told him I tried to, he asked for all of the information about my experience, and told me that this was not appropriately handled. He said they would have to follow up with the store to let them know. Too bad I didn't get the lady's name, he kept asking, but honestly it seemed like all of the cashiers were on the same "I can't take this return in" train so this is a systemic problem for the store. Grossly sad, don't ever want to come back here.

Always understaffed and bad customer service. It's been like this forever and they've never made changes. I'd give 0 stars if I could

All I have to say is "Dirty" the workers just look at you don't even say hello. Just not as Zara that I would ever experience.

The store is absolute trash. The people who work here are extremely unhelpful and rude... They didn't open the store on time... All power tripping. Boys with long hair and face masks and women with face tattoos. They wouldn't return my items because I was traveling and then got sick and I am six days past the return.. I spend thousands of dollars here per year on myself and my kids and will be taking this business elsewhere. The worst.

Both women's and men's fitting rooms at this location are almost always closed. The disappointing part is, staff only notifies you the fitting room is closed once you have already picked out your clothes and are ready to try them on. Suggestion to management-- put a sign at the front of your store that says "Fitting Rooms closed today" to save shoppers time. People choose to shop physical retail locations these days-- as opposed to shopping online-- because they *want* the experience of trying on clothes in-store and avoiding the hassle of returning items. Myself and several other shoppers left our items and walked out of the store-- likely costing thousands of dollars in missed sales for this location-- because there weren't any fitting rooms.

Just here to give an update on this store it still isn't good and the store looks like it was ran through and empty

This store gets one star because I can't leave a zero. I only resorted to doing a return here because it's in my neighborhood and I wanted to save time. BIG mistake. Barely anyone is shopping so I'm hopeful but by the time I get in line (one person ahead) it took forever. Three young men at the register only one open in the store. It takes so long the line goes through the store. My turn, the "manager" with more than a nasty attitude tells me I can't return my dress. I have the PayPal receipt but he didn't speak to me he spoke to the cashier as if I wasn't there. I left so furious I didn't realize I had the e receipt on my phone. They're taking my return on my way home. These people are horrible. They must be trained to be nasty- like the OG staff at Abercrombie & Fitch. Order online and skip this store.

Zara has the best men's clothes. I've been going to them for over 10 years. I've been to all the locations in Southern Cali and I've always had a wonderful experience at each location. The prices are reasonable and they always get something new. The quality is very good. I still have a lot of my clothes from 10 years ago and they are all still in tact and still in style. I dry clean everything to make them last.

Worst Zara in the us. Lines out the door 1 girl checking people out. Don't tell me covid either it's always been like this

I was in the store for a return and for some reason my QR code wasn't working. I was being helped by Sandra who went above and beyond to assit me. Zara if you are reading these, please reconnize Sandra for her amazing customer service. She was patient, calm and really tried to figure out the issue and then was able to finally figure it out and was able to process my return. Thank you Sandra!!!

Terrible and rude customer service. They don't honor sales prices even though there are signs posted everywhere. Really disappointed and will never shop here again. Not surprised after reading the other reviews.

Your employees need to learn interaction and customer etiquette with clients as they suck, and I will not come back to the store. You probably don't care, but it's this new generation who have no concept of how to interact with people in a polite and courteous manner.

Store just opened at 11AM, there's 2 sales associates at the front of the cashiers, yet it's taking them well over 15 min to process one customer's issue and there are 6 of us in line. Ridiculous Overall grade: F

This location (Santa Monica 3rd st) Inflexible!!! Staff work poorly !!! Won't come back this location!!!!!!!!

Only one person working at the register with a huge line. Are you kidding me? I have been waiting 15+ to return my order! Get your staff together.

The cashier was super rude and ignored you completely. She should not be in the retail business at all. The service is super horrible!

They never seem to have enough staff, on the floor and at the registers. They have several registers on all three floors but only 1-3 are open, 2-3 if you're lucky. And so there's always long lines at the registers. No one is ever available on the floor to assist you. I've also ordered several items online but never received some of them (coats and shoes...not cheap). They kept telling me their courier said all items were delivered. Not!!! Then they refused to give me credit or refund for items lost. Horrible customer service. All the bad reviews on here are accurate.

Literally, the worst customer service ever. Tons of people walking around doing nothing while I waited behind a woman returning 100 things. If they are trying to stop the spread of Covid, they should do a better job of getting people in and out of the store in a timely manner. They are also making you do store credit on returns greater than 30 days...wtf? Have they heard of Covid and the stay at home orders? Ridiculous!

I really love Zara, but this particular location is a MESS! Specially with COVID-19, you would assume they take they're repercussion and make everything easier and faster for EVERYONE. in the men's department, don't expect to get service at all, SPECIALLY at the registers. Nobody is there. Been there a couple of times to back that up. So they only had the registers on the second level (womans) registers opened, 2. And between 7-10 people in line waiting! It's so bad. There should always be 1 employee at registers at all times. They walk by as I'm kinda standing at the register, from the looks there were 2-4 employees there and no one offered to ring me up. And ironically, I was wearing my fave mask that says. 'Don't be a Karen' maybe that's why hahaha

If I could zero stars I would. They have two separate lines - one for returns and one for sales - which in theory makes sense, HOWEVER, the return line gets backed UP. There are 2 cashiers dedicated to solely purchases, and one for returns, however when there is an issue with a return, they need to go back and forth to get the lines equal again.

Horrible wait line! Mean register person. Don't waste time going there. The wait time is insane and return's impossible.

Such an unwelcoming atmosphere in this store - no wonder nobody was really shopping in here!!! The staff!!!!!!! What can I say - either they ALL hate their jobs or something was going on today - as a customer let me tell you your attitude stinks - why work in retail if dealing with customers is not your interest..... to say you both were rude is understating it!!!! TRAIN YOUR STAFF BETTER - it doesn't take much effort to help your customers and sorry to take up your precious time - I will not be back here for awhile...... sad to see after many years of avoiding this particular store for the same reasons it hasn't changed one bit in fact can I say it's actually worse!! Shame you guys are so unhappy working at this store, maybe time for a change if you're that jaded...... just a thought !!!!!

Would give zero if I could, rude manager wouldn't let me return a belt even though I had the original receipt and it was purchased a week ago. I was even open to exchanging for the correct size, and was simply told "No, we cannot do that". Zara you have lost me as a customer, I will never come back, there are plenty of other places to shop. Would recommend 0 out of 10.

I should have read the reviews before I came here to the store. I visited today & the line was seriously hell. Four cashiers & they weren't even friendly and the whole place was hot like a real hell. No air conditioning. The sale was massive with party dresses, shoes, blazers, super cute stuff after Christmas sale but I only found 1 item to buy that was worth it. Price was $29.99 & I regret staying over almost an hour to buy it. Shoe sizing is extremely limited as are the clothes. You either find too small or too big. I bought a top that is XL but super classic that it is just awesome regardless so I'm glad I scored in that regard. But the line was insane. I even considered to go downstairs to their cashier but it was also miserable. I think the best way to avoid this insane crowd is to come when they first open. My mistake was coming around lunch.

The fitting rooms were closed? Except there was no sign saying so, just a very rude employee No point in shopping brick and mortar if you can't try stuff on

Avoid this dumpster fire if you can. I've never had a customer service experience like this. I left laughing. I'm jarred at how awful every single employee was.

Worse shopping experience ever. Disgusting store, 1hr lines and the slowest register staff. It always looks like is closing down.

I may be being extra generous to go 4 stars on this Zara loca. I used to question who did the buying for them. I stopped in this weekend, after doing an inventory search on line and this store being the only spot nearby with an item I wanted to try on before purchasing. I was super surprised by their selection. I feel like it was horrible before and WAY better now!!! I usually shop at the Glendale, Century City or Pasadena locations but now wouldn't rule stopping off in here based on my latest visit. That's all.

Terrible store, cashier was very rude and dismissive they all seemed like they hated their life. I have worked in customer service and never treated a customer the way I got treated, not sure what Zubans problem was when we checked out but we contacted HR to make sure it doesn't happen to anyone else.

I have been shopping at Zara since before it was in the US. I will unfortunately never be shopping with them ever again. I was in there to pick up my online order and decided to pick up 3 items in store for my baby shower. Due to COVID 19 I took them home to try them on. Two days later I tried to return the 2 items that I decided not to use. Unfortunately, my husband threw out my receipt with the online order packaging. They refused to allow me to return the times for either a refund or store credit. Here is my issue: If you require a receipt, then customers should be given the option to have a receipt emailed or texted. Second, I worked in retail in the early 2000's and was able to look up purchases by credit card number. I know that in 2021 you must have that capability and saying that you don't is a downright lie. You need to keep that information for auditing purposes. Customer service via telephone and in store has been terrible. Offering an exchange for the same item is not good faith. Why would I want the same item in a different size if I won't be pregnant anymore in a month and a half ? How in the work am I supposed to know my post pregnancy size ? This is terrible customer service. I will no longer be buying clothes from this store for myself or my kids.

If only I can give a zero star rating I would. First off, the entire store is a cluster f of clothes just everywhere. The staff is so poorly trained in customer service, you'd think you're begging them to provide service to you. My good friend and I went in to grab our girls (ages 5 & 7) some sweaters since it was cold outside, and the staff was so rude to us telling us to "manage our kid better" because they were playing with the belts hanging by where the ridiculous 30 minute line was. They were just being kids, and so much to control when the line is so long. This worker then had the audacity to claim that we should figure out how to control them better. When we asked for the manager, he, who was being rude to us, claimed he was the supervisor and when we asked for his name he stated "legally I don't have to provide you with my name." Then, the girl next to him started to laugh and jibber jabber to her other coworker about us, and then refused to provide service to us. So we had to wait while customers were taken after us, while the supervisor rang up another customer to give us service because the other two "refused." What in the heck of a world do we live in, where a "supervisor" of a chain clothing store is allowed to speak to customers like this? Even the other workers who have zero customer service skills, and laughing along like a rebellious teenagers in high school. It was a mind baffling experience to say the least, one where I'm still processing on how these workers treated us like we're not humans all because our kids were "misbehaving" in their eyes. Management, please take a closer look at your workers, and provide them with the adequate skills to better behave and respect customers when they are just there minding their own business. This experience seriously made me question humanity and the morals people lack in society.

The bad reviews are all accurate. The staff here are beyond rude. They don't bother acknowledging you at the register, just talk to each other like you don't exist. Every time I've been in, the wait has been ridiculous because 3 people are handling one return. Changing rooms were closed and when we asked the staff member stood scrolling on their phone, they said because they don't have enough staff (there were two others just stood chatting to each other at the time). I went in yesterday looking for a specific pair of shoes that the website says they had in stock, asked the woman on the floor if they could have any in the store room as I couldn't see them, she checked her little machine and said yeah there's 4 pairs out, then just walked off. 4 laps of the store and 30 minutes later, no shoes found. They seriously need to turn the air con on too.

Zara do better! The line up is ridiculous and there are 2 cashiers! There are 20 people in line and I have been #14 for 20 minutes!!! I just need to return something. You have at least 7 cashier stations in this location. Designate one for returns since you can't try anything on!

this location needs to TURN ON the air conditioning. it is UNCOMFORTABLY hot ever time i shop here. the employees at the register move as fast as the employees at the dmv. if hell is anything like the line here LAWD FORGIVE ME.

Thursday, October 28th, 2021 I walked into the store today to return an item. There was no problem on my end. The item still had its tag on, I had the receipt, and it was within the 30-day return limit. (Keep in mind, today was my last day to return the item, but it was a coincidence and not intentional.) I went over to the front register where the women's floor is. Business as usual, the employee called me over, and I asked to return an item and showed her the receipt. So this is where things start to get weird. The employee looked at the receipt and immediately began an investigation as to why I waited until the last day. I explained that I didn't get a chance to return it earlier, not that it's any of her business. I didn't think anything of it. But the encounter started to get incredibly awkward because she started quizzing me on my whereabouts and seemed overall shocked with the fact that it was indeed my last day. The date shouldn't be such a big deal because it is Zara's policy. The employee had a wisecracking tone, which I did not appreciate at all. Then I joked, "maybe it was more than just a coincidence." She replied, "what does coincidence mean?" Maybe she didn't know what it meant since she had an accent, and I could tell English was not her native language. No problem. Then I lightheartedly said, "a coincidence is when...", then she immediately interrupted, "I don't like that." I thought to myself, what a rude response, but I didn't respond. She finally returned the item, and I left. So you could tell I felt super uncomfortable once I left the store. The experience was awful. This employee was clearly projecting her issues onto me. Maybe she was just having a bad day. But it was completely unprofessional, and it did not reflect well on the store environment. If she doesn't like the return policy, then maybe she shouldn't work in retail, I suppose. The employee is middle-aged, of average height, has long brownish thick hair, wears glasses, and has an accent. I did not get her name, but she was very rude. I hope I never have to reencounter her when I come to this store.

This location could not possible get it more wrong more times. The staff is ok but the management needs training in customer service and appropriate behavior. They make purchasing and returning absolutely impossible. I will Never ever shop there again. Wouldn't let me use a gift card for part of a purchase and then after I spent $1000 in store they forgot to give me a receipt and wouldn't accept a return for even store credit.... they have no records of purchases from less than a week ago. Update your systems, train your managers, and treat customers with the care they deserve

I love Zara clothing but this place takes terrible customer service to the next level. It's hard to believe this place has any management in place at all. It seems like every time I go there no matter if it's a Saturday morning or a Wednesday morning or how many tons of people they have in line they manage to generate a register line a mile long with one lonely person doing long complicated returns and ringing up. Plus one additional person standing in the front pretending to straighten out the same rack over and over which only infuriates the people waiting in line right next to them wondering why they can't hop on one of the two open registers. Today I was near the front of the line with another string of people behind me but sat in line for 20 minutes on a Tuesday at 11 am---not some crazy Saturday afternoon or holiday weekend. When I and another woman finally asked the clothes straighting lady if she could help out the person sweating bullets on the register she gives us attitude telling us to calm down (in a patronizing voice) that someone is on their way. A solid five minutes later another girl shows up to the register not to assist the one lonely guy but to replace him. UNBELIEVABLE! The new girl finally announces to the woman who looks like she's pretending to be a manager that the other registers are broken hence only one person. The guy comes back up and says people can come downstairs. No direction of the line or anything basically the first one who gets downstairs wins. Just a mess. Not to mention the fitting rooms. I walk in there with a stroller and the lady is like take any fitting room the first one is open. Just bring everything out. Really? Well with a stroller I obviously can't fit myself and my child in the small fitting room and the only open large one was filled with racks of clothes like a storage space. Really Zara you can't afford to hire enough people to manage this fiasco? and should I mention again this is literally 11 am in the afternoon not the end of a long day. Zara has great merchandise but I hope their customer service issues catch up with them people who spend money there deserve to be treated better.

I went shopping at Zara with my fiancee and loved the styles. Both of us liked almost every outfit I tried on. The size selection was good - unlike some other stores which run out of large very quickly. The store was pretty clean and organized as well. The checkout took a while, which is typical for a busy weekend in Santa Monica... so the only real gripe is that their dressing rooms are segregated, so if there is a line for men's and none for women's, there's nothing to do but wait.

Worst service ever!!!! Lines through the whole store and only two registers open. They can I open more registers to help the customers out. This is insane!!! I hate it! Not worth it

I'll keep it simple for my 2 star review. I had to get a $50 gift card for my friend's 4 year old daughter bday, and I visited this store and waited in the line for 20 minutes. It was my turn and I was called to the cashier. Cashier: "Next person in line" Me: Hi, I just need a gift card for $50.00 plz" Cashier: "Ok. hold on..." Me: "Thanks. here's $50 (handing over $50 in cash) Cashier: "Ohhhh WAIT.. you are paying in CASH???" Me: "Yea, why is there a problem?" Cashier: "Uh uh .. I don't take cash.. nah.. you gotta go back in line. This is credit card ONLY" Me: "Uhhh...Okay.. (headed back to the line awkwardly and thinking to my self WHY DIDN'T YOU TELL ME THAT BEFORE COMING HERE??" I was sent back to the line and waited another 5 minutes until another cashier helped me out with purchasing a gift card while other customers were helped before me. Mann... these days, employees are not trained properly and they do not know how to handle customer service. They should have let the customer know prior to the purchase if they only accept credit card. They should put a sign next to the cashier letting the customer know they accept credit card only. They shouldn't waste customer's time and make them feel awkward, and tell them to go back in line so another cashier.. Do a better job Zara!

horrible zara, everyone that works here is very dismissive, and very lazy. the store is a hot mess at all times. it doesn't matter if you go in there at 10:00am, it is still a mess from the night before. they have so many employees and still failed to recover the store. i'm really convinced employees work there to just stand around and just socialize. MUST BE NICE. clearly the management needs to get their crew together. Santa moncia zara please do better!!!!

There were only two cashiers working here at Zara in Santa Monica. It's Saturday. I asked if the could open another register as there were 18 people waiting to pay. The shop assistant said. Sorry. There are no more cashiers ....people walked out. I had to wait because I ordered something that came to this store. Otherwise I would have walked out also. Really ???? Two cashiers. On a Saturday ? Not cool. Don't shop Here on the weekend. Unless you want to wait for 20 minutes ....

The most horrible zara location I've ever been in! Customer service is almost laughable. We were in a different location but they didn't have the size we needed so the store called this Santa Monica location for us. Mind you, we were over an hour away but we were going to drive to Santa Monica to pick the item up...we were told they were gonna put it on hold for 15 minutes?!? I was so disappointed by their inconsiderate manager, I cancelled my plans to buy a wedding entourage's dress from them! We were gonna buy brunch party dresses for 20 ladies and 18 men from them but after this...we did our shopping in Anthropologie. Better service, accommodating manager and overall better experience.

I'm a fan of Zara, but I can't even shop in this store because it's so hot!! I came here a month ago and thought that the broken air conditioner was a one-off situation. I should've known that this is the norm considering how they have heavy duty air blowers trying to cool off the whole place. Unfortunately, this doesn't work. The worse part? The men's section is upstairs, and HEAT RISES, people!!! Fast forward to today, a month later, and nothing has changed! I'm sure that you can easily lose a pant/shirt size by the time you enter the store, and by the time you head to the fitting room!

I think every employee is being trained ... even the manager. 4 customers ahead of me and we've stood in the same spots for at least 10 minutes each.

To keep this as brief as possible: went in with my gf, kicked out of the store for waiting on the same floor where the women's changing room was. Gf looked for me for like 30 min in the STORE since I had her purse and phone. Gf was stalked and harassed by a creepy customer inside Zara. Store does nothing, I find out about this later and called Zara to see what happened. Somehow my fault, sarcastic apology. Customer service treats this as a joke. Relationship is heavily strained since I wasn't there to protect my gf. Zara you disappoint, the employees here are useless and now I'm done with Zara.