I recently ordered four pairs of trousers for my four-year-old son from Zara. While all were marked the same size, two pairs were significantly smaller. Naturally, I contacted their customer service to resolve the issue. However, the experience was nothing short of a nightmare.First, I was surprised to learn that Zara no longer offers a customer service phone line. Instead, I had to rely on their chat support. Despite promptly providing images, the order number, and explaining the situation, I found myself caught in a frustrating loop. The agent repeatedly asked me for the same details—images and the reason for return—despite already having shared this information. On average, the response time from the agent was 5–10 minutes, which made the process agonizingly slow.The most infuriating part? Just as the agent was about to generate a QR code to waive the return fee (which I had requested due to the sizing discrepancy), they abruptly closed the chat. I had to start the entire process again, re-explaining everything from scratch. Despite my efforts to save time by providing all necessary details upfront, the second agent again asked for information I had already supplied. It was a repetitive and time-consuming ordeal.In hindsight, I wish I had just paid the £3 return fee to avoid dealing with Zara’s unhelpful customer service. The lack of efficiency, repeated requests for the same information, and lengthy response times left me completely disillusioned. This experience has made me highly reluctant to order from Zara again. I expected much better from a brand of this caliber, but their customer service fell far below acceptable standards.
