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Zara
Unclaimed Business
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AI Review Summary
Based on recent customer reviews, Zara is facing significant customer experience challenges across its South African operations. Customers consistently mention frustration with online order delays, missing deliveries, and refunds that are either delayed or never processed. A recurring theme is dismissive in-store service, with shoppers describing rude managers and unhelpful staff at multiple branches including Eastgate, Gateway, Sandton, and Canal Walk. Product quality concerns surface repeatedly, particularly around shoes, jackets, and perfumes that deteriorate quickly. A small number of shoppers express satisfaction with clothing designs and quality when expectations are met.
Performance(last 12 months):
Trustindex Rating
1.9TrustIndex
1.9
Review Distribution
1.3|49 Reviews
Jul '25 - Jun '26
Recent reviews (49)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
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Anonymous
1 reviews | Active since Jan 2020
19 May 2026, 10:01
Exchange
Good day ZARA Eastgate team, I recently received a birthday gift purchased from your store, but unfortunately the size is not correct. I would like to request an exchange for a different size rather than a refund. I still have the receipt/slip with me. Kindly advise on the process to assist with this exchange. Thank you in advance for your help. Kind regards, T
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Anonymous
1 reviews | Active since Jan 2020
19 May 2026, 10:01
Exchange
Good day ZARA Eastgate team, I recently received a birthday gift purchased from your store, but unfortunately the size is not correct. I would like to request an exchange for a different size rather than a refund. I still have the receipt/slip with me. Kindly advise on the process to assist with this exchange. Thank you in advance for your help. Kind regards, T
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Anonymous
1 reviews | Active since Jan 2020
19 May 2026, 09:38
Zara Mall of Africa service
Bought a jacket from Zara Mall of Africa(the black cropped "leather jacket" it started peeling on the wrists. I went in on the 25th of March 2026 to complain had the jacket with me. The manager forgot her name she is short and light in complexion, she took my details and till today I haven't received any feedback. I am not happy with that cause its over a month and I was told I'll be called the following day. Today is the 19th of May still no feedback from Zara mall of Africa and I honestly like the jacket but not happy with this kind of service.
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Anonymous
1 reviews | Active since Jan 2020
19 May 2026, 09:38
Zara Mall of Africa service
Bought a jacket from Zara Mall of Africa(the black cropped "leather jacket" it started peeling on the wrists. I went in on the 25th of March 2026 to complain had the jacket with me. The manager forgot her name she is short and light in complexion, she took my details and till today I haven't received any feedback. I am not happy with that cause its over a month and I was told I'll be called the following day. Today is the 19th of May still no feedback from Zara mall of Africa and I honestly like the jacket but not happy with this kind of service.
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Anonymous
1 reviews | Active since Jan 2020
7 May 2026, 14:51
Packaging products incorrectly 😡😡😡
Bought boots from Zara, and the packaging was so shocking. No bubble wrap or extra layers of protection for the product. It seemed as if ZARA was trying to save packaging costs 😡😡😡😡completely disappointed. Zara should do better, cause they can’t try and save costs at the expense of our products ! I have never experienced this before. When I order from other stores they add so many layers of protection for our products. DO BETTER ZARA ! Especially because your products are so expensive and show your appreciation for the support throughout ! 😡😡😡
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Anonymous
1 reviews | Active since Jan 2020
7 May 2026, 14:51
Packaging products incorrectly 😡😡😡
Bought boots from Zara, and the packaging was so shocking. No bubble wrap or extra layers of protection for the product. It seemed as if ZARA was trying to save packaging costs 😡😡😡😡completely disappointed. Zara should do better, cause they can’t try and save costs at the expense of our products ! I have never experienced this before. When I order from other stores they add so many layers of protection for our products. DO BETTER ZARA ! Especially because your products are so expensive and show your appreciation for the support throughout ! 😡😡😡
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Anonymous
1 reviews | Active since Jan 2020
2 Apr 2026, 15:37
Unprofessional and horrible service
I went and bought a perfume at Zara Sandton at approximately 15:30 which when I got to the office to realised that I took the wrong box from the bottle that was placed right next to the box, in less than 30min was at the store explained what happend and manager was called by the name of AB didn’t want hear my side of story which I still the store for not having anyone arranging perfume section or assisting on perfume section, you have policies to cover urself but not staff on floor to make sure things are done as they should and managers who are not able to listen and understand clients frustration even if u won’t help but listen. I left the perfume at store with them because I will not take what I will not use
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Anonymous
1 reviews | Active since Jan 2020
2 Apr 2026, 15:37
Unprofessional and horrible service
I went and bought a perfume at Zara Sandton at approximately 15:30 which when I got to the office to realised that I took the wrong box from the bottle that was placed right next to the box, in less than 30min was at the store explained what happend and manager was called by the name of AB didn’t want hear my side of story which I still the store for not having anyone arranging perfume section or assisting on perfume section, you have policies to cover urself but not staff on floor to make sure things are done as they should and managers who are not able to listen and understand clients frustration even if u won’t help but listen. I left the perfume at store with them because I will not take what I will not use
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Anonymous
1 reviews | Active since Jan 2020
20 Mar 2026, 10:27
Zara overpriced items are sooooo uncomfortable
I bought two pairs of the most uncomfortable sandals, as per your customer service I must suffer! Why so pathetic ? The sandals have been worn only a couple of time and @zaracare @zara refuses to assist. Should I throw it away ??? 🤬🤬🤬😡😠
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Anonymous
1 reviews | Active since Jan 2020
20 Mar 2026, 10:27
Zara overpriced items are sooooo uncomfortable
I bought two pairs of the most uncomfortable sandals, as per your customer service I must suffer! Why so pathetic ? The sandals have been worn only a couple of time and @zaracare @zara refuses to assist. Should I throw it away ??? 🤬🤬🤬😡😠
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Anonymous
1 reviews | Active since Jan 2020
16 Mar 2026, 13:52
Zara mone8
I bought a perfume on zara online and I accidentally canceled it after I paid. I haven't received my money till this day and I did the purchase on the 5th of February. The branch keeps on sending me back with no new information. I'm not pleased at all. I haven't received my money and the call centers don't work.
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Anonymous
1 reviews | Active since Jan 2020
16 Mar 2026, 13:52
Zara mone8
I bought a perfume on zara online and I accidentally canceled it after I paid. I haven't received my money till this day and I did the purchase on the 5th of February. The branch keeps on sending me back with no new information. I'm not pleased at all. I haven't received my money and the call centers don't work.
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