The manager claims that She can not be cashier based on zara policy. even there is a long line and an empty cashier machine. Horrible service. read more

This Zara is amazing!! All of the employees are very helpful and they try their hardest to find what I am looking for will be back soon

There is ALWAYS a big line with one cashier open. The rest are in the fitting room doing who knows what. Good selection for kids clothes.

The customer service is absolutely horrible, inattentive, and slow. I returned two online separate items, but when I got home I realized the associate only returned one item. When I came back into the store, the manager was rude, unapologetic, and uninterested. I was trying to be understanding and polite, but no one could find the item that I returned only an hour prior. After being slightly aggressive, someone magically found it. I had to wait in the 30 minute line even though they screwed up. There needs to be a shake up in management and sales associates need to stop being sloppy. read more

Worst managed store I've ever been in. I was there at 6:30 on a weekday to return a jacket. There were two total cashiers for the store, and 3 people in line in front of me, in addition to two people at each register. One guy was being a jerk about a refund, and argued with the sales person for what must have been half an hour (not her fault, but I know this because I was in line for that long). After the other cashier was done ringing up his person, he just left to do other things in the store. Because there was no active cashier, the line got up to at least 15 people-- I even made a comment about him leaving and there being no one to check people out (he wasn't on a break), and he didn't come back for a good 10 minutes. Manager was even right there, and didn't do anything. I will never shop in this store again, despite having an office right next door. read more

Customer service is pretty much non existent.

Waited for more than 20 min for someone to bring the right size, never showed up, no one said anything, no one apologized even after we remind them. Missed our event for being waiting here. Worst experience ever.! read more

Had a such bad shopping experience here! They don't even want to help you out when you need them! And the manager was so rude to me just because I wanna return the clothes that I bought a week ago! read more

There was a sales associate that was awesome and helped me today with locating a pair of boots I needed to exchange for a smaller size. I wish I would have got her name because this low rating review has nothing to do with her. The checkout line was long and was not moving. The lady behind me asked to speak to a manager and I watched the sales associate that assisted me notify the only manager on duty. The manager looked over in our direction and did not bother coming over to assist the lady at all. She didn't even bother to see what the lady wanted. It annoyed me so bad that I walked up to the manager and politely informed her that the customer in line would like to speak to her and that I watched the associate notify her and it was extremely rude of her to dismiss the request and not even acknowledge the customer. It left me with the impression that good customer service is not a priority at this location for management and after reading the other reviews my impression is spot on. read more

Unbelievable... I was waiting in the line trying to pay for my new clothes and I have just been told to leave the store because they were closing. You don't want my money? You won't see me again until you hire new manager. WTF? read more

As a men's fashion blogger and influencer in the Washington D.C. area, I was excited when I first discovered the Zara brand. There was finally a company that had a great mix casual and more formal clothing at reasonable prices; however, the Pentagon City store is simply awful. All three times I have made a purchase from the store, I have waited in line for over 20 minutes to be checked out. Each time only one person has been working the cash register while other employees are just walking around the store. Everyone working there looks like they just don't care to help or realize the fact that the line is getting larger and people are not being checked out fast enough. The first time this happened I mentioned to the cashier that they needed to get more help checking people out. He proceeded to tell me that he was the only person trained to run the register. Seriously, how ridiculous it that!?!? I told him they needed to change that BUT two visits later it seems like they just don't care enough to do anything about it. Furthermore, I purchased a t-shirt from the store that as I realized later was defective. It had a hole in the back due to poor sticking. I did not see the hole until after I had taken the tag off the tags the following day. When I went to exchange the shirt, the management simply would not let me do it without the tag. They also told me that they couldn't take it back without the tag because then they couldn't sell it to other customers. You mean to tell me that you want to sell the defective t-shirt to someone else??? It was one of the dumbest things I had heard in a long time. They openly admitted that it was defective but wouldn't take it back and told me that I had to go through corporate to try and get an exchange. Oh and that's the other thing, all I wanted was an exchange. Overall it was really poor customer service. I have promoted Zara in the past; however, after this recent encounter I do not plan to promote the brand again. I have been extremely disappointed with the lack of attention and customer service. read more

The employees who work here make it so impossible to enjoy the experience of shopping at this location. The girl at the counter today was rolling her eyes at me and actually back talking me because I asked why 20 min ago one person said I could return a dress and now I was being told I couldn't after I spent 20 min looking for something to buy since they said I had to buy something today or I'd lose my store credit. Not to mention I waited in line before shopping to be sure before wasting my time. If you don't like your job, quit. Don't ruin Zara's reputation. Employee # was 506560 in case anyone at corporate cares even a little. read more

Horrible Customer Service. You need to hire people that can make the patrons welcome. Sales staff have too much attitude and are Rude!

Unfair policies that rip off customers. Today I witnessed a mom trying to exchange a pair of jeans that were clearly unworn, had tags on and had a broken zipper. The managers refused to refund her money or get a replacement because "it's the store policy not to accept damaged clothing." The problem was that Zara SOLD the customer damaged clothes. And now they wouldn't follow the standard rule of exchanging the bad goods for ones in good condition. Two managers repeated the idiotic policy to this woman, while everyone around knew this was totally unfair. She couldn't get her money back. She couldn't get another pair of jeans. I hope she reports Zara to Consumer Protection agency and Better Business Bureau. read more

Not sure why I wasted my time here. It gets a second star because I did find one article of clothing worth purchasing but then I stood in line for almost 45 minutes. read more

I was nervous coming here because of the poor reviews, but this zara was actually very good compared to the one in Chinatown. I waited in line for about five minutes and the woman at the checkout counter was SO nice, which was surprising especially because they're having their sale and everything is hectic. She had such a positive attitude and was very patient when I was doing a return. Good job, Zara! read more

I signed up for Yelp just so I can write this review. The customer service at this store is why I am giving it a low rating. There is always one register open with many customers in line on the floor where the women's clothing is located. I worked retail years ago and I know that one customer waiting makes it a LINE! There are always about three employees in the dressing room just staring at the line. While you may have one or two associates walking around the store with paper and a clip board (not sure what they do either). It seems as though no one wants to work the register and the employees just hang out in the fitting room. Customer service seems not to be a priority at this location so I will spend my money elsewhere. Very unfortunate since I was really looking forward to this store opening. read more

They have the worst customer service ever for the men's department and I give them zero stars I called couple time to have a stock check how however the Clark keep hanging on me and the item on sale was gone zero zero stars read more

Service is horrible. Though there are at least 20 people working in this fairly small store, they don't seem to be very productive. There are more clothes on the floor than on the rack. There are only 3 registers open on one level with a line of over 30 waiting customers with a 20 minute wait to check out. My family had time to leave the store and find better prices at a competitor, so we left Zara empty handed. Their loss. read more

Horrible customer service experience. Cashier lady in the kids section forgot to take the security tag off of a pair of pants for my little girl, forcing me to drive back out to the store the following week. They don't open till 11am on Sunday, so I called them at 10:30am to tell them what happened and that I'm now waiting at their door with my toddler twins, but they still wouldn't let me in. After waiting the half hour, being let in, and showing my receipt, they said "oh, seems like we forgot to ring this pair up last time, if you want them, you will have to buy them." Still composed, I responded "sure, ring them up. Any discounts for the hassle you caused?" "No sir, we cant give you a discount." Okay sure, lets just get it over with. Here's were it really went down hill... their tellers were still counting cash and preparing their cash registers despite having opened the store, so they asked me to go to the checkout in the ladies sections, assuring me that there is no wait. SURPRISE, not only is there a wait, but the employees are endlessly consumed by a lady ahead of me who also has an issue. Having been forced to drive back from DC due to the incompetence of their employees, waited for them to open, transferred from one part of the store to another, and agreed to pay full price despite all that happened, I still couldn't successfully buy the $19 baby pants! Best decision I made that day, threw the pants over the counter and walked out! Who every is managing customer service in that store needs to wake up and whip things into shape.. a SIMPLE APOLOGY would have went a long way, but not even that! read more