I've been a Zara patriot eversince God knows when but this location apparently does not have a very friendly customer service. Never bothered to call when my packaged arrived, I had to phone headquarters to get an update. With my recent purchase, I phoned and asked to see if they could check whether it's ready for pick up but the associate just told me to phone the following week because it probably did not arrive as of yet. She didn't even check. Ugh. But because I love the clothes here, I'd still go back lol read more

The Metrotown location at Zara isn't my favourite. Everything is disorganized and it's almost impossible to find your size since most of the sizes are always sold out. It's chaotic, with lots of people milling around on any given day. There are always lineups at the change rooms, so it's not that great if you're pressed for time or if you're not patient. I prefer the Richmond Centre location a lot more. The Richmond Zara is really organized, well stocked and the best part: usually no lineups. My advice: Go there, and skip the Metrotown one if you want to get some serious shopping done! read more

I was out looking for a new blazer/sport jacket or two, and some dress shirts, and a friend mentioned that Zara was great for what I was looking for, and they were also having a sale. So I wandered into Zara, from first glance, they seemed to have what I was looking for. But as I started my search, they didn't have very many sizes. When I wanted to inquire about sizes, there weren't any sales staff available. As I started to look for them, I saw 5 of them standing behind the counter (in which two were actually ringing in transactions). I tried to get some of them's attention, but failed as they either just looked away, or pretended like they were busy. I got so frustrated that I just ended up walking out of the store with nothing, and ended up at a different store where my experience was a lot better than this. read more

I went to pick up my online order. I had to wait about 25 minutes because of the line up. When it was my turn the staff (East Indian girl) had trouble scanning the bar code. She was very apologetic and apologized to me several times. She went in to speak to her manager and came back and apologized to me about the wait. She was courteous and friendly. read more

I went in today to pick up an online order and I want to thank the blonde female customer service rep and the Asian customer service rep (I think his name was Curtis?) in the men's section for their attention even though the lineups were insanely long. Even though I had to wait 15 mins until someone came over and processed my online order, the staff seemed cool, collected and attentive even though it was chaos inside! I could tell how some people may find their customer service a bit offhandish but that's solely because the store is insanely busy during sales. I would recommend to management that, if possible, to increase the number of staff on the floor. But nevertheless, thank you to the staff members - sorry I wasn't able to confirm your names! read more

The sales consultants are very nice but I found the store a bit more limited in selection than other branches. I love the designs of zara clothing but the quality isn't the best and usually I will donate their shirts after a few laundries. I love this location because it's very comfortable for me to arrive and because there's no stairs so it's easier for me to go with my best friend (she's on a will chair). I'll absulutly recommend to my friends about this store will come back there myself. read more

Stay away from this place. My friend had dropped off a Jacket he bought and he noticed a flaw. So he took it to the Metrotown Store and they said they would call when it was ready. He gave them my info as he was leaving to HK for a month. They called me late Saturday to say it was ready. I work shift work so it was only Wednesday that I was able to get there and guess what, they couldn't find the Jacket, it just vanished. I sent my friend an e-mail about it. Today (Thursday) I get a call saying they have it. Now here is the clincher, it's not the one he dropped off, it's a new replacement. This is not my Jacket, it's a friends. So I had to e-mail him asking what to do, take it or leave it. Well, at least they are offering a settlement but still, how can something go missing like this in such a short time. read more

When considering how busy this place can get, the staff does a great job at keeping the place clean. It is usually quite tidy in there and fairly easy to find sizes. Since it is so popular, wait times at cash or in the fitting rooms can be a bit long at times. I wouldn't dock anything for that though, since the staff can't magically create more fitting rooms etc. The one thing that does bug me when I shop here are the stains on the clothing. It disappointing when I find my size in the racks and it has very noticeable make-up stains or small tears. Even if the item just arrived less than a week before, there will be at least a few things on the rack that are stained or something. Again, this is not the fault of the employees at the store, but most likely from customers trying items on in a hurry. To my fellow shoppers, please scrub your make-up off on your wash cloths at home and not on the beautiful Zara clothing. read more

Poor customer service with long lineups for the dressing room and the cash register. Their manager also wouldn't help with a return even though I had a receipt. Buttons were falling off the shirt I purchased and they wanted to get it fixed and have me come back, though I was travelling and wanted to return the shirt and the manager would not let me. I asked about where to get the top from the mannequin and the staff did not know. I bought a pair of pants and the zipper immediately broke. Really poor quality and seems like their staff are not adequately trained. I have emailed customercare.ca@zara.com to give feedback to this manager in the women's section, so I sincerely hope that they improve their customer experience to serve their customers. Update: There are really long lines at this store during the holiday season. Unfortunately my top broke. I emailed Zara customer care and they told me to bring the item back for the Manager to review. The Manager could only give me current selling price as I didn't have the receipt (though Customer Care didn't mention this). So much unclear information, plus as the lines are really long, it is inconvenience to have this sorted as they don't take mail returns for damaged goods. If you have all the time in the world, feel free to line up. Otherwise, I would think twice. Spoke to their customer service line and it's unfortunate that they are unwilling to do anything to make this better. Very similar to the other posts, the Managers and Customer Care line have not given clear information. It doesn't feel like they are listening and it's a shame that they aren't able to make the customer experience better. read more

It's almost like shopping in a hurricane zone. Piles of random clothes everywhere, including multiple piles on the floor. I normally shop in the morning, so it's not like it's a mess from just that day. Evidently they don't even try to re-organize before or after closing. Winners and Value Village are better organized, so it's not like it's a "you get what you pay for" situation. Staff treat customers like nuisances as well. I was in there yesterday and the blonde girl letting people into change rooms was BEYOND rude. She was condescending, and loudly chastised multiple women for not lining up "properly", and not re-hanging the clothes "properly" after they'd tried them on. Excuse me, she's the one getting PAID to do that. And the rest of the store looks like hell anyway, so who cares how WE re-hang the clothes?! She started to get after me for not re-hanging a dress properly and I said, "Well I found it half inside-out, crumpled in a heap, on a table with mostly jeans, so I'm returning it neater than I found it, actually." She said ok, and muttered something about how annoying it is when people don't put things back properly. Major rule of working retail: do NOT complain to customers about how annoying customers are! Yeah, people are annoying sometimes... Welcome to the service industry, princess! Obviously customer service is not part of the job training. I don't think other Zara locations are like this. They're neatly kept, and staff are either neutral or pleasant. I don't know who the merchandizer is for the Metrotown location, but clearly they're not doing their job. I don't know how anyone from their upper management can walk into a place like that and think "Yeah, this is fine" read more

I agree with the other review. Worst store experience in my life. Security was stalking me

Worst customer service!!!!! There is some guy that works there always see him in the women's department and he's just walking around super stuck up doesn't even acknowledge customers honestly this guy should be fired. The store isn't that messy considering it's metro town but they need to hire better people there. Employees shouldn't have personal conversations in front of customers when ringing them in. The managers should really keep an eye on their team. Zara is amazing. But avoid this location either go online or go to Robson they have amazing service at the downtown location, metro town is full of stuck up arrogant employees. read more

Messy, messy, super messy. I am a pretty experienced Nordstrom Rack shopper so picking through racks and searching for "good finds" is nothing new to me but this store is just a disaster. Not a single wall looked like it hadn't been yanked at by tons of people. I just cannot shop in a store that looks like it was hit by a tornado. They need to staff more people or something because it is a significantly large store and if it's busy I guess the upkeep just isn't happening. When you compare this location to the Robson location it's like night and day. Awful shopping experience - I couldn't even shop, just walked in - glanced around, felt overwhelmed and then walked out. read more

Heads up, if you want to return something to Zara, please be sure you return it ON TIME (well within 30 days). Zara is incredibly anal about their policy and there are absolutely no ands, ifs or buts. It doesn't matter if the item is in pristine condition, price tag still intact along with itemized receipt. Zara refuses to compromise even if the purchase is one day late. Your other option is boycotting that retailer completely as well. Zara will not even offer an in-store credit either, no joke. So buyer beware!!!! I learned this the hard way. read more

Terrible customer service and quality shoes! I bought a pair of studded flats from their website thinking I'd get a perfect and stunning pair like the one they photographed, but all I got was a complete mess. Studs were dented and covered in a brown glue, and the leather straps were cheap and not made well. They costed me $70 but look like $7, although they were discounted to $30 right after I bought them. I emailed Zara with a complaint of the quality and asked if I could get an exchange, return or difference. They replied asking for photos, so I sent them some. Then they told me that they'll follow up and contact me with further information. Well, it has been way over a week and I'm completely unsatisfied and clueless to as what I'm going to do. On top of that, an employee from Zara told me that I'm basically stuck with the shoes and didn't help me! read more

I always shop here because I work at the mall and because I love the brand. The store is always a mess and I get it because of the high traffic. I never had any issues until today when I was waiting in line for 30 min and then when my turn came this girl was trying to do something at the till and I just made a queStion and she gave me the dirtiest look. She was pretty rude and also she didn't even answered me, completely igno. She was short, darker hair tied back and Asian descent. I don't know her name but she was at the men's till. I work in customer service so I know what is like to deal with people every day. I think she was kind of manager since she was telling others what to do. Very disappointed. You should not have people like this managing. She has no clue on how to deal respectfully with customers. I am very sorry but this was just a terrible experience in a place that I actually love to shop. read more

I shop online 99% of the time. I dread having to do anything with the staff at this store, even just calling the store to inquire about anything is worst than a root canal. Friendly customer service is not a requirement at this store and it starts with the management. read more

Horrible customer service. You forgot to take off the security tag off my friend's purchase and then accused her of stealing. It was your mistake to start with and then you handled it very very poorly. The snobby manager had a very bad attitude and never gave my friend an apology after it was sorted out. (They even lied about the manger being off shift to avoid an apology). You guys made a SCENE after all!!!!!!! I will never ever shop at Zara again. You are starting to come across as a low-class cheap store that give non-existent customer service. Shame on You!!! I will sure spread the words. Way to go, Zara!!! read more

Terrible store! I was searched by completely incompetent security just because their door alarm went off! It went off even when I entered the store and security said that was ok but on my way out they said that should check my bags from others stores (of course they didn't find anything but I was treated as a criminal)! It is considered as illegal "search and seizure". For my request to show me security licence she refused several times! I'm going to file a complain to BC Security about this incident! read more

Avoid this store in Metrotown if you can shop in another location! This location has the worst customer service I have ever seen. The store is disorganized, long lines, sale persons are unfriendlly, rude, not properly trained and do not have any basis communication skills. It took 4 people to find out the correct price on the item I wanted to purchase. As we know it's all start with the management. If the manager of the store is rude what you can expect from their staff. My advise is - avoid this store, save your time and don't spoil the rest of your day! read more

Only one person is in charge of the payment in the whole shop for ladies and gentlemen, i was in the line up for 45 min for only one item that i had to purchase. read more

BEWARE OF NEW RETURN/EXCHANGE POLICY! SHAME ON YOU ZARA! Useless customer service, manager, and new Christmas return policy! Zara, their customer service, and rude store manager have zero interest in making customers happy! BEWARE: Zara has changed their holiday return policy to only 30 days after purchase- so for any of you good shoppers who try to get a head start on your Christmas shopping for your loved ones, say goodbye to any returns or exchanges! My sister-in-law bought my kids over $600 worth of Zara clothes on Dec. 6 for Christmas- of course, kids did not open gifts until Dec. 25. (19 days) Plus no returns/exchanges during boxing day- This left only 11 days to return/exchange during a kaotic holiday season. Of course, I couldn't get in to do the return until Jan. 11- 5 days after the new return/exchange policy expired and rude manager refused to give me instore credit! AND of course Zara cashiers NEVER mentioned the new policy to the buyer! ZARA: YOU NEED TO REVISE YOUR HOLIDAY RETURN POLICY AND MAKE THINGS RIGHT WITH YOUR CUSTOMERS! read more

I lived in Europe for many years and am very well acquainted with Zara. Have been to a lot of Zara stores all over Southern Europe and never have I seen a messier and more disorganized store then the Metrotown store. As if that weren't enough the staff are rude.I was there today with my teenage son at about 5:00 pm and the young woman in charge of the men's dressing room was beyond rude and arrogant. It was like she was irritated at actually having to serve the public. I didn't get her name ,but from the reviews I have read on here regarding the manager, there probably wouldn't be much point in making a formal complaint. If I could I wouldn't even give them one star. Even my teenager was appalled with her manners. If you don't like your job then quit and let someone else who would like it have the opportunity. Zara in Metrotown needs better staff and better organization. Disgraceful to say the least. read more