HORRIBLE CUSTOMER SERVICE!!! LAZINESS AND LIES!!! On Tuesday, Dec 24th at 11 am, I arrived at the store location to inquire about my online order which was due on 12/24. The first associate I encountered told me that my order has not arrived and that all shipments had been delivered for the day. They also advised me to call Zara customer care to find out what solutions could be made. At that point, I leave the mall to make last minute purchases around the city to allow time for a solution. At 2 pm, I still had not heard anything. I call the store and speak to the supervisor Santiago. He empathizes about the situation and claims that another customer called earlier with the same situation that I had. He double-checks the online order area and said he did not see that order. I asked to speak to the store manager. He said that Wendy wasn't working and that she would return on 12/26. I asked to speak to the person in charge of the store (assistant manager). He said: "he will say the same thing I said but if you insist I will put you on hold". I waited for 20 minutes no one came to the phone. I call on my other phone and asked to speak to the manager Luis picks up right away. I am fuming at this point. I explained to Luis that I am visiting Orlando and that if this order didn't arrive today I wouldn't be available to come back on 12/26 to pick it up, hoping for some type of solution. He put me on a brief hold and said: "it appears that your order was delivered to your address in NYC". I ordered it to be sent to the store and had documentation stating that it would be in store. I double-check my email just in case and see a confirmation email stating that it is ready for pickup at the Florida Mall. The email was delivered while I was on the phone with Luis. I explained that I have an email stating that it's delivery to the store. He insisted that it wasn't there. I call customer care and get told that the package arrived in Orlando and was scanned in around 3 pm today. I arrived at the store and my package was there. It's a miracle, not in NY, with no deliveries for the rest of the day and without one apology. Now obviously, there is a lack of communication in this store and poor execution of inventory practices because the package had to be in-store or someone was blatantly lying to me. I want to share my experience with the manager after picking up the package to ensure that this didn't happen to anyone else. I speak to Luis again to explain the situation, ask him what happened and why did he lie about my order being in NY. I asked to speak to the store manager again. He told me she would not return until 12/26. I asked Luis to write down the names of all managers that I had dealt with and the store manager's name. A woman comes from the back and introduces herself as Wendy, store manager. Wendy tells me she has been there all day and that she was unaware of the situation and apologized after I told her her staff was unapologetic. She told me that she would contact HR about the store employees who lied about her whereabouts and my order. Wendy was unaware and somewhat unconcerned about this issues. I will be taking my business elsewhere because of this experience and the lack of professionalism with the staff of this organization. read more

Great customer service! I was looking for a XS skirt, couldn't find it anywhere. Asked an associate, after some time they were able to find the skirt for me! Thank you so much read more

Generally speaking, I love Zara. However, the staff at this location leave much to be desired. Combine the staff issues to the fact that it's located at Florida Mall and it's a place I'd most like to avoid. However, being the only one in the area I suck it up to shop here. The store itself is quite large (two levels carrying mens, women's, and kids) and decently designed. There is a lot of merchandise so typically I have to walk around twice to really take it all in. The clothing itself is always on trend + the store is typically tidy-- getting 5 stars from me. I go here probably 2x a month and have noticed the staff can't seem to be bothered and almost appear annoyed that shoppers are in the store. You will also receive conflicting information depending on the mood of the employee. I purchased some items a couple weeks ago and lost the receipt while traveling. I went to return them to be told you cannot get a store credit, but only do an "even exchange" (or spend more) IF a manager approves this and IF they approve of the new items you want. I'm sorry, but what? Is this Forever21? Seemed absolutely nuts to me, but, whatever, I dealt with it. The next part that was even weirder is that if you are returning $200 in merchandise, you cannot just exchange for $200 in merchandise. You have to find something for $213 or over-- $200 + $13 in tax. Why can't you just do an actual EVEN exchange?? $200 in merch = $200 in merch. You've already paid the tax on the $200. Absolutely mental. So now you're spending $213+ AND paying tax on that. Really odd. Never seen it done this way, and really didn't like the exchange process. NOTE TO SHOPPERS: Do not lose your receipt read more

I considered Zara to be an affordable, upscale experience. Not anymore. If I am recalling correctly, a few years ago they used to fold and carefully bag your items with tissue paper. This particular day, the store was not busy. No one greeted us downstairs or upstairs although we passed by several employees multiple times. The fitting room attendant seemed unapproachable and grumpy. There were 3 cashiers available and I was the only customer waiting. I again received no greeting and the cashier balled up my one item like trash and threw it in the bag. In this humid Florida climate, that creates instant wrinkles in a fabric that isn't easily ironed. What is going on? Am I the only one that doesn't appreciate selecting beautifully hung & presented items from a store only to have them balled up and stuffed into a bag and presented back to me like dirty laundry? Is this the new normal? I expected more from Zara. read more

I love Zara's clothes and the brand is certainly a step above the usual American clothing stores. The prices are reasonable and the styles are trendy, so I usually love visiting Zara stores. However, I am consistently disappointed when I shop at this location. The overwhelming majority of employees have a snobbish attitude and seem disinterested, even annoyed when asked to assist a customer or answer questions. It seems the person hiring people/running the store is more interested in hiring gossiping companions than conscientious employees. read more

If I could give a lower review I would, I spoke to the manager and not only was he rude and condescending but also incredibly un-helpful he had no interest in helping me , or answering my questions. I am extremely disappointed in this service, I love Zara but as long as that manager is setting the example for that store I will not be returning. read more

The store is super clean and organized although the sales are almost non existent. I shop online when sales are good and the merchandise always arrives beautifully packaged and fast. The staff is very friendly and helpful...hard to leave this store without buying something but the pieces are beautiful and unique. read more

What a terrible experience at this location! You would think this store would have a level of professionalism but much is to be desired. Had an interaction with a manager named Wendy, who was very unpleasant and unprofessional. If this is the head face of your stores, I will take my time and money elsewhere. She is very rude and dismissive. Never again. read more

Terrible customer service - I was told an item would be placed on hold never was....drove 30 miles only to find out it wasn't on hold. Staff is rude and does not speak English - order online. read more

I feel like I am in Europe when I shop here. The clothes are trendy!

I have shopped in several dozen Zara shops accross the globe. It is one of my very favorite shops and I visit Zara in every city I go (if they have it). The one at Mall of Florida (Orange Blossom Trail in Orlando) has BY FAR the worst customer service. Sales personel is arrogant and acts as if you owe them for "the pleasure". If you are in Orlando, don't waste your time with this one - go to one at Disney Springs. Much better shopping experience on every level. read more

FL Mall location has the worse customer service. I called twice to see if they had a dress in stock. The representative had me on hold for almost 15 minutes. When I visited the store several times most of the associates are not helpful. This is definitely an issue that needs to be addressed!!! read more

I was overcharged for an item at the Disney Springs store after shopping during the last day of my trip in Orlando. There is no brick and mortar store in my state so I was informed to contact Zara customer service after calling the store to make them aware of their oversight, to receive a refund or credit. Easy peasy, right? I did everything customer service requested of me to email them so they could resolve and they still refused to issue a credit or price adjustment after I sent them images of the sales receipt and images of the item with the sales tag still attached that clearly indicated I was overcharged. The customer service rep that called me back to inform me that I would not be receiving any type of adjustment or credit unless I take the item to the nearest store due to system limitations. No offer of a store credit, online credit or anything! The nearest store to me is 4+ hours, 2 states away! To make matters worse, the customer service rep that called me to inform me that Zara is trash, was not helpful. She sounded as if she was reading from a script and simply just an embarrassment to the company. Now I'm stuck with an item that I would have never paid full price for and I never want to wear it so I'm seriously considering just donating it at this point along with all my other zara items. I shop Zara online frequently and at their stores when I travel, but this experience has made it clear that I will never shop online or at any of their stores ever again. Learn from my mistake if you feel you must shop here: Pay close attention at check out and check your receipts carefully before you exit Zara. read more

AWFUL CUSTOMER SERVICE, BOTH EMPLOYEE AND MGR!!! I have never seen such rude rude rude customer service! --- I as a customer go and spend my money, supporting their paychecks, and then to be treated like this, as I bring in a return. I don't think so, there's too many other stores to shop at. I will never shop there again. I would not even give 1 star if it was possible. I brought in my return within the time allowed (30 days) with a receipt and they were so incredibly rude and would not return the new fragrance, in new store condition, with the receipt! Be careful or else you too will be taken advantage of by these incredibly rude people at Zara, Florida Mall! read more

ZARA is one of the best stores to shop from. Ever since the store opens I find myself shopping at that store a lot, they have a beautiful style variety of clothing for both men, women, and kids. Their style of baroque clothing is the best thing any store could ever add to their inventory. I am a man of style which mean I like to look good from head to look and feel clean from my head to my feet. When I walk in the door of the Zara store I feel like all my problem and my stress went away, it hard to explain the change of feeling that I get when I try on one of their silky classic shirts and pants. I shop multiple times at their store located at the Florida mall and each time I shop there I always get my money worth, never a regret the times and money I spent there. Furthermore, one of the best reason I shop at Zara its because they have clothes to fit just about all size of body shape and their clothes are very affordable for anybody who likes to wear the baroque style of clothing. I don't only shop there for me I also shop there for my wife too, I feel its an obligation for me and my wife to shop at the same store since they have great quality clothing that she can wear anywhere even to work at the office. when she was pregnant it was hard for me to shop for her since her belly was rather growing faster than usual since she was caring for our son. It was hard to find clothes that fit her that was affordable and comfortable on her body that she can wear to church and also to work. I went to many other stores that had clothes that would her throughout her pregnancy but she did not like them as much so I decided to go to Zara since I shop for her there before and loved every bit and pieces of the clothing that I bought for her from Zara. So I decided to go to Zara and exactly I thought I walk in the store and they had a whole bunch of dresses her size that she loved and that she could wear to many different places without feeling uncomfortable with her pregnant belly. At this point she's about to give birth, I can't wait for my son to be born so I can take him shopping at Zara one day. All in all, I'm a proud Zara customer and my dream is to be a part of Zara association. I would love to be a Zara franchise owner and also be one of their models. Thank you. read more