This place is a joke. Hours of operation is never correct and always way off every time I come. Staff are completely incompetent. How do you have the first floor open but the second floor closed with other shoppers shopping while business hours are open. read more

Unacceptable. 18 people in line, only 2 employees working register. Whoever manages this Zara needs to be fired. Every time I shop here it's understaffed. Get it together read more

Zara - 18+ people in line smh ‍. I've been in line 25 min and still this in front of me - Women's Clothing Near Me - Pleasanton, California

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The worst store. Do not ever shop here. They do not return. Worst service Beware no returns do not shop Pleasanton. Eleanor manager read more

This is the worst Zara store I have encountered. Fitting rooms aren't open to the customers so I have to get in the long line that usually takes about 40 minutes, purchase my item and go to the nearest restroom to try it on. One time I had to size down and I had to get back in the long line just to exchange. It's unfortunate because they have great clothes but sometimes the hassle is not worth it. I notice half the customers in line are exchanges which is probably because they aren't allowed to try on the clothes beforehand. read more

So I guess they close whenever they want. Came to the mall after work just for this store. Not from the area so it was a far drive. Got here to find every store in the mall is open but not Zara. Very lame. read more

This Zara is so incompetent , it's gotta be one of the worst locations in the Bay Area. Fitting rooms are always closed ( incredibly frustrating as a postpartum mama) , they always only have one register open, and it's consistently messy / mismanaged. I'm currently in line right now for a return and the one person working at the register has been having 10 min life convos , taking helllla long with the past two customers. While of course a massive line forms. So unprofessional. Do yourself a favor and avoid this location at all costs. read more

I've waiting for the register line for an hour now. It's ridiculous. 45 min into waiting, the register attendees were increased from 2 to 3. Their manager really doesn't know how to determine when to man up the registers to full capacity upstairs and downstairs. Horrible experience. Shop online and avoid this store at this mall!!! read more

Zara customer service is absolutely horrendous. Chats, calls, in person everything. Continues to send incorrect items then tries to charge double. Such a huge brand, you would think they would care about customer service, seems like they don't care since they will continue to make sales. Absolutely would not buy from this brand ever again read more

What is wrong with this store? Umm i just tried to go it was precisely 6:11 pm, there is a girl outside telling everyone they are already closed and o. Google their hours clearly state 7 PM. What kind of mass market retailer closes at 6 pm on Friday night at the mall? This is the saddest location I've ever been to, unfortunate because I love Zara otherwise read more

Customer service sucks. Escalator is always broken. Fitting rooms closed. They expect people to purchase and return, but they don't have a separate return line. Staff seems unmotivated to work. read more

This location has major operation issues with short staffing and random business hours without proper information . It's too bad because it's in a great location and current sales, the customer have to wait over an hour to pay for the goods. They don't separate returns and buy on the cashiers. Each item has tag and untag to inventory control. read more

Even though the product is nice, it never fails that the checkout line is very long and even though they have 4 cash stations, only one is being attended and worked. Not an enjoyable experience. I will less frequently shop here going forward. It's ridiculous. read more

They never answer the phone during their hours of operation this is so important specially with the pandemic people are going to call to ask questions before risking to take the trip there. There's is no reason a business should not answer the phone unless they are closed. Then on the other hand they'll be open and completely ignore the phone ringing. They run their own schedule they open late some days and on time other days, and sometimes They are just completely closed on random week days when they are suppose to be open. I've complained before about them not answering the phone and i see nothing has changed how does a manager or their area manager allow this. Shop online not in store. read more

We went to this location because the roseville location had checked a size for us for a jacket. Firstly, nobody helped us with that. Second, my brother was trying on a shirt and we needed a different size. The lady in the fitting room said whatever is on the floor for the sale items is all the sizes they have, which is understandable. But I said we're going to the mall in Sacramento so if she could check the size. She started mumbling under her breath and then scanned the ticket and didn't even ask me what size i was looking for and just said none of the stores has it. I asked what size did you check and she gave me an attitude and said all the sizes come up on the scanner and went away and called me a "bitch" under her breath. I could not be bothered to argue there but will never go there again. As i called for the manager but even the other associates were very rude. read more

I purchased a pair of pants, but was unable to try them on in-store; fitting rooms were closed. The pants did not work, so I drove a considerable distance to return them (I don't live nearby). The store was unexpectedly closed due to technical issues (it stated it was open online). A week later I once again drove back to return the pants; the return date had now passed. The store manager Harpreet and an associate gave me a hard time about the passed deadline, insisting the return was now "a one time courtesy." When I explained the circumstances (I tried to return within the window but the store was unexpectedly closed), instead of apologizing for the inconvenience of having to return yet again, Harpreet stated the store was open other days and repeatedly said this was a one time courtesy (with plenty of attitude). I work full-time with children, I had already made a good faith effort to return the item during their regular business hours, the fitting rooms were closed (it appears this is a regular occurrence); am I supposed to continuously drive back to the store and hope it's actually open? Truly saddened by this; I love Zara but the staff was so unprofessional and rude - I will not be returning to the Stoneridge Store. Given all of the other awful reviews on here, I will be surprised if the store actually remains in business (unless Zara's HQ cleans house at the Stoneridge Store - crossing fingers!) read more

Terrible customer service at the counter. Very sparse clothing in the floor. Save your time and order online. If you do need to come in then go straight to Daisy she will help you. read more

i feel so comfortable walking through this store because customers have spaces for walking not like other stores which usually have narrow aisles. glad when i was there they have new collection and the old ones were on sale, but really they put everything so neat - good job to the staffs who put the efforts for making the store looks great!!! for people who are looking for working outfits, i think this place might be the right one... read more

Zara - the store... - Women's Clothing Near Me - Pleasanton, California

In general Zara is not a pleasant place to shop, I think they may only hire people who are rude and lazy. However, back to my experience at this particular location. I went in to exchange a perfume , the original perfume I had bought had not been used or touched. I simply grabbed the wrong scent and wanted to exchange for the scent I meant to purchase. The employee who helped me ( and I say helped very loosely) was extremely rude and non accommodating and did not accept my exchange, due to the seal on my perfume box. I did not use this perfume I explained this to her and she simply just wouldn't do it and told me that is their "policy" so you mean to tell me someone can buy a Zara shirt sweat in it , wear it to the club and bleed in it and it's still an acceptable return, but the perfume I simply wanted to EXCHANGE untouched ( I literally bought this 3 days ago) is an invalid return??. Absolutely ridiculous, and her tone and energy throughout the whole process was unacceptable. I don't understand why people work in customer service jobs if they can't even be nice and respectful. This lady I am speaking about is a middle aged lady Indian ethnicity and lots of tattoos she was a total b*** and I think she should find a new career! This experience has made me never want to shop at Zara again and I encourage more people to stop shopping here . read more

If I could give this trash stir half a star I would. Obviously Zara's clothes are great but the service at this location is WILD! There's only 2 people max working at the register, with no less than 15 people in line. Meanwhile there are a random 6 other useless staff members roaming around the floor doing God knows what. DON'T GO TO THIS CIRCUS OF A STORE!!!!!! Take a slightly longer drive to Walnut Creek instead. read more

Horrible store, very unorganized, not friendly, and NO FITTING ROOMS. Never coming coming again. ZARA need to shut down for good because they obviously can run the business properly read more

The website says this store opens at 11am on Sunday but they don't open until 12pm. They should really update their website because they have quite a few angry customers that were misled and are waiting. read more

Zara - Zara - Women's Clothing Near Me - Pleasanton, California

The customer service feom the Store Manager is terrible. She is super rude and offensive. I recommend to get a new Store Manager or at least train her better. I hope she sees the light in her life! Ironically, the customer service from the employees is better than the Store Manager. read more

This new Zara at Stoneridge mall Pleasanton is the Worst Zara ever. Customer service is awful. Worst store manager ever since. I wish there was no star rating so that I could rate them with no star. I ordered a coat for my husband, the coat did not get shipped for 4 weeks when I was told the order should be in store within a week. I got email finally saying the ordered has arrived but when I went to pick up at store they cannot find it. Notification was sent a week ago and now they are telling me that they have not opened the shipment. Seriously!!! Are you guys kidding me?? After waiting for Almost five weeks??? Is that my problem??? Not only that the customer service is horrible. Please, guys don't even make a mistake of going to this ZARA. read more

OMG! Somehow, it's acceptable to close the whole upstairs people they are short on staff!! Seriously!!

I wish I can give 0 star because customer service was horrible!! The manager named Patricia is so rude and wild at the employee in front of my face during my service. The employee was in the middle of working on my transaction and she sent him away because she said "she can't afford overtime." She didn't even say sorry instead mugged at me. How can a manager be so rude and mugged at a customer and rude to her employees. The next employee that was finishing up my transaction didn't even care and was also rude and didn't even remove my sensor. When I went out the door it beeped and I came back and he was mugging at me. Didn't even apologize or say anything. I don't understand but I feel like it was my fault for coming in to shop and bothering them. I would not go back for their horrible customer service. read more

Standing in a line 23 people deep, customer service is terrible and completely oblivious and uncaring. Only 2 of 3 workers on registers as one folded clothes. Common sense would be to have everyone on registers until the line goes down. I went to the front to ask for the manager and I was brushed off-- the rude teenage kid made a sarcastic comment to my face "No way, there's a line?" And continued to put away clothes. I should have read Yelp before coming here versus Stonestown-- totally agree with the bad service. It's too bad, my daughter loves the clothes and it seems this type of store would do well here. Next time I'm going to the one in the City. AVOID THE STONERIDGE ZARA! read more

I wish I could give 0 stars. I went in yesterday and it took me over an hour to return 5 items. The manager over there is a young woman, who is really obnoxious and rude. She should not be a manager. Actually, she should not work in any customer facing roles. I was having trouble returning 2 items and she just brushed her hands off saying these are online stuff and we don't deal with it in store! She wanted to go through my phone to see my Zara emails to see if she can "find" any "helpful" information. Further, she also said that maybe you already returned the item and now are trying to return item using that barcode. Basically, implying customers are thieves. The irony and worst part is she is the manager of the store and was apparently going through business trainings. read more

I go to this Zara store all the time since it's the closest one near me. I haven't had a bad experience until this past weekend... regardless of the long line I stood in, I'm not giving this location poor stars because of it... I went in to return a few items that didn't work out for me (since the fitting rooms are still unavailable) I thought I had the right receipt in the bag but apparently it was the wrong one. At that time I didn't remember that when I bought my items the gentlemen that helped me told me that whenever I purchase items from the store, to ensure they scan my Zara app code because it'll save my receipts in there... I was very happy to hear that because yes especially right now that the fitting rooms are unavailable... customers will be returning/exchanging many items. & trying to keep up with many receipts is a hassle & inconvenient. The lady that was helping me didn't mention it to me, suggested, bring it up, nothing! I obviously forgot but later on I realized that I pretty much had my receipt in my phone the whole time! I waited in line for quite some time (didn't complain) but I was disappointed at the outcome. I'm hoping she was new and didn't know because if she did but simply decided to not help me... that's plain mean. She stood with her No & didn't budge to get a second opinion. read more

I purchased a jacket from Walnut Creek on August 26. The sales person told me she could order that online for me and will receive it in four days. I ordered that in-store to pick it up from Stoneridge Mall. They told me I will receive the email today is September 7 I called so many times customer service regarding my jacket they keep telling me it's been shipped but never got to the store. I went to the store they don't have my item. I am trying to get a hold of any manager on the customer service, they don't have a manager available , I have the most horrible experience from Zara. I will never recommend anybody to order online from Zara. and they don't have anybody to help you. The don't deserve any star. read more

This place is horrible. Only one register open, only two counter for check out. People are waiting for an hour to even get to the register. Folks are roaming around but helping the cashier or open more register. The manager was rude and when I asked if you can open another one she refused. In other stores the manager tend to help the team but they don't care about customers neither employee. read more

Like lots of the other reviews here say, the staff here is not helpful and all around pretty rude. I was drove here to do an exchange in-store (within the time period and with the receipt) and the cashier didn't want to let me. No good reason why, said she couldnt. I asked to speak to the manager and he came over and did it right away with no issues, but only after I had to argue with the cashier for like 5 minutes. Not sure whats up with the staff here, but won't come back to this location. read more

The store had a low inventory of basic hoodies, but the staff were welcoming and attentive.

This Zara is fine. And it's quite large for a town the size of Pleasanton. Since it's the Covid era, lines are long to enter and especially to pay, but this is to be expected. It seems like there have been a bunch of idiots writing critical reviews even though there is a global pandemic going on. One person even complained that this location wouldn't let them try on clothes, as if it's Zara and not the local and state government that decide such things. What a bunch of selfish idiots. No wonder California has had so many cases. read more

We recently made a purchase at the Zara online store on Monday. Four days later (on Black Friday) we saw that one of the items purchased went on sale. So we took the item into the Zara in Stone Ridge mall in Pleasanton, CA. As expected we stood in a very long line typical for Black Friday morning finally reaching the counter. We explained to the woman at the counter that we simply want a price adjustment seeing that this item is now $90 less than just 4 days ago? She started "We don't do price adjustments." Ok... well can we just simply return this and repurchase this item? She told us "No! because that would still be considered a price adjustment." OK, well can we purchase another one of this same item and return this one? She stated that we only have your item in one size larger. Would you like to get the larger size? We look at her and asked does that make sense to you for us to return a size that fits for a larger size that does not fit properly? She responded saying Well that is the only option I can offer you. We were irritated and amazed that she was actually telling us that this was the ONLY option that she could offer us! I asked Why we could not simply repurchase this item since you stated that you only have this item in a size larger? What happens when there is a return. Shevstated that it has to be taken to the back and processed before it can be resold. I responded saying... So you will take back the item and give us a full refund but you will not sell the item back to us today!... AND you don't do hold? "She said yes... That is correct." My wife then asked what DO you do? She (the manager) responded back "We sell clothes!" Wow! and where is your manager? She stated back "I AM the Manager. " At this point we showed great restraint, gather our things said goodbye and stared this review of our experience. If this TRULY is a Zara policy is is a VERY poor one for customer retention... and even if so, the delivery from this manager was very rude "matter-of-fact" condescending and ANYTHING BUT "customer friendly". We will really have to reconsider whether we will be giving anymore of our money to this company again because of the experience that the "manager" during the morning of Black Friday 2022 gave us, which is a shame because we have spent THOUSANDS of dollars in Zara as longterm and referring customers. I really hope this review reaches the right people to redirect this manager and reconsider these store policies. 4 out of 5 stars for the clothing... BUT minus down to 1 star because of the customer service (from this particular manager at the Stone Ridge mall in Pleasanton, CA location) and the return, price adjustment and repurchase policies currently in place at this time. Please respond if you find this review helpful. Please and Thank You! read more

I can see why Zara gets such bad press. Their customer service lines and chats are HORRENDOUS!

Not sure if its a short staffing issue or just workers not fully engaged with their work. I was in line for hours and it was not even a long line. theres only about 2 people ahead of me. theres only one person in the register but you will see other workers not jumping in to open another register. until one staff a white guy, short wavy hair opened up a register and took the lady ahead of me leaving only myself in the line. the other register was swamped with so much items he need to ring up but this white guy who only decided to take the lady ahead of me, took his time slowly then yelled out to his coworker next to him saying "i'll take my 10" after finishing the lasy ahead of me, which I i understood as he wanted to take his break. he decided to leave while his coworker was swamped. He took his break knowing that I was the only one left in line and the other guy was overwhelmed with so much items to ring up. He never cared and left. This is not a good system. His lazyness was very evident. I hope there is leadership presence to monitor their activity to keep the process at ease. read more

I love Zara clothing especially for my little girl and baby boy ,!this is my second time purchasing clothes here in this location but I kinda forgotten how customer service was last time I came ,they just have attitude like dam , if they don't like there JOB they shouldn't work there!!! Love the store just the employees need to be more helpful positive vibe !!! If I ask a question CAuse I need help they just like deep breath on me when I ask for a size check up . Worse customer staff . read more

As others have mentioned. The lack of dressing rooms is ridiculous. The inability to try on clothes was a deal breaker. Additionally, when I politely hand clothes to an associate (because the dressing rooms are closed) the nasty comments under your breath leave me with a poor impression of your company. read more

If I could give them a 0 star I would!!! The African American lady at the register has major attitude. I asked her a simple question a simple one, she was very rude and responding with "I don't know do I look like the manager" like ummm wait did I hear this correctly, my friend and I were in shock. I am not sure if she was having a bad day or what not but this is sales and in sales you are dealing with real life people. So if this isn't your calling and just doing it for the paycheck, you definitely need to reevaluate your career path. So then I told her can I speak to the manager because the whole time giving us attitude and talking to us like she doesn't work there, throwing my clothes in the bag. I was just fed up and asked to speak to a manager. If I said something rude or disrespectful yes by all means say something back but for no reason. Manager came and shut her down real quick and checked her. read more

I won't be shopping at Zara anymore. I was gifted clothing for my toddlers from my in law. I took the items to exchange and they said not without a receipt. Also, when I arrived to this location in the morning the lines were long with 2 cashiers. The wait in line with 2 toddlers was a nightmare. I usually shop online but I won't be shopping at Zara due to its poor customer service. I see why a lot of stores are losing their business, they are not convenient. Amazon has better customer service than this chain. read more