Just want to share my experience with Filipina Lady in Men's Department for a while now... Its been a while that i didnt shop in this store since couple of time i had bad experience... but couple of weeks i had to see and check some clothes for my husband... First time I met this filipina lady working there she was alone working... SHE REALLY IS SO KIND, PATIENT AND HELPFUL... i thought just the first time i came back for how many times since now everytime she is working she really is so kind not just to me but to my baby as well... GREAT CUSTOMER SERVICE FILIPINA LADY sorry keep forgeting her name something like Wienie or Queennie but thank for my dear hopefully everytime we shop youre working... read more

I love Zara. The clothes, shoes, accessories, everything! Sadly the customer service at this specific location can be pretty sad. Like only having one cashier open on a busy Saturday? Meanwhile lots of staff members wandering around folding clothes. Wtf? Whoever runs this store should learn how to organize their staff properly. Hopefully it'll be better next time. read more

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Bought a whole bag of clothes from Zara it fits on me perfectly! They have great deal at the sale section

Disgraceful disgusting company. Ordered a dress online. Couldn't fit it over my head and return it ASAP! They sent it back to me and said it was not in good return condition? What!? I didn't even wear it. I called customer service to complain. They were suppose to call me back for a 2nd review. By this time they sent it back to me. I called 2 weeks after and they decided without even seeing the product new with tags, they declined a refund? WTF!!!! Called again to speak to a supervisor and again no call 2 weeks later nothing! They obviously do not care about their customers. Disgusted and disappointed!! I will never ever buy anything from this company again and post this experience everywhere I can. read more

BAD COSTUMER SERVICE!! i was trying to buy my dark blue dress until this young men at the registry starts staring me up and down and looks at me judgementally... !!! read more

One of the weirdest retail experiences I've ever had. I went in to buy a winter jacket, saw two I liked, but was told I couldn't try either one of them on because of COVID. Okay. The proposed alternative from the salesperson? Bring both of them home, try them on there, expose them to six or seven other people and other untold COVID potentialities, and then bring back if it didn't fit. Whaaaaat? Ended up not taking either of them home because I felt it was irresponsible to do so, healthwise. And too bad for Zara, with whom I and my family had planned on dropping a few hundred dollars and where we obviously won't be shopping again anytime in the near future because, well, we can't. I assume they won't survive C-19 with a daft policy like that. read more

The store manager is the worst one that I have ever seen in my life. Rude and arrogant. Horrible shopping experience in the store.

Worst customer service experience. I was waiting for my friend to pay for her purchase. I was interested in the candles. I wanted to know what they smell like and most of the boxes were already open. The cashier SA came towards me and started barking at me like a dog. She said YOU CAN'T OPEN THESE BOXES. It startled me at first. I'm a human and don't deserve to be yelled at like that. The boxes were already open so I thought it was okay. Honestly, how would I know what each candle smells just by reading the boxes. I understand she was doing her job but she should have said it in a more pleasant manner. In the end, cashier SA got her manager to come to help me. I was still very appalled by the way she talked to me. I rather not go back for a while. read more

normally i would rank this higher, as i love their fashion & prices, but the service was lacking--same as metrotown but worse, not even a hi... Worse was this sign at the counter that said they don't honour any price adjustments on sale items...wow, that's a door-stopper right there. Wondering if burnaby has same policy. In any case, it's nice to have this addition to the mall, and more for the guys! Have to say, we sure got a good selection here. read more

I came over from the Island to do a Zara shopping trip (first time shopping there). It's a 200$ ferry ride to get off and back on Vancouver Island to get over to Mainland. Got there and was over the moon, loved everything, until the change room line up which was crazy long. 30 min waiting without it moving forced me to try on the tops on floor which I got in trouble. Had to put back 6 pairs of pants and tons of other stuff because I can't return as easily as others and wasn't buying without trying them on The till was another 30 min slow line up. They need more staff for such a busy store, or open one in Victoria, B.C. it cost over $200 for a day trip there and I purchased a few tops I was sneaky enough to try on. Do better Zara, hire more staff!!! read more

They have the absolutely worst customer service I've seen in the last 25 years. the associates as well as the managers speak to you in a throughly unprofessional and entitled way. Their return policy in 2021 still requires that you sustain the paper receipt even if the associates forgot to put it in. I've bought hundreds of dollars of merchandise that never lasts, is poor quality and for me, Zara? Never again read more

The "management" team at the Richmond Centre location in Richmond, British Columbia are an absolute joke. I recently (41 days ago) bought a sweater from an associate in the fitting room on a hand held device and it was delivered to my house, unfortunately, I was not aware of the return policy. However, today my partner tried returning, exchanging or even receiving a store credit and the associate was extremely arrogant while stating there was nothing he could do because it was past 30 days. After she informed me, I decided to call and talk to the manager on duty. I called, asked to speak to the manager, the associate then asked me "who's this?" I replied "a customer and I would like to speak to the manager." The men's manager Bill answered, and was extremely rude, I told him I'd like to speak to the store manager and if I could have his name. Bill told me no as I need to call online customer support. I told him no and reiterated I wanted to speak to the store manager and again, asked for his name, at this point it had nothing to do with the return policy and EVERYTHING to do with customer service. He again told me no and said his name was private information and refused to give it to me. I then told him that I also worked in customer service and if a customer asked for the name of the store manager, that I would never deny a customer that information, since it is public information. He then for some reason asked me where I worked, simply trying to be argumentative. The reviews I see on Google, Yelp, Facebook, etc. all show that there is a serious issue with how customers are being treated by the associates and managers at this location and I will not stand for it. Something needs to be done as without the public Zara is NOTHING. read more

Enjoying this new addition to Richmond Centre. This Zara is not as big and plentiful as the one in Metrotown as Stephen Y. has also noted but there is a good selection of what Zara has to offer. You'll find items that are different that your typical clothing store. I found croquet shorts, floral pale yellow cocktail dresses, various coloured shoulder padded blazers, peter-pan collared dresses, lace tops, bright belts, pleated wedges, metallic wedges, and more. I'll leave my customer service experience as a hit or miss. Overall, I really enjoy this store to catch up on the European trends coming to Canada. read more

One of the girls who had a hair bun, skin tone between yellow and light brown (not Chinese or Caucasian for sure), working at the fitting rooms between 5-6pm on Dec 28 had a bad attitude. Took her 2 mins to acknowledge me even though she wasn't busy with customers and few rooms were available. I was standing right in front of her and she can ignore me that long. By the time she greet me she does so with attitude. Then after trying on some clothes, as I head out and handed it back to her, she snatched it out of my hands without a word or simple phrases like "oh how did it go? ". Majority staff needs a lesson in customer service to begin with, but Zara should reconsider her qualifications as a representative of this wonderful brand. read more

For some reason, when it's kinda busy, the lineups are slow. Always seems that when I'm here, someone is returning something. I love Zara's clothing and fashion. Seems like I've been shopping here a lot. I've even had my eyes on the shoes, but didn't buy them. Still everything seems to go with everything else in the store. All I need, is to be able to slim down a few more sizes and I'd be perfectly happy with almost everything there! Prices are affordable for the fashion they offer. And I keep finding myself coming back. Both men's and women's fashions sold here. read more

To whom this may concern, On date July 25, 2018 Tuesday afternoon around 5pm, while I was shopping at Zara Richmond, I've experienced something that upset me so much I am writing this complaint letter to you. While I was shopping, I saw how one of Zara's employee treated a customer. I was too imitated at the moment and could not react properly. The customer simply asked the male cashier at the women's section whether there are any discounts if the item that she liked had damage on it. But the sales person responded to her with such horrible and impatient attitude; accusing her for being cheap and unreasonable. This made me very uncomfortable and upset. I hope Zara can investigate this incident. This incident made me so upset that I am taking my time to write this. I hope Zara will follow up with this and find out which sales was responsible for this. Thanks for reading this! A Stranger who cannot bear to watch this happen to anyone. read more

Awful customer service. Staff are disinterested and have poor attitudes. The wait time at the cashiers is ridiculous and they don't care.

This newly opened Zara is a great addition to Richmond Centre for men and women's clothing. Featuring some of the more trendy styles from Europe, ranging from casual wear to semi-formal attire. They had some pretty slick looking mid-length jackets when I went in there...fall is coming. It's easy to browse around the store without someone following you and if you need any help, the staff was pretty good about things. The variety for men's clothes here isn't as good as the Metrotown location however. read more

You can find some good pieces at Zara but if you are "bigger than the average bear" (Yogi Bear.. ) you will have problems finding a size. I am a 44R but Zara's 44 is a tad too tight and need to look for 46's. Unfortunatly, they don't keep a lot of 46's on the floor but overall, decently priced. read more

I love Zara stuff, specially my my little girl. Disappointed that Richmond Centre location does not have kids section but after my last visit I am actually glad they don't have one, so I don't have to drop by this location. Bought 2 semi fitting shirts for my husband from the metro location. They are folded and pinned. So the only way you can try them is by taking the pins off. One for him perfectly- he wore it and worked out fine. Since they were the same size I decided to take the tags and pins off and throw them away. Which was obviously a mistake- so I went in to speak to one of the associate in the men's section and ask whether I could exchange sizes. He says yes and so I look around. Find something and wait in line to do so. The associate who takes us- asks me whether this has been washed? I am like can't you tell it hasn't? He is like oh it looks washed- so calls the manager in and the first thing the manager says is- oh this looks to be washed quit a few times!!!! Obviously I wasn't happy and asked her whether he implied if I was lying. She quickly changed her words, allowed ( oh so powerful!!) the exchange to happen and left her assistant with a smirk to handle the exchange. When I asked for her name, this same assistant said they weren't allowed to give manages name out LOL! To which I replied- are you kidding me? So her manager Marina asked her to give her name through the walkie talkie and she did. To be honest I don't care/ mind you can't exchange an item without tags ( I did have the original receipt which was dated 2 days ago) so apparently I washed one shirt many times within 2 days!! All I expected was for someone to tell me that like a normal human being a.k.a sales associate associate .But I don't appreciate having someone tell me that I can and then someone else coming in to imply I am lying. I also don't like the attitude that I am scamming you to become a millionaire by returning a shirt which is 40 dollars ( my original purchase has a purchase totalling to $307). GET OVER yourself and get some proper training. There is a reason online sales are booming- and one of which is not having to deal with rude ill trained novices such as yourselves. read more

I like the Zara at Richmond Centre a lot better. The Metrotown location is always crowded, busy and disorganized. And the XS sizes are always sold out here, there's usually only M left. read more

Waited in the returns line at ZARA Richmond for over 40 minutes! There was only one cashier on duty (the other one was on a break) and I was number 19 in line! When speaking to the manager about this situation, she said that there was no one else trained on cash to step in. I've worked in retail for years and "Customer Service" has always been very important! Not so at Zara. Everyone on the sales floor should be trained on cash so they can step in when a line up builds up. By the time I was done, the line had grown to 30 people!!!! Unacceptable ZARA!!! Get your act together! read more

Zara has some good clothes and can have some pretty good sales but the customer service here was awful. No one helped me in the slightest - from the salesfloor where people were just standing and talking, to the fitting rooms where they were just chatting with each other saying what they wanted to buy, to the cash point - where despite there being 4 people at cash only 1 till was open even with the line up of 4-5 people. So if you are in the mood to dig and help yourself you can definitely find some good product here. But if you have the option, just go to another Zara. read more

You know when you feel that you're being watched. Yeah, it's a uncomfortable feeling. Every single time I step foot into store, both the security guard and some of the staff enjoy following me around the store. Is it because I look young? Is it because I carry a big bag? Is it because I had a backpack that one time? Is it because I was alone? Who knows. It really got to be annoying when every time I would turn around the security guard would be in my vicinity, and when I moved she would follow me. She probably thought that I wouldn't notice, and that this was part of her job description, making customers uncomfortable--well she was wrong. Anyhow I brought it up to a sales staff one day, and when I came back some days later, the issue still wasn't addressed. My sister and I brought it up to the manager, where she seemed apologetic and told action would be taken. I haven't gotten back since, but I'm curious to see what happens. I am aware that security guards are not supposed to be talking to the customers, and doing the job of the employees, but this guard was fixing the clothing...is that part of your job? I think not. If I was *really* that sketchy, the security guard could have told the manager to ask me if I wanted my things to be put up at the front, or in a fitting room...now that still would have been a wee bit awkward, but it would have been better. Also what I don't get is they have security tags on the damn clothing, so if I walk out with something, the alarm will go off! On another note, the stock in North America, compared to that in Europe is quite less. Zara stores in Europe are not only massive, but they carry a larger variety of clothing. But what we have here in the Lower Mainland, really isn't that bad. You should see how many Zara's there are in Barcelona, they're like the equivalent to Starbucks here! :O I've gotten some really good deals at this particular store. I've bought a pair of flats which have held up quite well, as well as a bag which hasn't. I would compare this store to the clothing in Aritzia, Plenty and even Urban Outfitters, but being more expensive, generally, than the latter. There are some really cute pieces that you won't find elsewhere, well unless you go to Barcelona that is. ;) read more

I usually really enjoy shopping here but the management staff are extremely rude. Worst customer service ever. I was overcharged and when I went back the next day they said I had to have caught their mistake at the time they rang it up. Unbelievable...it was THEIR mistake! read more

Customer service severely lacking. Sales Associates on the floor do not attempt to make eye contact or greet you. I needed help with getting something and the sales associate just glanced at me and zipped right on by. I get it if you're in a rush, but at least give a smile, or try to call someone else to help me. At this location, I always have to seek out an employee and am the first to greet them. Fitting room girl is also unenthusiastic and when I asked for help, she didn't say anything. You have a mouth and brains, use it if you work in retail/customer service, otherwise, you just look like a retard. I get better service and experience at Forever 21... Besides customer service, the selection is okay. Small sizes are difficult to find though (because of the Asian population?) read more

The manager guilda is awful not sure how she's a manager no people skills at all !!! Her staff said I could do a exchange then I spent 20 min looking for something new and wasted my time trying stuff on for there to then have her say no she wouldn't exchange the item . They wasted my time and I was with my 2 year old and she didn't care and didn't apologize for her staff being wrong she was rude And wouldn't exchange a blazer for another blazer that was the same price . Terrible customer service as always it's never good there but this takes the cake !!! To bad the owner of zar is so rich and not caring that he has one the poorest run retail shops ever !!! read more

I will concur with everyone else that the customer service has always been less than desirable, however, the reason why I come here is 'cause I really like their dress pants for work and they actually fit my shape and style. Finding good work pants are a tough thing for me due to some physics. With that said I normally just walk in, take a few styles in my size, go into the dressing room and then walk out and pay. I try to make as less customer service contact as possible. If the customer service was nicer I would but blouses and other things other than pants, however, I just like to go in and go out. Thankfully I only have to do dress pants shopping twice a year. read more

Lots of staff but service is definitely lacking. I was waiting in the women's dressing room line up and no staff members can be seen guiding people in. There were so many rooms available (clear view) but the line didn't move. Another shopper came by to say that there was no line for the men's dressing room. I walked in, asking if it was okay and one of the 2 staffers at the counter waived me in. They just continued talking. I was ready to pay for my purchase at the cashier counter. There was no line up to pay (it was a weekday morning) and the young lady with spectacles took a quick glance in my direction and then took her time fiddling with some pieces of paper. When she was finally done, she proceeded to ring in my purchase. No greeting, no eye contact, no 'thank you', read more

I bought my 13 year old daughter a pair of jeans and asked for the jeans to be PST exempt, I was then told that because I didn't pay tax on them, they would be final sale. We had no plans on returning them, but I thought that policy to be ridiculous. read more

I would give 0 stars if that function was available. Just had the worst experience in all my years shopping in Zara around the world tonight. Two girls working the change room right before closing started loudly complaining about customers rushing in with 10 items to try 10 mins before closing, and that they don't want to allow customers to do that in the future simply out of annoyance. The thing is I just rushed in with 10 items a minute before, so it's difficult not to assume that the comment was directed at me. My change room was one to two meters away from the conversation but they were so loud pretty much the entire fitting room area could've heard clearly. It was incredibly unprofessional and rude of them. Personally I finished trying all items well before closing and even made a purchase before stores shut. I must say I was quite tempted to not buy the item anymore given the awful attitude. I made an official complaint to the cashier since the store manager couldn't come meet me before the gates closed. Needless to say I'm definitely not coming back to this store, and I'm planning to make sure other friends don't frequent this place either. read more

I wish there was a rating that was less than one star, because even giving one star makes me cringe. As much as I love the brand and their clothing, the customer service at the richmond centre location is awful. Awful is actually an understatement. I recently went in to purchase a big bottle of perfume for my mom, only to come home and find out I grabbed the wrong one. Then the next day I went in and it was Black Friday, I tried to exchange the perfume but could not. Their policy was " no exchange or returns on black Friday". I totally understood and respected that. The cashier told me to come tomorrow or a different day and they would be happy to do the exchange. Side note* I also purchased a perfume for myself that day on black friday along with other items. Anyways I came the next day, to the same cashier as the previous day and tried to make the return. To my surprise he acted confused and was like " i don't know if we do exchanges/returns on perfumes that have the CLEAR WRAPPING removed. Mind you the perfumes were UNOPENED AND UNUSED as the sticker on the box was intact. Only the clear wrapper was removed. I even brought the wrapper because it had the price tag on it and the original receipt. Then the cashier calls on the manager ( young asian dude). This guy was the rudest person I have ever encountered. He walked over, didn't even acknowledge me , not even a hello, NOTHING, and looks at the perfumes and says .. " no its not in it's original form so cant exchange it ". I was like .. ok but i came in yday and your employee stated otherwise and the product is untouched and unused. Then he told me he cant sell this item again because the wrapper is not intact. I tell him that they just have to literally add in a new clear wrapper on top of the perfume box since its UNOPENED. Then to my surprise, he had the audacity to literally put the perfume close to my face and talk in a very demeaning and condescending tone saying ... " would you buy it if it was like this " . He talked to me as if i am some little kid who was trying to return something for the first time. I am a 26 year old adult and he talked to me in such a rude and loud voice that everyone around started to stare. I obviously got really pissed off and the cashiers face looked like he felt sorry for me. Maybe the manager was having a bad day, but that is not an excuse to talk to a customer like that, forget trying to resolve the problem. Implying that a customer is lying about returning an UNused product and then continue to have no decent manners or soft skills, is no way to be in a managerial position. I read the Zara exchange and return policy online and its clear to say that he could have made an exchange or a return. Funny thing was, I had more stuff to purchase that day. The minute he shoved the perfume in my face and started to be an asshole, i legit left everything and told him that he was a fucking asshole and I'm going to complain to the head office. Which I definitely will. Reading all these reviews clearly state a valid point.... Zara in richmond centre has the WORST customer service. That is the last time i am shopping at that location. If you are going to make someone a manager, make sure that they can " manage " situations like a simple return and not bully the customer. read more

Was excited to see the new Zara store at Richmond Centre. Although the store looks good, I was thoroughly disappointed in the service. No one seemed to know what's going on. I was bounced from one person to the next. Worst thing is that no one cared. In this retail environment, sales people/ managers need to be concerned about the impression they make on customers. Soured my opinion of Zara. read more

I love Zara but at this location the employees are horrible. Today, September 7, 2020, at 4 pm my mom and I went in to obviously purchase something. My mom wasn't aware she couldn't try on a jacket so an employee name Sapni told us she couldn't because of the virus and so we apologized. SAPNI THEN PROCEEDED TO FOLLOW MY MOTHER AND I AROUND THE STORE. My mom was JUST LOOKING at a belt, holding it in her HANDS, and Sapni ran up and said in such a rude voice "I ALREADY TOLD YOU YOU CANT TRY IT ON" I watched her then go over to co workers while staring and pointing and my mother and I, then while in line she waited until we were next to be helped before going up to whom I assume was a manager while speaking very loudly so we can hear that she was describing my mom as just some dumb women who was about to complain. AND THEN I HEARD THE MANAGER SAY AND I QUOTE "oh don't worry I can take her" as if ready to completely belittle my mother. Then after we paid SAPNI followed us while glaring while we were trying to leave the store and I had enough at this point so I turned around and yelled at her "what are you staring at". Never in my life would I have expected Zara to allow its employees to behave like this. After this experience all I can say is this location is absolute garbage and I will be SHOCKED if Sapni is allowed to continue working for this company after making it look so horrible. I honestly hope her employers see this review and learn about her real attitude and terrible personality that was displayed today and I hope she treats other costumers likewise so it can be brought back to attention until she is fired. It is so embarrassing for such a loved brand like Zara to have someone like this working for them, disgusting even. read more

First of all I want to say I love Zara. I've always loved their men's clothes because they seem to fit me really well and the quality is good. I'm really not happy with the customer service at the Richmond centre location. First of all, the young guys in the men's department stand around and do absolutely nothing while the checkout line builds up. No one manning the fitting rooms so I went in alone, and then was scolded by an employee when I came out. What?! Should've walked out right there. Second, they wouldn't exchange a 3 day old pair of pants because I removed "the internal tag." Whatever that means. "We can't guarantee they came from this store" Bullshit excuses. I work in retail of luxury goods, and I've never seen a return policy like this. If you have the receipt and the item is in good condition, there should be no questions asked. It's a $50 pair of pants. Obviously they don't care about return customers even though they can be worth a lot of money. Did you know it costs 6x as much to gain a new customer then to maintain a loyal one? Thanks Zara employees for alienating your loyal customers! read more

Went in to the Richmond location just an hour ago with my two boys to purchase a suit for my 13-year-old boy. The male sales associate working there had a very rude attitude making me feel really uncomfortable and upset! Didn't seem to be trained properly how to treat the customers kindly and politely! I asked him if I could leave the suit that I got for my son on the cash counter for 5 minuets so that I could take a look at the shoes section. He blatantly looked at me and said "no, you have to carry them yourself". So after I got the shoes for my son and at the cash counter I told him TWICE that the purchase should be only one tax as it's for my son. Unbelievably this guy charged me every tax and accused me of not telling him! Is this guy real? If you don't want to deal with customers, why are you even working in retail industry? This was my fist experience shopping at Zara. Why do I have to feel unpleasant and shitty spending my own money at the store? Zara, you seriously need to train your staff properly! read more

The customer service at this location is really bad. I needed to exchange a sweater that I discovered had a hole in it when I bought it. The staff were rude, refusing the return, saying there was no way to tell if I had put the hole in myself. Finally a manager there intervened and told me there would be no problem for me to make an exchange. The salesgirl didn't say one word to me as she rang up the new sweater, and when I thanked her she rolled her eyes and turned away. If you really need help/assistance go to the Zara in Metrotown, staff there are friendlier. read more

I really love the clothes, but they have the worst service of any store I've ever shopped at. The staff are disengaged, unhelpful, and often really rude. Usually ridiculous wait times at cash and change room. read more

I have shopped here a few times, but it isn't my go to store. I usually have good customer service at the cashier, but the only reason I am not giving higher than 3 stars is because the most recent visit with a return, I was given major attitude by one of the managers. Regarding a long wait, he scoffed stating you have to wait for processing anyways. Wow....really? Funny because as he left (good riddance), a younger and friendlier Asian male manager assisted me and was very helpful and did so with a pleasant attitude. read more

This used to be my all time favorite store and I would come to richmond centre only to shop here. Let me just start by saying that yes, every store has the right to maintain security if it means to hire security to stand at the door etc, but Zara has taken it to another level. I don't know why the security lady ALWAYS seems to follow me around and stand very near me while I try on shoes or scarves, but let me just make it clear that I have NEVER shoplifted before nor look suspcious in my opinion (I'm saying this because I'm assuming that's why she has her eye on me all the time??) I am an 18 year old Asian female who shopped at Zara a lot, and this is pissing me off. I am in no way exaggerating about this issue. I went there again today with my mom and got the same kind of treatment from the security. At one point, I swear to God I even saw the security lady glancing at me and my mother while muttering something to another security lady. That was when I knew I had enough. I did not do ANYTHING to deserve this kind of treatment at Zara. I am so annoyed because the mere act of a security guard being near you watching you closely is damn irritating to say the least. DOES NOT MAKE ME WANT TO COME HERE AGAIN. If anyone working at Zara is reading this, F**K YOUR SECURITY. read more