Terrible customer service. One worker in particular ruins the entire store. Love the clothes but this store really needs to step it up. Wish there was another Zara in the area. read more

Terrible customer service, 1 person on the register. I counted 25 people in line! I was returning 1 item and it took me 45 minutes until I got to the register. The salesperson never spoke a word to me. Just lost a customer. read more

I WISH I could give this store more than 1 star but it really is a mess all around in terms of both presentation and service. You will be better off saving yourself a trip to this store and just shopping online. read more

First of all, expect a long wait 30-40 min just to enter the store Second, all fitting rooms are closed due to covid Third, they let people inside without masks Drove a hour, love the store, hate this location, will not be returning. read more

This store does not even deserve one star but I'm forced to put something... I am in disbelief that a corporation of this size would train their employees so poorly on customer service. I called the store this morning to confirm that they would be open until 7pm since I have to drive 1 hour to make. Return. I was told on the phone that they were open until 7pm, which is also listed on the mall website. I got to the mall after work and waited in line for over 45 minutes only for the RUDEST store associate to come out and say that they are closing early and that no one in line would be let in. Of course, everyone was disappointed as this was communicated terribly and the store associate showed no empathy for completely wasting people's time. Thank you Zara Somerset for wasting 3 hours of my day! After she and another guy rudely closed the door on our faces, I approached her and mentioned how I called and I only needed to return something (since the fitting rooms are closed). She said "no we're closed" and I mentioned how I was told that they're open until 7pm. She said "everyone has to be out by 7pm even all employees." So, you're telling me you have no closing procedures? Cleaning procedures? UNREAL TREATMENT. I took a photo to document them closing the doors early.... NEVER will I shop there again. This location needs a serious visit from HQ on customer service training. read more

My husband loves Zara and is probably one of his favorite stores. This store has expanded since the last time I have been here. The men section has gotten a while from to themselves and the womans has taken over the downstairs. This store is not as big as other like in Chicago but it does the job and give us the items that we love. The workers their are very helpful in finding things and are always welcoming. I enjoy going to this place and shopping here. read more

I love Zara but I dread every time I walk into this store it's always a mess, the dressing rooms are never opened, and to top that off you're always waiting in line for at least an hour.... I hate the fact I can't try on the clothes want to buy and the fact they have the worst return policy they need to change something about there store because I have never seen a store this disorganized read more

The most disorganized!!! Fitting rooms are now closed!! Not worth the hassle ordering on line. Quality is subpar. Don't waste your money. Let the kids have this store. read more

I walked into the women's store today... definitely not like the one I've been to in NYC! This place was a HUGE mess, clothes on the floor and clothes on numerous racks in the dressing room, and the displays were completely random and unorganized. read more

I usually find cute things at this Zara, but the fitting room is NEVER open. When I do buy the clothes I find I almost always have to take them back because I can't try them on in store. Today I had a particularly bad experience. I had a return from an online order and i brought it in the store. When I said I had a return the lady at the register got impatient and angry. She asked if I had the receipt I said no it was online and she asked to see my email receipt. She was very rude asking me she said "I need to see your email receipt so I can scan it," in a nasty tone. I let her scan it and she said this is 30 days over I can't take this. And of course, the fitting rooms still were not open. read more

This Zara has to be one one of the most unmanaged places in that mall, it doesn't matter what day or time I go in there you'll see a line for returns to the front of the store. I also want to note the fitting rooms from what I believe have been closed since the start of the pandemic, you'll usually just find loads of clothes on racks covering it and a lot of just boxes of hangers. Is there not some sort of backroom for this? Also I do not know when they put clothes back on shelves or tables because it looks like a literal hurricane ran through that place every time. Clothes on the ground, mix-matched on the same rack and tags removed. I'd highly suggest staying away unless you really like something but still you can be expected to sit in a line for over 30 minutes. read more

If I could give a zero I would. One of the worst shopping experiences ever. Fitting rooms are closed during prime is school shopping season and the employees are wandering around doing nothing claiming they are shortstaffed. The store is a disaster. read more

This location's employees are terrible with customer service. They did not allow me to return a long sleeve top a few days after I bought it although it was unworn and still brand new. Not shopping here again I'd rather stop online if I need to. AVOID THIS STORE!!!! read more

This store is always a disaster. Everything is thrown around. There were about 5 workers that I saw, yet only 1 register open downstairs. I put everything back to avoid waiting in the line that went all the way back to the entrance. read more

I was at summer set today returning some clothes that I got as a gift for Christmas. I had the receipt for all the items I had to return the cashier asked the manager his name was Rene if she can return the clothes because it was past the 30 days he told her go ahead she can exchange the items as soon as the manager left she called a different manager They were both Chaldean when the other manger came she told the cashier that she cannot return them. I said why the other manager told you that you could return the items she said he's not a manager I am the manger I said then why did ur cashier ask him for his permission, she said well he came from another store, he came from another store I told her to call him again because he approved the return. I insistent on calling him again he came back and he explained to her that she can return the item because the items are still in the season. The manager name was Renee. He was a very helpful respectable person unlike the other two Chaldean ladies I couldn't get their name because they didn't give it to me Rene really deserves a raise he was very professional on handling the situation.. read more

I've been to a lot of ZARA Store in different states and nothing like this location in Troy is so messy, unorganized, lack of cash register! And PLEASE OPEN YOUR FITTING ROOMS BACK UP!!! In store clothing stores should always have fitting rooms available!! read more

Zara is and has been one of our fave store. Everytime we go to Sommerset, never fails, we visit the store. Today, 6/20, is the first time we had come back to shop. We arrived around 4:20, parked near Macys and Zara was our first stop (as always). When we arrived the store, we were directed to go to the main lobby entrance, where there was a queue line as they limit the customet inside. I guess, that will be part of the new Normal now. My husband and i, joined the queue, as well as the other eager customers.it was around 4:30 then. Little by little, customer from store leaves, and the next person was allowed to get in the store. Now, we were #3 in front of the line, but we noticed, when 3 customers came out, the couple in front of us was not allowed to go inside. We continue to wonder why, so due to curiosity, the customer in front of us ask, why? Zara's associate, responded that its almost 5:00pm, and their store only operates until 5:00pm as part of their new operation. What a bomber, there were several people in line, and no one from them even gave the courtesy to give the guest or customer some warning, or an announcement at leadt 15-20 minutes that they were closing so the people in line can move on. I guess, where is what we call - Customer Service ?! read more

Sales staff was extremely rude when trying to do an online return. I asked to see a manager who was equally as rude. My clothes were only one day past the 30 day return policy. I called the store and spoke with someone who said it should be fine since it was only 1 day late. When I arrived at the store and attempted to do the return, I was told that I needed to ship it back. I told them I had called and spoken to someone who said it was fine. The sales person proceeds to tell me that next time I should ask for a manager. In the end, they ended up processing my return but it wasn't necessary to give me such a hassle and attitude. read more

This review is based solely on customer service via phone: Save yourself the frustration and don't bother calling the Troy, MI Zara because answering the phone appears to be optional. Last Friday, I went to the store and spoke to the manager about this and she gave me the unimaginative, rote response "¯\_(ツ)_/¯ We get really busy sometimes and it's hard to get to the phones." Duuuh!!!, that's understandable for any business, but this location takes it to the next level. It's unfortunate because they are the only location in the state and when I need to resolve an issue I have to either call Zara outside of MI or drive to the store. This location is a struggle. #iwishididntknowhowthatfeels read more

Horrible! Rushed from work and arrived there at 6:50 while their hours are till 7 literally to just return couple things and the girl working there wouldn't let me in and threatened to call the security. Not shopping there ever again read more

3 stars because other than today I've always loved shopping here (It's Zara, I don't expect anyone to roll out the red carpet) and it shouldn't take one bad experience to outweigh the good ones. I had a return and there was an extremely long line to get into the store due to covid. My boyfriend and I waited patiently but as we approached the front of the line, the girl in charge of counting the store's capacity allowed three of her friends to just walk right in while 50 or so others were still waiting behind me (some being elderly and children). Didn't really matter to me since I was already at the front of the line and I have antibodies so I could care less how many people are in there. But so rude to everyone still waiting right?! I brought it to the attention of the young man helping me with my return and he seemed apologetic, but the other woman behind the desk piped in to defend her friend in charge of letting people in and out saying the three girls likely worked there, however; they were all wearing designer labels and their masks did not have Zara logos like the ones other employees were wearing. Come on, just apologize... also the mall closes at 6 so kinda strange for three employees to have shifts starting at 4:30. Maybe I'm having a day but I think allowing people to walk right in a store while others have been waiting over a half hour is extremely unprofessional, inconsiderate, and disrespectful. Hopefully this review doesn't fall on deaf ears as I'm sure it will. read more

So, talk about the worst customer service starting with their management. My son was looking to purchase a suit from them. He is only 16, and this was for a school event. We went there over the weekend and it was super busy and the line for the fitting room was ridiculous. So, we decided to go on a Tuesday, so he could try on the suit. He was also looking at some other items. As soon as we walk in, there were two associates talking about the merchandise and all. One had a bag back on him, so I'm assuming he was visiting the store. We found the sizes and as we headed to the fitting room, we saw they were closed. Saw another associate, and she said the fitting room were closed. She then directed me to talk to one of the people we saw at first, but continued to tell me to wait because they were having a discussion. So, I waited and then I just interrupted their conversation. They proceeded to tell me they did not have enough people and they had call offs. I could buy the items and then return them if they didn't work out, Or I could buy them and have my son try them in the mall bathroom. Honestly, I couldn't believe these were our two options coming from the management staff. One again assuming to be an executive. So, we went ahead to go to check out, and their cash wrap was closed. My son really wanted this suit, so I agreed to go downstairs and buy it in the women's department, but I couldn't do it. It was too much hassle, and who want to come back and even try on clothes in the mall bathroom. We left the items and went to Macy's. Couple of things here, I understood that they were short handed. I just didn't over the fact that their management wasn't helping their staff to perhaps get caught up. Whatever they were talking about doesn't really matter, if you aren't helping your team and really your customers. If you don't care, your team won't either. With the the Brick and mortar stores closing everywhere, they should be happy and help out the customer who is actually coming to their store. read more

Purchased an item on 11/30. When i purchased the item did not ring up at the correct price therefor the cashier entered it in as something else. Today i tried to return the item and was having issues because the item did not match what was on the receipt. MINETT the manger was exceptionally rude and was insinuating that i was trying to return a different item with that receipt. Which i understand how it could appear so. She insisted her cashier would never do that and none in the store would ever do that. However that is EXACTLY what happened . The lack of proper procedure has now caused an inconvenience for me . I shop at Zara quite often and i am very disappointed. I don't appreciate the managers nasty disposition as if i was trying to manipulate something . Terrible customer service and will be handling this issue more. read more

Zara is the best for fashionable yet not very expensive pieces! If I'm at Somerset, Zara is my first stop. If you have children I highly recommend shopping here for kids clothing! I will only wear Zara jeans that's how good they are. read more

This store is beyond some of the worst customer service, and I think they are taking the pandemic as an excuse to be even more lazy/unhelpful. read more

Went here today to make a return. The line was all the way to the door and moving super slow. A worker told us we could go return upstairs. We went up there and the line was just as long. Took over 1/2 hour to make a return. Only 3 workers total working. They were purposely being slow and annoying. They need management and workers that want to be there. read more

This store is literally the worst. I love their clothes but this specific location has the worst employee who treat you terribly and ignore you. They all suck read more

The staff is just beyond unhappy and not willing to help in anyway. I spoke with a manager about a return issue I had, and she was unprofessional beyond belief. I hope they turn the store staff around! read more

Love Zara , I've shopped Zara in numerous locations including busy cities where the store is kept up , they have good and fast customer service . The Somerset location is by far the worst Zara I've ever shopped at , which is so disappointing because it's the only one where I live . Every time I walk in this store I promise myself never again . There is nobody working on the sales floor , mess everywhere and the worst part is the fitting rooms ( they have 2 large ones , one on each floor ) have been closed for as long as I remember. Last time I asked someone if they will ever be open again and she said no they need to clean it out ?!? It's common sense when your return line is out the door everyday and longer than the purchase line maybe you should open the fitting room to eliminate all the returns . The lines are always crazy long and then the employees move as slow as possible as if they're trying to piss you off . To sum it up , great brand - this store could be a great success under new management . It's embarrassing how bad it is . read more

If I could give this location of Zara at Somerset Collection Zero Stars it would be to kind. I waited in line for 20 minutes before it ever moved. It took another 30 minutes before getting to check out. I witnessed associates walking the floor doing absolutely nothing when the entire store was trashed with merchandise on the floor and displays that needed attention. The associates working the registers were slow like a sloth and obvious unconcerned that the line was 27 customers deep. As my daughter was checking out I located an assistant manager. He blamed the long lines on Zara's generous return policy and customers making those returns. I have been in retail management for 25 years, a 30 day return policy is no more special than any other retailer. This store is a reflection of the store manager, assistant managers, and it employees. They simply do not care. I witnessed the assistant manager laughing and conversing with his associates when he should of been opening another register or at least helping behind the check out counter to speed up the process. He should of been apologizing to customers for the long wait lines. Retail starts at the top with management and the bad customer experience is a reflection of its management. I called Zara Customer Service and filed a complaint. I'm not going to hold my breath. read more

WOW! I keep trying to shop here for my grandchildren because I LOVE their kids clothes, but this store is ALWAYS such a mess!!!! Impossible to see the merchandise or find anything and the staff always makes you feel like you are bothering them if you ask a question. Corporate ZARA please send help!!! Many of my friends and coworkers would like to shop in your store, but it not a lease they experience!! You're loosing business. Btw, the mans dept is always tidy! read more

I went there a couple of days ago, March 25th, 2021.. it was probably the worst trip I've ever had at Zara EVER! You could tell the store was understaffed and the people who where working where just trying to stay afloat. Sales people where yelling at each other and customers where VERY Frustrated. The fitting rooms where not open, so I couldn't imagine how many returns come in all day, but there was around 10+ racks of clothing just sitting next to the fitting rooms that was dollars waisted. By the time I finally get the the cashier, she explaining her frustrations to the other associate instead of ringing me out, as I was already waiting 45minutes or so in line prior, I though that was HORRIBLE service, then she got mad at me! I love ZARA (Like my favv store) but this trip made me never want to go back! Seriously.! read more

The girls there are so nasty and rude. You ask them a question and they're dry and super unpleasant. I will order online from now on instead of going to this store. read more

I love their products but like many of the other people that have posted reviews here, the customer service at this store is not good. I really do not know why the employees all seem so unhappy and annoyed. I've been in probably 6 times and all but once, have had very poor customer experience with the employees. I wish I knew the name of the young woman who was pleasant to give her credit. read more

I just went to this Zara and had a 2/10 experience. I waited in like for about 25 minutes which is understandable due to COVID restrictions. However, I found a pair of shorts I absolutely loved and was very excited to get them as I'm going on vacation next week. I approach the counter, only one other person in line other than me, and found the cashier to be in a big hurry. He grabbed the shorts from my hand very aggressively and the metal that was holding the shorts caught my finger and cut it. It was bleeding for quite a while and still hurts very badly. He gave me a very unconcerned apology and continued to ring up my purchase. I then came home to try on the shorts, of which I bought my usual size in to find them too small. I understand not everything is always going to fit the same, but I bought a size 4 and they fit like a size 00. I couldn't even get them all the way up. I love Zara and will continue to shop there, but I've never had such a bad experience before. read more

I was at the mall today and was shopping for myself and my girlfriend and had no idea what to get her. The manager Morgan immediately took it upon herself to help me personally pick out outfits for her that she would like! It was a last minute birthday shopping and was nervous I would drop the ball. She really came through in the clutch for me and my girlfriend was super happy she was blown away with the gift and couldn't believe I shopped by myself ;) I was also able to get a cool wool jacket for myself in tan. I went to another store that my girlfriend shops at and the employees there were not even offering me ideas or help like the manager at Zara did. Thanks a lot Morgan !! Super appreciated love this store and I'll be back for Christmas shopping soon !! read more

No service No respect No kindness to the customers. That's it. Check out the Google review. It tells you everything. I had the same experience today as the other customers had. I kind of regret I shopped. The guy at the men's cashier this afternoon was awful. I hope this company educates workers. read more