It’s 10:07 on a Monday morning and the manager just opened the door after countless associates walked by the door looking at the line of people waiting to come in. When she opened the door she said, “you can come in.” Not, “thank you for your patience” or “sorry for the wait.” It’s always a challenge going to this store for anything. In business, it’s not how perfect the process is, it’s handling issues in a perfect way. A simple “thank you” would have gone a long way. After I scoured the store and found a bunch of cute items to try on, I went to the fitting room to learn they were “closed for a day or two.” You honestly can’t make this up. Anyway, I left all the clothes and will not be returning to this store. Horrible.

Nice zara store, its been there for so long. They have great clothes, for men, women and kids. Store associates are respectful and willing to help. Because its covid time you can’t really testing clothes before behind them, i think for safety issues . Clothes and accessories are well organized ! Machine at the cashier stop working for some reason so we all had to move to the front register from the men area

Management is awful at this location. The employees told a family to have their baby stop crying as if that was an option. The family was already at check out and instead of the employees checking them out faster, they decided to tell the parents to have their baby stop crying. It’s a public space and babies cry. Get over it. As soon as the manager came out. Instead of fixing the problem, she decided to tell them to calm down as well as this male employee with short dark curly hair. He added in rude, unprofessional comments and the manager was letting it happen. That location needs to clean up their employees and management. Not to mention it was a black family and the employees are white. Looks like they need to educate themselves on discrimination.

Unfortunately the stores return policy wasnt displayed and my daughter thought she would be able to exchange a dress if it didnt fit. I would happily exchange for an item my size and even buy more, but they would only allow an exchange of the same item in a different size. Too bad, but my 13 y/o and I dont exactly wear the same styles. ;)

I have never been to a Zara that was this run down. Shocking! It really gives you a thrift store kind of vibe as 80% of the women’s clothing is on racks shattered all over the place. When you do find something, it’s really a matter of luck to be able to find it in your size. Don’t bother looking close by, it won’t be there. The fitting rooms are still closed when ALL the other stores are open.The only con is the sale section which is huge, this is the only reason i am giving this 2 stars.

They don’t let you try on any clothes since they think you can catch the virus from a pair of jeans for sizing. They make you wait in line to buy something then when you find out it doesn’t fit well, you have to wait in a long line to return or exchange for the right size. Not worth it. Urban Outfitters and lots of other good stores aren’t so insane about not following science for their policies.

Poorly managed. I came on Labor Day weekend and waited in line for 45 minutes. I would not visit this location.

I love this place. It’s almost like they have all the newest items first.

It seems like Zara TRAINS their employees to be rude to the customers! They are so unhelpful! I literally had a receipt in my hand that said I can return to the store, and yet they created a scene and with a lot of attitude finally took the order back! I followed their own instructions to return the item. Poor quality of clothing, poor customer service and unreasonable pricing…why are they still around?? I would love to see this store being replaced by an American store!

Could be cleaner. Alot of associates chatting and laughing but nobody working on recovery

Great clothes. One employee in particular is really accessible and helpful. Checkout guy seemed bored.

I liked the selection, not a big variety like other locations in the DMV...The staff was super nice...I think they need more folks so they can run the register and assist clients..the line was super long but it moved..because the two young ladies were so professional and Handel clients with care but at a fast pace..Zara is my favorite store and I know covid makes things hard..but when you give your staff some relief and have a system that helps them .. it makes folks want to come back to that location

Always love Zara but I was in line for almost an hour!

Cute clothes, good prices

Terrible location as is well documented in these comments. Maybe since it was end of their shifts but despite a long line suddenly forming, the cashiers were moving painfully (intentionally?) slow, especially a tall one with short dark hair and tattoos on his arm. It ended up taking WAY too long so it wasnt surprising seeing similar reviews.Also yeah, the fitting rooms are closed for covid lol, though one apathetic employee told me I could still use it, though another one ended up kicking me out. Lol.

Extremely poor management, all other brands have extended their return policy due to Covid-19 but unfortunately Zara hasnt changed it and when we asked the management for solutions, she just ignored and was very unpleasant. Obviously during pandemic due to trial limitations all brands should be more flexible with exchange and return policy.

The management team is awful and the cashiers are super slow. the girl who was ringing me up wouldn’t even make eye contact and would just talk to her manager about their weekend plans while we were just standing there being rung up. really poor customer service and of course the cashiers are going to act that way if their management act poorly. maybe stop talking to each other and actually help out those in line.

Theres always a pretty long line to pay .

The worst ever Zara team work there!! I had to pickup a few packages after I got the confirmations by email, and they insisted they only have one!! Then after an hour when I was talking to customer service on the phone, they came up with a couple more packages. I told them to check and take their time, they came and say we are sure we dont have your other packages. Now, the customer care confirmed my packages are there, I know they are, but the attitude of the workers there is just unbelievably rude. They just got busy with other customers while I was still waiting in the store!! I will file a complaint again this gang!

It is not as good as before with slightly higher price

I am very disappointed at the service I got from this store. First of all, it was very very crowded and it was the only store in the mall that didn’t obey the COVID-19 protocols. The manager ( Deniz) was very rude and unfriendly. I asked for her help but she only was repeating the same thing and wasn’t helpful at all. To be honest I have never seen such an attitude in this country and I didn’t expect this brand to treat its loyal customer like this in pandemics. Very very angry and disappointed 😡

This store always busy, they only have 2 registers open not matter if is a long lines,

Nice cloths with styles. Love shopping at this location!

They open at 11am. Came here at 10:20 and the lady said that they open at 11 closing the doors at my face. Courtesy and politeness would not hurt also the correct info on google.

My female friend liked it.

Good customer service

The store almost always has a very long line for the register.The store seems understaffed, and employees do not direct the line to new registers in an orderly fashion.Their dressing rooms are closed so its impossible to check fit before buying.Long lines make it frustrating to purchase online if you will likely return an item.

This is the worst Zara in the DMV. The staff, the lack of inventory, the lines, the mess, the dust on everything, the horrendous lighting in the men’s section…it’s the absolute worst. Hard pass. Go to any other Zara and save yourself the disappointment!

I adore Zara brands but this branch (At Montgomery Mall) the Cashiers have a poor customer service and even some of them steal clothes (after they charge you they dont put it in the bag) and some charges you in original price while its on sale. This happened all the time. Recently, I bought few clothes using cash and my credit card. So, when I return the clothes the cashier stated that he will refund me the cash amount to my bank. He said because of COVID they prefer contactless transaction. I trusted him. But it was late when I realized he was lying. He didnt only take my money, Ive lost the trust I have for the cashiers in the store.

One of the cashiers of extremely rude and snappy with me because I didn’t understand the return policy!!!!!!

The worst experience I’ve ever had in Zara, the store was so untidy and the staff were all very rude. I had to return something which was untouched but was outdated and I asked the manager if I can get a store credit or exchange but she( Deniz) was very rude and unhelpful. I didn’t expect such an experience from Zara. It was the last time I shop from them.

I have twice had the need to return an item of the dozens of purchases I have made here. The very rude associates are dismissive at every opportunity. Today I attempted to return a damaged item that I purchased a few days before. I removed the tags before I saw the damage but still had the tags. My return was refused. I was told to call the customer service number. I called customer service and the hours are 8 to 4pm. This fast fashion is bad for the environment and they have the nerve to add bad service and poor quality to the mix. Disgusting. The sales associate kept telling me to have a nice day in a by dismissive manner.

This is a okay place i guess. There is a lot of stuff for good prices and you can probably find a lot of things that you like in a short amount of time. One downside of this store is that its kind of messy and its kinda hard to find stuff. Like you may just get lost in all the stuff that they have, which may not necessarily be good thing. If you know exactly what youre looking for and know its in the store, you will probably have a good experience at the store, but if your looking for something like specifically then you may not like it as much because of how messy this store is. But still, this store is pretty underrated and you can probably find a lot of stuff that you like here. Some of the stuff though, is somewhat expensive. You may like something and find that its really overpriced and you can literally find the same thing in another store for like half the price. But like still you can find a lot of cheap stuff. Also, the quality of all their stuff is okay i guess, but it wont last you forever. It may last you a couple of months at most. If you wanna buy something to wear for a long time, this stuff isnt what youre looking for. Hope this review helped.

I love zara brands but this branch the Cashiers have a poor customer service .

Usually order online,,my first time in the store. Will be going back again

Worst experience ever- dirty and long lines and the managers are incompetent and refuse to assist customers with issues they say to go to customer service after I waited for 30 min in line worst service ever Do not shop here the line was full of returns and no purchases bad quality.

I LOVE Zara but at this location can be difficult to locate items, the cashiers are usually not super friendly and the line is almost always long. Recently 2 associates spent 30 minutes with me helping me pick out outfits though which was really appreciated. Oh and don’t come during the seasonal sales the store is a madhouse! Just shop online, they ship fast and you can return in store.

Careful with returns if you are buying online, day starts from the day you order.

Great styles to shop at

Good place for shopping

This brand is nice but service in this store it’s poor, to pay clothes I spend almost 1h on line cause are just two cashier available. Also it’s a mess, clothes are everywhere (what it’s normal in sale season but not always)... Never come back to this one

Very rude employees, I was looking for my size to buy a dress and I asked a girl in store to see if they have it online, She said I only look for it if you really want it! Next time I was in the store I was looking at pants to find my size and same girl gave me the look and said WHAT ARE YOU DOING? Just because she was organizing the pants I was not supposed to look for my size?!!! And she closed the fitting room at 8:15 so I could not try them on! I don’t need that negativity in my life, it’s my last time going in this store! I can’t deal with disrespect and rudeness of their employees.

They dont answer the phone.... EVER!!!!

Cautious staff however new online items are not stocked in this shop.

I adore Zara but my experience at this location has consistently been poor. Rude employees and disorganized sales floor. Recommend driving the extra 20 min to the Tyson’s location instead.

I always leave with something. Very different, nice fabrics from other places. I will say, for a slim guy like me who wears 28/29,30, pants are not really an easy find at this store.

Great Variety, customer service could improve. Seemed to be understaffed. I would recommend Pentagon City Mall Location.

The store itself is decent, however the billing experience was not pleasant.

Customer service is horrible. Return policy is ridiculous. There is absolutely no customer service. In store or if you call. What’s the help? There’s no help. Zara is a store I will not be shopping at anymore.The company seriously needs to make a lot of updates if it wants it’s customers to stay.

The manager and staff has unnecessary attitude. Clothes are very nice but because of the staff would never visit this location again.

Excellent selection!!! Shirts, jeans, dress pants sweaters you name it!!! Nice quality as well!! It pretty good organized! In my opinion better selection then H&M

Good shop

My mom went into the store and tried to exchange shorts. the tag was pulled put but were never used. they also agreed with my mom and said they believed they were never used. but they would not let her return them. that was not the problem. she asked for another manager and they said they were not allowed to giver her that managers name. she then asked for the one employee and other managers name and she said no. my mom took a picture of them just to show. an employee there threatened to call the cops and sue her. then they had security escort her out. my mom was very calm and not loud at all. they treated her terribly. now she has contacted customer service 6 times and they have done nothing to help her. not shopping here again.

Great prices. REALLY nice quality childrens clothing. I would shop here with the teenagers.

Bought a coat for my grandson last Saturday, Feb 29th. Didnt see him till Sunday evening March 1st. The coat came out to be big so my daughter went back to the store on Monday, March 2 to get an even exchange. The store clerk smelled the coat and accused that it smelled used and smelled like food. My grandson couldnt wear it because it is big for him so he never wore it. It immediately stayed in the bag after he tried it on and kept in the car to be returned the next day. The store clerk asked his colleagues and they all agreed that it smelled food. Suspicious that they are trained to agree with each other working g for Zara, my daughter asked 4 customers to smell the coat and they all disagreed with the store clerks they didnt think the coat smelled food. The store clerk was very rude. Now the worst part about my experience, when a black woman returned her stuff, the same clerk took the return and NEVER SMELLED the merchandise!!! Well, the clerk was black. We are Asian. This was the first time I bought from Zara. And we are mistreated by this particular store as well as their customer service. Im complaining on Better Business Bureau on this matter.

Extremely slow and unfriendly service

Very nice service!

I want to Zara at 2.45 Pm 11.11.2019Customer service is horrible. Return policy is ridiculous. There is absolutely no customer service. In store .

The worst customer service ever... my wife bought a sweater to my daughter. It was ripped and she took back to exchange. There is a tag on the sweater saying “ZARA KNITWEAR, winter collection, FANCY COLLECTION, MADE IN CHINA(of course). The stire’s staff didn’t exchange it. They said my wife need to call customer service. It is the only store in the US that doesn’t exchange the cheap quality clothes they sell... even my 8 year’s old daughter said she doesn’t want their clothes anymore, because they have no respect for their customers... we will return it doesn’t matter what. Will be returned on the good or on the bad way. I do not recommend this store to anybody. Maybe the people that work overthere are not prepared to attend the public. Maybe the brand do not pay for training, think it is just open the doors and sell cheap products without quality and cheat on people...

Horrible location. There’s always something wrong there!!! Frustrating! I like Zara but this location has so many issues:1. Staff - they don’t seem to hire the right people and the turnover is constant. There’s always someone new as a cashier and the process is SO SLOW!!!2. Bad management - doesn’t even help new employees to deal with the customers. Two cashiers dealing with issues instead of creating one fast line and one for returns3 I’ve been charged the wrong amount so many times - be aware4. Mess - ALWAYS!Ps. I’m writing it in the line to the cashier, it takes 30 minutes at least on Friday 11:30 am!!!!PS. Called the manager - she’s rude and unhelpful.

This store is an incredible mess and there is ALWAYS a long line to complete any transaction. Once you finally get to the counter, the associates barely talk or look at you (probably because they are stressed out trying to get to everyone else standing in line). Not a good representation of the brand.

Too bad that I couldnt try clothes, now I have to go back and exchange or return them. None of the 4 items I bought fits.

The manger at the Montgomery mall, a black young man is so rude and screamed at me I front of a whole long line of people. He was extremely rude and mean..being a woman I think he he should not be screaming at women..especially if you are a manager. I understand that you can’t please everyone, but a little warmth would be a preciated for a store that is constantly filled with people. He should take anger management classes or quit if he hates people.

If I could give them zero rate I would for sure. I bought a fancy pans for my daughter to wear at her friend’s birthday party. When we got there both of knees were like something scratched. My daughter was so embarrassed the whole night. And then when I went back to the store, the manager told me that my daughter did something with the pans. Their response was so inappropriate and they even were not sorry for the poor clothing material that they sold to us. You will throw your money into the trash if you buy a thing from them. I took a picture from the pans hoping that I can share it here.

They had a sale going when i went. Its was midday on a weekday and all clothing seems organized. They need another register! Theres always a long line

Their sales are not so wonderful

Love to shop at this department store. I can always find great deals on things that I like.

Very organized and clean.

The sales associates working at the register were extremely unprofessional. They did not speak one word to me while ringing me up, were gossiping with each other about customers, and were making fun of the store’s security guard.

Nice service!

Overpriced clothing, and me and about 15 other people waited in line while one poor cashier had to help all of us. They need to either hire more people or allocate hours better.

Walked in she didn’t bother to look us in the face as we purchased clothes she kept speaking with her co worker the entire time I asked for a bag and she asked me for a bag I spoke up loud and said yes I want a bag at the end of my order I didn’t get a bag and she took her time to put my things in the bag and called on the next customer which was completely RUDE!

This store never has enough cashiers at the counter, consequently the lines are always very long. Yet you see employees walking around the store, standing behind the registers chatting with the two people working. Two people inside the fitting room etc. For what purpose when the line is going around the store. This shows poor customer service and a disrespect for your customers time. Learn from other stores! When they see the line getting long, they open another register.

I love this store: the quality of the clothes & designs are simply gorgeous. The prices are amazing low relative to the quality of their clothes, bags & shoes.

Customer service was great. Line was too long

Rude staff, poor selection, and the place always looks like a tornado hit it. Long lines at the cashier who acts like helping you is a chore.

Its hit or miss at these stores. The online store is the best if you dont have a go to Zara store. Ive only been to those in Sevilla, Spain, NYC, DC, MD and LA.

Great sales, but the line to checkout was too long, 30 minutes long..only two cashiers. When I asked the manager about opening up the mens area to perhaps to speed up the process of checkout, she stated that she couldnt...so left the items there...a big turn off.

Bed customer service bed return policy.Last time I’ll buy here.Don’t buy from themSeaport other stores that have good policy for the all customers.

Good stylish collection of clothes at a reasonable price.

I bought an item that needed to be returned. The sales associate that helped me gave me incorrect information about how to get credit when my original card had been replaced due to a lost card. The sales associate did not apologize for her error and treated me rudely when I asked to speak to the manager to get the correct information. The same associate was indifferent and abrupt with serving customers ahead of me. I will shop online rather than patronize this location.

AMAZING store. Large. Staff is very professional.

The line is too long and cashiers too slow. Fold Clothes like is something extremely delicate. It doesnt matter the day of the week is always the same.

First time here! Store is large but kind of disorganized. Theres no real section for certain things, theyre just lumped together. Fitting rooms are extremely small and are closed by curtains. Ive never liked that. Employees have no manners whatsoever. Cashier that rang me up barely looked at me when she was talking🤨.I usually shop online. Only came to the store because a dress I wanted was out of stock online. Definitely not coming back anytime soon.

Love shopping here and the staff is friendly

Just like every lady needs a black dress ... I need a zara. Great store

Great store..needs just a lil bit of organization .

Zara has the worst customer service policy. I order a coat for delivery it was delivery to the wrong address. Due to zara policy I had to wait a week to get my money back. After they reimbursed me and I try to order the coat it was sold out in my size. I order a different coat on the 14th of November had them delivered to the store in Bethesda MD.Two days later I see the same coat on sale. I call up Zara to get the sale price and they told me I would have to return the coat complete and find the coat in my size I could not keep the same coat. Keep in mine the coat is not in the store I order it online. ## freezing my a** off in 19 degree.

Nice selection. They need to improve on their display though. It can get tiring trying to sieve through all the stuff.

I love the clothes in here they have the best fashion

After the security guard announced that the store was closing in 15 minutes, I went to try on the 3 items I had. At the fitting room 2 disinterested employees turned me away saying they were already closed. One would think they would appreciate having the customer in the store ready to spend money and Im sure management would agree. Getting the customers into the store is really the hardest part. Unfortunately one weak link breaks the chain and retailers continue to wonder why Amazon dominates. This review is over. We are closed!

Very nice location of Zara spring summer styles are in very friendly and fashionable staff members willing to lend a helping advice

Great service, even while busy.

They have very bad customer service. The employees don’t have name tag on them. Have very bad altitude spatially the manager.

This store is always messy and only 1 cashier no matter what day I visit. I work in the mall and go here often after work. Do they even have a manager? If yes, why manager does not manage the store?

Store always a mess, the retail staff is very negligent w their customers . Ladies changing in men s dressing rooms not supervised . Line of customers are always huge and most of the time one register opened . One I stood in front of the men’s cashier fir over 10 minutes w someone folding clothes behind counter and it never occurred to him to let me know that that register was not open that I should go to the ladies side I finally asked him if he was open then he said that he was not . I m a frequent Zara shopper most of my wardrobe is Zara from shoes, pants shorts suits briefcases and luggage . I m very underwhelmed by their customer service skills

Store manager is extremely rude and unhelpful. For that reason, I won’t be shopping at Zara again.

Dont ever buy from this store! Rude store clerks and dirty disorganized store.

This Zara was everything. Just could not put back what I touched.

Horrible!!! Customer service is beyond AWFUL! The guy manager has the worse attitude, simply trash.