"Cheap plastic made sweaters"

I have been into your Leeds shop to buy a sweater, just to discover they were all cheap plastic made at prices between £60 - £65. Disappointing. Do your best to get some decent made clothing in instead of £1 items sold for a quick buck / win.

"Smashed candle sent out from warehouse"

Ordered a Candle for christmas. When the candle came through it had been smashed. The interesting thing about it is that the glass that smashed was missing... This must mean that it smashed in the warehouse and then was sent out like this... Very disappointing just before christmas

"Delivery to Ireland"

Received a fire log holder, and it is really good quality, very happy with it. I had telephoned customer service about tracking delivery to Ireland and they were extremely helpful. 5 STARS from me.

"Disappointed ~ * 20 Denier Black Floral Lace Tights"

* 20 Denier Black Floral Lace Tights
SO disappointed with this product. They look fab and fitted perfectly but on the second time of wearing, when putting them on, not one but two holes appeared. I'm 58 years old and have put on tights many, many times so it's not my method! I'm guessing that despite the price point (£14.50) they are of poor quality and not made to last. I have had similar tights from Intimissimi & M&S both of which have lasted for at least 2 years. I'm sorry to have to give such a negative review because I like the brand and usually the stores quality on various items is excellent.

"Company par excellence"

Vanessa in customer services was the absolute best! A pleasure to deal with and sorted out my problem with efficiency and humour.

Never be worried about ordering from this marvellous company with its delightful products.

"Amazing customer service at the Liverpool Street store"

I went into the Liverpool Street store in London to exchange a skirt for d bought online. It wasn't stocked but they offered to let me return it and they would order a replacement in a different size and have it delivered to me. It became super complicated due to change in price and PayPal purchase but the brilliant Zara was amazing and after speaking to the store manager and calls to customer service it was all sorted and a new skirt ordered. So incredibly impressed - a huge thank you. Now a fan for life xx

"Heart-warming customer service"

Just wanted to say what a pleasure it was to deal with Abi at your branch in Waterloo station. She reserved a cardigan for me over the phone and was very helpful when I went into store too. The zip on the item was a bit sticky and Abi found me another one which was better. A few days later, I decided I wanted to return the cardigan but couldn't lay my hands on the receipt. I was a bit worried, this would be a problem but Abi recognised me when I went into store and greeted me warmly. She located my purchase on the till, issued me with a replacement receipt and refunded the item without any problem. It was genuinely a heart-warming experience from start to finish.

"Order messed up but they put it right "

They messed up my order, sent me someone else’s product instead of mine. I initially had a really poor response but someone stepped in and sorted it out in seconds so thanks to them for that. Just takes a second to say “what can we do to make this right”. First agent spectacularly failed to do this but the second one really did everything to fix

"Dreadful window display"

I like the shop very much especially the glassware. Clothes are huge if you are a size 6!

The only reason I am giving it 2 stars is because of the window display if you can call it that. If you walked past this shop without realising it was Oliver Bonas you would think it was a shop either closing down or a charity shop due to the terrible window display in the Northcote Road shop. There is a trestle table with shelves and items just on it it looking dreadful!

"I bougnt a gift card online and hadn’t…"

I bougnt a gift card online and hadn’t received any emails to advise it had been shipped so I contacted OB to ask when it could be expected to arrive on the assumption they were able to track the progress at their side.

When I came home that night I realised the gift card had arrived which was great. Unfortunately upon reading my emails the OB team had decided to cancel the gift card as it was “lost” and refunded the amount, despite this absolutely not being requested in my email. A second person at OB then advised that the gift cards “aren’t trackable” which makes the whole situation even worse as they had no proof of this being lost at the start & should’ve simply advised they’re unable to track on their end. I’m sure you wouldn’t notice a small £150 GV go missing in the post. So disappointed at the service and now I’m £300 down and having to buy an e-gift card and print on my own. Really poor service and the way this was handled by your team will put me off shopping with you online in the future. Such a poor experience.