Many customers single out named agents for quick, personal help with addresses, sizing, and refunds. A larger share describe late or missing deliveries and returns that require expensive shipping or lead only to partial refunds. Product feedback is mixed, with some getting accurate, well-made dresses and others receiving the wrong size or color, or low-quality items. Communication is similarly divided, ranging from responsive staff to long stretches without replies and refund requests left unresolved.
Examples from available reviews (Nov 2021 – Feb 2026).
Marin provided detailed updates and excellent customer service throughout.
“One of the top customer service experiences I have had in a long time.”
Dress matched description and customer service was good.
“Dress very beautiful, as described.”
Returned item months ago and still awaiting refund despite many emails.
“Complete scammers I deeply regret ever purchasing from this company.”
Dress didn't match picture and return resulted in $150 loss.
“returned the dress and lost $150”
Many complaints focus on late shipments, expedited delivery that didn’t happen, and canceled orders that arrived too late for events. Several reviewers describe strict return rules, including required international returns and repeated demands for delivery proof. A smaller set reports returns handled smoothly and issues resolved by agents.
Many customers say they received only partial refunds, small coupons, or too little compensation after returns. Some report losing money on return shipping or dealing with discount errors that took follow-up to fix. Mentions of quick refunds for overcharges show up only rarely.
Some shoppers describe an easy checkout, fast delivery, and a straightforward ordering flow. Many more report long waits, canceled shipments, or deliveries that missed their event date. Several say the delays and refund disputes make them hesitant to buy again.
Most complaints mention incorrect sizing, garments that run smaller than expected, and colors or fabrics that don’t match the listing. Multiple reviews point to poor finishing or cheap materials, followed by difficult returns. Several customers also report accurate fits, good fabric, and flattering results when they follow the size guide.
Agents named Marin, Joyce, Tiki, and Riley are often praised for quick, helpful, personal replies. At the same time, many reviews describe long periods with no response, automated messages, or refusal to issue refunds. Feedback splits sharply between effective one-on-one help and accounts of silence or unresponsiveness.
Reviews split between buyers who received the right items with helpful service and those who dealt with late delivery, return disputes, and refunds that never arrived. Reports of unresolved refunds and inadequate compensation repeat across reviews. Positive experiences often credit specific staff, while negative ones point to policy limits or slow responses.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Sitejabber (20) · bbb.org (10) · Reviews (1) · Quotes shortened · As of: February 2026
Marín resolved my address mistake before shipment efficiently.
“Marín, was able to resolve the address change before the shipment was sent.”
Representative Phoenix was helpful with return credit issue.
“Representative Phoenix responded and he was very helpful”
Marin provided great customer service and assistance.
“Marin was great to work with. Two thumbs up!”
Joyce processed my return very promptly.
“My return was processed in a very timely manner by Joyce - thank you again, Joyce!”
Customer service fixed shipping address error promptly and reassured delivery.
“Tiki and she/he helped me out with the change of address”
Marin provided detailed updates and excellent customer service throughout.
“One of the top customer service experiences I have had in a long time.”
Joyce provided prompt and excellent support when needed.
“I received excellent support from Joyce; she helped me promptly when I needed it!”
Staff and materials were good and reviewer will continue buying.
“We excellent staff and materials are very good”
Company communicated well and accepted my return with a refund.
“The communication was timely and very positive.”
Tiki provided pleasant service though product has not yet arrived.
“Tiki was a pleasure to deal with.”
Customer service, especially Tiki, made international returns seamless.
“the customer service was exceptional from the beginning to the end of this return process.”
Dress color and fit were wrong and no return address provided.
“the gown I reveived was definately orange and the color did not match the color on my item receipt.”
Agents were helpful but refund required persistent emails to obtain.
“The problem is not your agents they were all great.”
Dress didn't match picture and return resulted in $150 loss.
“returned the dress and lost $150”
Riley quickly refunded an overpayment caused by a dropped promo code.
“Riley was able to quickly help refund the money I should have had discounted”
Returns required shipping to USA, high fees, and made refunds difficult.
“I was informed I would have to ship the products to the USA at my expense”
Company refused return and offered only a small refund due to timing.
“they offered me a refund of $13 because I was outside of their 7 day window”
Dress was beautiful but sizing inaccurate; customer service was excellent.
“The dress was beautiful. It just didn't fit.”
Staff like Zane and Joyce were very attentive to customers.
“Very attentive to customers! Zane, Joyce, professionals, all admiration!”
Customer service corrected my sizing mistake and the dress fit perfectly.
“The dress is absolutely beautiful!!!!”
Joyce was helpful and resolved the reviewer's problem.
“Joyce was very helpful and solved my problem.”
Gown didn't fit but return was handled well by the company.
“the gown that I ordered did not fit but your handled the return very well”
Expedited order wasn't shipped in time and cancellation failed.
“I wouldn’t get my dresses before my event.”
Expedited shipping failed and there was no effective contact method.
“the dress is still not here on day 11”
Received wrong item, poor quality, and insufficient refund for return.
“die Qualität war miserabel.”
Reviewer says company stole money and refused refunds with poor service.
“Scammers, steal your money, don't want to refund”
Long wait and hassle to receive a dress discouraged future orders.
“waiting weeks to get a dress”
Customer service made the return easy and painless.
“the customer service was top tier”
Order didn't arrive in time and cancellation refund was denied.
“we wouldn’t receive them in time”
Dress matched description and customer service was good.
“Dress very beautiful, as described.”
Ordering process was smooth and straightforward.
“Order was smooth”
Seven-day return window prevented refund after reviewer missed deadline.
“SEVEN (7) Days is a ludicrous policy”
Company claimed delivery but demanded proof and offered little help.
“No package was ever delivered.”
Positive buying experience, product not yet received.
“Good buying experience.”
Dress arrived quickly, looked beautiful, and customer service was helpful.
“I’m so happy with my Zapaka experience!”
Received a much smaller dress than ordered; return process was difficult.
“it didn’t fit was more like a size 10”
Expedited shipping arrived late and refund offer was inadequate.
“the dress still came 20 days late.”
Customer service agent Joyce resolved issue quickly and professionally.
“Excellent customer service. Joyce Thank You!”
Reviewer says returns are unclear and only partial refunds are offered.
“They make you keep the dress and offer a partial refund only.”
Site misleads customers about returns, forcing costly US returns.
“yet they force customers to send returns back to the United States at their own expense.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
ZAPAKA is an online retailer focused on formal women’s wear, including wedding gowns, bridesmaid dresses, prom dresses, and evening attire. Its product pages show multiple photos and measurement guides to help shoppers choose a size. ZAPAKA offers online checkout, international shipping options, and standard payment methods. The site also lists support channels for order help, returns, and payment questions.