Is the store messy? yes
Are the lines long? yes
Are the employees helpful? no
But I really like shopping at Zara. What I end up doing is trying it on in store, taking a picture of the label and ordering it online. They often have free shipping days. Or you could just order what you want online and return the things that don't fit. Online shopping at Zara is really convenient.
I find that even shipping to the store is better than buying it in store.
When they are on sale it's crazy busy, but you can visit early in the morning and usually there's no one. The employees have never been rude to me but I've never really had any issues with their products (yet).
My boyfriend sometimes goes shopping at Zara and when he does it's the quickest thing ever. The racks are all organized and the fitting room is empty. Sigh.