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Zalando Reviews

2.3 Rating 106 Reviews

33 %

of reviewers recommend Zalando

Company Reviews

2.3

Based on 106 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 48%
Accurate And Undamaged Orders	Greater than 82%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Read Zalando Reviews

About Zalando:

Zalando offers its customers shoes and fashion from 1000 different brands with free shipping online. Zalando provides a complete shopping experience with variety of choices. Our aim is to offer our customers and a huge range of stylish shoes and fashion items with excellent customer service and the advantages of an easy and secure online shopping experience.

Visit Website

Phone:

0800 0280077

Email:

service@zalando.co.uk

Location:

31 35 Kirby Street
London
EC1N 8TE

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Zalando 1 star review on 24th October 2022

Katya Taryannikova

Zalando 1 star review on 28th November 2021

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bought a jumper but Hermes lost it. Zalando answered every email and chat and kept me up to date. After signing a form I was refunded. Can’t fault Zalando and if they stop using Hermes I’ll be back.”

Posted 2 years ago

“Bought a jumper but Hermes lost my parcel I can’t fault Hermes and would buy from them again”

Posted 2 years ago

“Exactly what I ordered they kept me in the loop via emails and delivery 4 days after order at a great price.. Couldn't believe some of these reviews...”

Posted 2 years ago

“Zalando is great as long as everything works. As soon as something goes wrong it definitely suddenly turns into the worst company in the world. The customer service is below and beyond everything bad you can imagine. They don’t want to answer your questions, help you out with your problem, they just want to go home and stop working. They don’t even listen to what the problem is. I think that Zalando must be a really bad employer since everyone are really rude and don’t really care about it. It always comes from above in these cases at a company. Second of all is that they try everything in their power to rip you off. If a returns goes missing/wrong for example you have to send proof of ID, signature, write a legal form they have and so on… to get your money back. Here the CS won’t help you out either so you need to find this out on your own. A lot of energy and time will be spent on trying to solve the problems yourselves. I am convinced that there are a lot of ppl who doesn’t have the power to do all those things and Zalando gets to meet their money anyways. Total rip off. You eventually get the money back but it will take you a quite while and energy to do so.”

Posted 2 years ago

“Please read carefully. If you suffer an issue with your order you will be asked for a copy of your ID! Have you ever heard a retailer to make such ridiculous request! Don’t order anything from Zalando please, look somewhere else and spread the word! Order 10504016385403”

Posted 2 years ago

“The website is super slow and unresponsive”

Posted 2 years ago

“Absolutely shocking service and customer service , now not even replying .. avoid buy elsewhere”

Posted 2 years ago

“There is still no signs of my order and no update from Hermes?! Enough is enough! You can send another pair URGENTLY please. We have waited and wasted the last 48 hours on top of previous 4 days of waiting for the supposedly lost driver to do his next day delivery? expecting a delivery THAT HAS CLEARLY BEEN STOLEN by Hermes staff! I wasn't surprised by the lack of professionalism from Hermes, as per usual, this is only another out of time frame delivery, but, I was expecting much better aftercare services from Zalando. YOU HAVE HAD MY PAYMENT FOR OVER 10 DAYS NOW and still showing no signs of urgency?! Not initiated contacted me in one single occasion?! You have my contact details, why am I not getting updated? No option to escalate my enquiry either as staff said we don't transfer calls to managers... I am fed up and feel like I have been scammed! PS: definitely not on the right track to make our world a better place by treating customers with this much disregard and disrespect ! You should focus on customer support and also change courier! The customers are not always right! but you are not even trying!? Many Thanks for such a waste of time and money As you can tell by my review, I have had enough of all this pucking bullock between Zalando and schitty hermes delivery company! There surely is a way to get through to someone who gives a puck to solve this cluster puck of a display you and hermes have been conducting!?? Pucking put me in charge and with Hermes gone, all of this would have been avoided... This wasn't even your fault to start with! You send the order within 24h of me placing the order and now getting a bad name by association with useless funts! (And now showing your true colours through their lack of commitment) Feel free to call me on 017** *** *** or 077** *** *** (preferably landlines as network coverage is not great in our area.) Regards”

Posted 2 years ago

“"Black friday" the price still the same like it was. Seriously, Guys!? Not even 10%!!!”

Zalando 1 star review on 28th November 2021

Posted 2 years ago

“I ordered 6 pairs of shoes to try different styles and sizes. Kept 1 and returned 5. Zalando confirmed receipt of the parcel but refunded me for 2 only. When I emailed them asking for money, they are asking me to scan and send my photo ID along with a form. Do retailers have right to the data within photo IDs? I am raising a dispute through my payment provider, reporting zalando to the police for scam and sharing my story online on various platforms to see if anything else can be done to get my money back; is there anything else can be done to correct the retailer misbehaviour?”

Posted 2 years ago

“Very bad service. I will not buy again from Zalando!!! Pessimo servizio. Effettuo il primo ordine e il pacco non arriva al punto dì ritiro. Mi dicono dì fare un nuovo ordine con prezzi più alti e che mi avrebbero rimborsato la differenza. Dopo il nuovo ordine un operatore dall’Albania (Albi) mi dice che non mi rimborsano la differenza perché secondo loro il prodotto è diverso (stesso modello dì scarpe e stesso numero) inventandosi che uno era da uomo e l’altro era unisex. Dopo varie email mai risposte, faccio reso e non comprerò mai più da Zalando!”

Posted 2 years ago

“Awful customer service!!! I ordered £200 worth of products. When the parcel arrived it was clear it hadn’t been sealed properly, due to this the bag worth £70 I had ordered was missing. On top of that the £80 trainers were sent in the wrong size. I eventually got a refund for the bag after filling in a form. When I sent the trainers and a pair of jeans I’d ordered back I received an email stating they won’t refund due to receiving an ASOS dress and Primark trainers back. Regardless of my concern they refuse to refund me and listen to what has clearly been a break of trust in their warehouse staff. I wonder how many other customers have experienced the same issue!!!!”

Posted 2 years ago

“A hideous experience, ordered 3 dresses, filled in the online info to return 3 dresses. Sent the 3 dresses via Hermes and was only credited for 2. Rang to speak to customer services and told to send Hermes receipt and fill in a legal disclosure form. Having then returned these documents I’m told I need to send photographic ID. with an expiry date. Passport, ID card or Driving licence, non of which I have. Then told if I don’t have these documents I can’t have a refund, many emails and calls later I still haven’t received a refund. To add insult to injury they sent an email to say the dress I liked is now back in stock in my size!!!!!!!! It was completely sold out, SOMEONE MUST HAVE RETURNED IT.”

Posted 2 years ago

“Fantastic service - my order was delivered 3 days later Highly recommend”

Posted 2 years ago

“Excellent”

Posted 3 years ago

“A terrible service and then very unhelpful. We ordered a tracksuit for my son. it said 2-4 days and yet 2 weeks later we have heard nothing ! So I checked and it seems they returned our parcel. Okay, so far maybe it could be down to the courier but then when I emailed them we just get an reply saying there was a problem and they can't resend it. So I contact customer service and basically it seems like they never had the items and just made excuses. Terrible all round. Do not recommend at all”

Posted 3 years ago

“Will take your money but not deliver your order Really disappointed with Zalando, and would advise shopping elsewhere! I placed an order on the 14th March and on the 16th March received an email to say it was on its way. Today (29th March) I followed up with zalando because I still haven’t received my order and to my shock I was told I will not be receiving my order! I find it very concerning that they took my money, failed to deliver and the only reason I got a refund was because I contacted them! Seems they were aware of the error but didn’t inform me until I asked. Recommend shopping elsewhere. I’ve been back on and can see both items are still in stock in the right size which makes me think it’s a complete scam because otherwise they would have sent my order to me instead of just refunding which was their default!”

Posted 3 years ago

“I have been using Zalando for a year now and all my deliveries have arrived on time. Generally i think they have a good range of clothes, and they appear to be totally genuine (big brand names) looking at the stitch work etc. 2 problems i have had with them. 1. Hugo boss shoes arrived in a brown box, got through to their customer services to be told the original box was damaged and that their selling the shoes not the box. I laughed and just hung up and returned them hassle free (collected by Hermes). 2. Deliveries take on avg 5-9 days from ordering even if you pay for next day (i don't get that!?!?!) but if you set your mind when purchasing knowing it’ll be a little wait, it’s not the biggest of issues waiting a week for a bunch of clothes you didn’t have to hit the high street for, shuffling shelves and rails. Will continue to use Zalando.”

Posted 3 years ago

“Appalling service. Ordered from Zalando in December and items not even dispatched by 15th January, while ordered direct from the brand they were delivered within 4 days. Customer service refuse to cancel the order and have been incredibly unhelpful. Do not order from here.”

Posted 3 years ago

“I ordered two watches off zalando when I opened the parcel there were two boxes inside one box containing a watch and the other empty I contacted zalando and asked them for a refund or send me the watch I paid for they told me there is nothing they can do and I should file a police report worst online shopping experience ever i contacted the European consumer rights and told them what zalando said and they were as shock as I was they said that zalando have breached the consumer protection act and they will be contacting them.”

Posted 3 years ago

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Zalando is rated 2.3 based on 106 reviews