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Zalando Reviews

2.3 Rating 108 Reviews

32 %

of reviewers recommend Zalando

Company Reviews

2.3

Based on 108 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

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Not received refund a week after they 'claim' to have refunded me, and their response was 'go to your bank'... my bank say if its been refunded, it will show as pending on my account but there is nothing there. Rubbish response. I'll be raising a dispute with my bank for the payment if they don't refund in the next day. Not happy.”

Posted 2 years ago

“Didn’t receive my order and even though I had confirmation from Hermes that it was their drivers fault. Zalando still haven’t refunded me! I will never shop with them again. They are a bunch of scammers.”

Posted 4 years ago

“FRAUDSTERS. NOT SAFE TO USE. Sent an order back for a North Face coat. They received my returned order on 1st March but didn’t correspond what so ever. They literally made me chase & beg just to look into my query which they refused to do until I signed a ‘legal document’ then I was told my refund has been rejected because item wasn’t in the bag. Although I have photos of the parcel as I dropped it off to evri, zalando refuse to provide any further information & just ignore me. No customer support what do ever and just steal peoples money. They’re doing this to a lot of people according to chat groups. Someone needs to stop this company defrauding people! It’s theft. If this has happened to you, I did the below. 1. Report them to your bank and ask what options are available to retrieve your money. 2. Report them to Citizens advise who will explain what to do next. 3. Report them to Trading Standards 4. File a report to Action Fraud 5. Share your experience everywhere you can online”

Posted 1 year ago

“ZALANDO IS SCAM!!!! Like other reviewers, I really wished I had read these reviews before spending my hard earned money at Zalando. There seem to be a trend that returned parcel never arrives at their warehouse which is rather convenient and a big scam. I provided all the necessary evidence that my parcel was returned and the tracking shows it arrived safely at their warehouse, I was asked to sign a legal statement and send a redacted ID all of which was duly actioned. I sent tracking details and photos of package. They still state that they cannot process my refund. What more can I do, this is my worst experience of online shopping. I will not be pushed over or part with my money without a fight. Zalando do the needful and refund what you owe. Evri are very reliable and the tracker shows that you got the parcel back but do not want to refund the money back to your customers. I am £200 out of pocket due to your daylight robbery. Zalando must be brought to books. Like every other customers have mentioned, they simply say they can't process the refund without giving reasons or next steps. I can't believe this is allowed to happen in 2023. Scam! Scam!! Scam!!! If you value your money and sanity, please DO NOT shop at Zalando.”

Posted 1 year ago

“I had ordered in the month of October £609 and till date am waiting for it . Zalando says its been delivered and has attached an image of just the boxes . The day the order was being delivered i was at home itself and no one knocked nor called me and later after some minutes o received email saying your order is delivered. I went out to check but there was nothing. I contacted customer service and they sent me legal statement to sign and send back . I did send it with all necessary information but no response. Its like almost 4 times they asked me to send same information again and again. After few days i get email saying your parcel is delivered and you cant be entitled for a refund. This is totally unacceptable as its your right for a refund if the parcel is not delivered. Zalando has poor delivery service. I have lost my £609 . Zalando tries to scam with people money. Guys please be aware don’t use this online scam for shopping .”

Posted 1 year ago

“I am very disappointed for 1 month waiting for the return of the amounts of money and that is 89.99,30.99,32,89,25,99 and I no longer receive money ... I think you are not working properly”

Posted 1 year ago

“Worst customer service ever!”

Posted 1 year ago

“Returned items still not received refund after 17 days customer service is a joke filled there legal forms as requested going to have to go through PayPal absolute joke of a service”

Posted 2 years ago

“Please beware of this company, they've lost my order and they are so unhelpful on the phone, they won't give me back my money, unless you have money to lose, don't order from this company”

Posted 5 years ago

“Started to order from Zalando (about half a dozen or so orders) and things seemed to be bouncing along quite nicely. Some lines are questionable in terms of their quality but the return policy is easy and they credit your account no quibbles; a benefit of dealing with a large organisation some might say. However, it was when I placed a sizeable order (compared to previous order values) Zalando showed the other side to dealing with a big company; nobody demonstrated the ability to make amends when it went wrong. I placed an order and there was a delay. I politely requested an update and the reason for the delay was cited as "we are waiting for part of the order to arrive from another warehouse". Assurance was iterated - via email - that the FULL order 'should' be dispatched in one or two days. On day FOUR the order hadn't made any progress, and no notification of its whereabouts nor reason for the delay (on their own stated lead time). I got in contact again and stated that if I did not see significant progress within 24 hours I would cancel the order. Response was that someone (Natalia) would 'look into it' to see what has happened. Like my order, that feedback didn't materialise. 24 hours later, a notification! My order was "about" to be dispatched (nine days after I placed it!). BUT, there were items missing as they were not in stock. Those items were the ones they were waiting to be transported from 'another' warehouse. Rather than dispatch the order as it became available (or not) the delay was on items they never had; their system clearly showed them as stock and even if the refresh function was a bit slow, stock movement is reliant on availability, so telling me they were waiting from those items to arrive from elsewhere was clearly a misrepresentation of facts. At this point I began to think Zalando had ordered the missing items from Amazon or similar. Despite the notification that the order was about to be dispatched (it either is or it isn't?) three days later, still nothing. I duly contacted Zalando and expressed my disappointment expecting a gesture of goodwill to be forthcoming. I was offered a discount on a FUTURE purchase. After many exchanges and getting nowhere, I requested that the order is canceled and my account terminated. There was absolutely no effort to make amends or pull this faltering situation back to where it should be. The response literally was, 'yeah, OK' and a request would be sent to the courier (Hermes) to return the order. Disgusted with the episode so far, I called and spoke to someone in a final attempt to help them see how badly this had panned out. Mateuzs assured me that he would apply a 15% discount (which, in my opinion was not enough but I accepted it to move things on) and get my order to me as quick as he could push it (bizarrely he couldn't offer me the Next Day delivery option which is a service offered by Zalando). THREE days later, NOTHING. I thought, 'here we go again' as I opened correspondence with SOMEONE ELSE at Zalando... "You sent the order back" they said... um, no I did not! Where was Mateuzs? Why didn't *he* see this through like he promised? To compound the issue, 'Jana' said that the order was back with them (huh?) and she had credited my card, and if I still wanted 'it', I shoud reorder. RE-ORDER? No thanks. Not again. Not ever. A complete and utter failure to amend a diabolical situation created by themselves. I write this review FOUR days short of a MONTH since I placed the order. Catastrophic customer service when it went wrong (but don't mind me, I'm just a customer begging for my order). Never again. Nothing short of a letter from Robert Gentz would make me reconsider.”

Posted 6 years ago

“If I could give zero stars I would! Avoid ordering from this “company” at all costs! Ordered a North Face jacket for £269.99 from them, Yodel website said the item was refused pick up from the sender as it was poorly packaged/damaged and to contact the sender, on contacting Zascamdo they confirmed the parcel had been damaged and returned by the courier and would be refunded in 5 days, following 7 days received a further email saying they had received my return (it was never delivered to be returned!!) and they will refund in 7 days! Unacceptable, have contacted credit card fraud team to recoup the payment and reporting to Trading Standards.”

Posted 6 months ago

“Disgusting company they don’t seem to refund I will report this to the trading standard to investigate they are based in Germany and think it’s ok not to refund on lost packages”

Posted 7 months ago

“not refunding returned items.SO basically an illegal company.”

Posted 7 months ago

“I’ve had some issues with Zalando but they more or less were solved but this one is just worrying and upsetting. I returned a pair of Jordans and after a while realised they weren’t refunded so I contacted Zalando, they confirmed they had received them, made me sign a form and then said that they didn’t receive them and they cannot refund me until I return them. I was just dismissed and now I’m being completely ignored. it’s a lot of money I have lost. I’ve also returned another order and I don’t know if the same thing will happen again. I think people should be aware and be careful ordering from Zalando because this may happen to you!”

Posted 1 year ago

“The worst online retailer I have ever used. Their returns process is a joke and completely broken. The courier they use is just awful, and when that fails you use local post, which forces you to send to a PO BOX which Im assuming is never checked. Returned an item over a month ago and still getting the same boilerplate reply of them....steer clear of them.”

Posted 1 year ago

“ABSOLUTELY HORRENDOUS CUSTOMER SERVICE!! parcel delivered to wrong address. Having to fill out forms - which for one reason or another they are never happy with! Asking for tracking number - which no longer exists as it has been ‘delivered’ They reply with the same robotic response to each of my emails! This is so frustrating! Reading other reviews it seems even if they decide to give me a refund I will have to jump through hoops for that too!”

Posted 1 year ago

“Why do your customer service team not deal with complaints I have asked on 4 occasions for my complaint to be escalated and they avoid answering and send me a standard non relevant reply 😡”

Posted 1 year ago

“2 weeks later and my order still hasn’t shown up”

Posted 1 year ago

“I bought Items on 29 june and one of them (Puma shoes) was not comfortable and not sized, so I return it back and they refused to reimburse me. Now I am asking them ro return my item and they are not responding. I have no contact to call and no one replying the emails. I got scammed by sending back my item. Dont buy from them it's a fraud. Demand number : 10301116149577”

Posted 1 year ago

“Not received items ordered weeks ago. they were a birthday present. Really difficult to contact Zalando. When I got a reply it said they had been delivered on 6 /04/2022 and then this morning they say they've been delivered today been in all morning they haven't been delivered. Will not be shopping with you again as I dont have the time to chase items that haven't arrived!!”

Posted 2 years ago

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Zalando is rated 2.3 based on 108 reviews