Zalando SE Reviews

Name: Zalando SE
Rating: 3.14

3.1 Rating 206 Reviews

55 %

of reviewers recommend Zalando SE

Company Reviews

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Metrics

3.1

Based on 206 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 37%
Accurate And Undamaged Orders	Greater than 89%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Zalando SE 1 star review on 13th June 2024

Aleksandra

Zalando SE 1 star review on 3rd January 2024

Zalando SE 5 star review on 6th January 2021

Suzana Hong Roque

Anonymous

Anonymous // 01/01/2019

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“After years of buying with them, I finished my contract with them with a huge disappointment They handeled a devolution wrong, and they charged me one item that I returned + charges of the reminders Both charges are illicit, they are not applicable Very bad customer orientation with no flexibility at all”

Helpful Report

Posted 2 months ago

“1. I have been ordering from zalando for last 3 years. Since 2023 mid, the orders are returned before delivering to me. Reason for the return: They could not locate the delivery address. 2. It is the same delivery address where I have received the orders from Zalando. And if it comes to delivery partner (DHL at times), they are delivering orders from Amazon and other online websites to this address. 3. When contacting the customer service, they do not provide the right solutions. They are asking me to change/update my address. But when enquiring, what is wrong with the address, they do not have any answer. Also, they do not even raise an incident to process the issue further. 4. They do not answer to emails as well. I could only say a few words for Zalando and their customer service: Pathetic, worse, lousy, disastrous service.”

Helpful Report

Posted 5 months ago

“I order a lot of stuff online and most of it is from zalando. Never had any issues until couple of months ago when I returned some items in separate parcels. 1 return contained 4 pairs of shoes and zalando returned me money for 3 pairs only. They claimed the 4th pair wasn’t in the box and there is nothing they can do about it… A week later same situation had happened, a pair of Levi’s jeans wasn’t refunded to me. Zalando claimed I sent them an empty parcel. So that is already 250€ gone and nothing I can do about it as zalando is blaming the post office. 2 weeks ago I returned two pairs of Birkenstock slippers, each worth 130€ and zalando only gave me a refund for one of them claiming I returned only 1 pair and not 2. It had happened 3 times in less than 3 months…. I doubt the post office is at fault as zalando likes to claim it… as I never had this type of issue with other companies. Big fraud! And their customer service doesn’t want to help at all…”

Helpful Report

Posted 5 months ago

“Please, this company has liars and scammers in customer service. Save nerves, time and money and buy at amazon. This company is an ugly ugly joke.”

Helpful Report

Posted 6 months ago

“Orders Sent payment nothing was delivered, they said it had been absolutely terrible customer service I have waited over 3 months. Maybe they Sent but their delivery contractors are thieving or they just haven't sent”

Helpful Report

Posted 6 months ago

“Firstly was able to use PayPal then all of a sudden this option was not available so contacted them to ask why but they said it wasn’t anything to do with them, so thinking about it now, it just makes it easier for them to scam you as when you have PayPal then at least they will hold back payment until issue is resolved and now have to contact them just to get money back. Customer service is just appalling when you do manage to get in contact with them and that in itself is a feat! Will not be shopping with them from now on.”

Helpful Report

Posted 7 months ago

“Delivery times are not at all what is promised when you are ordering. It would be fairer not to promise delivery in 1-3 days when its actually more than one week.”

Helpful Report

Posted 9 months ago

“I spoke with support, they did not deliver the goods they promised to deliver on time. The operator always closes the chat himself after his answer. Worst experience ever. They don't even try to correct their mistakes”

Helpful Report

Posted 11 months ago

“I used to be an avid Zalando fan, with multiple purchase per month. Lately orders started to go lost, and the customer service is just repeating textbook lines. I had to wait over 3 weeks to get refunded for an order I never received. The same thing happened to me again, and as I demanded to be refunded immediately this time, the customer support kept repeating the same lines until they just hang me off from the chat. I am not sure what is going on with Zalando, but it isn’t good.”

Helpful Report

Posted 11 months ago

“Zando lahs the worst online experience and terrible customer service. The items may be good and cheap, but the website is so hard to use and directs you incorrectly. It is impossible to undo a choice, for example (I chose home delivery but didn't realize there was an extra charge, so I tried to change it back to standard delivery, but it was impossible, even after I cancelled the order and made a new one). Also, it says you can cancell and order, but when you click on the bekreft (confirm) button, nothing happens, so it is actually impossible to cancel an order, even right after you make it. You can't change an order even right after you make it either. (I ordered the wrong sock size and just wanted to change that.) The website says you can do all these things, but you simply can't (it gives you directions that are incorrect and lead nowhere. So frustrated! I will never use this company again, even though the prices are quite good.”

Helpful Report

Posted 11 months ago

“I've had enough. I've been trying to return items worth 400 euros, but every scheduled pickup turns out to be a complete scam. Blocking my number and ignoring emails won't make this go away. You've taken my money, and it's time to fix this. I demand a resolution NOW. 🚫 DON'T BUY FROM THERE AND BE CAREFUL, everyone needs to know about this!”

Helpful Report

Posted 1 year ago

“For the third time in a row, my goods have not been delivered. The post office says Zalando is giving the wrong address. I've written to support for the sixth time, but they haven't solved the problem. Every time they tell me to place a new order if I want to receive the goods. But every time the delivery error is repeated. I will try other sites, they are not customer-oriented at all.”

Helpful Report

Posted 1 year ago

“I bought jeans and after 3 days the price dropped by around 10 Euro so I talked with them to change the invoice to the current price. However, they told me that we can't do this but you if you return the one that you have to us and order a new one so you get it cheaper. Still, I couldn't understand what is the point of this loop if in the end I will get it cheaper just change the invoice and we are done, really brainless employees!”

Helpful Report

Posted 1 year ago

“Läs alla recensioner innan du handlar från dem! Skaffa ingen presentkort heller om du vill köpa ngt annat än skor och kläder! Sämsta kundservice, ingen vet ingenting, om en får svar på mejlet så handlar det om helt annat än det som efterfrågats.”

Helpful Report

Posted 1 year ago

“Test Test Test Test”

Helpful Report

Posted 1 year ago

“Celeritas y Zalando sin servicio. Celeritas viene, si no estas en casa te llama cuando el repartidor ya esta fuera de la zona (eso es lo que dice sin saber nunca si ha venido de verdad!) no existe organización para la entrega, es solo una oportunidad! y cuando en la web le dices a Celeritas de cambiar el dia de entrega, ya ha devuelto el paquete... Servicio? no existe! quien sabe desde donde llamaran los repartidores para cubrir el expediente. Celeritas y Zalando no cumpliis con lo ofertado!!!”

Helpful Report

Posted 1 year ago

“Skickar påminnelsefakturor utan att skicka ursprungliga fakturor och kräver 120 kr påminnelseavgift. Skurkaktigt”

Helpful Report

Posted 1 year ago

“I returned my item back in November and still waiting for my refund and anytime a email all I get is there is delays. Can't contact them as there is no contact number so definitely will not be ordering from them again.”

Helpful Report

Posted 1 year ago

“Every time you pay they allowed to pay first”

Helpful Report

Posted 2 years ago

“My order number is 11410043963912. After paid and waited for 2 weeks, I found the order statue changed to be returned. But I never got my package. I dont know where is my package and why it showed to be returned. I did not get my money back and did not get my package. I event dont know how I can contact with Zalando. There is not message for leaving place about the order, there is no phone number to contact with. I am in Spain. Still I am checking my package after two weeks.”

Helpful Report

Posted 2 years ago

Zalando SE is rated 3.1 based on 206 reviews