Zalando SE Reviews

3.2 Rating 200 Reviews
57 %
of reviewers recommend Zalando SE
3.2
Based on 200 reviews
Shipping & Delivery
Delivery Methods
Courier, Postal Service
Average Delivery Time
Over A Month
On-time Delivery
Greater than 36%
Accurate And Undamaged Orders
Greater than 88%
Customer Service
Communication Channels
Email, Telephone, Live Chat
Queries Resolved In
Under An Hour
Returns & Refunds
Refunds Process
Difficult
Returns Process
Could Be Better
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Make sure you check so that you have gotten your refund. They kept my money in for 1 year and then had an attitude about it once they had to pay it out. They also tried to keep my money hostage through threats. (customer service staff) According to Swedish law, you should also be informed as a customer that you have the right to get your money back within 14 days of returning your purchase, if they fail to return your money you have the right to add interest, which of today is 8% from the National Bank. You should also be informed that after 1 year of a retailer holding in your money, they are considered a bank, which Zalando is not. If a company does not have a bank-license in Sweden, they are not allowed to operate as one, this is illegal, and you can and should report them for this. This company is located in Germany, so make sure you involve the right institute, we have those in Sweden. Companies who break Swedish laws will have their agreements reviewed and in some cases have to pay fines or have their agreements revoked. Regardless if you know if you have gotten your money back or not, it's their job to keep track of refunds, not yours. They are definitely not allowed to hold your money in for any reason, regardless of the reason they come up with. This is also breaking the law, and you can report them for this as well. I also have to add, that some customer service staff are not only incredibly incompetent in the way they interact and ignore big parts of a simple conversation, they also try to punish customers on purpose. Instead of one person actually reading the information and handling your case, you´ll end up getting a new employee each time who is half-reading and going around the problem just to close an email. I also have to add, that they add reminder fees on bills that are already paid, this is another problem, and now that I´m reviewing it, it looks like another form of attempt to punish customers for knowing their rights. I would not have these people as my staff members unless I wanted my company to go under.
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Posted 2 years ago
Germany. Out of three items I received 2 and one is missing, it’s Versace chain for 350€ I just received it’s Versace packaging with the tag in it, and chain is missing. Now i reported everything and signed a document and now they are investigating, hopefully this turns out the right way, otherwise I’m taking it further to the police because I’m not paying for something that I don’t have in my hands.
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Posted 2 years ago
Categories Blog Rory IE My Reviews My Settings Help LOG OUT For businesses Review of Zalando Rory 2 reviews 1 star: Bad 3 minutes ago Abysmal Service My wife purchased a shirt from this website and the incorrect Shirt arrived. We returned the shirt and the representative gave us a discount code as a gesture of goodwill and to encourage us to purchase the shirt again. We did so and low and behold,the exact same incorrect shirt arrived in!I rang two representatives today and the lack of apology, empathy and general "couldn't care less attitude " was clearly evident. I was told to return to shirt once again in order to get the second refund and the issue may be a description issue online regarding the shirt rather than a warehouse issue. I told them I dont see why I should be inconvenienced again to return the shirt due to their incompetence but it fell on deaf ears. No compensation, no apology and when I told them I was extremely annoyed and will not be purchasing from them again, they didn't seem to care! I even told them I'd write a scathing review(which wouldnt be like me but I was just so angered by their ambivalent attitude) and no reaction from both representatives I spoke to!Hence this reveiw..Disgraceful customer service and I will tell all family and friends of this unpleasant experience.
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Posted 2 years ago
The single worst customer service experience I have ever suffered through, placed an order to the wrong address rang up a day later and was told it was cancelled and I would be refunded in two days, after the two days I saw my order didn't update so I rang in again only to be told the order had been delivered and my refund would be held to ransom unless I fill in legal forms after having multiple agents be disgustingly rude to me and having had 80 calls hung up on trying to resolve this issue
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Posted 2 years ago
I bought a chain for £75 which wouldn't fit round my wrist never mind my neck. I returned it to zalando using royal mail tracked and signed for delivery. The refund never updated so I contacted zalando several times to which they said they had not received it and so there was nothing they could do. I have contacted royal mail who provided the proof but that isnt good enought for Zalando so I am £75 out of pocket. I will never use them again.
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Posted 2 years ago
Late delivery 🤔My order took one week before arrival, I ordered on 9th May and it got delivered on 16th May.. meanwhile the delivery date was supposed to be between 11th-14th May..
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Posted 2 years ago
Late deliveries, poor customer service, late refunds, missing delivery update
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Posted 2 years ago
I returned two items in one packet but they only confirmed one item recived and send me email they will refund am confused about it and i sent them an email but no response at all i really feel cheated and I just lost my money for nothing I feel like crying right now
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Posted 2 years ago
Worst customer experience ever! I order 3 items and non arrived. So I had to complain to the shipping company, who still didn't send me a refund. Then I ordered again, and still noting arrived, even if the app says so. So I wasted my money and time for nothing and customer service cannot help. Worst experience ever, I even paid for Zalando+, that just is worthless. Don't order from them!
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Posted 3 years ago
I ordered a DIESEL jersey as a present for my bf for saint valentines. So we have received the same black jersey, but ooooops. It was used! Smelling a detergent. And was by PULL&BEAR but with a diesel label on it. After returning it and explaining the case I was told by Zalando team that it was us who sent them the used item of a brand they don’t work with. I suggested that maybe it was some inner mistake and someone from their stuff changed the items on purpose. But Zalando told me that they trust their stuff. Lol. Never ever ordering again from you, u are trash.
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Posted 3 years ago
Zalando is a scam! First they claimed that they have received the items I returned but there was something wrong with my bank details and I have to send them again. Which I did and after some amount of time of not getting the refund I decided to contact them again. Then they claimed that they’ve never received the items and I have to fill some legal form so they can start investigation. After I provided all the documents, including confirmation from Zalando and the carrier company proving that they actually received the items they replied with an email that the refund has been made on the same day. Of course there was no refund. They keep trying to find some excuse why they don’t refund clients. It’s a joke.
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Posted 3 years ago
Cancelled my order after sending me a mail that it’s reaching in 1-2 days! Is this website some kind of sick joke ? M pregnant and and I ordered my maternity clothes from you! And there are no stores open so online is only option and oh wow what a great customer service!
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Posted 3 years ago
I am very glad to be able to buy so pretty clothes at Zalando with so affordable prices. Since I went up one size for a couple of years ago. I needed and still need to build up a new wardrobe and Zalando make i possible for me. Most of all what I most love about Zalando is that is extremely RELIABLE always credit my account on time concerning my returns. I can really recommend you to others even my son starts shopping at Zalando. Thank you Zalando
Zalando SE 5 star review on 6th January 2021
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Posted 3 years ago
I ordered 2 items from Zalando. After 5 minutes I saw on my Zalando account that one item was removed from my order, but they charged me for 2 items. (They don't even send me email what's going on!!!!) Still I waiting for my money back (now is 1 week) and nothing. Is not my fault they don't have on the stock what I ordered, they should send money right away. I not recommend!!!!!!!!!!
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Posted 3 years ago
I ordered two watches off zalando when I opened the package I processed to opened the boxes with the watches in them I was absolutely shocked to see that one of the watches was not there
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Posted 3 years ago
HEAR IS ABOUT WEEKS NOT DAYS Runnnnnnn of zalando ....so bed experience I order for a week some shoes for a GIFT and I call for explaining me what happened and nothing ... just I need to wait weeks more I think... I want to cancel the order but tell me is not possible now ...just when my package arrives I need to sanding back and my money will be returned in some weeks again.....HERE IS ABOUT WEEKS NOT DAYS ...
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Posted 3 years ago
I ordered 12 items from Zalando for Christmas on the 26th of Nov. Thy were sent out in two packages. On the 2nd of Dec I got an email saying 3 of the items where no longer available, whatever it's only 3 but still a bit disappointing. Then on the 8th of Dec I got an email saying all my other items that where in the larger parcel had been returned. I rang customer service and they told me they had an issue with there 3rd party logistics providers in Germany and it had been returned to their warehouse. I went and looked at my items and again another 5(so that's 8 in total) of the 12 we unavailable. I don't think these items where available from day one and their product inventory management system wasn't keeping up with demand and hence I was left in the lurch and they have this excuse regarding the 3rd party logistic provider lined up for the call center staff(what enterprise company in ebusiness cannot handle this in todays age). When I rang customer service today(8th Dec), I was told I could reorder again when stock was in and I had one parcel on the way with one t-shirt....what good is that to me, I ordered well in advance for Christmas and got this service, I've been buying online for years and have never had this happen, if I could give no stars I would. I reside in Ireland and will be plastering this all over social media and local radio as I reside in Cork. The girl in customer service Chloe(an American/Canadian) was dismissive, kept telling me well one's on the way and when I asked to be put through to her manager she said she couldn't do that. Zalando have a great selection of clothes that I would wear but after this experience I wouldn't recommend ordering large amounts from them in one go. I wouldn't order from them again(not that it matters). I worked in ecommerce and have actually targeted them from my previous company, Matt Blomley - Director Logistics Product & Strategy, Sönke Bullerdiek - Head of Business Development & Operations and Carsten Biel - Director Customer Care need to have a long look at the company and actually make some investments instead of being tight with their monies and stop building there own systems or move away from monoliths like SAP.
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Posted 3 years ago
Had ordered my shoes on 20th November was waiting till 7th December, as each calls to Customer service kip telling me to wait, today 7th Dec and i had to call again as no shoes, then they told me that my order have bin lost and they will refund me now, hahha waiting 3 weeks for a refund, omg what a service. This was my 1st time with Zalando and never again.
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Posted 3 years ago
Run Run Run Run Run Run, they are extorting innocent peoples money. Never had to leave a review, ever,but for Zalando, I decided to so just that. Zero star rating for all I care. My order came with 3 items missing, I was proactive and followed up with Zalando and here's what they had to say - We are sorry you had a few orders missing, unfortunately, this has nothing to do with us and we can issues refunds. Next step I'm taking them to the small claims court. PLEASE IF YOU VALUE YOUR TIME, MONEY STAY FAR AWAY FROM THESE CRIMINALS
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Posted 3 years ago
Terrible experience! I ordered during the cyberweek, had multiple items so they split it between two parcels. I was informed on 23/24th of november that my packages will arrive in 3-4 working days. I have called the customer support today and they mentioned they will get back to me. I got back an e-mail where they say that my BOTH PARCELS were lost and that they refunded me. If I want those items again I should re-order them. This is outrageous! Most of the items were on sale up to 75% during the cyberweek and now they request me to re-order everything full price. THIS IS A JOKE! I didn't accept this so I called customer support again and they offered me to get full price difference between the two orders, but guess what NOTHING is in stock anymore! Worst part is the fact that all the items were gifts for my friends and family! Very disappointed, I would never ever recommend ordering from Zalando! SUCH A SHAME!
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Posted 3 years ago
Zalando SE is rated 3.2 based on 200 reviews