Zalando SE Reviews

Name: Zalando SE
Rating: 3.21

3.2 Rating 200 Reviews

57 %

of reviewers recommend Zalando SE

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Metrics

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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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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“Disappointing store cancelled my order without notification. Product was sold to someone else even order was placed.”

Helpful Report

Posted 3 years ago

“Your review counts! You reviewed www.zalando.co.uk Add photo Agnieszka Winkiewicz 1 review 2 stars: Poor Just now Still owed money 6 months after wrong item sent. I have used Zalando a few times before but it always takes a long time for everything to get done. My last order I got sent the wrong size and when I contacted them that i really wanted to have the item and it was on sale when i bought it they told me to just return it and that's it, i wasnt offered to be sent a replacement. The store which is one of the points where you can drop off the package couldn't take the package because their system wasnt working. Eventually i found a place where I could send the package back but i still haven't been returned the money owed me and it's been 6 months. I will definitely not use this website ever again.”

Helpful Report

Posted 3 years ago

“Compré dos pares de Jordans y no recibí ninguno. Uno quedó extraviado y otro lo devolvieron al almacén. Contacté con el soporte de zalando y me dijeron que volviese a pedir las zapatillas (imposible, están fuera de stock siempre) y me dieron un 10% de descuento, que es el mismo que te dan al suscribirte a su newsletter, un timo.”

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Posted 3 years ago

“Very poor . Parcels always going missing. Every time I send a returns I have to call customer services because an item has gone missing. It’s constant hustle. I agree we other Customer comments about Hermes stealing , but I think it must be a zalando problem too. I have cut down on the amount of ordering ( other people I know have stopped ordering from them ) , after today’s unhelpful phone call I will no longer purchase from this company”

Helpful Report

Posted 3 years ago

“Zalando and hermes are a bunch of fraudsters they will not hesitate to Ripe their customers of . hermes delivered my order missing two expensive items and Zalando took my money . Zalando told me they will contact hermes and ask them if they stole the items ! taking the marchandises the stole from peoples to the auction house . I believe that Zalando is hermes partner in crime . SHAME ON YOU ZALANDO and now zalando wouldn't take responsibility for it and wouldn't refund me BUT THE WORST THING IS THAT THE LAW IS PROTECTING THIS BIG THIEF'S EVERY BODY KNOWS HERMES IS STEALING PARCELS AND EVEN BBC MADE A SHOW ABOUT IT AND BBC WATCH DOG FOLLOW THEM TO THE AUCTION HOUSE SELLING PARCELS DISPATCHED 2 DAYS EARLIER . THE POLICE ARE AWARE THE GOVERNMENT ARE AWARE ZALANDO ARE AWARE SO MY CONCLUSIONS IS THAT THEY ARE ALL CRIMINALS AND RESPONSIBLE .”

Helpful Report

Posted 3 years ago

“I will never buy from them again because they work with the SEUR delivery company, the most amateur service ever.So long”

Helpful Report

Posted 3 years ago

“No refund after having an email saying they had received the return that Hermes lost I would get my refund in 2-3 days 9 days later still no refund A month they have had my money Scam site”

Helpful Report

Posted 3 years ago

“I buy from estee lauder. It was double wear foundation. I recuieve complete wrong color to realize they website is no good!!!!!!! I ask to return and no response!!!!!!!! It is no easy to find product on this website!!! Never buy from this website!!!! No good!!!!!”

Helpful Report

Posted 3 years ago

“Serious business !”

Helpful Report

Posted 3 years ago

“Have returned some items a month ago, still haven't received my money back. Customer support say they have tried to make a return 2 times already, but "it didn't work". No reasoning, no help. Only told that they'll try again and I need to wait for another 2 weeks, and it doesn't work again, they "will see what they can do". Awful experience!”

Helpful Report

Posted 3 years ago

“Appalling company. They received returned item but have not returned the money. For me that's theft! I have been e-mailing them since 27/05/20 (today is 14/06/20) and have not even received an acknowledgement. I sent them 8 e-mails and nothing. I have also copied in CEOs: Rubin Ritter, Robert Gentz, David Schneider and NOTHING. They are all thieves and the fact that the CEOs can't care less about their customers says everything you need to know about the culture in this company. DO NOT BUY ON ZALANDO!”

Helpful Report

Posted 3 years ago

“I never received my parcel from Hermes, and I contacted zalando customer service and they told me there is nothing they can do about it. It’s very shocking that this company just took the money and left the customer without the product? Is it even legal?”

Helpful Report

Posted 3 years ago

“I got my item in 6 working days and return label was inside my box, which is really helpful if you can't print them yourself. Didn't need to return item coz I liked it. All together happy with my purchase.”

Helpful Report

Posted 3 years ago

“Very very disappointed with my experience with Zalando. I purchased £120 worth of clothing items, around 10 items. The order was made on the 2nd May. It's now the 12th of May and there has been zero notifications of the order whatsoever. After having to call up and also call Hermes it seems the package was sent back to Zalando (saying that I had canceled the item and sent back). I did not cancel the order whatsoever. Zalando customer service seemed to be pretty disinterested and now I have to wait for roughly 5 days for a refund. So, a complete waste of time! In all, I have have wasted 17 days, no clothes, pathetic service. I'd recommend to shop elsewhere.”

Helpful Report

Posted 3 years ago

“It's been 3 weeks now since I ordered from zalando. Hermes falsely recorded on two occasions that the item was out for delivery. I am still waiting waiting for the item after it went out for delivery on the third occasion (30/04/2020). All attempts to get a refund from zalando have proved futile. They have asked that I contact hermes who have made it impossible to speak to a human. The Tracking number provided by zalando is not recognised but they won't make any effort to rectify it. Really disappointed in zalando and won't be using them again.”

Helpful Report

Posted 3 years ago

“Website was easy to order off and it came within 5-6 days no problems would recommend.”

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Posted 4 years ago

“Wow, what a great company! First time using them and the delivery was so speedy. Great product. Great recycled packaging. Very happy customer. Thankyou.”

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Posted 4 years ago

“The website has very good prices, good quality and the sale and after-sales service is the best of all online clothing stores. 100 days of return, shipping and return very fast and free, the sticker comes in the same package and they always comply with the guarantee of the products offering the best solution for the customer if you have any problem.”

Helpful Report

Posted 4 years ago

“Complete scam. No one in customer service responds. DO NOT USE THEM”

Helpful Report

Posted 4 years ago

“Never had issues in the past but since 2-3 months ago they have lost 3 parcels in a month. Hermes simply lost them somehow... so I tried to get my last parcel sent to my office instead. Hermes confirmed delivery attaching a picture of the reception...but it wasn’t the reception of my office!Hermes doesn’t have a number for people to call and Zalando doesn’t have their number either. They sent me a form to fill in to get a refund for the lost items - total waste of time and absolutely ridiculous process (it could have been sorted with a call to the courier). They certainly lost a customer today.”

Helpful Report

Posted 4 years ago

Zalando SE is rated 3.2 based on 200 reviews