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Zalando SE Reviews

3.2 Rating 200 Reviews

57 %

of reviewers recommend Zalando SE

Company Reviews

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

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

“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!!!!!”

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!”

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!”

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?”

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.”

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.”

Posted 4 years ago

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

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.”

Posted 4 years ago

“This website is a scam. They sent an article later than advised and they denied they gave wrong information. They are liars. The Customer service is incredibly rude. When I told them I would disclose this info on social media they answered "Ok bye". This dodgy company deserves to go bankrupt, They do not have any idea of what professionalism is”

Posted 4 years ago

“I am ordering from Zalando for years now, it was my favourite site, but they lost one consumer. I was ordering from Netherlands and Italy. Lately every order I have problems. My order from 3 weeks ago still did not came and there is no answer when I can expect it, and now two news order did not go through so I have to waste my time going to bank account and do it. Also, for one of the order I did not get the notification that the payment did not go through... I do not know what id going on with Zalando.it but I will not order from them anymore... I suggest you to avoid them.”

Posted 4 years ago

“Not refunding money after 2 months they have received the package back.”

Posted 4 years ago

“Awful. Supposedly I signed for a delivery that never arrived at my office (where a concierge man's the front desk 24/7). Even though Hermes' parcel tracking says that the delivery attempt failed, Zalando refuse to to refund me although the delivery is already more than a week overdue. Their customer support keep on saying they'll get back to me, but after ten days of chasing I still haven't heard from them. Probably the worst online experience I've ever had.”

Posted 4 years ago

“Returns department failed!!! Returns department failed!!!! Unprofessional team, they lost my return, refund not been issued for 4 weeks. I sent emails, they asked to fill our a form. Day after they didn't like me writing a comment on the form and asked for refill. After filling form as requested apparently I haven't written codes of there items. Clearly stated my order number, which list all items ordered. After 4 weeks, especially towards Christmas I want my money back! Tried to leave a negative review on there website - page wasn't available to leave a review - GREAT SETTING!”

Posted 4 years ago

“Never use Zalando! They have never returned money for the returned item and I have been trying to solve it with their Customer Support for 2 months. Zalando was lying to me that money was sent but my bank never received them. Moreover, they could not even send me the confirmation of payments saying that "Unfortunately, we are not able to provide any official document with confirmation of payment." Which does make it very suspicious!. They do not even try to understand the customer when such problems happen. I wish Zalando would have better Customer Service.”

Posted 4 years ago

“I order from Zalando at least twice each month, but this time is the last. I ordered a pair of shoes which they shipped with UPS via Adidas. for some reasons they where not able to explain the delivery address UPS recieved was not complete (Zalando's fault) I called two weeks ago asking where my shoes where and they told me I have to contat UPS... Wait, I ordedred via Zalando! and second I was not notified by anyone about the missing address. According to "customer service" I had to find this out myself...A JOKE! I called again today, and they never nmotified UPS, so now the shippment is going back to the storage... I am aware of the massive problems Zalando is facing, and the poor customer service they have, but this is the last time I will use them. Ciao”

Posted 4 years ago

“In more than one case, they failed to return the money back for refunds. They claim to have returned the money, but it didn’t arrive, and they could not provide any proof that they deposited the money in my account. They promised to provide an ARN number, but never fulfilled their promise and stopped responding to my emails! I’m toltally disappointed in Zalando Sweden!”

Posted 4 years ago

“I returned a product, and i never got my money back. They are not even responding to my emails. This is theft!”

Posted 4 years ago

“on my order box there were two names, and in the shop they demanded both to be there, zalando tolled me they will look in to it and now I have to wait for a few weeks to see if I can get my order. never again”

Posted 4 years ago

“Don't do it. You'll regret it if you need to return. No exchanges in 2019, a joke. Time consuming returns.”

Posted 4 years ago

“Made a return, got an email confirmation that my return had been received but never got my money back. When I called in to Zalando tell them this, they said I need to send a stamped confirmation from by bank that the return had not been received on my account. Called the bank and they said they charge 20 EU for such. Ultimately had to pay 20 EU for Zalando's misstake. Very messy, unprofessional, time-consuming and costly return system... This is not a serious company, shame on you.”

Posted 4 years ago

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Zalando SE is rated 3.2 based on 200 reviews