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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

“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”

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.”

Posted 2 years ago

“Late deliveries, poor customer service, late refunds, missing delivery update”

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”

Posted 3 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!”

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.”

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.”

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!”

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!!!!!!!!!!”

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”

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 ...”

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.”

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.”

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”

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!”

Posted 3 years ago

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

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.”

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”

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 .”

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”

Posted 3 years ago

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Zalando SE is rated 3.2 based on 200 reviews