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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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The have good product line, good delivery and responsive customer service. However on most orders I have had issues with returns. All returned items are not refunded. It is a great inconvenience to be chasing the company, providing evidence and waiting for the refunds. I find this quite discouraging and unethical”

Posted 4 years ago

“I ORDERED A MENS PUMA SHOE. I GOT A WOMENS NIKE !!!! AND I PAID INTERNATIONAL SHIPPING AND CUSTOMS AND WHEN I SENT AN EMAIL TO COMPLAIN THEY OFFERED ME 15% OFF MY NEXT ORDER. SERIOUSLY. ZALANDO IS THE WORST WEBSITE !! THEY DONT CARE ABOUT CUSTOMER SERVICE. JUST USE ANOTHER WEBSITE JUST INCASE SOMETHING GOES WRONG YOU DONT GET SCREWED.”

Posted 4 years ago

“waited in over 3 months for returns to be collected.still not collected by Hermes.will never use again,very bad experience.”

Posted 4 years ago

“Teribble customer service. I bought a pair of boots from Tory Burch. I wore them only a few times but they look like I have been wearing them for years. The leather in front part is already damaged badly. When I call called the customer service they told me it is common wear and tear!!!! The guy on the phone was very impolite as well. I should mention that I have been their customer for years but it was the first time I contacted their customer service for help and it was dissapointing.”

Posted 5 years ago

“I just bought a pair of Versace jeans sneakers from zalandoo and the sneakers I received are NOT GENUINE. It is a cheap interpretation that smells plastic and feels cheap. The day I received the item, the sneakers were by coincidence removed from their site and my ordered items. So I cannot refer to the product on the complaining service. Has anyone experienced the same?”

Posted 5 years ago

“I've been a loyal customer for years but suddenly, I can't pay them directly, I have to go into my bank and send them money. Takes about a week for it to reach them. Their customer service have no answer to why they suddenly made my customer experience so much worse and redundant other than that it's just going to be like this for me now. I'd much rather shop from ASOS or some other place that isn't going to worsen my experience significantly without any reason whatsoever!”

Posted 5 years ago

“DO NOT USE Disgusting service From Zalando, paid for items twice, canceled orders without any explanation, promised to priCe match and offer discount, beggars belief cancelled again, NO EXPLANATION”

Posted 5 years ago

“Love it!!! Fast shipping, easy returns, competent customer service, and a great selection for tall women ❤️ J’adore Zalando, my only wish is that the app was available in Germany.”

Posted 5 years ago

“موقع متميز سرعة في الشحن والتوصيل وماركات ممميزة مصداقية وثقة”

Posted 5 years ago

“steeds correcte leveringen, snel en goed - prijzen en kwaliteit van de goederen zoals beschreven op de site(s) - bij een probleem omtrent een levering wordt dit correct en keurig afgehandeld”

Posted 5 years ago

“Zalando used to be a decent place to shop HOWEVER their service has become beyond AWFUL. I placed on order, waited an entire month and i had to email for them to tell me it was lost so i received a refund and they compensated me with 20% off. I understand this happens sometimes so i accepted the refund and the 20% off and placed another order using the 20% off and also another order after that. I WAITED OVER A MONTH, tried phoning twice, sent two emails and there was no response!!! I had to contact them via twitter for them to even acknowledge me, which they then did saying that they ONCE AGAIN LOST BOTH OF MY PARCELS and that i will be refunded and next time i order i get express shipping. I told them that i just used my 20% off code on the order that was lost so would like it back so i can use it and they said they're unable to give it to me even though it was there fault I never received the parcel. I emailed again and asked how this is fair and they said they can't do anything but offer the express shipping. ABSOLUTELY RIDICULOUS. How can a company lose 3 parcels, ignore my emails and phonecalls, not communicate with me that my parcels have been lost and give compensation and then take it back ??? Atleast i was lucky enough to receive a refund unlike a lot of other people! AWFUL COMMUNICATION, AWFUL CUSTOMER SERVICE, AWFUL SHIPPING COURIER - save yourself the frustration and shop elsewhere.”

Posted 5 years ago

“I've been a customer of Zalando for many years, and never had any problems. They've always despatched and delivered my parcels on time, their communication is timely, their returns process is straightforward, and refund policy is very reasonable. So far, I've never had a hitch with returning goods. On top of it all, they stock a wide assortment of larger-sized ladies shoes that are actually attractive, not just either trainers, ballerina pumps or ugly slabs of stone like a number of other outlets.”

Posted 5 years ago

“Lost my order, This company sent out my order and has lost my parcel, they wont help me on the phone and won't give me my money back, this company are total scammer”

Posted 5 years ago

“Ordered a girls pink adidas hoodie in size 8-9yrs old. When I ordered it the item were in stock(6th Dec 08) Then I had email from zalando telling me that there is a delay in delivery. Finally got the delivery and when I opened the plastic bag there was never the item I ordered in it, instead they sent me a pack of 3 mens trunks. How can they possibly mistake a pink hoodie to a boxed mens trunks??? I went back on the site and now that very hoodie I originally ordered has sold out(surprise surprise!) so I can't even re-order. It was for my daughter's Christmas present and she really was looking forward to get it. I emailed 3 times to zalando. 3 days later I still haven't heard from them. I had now sent the bloody trunks back hoping to get my money back at least but I'm not holding my breath as zalando service is seriously poor and I don't trust them one bit. Do not waste your time nor money!”

Posted 5 years ago

“Defective shoes I bought a pair of Zign mens boots last year for £120 .I really liked these boots and received many complements about them,and i was also asked by friends where i had purchased them,and i told them that they were from Zalando.To cut a long story short,I have worn these boots between 15-20 times in the time I have had them.Soon after I had worn them a couple of times,I noticed that the front of the left shoe had some damage to it.The midsole appeared to be disintegrating.I thought that I must have tripped or caught my foot on something ,so I ignored it.A couple of months later,I wore the boots again,and this time the heel of the midsole had the same damage to it,which was very strange.I could not have tripped backwards.I tried to prevent any further damage by using superglue to fix the disintegrating sole.A few wears later,the exact same damage to the front and back of the right foot boot appeared.I have a second pair of a different design, of Zign boots bought from Zalando which are perfectly fine.I wear these much more than the defective pair of boots,with no problems at all.I contacted Zalando customer services and explained my problem with the boots.In short,I was told that had I not glued the boots,I MAY have received assistance from Zalando,but as this was not the case ,and I HAD tried to repair the defective boots,Zalando basically said they were not going to do anything about my issue.In short,beware of what you buy from Zalando as you may be throwing away good money.I have dozens of pairs of shoes,and NONE of them have ever had this problem of defective materials/craftmanship before.My review rating is correct apart from the fact they were not rude but they will simply not help with anything regarding my issue.”

Posted 5 years ago

“Ordered clothes, waited for 3 weeks. Shipment status still says its been sended but it is on the same place for 6 days already. I wrote to zalando support, didnt get any response. Today i see that my money for the clothes is back. Of course clothing ive ordered is not available in my size anymore. Was waiting for winter jacket whole time and now its -5°C and i need to look for another one and then wait for it again! I DO NOT RECOMMEND!”

Posted 5 years ago

“Very happy with the service that they provided, and a very quick delivery.”

Posted 5 years ago

“I have been a loyal customer of Zalando for 6 years, I made more than 80 orders and spent around 8000 SEK in last two years alone. Lately, after the mistake of Zalando partner, the system mistakenly registered the lack of payment from my side in August 2018, the problem was found out and corrected on August 20. However i was blacklisted anyway - I can no longer buy products using a credit- or debit card, paypal or invoice. The only option available is direct payment from the bank account. It takes an extra week to get the order and extra 2 weeks to get paid back for the returned items. I have been a very loyal customer, I always recommend Zalando to friends and colleagues. A lot of people dared to buy online for the first time when I explained to them how great Zalando was. I have trusted you. Now I feel betrayed and disappointed and started to buy from your competitors - the companies that trust my clean credit history, that I am proud of. There are very good shoes suppliers in Sweden, as well as clothes and accessories. It is very sad that you are not responsible for the mistakes of your supply chain and as a result blame - and lose - loyal customers. I would never recommend Zalando to anyone anymore.”

Posted 5 years ago

“They have everything they want and free shipping :)”

Posted 5 years ago

“Their service is very good”

Posted 5 years ago

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Zalando SE is rated 3.2 based on 200 reviews