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

“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

“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 had enough. I've been trying to return items worth 400 euros, but every scheduled pickup turns out to be a complete scam. Blocking my number and ignoring emails won't make this go away. You've taken my money, and it's time to fix this. I demand a resolution NOW. 🚫 DON'T BUY FROM THERE AND BE CAREFUL, everyone needs to know about this!”

Posted 4 months 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 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

“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

“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

“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

“Poor service, not giving refunds promised! Order no 10504008677136”

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

“Zando lahs the worst online experience and terrible customer service. The items may be good and cheap, but the website is so hard to use and directs you incorrectly. It is impossible to undo a choice, for example (I chose home delivery but didn't realize there was an extra charge, so I tried to change it back to standard delivery, but it was impossible, even after I cancelled the order and made a new one). Also, it says you can cancell and order, but when you click on the bekreft (confirm) button, nothing happens, so it is actually impossible to cancel an order, even right after you make it. You can't change an order even right after you make it either. (I ordered the wrong sock size and just wanted to change that.) The website says you can do all these things, but you simply can't (it gives you directions that are incorrect and lead nowhere. So frustrated! I will never use this company again, even though the prices are quite good.”

Posted 4 months ago

“Not sure which country you all are talking about in your reviews, it would be helpful to know, but Zalando in Sweden is really good. I have ordered multiple times and generally never a problem. Once during Covid I had multiple orders in one box and there was some confusion as to which payments went to which order, but the customer service resolved it quickly.”

Posted 2 years ago

“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.”

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.”

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

“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

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Zalando SE is rated 3.2 based on 200 reviews