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

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

“I spoke with support, they did not deliver the goods they promised to deliver on time. The operator always closes the chat himself after his answer. Worst experience ever. They don't even try to correct their mistakes”

Helpful Report

Posted 3 months ago

“I used to be an avid Zalando fan, with multiple purchase per month. Lately orders started to go lost, and the customer service is just repeating textbook lines. I had to wait over 3 weeks to get refunded for an order I never received. The same thing happened to me again, and as I demanded to be refunded immediately this time, the customer support kept repeating the same lines until they just hang me off from the chat. I am not sure what is going on with Zalando, but it isn’t good.”

Helpful Report

Posted 3 months 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.”

Helpful Report

Posted 4 months 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!”

Helpful Report

Posted 4 months ago

“For the third time in a row, my goods have not been delivered. The post office says Zalando is giving the wrong address. I've written to support for the sixth time, but they haven't solved the problem. Every time they tell me to place a new order if I want to receive the goods. But every time the delivery error is repeated. I will try other sites, they are not customer-oriented at all.”

Helpful Report

Posted 4 months ago

“I bought jeans and after 3 days the price dropped by around 10 Euro so I talked with them to change the invoice to the current price. However, they told me that we can't do this but you if you return the one that you have to us and order a new one so you get it cheaper. Still, I couldn't understand what is the point of this loop if in the end I will get it cheaper just change the invoice and we are done, really brainless employees!”

Helpful Report

Posted 5 months ago

“Läs alla recensioner innan du handlar från dem! Skaffa ingen presentkort heller om du vill köpa ngt annat än skor och kläder! Sämsta kundservice, ingen vet ingenting, om en får svar på mejlet så handlar det om helt annat än det som efterfrågats.”

Helpful Report

Posted 7 months ago

“Celeritas y Zalando sin servicio. Celeritas viene, si no estas en casa te llama cuando el repartidor ya esta fuera de la zona (eso es lo que dice sin saber nunca si ha venido de verdad!) no existe organización para la entrega, es solo una oportunidad! y cuando en la web le dices a Celeritas de cambiar el dia de entrega, ya ha devuelto el paquete... Servicio? no existe! quien sabe desde donde llamaran los repartidores para cubrir el expediente. Celeritas y Zalando no cumpliis con lo ofertado!!!”

Helpful Report

Posted 1 year ago

“Skickar påminnelsefakturor utan att skicka ursprungliga fakturor och kräver 120 kr påminnelseavgift. Skurkaktigt”

Helpful Report

Posted 1 year ago

“I returned my item back in November and still waiting for my refund and anytime a email all I get is there is delays. Can't contact them as there is no contact number so definitely will not be ordering from them again.”

Helpful Report

Posted 1 year ago

“Every time you pay they allowed to pay first”

Helpful Report

Posted 2 years ago

“My order number is 11410043963912. After paid and waited for 2 weeks, I found the order statue changed to be returned. But I never got my package. I dont know where is my package and why it showed to be returned. I did not get my money back and did not get my package. I event dont know how I can contact with Zalando. There is not message for leaving place about the order, there is no phone number to contact with. I am in Spain. Still I am checking my package after two weeks.”

Helpful Report

Posted 2 years ago

“Fir the second time I have now returned items and something will go missing from the return .”

Helpful Report

Posted 2 years ago

“I was waiting to receive my order, and today, I received an email saying that I had returned the parcel? How will I return something that I didn't receive? I contacted the chat of Zalando and I was informed that nothing could be done, once they received the return (the parcel that I didn't even received). Order number 18901001067896I.”

Helpful Report

Posted 2 years ago

“Ordered 2x pairs of “Orthopaedic “shoes on 17/ 1 / 2022 . Received numerous txts stating they had been shipped but unable to deliver due to Covid health restrictions.. ( checked site listed and found to be an unsecured site ) . Different contact numbers each time !!! Package arrived today !! Just the cheapest , nasty plastic “ “scandal’s “I’ve ever seen . Absolute rubbish .. no shoebox just thrown in a post bag .. and only I pair .. Still waiting the second pair to arrive .. then I will be requesting a complete refund for these disgraceful items . A complete scam !!!! DO NOT fall for this site . Will be putting in a Scam report .. !!!”

Helpful Report

Posted 2 years ago

“paying method”

Helpful Report

Posted 2 years ago

“Shoes were 3 weeks late. They came without a box, just in a bubble wrap bag. Shoes are plastic, not worth more than a $2 flip flop you would buy in a $2 shop. I paid $60 for this $2 product. Horrible, do not buy anything from this provider, they are a scam!!”

Helpful Report

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.”

Helpful Report

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.”

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Posted 2 years ago

“Categories Blog Rory IE My Reviews My Settings Help LOG OUT For businesses Review of Zalando Rory 2 reviews 1 star: Bad 3 minutes ago Abysmal Service My wife purchased a shirt from this website and the incorrect Shirt arrived. We returned the shirt and the representative gave us a discount code as a gesture of goodwill and to encourage us to purchase the shirt again. We did so and low and behold,the exact same incorrect shirt arrived in!I rang two representatives today and the lack of apology, empathy and general "couldn't care less attitude " was clearly evident. I was told to return to shirt once again in order to get the second refund and the issue may be a description issue online regarding the shirt rather than a warehouse issue. I told them I dont see why I should be inconvenienced again to return the shirt due to their incompetence but it fell on deaf ears. No compensation, no apology and when I told them I was extremely annoyed and will not be purchasing from them again, they didn't seem to care! I even told them I'd write a scathing review(which wouldnt be like me but I was just so angered by their ambivalent attitude) and no reaction from both representatives I spoke to!Hence this reveiw..Disgraceful customer service and I will tell all family and friends of this unpleasant experience.”

Helpful Report

Posted 2 years ago

Zalando SE is rated 3.2 based on 200 reviews