Zalando Lounge Reviews 991

I have been using Zalando Lounge for more than 6 years. However, lately they are sending items that are damaged or in wrong size, and if you report it you get a generic answer: we are sorry, there is nothing we can do. There is no accountability for their errors, while customers spend a lot of time ordering, waiting and then returning the product. On top of this, Customer Service replies in Dutch, even though you write reviews in English or German. Stay away from Zalando Lounge.

I placed two separate orders and paid shipping twice (5.75 € each), expecting two separate deliveries.

Instead, Zalando Lounge merged both orders into a single package but still charged shipping twice.

Customer service claims shipping costs include “processing and logistics”, which makes no sense when both orders are sent together in one parcel.

If orders are going to be merged anyway, charging shipping twice is misleading.

Customer support refused any refund. Very disappointing experience.

I placed an order through Klara. I sent it back. My account shows the item was returned, but Klara hasn't received the money. I called, and they said they refunded the money. But Klara still wants my money. I've reported it to Klara several times and called Zalando Lounge, but the money is still due for the returned item. That was my last purchase from this store. This has been going on for four months now, and they can't resolve the matter.

I am extremely disappointed with this experience.

I did not order heavy furniture, a sofa, or any custom-made product. I ordered basic clothing and shoes. Despite that, my order has been sitting for over 15 days without even being shipped, and there is still no concrete update.

Customer support explained that orders are only forwarded to suppliers after a campaign ends, in order to reduce logistics and storage costs. That might benefit the company internally, but it is completely unacceptable from a customer’s perspective. Delaying individual orders until enough volume is reached is not “efficient” — it is simply poor service.

Waiting weeks for a pair of shoes because a supplier hasn’t been triggered yet is absurd. I have honestly never experienced something this unprofessional from a company of this size. This kind of process might be understandable for furniture — but for basic fashion items, it is a failure.

There is still no clear delivery date, no proactive communication, and no sense of urgency. If this is how Zalando operates, customers should be warned in advance.

Very disappointing. I would not recommend this experience to anyone.

I tried Zalando Lounge multiple times for more than 2,3 years, and generally I'm very satisfied. Good promotions, and I don't remember that I got my items delivered with delays.
Easy process and easy website to use. I also returned some items easily, and once had a refund as the item got damaged very fast.

So I'll still use it.

I ordered from zalando lounge from 10 days and has not delivered yet as i orderded on 18th November and it was showing to deliver by 22 November but still i have not recieved it

I placed an order on Zalando lounge and one of the items arrived damaged. It was unlikely to be DHL’s fault because the box arrived undamaged, so most likely it was Zalando not doing their due diligence when fulfilling my order.

I needed that item so I reached out to Zalando for a free shipping voucher so I could order a replacement. However upon promising me a shipping cost reimbursement on the replacement order if placed within the next 3 days, they decided to take back their previous promise, after I ordered a replacement and reached out again for a shipping cost refund. The length you’d go to chase away a customer of almost 10 years over 5 euros is astonishing 😅

Zalando knows what it does when it sells certain products. My frying pan (and not a cheap one for that matter) broke just after the two years warranty that they are (supposedly) giving (is not stated anywhere). And no, it was not second hand.
They of course don't care, but they lost a client and some of my acquaintances are also warned!
Ready to take your money, gaslighting afterwards! Spend your money elsewhere.

What a awful customer service experience. I had returned an item and the seller did not receive it. So first I had to send to Zalando a sort of a confirmation saying that I have returned it giving the tracking number and some other details. Then I have received an email asking to fill in a document with a lot of ridiculous details about the return and asked for the return receipt. I did and then got a reply saying that the return receipt cannot be accepted. It was a digital receipt since I had left the parcel in a postal box and of course you get a digital receipt, boxes don’t issue paper tickets. Anyways 24 hours and about 10 emails later they said that it doesn’t matter if I have the receipt or not, I just had to change the document I had filled in saying that I didn’t have a receipt . The whole procedure seems old, useless and cumbersome and the level if the customer service is so low . I wonder if they are people or bots. There seems to be no brain activity there.

Very bad service, it's more then once the package is missing my items. Such a crap customer service, when sending complaint they always ask for filling the form and your signature and fast send that the item was sent. They don't check anything, they don't listen, they don't help even bring a regular customer of theirs, there is no service at all.

Already lost so much euro because of missing articles
Cannot be trusted

STAY AWAY!! I ordered two T-shirts and I was told the delivery time from 23.06-26.06. However, it is now 29.06 and I still didn’t receive my order. When I told them about the situation all they had to say was “sorry” and “cancel it and get your refund back”. And when I asked about I ordered those T-shirts for holiday and now I couldn’t get them which I have to pay more money for the new T-shirts from the actual shop. The answer was again “cancel it and get your refund back”. Stay away from this company honestly. I am now ordering via Bestsecret and Breuninger and their service is much better and they never cheat on their customers. I wish I could add the pictures of their emails as none of their customer service speaks German. Most of them from Arabic countries outside Germany.

Very bad service. They operate like criminals together with thier shipping company. They lied that the order was delivered. I asked for proof they couldn't provide, the suddenly they acknowledged order not delivered and promised to refund. I'm still waiting.

Good deals and service

It's a scam!!! I ordered a ring. after receiving the product, I immediately saw that the ring was not the one I ordered, so I immediately returned it. I was contacted by customer service and they say that I changed the rings myself, because the ones I received are not even available in the market. do not want to return the money. cheaters

I absolutely love this app. Great customer service, easy process and returns. I have been using it for the past 2 years and I have nothing to complain about.
One can call or send an email and receive information super fast.
Super products also.

Expected delivery time is never respected. Sometimes you wait for your order for 2 weeks

I have been a regular customer for many years and have often found that I get some great deals for the brands I like. The goods are as described and I seldom need to make a return, but if I do, this has been fine. A few orders have been lost in transit, but this has been more down to the cheap and nasty courier they opt to use in the UK, Evri. My only real issue with ZL was when I ordered a pair of sunglasses a few years ago; I received a sunglasses case only. The value of the item was only £35.00, yet at first ZL couldn’t comprehend that their warehouse packer could have stolen the sunglasses, doubting my query, despite the thousands and thousands of pounds I spend with them. They refunded me in the end, but it left a very sour taste in my mouth, hence the loss of a star.

I ordered something and the carrier falied to deliver. No one from Zalando is helping and provide refund. Leagally in Germany, the seller should provide refund. I try to contact them many times but no response.

Never received my refund. Customer service only asks me to contact my bank which I did several times. They are refusing to start an enquiry from their side. No refund confirmation has been ever made. The customer service is so terrible. No complaint management either. Refrain from ordering here

What a joke! I've ordered 3 times in the past month. They charge for packaging and yet they use paper bags for everything even shoes in boxes so as you can imagine the bags get ripped and damaged in shipping. They also overfill bags. The first order I made they included a skirt which was the wrong size. The next order was all correct items however the packaging was damaged. My final order was missing one item and yet they fail to refund it. They say it's DHL's problem and I need a damage report however at this point it's clear the package was full and no further items would have fit so they just didn't include it. It seems really badly managed. Stick to the normal zalando and don't waste your money here. I am filled with regret.