Zalando Lounge Reviews 

I am extremely disappointed with this online shop. When I initially emailed them in Dutch, they responded promptly and seemed reliable. However, after calling their customer support in English and following up with four English emails, I have been completely ignored.

This feels like clear discrimination against English-speaking customers. Despite filing a police report and sharing PostNL's confirmation about the issue, they have refused to refund my money or even respond to my emails.

I would strongly advise others, especially English-speaking customers, to avoid this shop due to their discriminatory and unprofessional behavior.

BECARFULLL!, you will never receive your item.
I placed the same order twice. Both times they came up with an excuse that the package was lost and other times that the package was damaged.

' poorly served.only lies and excuses not to send package!

Very bad experience with my order!
I had issues with my product that get damaged not even one month of using!
When i contacted customer service they made me very complicated, and tell me to make some special complaint and fill some special form, this way of course people just give and don’t make further complaints as is difficult, so they don’t have to take any responsibility for bad quality!!!

Have been buying from zalando lounge multiple times over last 5 years. One good thing is their customer service - last year big order got lost (over 500 eur) and they refunded me l, which I was very happy about therefore kept purchasing thinking I’m getting amazing deals.
I’m a deal lover and love getting a good quality items for a discounted price. Have ordered sunglasses from ace and Tate but they were just weirdly cheaply made (doesn’t feel the same as in store), also ordered winter parka from rains which was discounted from 500 eur but again felt weirdly “too light and not warm enough” so shipped it all back. Some things I just cannot compare if the quality is in there. This time I have ordered 3 fitted bed sheets from the brand Kayori.25-30 eur each with the discount. The moment I open the bag quality is so terrible that it’s not even worth opening plastic bag.. I also remembered I have a pair of Kayori bed sheets which I purchased from Vinted, so actually have something to compare. And when you add them
Next to each other, I can tell you it’s a fake version of that brand 🤣 sheet is so badly made that it looks transparent even in a darker place. Will keep one piece because urgently needed a new sheet, but shipping others back, because bags are not even worth opening. Disappointed, don’t know if I ever try my luck again. Feels like you get what you pay for

Lead time of ordered items 13 days. Waiting such a long time is like back to 80s ordering from paper catallogue. No information about delivery delay within first 10 days, than from nowhere "we're finally here". Bad experience, next time A/Y which were never above 7 days.

Not only that you need to pay for delivery 5,75 EUR, but if you need to send back the item, you have to print out the label, instead of getting QR code, in the 21st century.

The refund was made for the wrong items. There were of course the correct items on the return label and in the package. I do not recommend

(Because I think people write reviews when things go wrong, I thought I'd give a benchmark of when things go well)
I've been using Zalando-Lounge for about 8 years, and they've always been great on the delivery side. This is the first time I returned something. It worked fine.

I ordered on 3/20, received on 3/22. Shoes were too tight, so returned them the same day. Zalando Lounge sent me e-mail confirmation that they got it on 3/26.
Now, the refund took longer, but it worked out.
I sent them a nudge e-mail on 4/3, got a response back from customer service a couple hours later saying it was in the system just wait a few days.
And then, i got the refund (PLUS SHIPPING, which I did not expect to get refunded!) on 4/6.
So all in all, this is a case where everything went smoothly. Kudos.

I ordered shoes, they sent them used ones, to resolve the situation they say you can send them back to us, my question is who will compensate me for the time spent waiting for these shoes and the ruined mood? if your workers do not want to work and check each package before sending

Last week, I placed two orders and both were abruptly cancelled after a couple of days. Unacceptable, especially during Sinterklaas week! The fact that it's a busy period with Black Friday is not an excuse. Every other website managed to deliver my orders on time, but your service failed miserably, wasting my time, energy, and money. I've uninstalled your app, and I will ensure everyone I know is warned about the incompetence of your service. This is beyond infuriating!

I never had any kind of trouble ,not even with returns .If you know how to pack your order nicely and put the label for the returns you wont have any trouble.I bought recently some sneakers that after 2 months were damaged and they answer me quickly and in few days I had my money back too after I sent the package.I will continue to buy from this site.

continued refunding issue with zalando lounge Netherland - If there is a possibility of giving negative score, I will do so without any hesitation

The refund for a confirmed returned parcel since end July 2023 is still missing by 19th of September. At least 4 different versions of stories are given by at least 10 customer service members. #1 saying it will be paid tomorrow, #2 saying it is up to me and my bank to prove I have not received it, they can not do more, #3 saying oh we confirmed it was paid but the bank rejected it so we will pay again, give me your bank account info again; #4 saying oh we check again, something called chargeback happened so it is definitely not with us, you and your bank need to prove you have not received it....... I'm not sure what kind of people I've been dealing with, they don't seem to know what they are saying, what they are doing. Till now I have requested to see payment proof, received none after more than 1 month. They think their words shall be taken granted but customers' words need to be stamped proven, is this arrogant, ignorant or discrimination to all customers, I don't know. It is ironic they call themselve customer SERVICE

Now, this is moved in hands with legal process, I will go as far as possible in this process with no doubt.

Added:
I still keep receiving Zalando Lounge emails and acting like they really want to resolve it but their solution is as usual for the customer and customer bank to self-justify to them that something is not existing. They don't need to take any responsibility to prove anything they said although their stories to date is version #6. They said it then that is it, take it or leave it, what an attitude!

I also keep receiving different financial terms used in conversation, chargeback, then cashback, nothing proven with any document. I'm not sure if the customer service representative understands the meaning of those words and the pre-condition to have them in place. But they loosely use it to shift the investigation responsibility to customers. As a finance profession myself, feel extremely uncomfortable of it, as they slander their customer for a chargeback that never took place, can you just slander people free of charge like this? Then they slander customer for a cashback, by which channel we agreed to this cashback form of payment? show it!

I'm equally uncomfortable with the basis missing from zalando that they don't seem to validate anything they got from finance bookkeepers, they said, then copy paste to customer, then the next day, forgot the term? Use a different term, doesn't matter! Do you take yourself as a fool or your customer as a fool?

The worst customer service ever.
My order did not check out, and they ask me number order... not even read the mail correctly! I have also a voucher of 20% I contacted them to inform and nicely ask for a solution. They tell me they can only give 15% and they gave me a voucher completely fake!!! Then I just lost time with this incidence. Incompetent service, not solution provide, only losing time, I FINALLY HAD TO CANCEL THE ORDER. Really disappointed and frustred. If you have a problem be sure they can not solve or they don't mind... really bad customer service management in this company

I received a confirmation from Zalando Lounge team about my 9 returned items. Two most expensive items were missing on the returned list. Normally I never check because I trust Zalando, but this time the cheating happened at Zalando-lounge.nl. I would reluctant to buy from them, because it caused me an administrative headache. Now that I have to check whether I will get a correct refund or not.

1 Star is too much for this site.Worst shipping experience waited 2 weeks just to get my address wrong and after many calls to send the package to another address they just returned it

Hi,
I was a happy customer and have done so many orders but recently Zalando Lounge team changed one article status to "sent" on my returned order while it was returned and changed status of same article to "returned" on my NEW order. These article in these two orders had different prices and it was cheaper on new order. I called customer service and they fixed it. Afterwards, they sent the article with cheaper price but it was damaged and had a large hole on the left shoulder. Again I called the customer service and they asked me to send it back, so I sent the article back on 11th of Feb 2023 and still they did not refund my money and they keep saying there is something wrong with payment department. Each time I called, they told me to wait for 10 days and last time i could talk to their manager and he said "I promise to fix this issue within 3 days and I will send you an email with full detail" but nothing happened. Seems like they have internal issues and there is no way to escalate. Also the payment team is look like king in Zalando Lounge so no one could follow anything with them and they can do whatever they PREFER. Also no one can explain why this happened and why payment team doesnt pay this amount to me. They are just saying please wait forever.

**Edit: Finally I received my money with a redeem code . Thank you**

Horrible customer service, they never read and answer to the actual emails, only copy-paste some irrelevant bullocks.

It's fake, they don't refund money for goods, they don't answer messages, be careful😡

Very bad experience and no explanations! I suspect that some products are fake ones- and not original as they state. Be careful! I have ordered an expensive watch, with 2 years of guarantee. The watch has fallen from approx 60 cm on the soft floor and the glass broke. It is not part of guarantee, as this is our fault. Ofcourse it is very easy that a watch can slip, but a good watch should never break falling down from 60 cm!, even with cheapest brands! Do not buy electronics there!