www.zalando.co.uk Reviews 

Instead of trainers received 2 bags of protein powder - untampered package that supposedly weighed 0.001kg according to the postage label.

I now need to return the incorrect goods and the item I ordered has gone up in price.

Edit: Aug 21 - they are now accusing me of returning items that they do no stock in their warehouse. How is this possible when that is exactly what they sent to me?

I returned an item that arrived broken the same day it was delivered (there is a digital trail of receipts for this) using their very own drop down form on the webpage to request returns. Zalando did not notify me it arrived back to them (with their label and their partner Evri) and when I enquired a week later they sent me a dismissive passive aggressive email to say 'it had signs of use' (I returned it the same day because it was broken as i mentioned on their returns portal-and they still have the item) so they won't refund me almost £500. This is theft and I am in shock at how it is legal.

I used Zalando for over eight years but the service got progressively worse so I stopped using in June 2024.
I decided to give a second chance so ordered two T-shirts, same company, same order. Decided to use express delivery service at cost of just under €6 for next day delivery. Got an email saying one would be delivered today as promised but the other one would be delivered on 30 July, seven days from order date 23 July.
This company has the worst customer service of all. They don’t care about the inefficiency of their delivery drivers and it’s not easy to make a complaint. If you do , you normally get a useless standardised email
Never again. Avoid like the plague

Absolutely disgraceful service from Zalando. I placed an order, and the parcel never arrived. According to them, Evri (their delivery partner) returned the parcel without even attempting delivery. I never received any notification, no card, no email - nothing.
Then I was told I have to wait for the parcel to return to them before they issue a refund. Why should I wait for something I never received in the first place? This is not my fault - yet I’m left chasing my money while Zalando blames the courier and refuses to act quickly.
And now, to make things worse, they tell me that the price of the items has gone up - so if I want the same items, I have to re-order and pay more. Seriously?
So I’m out of pocket, I’ve wasted time, and now I’m being told to spend even more for something I never got in the first place.
I called twice to their customer service and they just hung up mid-conversation. No call back, no resolution, just a complete lack of professionalism.
I expected far better from Zalando. This whole situation has been a nightmare and has completely put me off ever ordering from them again. Sort out your delivery process and take some responsibility for customer experience!

I ordered a top and was advised my order would be delivered on Thursday. Evri being Evri of course never delivered the parcel. I flagged this to customer service and was told to wait a further few days for delivery. I waited contacted customer service again by now it had been a week. I was told to fill out a form. No apology no offer to provide me a refund. I filled out the form and sent via email. I waited several days no contact for them. I reached out again to customer service and I’m now being told I can’t get my refund until they have resolved their dispute with Evri. I flagged that as the customer you shouldn’t have to wait for your refund. The refund should be issued whilst you resolve the missing parcel and claim with Evri outside of me. Again my complaints not being heard. Spoke to a rude customer agent on chat extremely unhelpful and party ally fobbed me off. I’ve never heard of a company holding onto your refund whilst they sort out their claim first. Don’t shop here as you’ll never get your money back. Plus you’ll experience rude and dismissive customer service and agents

Absolutly dishonest company !!
I ordered a jacket for £203. Didn't received it. The courier give as a "evidence of delivery" a picture of an other door (not mine) and another adress (not my building). This is exactly an evidence of wrong delivery, but Evri and Zalando don't care. They don't want to refund my money after 1 month of unuseful and crazy discussions. I don't know what to do with them ! I lost my money. £200 is not a joke !!

Ordered trainers over 2 weeks ago . One week past delivery date still not arrived. Terrible customer service. I can see I’m not going to get my trainers or a refund. Should have paid £5 more and bought from Amazon and I would have my trainers 2 weeks ago. So annoyed. Never again !! Sent 12 emails and just told please be patient every day !!

I paid for men's trousers and was sent a a women's dress! I guess, they are similar... I wrote (because one cannot actually talk with anyone) and had 5 different (or so it appears) people reply. They offered no value, I have to send back the women's dress, and now they are asking me to re-order my trousers. I don't think so.

quite shocked at Zalando's recent form, I have been a customer for many years without problems. With that record, when I sent a return (which I can tell there is a problem with on the tracking, but I used their chosen courier and return slip), they didn't refund me after the 14 days. Their own terms and conditions state they will refund after 14 days with proof of dispatch. I provided this. They got me to sign a legal proof document that this had been returned and then said it would be referred to their legal for a decision and may take another 2 weeks for a decision. I had to send strong mails to them about violating their own terms and conditions, all of which went unanswered. I got the refund on the back of one, but no apology or correspondence referring to my complaint. TBH, if their returns process is not stable, and they are shifting towards blaming the customer, then frankly I don't know if I can trust them anymore for purchases, which is a great shame.

I would avoid. Poor customer service. One good point is they respond quite quickly, but do not add any value to your query, request, concern...one will say one thing, another will say something else...they can't honour their commitments.

Sent xs instead of xl T-shirt for my sons birthday on Tuesday , customer service no help at all ,

Terrible not received my refund yet! Nearly a month! They obviously think they can keep your money and items you have returned very poor needless to say wouldn’t order off them
Again!

2nd experience I've had with this company now where returns have gone missing and they won't refund you despite them receiving the parcel back. I advise you all to do your returns with the post office as they record the weight of the parcel where as EVRI don't

I ordered a hat and it got lost in transit and they have the proof of this yet I have to print out a form and fill it in to get my refund. And they have the proof from the evri there delivery company dont order from here they are thief's.

Amazing! Ignore the negative reviews but I had a bargain for a pair of trainers and now they back To original price, shipping was pretty decent

I think it is a great opportunity

Took 7 days for delivery. I order from UK. My parcel is ordered looks authentic.

Have used Zerlando a lot historically but in the past few years I have been put off by bad experiences, normally things going missing have to wait to see if it turns up therefore cant give a refund.
Well I gave them another go £144 Nike trainers, this delivered some children's pink sandals, different brand, not even in a Nike box. Called them today and I have to do all the work to return them before I get a refund. They will not send me the correct goods I have ordered, though I can pay another £144. It feels like their staff are scamming customers, where did the £144 trainers go, who mixes up Size 10.5 Mens White Airmax 270 with children's sandals by a different brand is a very different box.

I note other similar reviews.

TERRIBLE! I returned a pair of beige tennis shoes, but now they’re falsely claiming I sent back black used trainers. This is completely unacceptable! THESE ARE SCAMMERS! They took my money and the shoes. I am trying to have a full refund now!

ZALANDO AS A COMPANY ARE THE BIGGEST SCAMMERS IVE EVER COME ACROSS IN MY WHOLE 32 YEARS OF LIFE. PLEASE AVOID AT ALL COSTS. I ORDERED A VALENTINO BAG FROM THE TIKTOK SHOP AND IT ARRIVED DAMAGED, IN THE SPACE OF ORDERING AND RECEIVING MY TIKTOK ACCOUNT WAS HACKED AND NO LONGER ACCESSABLE. I CONTACTED THEM BY PHONE AND EXPLAINED THE SITUATION, I WAS TOLD TO RETURN THE BAG WITH THE RETURN LABEL INSIDE THE PACKAGING AS I COULDNT OPEN A DISPUTE, I QUESTIONED THEM ABOUT THIS AND SAID HOW CAN I MAKE SURE I GET MY REFUND IF I HAVENT GOT THE MEANS TO SPEAK TO ANYONE, THE WOMAN TOLD ME TO PUT A WRITEN LETTER IN THE BAG EXPLAINING THE SITUATION AND RETURN, WAIT 14 DAYS AND I WOULD RECEIVE MY REFUND. I THEN CONTACTED THE PEOPLE ON THE PHONE LINES AGAIN TO BE TOLD I NEED TO CONTACT THEM DIRECTLY THROUGH TIKTOK SHOP. I THEN WENT ON TO MESSAGE THEM 30 TIMES THROUGH TIKTOK SHOP IN THE SPACE OF A WEEK AND A HALF EXPLAINING MY SITUATION AND SENDING THE RELAVANT INFO LIKE ORDER DATE, EMAIL ADDRESS, HOME ADDRESS (to which it was delivered) NAME ON THE ACCOUNT AND ORER NUMBER!! I SENT SCREEN SHOTS OF EVERY SINGLE THING, THERES NOT A SINGLE SHRED OF DOUBT THAT I AM THE PERSON THAT PURCHASED THE ITEM. I LITERALLY SIGNED FOR THE BAG ON MY DRIVEWAY, IM IN THE PICTURE!!!! I HAVE THE RETUN SLIP, THE TRACKING SAYS ITS BEEN SIGNED FOR AT ZALANDO 5 DAYS AFTER I POSTED IT! I HAVE BEEN IGNORED TIME AND TIME AGAIN IN REGARDS TO THIS MATTER. I HAVE EMAILED THE PEOPLE AT THE “SERVICES” EMAIL TO BE TOLD AGAIN TO CONTACT THE TIKTOK CHAT WHO ARE IGNORING ME!!! I AM ABSOLUTELY FED UP. MY £84 HAS BEEN STOLEN AND I AM BEING IGNORED. I EVEN MESSAGED SAYING IF YOU DONT WANT TO REFUND ME THEN SEND ME THE FALTY BAG BACK BECAUSE AT LEAST THEN ILL HAVE SOMETHING!!!! ALL THATS HAS TO BE DONE IS THE MONEY REFUNED TO THE ORIGINAL PAYMENT METHOD!!!