Zalando GmbH Reviews 

I'm so surprise that Zalando got so many bad reviews. I have been shopping using the Zalando app since end of 2021 and Zalando Lounge since end of 2022, so far all ok. I hope I don't jinx it 😅

They mostly deliver my orders fast, also when I return it, I got my money back pretty fast. For ex. I sent back 19 Aug 24, and today 23 Aug 24 I have received the money back, full amount.

Honestly, no idea about their cust service (I read here people said they are bad) because so far I don't need to contact them.

So far I am happy shopping with Zalando. I Hope it stays like that 😁

This is a review for Zalando Fulfilment Solutions ZFS Germany, which I warn any company that is thinking to do business with them - run like the plague. This is the biggest con you can fall into. It will cost you tons of money for ZERO return. One star is too much for them. RUN RUN RUN from them.

It's the absolutely worst customer support I've ever seen. I usually don't write reviews, but this time I signed up to Trustpilot specifically to write one. I purchased a custom gift card that was supposed to be a birthday gift and should have been sent to the email I specified in the order on the specified date. The email with the card was not sent. I've contacted support via chat, but they were closing it every time without helping me, literally in the middle of the conversation. Once I finally managed to get to someone who actually took a look at the order, they suggested that the recipient should contact them to receive a gift card! Is it a joke? It is an order I paid for and they are not allowing me to get the code and send it by myself, as their automated system clearly doesn't work. So I paid for something I couldn't receive and they were not able to solve the problem for me. I will never use Zalando again, not even once, and will tell everyone about this case, so that people avoid using their services at all costs.

Ordered a gift card for our friend in Germany and it wasn't delivered, customer service is useless, they just close conversation before they help us find out why it wasn't delivered. We have opened the chat 4 times already and all they can suggest is that our friend need to contact them to receive his birthday gift. Are you insane Zalando? Why person who has a birthday need to waste his time to understand why he didn't receive his gift and interact with your terrible customer service? People, don't waste your time on this piece of garbage. Never again!

I would have given -1 if it would be possible. The most incompetent and customer unfriendly online shop I’ve ever seen. My advice - shop with „best secret“, they know how to keep their customers happy. I’ve deleted my account and will never order anything from them again!

Everything ok 👌

I am deeply disappointed with Zalando's unethical business practices and pathetic fee structure. I was threatened with debt collection over a single unpaid invoice by a rude CS rep, Antoanette, who abruptly ended our chat. As a loyal customer with a solid payment history, this aggressive and unacceptable behavior is disgusting. Zalando should reconsider their fee policies and train their staff to treat customers with respect.

LEE From customer service advised me my payment will not have and fees added and I receive an email with fees added and when I chatted with customer service again today John shut me up 2 times and threatened me to pay the invoice plus added fees or they will transfer my invoice to a debt agency ...Very racist shop ...please beware from them and do not buy from zalando....they also send used products to customers!!

Deliviring is taking ages. Constumor sedvice is the worsed ever. They even just cut out mid conversation by saying: thank you for asking e-mail on the way have a good day. I asked questions. What a disgrace

1. I have been ordering from zalando for last 3 years. Since 2023 mid, the orders are returned before delivering to me. Reason for the return: They could not locate the delivery address.
2. It is the same delivery address where I have received the orders from Zalando. And if it comes to delivery partner (DHL at times), they are delivering orders from Amazon and other online websites to this address.
3. When contacting the customer service, they do not provide the right solutions. They are asking me to change/update my address. But when enquiring, what is wrong with the address, they do not have any answer. Also, they do not even raise an incident to process the issue further.
4. They do not answer to emails as well.

I could only say a few words for Zalando and their customer service: Pathetic, worse, lousy, disastrous service.

I made 2 orders via invoice. Then I returned one order. I purchased gift cards to pay for the remaining order but your agent assigned the gift card to the one I already returned by mistake. This is issue number 1.

Then you told me that you cannot refund gift cards without the item. So we wait for the item to get back to you. It's been over 4 WEEKS now since I returned it with no updates. I shared the DHL slip with you. It is not my fault that the return did not come back to you. I posted it and my job is done. I also sent you a legal statement with my signature. This is issue number 2.

You keep sending me payment reminders and fees which I will not be paying because I am waiting for you to process my return. It's been weeks since you are doing nothing. This is issue number 3.

used to like it in the past, but now they have been lowering quality of service, I order some shoes and they never arrived to my house, I contacted customer service and the lady was super rude and she only said I should wait 5 days more because they didn’t know where the shoes were, no copy of the chat, no receipt, nothing… then the shoes appeared in a neighbor house, but they never sent me any notification, and the info on the app was incorrect. Then I was happy to have the shoes to then realize that they sent one in one number and the other in different number… ???
Really bad customer experience. At the end I bought the shoes in the brand website.

Wow, Zalando has gotten abysmal in the past year. I was a long customer, but just made my last order with them. After not receiving my parcel - there was not even a delivery attempt by GLS, I was at home the entire time! - contacting support to get help, them refusing to help me and even insulting me, they have now lost a once loyal customer.

Submitted two claims and got no confirmation that the claims were made or any response for more than a month. Tried contacting customer support - impossible. Looked all over the website for anything - mail address, phone, contact form, chat, anything - nothing! Gave up, closed my account and requested to delete data - no email confirmation, nothing.

(I was getting order confirmations and invoices, so it’s not the problem with the email)

Just stay away. Nothing works there the least of all shipment and customer service. You’ll be given zero help and will waste time and money. Premium delivery is a joke, the company doesn’t have a way to contact the driver so whatever your cards land you that day-is what you will get. My first experience with them was 2020-terrible. This was my last chance. Simply, choose Amazon.

I couldn't understand why the reviews of such a large company could be as horrible as they are, but after making my first purchase, I can only relate.

I recently purchased an item that was reduced a further 22%, so I asked if Zalando could price reduce in order to save me and them from returning the item and reordering the exact same thing. Their answer was no, so I returned the item and purchased it again at the new lower price. However, I had made the first purchase with a gift card, so I needed to wait for the refund to pay off the second invoice. Fine. Now, they are saying that they can only apply one of the gift cards but not the other due to technical reasons, of which they don't have any timelines. So, I can pay the balance and use my gift card for another purchase online (which obviously I wouldn't want to given my poor experience with Zalando).

I've emailed and used the online chat function, of which wasn't helpful. Then, I called in twice and both times they hung up on me! The call center has no escalation points and have no ability to solve problems. I'm also not sure if they are working from home because I could barely hear/understand one of the CS reps since they had people laughing and joking around in the background. They CS reps were both very rude and I honestly can't believe that companies can have such bad policies and CS!

Coming from North America, I knew that the level of CS here is "different", but I had no idea that it was this level of BAD! I'm honestly in shock and don't know what to do with the item I ordered and if I even want to order anything else with my gift cards. I always thought companies were supposed to treat gift cards as cash, so I don't see why there is an issue. This seems a bit unethical and sketchy that they can do this to customers.

I have been shopping on zalando for years and I am a plus member. I contacted their customer service (it already took me hours to find a form where I could reach someone) as a pair of Mango jeans I purchased became 1 size bigger after only wearing it once. They basically answered that is not their issue and they don’t care. Such bad service. I will not shop on zalando again

Terrible customers services
In 19 march my friend from Spain give me like a gift a gift card with 100€. I spend from that gift card 16€, was showing me a rest of 84€, until thursday when I wake up with just 8€ on my gift card. Since 8 o clock in the morning I call them, 10times more exactly and I spoken with different ppl from there, they start to say my friend who give me that gift card stole it, how? She use zalando in Spain, I m using in Germany, we have different accounts, plus I register that gift card on my account, how she can re use it? Another of them colleges said this is not possible and they will fix this problem, they put me to send email after email, one of them told the coupon isn't of 100€, I was having ss in my phone with him, I send email with prove. Email with my friend account, email with number of coupon, they didn't solve nothing, they told me in 24h I will receive a email and my money back, this didn't happend yet. This ppl just play with us, they don't know how to treat them customers or how to talk, they don't know to resolve a problem or to say they are wrong, I m sorry to say this but they are a shame.

Be careful with a new payment method. I am a person who tend to `go next` to order quicker and doesn't pay attention in details. I didn't even choose it but my last order was proceed in that way. Of course I thought I paid already by paypal and never taken care. However later I received a postmail that I didn't pay my invoice yet so they add some fee on it.

I returned 20 items from 5 orders together and they never refunded half of them and wanted me to fill Rechtliche Erklärung and when I had mistakes in filling it, this is what their customer wrote me:

Darko (17.5.2024, 18:47:46): Bitte keine Beleidigungen. Es ist nicht unsere Schuld, dass jemand ein einfaches Formular nicht ausfüllen kann. Es gibt Regeln darüber, wie die Erstattung erfolgt.
Darko (17.5.2024, 18:47:53): Einen schönen Abend noch.
Then he closed the chat to my face!

It is almost saying that I am stupid! This is their customer care, and I feel they are creating problems on almost all returned items. I talked to all of my friends and all had the same issues!