Zalando GmbH Reviews 

I ordered a pair of sneakers two months ago. My sneakers were small, so I returned them right after I received them. Since I had the right to pay them within 15 days, I didn't even pay them because they were returned. In the meantime, they lost the package and now they are asking me to pay for the package with an additional payment. Of course I refused to pay for the package and now they are bombarding me with emails saying that it is not their problem.

Terrible customer service.
They initially sent a reminder to pay for a cheap article that I already returned. After emailing them they confirmed that it was a mistake on their side and that I have no open balance.
A few weeks later they started to send reminders to pay for the same article and with extra dunning fee!
After contacting them, they refused to admit their mistake (especially that they have sent a different answer earlier,) and asked for the same information I provided earlier, I had to provide this information 3 times, because they kept on changing agents.
They have also asked for a legally binding document with a lot of information so they can take this to the delivery service, while the article was sent in the same box as other articles which were correctly marked as returned in their platform.
They insisted on not being helpful, so I decided to pay for the alleged open balance, cancel my Plus subscription, and let the world know how crappy this company is, knowing that I spent tens of thousands of euros on their platform.

Half of the order did not arrive! It took 8(!!!) phonecalls until they promised me to refund the money. Still waiting for 120€!!!! Worse than Temu. NEVER AGAIN.

I have been shopping on zalando for years and never had any issues with anything; however their customer service is terrible to say the least. They have never informed me that one of my recent orders had a payment issue (I have triple checked even all spam folders); when I called them on why I had no emails with such communication they had the audacity to accuse me I have deleted them!! How you even dare to say that to a customer? That is completely unacceptable. I have of course cancelled my plus subscription right away and will be shopping elsewhere. Adios Zalando! Hope you go out of business soon.

Bought a sweather from FRANCO CALLEGARI for 69.90, and after washing it (cold, wool cycle) it looks like it has been washed 100 times. That is utterly disappointing and I will never buy this brand again!

Very poor customer service
Never got my parcel and they said they can’t proceed my refund
Hope they gonna go down and close their website

Dear Zalando team,

You have a large customer base, you represent so many other brands, it is time for you to seriously upgrade you customer service. Not once did I run into unusual situations, where CS could not help.

Let me tell you the most annoying example I have. Once , out of the blue, my zalandoplus subscription got cancelled (btw money not returned for this), due to "miscellaneous behaviour". I did not care as much for the money, but I was just really concerned on what could that mean. I was sure that was a mistake. Maybe this happened due to a security concern, maybe my account got hacked, idk, but I needed some explanation. Customer service could not help me with any additional information. Such treatment is no go, especially to a loyal customer of 2 years.

I am so annoyed with the whole experience that I don't want to use your shop anymore. There are alternatives on the market.

Not sure how and when Zalando is starting lying to customers and stealing their money. Very shame on them.

I received an order in used condition and this is not the first time I am getting an item which is damaged and look used. Zalando did not accept my claim and asked me to pay for the item regardless and that they do not accept my return. Zalando is becoming a scam and a fraud.

Not a surprise that their rates and reviews are so low every where on the internet.

I hope they go down soon due to the way they react to their customers especially recently.

Recently I've had the poorest second-line customer service experience that I can remember at a big company before. The ordering and shipping was fine. The moment there was a problem and we needed to process a return was when all the trouble began. We had bought an item for 173 euros that was falling apart two months later and after two cold washings. We contacted to return to the manufacturer. At first it just seemed like a lot of paperwork - new forms that had to be filled in and re-sent with more proof. It turned into a series of mistakes with different customer service people replying to every single email. I have begged on the phone to speak to a supervisor which is never possible at Zalando apparently, and customer service swears that even they have no contact with their escalation, they can only send an email to their superiors. No one can ever come on the phone and say whoops, this was a big screw up, let me correct it for you right now. It is more forms, more attachments, more emails from new people at every step. It felt like at a certain point the strategy was to make it so frustrating to send back an item that people just give up, which I nearly did. Finally when at the end of my rope and after many, many hours invested in what should have been a simple return, Zalando refunded. However, only part of the money was there due to a mistake somewhere (which I tried to clarify many times). There was only 143 euros returned to me. When I wrote to say there was still a balance despite all my mails, they did not reply but instead Re-Charged my Credit Card for 173 euros! Without a mail or any related communications! Finally after writing and then calling with no luck, I had to open my insurance to make a claim. More hours to invest just for a refund on a faulty item. This has been an adventure I wouldn't wish on others, which is the only reason I'm taking more time to write this.

When I opened my parcel (that was delayed) there were 2 items missing from my order so I took contact with the support the first thing i did and asked for help. The only reply i got was that they scanned it and I must have it at home and now they want me to pay for those items. Sent another mail trying to explain even more but got the same reply.

Zalando's customer service stole me for 50 euros. I had received a gift card of 50 euros from my family. I wanted to exchange this one but I got the comment that this was not for an order where I had pressed postpay. Which is strange because this used to work. Customer service forwarded me the exact same email all the time. Was not helpful at all. In the end I wanted to use my receipt a month later. I got the response that it had already been redeemed by a man, an hour later after I forwarded the code to customer service the first time. Furthermore, no one from zalando wants to help me with this or give my money back. Worst service ever. They are thieves.

Let's start it off by saying that your partner Hermes is a disgrace. The courier would go to the pickup store before its opening timing. Moreover, the courier didn't go the second suggested address.
That said, I asked for immediate refund when the order reached your warehouse and all CS agents would tell me that I have to wait up to 14 days.
It's 2024 guys! Refunds must be immediate. And spend a little more money with a different shipping company. Can't believe you're chumming up with Hermes.
First and last time I'm using Zalando. Definitely not customer-friendly and waiting 14 days for a refund is just ridiculous.

Zalando is a complete disaster! They have no regard for their customers, charging me twice for a single order and then refusing to promptly refund my money. Their so-called 'customer service' is a disgrace, staffed by incompetent, rude individuals who couldn't care less about resolving issues. This experience has been an absolute nightmare, and I will never, ever, waste my time or money on their pathetic excuse for a shopping platform again. Shame on Zalando for their utter incompetence and disregard for their customers!

Paid double for the same order. I paid through PayPal and Zalando sent an email saying I had to pay so I directly paid them. They never updated or canceled my order as paid and never refunded PayPal their money.

Terrible service. I have been shopping with Zalando for years, and they have lost my returns several times. Last time, several items were returned in one package, and I have not received a refund, even though the package was confirmed. I also received a phone confirmation (I assume the package is insured, so I'm not sure why they are being dishonest). Emails and claims are ignored.

They sent the package through GLS and I must say, their service is really bad. Every time I wait at home for my package, but then I receive an email stating that they couldn't deliver it to me, which is completely untrue! I was home every day and even received an email from GLS stating that the package would arrive between the specified times mentioned on their website!

i made an order on zalando.de and paid for faster delivery, Only one item was assigned to fast delivery, 2 items have been cancelled by Zalando and one will be deliver in a standard way. I have not received notification that my items were cancelled, after contacting zalando I have received email notification, they said they had technical issue on their side and I should reorder. No I cannot, as its not available anymore and secondly I already paid for fast delivery,... not happy, I will stop using their shop

Worst cusomer service I've had.

I made a purchase in Zalando some weeks ago. I never received a confirmation email, order number or any piece of information (I was logged in on their app). Then I needed to return one of my products, and when I went to print the return label I was logged out of the app, with no connection to any of my emails, or any order number.

I have exchanged over 20 emails with customer service, which seems to be AI generated or plain stupid, as they all respond as if they did not read my emails.

DO NOT BUY HERE

I can't believe how many bad reviews Zalando has. I can only AGREE with all of them.

I made one order 2 months ago and after receiving the confirmation email, after a few days, I received another email saying something went wrong and I should reorder the items, only to discover the items I wanted were no longer in stock!

Then I made a different order 2 weeks ago, I ordered a man button shirt and I received a vest, a sweater and a woman top!

Customer service is terrible too. Very bad experience.

I ordered from them a long time ago and had no issues, but my recent orders were really bad. Something's gone terribly wrong at this company. The worst company I used for online shopping so far!

Zalando broke my old account on which I have prime paid membership and refused to fix it. Chatted with 2 agents and the chat bot, the result was the same. They told me to open a new account and pay for prime again.
Chat started with Susan
S
Hi Ivan, I'm just connecting to the chat so I can help you with your query.
Hi
The payment options disappeared.
I am sorry that the payment method debit card and PayPal is not offered to you.
Please note that every order, the different criteria needed for the transaction are re-checked and your possible payment methods are updated. It is possible that your preferred payment method will be available to you later for one of your next purchases.
S
Please use the payment method that is being given to you as of now.
It is on my new account, using the same IBAN and PayPal account. However on my old account on which I have prime the same are not available.
It's not order related. I successfully did an order that only had credit card as payment option on my old account via PayPal.
S
For this new account please use the payment method that you are seeing from your end since are not able to add or remove a payment method for our customers.
I'm the same customer with the same payment options that don't work on my old account anymore. In that case how to transfer my prime membership to my new account?
S
The plus membership cannot be transfer from one account to another.
OK thanks for clarification, so I lose my prime membership then because from my old account I cannot do payments?
S
In this case you will register the plus membership in this account.
Do I need to pay for it again for the same period?
S
Yes.
Enter Message
Type your message...
Send
End of Dialog