Zalando Reviews 

Was offered a free trial of Plus at checkout, but later got an email from PayPal saying I’d been charged for it as a separate payment. I contacted Zalando online chat but they were not helpful at all. I cancelled the order as first the rep said I’d be refunded. Then she (Chofence) said I wouldn’t receive a refund and was quite rude, saying she didn’t want to waste any more time repeating herself?!? She then disconnected the chat. I raised a dispute with PayPal and luckily got my money back. I will never order from Zalando again due to this bad experience

Returned an order for £214. Followed their returns process to the letter & took a photo of the parcel as I dropped it off to the evri shop. They received the parcel but didn't send any correspondence. After chasing my refund, they refused to help me until I completed a legal document. After literally begging and chasing, zalando then informed me that my refund has been rejected because 'the item wasn't in the parcel' shocked and appalled, I immediately requested more information but they refuse to advise further. Citizens advise told me to to send them a letter giving 10 days to refund as they’re in breach of contract but Zalando refuse to refund me and now just ignore me. The CEO’s also ignore people!

Please report to Action Fraud, citizens advise, trading standards and share your story on social media

Some items never arrive, customer "service" just cut you off. The items that arrived are horrible quality, solid 1/10!!! Money wasted and horrible service

I have often used this website and have never had a problem with it. Delivery was fast. The return was sometimes quite long and the longest took me 2 weeks (during the holiday season). I prefer to choose Zalando so I can shop for many brands. I'm using Zalando plus and it has many advantages, especially for free delivery and return.

I was a Zalando Plus member for 3 years and have spent thousands of Euros with this company. I noticed a strange name, address and telephone number in my personal account and have come to learn that because of Zalando‘s lack luster security my account was compromised. Instead of working with me to perhaps download all of my past order info with important size and brand info that informs my feed within the app and my future purchases, they my blocked my account. The customer service regarding this has been terrible with emails full of non direct answers and jargon filled meaningless explanations and zero apologies. This is the last straw for me. Additionally, a month ago I received an email regarding an order placed in December that they somehow forgot to withdraw funds because of their alliance with Sephora. Now, 4 months later, they are requesting I pay them 500€. This is clearly a company with a lot of issues and it’s just not worth the hassle and security risk to do business with them.

First order with Zalando and they charged me twice for the entire order and refuse to help me solve it

I have already been ordering for years from Zalando. Last time my retour package was not worked up on time, so I had to contact customer service. I contacted them 2x via chat (even at 21:30) in the evening and 1x via phone (I didnt even need to wait in a queue). All 3x they were able to provide me help and at the end they refunded my money immediately once we aligned on the chat. Amazing!

I have been purchasing clothes, shoes and beauty products from Zalando for more than 6 years and never have I had a problem.
Good communication, they provide both the receipt and the return label, returns are easy and smooth.

I must admit, I am a bit surprised with the negative reviews.

Hello I made an order from Zalando and the order wasn't delivered to me then I contacted the shipment company EVRI which they confirm that the order had a problem in delivery and they are classifying the order as not delivered so I forwarded the mail received from EVRI to Zalando customer service to get the refund.
Zalando refused to make the refund and they are insisting that order was delivered.

Great service and good product descriptions on the website!

Zalando does not provide all the patment methods shown on the website. just Credit card.
secondly, at the moment of renewal of payment for zalando plus they briefly allowed all payment methods and removed them again after payment was done.

I ordered an item 3 weeks ago and it's still not delivered. Checked with customer service a week ago and they said it will be delivered in 1-2 days. Ever since I got no tracking email and now my order is marked as delivered in the app. This is the 3rd time this happened to me! They lie!

Zalando was good back in the day but now it’s awful. I received a torn package 📦 box , someone tore the box and opened it, luckily it was only one jacket in the box so it wasn’t missing! sent back an order around December and they claim one item is missing yet I returned everything! If things are disappearing from packages then this is scary and not safe at all . Something is wrong somewhere , it’s either the warehouse or the companies delivering.

Never had problem with shipping or return. Buying many times from them, could be slightly delayed sometimes but no major problems. I think the review here is way too low. There are so many bad service out there. Zalando does not deserve that low score.

5 out of 7 items was canceled from my order. 2 was sent 10 days after ordering. I couldn't receive the package, so it was sent to the service point 5 km away from my address.. Seriously???? What kind of service is that? And I still don't see the money back for the canceled items.. 😰

Always had good experiences with the service. Especially, if you reach to the customer service, the team is amazing.

Worst experience ever! They have a customer service which is not helpful at all, they were not able to help in any way and they just said: "Sorry we understand your discomfort but there is nothing we can do" when actually they "lost" my package and I was not able to receive it for the second time! Took me more than a month to be on top of this issue, and after one month, again... no package delivered, I will never use/recommend this webpage again.

I would give them 0 stars if I could!!! I attempted to return a package 8 times with Zalando Plus and not once did the postal service come to pick up the package! I stayed home each time all day to be sure that I was able to return it and they NEVER contacted me even though I asked multiple times for them to contact me when they are arriving and THEY NEVER DID!!! Zalando isn't doing anything other than making a new appointment each time instead of contacting the postal service to check what is going wrong! I complained again today and the only thing they did was try to make another appointment, this is ridiculous! CLEAR THIS IS NOT WORKING ZALANDO!!! It also sounds like a complete scam!!! If my return is not guaranteed the 9th time, I WANT MY REFUND!!!!!!!!!!

I ordered a chino from this company. It had a very noticible defect so i wanted to return it. But i didn't have the return label. I asked for the return label. It took approximately take for them 3 days to send the return label to me. I sent the product when i received the label. It has been 4 days but i didn't even receive a confirmation mail. I contacted them via chat and they said it would take 10-14 days to process a return request. At the very same time i returned another item to About You with the same delivery company and i got my refund yesterday:) Zalando tells me to wait 10 days more to process my request. Very slow process and low customer satisfaction. If you think you would return a product, never choose Zalando (they might send defective products as they did to me so yes, you have to think that you might return what you bought). Not recomended at all

I agree with everybody about awful customer service job!!! Not recommend it!!!!!!!