Zalando Lounge Reviews 179

Never again! I purchased a trolley off the website and they sent the wrong one. I bought a small carry on and they sent me a huge one in a complete different colour! Called customer service and was told to “return it to bpost” so I can get a refund of the item. No refund of the shipping cost. Upon asking them if I will then receive the actual item I purchased, they replied “we can not resend you the item as per our policy, but you are free to repurchase it if it is still available on the site”. I told them it is, but that it has gone up in price (12 euros already) and that I’d have to pay shipping again, meaning I’d pay 16 euros more for an item that I’d already ordered and they made a mistake with! They said basically they can not help me. Not even a voucher for free shipping (when literally I already lost 4 euros shipping for the first order AND my time to go bring the luggage to the bpost office which is a 25 min drive one way). Absolute shame and for me the last time I will ever order from Lounge again. Absolutely no customer service.

I ordered an item but received the wrong size. While mistakes can happen, the customer service's resolution was extremely disappointing. They flatly refused to send the correct size, offering only a refund upon return. This means I am left without the item I wanted and have to go through the hassle of returning their mistake. To make matters worse, they refused any form of compensation for the significant inconvenience caused by their error. A very rigid and customer-unfriendly experience. I expected more from a major retailer.

Nice delivery and great customer service

I ordered an item, received a totally different one. Different size, color, brand, etc. They cannot send me the item I’ve ordered and in order to get the refund of the money paid for something I never got, I have to leave my house and return the wrong item they sent. I tried talking to them but they can only process my refund if I return the item. The total was 13 euros, but time is money. I spent time searching, choosing, paying , waiting for it and now I have to waste time leaving the house to return something I’ve never asked for in order to get my money. I don’t get it. Terrible terrible service.

Waiting since 6 weeks for my package. They take the money immediately and then nothing. Last time I ordered here…

fast delevery, serious, easy track, if wrong size can easy exchange

Great experience and delivery. The website is well done.

I have stopped buys from Zalando and the lounge. Reason for this decision is because I have found several times that their good are not genuine. I have made this observation after attempting to purchase accessories (sunglasses), coffee mugs (2 of 4 leaking!) shoes and also cloths. The brands I am talking about are premium brands. at one occasion I actually approached the manufacturer (Phillip Plein) and they out-rightly pulled of their responsibility as soon as they came to know that it was purchased from Z-Lounge. I have all communications. After at least 8-9 attempts, I have completely given up.

Good promotions, fast delivery except last order lasts more than 3 weeks, maybe because of COVID and have more orders 😊 Easy returns

Can shop there with a good prices. refunds always come in time, without reminding or sending emails! The 4 stars it’s because sometime can come damaged articles but always can inform them and send back. This is bit sad, for rest it’s fine.

Not reliable...you place your and when you are waiting in anticipation for delivery they tell you the item is out of stock due to high demand. How did they accept the order in the first? Which criteria do they use to decide to cancels orders....

I’ve order 4 items and had to send back 3 of them due to wrong size (not Zalando‘s fault). The parcel got lost on its way back.
The customer service was very helpful and responsive. We’ve exchanged several emails and when it was clear that the parcel went missing, I had just to fill in a form with the missing items and they reimbursed the full amount immediately. Thank you!

Used MANY times, no problems AT ALL. Returns and refunds are easy, no fuss at all

Just terrible, they have very mean staff, they only charge and do not deliver the items on time as they promise. If you complain the staff is rude, mean and tell you to pretty much just wait and to not bother them because its not their problem.

Very disappointed.

Draw payment on you credit Card / bank acc. and don't make the delivery