Zalando Lounge Reviews 

TERRIBLE COMPANY, SERIOUSLY DO NOT BUY! Waste of time and money. I ordered a few Christmas presents from their website as I was tempted by the excellent prices. I have now waited almost a month to get it delivered. When I checked the tracking website, it stated that delivery was attempted twice and the parcel was send back to warehouse. Let me tell you, delivery was NEVER attempted, I was home, I never even got an ‘attempted delivery note’. I called Zalando Lounge customer service. Judging by the lady’s bored tone of voice I wasn't the first and only customer calling to complain. She wouldn't give me any information that I have not already known by looking at Hermes tracking website. Now I have to wait to get my money back (I hope I won’t take 2 months), and there is nothing they can do to speed this up. The way this company operates is very shady and by reading through other reviews I think this parcel actually never existed. I will never buy from this website again and I wouldn't recommend it to any of my friends/family and anyone out there. I would also certainly watch out for Hermes as they also can't be trusted with parcels which go missing all the time. Very unprofessional, terrible experience. First and last time I have ordered from them. There are so many excellent companies out there that value their customers, why waste your time on a joke of a company?!

(Certainly the good reviews here were paid for by Zalando Lounge.)

Terrible customer service. Rude staff, they don’t send your order or cancel it. Avoid like the plague!

Order cancelled without any information why...only realised when logged into my PayPal account. Not recommended

Really simple, always a good experience.

Made my third order this month and had to make a return. I used the customer support 0800 number and they were super helpful. So helpful that I had to come here and leave a review.

thieves !!!!!
I bought shoes for 45 £ and I got small black plastic bags in a box. he has never cheated on me like that !!!

I ordered four items ten days ago. I have today telephoned them to find out the delay and been told 'yeah it's been damaged you won't be getting it'. I asked when they knew that and they had been informed the day previous.
I wasn't informed at all and only because I contacted them I knew that I wouldn't be getting these items. This was clothing for a holiday I take tomorrow I will now need to go out shopping at a time thats not convenient- of course i wont be able to spend the money I have budgeted for these clothes as zalando still have that.

If this is how you treat customers i'll shop elsewhere thanks

Really disappointed.
The tracking says the parcel was electronically announced to myhermes on 19.06.2029 since then no updates

I need my parcel or refund asap, I’ve put in a request to investigate this yesterday, and no update, plus a very rude member from customer service discussed with me and he was less than un helpful.

If you are using a very bad delivery company, at least you can improve the communication between you guys!! It can’t take so long to let me know if the parcel was lost or not.

Is not acceptable that the only way of communication between you and hermes is by e-mail not phone.

This is ridiculous!

Very disappointed

My recent experiences of ordering with Zalando Lounge have been very poor and I will be unsubscribing them from my emails. The first order was not delivered but was awaiting pick up in a shop 300 miles from the original delivery address. I was happy to receive a 20% discount and ordered another item but for some reason Hermes didn't even bother to try and deliver the item. I give up. Customer service have tried their best but I think they must realise they work for a failing company that uses a disastrously bad delivery company.

This is the first time i have ever posted about a company but feel so strongly about the way i have been treated.I have ordered 5 time's from this company and have not received one of my order's !!Every time i phone customer service's all i am told is that they will open an investigation,i still have not been told what the outcome of the first investigation was.To rub salt in they offered me a 20% voucher on my next order which you guessed it never arrived.Today i was offered another voucher to which i told the operator what was the point if i never get what i order.STAY AWAY YOU HAVE BEEN WARNED.I e-mailed the CEO, surprise surprise no reply!!!

i wish i had read these reviews before placing my order. My initial experience with them was excellent - deliveries on time, quality good, returns prompt. In December i placed an order £600+ once the order arrived notified them immediately i wanted a refund. The box in which it arrived was huge - i could barely move it myself!!! I took the parcel to my local drop - they refused to take it as too big. Called customer services they arranged a courier to collect; when they arrived - they refused as too big (had to stay at home on a work day between 08:00 - 20:00) contacted customer services they were very polite and apologetic and re-arrange a courier - again arrival anytime between 08:00 - 20:00. Anyway ... i have lost count of the number of failed collections (nobody turned up on that and multiple subsequent occasions = days off work) I must have made around 30 calls to customer services and written to them untold times, but if i get a response it's simply we are sorry and we are escalating this. I even wrote to Robert Gentz - he apparently likes to know every aspect of his company - and as i was told it was exceptional circumstances, i thought it was okay to take an exception measure and contact the CEO - but NO RESPONSE!!!!! a month on - no resolution in sight and they still have £600+ of mine!!!! CUSTOMER SERVICES SHOCKINGLY BAD!!!! Asked for head office number - said they cannot provide this, asked for manager - told 48 hour call back (9th January to now still waiting) SERIOUSLY?!

I have had a fantastic experience with these people. They offer great value and variety. I think I like them too much, its starting to show on my bank balance!

Avoid!! My third time ordering something and it goes wrong this time they send the wrong size jacket but to top it off I order CR7 jeans they looked nothing like the picture which is ok I was willing to look past that but then I saw a huge hole in them and the quality doesn’t even seem authentic. I requested to get refunded for shipping costs but they refuse they want to give me a voucher as I keep telling them I don’t want to shop there again! I can’t be unhappy 3 times and then still continue to shop there! Disappointed!

After an average waiting time of 2-3 weeks per order none of my last 4 consecutive orders were delivered. Delivery & customer service is an absolute joke.

good deals. one time the item never came, but they refunded me and gave me a 10% off voucher which I think is totally fair

I used Zalando lounge few times in Germany and never had a single problem with my parcels. Now in less than 2 weeks I've lost 3 parcels and NO ONE wants to take responsibility ... they obviously are using Hermes ( which is really f**ked up delivery company ) but not Hermes UK but Hermes DE .. for some reason .. their tracking website it's not showing nothing, so you have no idea when your parcel will come. Your period for the expected delivery it's between 10 - 14 days ... I didn't get not a single item of mine and now comes the funny part - FOR THE FIRST TIME IN MY LIFE a delivery company it's trying to deliver me a parcel WITHOUT leaving me even a note, no email, no phone call or sms .. NOTHING ... and after few days i'm receiving an email that my parcel has been returned .. 3 parcels in a row .. that's a amazing combo .. so my advice for everyone is - don't use zalando lounge services in UK because they obviously need to fix a lot of things .. really angry and disappointed customer!

Perfect service! Love it!

Fast, easy and no fuss transaction at an amazing price for a pair of football boots. Will be using again and would definitely recommend.

Experience was great. Ordered my parcels and it was delivered on time without a hassle. Return slips were included and everything.

I’m very happy with the service provided by this company called zalando lounge. They will package all your items together and deliver it promptly. I’ll recommend this company. Thanks readers

I'm a bit surprised by the reviews here. I've used Zalando and Zalando Lounge consistently for several years. I've sent numerous parcels back to both and never had any problems. The experience has always been professional and efficient. Obviously delivery takes a while sometimes, I'm guessing they don't hold the stock for some of the sale events, but it's all tracked and kept up to date on the site so you know where you are.