Zalando Lounge Reviews 

Bad experience sent wrong item then wanted me to pay to return.. not impressed

Zalando Lounge is a scam. I have ordered stuff from there 6 times. All 6 times I got a message that the stuff was on its way. Suddenly it is returned, when I ask why, it’s either damaged in transit or their realized they didn’t have in stock. Few weeks down the line. The same stuff appears on the website for sale again. The deals are too good to be true, they don’t exist. They are scammers don’t waste your time.

great to order clothes, wear a few times and send it back ;-)

Zalando failed to deliver orders and refusing cancelling an order.
No customer service, the only responce I get is copy and paste “sorry for delay”
I have paid more than a month ago £600 for orders which are not delivered and Zalando refuses to cancel!

Lost my return parcel, got all evidence: tracking and return receipt. But still, they refused to refund me the money. Horrible service, horrible products.

Great service I have to be honest. They knocked on my door when I expected them and the shoes I ordered were superb!

They have lost an order that was split and sent with two couriers, neither have turned up. Apon requesting a refund I am being told that I have to wait 10 days whilst they wait for feedback from the couriers.

I have been promised call backs on two occasions for a Manager to contact me and this has not been honoured either.

Customer service at its worst, do not use this company

Returned an item to Zalando Lounge, followed their procedure, have got the proof of the return. After not getting my money back (£125) for more than 3 weeks (they claim to process refunds within 15 working days), I called their customer service only to be told they need to launch an "investigation" and will contact me in "the next few days with next steps". Then it took another 15 minutes for them to finally put us through to the manager. Then 'the manager', Francesca at their Berlin office, 'explained' that we need to be "patient INDEFINITELY" until they find the returned item, that there is NO return policy apart from waiting indefinitely for the item to be traced and that they do not have to give us a refund until they manage to allocate the returned item. She also informed us that she had no boss above her and there is nothing else that we can do. What is to stop Zalando from claiming they do not receive any of our returns?! Should that not be illegal?! Then called Zalando UK customer service who were not interested at all either (even though its the same company) as purchased the item on Zalando Lounge website. Contacted superb Amex UK, who raised the cancellation procedure. Needless to say I won't be shopping with Zalando (or Zalando Lounge) ever again.

I placed the order(Order Number 13801012662845) on 28th October 2017 for two Sweatshirts by online. But unfortunately I have not receive anything from Zalondo. Even they put message on my account is expected delivery date between 17th November to 7th December. I had never bad experience like this. I am a regular online customer and bought so many things from different parts of the world. But this time I really feel guilty myself why I bought these two Sweatshirts form this site. I promised that will not buy anything from zalando-lounge co uk . This is very bad customer service ever and if possible cancel my order and give back my money to my account.

Munirul Karim
East London

I don't have anything negative to say about this firm. I have ordered clothes, jewelry, watches, dishes, ornaments.. big and small packages.. overall 9 times now. Everything has went excellent even the one time I had to make a return, they answered immediately(in 15min) to my email and the refund was at my bank account in 2 days. Of course the delivery takes it time, but it's definitely worth it by the deals I've made. I hope their customer service reads this because they are one reason I love to shop at Zalando Lounge, always so friendly and professional no matter what the subject is.<3
Love love love p.s just bought 3 pairs of earrings again, woopsie.

Like the range available and the website is very user friendly also like that you have time to cancel an order if you change your mind. Received my order promptly, however a little irked that they can get an order to you fast enough but it seems to take a long time to receive items back and issue a refund.

This has prompted 3 stars rather than 4.

I had shop many times on this website and now i am using the app, and everything went so well that i dont believe the negative reviews here. I've just had a problem once with one item that has been cancelled due to lack of stock, but that's ok, they sent me a message and apologies by their mistake.

Don't order from them!!!!!
Can't comment on the quality of items as they were never received. Company choose Hermes for deliveries, I missed the first delivery ( no attempt made to deliver to any of our many neighbours). I took a day off to await the second delivery. Waited all day until I late afternoon received an email from Hermes to say that they had tried to deliver for the second time!!!! This is not the first experience with Hermes lying about a failed deliver attempt (the fact that there was no note through the door confirms this). Called Customer Services at Zalando Lounge and spoke to a customer service agent who said she knows that Hermes is notoriously unreliable and that this happens all the time!!! When I asked what she was going to do about it, she said that she could not do anything. She is apparently not able to contact Hermes!! I cannot take another day off, so items will be sent back to Zalando Lounge. They have had my money for 2 weeks already. I wonder what happens if Hermes fails to deliver to Zalando Lounge as well and when I will get my money back. I did ask to speak to a manager but was told that nobody can do anything about the choice of Hermes as delivery agent??????
Awful experience, so only advice I can give you is to avoid buying anything from Zalando Lounge or indeed Zalando.

A shop I have used quite frequently and check on an almost daily basis. Often have clothing and deals I haven't seen anywhere else. After several deliveries I have never had any problems with deliveries arriving (although they do use Hermes) and I have also never had any problems with refunds either.

A few criticisms are the following:
- No free delivery no matter how much you spend, would be nice at £100 or something.
- Not useful measurements most of the time (although almost all stores are guilty of this).
- Don't allow you to buy an item in multiples sizes. I get they want to allow everyone to have a chance and not have eBay sellers buying them to resell for profit but sometimes a real gem comes up and I have to chance a size and it doesn't fit and then the deals have expired and I can't get it in the right size anymore.
- Occasionally delivery can be quite slow, I think because ZL often don't always have the items when you order them, so they have to wait to receive them from someone else after you order. The worst was a jacket I had to wait about 3 weeks for. Usually the items arrive in reasonable time though.

Sold fake North Face T-Shirts, definitely would not recommend this site.

Robbery! They just roll your money!
I placed an order on March and today it's May and I still don't have it. They wrote on system 'dispatched' and 'signed by customer' which is a big lie, it never happened. Using my signature it's also a fraud. Hermes the delivery company don't deal with Zalando customers because we place the order at the retailer... Now Zalando is doing 'investigations' but they don't answer my emails. And in all this time, they circulate all our money, the customers money. Do you see the circle? Nice scheme, isn't it? It's incredible what is happening in 2017!

I've had 5 orders from here, with one return, and they've all gone pretty well. 4 of the orders arrived within 10 days, and one took 20 days to arrive, but they let you know that's how it works so I'm not particularly bothered, as I expected one to take a bit longer eventually!

My return also went fine, it's a slight nuisance to have to drop it off at collect+ because we have to drive to our nearest one, but at least it's free. I did have my refund within 2 weeks with no problems.

The prices are out of this world, I literally have found no comparison to these flash sales. All of my items were of the quality I expected, so no complaints at all!

Oh gosh...I placed an order in March, and it appears on my dashboard says the estimate delivery date will be in May. And the last products I returned about a week ago, still not being collected by them. That's horrible! Oh, Don't forget you actually have to PAY FOR DELIVERY !!! Approx. 4 Pounds...Unbelievable

I have ordered sunglasses for 250 euros, they have been stolen because zalando did not send them via post with signature !!! when I called and sent email they simply answered that they don't deliver with signatures and if it enter in the letter box this is it !! they did not care at all!!! not even a little gesture! my insurance do not want to refund me because it should be delivered against signature, but how can I do a delivery against siganture when Zalando do not offer this option !?!? I really do not recommend this website!!! run !!!