Zalando Reviews 13,065

Zalando has charged for the same purchase twice, and it is a long process to get the amount refunded. It has taken 2 months so far and the case is not resolved. Now I want to return my item, but it is not possible because it has taken them so long to process the case that the return period has now expired. Incredibly poor customer service.

I wish I read the reviews before I ordered.. I have a great experience with Zalando in Finland,never had any issues,but it’s very very bad in the UK. I haven’t received my purchase,because they use EVRI and they lost it! Every two days they send me the messages that I have to wait few days more .. so after some time they refund me my money back! Such a game..

I bought a fleece of Zalando as a present after Christmas. Unfortunately, when I picked up the item the package had been clearly tampered with and replace with another item, I believe this happened in transit. I can't understand why they use Evri. I called customer services and agreed to send the item back in exchange for a refund. However, after I had returned the item they wrote and said they couldn't offer me a refund as it wasn't the original item, even though I had explained the item had been tampered with. Under the Consumer Rights Cct 2015, the retailer is responsible for ensuring that goods are delivered to the customer in the condition described at the point of sale. After several emails they have refused a refund, and I am following this up with my credit card company. Do not use Zalando for any goods.

Update: I decided to write one final email to them stating the I will make a formal complaint with the Swiss consumer protection department. To my surprise the answered quickly and the next day I received an email saying the refund is on its way. I received the returned funds today. It's a shame that it took many emails and phone calls to resolve, what should have been a simple issue. However, I am please with the outcome obviously.

I have use the Swiss based Zalando app regularly but in December I paid for my last order twice by accident. I sent numerous emails with proof of the double payment, and received a reply from Zalando saying they did not have enough information to locate the double payment. I got my bank involved, who confirmed that two payments were made, one on 19 December and the second on 22 December, I sent Zalando the emails from my bank - no reply. I then called them the following week, spoke with a customer service representative who, after speaking with the finance team, informed me that I would receive a refund in the next couple of days. Nothing arrived. I called again today, and was told that the second payment was used to pay off an old outstanding amount from 2020, which just happened to be for the exact same mount of 152CHF!!!!!! This situation is absolutely abhorrent, completely unprofessional and an absolute disgrace. It seems basic common sense is missing from everyone working in this company.

My order is on backlog "we are preparing your package" for over a week. We are now 1 week past the due delivery date and there still is no possibility to cancel that order. I will have to return it, if it gets ever shipped. Totally unacceptable, unprofessional and abusive.

I've returned a shirt valued 350 DKK, and got a confirmation email telling me I will get 0,35 DKK back. That's clearly a mistake. I want to reach out to Zalando about this, but they have removed every means of contacting them — no contact email, no forms, no phone. That is so arrogant. Their FAQ doesn't address this matter.

Firstly, I do not understand why they use Evri for delivery partner!! Its the worst courier company EVER existed... To top it off, their customer care is the worst.. Each agent says something else to please you, but act completely different. Have been chasing them with over 20 emails / chats, but they processed only part of the returns and still having to chase for rest. Now they seem to have even stop responding to emails!! They tease you with great discounts / offers, but treat it like ebay, where you can only buy but if you ever needed to return any items, surely it will be lost without any refunds!!!

Buy from Zalando and you may well find yourself in a whole world of pain.
Purchased a Tracksuit Set ready to kick off the New Years fitness journey.
The order took an age to arrive, UK customers take note Zalando elect to use EVRI as their delivery partner of choice.
After twice receiving notifications of an imminent delivery swiftly followed by delays the parcel eventually arrived.
With disbelief the package only contained the Tracksuit top….
So the next couple of hours were spent trying to establish a email address, contact numbers or a way of navigating the returns system to inform Zalando that no….its not too small…..not the right style…..damaged…..the list goes on but no option to say it’s incomplete.
Eventually used the damaged form and sent a message outlining the situation. Received a very direct unsympathetic or apologetic email to say they would refund half of the cost of the set as only half was missing!?! It’s like refunding half the cost of a pair of shoes when only one arrives! Completely unacceptable without honesty integrity or respect for the customer.
Will now have to repackage and return the item for a full refund but will undoubtedly be told I’ve only returned half the order.
Shockingly poor on every level and should be avoided at all costs

I paid for express delivery, and not only did it not arrive on time, but the support team was indifferent, reluctant to answer my questions and requests for action, and on top of that, they didn't even deliver on the second promised date. Horrible experience.

I bought a jacket from Zalando as a Christmas gift for my husband and received it on November 22. After Christmas, it turned out to be too small. I was very disappointed to learn that Zalando does not offer extended returns for Christmas purchases and strictly applies a 30-day return policy, even during the holiday season. They were also unable to offer an exchange for a larger size.

Very inflexible and surprising for a large online retailer as Zalando.

I rarely leave reviews, but this experience has been extremely disappointing and exhausting.
I ordered two pairs of shoes during Black Friday and selected delivery to a pickup point. The parcel was returned twice due to courier issues that were completely outside of my control. Each time, I was asked to reorder and reassured that the original Black Friday prices would be honored so that I would not be penalized.
Over the course of more than a month, I had multiple conversations with customer service, repeated explanations, partial refunds, price-match promises, and contradictory information. At one point, refunds were initiated incorrectly, which added even more confusion and stress. Despite clearly explaining the situation and my desire to actually receive the items, the process kept restarting instead of being properly resolved.
Eventually, one of the items became unavailable, and instead of offering a concrete solution, I was told to wait for restocking with no clear timeframe. To make matters worse, after expressing my frustration (which I believe was entirely reasonable given the circumstances), the support conversation was closed with a “do not reply to this email” message, without any final resolution.
This whole process should never be this complicated. Buying two pairs of shoes should not require over a month of effort, repeated orders, and constant follow-ups. The issues were logistical and internal, yet the burden was placed entirely on the customer.
I am very disappointed with how this was handled and expected much better from a company of this size.

Bought a hilfiger coat for my wife for Christmas. I received it November. On site it recommends ordering a size up. Coat is to big and as 30 days have passed they wont accept return. Out 250 euro. Really bad customer service keep sending me same generated email. No extended return period for Christmas....

Great prices and good selection

Delivery is awful. Should have been delivered by 20th Dec but wasn’t even dispatched until 23rd Dec a week after ordering. Won’t use again

I placed my order on 17th December after being given an estimated delivery date of 20th–23rd December. It is now the 23rd December, and the item has not even left their warehouse. Customer Services advise it may not leave until tomorrow.
Because the delivery window they advertised can no longer be met, I contacted customer service to request a refund. Despite the item still not being dispatched, I was told the order cannot be cancelled, which I find unreasonable.
Misleading delivery estimates and very poor customer service. I would not recommend ordering from this company, especially if you need an item by a specific date.

I’ve ordered two items from Zalando in the past couple of weeks. Unfortunately, the first item went missing during transit with Evri. After noticing repeated delays, I felt it was unlikely to be delivered, so I quickly ordered a different pair of trainers and had them sent to another address, as I’ve recently had issues with Evri deliveries.

The second order was placed on Thursday and delivered by Monday, which was very fast. Despite the initial issue, the customer service from Zalando was excellent — responses were extremely quick (often within the same hour), and I was never left waiting days for an update. Overall, it’s been a great customer service experience, and I’m hopeful to receive an update soon regarding the first missing order.

Order number
10511023454427 &
10504023485544

Similar to others review - I faced their scam regarding which I will file a complaint to officials.

Upon the order, there were several options for the delivery (the order was placed on 20Dec):
- free delivery, and
- premium delivery for 39DKK with an estimated delivery on 23 Dec.

It was important to me to get the order before Christmas.

However, I was negatively surprised that my order should be delivered on 29 of December.

When I wrote to Zealand’s, I received an answer that actually I paid for the long distance delivery, not for the premium delivery.

It is a scam! Why would I paid for something that I can get for a free?????

Now my wife stays without a Christmas present and the mood is ruined.

To all customers- stay away from this scam site! I encourage all to file the complaint to your competent authority.

SHOCKING EXPERIENCE - READ BEFORE ORDERING
I placed an order on 17/12 and was offered two delivery options:

FREE delivery by 29/12
PAID delivery (€3.95) with GUARANTEED delivery 18-19/12

I deliberately PAID the €3.95 for faster delivery as I needed the items urgently.
WHAT WENT WRONG:
❌ Order NOT delivered by promised date (19/12)
❌ When I complained, told to "wait until end of 19/12" for refund decision
❌ Then they CHANGED their story - claiming €3.95 wasn't express delivery but "long-distance service"
❌ Said express costs €5.95 (completely different from what was shown at checkout)
THE WORST PART - CUSTOMER SERVICE:
📞 Called customer support twice
📞 Was CONTRADICTED both times
📞 Treated with complete DISRESPECT
📞 HUNG UP ON ME - TWICE
This is absolutely unacceptable behavior from any company, let alone one as large as Zalando.
THE REAL ISSUE:
This isn't just about €3.95. It's about:

False advertising at checkout
Broken promises
Zero accountability
Disgraceful treatment of customers

If I'd known the paid delivery wouldn't arrive on time, I would have chosen the FREE option. Instead, I paid for a service that wasn't delivered and got treated terribly when I complained.
MY ADVICE:
🚫 Don't trust their delivery promises
🚫 Don't expect helpful customer service
🚫 Shop elsewhere - there are plenty of better alternatives
ZALANDO: Shameful, incompetent, and completely unprofessional.
I will NEVER order from them again and strongly advise others to avoid this company.

_____________________________________________________________

⭐ 1/5 - EVITAR A TODA COSTA - Servicio Pésimo y Atención al Cliente Irrespetuosa
EXPERIENCIA VERGONZOSA - LEER ANTES DE COMPRAR
Realicé un pedido el 17/12 y me ofrecieron dos opciones de entrega:

Entrega GRATUITA hasta el 29/12
Entrega de PAGO (3,95€) con entrega GARANTIZADA entre 18-19/12

Deliberadamente PAGUÉ los 3,95€ por entrega más rápida porque necesitaba los artículos con urgencia.
LO QUE SALIÓ MAL:
❌ Pedido NO entregado en la fecha prometida (19/12)
❌ Cuando reclamé, me dijeron que "esperara hasta el final del 19/12" para decidir el reembolso
❌ Luego CAMBIARON su versión - alegando que los 3,95€ no eran entrega express sino "servicio de larga distancia"
❌ Dijeron que el express cuesta 5,95€ (completamente diferente a lo mostrado al hacer el pedido)
LA PEOR PARTE - ATENCIÓN AL CLIENTE:
📞 Llamé dos veces al servicio de atención
📞 Me DESMINTIERON en ambas ocasiones
📞 Tratado con total FALTA DE RESPETO
📞 ME COLGARON EL TELÉFONO - DOS VECES
Esto es absolutamente inaceptable para cualquier empresa, y menos aún para una tan grande como Zalando.
EL VERDADERO PROBLEMA:
No se trata solo de 3,95€. Se trata de:

Publicidad engañosa en el checkout
Promesas incumplidas
Cero responsabilidad
Trato vergonzoso a los clientes

Si hubiera sabido que la entrega de pago no llegaría a tiempo, habría elegido la opción GRATUITA. En cambio, pagué por un servicio que no se cumplió y me trataron pésimamente cuando reclamé.
MI CONSEJO:
🚫 No confíes en sus promesas de entrega
🚫 No esperes una atención al cliente útil
🚫 Compra en otro sitio - hay muchas alternativas mejores
ZALANDO: Vergonzoso, incompetente y completamente poco profesional.
NO volveré a comprar NUNCA con ellos y aconsejo encarecidamente a otros evitar esta empresa.

Item delivered late and then a different item to what we ordered. Replacement (Correct item) cannot be delivered before Christmas.

I shop a lot at Zalando, and I am always satisfied. It is easy and I can get almost all I want for my whole family. And I can easily return what do not fit.
But my experience with Zalando's handling of my order in connection with a robbery at a parcel shop was absolutely fantastic. First of all, you can actually call and write to them, and they speak Danish (since I'm from Denmark). And when I told them that my packages were stolen, they believed me. And refunded my money. The customer service employees are nice and helpful. And I even managed to order new items that arrived before Christmas. THAT'S WHY I shop at Zalando. My warmest recommendations.