Zalando Reviews 13,065

Excellent Service & great prices

I really was vary wary of using a company I'd not heard of before but they were great. I received my first order swiftly & so ordered again with the same great service. Thanks Zalando, I'll be back:)

Crap customer service. Missing item which took an age to get resolved and get my money returned. It was as though it was my fault. Just avoid!

Order: 11401083429949

Zalando sells New Balance shoes that end up hurting my feet, zalando does not have customer service and new balance redirect to Zalando.

I wont buy from any of them. Liars.

After several years of being a client my account got randomly blocked by Zalando! No information why, but also, no information who to speak to / how to unblock it - zero customer service. The only way to contact zalando is to..log in to your account (!) If I had a lot of free time I would go to the ombudsman. AVOID!

It’s nearly impossible to return an item.
Say if you have the wrong size and you want to return it then you’re just stuck screaming at your device trying to find a way to return said item..I have never had that experience with an online store. I hope their life is filled with the same experience as I have had with them…

I ordered an expensive watch from Zalando. Its arrived and did not like it. I returned it in one week. I was expecting to get refund but nothing happened. At the end of second week i called the customer service and they told me the package arrived in warehouse but there was no product in it. They told me 'be relax, we will take care of it. pls fill this legal statement.' I did it and i also find both order PostNL link and return PostNL link. You know, PostNL always weigh the packages before accepting them. And in both PostNL tracking link the weight of the packages was 0.22 kilograms. I shared this details with Zalando as well. Then one week passed, nobody is contacting me. I called again and they said sorry we are not giving your money back!! Why am i paying for anybody else's irresponsibility or mistake? I dont know what happened the product itself but when i returned, it was inside the package! What should i have done, delivering it myself to Zalando warehouse!? I will never order from Zalando again!!

no information about parcel, poor customer service, helpless staff
not recomended

So far I have only good experience

Great service - paid with klarna

Selling fake goods, bought some adidas Samba, they came in a brown box, rather than the genuine adidas box one would expect. Plus the quality of the trainer is clearly not up to standard!

Ordered shoes 10 days ago to a Royal Mail collection point. They were sent with Evri after two days and showed on the way, but when they arrived at the delivery depot, the package was delayed and never arrived (8 days later). Zalando's customer service does not exist; they were rude, lied, and provided no solution. I alerted the delay after 5 days and was promised they escalated it to their delivery partner, only to find out today (another 5 days) that they have not done anything, and only now, once I fill a declaration, they will start this process in two business days. I will never use their services again and would highly recommend you do the same.

I am writing to share my extremely negative experience with Zalando regarding order 10206185610406. I ordered a jacket in size M, but received size XL instead.

I returned the incorrect item promptly and in accordance with the rules. Both Richard Kamau (email dated August 8, 2025) and Thamar Losekoot (email dated August 23, 2025) explicitly confirmed that my returned item could be sent back to me.

Despite these written confirmations, as of September 15, 2025, my item has not been returned and no proper resolution has been provided.

Repeated interactions with Zalando staff (emails to Destan Masik, Hazal Lebbink, Karolina Gawlik, Patryk Holloway, Martin Meli between August 26 and September 15, 2025) were ignored or answered with irrelevant standard responses.

Zalando even claimed that the returned item “is not from Zalando or a partner,” which is factually and legally incorrect. This clearly violates Dutch consumer law and the EU Consumer Rights Directive (2011/83/EU), where the burden of proof lies with the seller when disputing the identity of a returned product.

Outcome:

My money has been taken by Zalando.

My correctly returned item has not been returned.

The company has failed to comply with consumer protection laws and customer obligations.

Recommendation: I strongly advise against purchasing from Zalando. My experience shows that the company is unreliable, negligent, and unresponsive when resolving legitimate customer complaints.

Supporting documentation: Emails from Richard Kamau (08-08-2025), Thamar Losekoot (23-08-2025), Destan Masik (26-08-2025), Hazal Lebbink (01-09-2025), and others are available as proof.

Ordered a jacket on Friday morning about 8am, parcel arrived before midday the next day. Free delivery. Evri left parcel in an obscure place and wasn't aware it has arrived, but that's a problem with Evri

I placed an order in July it is now September still not received the item and they won’t issue a refund.keep emailing and calling just to be fobbed off and phone put down on me! I’m furious! So I’m £95 down and no trainers. Terrible!! Stear clear of this company at all costs!!! I would have given zero stars but can’t.

Quick to take your money but seemingly impossible to return items which are the wrong size. I booked a collection the day after I received a shirt that was too small.
They never collected it so I contacted their customer service who promised an email with confirmation tha they would collect the return.
Nothing has been received.
Companies like this should be stopped from trading. They actually operate in a way which is dishonest as they make returning items so difficult.

I ordered a product from Zalando, which was initially fine but developed a defect after normal use. I contacted customer support on 10.07.2025, who instructed me to return the item and assured me that I would receive a full refund within 14 days.

I returned the item promptly and received confirmation that it was received. However, it has now been over two months that I'm asking for the refund, and I still have not received it.

I am extremely disappointed with Zalando’s handling of this issue. The lack of timely refund and poor follow-up from customer service has caused unnecessary frustration. I hope they process my refund immediately and improve their customer service for future buyers.

a brand that support killing children and women with a cold blood deserve to fall.

I placed an order with Zalando for several maternity and nursing clothing items. The parcel was marked as delivered on a Saturday, but it was left in an unsecured location, specifically, in the bushes outside my property. Upon opening the package, four items were missing.

I contacted Zalando immediately. Their response was definitive:

“We have reviewed your claim and proceeded with all the necessary checks. Unfortunately, we cannot offer you a refund at this time as the carrier confirmed the parcel has been successfully delivered and received at the indicated shipping address.”

No supporting evidence was provided, no packaging details, and no explanation of how the parcel was verified as “received” when it was simply left outside.

Attempts to escalate the matter were blocked. I was told there is no one to escalate the issue to. My request to speak with someone via live chat was declined, and during a phone call, the representative hung up on me. This made it impossible to have a meaningful conversation or resolution.

I paid for items I never received. Zalando has refused to refund the missing goods, effectively stealing money for products that were not delivered. This is not just poor service, it’s a failure to uphold basic consumer rights.

To formally escalate the issue, I submitted a data access request under Article 15 of the UK GDPR, requesting:

Communications between Zalando and the courier regarding this delivery
Proof of delivery and packaging details for the full order
Internal notes or decisions made regarding my refund request
Any other personal data held in relation to this order

I am hopeful that Zalado will respond within the legally required one-month timeframe, as failure to do so will raise concerns about their compliance with UK data protection laws, which I will make sure to report to the relevant body it comes to that.

This experience highlights serious deficiencies in Zalando’s delivery practices and customer service. The refusal to investigate missing items, the lack of escalation pathways, and the outright stealing of money reflect a business model that does not prioritise customer protection or transparency.

I would strongly advise against ordering from Zalando, particularly for essential or time-sensitive items.

Fast delivery is not really that fast and delivery dates do not guaranty delivery on that date. For example, if you on 2nd day of the month and it is just after the midninght and compose your cart of items that should be quickly delivered the 4th day of the as it claims on the site, the delivery can come on the 5th day afternoon ruining your plans. If you are in urge to get something before certain day, choose another store instead.

I will have to return all items ordered for special occasion, because of delay I no longer have use of them.