Zalando Reviews 13,065

I returned trainers with Zalando courier who knew to collect goods.

However they have a no paperwork system so I have no record of returning goods and now no refund of £155.00!

Please AVOID Zalando as new system means you will not get a refund and I do not want another customer to be in same position as me!!

This was my very first purchase at Zalando, a pair of shoes worth 120 EUR. The size was wrong so I returned them, following their instructions. They sent their courier to pick up the shoes. After 20 days I have not received the money back and no messages, I contact them and they say they received the box but it was empty so they refuse to refund me!! I am trying to convince them that it's not my fault but no way, just a waste of time. Terrible. They are a scam.

UPDATE: This is the response from the customer experience team who can clearly tell I am frustrated and this is not the right resolution to the query:

Happy Day ❤️ - Yuranis should not be working in customer service.

I made the purchase with my bank card and they are refusing to transfer me the funds accordingly.

I have made a purchase with a code from a discount card from work that allowed for a small discount of the website, using my Sabadell bank account as the payment method. When requesting more information about my refund, the company can only provide a credit to the store account. I spent over 130EUR and would not have made a purchase if I knew this would not be refunded to my bank account. The customer service has been frustrating and not helpful even though it's the first time this has happened.

“I now understand why this website has such a poor rating. I ordered a series of products, and everything arrived late and in separate shipments. It was a complete mess and a very frustrating experience for me. This was both the first and last time I’ll be ordering here – never again!”

Good quality service , very happy with products from pier one

Tried to contact customer service today. Twice I had the operators hung up on me.
This is unacceptable!

I read the reviews after I bought trainers from them, so I was very nervous. No need to be, they got delivered within a few days.

Twice I received a damaged box with missing items from my order. Contacting customer service didn’t help — they claimed everything was fine on their end. In general, they just ship the packages and don’t care what happens afterward. Terrible attitude — I strongly warn against them. If you place an order and don’t receive everything, you lose your money. Really disappointing, Zalando. Really disappointing.

came late and customer service wansnt helping me

I ordered a pair of Nike air DN's size 11uk, they were the cheapest I could find at £75 and stupidly put the order in before checking if the site was safe to then come here to see all the bad reviews 😭, but fortunately for me I had a great experience 👍, I put in the order Friday tea time, it was dispatched on Monday and arrived on Tuesday so absolutely fantastic service, I'll definitely use this site again going off my personal experience.

Ordered many times, always excellent service!

Selling fake bags as genuine rude Indian call Center staff. No supervisors or managers will come on the phone. They just put the phone down on you when you tell them they are selling fakes

Ordered two items, waited over 2 weeks for them while they kept getting delayed. Send emails, finally got in touch with customer service through a chat and heard that both items were cancelled because they weren’t even in stock at the time I ordered them (over two weeks prior)

I was super dubious ordering from here after checking out the Trustpilot reviews, but I honestly don't have a bad word to say about my experience. I ordered 2 pairs of trainers that I couldn't find the size of in the colourway I wanted anywhere other than on Zalando. They were also cheaper than buying direct from Adidas. After purchase I was sent an order confirmation and then a link for all the tracking info which was updated along the way. I was informed that my 2 pairs would arrive in separate parcels and so they would arrive at different times. 1 pair came on the date specified and the 2 pair came also on the date specified. I was unsure of the size I need as I have to wear insoles which take up some space in the shoe. I made my selection, started the returns process online which was all very straight forward. Dropped the return back with Evri and the same day had an email from Zalando to say my return was on it's way back to them. The money for the return was back on my card in less time than stated in the email. Honestly, the experience of using their page could not have been better. I don't normally bother to write reviews but seeing as there are so many bad ones for this site I felt I had to! I'm not a bot and this is my genuine customer experience. Perhaps I got lucky with the process, but based on this experience, I would order again from this website.

They steal stuff then dont refund you.

Estoy profundamente decepcionada y molesta con el servicio de TheLand. Hice una devolución de unas zapatillas, y ellos aseguran que recibieron una caja vacía, negándose a hacerme el reembolso. ¡Eso es completamente falso! Envié la caja con el producto completo, bien empaquetado, como correspondía.

No solo me han hecho perder dinero, sino que también me causaron una gran frustración y pérdida de tiempo. Su forma de tratar al cliente es inaceptable, y esta experiencia ha sido una pesadilla. ¡Cuidado con comprar aquí! Si tienen un problema con su pedido, no esperen que respondan con justicia o responsabilidad.

Voy a dejar una reseña negativa en Google para que otros no pasen por lo mismo. No se puede confiar en esta tienda. ¡Una vergüenza total!

Here is the English translation of your message:

⸻

I am deeply disappointed and upset with the service from TheLand. I returned a pair of sneakers, and they claimed they received an empty box, refusing to give me a refund. That is completely false! I sent the box with the full product inside, properly packaged as required.

Not only have they made me lose money, but they also caused me great frustration and wasted my time. Their way of treating customers is unacceptable, and this experience has been a nightmare. Be very careful buying from them! If you have any issue with your order, don’t expect them to respond with fairness or responsibility.

I will leave a negative review on Google so others don’t go through the same thing. This store cannot be trusted. Absolutely shameful!

ZALANDO AS A COMPANY ARE THE BIGGEST SCAMMERS IVE EVER COME ACROSS IN MY WHOLE 32 YEARS OF LIFE. PLEASE AVOID AT ALL COSTS. I ORDERED A VALENTINO BAG FROM THE TIKTOK SHOP AND IT ARRIVED DAMAGED, IN THE SPACE OF ORDERING AND RECEIVING MY TIKTOK ACCOUNT WAS HACKED AND NO LONGER ACCESSABLE. I CONTACTED THEM BY PHONE AND EXPLAINED THE SITUATION, I WAS TOLD TO RETURN THE BAG WITH THE RETURN LABEL INSIDE THE PACKAGING AS I COULDNT OPEN A DISPUTE, I QUESTIONED THEM ABOUT THIS AND SAID HOW CAN I MAKE SURE I GET MY REFUND IF I HAVENT GOT THE MEANS TO SPEAK TO ANYONE, THE WOMAN TOLD ME TO PUT A WRITEN LETTER IN THE BAG EXPLAINING THE SITUATION AND RETURN, WAIT 14 DAYS AND I WOULD RECEIVE MY REFUND. I THEN CONTACTED THE PEOPLE ON THE PHONE LINES AGAIN TO BE TOLD I NEED TO CONTACT THEM DIRECTLY THROUGH TIKTOK SHOP. I THEN WENT ON TO MESSAGE THEM 30 TIMES THROUGH TIKTOK SHOP IN THE SPACE OF A WEEK AND A HALF EXPLAINING MY SITUATION AND SENDING THE RELAVANT INFO LIKE ORDER DATE, EMAIL ADDRESS, HOME ADDRESS (to which it was delivered) NAME ON THE ACCOUNT AND ORER NUMBER!! I SENT SCREEN SHOTS OF EVERY SINGLE THING, THERES NOT A SINGLE SHRED OF DOUBT THAT I AM THE PERSON THAT PURCHASED THE ITEM. I LITERALLY SIGNED FOR THE BAG ON MY DRIVEWAY, IM IN THE PICTURE!!!! I HAVE THE RETUN SLIP, THE TRACKING SAYS ITS BEEN SIGNED FOR AT ZALANDO 5 DAYS AFTER I POSTED IT! I HAVE BEEN IGNORED TIME AND TIME AGAIN IN REGARDS TO THIS MATTER. I HAVE EMAILED THE PEOPLE AT THE “SERVICES” EMAIL TO BE TOLD AGAIN TO CONTACT THE TIKTOK CHAT WHO ARE IGNORING ME!!! I AM ABSOLUTELY FED UP. MY £84 HAS BEEN STOLEN AND I AM BEING IGNORED. I EVEN MESSAGED SAYING IF YOU DONT WANT TO REFUND ME THEN SEND ME THE FALTY BAG BACK BECAUSE AT LEAST THEN ILL HAVE SOMETHING!!!! ALL THATS HAS TO BE DONE IS THE MONEY REFUNED TO THE ORIGINAL PAYMENT METHOD!!!

Placed on order using a gift card, returned my order, got my refund on my gift card and they blocked my account and said that I won't be able to access my refunded money or get back into my account. Customer Service is absolutely awful, they always end the chats if they don't know how to resolve an issue and they have no clue what they are actually doing. Constantly ask the same questions and they have been useless. Never shopping or dealing with them in the future.

Dear Zalando,

I returned a parcel to you using your official return label and followed all return instructions correctly. However, the parcel was lost in transit by PostNord.

Instead of issuing a refund for the missing return, you have offered me a 10% discount code. This is unacceptable.

I have been in contact with PostNord, who confirmed that you have not initiated any investigation, despite the fact that your customer service has informed me via email that you have contacted them.

It has now been over a month, and I still have not received my refund. I find it extremely disappointing that your solution is to offer a discount code instead of resolving the issue properly and refunding the money I am rightfully owed.

Since the return was sent with your return label and shipping partner, the responsibility lies with you under EU consumer law.