Zalando Reviews 324

The product choice is great but the customer is 0/10. They all follow a script and won't give you a proper reply no matter your issue. Like it feels like I'm talking to a bot and tbh maybe I am. -10/10 actually

Updating this to say whoever's running this are absolute sc*mb*gs. They said they tried to delivery it but there was an issue. This is impossible because I sent it to my family home where my mam works from home and my dad is retired. They rarely leave home. Also I've been tracking it and it hasn't left Germany. So I rang only for them to say it'll take 10 working days for a refund and then I'd have to re-order it even though I got the last one. I will NEVER be shopping here again. Which is so sad because I've shopped from year for years and it's been great until now.

Unfortunately no longer reliable. I have been ordering from this site for years and all of a sudden some items in my returns are not being processed - I assume the warehouse staff are dipping into returns and keeping what they like, hoping no one will notice that a full return wasn't issued. Trying to get money back for the items has been a nightmare. So sad that whatever cost cutting or bs overhaul they did has affected the quality of the site, especially now they are pumping out ads - people will just learn to stay away due to word of mouth and run back to ASOS.

I’m experiencing serious difficulties trying to return my parcel. The ParcelConnect online system is just not working properly. I’m unable to reset my password, log in, or even register using a different email address. I wanted to arrange a home pick-up return, but it’s impossible; nothing on the website works!

The guidance on the Zalando website about how to return a parcel and where to find return locations is also very poor. The search function for addresses or Eircodes doesn’t work. I’ve been trying for over an hour and still can’t figure out how to return my parcel. Very frustrating experience.

Worst Experience ever. This company is running a scam. I returned my order as i got the wrong item. its been 20 days and still no refund or acknowledgement that my return is being processed. Have written numerous email but no response. The option to chat no longer appears on my account, so i am assuming they have limited my account to ensure i dont contact them. Whenever i call the CS, my number is put on a long hold after which the agent tells me to everytime that they have no update.

I purchased a few pairs of black mens dress shoes to pick out one pair for an upcoming wedding. One pair was great, so I kept those and returned the others. All shoes were tried on at home, only worn for this purpose. Literally only tried on, and put back into their boxes to be returned.
Today I received an email stating "We have received the return of your order, and after checking the returned item - PI912M0EU-Q120046000 - we noticed signs of usage.

At this time, your return can not be accepted at this moment - our 100 day return policy is only valid for items that are returned in their original condition. We haven't received a message that there was a problem with this article - if you are unhappy with an item in the future, please let us know as soon as possible."

This is COMPLETELY FALSE! I now have to pay for shoes that I did not want, and did not wear. Absolutely ridiculous.

My parcel supposed to be delivered by today, and since they used fastway (the worst company in Ireland), I'm living above the shop, their driver NEVER contact you or text you to collect your parcel, I mean what am I supposed to do??? standing and waiting outside of the building from 7am to 7pm just for my parcel??? not need to work not need for foods???

Thanks delighted with trainer's I ordered.
I took the chance even though I seen all the terrible reviews but zalando was the only one who had the trainer's I wanted, anyway all went smoothly for me 1st time ,so took the time to review because people usually just review when it doesn't go right, got my order next day after expected delivery time so can't complain.

I’m a customer for 10 years now and the service from Zalando is great. But since I now live in Ireland and you are using fastway, I truly have to think about ever ordering with Zalando again. I would happily pay a bit for delivery if you would never use fastway ever again!! Fastway is the worst courier service worldwide and I cannot believe how a company like Zalando can start using them??? Please please please use AnPost or any other courier service available here in Ireland but stop using fastway. Fastway leaves packages out in the rain- we all love Zalando paper packaging but for that you need to use a courier who cares!!!! I want to give you 5 stars again, but I can’t since you using fastway, looks to me like, you have given up on your customers. So whoever lives in Ireland, stay away from Zalando until they wake up and change to another courier again!!!

This was the first order I ever placed with Zalando and not a small amt at 350 euros. I ordered before I saw the negative reviews, 6 items in total, then looking at the reviews I was a little worried. However all goods were delivered well before the expected date, they were delivered 3 working days after the order was placed, well packaged and all as expected. I sometimes feel people only post negative experiences hence why I have posted this and would recommend based on my experience 🙂

Refused to refund me despite me providing proof of return receipt.

Zalando refused to refund me for a pair of trainers I returned. They claim that the box was empty when it reached then and insinuated I did not return them (Very insulting). I argued my case and provided proof of return receipt but they refused to listen. They failed to provide me with images of the parcel when it arrived in their depot and avoided every question I asked, just dismissing me each time and saying the had reviewed the return and a refund would not be issued. They also refused to respond to some of my emails, leaving me 2 days waiting, and only replying when I would email a second or third time pressing them to reply. Very poor customer service when a customer is desperate to get to the bottom of an issue but is ignored.

What conpany has the right to refuse a customer their money, it is a joke! What good is a proof of return receipt if a company fails to accept it as proof of return. Absolutely ridiculous system and no acknowledgement or acceptance that I the customer acted in good faith, instead leaving me feeling like I had been dishonest and I was to blame.

It is blatantly clear that my parcel was interfered with or tampered with on some way during transit back to Zalando, something I have no control over as a customer. This is the same return courier that Zalando force customers to use for returns - IT IS NOT RELIABLE AND I SUGGEST YOU AVOID.

AVOID, Customer service are rude and dismissive aand will ignore your emails.

Ordered a second pair of trousers of same brand and size but arrived far too small. The return label does not show easy return steps, it shows a fake link with no information regading nearest drop off location. Total nightmare. Might be free to return an item but why pay delivery charges twice for an exchange?

Oh dear! What a disastrous decision to purchase from this website. I don’t know where to start. Order has not updated and is in packing for ages. The details they have for my order are incorrect as in the date of transaction, the card used, the amount paid. Back and forth with very nice customer support - but it’s a different agent every time.
After being told it was awaiting collection by courier and nothing happened…. It’s their last chance now and I’ve had to send the details of my bank transaction. Will request a refund if nothing changes. Exhausting and painful.
May Updated to say that I did receive the order after the customer service figured out that my package was in limbo because the item had to be sourced from abroad and the person who normally sanctions the dispatch was on holidays. 🙄

It is a literal order gamble. I placed a few orders on Zalando over the years. The first time a couple of year ago everything went smooth despite some delays in delivery. Then last year I placed big orders in late November for several xmas presents... they arrived after Xmas with some 2 weeks delay. Now I had decided to try again... I placed 2 orders for several items for about 1k eur. The first order was announced for delivery, no one showed to deliver and the day after I got a confirmation that my order was being returned to sender. No explanation, no way to trace it or replace it as most items sizes were now gone. The second order is on holidays somewhere in europe, no one knows where it is. Shipped on April 1st [probably an april fools] but the tracking number doesnt work at all.
So there you have it! UNRELIABLE to say the least, the customer service is useful when it's about an easy question but in my case completely useless, they just keep hanging up the chats and via email they just send these pre formatted text that just get on your nerves.
I don't know who's to blame, Zalando incompetence or inability to provide customer support or Fastaway logistic hellish way to provide a shipping service straight out of the middle ages.
NEVER AGAIN. What you save in money you spend it in liver regeneration.
What's worse is they don't even acknowledge the issues or try to make it up to you, nothing.
I know you will survive without me but i sincerely hope that more and more will hop off this sinking service to just let you disappear into the abyss of uselessness where you belong.

Super quick delivery, was a bit concerned as couldn't track the parcel. Arrived exactly on a day was promised and exactly what was expected. Thank you!

I’ve been shopping with Zalando for a while now and I’m really happy with their service. They offer great discount, and even if it takes a bit longer to reach Ireland, it’s doesn't bother me.
Their customer support is excellent. Anytime I’ve had an issue, they’ve been quick to help. Most recently, I had a problem with a pair of runners after 6 months of light use. I contacted them and they immediately sent me a pre-paid return label. Once the item was returned to them, I got a full refund.
I’m a very happy customer and will definitely keep shopping with them!

I got a notification that Zalando received my return ,a white ago but still no refund, unacceptable

Will not use this company because they use fastway. I contacted zalando directly ages ago to advise them about the uselessness of fastway as a courier service but obviously they still use them, there is no way I'm going to order expensive items and then they never get to me.

To be honest Zalando were great with my order. Dispatched 1 day after order. My gripe is that they use fastway. Why I have no idea. They are the most useless logistics co that ever exists. A notification stated parcel would be delivered Monday which came and went. No parcel in sight. Two days later someone from the rugby club brought my parcel saying that the driver from fastway insisted that he was at the correct address even though the club told him that he was not. He just walked off leaving the parcel with them. This is not the first time that fastway have messed up my deliveries. I will in future not buy from any company that uses fastway. Sorry Zalando but you need to up your delivery game.

Totally disappointed, stay away of this company!

Do Zalando not realise that their AI generated product images are incredibly unrealistic, weird and off putting.
so why are they using AI as a marketing tool.