Zalando Reviews 324

Fantastic fashion l always find beautiful cotton tops . It takes a while for delivery but the clothes are amazing quality

Not even worth 1 star..avoid and order from somewhere else. 10 days to delivery and no update from courier ....kept extending. Now they say it has to return to warehouse. I asked for refund they say will take 14days and not unless item comes back to warehouse. They packed it, booked for delivery with courier ...now its on customer ....will not refund until they have item.....why?

Read in review about SEAN being rude and unhelpful...yeah same guy today

Ordered shoes the wrong size came rang the helpline and they were no help whatsoever

Same (incorrect item sent twice) rang the helpline where I spoke to Sean who offered absolutely no help. Just told to return it like I did the 1st item. When emailing them directly all I was offered was a refund when item returned which is what I'm entitled too anyway. Overall the experience was a complete joke. You can shop elsewhere for same if not lower prices and receive the item you order and if not at least receive some sort of help when there is an error made on their part. Shocking

Very rude chat with Sean. He disconnected the chat before I could ask other questions or agree to whatever they had said. And before that I had tried to login to their chat service 3 times but kept getting an error and would have to log out and try again. And Finally when I get an agent I get one who wanted to get off the chat as quickly as possible:/ Usually you expect that they at least ask you if you had other questions, but not Sean!

What an absolute disgrace that the email address given to me by a customer service agent to make a formal complaint is “unattended”.
There is absolutely no complaints procedure and considering the state my order was delivered in I’ll never buy here again.
Order number 18904002205817

A front company that ships from overseas therefore delivery timeframes inaccurate. Very disappointed

Placed two separate orders 3 weeks ago. Still haven't received them and when I contact customer service all I get is rubbish and incompetent people who just use a copy and paste automated response. Asked several times to receive a phone call from a manager and it has been ignored. They then asked me repeatly to print out a form to confirm I didn't receive my deliveries even though I told them repeatedly I don't have a printer and they need to provide an alternative solution. I got so frustrated with them that I directly sent an email to Zalando CEO about how horrendous they are and he hasn't acknowledged it, so I guess the sh*t behaviour stems from the top. Goes without saying it'll be my last ever time ordering.

Today, when ordering a product the delivery time was different. However, after ordering the product they changed the delivery time. Zalando officially shows the near time to sell products to people and send the product at a different time! This is really an issue that will victimise people.

worst delivery ever. i dont understand why zalando uses fastway. it has been almost 3 weeks and i havent receive any and zalando keep on dodging and refused to help stating the order is on the way and ask me to be patience. my patience has run out now. i will never use zalando and other companies that use fastway as their delivery method

Does this company really have a manager team? do you take time to read all the bad reviews? My experience with Zalando is really bad as I returned an item and Im still waiting for my refund back, not answered whatsoever for any customer service team! What is the purpose of this company if they don't really care about customers at all!

Very disappointed. I have ordered Nike for a child for Christmas and they sent completely different colour. No time for a new order.

AVOID THIS COMPANY
Ordered a Coach Tabby 26 bag as a gift, a bag which costs nearly 500 euro. Bag arrived with straps to bag missing. The bag arrived in a cardboard box with no dust bag, or any kind of wrapping, plastic, tissue to protect it, absolutely shocking for a premium product. avoid avoid avoid!!!

I don't understand at all why such big companies as Zalando and Asos use Fastway delivery. It's the worst delivery. There are always problems with it. I myself had a bad experience with them. The courier number 440 stands out in particular. Theft at the highest level. Where does he put the goods? For himself? I wanted to recommend changing the delivery company. I'm tired of asking for a refund!!! There has never been such a mess.

Avoid buying anything !
I am incredibly disappointed with how Zalando handled my daughter’s complaint regarding a missing item from her order. Despite her raising the issue and even having a witness present when the package was opened, Zalando dismissed her concerns with a generic three-line email claiming their logistics team had handled everything correctly.

This response not only shows a lack of care but also implicitly questions her integrity, which is even worse. It’s disheartening to see such poor customer service from a company we trusted. My daughter is left disappointed, out of pocket, and with no resolution in sight. I expected much better from Zalando.
As a previously loyal customer, I will never buy from Zalando again. I will also make sure to warn others to avoid this hardship, especially during the busy holiday season when trust in a retailer is so important. This experience has completely eroded my confidence in their service.

I ordered a €220 Versace watch as a Christmas gift, but when the parcel arrived, the watch was missing from the box. I immediately contacted customer service and returned the package, expecting the issue to be resolved. However, they refused to issue a refund, claiming that all items were scanned and packed correctly.

This has been an extremely frustrating experience. Despite providing proof and returning the empty box, they have refused to take responsibility, leaving me without the watch or my money. I feel completely robbed. I would not recommend this company to anyone, as their handling of the situation has been unacceptable.

Similarly to all of the other poor reviews on this page I have had an ordeal dealing with their customer service team after receiving somebody else's order instead of mine. Their customer service reps are completely incompetent and continuously reply with generic emails to detailed questions, and never seem to actually understand the issue. I threatened contacting the Consumer Protection Commission and again received a totally nonsensical answer from one of their reps. However the minute I mentioned the Small Claims Court I got a response from a capable rep who sent me a Legal Form to fill in. Within 24 hours of returning it to them they processed a refund. So I would definitely recommend that approach with them. If they are still unhelpful it is pretty easy to make a Small Court Claim, I would have done if the issue had gone on any longer.

Do not waste your time or money. Do not waste your sanity with customer services.

I bought two Timberland jumpers, at least 30% cheaper than Timberland site. Delivered to Dublin within a week. Can't fault them at present and would buy clothes from them again, no experience of returns so review could change depending on their customer service.

I recently ordered a pair of boots for €329 from Zalando, and the experience was deeply disappointing. The boots arrived in an oversized box (80cm x 60cm x 40cm), causing them to move around during transit. One boot had visible scratches, and the soles were marked. When I contacted customer service, their only solution was to return the boots—even though they were out of stock in my size. Adding to the frustration, the boots were reduced to €269 on the same day. My request for a price adjustment was denied, leaving me with the options of keeping damaged boots or returning them.

Making the return was another ordeal. The massive box was impractical to carry to a drop-off point, and Zalando doesn’t offer courier collection. After further unhelpful responses, I was told I could tape the shoebox itself and attach the label, despite risks of further damage during return.

This experience highlights poor packaging, inadequate customer support, and questionable quality control. Buyers should also beware of restocked items that may have been returned damaged or even worn without proper inspection. Sadly, Zalando’s unreliability and lack of reasonable resolutions mean I won’t shop with them again.