Zalando Reviews 324

Package lost, 3 time in the rows parcel was sent back to zalando because delivery company FastWay could not find my adres.I was home during time that they try to deliver ( full lie) I was ordering from Zalando many years almost every month since this year I stop. I am disappointed.

I ordered shoes for a wedding on the 6th of April and the confirmation email says i will receive them between 13th & 17th of April. On the 14th of April the shoes had not yet shipped and customer services assured me that i would still have them for the 17th which is reasonable seeing as you can get parcells overnight from most countries to anywhere in the world.
The Parcel apparently shipped on the 15th but the courier company website doesnt recognise the tracking number and customer service now tell me the shoes wont be here until the 20th. The could have walked to ireland quicker than that.
Customer service are useless and said they will be delivered on time by the 20th even though on time according to my email is 17th April

Regular scam, happening to hundreds of people! I sent an order back for £214. They received the parcel back but didn't send any correspondence. After chasing my refund, they refused to help me until I completed a legal document. After literally begging and chasing, zalando then informed me that my refund has been rejected because 'the item wasn't in the parcel' shocked and appalled, I immediately requested more information but they refuse to advise further. 
I have photographic proof I dropped my parcel to evri the parcel shop with the item inside but zalando refuse to refund me and now ignore my emails. Looking at Truspilot and Instagram, this is happening to numerous people worldwide! the issue / scam is far greater than it appears and it’s spreading by the day.

It’s not safe to buy from this company! If you’ve had issues like this, it’s fraud. Please report to Action Fraud, citizens advise, trading standards and share your story on social media and Money Saving Expert

Order over €200 didn’t arrive after 12 days, with tracking showing it in hub. Then, courier returned it to Zalando, saying they tried to unsuccessfully deliver. This hard to believe as one of their own drop-off points was designated, open all day long. Zalando refused immediate refund and I have to wait a week until they get package back, even though they got confirmation of return from courier. They’ll have my money for at least 3 weeks. Disgraceful!

1st order with Zalando. Delivery should be received after 7 days.
For an unknown reason, the package is on the way back to Zalando.
I called Zalando to understand what's going on, they don't know, they can't provide you any information, you can't have a management.

So I paid 200euros, and I'm waiting 2 weeks to get a refund.

1st and last order, worst customer service experience I had in my life.

I cannot fault the customer service with zalando. I have bought some lovely things from this website, great range of brands and delivery and returns are free! I had a return that hadn't been refunded within two weeks I followed up through their online chat and it was refunded straight away.

Bought two pairs of Nike runners from them, much cheaper than other retailers. Delivery took a little while but worth it for the discount. Had no issues at all really and would really recommend ordering from them.

My return parcel got lost on the way. Total cost was more than 200 euro. I submitted the legal statement they requested AND the original receipt from the parcel shop, yet refund was refused without any clarification. Customer support was ignorant and rude. Not the first time I had issues with them but that was the last drop. NEVER AGAIN

I ordered on Zalando many times and I always had a great experience. They have plenty of brands and available sizes, even for the petite ladies, which is not easy to find. Every time I successfully returned what didn't fit properly and got my refund no problem. Once I received an item that was faulty because a piece was missing. I sent it back and got advised for the following time to notify them when I receive the item as opposed to just send it back, but I got my refund anyway. I would recommend this business 100%

I really don't understand the poor scores I've been buying from zalando for about 5 years. I started with the UK site and now buy from zalando.ie I have over 40 orders with .ie and use the app pretty regularly.

Pros:
-Authentic
-Excellent selection ( they have a huge ladies tall range!)
- More Brands than ASOS
-Nice discounts at sale time
-Goods arrive well packaged (recently bought designer bag really impressed at how well protected it was, always very well packaged)
-Customer service excellent, solve problems no drama.

Cons: don't be in a hurry for anything 🐌
-Slowest delivery
- Slower returns.
-There's no next day delivery option for Ireland.
- Customer service can take a while to reply to emails (but when they do, they sort things quickly)

There wasn't the same slowness with UK site, I think it must be a logistics thing in Ireland. Hopefully it'll improve. Either way its worth the wait.

7 days it takes them to dispatch the order? Unbelievable. Never again will I place any orders with Zalando. Who wants to wait more than 10 days to receive the items? This is not the first time but it's for sure the last.

Bought Ray ban sunglasses. Not convinced they are authentic as did not come with cloth, booklet or sticker on glass . Paid 200 euro for. Will never use this site again. Worst online shopping experience.

Great website, good choice, value and easy returns

My first time buying from Zalando and I was nervous because of all the bad reviews. So I contacted them after my order to make sure my Eircode was going to be on my package.
They replied to me very quickly and also assured me I would have my package by the date given, which I did.So I can’t fault them at all and I got the runners €35 cheaper and in the size I wanted . Will definitely have no problem buying from Zalando again.
Thank you

Absolute disgust of customer service who has no shame to lie yo you. Impossible to decipher return policies and policies that only intend you to not return the items.

Wasted a whole 2 hours attempting to return something, then another 40 minutes talking to an incompetent agent called Abigael Mokeira who have the wrong misleading information again to end up the same feking place I was this morning.

Cheap shoes? No, cheap company and service..

NO MORE

I bought some items in November and they came in a big box. I have to return two of these items and I booked a pick up from home via parcel connect several times.
The courier never showed up. I sent an email to both Zalando CS ( which was more helpful and replied to me at least) and parcel connect and neither of them was able to help me. The box is still in my room I will have to pay a taxi and drop it myself.
Very bad service, I don't think I will be ordering again. They shouldn't be offering pick up from home return if they are not able to provide it.

Absolute crooks!! Told me they shipped my parcel, fastway never received anything from them or any notification or an order. They then informed me a week later they lost this in transit and couldn’t post the same item out to me and said they would issue a refund and gave me a measly 10% discount. They then emailed me to say that they had shipped my order, they haven’t and have still “lost” the item?? I would be surprised if they had any of the items they have listed on their so called site. Customer service complete waste of time. AVOID AT ALL COSTS.

I made one order in November ,but received one item delayed in December and most of my order never arrived to me ?2 weeks ago received email saying then my order has been returned to wearhouse and I have to wait 2 weeks for refund. Now 2 weeks past they send email saying they won’t refund me as I have opened case in PayPal , only when I will close case they will process refund ( which again will take few weeks ??🤨 And now when I closed the case they email me saying when the order will arrive then they will proceed with refund??
What is this company? Never seen worst customer service. They mentioned they have high level of refund at this moment so it’s might take longer as usual, maybe try deliver the order do a change and yous won’t need put people true this nonsense with waiting more then month of refund!!!

Anytime I have contacted Zalando customer service, I have found them to be very prompt in responding and rectifying any issues. This is very reassuring because with some other online clothing retailers I have found it very difficult to contact customer service and am often stuck for ages with a chatbot. With Zalando, I have the confidence to order, knowing that if there are any issues with the courier etc, I will be able to resolve them easily with customer care. In my experience, this is where alot of other online retailers fall short

Zalando sent my 3 items separately all 3 parcels got lost apparently tracking they use is questionable and their customer service has not been helpful at all . I waited 2 weeks when I looked for a refund for non-received parcels they were quick to say yes to the refund whenever I get it is another question. How could 3 different parcels go missing ??? that’s if they were ever sent. Take your money and couldn’t care less if you never receive your goods. They must realise once paid for the goods are the property of the customer. I will re-message here on trust pilot if I don’t receive my refund in the promised 3-5 working
days promised.