Zalando Reviews 22

I ordered an kit that was for my size and got one three size smaller. And it's not the first time.

I tried to return a pair of shoes but the bar code is not accepted at the delivery box, nobody to talk to on zalando website (Bucharest Romania as location and using bar code issued by zalando partner:PACKETA)

I ordered boots during Black Friday at an exceptionally good price - significantly lower than other sellers. After nearly 2 weeks of zero movement in tracking, I inquired about my order.
Response: Package was “lost in transit due to human error.” They refused to resend the items (company policy) and offered me the option to rebuy at current prices (much higher) with a promise to refund the difference later.
What bothers me:
1. The “human error” happened to affect precisely the items with the best Black Friday pricing
2. My money was blocked for 2 weeks while I could have bought elsewhere
3. The Black Friday price is now gone - current price is significantly higher
4. Their 10% discount code doesn’t come close to compensating the lost Black Friday deal
They did refund my money eventually, but the timing and circumstances are highly suspicious. It appears the seller regretted the low Black Friday price.
I’ve found similar complaints online about orders “lost” specifically when prices were very low. This pattern suggests potential fraudulent practice rather than honest mistakes.
Order numbers: 15911005072095, 15911005069722
I will not be ordering from Zalando again and recommend extreme caution with Black Friday purchases from this platform.

First time i have ordered and last time,they send me and wrong product and 4 size bigger number ,i wait 10 days to get order and now 14 more days to get my money back,and they dont have anymore this product at price what i buy first time,so to everyone dont borrow anymore this site with money

Really awful customer service, so the boots that I got had a big scratch on them and I tried to search for a phone number or email address for customer service but all they have is a form on their site for unhappy clients. I went there and wrote about my boots and after some time I received an email that said they were going to return me 54 lei for an order on which I paid almost 400!!!! They don’t change the product even if it’s their fault like if I want a flawless product I have to return these, wait for 14 day to receive the money back and order again, when they could just switch the product. Also 50 lei???? I actually feel offended. Even if I kept the boots, it would cost me way more than 50 lei to repair the scratch that was actually THE COMPANY’S FAULT!!!

I return my purchase and they didn't give me back the amount that was payed for the product.
I called them 4 times in the last two weeks and still nothing.

The return service is the most execrable I have ever encountered, the site's policies are totally lying as the return is received within 14 days of pickup by courier and the support is of a despicable quality.

Doesn’t even worth your time. 3 orders on this site/app in Romania. Delivery problems with 1st and 2nd order - delivered after more than 15 days.
3 order returned, over 25 days since I am waiting to receive the refund!!!
Never again!

Poor customer service, disinterested staff and poor choices of delivery services. Typical - focused on profit and not standards.

“I was disappointed with Zalando’s services. I placed my order on Saturday, but the package won’t arrive until Friday. Personally, I find that unacceptable. Their delivery is much too slow.”

I placed an order at Zalando Ro and paid in advance. After 3 days, I have been asked to make the payment, I sent them proof of payment and received confirmation that my order will be process straight away. The following day I received a second email that my payment went through and they will start preparing my order.
It was an urgent order for an event, which off couse arrived way to late and I had to return as was no longer needed.
Returned my parcel and received confirmation of delivery, plus I was informed that my refund will take up to 5 working days.
10 days later still no refund.
Contacted them and only at that point they asked for my bank detalies so my refund can be processed.

Terrible experience and customer service.

Let's start with no support...at all. You can say if a company is client oriented when they provide clients with contact details.

In my case, I wanted to return something and the process failed to create the pick up order. The return process is miles away from their competitors...you are being asked to manually add all the details while this is in general an automatic process. When this process fails...you have zero contact details...you are on your own. Disappointing.

I bought couple of items from this store.
The experience when I’ve made the purchase and when I needed to return an item was ok.
The reason for my 3 stars rating is that I have bought an hat from carhartt, and I was quite unhappy with the quality of the product. I wanted to write a review to the product on their store, but they do not have this option. Very strange!

One of the worst customer support experiences I have ever had.

I bought a gift card thinking that you can use it on purchasing a watch since it was not mentioned anywhere in the terms and conditions that you can only use it on fashion items.

I contacted the support and they are aware that it is not written in the terms and conditions that you cannot use it on items other then fashion but they refuse to give a solution and only say that it will not happen again which is not a solution.

They keep copy and pasting the emails and refuse to escalate the case to a complaint team.

Completely unprofessional and a big scam. I wasted my money on something that is unusable.

You have to send 2 emails every time so they can respond to you after the 24h pass.

On the 1st of Nov i placed an order to Zalando, on the 3rd i received a message that it had shipped and that it will be delivered between 8-11 of November. Normaly you receive a tracking number that you can check the status of your order with. On the 8th i still did not have a valid tracking no, so i called customer service and they said i had to wait until the 11th before they can do anything about my order. Called again on the 10th, git still same answer. On the 11th they finaly agreed to check my status, but said they had sent an inquiry to the courier, and i need to wait for at least 4 more days for an answer. I got in contact with the carrier myself to check status, and the carrier confirmed they had not picked-up my package. Called them back, asked to speak to a manager. They said they could not transfer my call, and a manager will be calling me in a while. Did not get the call so i called back on monday, specifically asked they don t cancel my order as they could have easily shipped it again. They said they would come back with an answer and canceled my order. During the several calls i had with them, it felt like i was talking to a wall. I have NEVER SEEN SUCH BAD CUSTOMER RELATIONS, and i am a frequent online customer. Horrible experience! Avoid at all cost! Not worth the headacke