Zalando Reviews 

Followed the payment instructions from the invoice sent with my package. Apparently, they did not receive my payment because I did not follow the right reference code. Sent them proof with bank statements and a screenshot of the invoice slip. They would still ask me to re-pay and charged the delivery fee twice. Have been a customer for a long time and never had any complaints. One mishap on their end and you are good to deal with endless different customer service reps that would send you standard template mail replies. Not helpful at all, they don't even read through your complaint/request. Like many here sharing their bad experience have said, they lost another customer. There are many other similar alternatives out there with better customer support.

Useless customer service and website. Have not solved any of the issues required. Tried to scam me for 200€, do not use this website.

So I made an order for a watch for my girlfriend. It gets delivered to the Pick-Up shop, I go 3 days after, cause I was in Denmark in the meantime. It has been picked up by someone else. I contact Bring. They say to contact Zalando to have them send a new one, as it has been given out wrong by the shop. Now comes the good time, as nothing up until this point has technically been Zalandos fault:
I fill out the whole 500 words on my issue.
The first reply I get from Fredrik is: “Everything is good, your package has already been delivered”.
My reply: “Did you even read my message”?
Second reply from Tindra: “You will have to send the package back to get a refund or a new one”.
And I have to wait 1-2 days between each useless answer. Like what is going on? If you don’t speak English or understand the issue, just say so. Still waiting for a reply for the third time. My hope is dwindling.

wow, what a terrible experience with gift card. I sent one to my brother yesterday, he tried to redeem it today and didn't work. customer service claimed it had already been used on another order, they give the order number and it's my order number I used to purchase the gift card. I obviously didn't pay for the gift card with the gift card. so dumb, and you have to explain it to them several times before they actually get it. next time I might as well just transfer the money directly to the person.

I bought expensive products that still had delivery fee, it was sent to my last adress by mistake and was left there (thankfully it is my parents house so they were able to give it to me) without any need of identification, the pay was only on paper and nowhere to be found online.

First time customer and i did not get to pay by invoice. Missinformation for payment. Not to trust buying anything there.

I have ordered many shirts from Zalando in the past with no problems. But lately they sent the wrong fit, not once, but again after I complained and a third time after giving me express written assurance that I would get the right size. They will not pass my complaint to a manager and I just get template emails. I have not been able to return the wrong products because of where I live so I have lost a great deal and had to go on trips without the clothes I needed. They really are beyond awful, totally uncaring. In fact you sense that the Customer Service team are having fun sending template emails to frustrated ciustomers who are getting angrier and angrier. Beyond terrible.

I just wanted to show applause to one of your customer service operators, Emma J, for her 5-star service! Following a bad experience from an earlier customer service operator, Emma was a breath of fresh air. She listened to my issue at hand and was sure to take action straight away. Emma reignited my loyalty to Zalando as a go-to outlet for fashion. Thank you, Emma!

I used Zalando for years (50+ orders) and I was very happy with them until recently, when returns were not being registered or took very long time to be registered, but a customer service always helped me out, so big “+” to them. On the down side, you always ALWAYS have to save a receipt from Posten as a confirmation of the return, otherwise you get no help.
Lately I discovered that I can no longer get buy stuff with faktura or pay with my bank/credit cards or PayPal, but I have to do an advanced bank payment. WT,F?! In the era of online shopping and dozens of online shops this is just ridiculous. So now, Zalando totally lost me as a customer.

I ordered a T-shirt from Zalando. After a week I got a message that they had received the T-shirt returned. I NEVER received it, the amount they refunded the next day, without the freight costs. Sent an email, but I'm not getting a refund for the freight.
Very bad service, never buy from them again.

Avoid like ebola. Ordered some stuff before my vacation, chose DHL express (express sounds fast, right? #irony), both packages haven't left Germany and have been returned to Zalando instead. So i investigated a bit by chatting with DHL. Apparently because of my russian name they wanted my pass scan from Zalando as a proof that i'm not some hidden russian oligarch of some sort, already sounds fun, right?.. Need to mention that i am living in Sweden since 1998 and i am swedish citizen of course, but i'm not planning to change my name any time soon to buy cheap stuff. Zalando never contacted me on that matter, all i got was a refund mails. Good job! I'm 100 swedish kronors lighter now because no one gonna refund me that DHL delivery. You just lost a customer, bravo.
update: after a quick chat they refunded for DHL, at least that is positive

Worst customer service ever. If you want to waste your time explaining people around 10 times what is the issue order from zalando. Once they are not able to answer to your question will quit the chat session - arrogant and not professional at all.

Ordered several times, everything great from the delivery to the products and easy return. Recommend, never had any problem

I ordered a pair of Vagabond boots that for me were quite expensive, when I received my orders and opened the VAGABOND brand box, I realised that they have sent me a pair of similar but way cheaper boots. As I could tell the boots were different from the ones I ordered, I looked in the heel to find the branding, finding out that they were not even Vagabond. They had sent me different & cheaper brand boots in the correct Vagabond box, probably in hopes that I wouldn’t find out.

When I told them about this they just told me that I had to make a new order for the boots I originally ordered on their website. I asked if I could get express shipping for free as a compensation and I needed my boots before the week was ending, since I was moving overseas. The lady on the phone then said that she would not be able to offer me any compensation and that was that. She basically said it’s my problem.

Never ordering from Zalando again and wouldn’t recommend their site to anyone.

Sent me the wrong size and now my size is sold out, so there is really nothing I can do. After waiting for 7 days, this is really disappointing. Makes me not want to order from them again.

Ordered shoes from them. They send the wrong size. Send them back and put in another order for my size. They send the same wrong size. And now my size is out of stock and all I'm left with is slow customer support and too large shoes.

Sent me wrong jeans.
Tried to explain that i bought them to have on weekend and if they could send right before return but that couldnt happen. So will never shop there again :/

Wonderful customer service. Never disappoints with the delivery time. Nice collection of brands as well. I would definitely recommend it.

Zalando is the best site for shopping. First of all, orders always arrived very quick and their customer service is outstanding.

There has never been any issues with Zalando in regards to shopping nor the customer service. I am a very happy customer and Zalando will always be my first choice when ordering online.

Good job Zalando!