Zalando Reviews 

Absolutely Horrendous Experience – Never Again

I ordered just a simple cap from the Zalando app, and what followed was the single worst shopping experience I’ve ever had. The delivery service, PostNL, claims the item was delivered, when in fact it was not. I had specifically selected for my package to be sent to an automated pickup machine. Instead, the courier claims it was delivered to my home address—completely ignoring my delivery instructions.

The delivery required both an ID scan and my signature. At the time of the supposed delivery, I was overseas with my ID in my possession, so there is absolutely no way they could have scanned it. If PostNL checked their own system logs, it would be obvious they bypassed their own security controls. On top of that, the signature they claim to have received looks nothing like mine—it doesn’t even remotely resemble my actual signature on file or the one on my ID.

When I raised a complaint with Zalando customer service, I was met with utter indifference. They simply repeated that they had “investigated” and that since PostNL says it was delivered, there is nothing further they can do. Meanwhile, PostNL tells me to contact Zalando for any queries or complaints. So, I’m left caught in the middle of two companies who are pointing fingers at each other while my item has essentially been stolen.

This is beyond unacceptable. The complete lack of accountability and the refusal to take responsibility is nothing short of disgraceful. Both Zalando and PostNL have demonstrated that they don’t care about their customers, nor about their own supposed delivery protocols.

I will never order from Zalando again, and I strongly advise others not to either. Save yourself the frustration—because if your package goes missing, they’ll wash their hands of it and leave you with nothing

I returned, let's say, 8 items and sent them back all in one parcel. They said that they received 7. I said that one item could not magically disappear. They refused to give me my own money back. I demanded to see a video footage of opening the parcel, as the item was clearly returned. They refused and just stole my money.

What terrible customer service, horrible delivery times and charged me for a package that was not delivered to me and was stolen!! Do not recommend, shop from other places and save yourself the hassle

I was a customer at Zalando for 15 years. Over the past few years, Zalando has gone seriously downhill. What they're doing now is pushing unsellable clothing onto customers. The customer service isn’t the Dutch service we used to know anymore—it’s just foreign workers based abroad, clearly using ChatGPT to translate and send emails.

Out of nowhere, my account got blocked. After endless emails back and forth, it turned out there was no reason for it, and I never even got a notification.

The customer service is completely useless, mainly because these employees have no clue how to deal with customers. They’re sitting in some foreign country, clueless about proper service.

This is why so many customers have stopped ordering from Zalando. Bad quality, ridiculously long delivery times, and a customer service that’s neither helpful nor knows what they’re doing.

I’ve deleted my account. I’m never ordering from Zalando again what a mess. And it only gets worse every damn month.

If company using Ai to email ans trnaslate with foreing workers its better to stay away it will cause problems.

My order nr. 10201184550336

Bought a vest on zalando.nl. Received an e-mail that it will be delivered on 01/07. They delivered nothing. On 03/07 I received an e-mail that my vest was returned succesfully. No apology, no explanation. An automated message written by AI is not a big deal I guess. I will pay more to buy from another seller instead of buying for cheaper from zalando.

Very disappointed with Zalando. One pair of shoes (New Balance) was missing from my order, and customer service refused to help. They claimed everything was scanned but provided no real proof, like the weight of the package. I received an incomplete order and Zalando won’t take responsibility. I’ve contacted Thuiswinkel and will not shop here again.

Yesterday I bought a pair of shoes from Zalando along with other things. The price was € 56,00. Then today, the Lacoste shoes in my order were cancelled due to "out of stock". But look, the same shoes, same brand, same seller and same size are still available on the site, and the price is now € 89.95. It's miraculous!

Ordered 2 items on Tuesday, was supposed to be delivered latest by today(14th of June).

No update, nothing. The tracking also still in process so no timeline.

I had to contact customer service myself.

After waiting a long time, she finally told me to contact zalando if the order doesn't arrive by next 20th of June. Are you kidding me? That’s 6 days late for my party. Now I cancelled the order and only god knows how long I’ll have to wait for my refund.

Conclusion: I’ll never order anything on zalando again. Not on time and bad service.

Not surprised zalando only has 1.5 stars here.

ZALANDO AS A COMPANY ARE THE BIGGEST SCAMMERS IVE EVER COME ACROSS IN MY WHOLE 32 YEARS OF LIFE. PLEASE AVOID AT ALL COSTS. I ORDERED A VALENTINO BAG FROM THE TIKTOK SHOP AND IT ARRIVED DAMAGED, IN THE SPACE OF ORDERING AND RECEIVING MY TIKTOK ACCOUNT WAS HACKED AND NO LONGER ACCESSABLE. I CONTACTED THEM BY PHONE AND EXPLAINED THE SITUATION, I WAS TOLD TO RETURN THE BAG WITH THE RETURN LABEL INSIDE THE PACKAGING AS I COULDNT OPEN A DISPUTE, I QUESTIONED THEM ABOUT THIS AND SAID HOW CAN I MAKE SURE I GET MY REFUND IF I HAVENT GOT THE MEANS TO SPEAK TO ANYONE, THE WOMAN TOLD ME TO PUT A WRITEN LETTER IN THE BAG EXPLAINING THE SITUATION AND RETURN, WAIT 14 DAYS AND I WOULD RECEIVE MY REFUND. I THEN CONTACTED THE PEOPLE ON THE PHONE LINES AGAIN TO BE TOLD I NEED TO CONTACT THEM DIRECTLY THROUGH TIKTOK SHOP. I THEN WENT ON TO MESSAGE THEM 30 TIMES THROUGH TIKTOK SHOP IN THE SPACE OF A WEEK AND A HALF EXPLAINING MY SITUATION AND SENDING THE RELAVANT INFO LIKE ORDER DATE, EMAIL ADDRESS, HOME ADDRESS (to which it was delivered) NAME ON THE ACCOUNT AND ORER NUMBER!! I SENT SCREEN SHOTS OF EVERY SINGLE THING, THERES NOT A SINGLE SHRED OF DOUBT THAT I AM THE PERSON THAT PURCHASED THE ITEM. I LITERALLY SIGNED FOR THE BAG ON MY DRIVEWAY, IM IN THE PICTURE!!!! I HAVE THE RETUN SLIP, THE TRACKING SAYS ITS BEEN SIGNED FOR AT ZALANDO 5 DAYS AFTER I POSTED IT! I HAVE BEEN IGNORED TIME AND TIME AGAIN IN REGARDS TO THIS MATTER. I HAVE EMAILED THE PEOPLE AT THE “SERVICES” EMAIL TO BE TOLD AGAIN TO CONTACT THE TIKTOK CHAT WHO ARE IGNORING ME!!! I AM ABSOLUTELY FED UP. MY £84 HAS BEEN STOLEN AND I AM BEING IGNORED. I EVEN MESSAGED SAYING IF YOU DONT WANT TO REFUND ME THEN SEND ME THE FALTY BAG BACK BECAUSE AT LEAST THEN ILL HAVE SOMETHING!!!! ALL THATS HAS TO BE DONE IS THE MONEY REFUNED TO THE ORIGINAL PAYMENT METHOD!!!

Well they allow me to Oder some clothes and slippers with a good discount about 20% and I did order it, and it just didn’t arrive they asked post NL to return the parcel, it’s crazy, don’t use this service they will fool you like an idiot and waste your time. I have waited for a parcel for 5 days just to find out that it was returned by sender.

just places my order with zalando and must say that their shopping is horribly made. When I was trying to place my address for the delivery, it would not allow me or not find my house by the postcode even after trying different ways of writing it, so felt forced to select a pick up point. After that had to fill up the billing address, which once again wouldn't recognize my address, after trying for 15 minutes, I had to erase a comma, which usually is the right way of placing an address, (never had that problem in other websites). I had a voucher card where would allow me to not have to place my credit card number in the payment process but they would not allow me to put the voucher card number until writing down the card number and press select which created a moment of uncertainty because I was not sure if I was going to be able to write the voucher card number or my card was going to be charged immediately. All of this has been just to order the package, looking forward to see what is next :)

Ordered a dress (for 235 euros), and it came with holes in it. Contacted customer service and they refused to replace it or pay to have it fixed. Unbelievable.

Ordered and item woth €250 and was charged for it, then got an email that it's out of stock, but "good news" you'll get your money back within 14 days. I received 10% discount code, when received my money back used discount code to buy shoes that were delivered in the wrong size, contacting customers service got reply, sorry, but "good news, you can return it for a full refund that you'll receive within 14 days!" Ok, did that, ordered same shoes again and received them in different sizes! So basically I spend money, it wad held by Zalando, and I had to go to post office twice to return items. Waste of money and time!

This is the first online review I’ve ever written - and I’m 45, so I’ve certainly had opportunities before. Normally, I don’t bother with reviews, but I can’t stay silent this time: never, ever use this company.

I purchased a gift card for a friend, but for some reason, it never reached him (by email). I’ve contacted their support every single day for over a week trying to resolve the issue, but they’ve been completely unhelpful. The responses are short, generic, and show no sign that they’ve read any of the previous messages. It feels like every reply starts from scratch.

After a week of back-and-forth, I asked for a refund - which they also refused. So here I am, out of pocket, with a gift card that hasn’t been delivered, no resolution, and no refund. You’d think sending an email with a code wouldn’t be that hard.

The whole experience has been beyond frustrating. Their support feels robotic- like their only goal is to respond quickly, regardless of whether they’re actually helping. It’s like talking to a wall.

I’ve never encountered such poor service. Terrible company, terrible support. Avoid at all costs.

Absolutely unacceptable customer service and repeated failure to deliver what I paid for.

I ordered the same pair of shoes twice from Zalando — size 39 — and both times they sent me size 41. I wasted time returning items I never wanted, had to pay twice, and now they expect me to pay a third time and just hope they get it right? Meanwhile, I’ve lost the 20% discount from my original order, and they “compensate” me with a pathetic 10% code that doesn’t even come close to covering the inconvenience.

They admitted the product info on their website might be wrong — yet do nothing to fix it or guarantee a proper delivery. No real apology, no proper compensation, and no accountability. Just a return label and generic replies.

This is not how you treat paying customers. Be very careful ordering from Zalando — you may end up chasing refunds, reordering again and again, and losing both time and money in the process.

I have ordered few items and paid for it immediately. The day that they delivered the order I wasn’t at home and then they put it in a locker.
After work I went to pick up my order from the locker . The package was damaged I made photos immediately near the locker.
I was shocked the Ray ban sunglasses wasn’t there. I tried to contact the customer service they told me I have to fill a legal statement and I agreed and sent it to them PDF l. Then there was no action I did it for several times and then I got response that it is not their responsibility of the item is missing 🤦🏻‍♂️. I paid for the parcel 155€ .
The worst company and customer service ever. I’m really disappointed and annoyed they scammed me and stolen my money.

Extremely disappointed with Zalando’s service. I received a €50 gift card from my company and after four months of endless emails and false promises, I still can’t use it. Customer support has been inconsistent, unhelpful, and completely unresponsive in recent weeks. This has been one of the worst shopping experiences I’ve ever had. Would not recommend Zalando to anyone.

I ordered an item at Zalando that never got sent, and after a few emails from my side, the order finally got cancelled. However I never got my money back. I have sent about 8 emails about this, and each time I get the same automated response saying that I will get my money back within 5 working days. It's been two months now, and I still haven't gotten my money back. There seems to be an unwillingness from the Zalando customer service, because they ignore my follow-up emails, and I have to send a new request each
time. This is by far the worst experience I ever had with the customer service of a webshop.

I need help! I returned a box of items and I’m being charged for a pair of trousers that I returned. I can’t reach them anywhere. What can I do?

Put items in my sales box that were worn less than 10 times each. They returned them to me with ridiculous reasoning. I would love to see where the defects were:). For the amount of money they offer for the items, they have pretty high expectations. Not to mention they do this to resell them and make money out of it. No words. Greedy company, they think letting go of your clothes means nothing?