Zalando Reviews 

Parcel got lost, had a 3k€ order, didn’t arrive until 1 month later and customer care couldnt help me they just shut the door!!! Many items missing, ask you to return some bull*** form with no help at all

Returning an item or not...
I've returned an item which I had received from a third party-Zalando partner.
The return shipment has not been processed for over a month and I had been requested to pay for the open invoice. So I paid. But as the refund has not been given after a month, I had started an inquiry. Now I had been told that the item returned is not the item I am claiming to have returned - which is funny cause everything else from the order has been returned without a problem...

no idea what all the bag reviews are about. honestly i am shocked. i have been ordering from Zalando and Zalando lounge for 8 years.

its a respectful dutch website. 100 days returns. IDEAL/Credit Card/pay later options. great customer service. literally just got off the call with them on a saturday morning, they immediately answered and helped with my question.

10/10

It was okay, apart from the wrong size but it was a quick fix.

Terrible! So many bad experiences! Missing items from the box, even provided proof, but they denied they mistake and they won’t refund me.

It is impossible not to shop with a gift card on this website, your gift card will be thrown away and you cannot use it, and the worst customer service you will ever encounter in your life is also on this website.

I am placing the order for an item and it does not add it to my basket. I have subscribed in the Zalando Plus to get it delivered faster and also one of the perks is that the premium customer service which is scam because their CS doesn’t seem to be of service to the customer and just said- “please look forvan alternative or try to order again” (verbatim).. well isn’t that straight up scam.

Horrible Customer service and horrible system.
The person on the phone wasn't able to speak English and so very difficult to understand. I have bought some shoes but they are too big (size 46) so i wanted to send the big once back and get the last 45. i have been told from the lady on the phone that i had to pay again for the new order because there was no way to simply swap the sizes. it could have been so easy just to wait till the 46 would arrive back to them and just send me the 45 with the same payment. Size 45 is the last size and if i now wait for the money to be back into my account, most probably i wont find them any more. Furthermore the lady couldn't explain herself in English and there was continuously a noise of another phone ringing in the background, making the conversation even more not understandable. This was the first time i bought from Zalando and i don't think i will make this mistake again. The system is slow and not updated and the customer service very poor.

I usually don't write reviews. But this is too bad for an international company. Kind of feeling forced to write one. Currently Zalando has a hold of 400 euros for non delivered product. And won't refund ( or at least not quickly without legal steps..).

Ordered with Zalando, delivery was via DHL. Got a confirmation my package got delivered. But it never did... I reached out to customer service. Initially very nice, saying they will investigate this within 5 working days. After that I received a Rechtsverklaring. Filled out everything. Digital calligraphic signature, ID upload and sharing exact article numbers matching the orders.

Got a generic email saying all was NOT filled in. Asked for clarification. As clearly it was. Shared screenshots showcasing how it was all matching the exact specs. There were several forth and backs. Finally it got accepted. The whole process seemed fishy. Did not feel they were trying to help at all and making it on purpose hard.

A couple of days after I receive another generic response. Internal investigations were saying it got delivered so they cannot refund. I asked for some kind of proof they delivered it. Insights into their "investigations". A signature. A picture. Anything.

Answer I got: I am sorry, they can't share the internal investigation results. How unfortunate for you.

I asked to reconsider, as I cannot order anymore, if I am getting charged for non delivered products. Paying and receiving, clearly not met... same generic answer. That this is the final answer. No refund.

I am picking this up now with my credit card company. But won't be ordering with Zalando anymore, until structural changes are made..

Quite a bad look for Online Retailer Zalando.

I always advocated in favor of Zalando, but recently I had a very bad experience, first with the delivery company they choose to work with, and then with Zalando's customer service.

The delivery company doesn't inform the customers in advance when they are coming, they inform us on the same day. Do they expect that everyone stays home the whole day? Or that you can change your plans according to their schedule? So my latest order was delivered to my door step, and placed under the rain. Needless to say that the package was completely damaged (not to mention the clothes). Now the tricky part: I cannot return the order because the package cannot be used anymore (it's paper, under the rain, you do the math) and Zalando won't send an empty package which I could use for the return. Fair enough, they have their rules, but it's not MY problem that THEIR delivery company left the package in the street to soak.

On top of that, Zalando's customer service was dismissive of my complaint, told me that they get to choose the delivery company, wished me a good day and closed the chat.

I looked for a way to file an official complaint on both topics with Zalando, but none is available. I will sort it out, buy a package so can I return my items, and won't be buying nor recommending Zalando anymore.

Until now, everything I bought was delivered without any problem and when I want to return the items that I did not like, I did not have any problem. Moreover, I can find good quality products for good prices.

Lost packages, could not give me correct information for days.

Utterly unhappy by their Customer Service . Endless , useless chat without solving the issue . Just passing the chat to another employee . There is not a minus one star to rate ….

They suddenly decided that if you chose account payment, you shouldn't use gift cards to pay for your order value! Without announcing it, they expect people to accept it, and they force them to do so! There is no way you can just make a decision for yourself and force people about it if you don't announce it.

Best costumer service!
I have had some issues a few times and Zalando costumer service never fail. Such a great company! Thank you for this experience!

I received my dress today… not the size I ordered and it was also broken. Definitely not buying anything else from Zalando.

I ordered a pair of leggings that were SO tight.. I thought I was just really fat or that the brand's sizing was suddenly super small.
I give up trying to fit into them and sell them on Vinted... to realise that Zalando had sent me the wrong size and the size on the paper tag was also incorrect. Now it's too late to return and I'm just out of 110 euros and a pair of leggings.

Anarque , stolen

I had 6 orders in the past few months out of which two I’ve returned and everything went fast and hassle free. The ING Winkel offer is a must!