Zalando Lounge Reviews 

The website works, and honestly getting decent prices as you do here, I don't expect the world.
What really drives me nuts, and I think is actually illegal in the EU, is that the items they show on the thumbnails of a sale are almost NEVER available in the sale itself.

I've already ordered two different jackets on separate occasions. They're so fast that they always send any size except the one requested, and they can never exchange it for the one you actually bought.

I was surprised to read so many negative reviews. Great website, great prices and everyone can find something their are looking for, you just have to be on a lookout for your favorite brand!

My returned parcel was duly received on 15 June 2025, after which I was informed that my return had been accepted and that I would receive a refund of EUR 107.99.
To this day, I have not received my money.
During a full month of almost daily communication, I received little more than generic replies referring to "technical issues", without any meaningful explanation or indication of when my refund would actually be processed. On several occasions, I was even asked to provide my bank details again, despite the fact that they were already in Zalando's possession.
After Customer Service failed to resolve the issue, I contacted Zalando SE's Executive Board and Legal Department directly. I did not receive any response to that letter either.
What disappointed me most, was the fact that after Lounge by Zalando had already acknowledged that the refund was due, more than a month passed without me receiving either my money or any meaningful resolution. Instead of accountability, I received generic responses followed by complete silence, even after contacting Zalando SE's Executive Board and Legal Department. In my opinion, this is an unacceptable way to treat customers.
As a consumer within the European Union, I did not expect to spend more than a month pursuing a refund that the retailer had already acknowledged was due.
If my case is finally resolved and the refund is processed, I will update this review accordingly. Until then, based on my own experience, I advise other consumers to exercise extra caution when purchasing through Lounge by Zalando.

I returned 3 jackets to Zalando Lounge. They confirmed receipt of 2 but denied receiving the third jacket, valued at €88, and refused to issue a refund.
I have proof of postage showing the full return was handed over. Despite multiple follow-ups, Zalando Lounge maintains that the item was not received and will not process the refund.
I have now initiated a chargeback process through my bank.
This kind of response — denying receipt without providing any evidence — is not acceptable. Customers should not bear the risk of items going missing after being handed to the carrier.

I ordered Armani Exchange jeans from Zalando Lounge but received Lee jeans with a fake Armani Exchange label. Zalando admitted their mistake but refuses to refund me without return. I live in Baku, Azerbaijan and cannot return the item. International shipping costs more than the item itself. This is fraud and completely unacceptable. I have photo evidence. Zalando is ignoring a loyal customer. AVOID THIS COMPANY.

If i i could give 0 stars i would. My first time shopping and my last. I sent back an item well packaged and secured. They emailed me an image of an empty box saying i didn’t return anything! IMPOSSIBLE. Either the delivery driver stole the item or the company did. They’re now ignoring me since sending me the initial email to say they cannot process the refund as they don’t have it. I am now being held liable, i returned the package. When it’s out of my hands i cannot help what happens next. Wish i would have read all their terrible reviews via ordering it would have saved me the bother. Now i have no refund, no item and a company ignoring me. AVOID at all costs.

I have been using Zalando Lounge for more than 6 years. However, lately they are sending items that are damaged or in wrong size, and if you report it you get a generic answer: we are sorry, there is nothing we can do. There is no accountability for their errors, while customers spend a lot of time ordering, waiting and then returning the product. On top of this, Customer Service replies in Dutch, even though you write reviews in English or German. Stay away from Zalando Lounge.

I placed two separate orders and paid shipping twice (5.75 € each), expecting two separate deliveries.

Instead, Zalando Lounge merged both orders into a single package but still charged shipping twice.

Customer service claims shipping costs include “processing and logistics”, which makes no sense when both orders are sent together in one parcel.

If orders are going to be merged anyway, charging shipping twice is misleading.

Customer support refused any refund. Very disappointing experience.

I placed an order through Klara. I sent it back. My account shows the item was returned, but Klara hasn't received the money. I called, and they said they refunded the money. But Klara still wants my money. I've reported it to Klara several times and called Zalando Lounge, but the money is still due for the returned item. That was my last purchase from this store. This has been going on for four months now, and they can't resolve the matter.

I am extremely disappointed with this experience.

I did not order heavy furniture, a sofa, or any custom-made product. I ordered basic clothing and shoes. Despite that, my order has been sitting for over 15 days without even being shipped, and there is still no concrete update.

Customer support explained that orders are only forwarded to suppliers after a campaign ends, in order to reduce logistics and storage costs. That might benefit the company internally, but it is completely unacceptable from a customer’s perspective. Delaying individual orders until enough volume is reached is not “efficient” — it is simply poor service.

Waiting weeks for a pair of shoes because a supplier hasn’t been triggered yet is absurd. I have honestly never experienced something this unprofessional from a company of this size. This kind of process might be understandable for furniture — but for basic fashion items, it is a failure.

There is still no clear delivery date, no proactive communication, and no sense of urgency. If this is how Zalando operates, customers should be warned in advance.

Very disappointing. I would not recommend this experience to anyone.

I tried Zalando Lounge multiple times for more than 2,3 years, and generally I'm very satisfied. Good promotions, and I don't remember that I got my items delivered with delays.
Easy process and easy website to use. I also returned some items easily, and once had a refund as the item got damaged very fast.

So I'll still use it.

I ordered from zalando lounge from 10 days and has not delivered yet as i orderded on 18th November and it was showing to deliver by 22 November but still i have not recieved it

I placed an order on Zalando lounge and one of the items arrived damaged. It was unlikely to be DHL’s fault because the box arrived undamaged, so most likely it was Zalando not doing their due diligence when fulfilling my order.

I needed that item so I reached out to Zalando for a free shipping voucher so I could order a replacement. However upon promising me a shipping cost reimbursement on the replacement order if placed within the next 3 days, they decided to take back their previous promise, after I ordered a replacement and reached out again for a shipping cost refund. The length you’d go to chase away a customer of almost 10 years over 5 euros is astonishing 😅

Zalando knows what it does when it sells certain products. My frying pan (and not a cheap one for that matter) broke just after the two years warranty that they are (supposedly) giving (is not stated anywhere). And no, it was not second hand.
They of course don't care, but they lost a client and some of my acquaintances are also warned!
Ready to take your money, gaslighting afterwards! Spend your money elsewhere.

What a awful customer service experience. I had returned an item and the seller did not receive it. So first I had to send to Zalando a sort of a confirmation saying that I have returned it giving the tracking number and some other details. Then I have received an email asking to fill in a document with a lot of ridiculous details about the return and asked for the return receipt. I did and then got a reply saying that the return receipt cannot be accepted. It was a digital receipt since I had left the parcel in a postal box and of course you get a digital receipt, boxes don’t issue paper tickets. Anyways 24 hours and about 10 emails later they said that it doesn’t matter if I have the receipt or not, I just had to change the document I had filled in saying that I didn’t have a receipt . The whole procedure seems old, useless and cumbersome and the level if the customer service is so low . I wonder if they are people or bots. There seems to be no brain activity there.

Very bad service, it's more then once the package is missing my items. Such a crap customer service, when sending complaint they always ask for filling the form and your signature and fast send that the item was sent. They don't check anything, they don't listen, they don't help even bring a regular customer of theirs, there is no service at all.

Already lost so much euro because of missing articles
Cannot be trusted

STAY AWAY!! I ordered two T-shirts and I was told the delivery time from 23.06-26.06. However, it is now 29.06 and I still didn’t receive my order. When I told them about the situation all they had to say was “sorry” and “cancel it and get your refund back”. And when I asked about I ordered those T-shirts for holiday and now I couldn’t get them which I have to pay more money for the new T-shirts from the actual shop. The answer was again “cancel it and get your refund back”. Stay away from this company honestly. I am now ordering via Bestsecret and Breuninger and their service is much better and they never cheat on their customers. I wish I could add the pictures of their emails as none of their customer service speaks German. Most of them from Arabic countries outside Germany.

Very bad service. They operate like criminals together with thier shipping company. They lied that the order was delivered. I asked for proof they couldn't provide, the suddenly they acknowledged order not delivered and promised to refund. I'm still waiting.

Good deals and service