Zalando Reviews 13,065

Unreliable and dishonest support

On November 28, I paid 2,575 DKK for two items. Afterward, I was told they would still charge me for one package. I contacted support and was clearly assured that the issue would be fixed and no money would be withdrawn.

Despite this, the money was taken anyway.

When I contacted support again, they refused to help and told me to contact my bank, even though it was Saturday and banks were closed. No accountability, no solution.

Broken promises and extremely poor customer service. Do not trust this company with your money.

Copy of transscript from Zalando chat function. Really not helpfull and kind of rude :(

12/12/2025 08:58 AM GMT
Automated Process Vi har modtaget din besked og videresendt den til den
næste ledige medarbejder.

Automated Process Ruth ➕

Automated Process Hej, jeg er lige et øjeblik, mens jeg kigger på det for dig.

12/12/2025 09:00 AM GMT
Ruth: Thank you for reaching out to us.
Ruth: Kindly share with me the order number and gift card code.

12/12/2025 09:01 AM GMT
You: I havent ordered yet, so there is no order number. I am trying to order. But the summary is not correct. I have picture of the check out.

12/12/2025 09:02 AM GMT
Ruth: Kindly share the gift card code, so I can check the balance in it.

You: Gift card number is XXXXXXXXX and
XXXXXXXXX

12/12/2025 09:03 AM GMT
Ruth: Thanks. Kindly hold.

12/12/2025 09:04 AM GMT
Ruth: XXXXXXXXX - 250 dkk
Ruth: XXXXXXXXX - 100 DKK
Ruth The total is 300 DKK

12/12/2025 09:05 AM GMT
Ruth: Is there anything else I can assist you with?
Ruth: Are you still there?

12/12/2025 09:06 AM GMT
You: The total is 350 DKK. But it will only subtract 206 DKK in the check-out eventhough adding both giftcard numbers and I can se the total amount of 350 DKK.

12/12/2025 09:07 AM GMT
Ruth: The total is 300 DKK. I am sorry that this is not what you wanted to hear. But that is the amount in your gift cards, kindly.

12/12/2025 09:08 AM GMT
Ruth: I hope I have answered your question. Kindly allow me to end the chat. Have an amazing day. Bye!

Automated Process Chatten er afsluttet.
Automated Process Ruth ➖

Ordered on 24th November and parcel supposeldly despatched on 26th with last day for deivery 1st Dec.

Have contacted Zalando several times.
was told parcel missing and investigation ongoing so no refund. BE Patient
Told investigation complete and they will email me - no email
Told parcel on its way be PATIENT.
Told parcel not yet despatch as they are busy be Patient PLEASE.
Other times just cut off with thank you for your patience have a nice day.

There is no tracking for my parcel and no sign of it arriving and they refuse refund.

I made an order with Zalando, and they never arrived. I contacted Zalando and they refused to acknowledge that, even though the proof of delivery shows that they weren't delivered to my house. It took me few days to track the address where they were delivered and then to have a fight with the person who received the items to get them back. It was the most horrible experience.

Tried to click ZERO stars but will only let me give 1. Absolutely shocking.
Made 10 orders for Christmas, for whatever reason they decide to ship all 10 orders in the same parcel.
What happens next ? Evri lose the parcel.
Zalando keep dragging it on and on, been over two weeks now still no refund or even replacement items
Had to contact fraud and bank. Embarrassing s**t show of a company.

I shop a lot from zalando.All the time they mess up my retuns. I contact them and they try to fix them. But today i asked 3 questions ans received totally off topic answers from Magadaline Musyoka and i still dont have thr answers from customer service!

I've always had great experiences with Zalando, with on-time and hassle-free deliveries. Everything has always been very correct and fast.

But the customer service is always put to the test when a problem occurs. In one of my recent orders, everything that could go wrong did go wrong (the fault of Bring, not theirs, which I rated 1 star, but if I could, I'd give negative). I won't go into the details, because the most important thing was done: resolved!

Problems always happen, but the most important thing is how they are handled and resolved. I was assisted by Emil, who was patient and treated me with great courtesy, even when I didn't deserve it, as I really got upset from so much frustration. I hope this message reaches him.

Just one request to Zalando: get rid of Bring, which only took action because of Emil's extremely good service.

Parcel left outside unattended outside property, photo by courier shows this- zalando says they are not refunding as it has been delivered- now sending automated emails saying they cannot refund. I have not received my parcel, awful customer service and cannot speak to anyone on the phone…. How can I get my refund ? I would never use this company again

I returned items from two different purchases in one parcel to Zalando.dk. They refunded only one of the orders and now claim they “cannot find” the second item, even though the parcel was clearly delivered according to the courier tracking, and I got a refund for one of them (which means that the parcel has arrived).

The ustomer service refuses to properly investigate and keeps repeating the same response. This is extremely disappointing — once a return parcel is delivered to their warehouse, it is Zalando’s responsibility to locate the items and process the refund.

Very poor service and no accountability. I will reconsider shopping with Zalando until this is resolved.

Update: I took my money after a week

ordered some dc shoes ive had at least 10 pairs in the past size 9 but they dont fit usually thats a sign of knock offs but anyway when i tried to return them it will not let me i wish i had seen their terrible reviews before purchasing

I’ve been a loyal Zalando customer since 2019, and I absolutely love shopping with them. The platform is so easy to use and you can choose exactly the material, design, and style you want, and I really enjoy saving items and coming back to buy them later :D

Everything I’ve ordered has always arrived on time, and I’ve never had any real issues. I’ve purchased and kept 131 items so far. I only return things very rarely, and usually only if the size wasn’t quite right and then I simply reorder the same item in a better size.

I did experience one mistake once, where I received the wrong item, but that’s the only problem I’ve ever had. Returns have always been extremely easy, and when I did return something, I got my money back right away.

I buy clothes for myself, my family, and even gifts from Zalando, and everything has always been great. I will definitely continue being a Zalando customer and they are reliable, easy to shop with, and always deliver good service :D

I made a purchase of 8000DKK and they won’t refund the items I wanted to return (unused and just 5 days after their new return policy deadline). Their return policy has always been 365 days, recently changed to 30 days only. But poorly communicated . In the package they shipped there wasn’t any information about their own new return policy nor a return label. I contacted the costumer service just a couple of days after their 30 days return policy and they only told me after 3 emails (3 days later) that I could no longer return the items. So now I have spent 8000DKK of items that are of poor quality and not properly fitting but I have the keep them. They offered me to resell the items on their website. Like time of people is to be wasted. I will never ever buy from them anymore.

I ordered with HOME delivery. I had personal reasons why I cannot go to delivery point. Currier said it was Zalando's partner who issued label with Delivery point. Few customer service agents did nothing, not even fully reading my complain, and just informing me that package is at delivery point. This is not what I have ordered! It is like I bought plane ticket and you show me buss station. Shame! Will not get close to their web shop again.

Easy to use, easy to purchase, with all the information you need about your parcel, from accepting the order to delivery. The goods were great too. Cheaper than elsewhere and packed really well.

This is a truly awful company. Bad enough they use Evri that lose most parcels, but the customer service is so much worse. You raise an issue - come back in 2 days they say. Come back in 2 days - come back in 3 days they say. And then they just end the chat. No resolution, no effort. Makes you think you’re dealing with some kind of con. Embarrassing. Have had to contact my bank to raise a dispute and get a refund. Never again, and it was my first order from them, so you’d think they’d want to build some level of retention.

I’m sharing my experience because after almost a month, I have no other way to get this resolved.

I returned my items on 30 October 2025,
Zalando states that refunds are processed within 14 days of sending the return.

Today is 19 November 2025 — the refund is 20 days overdue, far beyond their own stated timeframe.

What makes this even more frustrating is that I contacted Zalando on 20 October 2025 — 10 days before returning the items — to warn them that I no longer had access to the email address linked to my account and that a standard refund process might not work.
Despite this early warning, nobody contacted me after the return was received.

Since 20 October, Zalando customer support and I have exchanged 35+ emails, each from a different agent, each in a separate email thread.
No one reads the previous messages, agents keep asking for the same information over and over, and the communication is completely fragmented and ineffective.

After almost a month, the refund (of more than 300 euros!!!) has still not been issued and there has been zero progress.

I have now filed official complaints with:

SOI (Slovak Trade Inspection Authority)

ECC-Net (European Consumer Centre)

and I am waiting for Zalando’s response through these institutions.

Overall, this has been deeply disappointing. Poor communication, broken internal processes, and failure to follow their own refund policy.

Eva

Happy with my purchase. Order process smooth and straight forward. Would thoroughly recommend Zalando to anyone looking for big brands at decent prices.

Thats very sad to find out that the shop where I had been the customer for 17 years isn't worth of trust right , located in Germany, Berlin. So I must say Good buy to you.

I watched Zalando transform in years and I like what I see! I have been their customer since 2017 and I am happy to leave a good review as a support as I think they have a really good platform with great variety! Last week for the first time I had to contact customer service and the experience was flawless and fast. Thank you! You haven’t disappointed even once and you deserve some extra support!

Quality is good but if I have any issues then the return process is simple