Zalando Reviews 13,065

I always have problems ordering frem Zalando. I´ve gotten three giftcard for my birthday, but the Paige says all og them are not in the system so I can't even use them.

Ordered a parcel a week ago
Sent to evri for delivery

A week later no parcel no refund
Prat’s telling me I need to wait for a response from the delivery partner
Since Tuesday 18 plus phone calls it’s making me sick mentally if you want your sanity just leave these lot alone absolute

C.@/;)s
🤡

I am a new customer. After I purchased an item from this shop I found they have low rates in trustpilot therefore started getting nervous about whether that is a scam. However I received my item around 5 days now I feel happy about the purchase!

If I could give zero stars I would. Terrible customer service. They marked my item as shipped but the courier had no record of it. When the delivery date was missed (by a week) they just keep telling me 'that the parcel will arrive in a couple of days'. Dreadful service and they are refusing to accept any liability and give a refund. Will never use them again.

I ordered a pair of Gucci sunglasses valued at €300 and was absolutely shocked to receive an empty box. There was no product inside—just packaging. I contacted customer service immediately, providing video evidence of the unboxing, and was told there was "nothing they could do" and that I wouldn't be refunded.

This is completely unacceptable for any business, especially one selling high-end products. I paid for a premium item and received nothing. Refusing to refund or replace the missing product despite clear evidence is not just bad service—it’s theft.

Unless this is resolved promptly, I will be escalating this through my bank, consumer protection channels, and sharing this experience widely so others don’t go through the same thing.

Buy with caution—if something goes wrong, don’t expect help.

Oh dear, I used Zalando years ago and my experience was good. But I'd not looked at the reviews on here. Same experience as many others, delivery dates assured and then nothing arrives. They use Evri which doesn't bode well. I will want to cancel and wish I'd not bothered with saving some pounds and spent more to actually get the items. What a waste of time. They really need to sort things out, a great shame.
TRANSCRIPT with Agent:
Flora (24/05/2025, 10:50:08): Hi Katherine, I'm just connecting to the chat so I can help you with your query.
Flora (24/05/2025, 10:51:25): I understand how frustrating it must be that your order hasn’t arrived within the expected timeframe and hasn’t been handed over to Evri. Please hold on while I look into this issue,
Flora (24/05/2025, 10:52:55): I can confirm that your order is ready for delivery, I kindly ask you for a few more days to ensure the parcel gets to you.
Katherine (24/05/2025, 10:52:57): Hi
Katherine (24/05/2025, 10:53:21): we needed the items urgently
Flora (24/05/2025, 10:53:34): Please know that we are actively working to have the parcel delivered to you in the next few days.
Katherine (24/05/2025, 10:53:48): Evri dont show they've even received it
Flora (24/05/2025, 10:54:26): If you do not see any updates on the tracking link within the next 2 days kindly reach out to us and we will offer further assistance.
Katherine (24/05/2025, 10:54:47): Did you know that you have LOADS of reviews on Trustpilot saying the same as me
Katherine (24/05/2025, 10:55:25): I think it might be better to cancel the order
Flora (24/05/2025, 10:55:33): I kindly ask for a little more time as we continue working on this. Rest assured, we are actively addressing the issue to ensure your order is processed correctly.
Katherine (24/05/2025, 10:55:54): I dont know what your last comment means
Katherine (24/05/2025, 10:56:27): My order hasn't been processed correctly. Its late and not even with Evri
Flora (24/05/2025, 10:56:30): I am sorry but it is not possible to cancel an order once the order status changes to shipped.
Katherine (24/05/2025, 10:56:49): But its not with Evri so...
Flora (24/05/2025, 10:57:37): I kindly ask for your patience over the next two days, as we are actively working on resolving this issue. Rest assured, we are handling it to ensure your order is delivered as soon as possible.
Katherine (24/05/2025, 10:57:39): I had no idea Zalando had become so bad. I used to use you often. I only recently looked on Trustpilot and saw all the awful reviews
Katherine (24/05/2025, 10:57:59): May I ask what you are 'actively' doing?
Flora (24/05/2025, 10:59:07): We are coordinating with our warehouse colleagues to ensure your parcel is delivered as soon as possible. I would appreciate your patience while we work on resolving this matter.
Katherine (24/05/2025, 10:59:31): So they've not even despatched my order yet
Katherine (24/05/2025, 11:00:04): So it's not shipped. Please can you cancel the order. Your colleagues at the warehouse that you are communicating with can just leave my order where it is.
Katherine (24/05/2025, 11:00:11): They wont be shipping on a bank holiday
Flora (24/05/2025, 11:00:43): I sincerely apologize, but unfortunately, your request cannot be accommodated. Once an order has been shipped, it is no longer possible to cancel it.
Katherine (24/05/2025, 11:00:57): It's not shipped. It's in your warehouse
Flora (24/05/2025, 11:01:10): From our end the order status is shipped
Katherine (24/05/2025, 11:01:31): Your warehouse says it's not.
Katherine (24/05/2025, 11:02:04): You can tell them to continue to not bother sending the items
Flora (24/05/2025, 11:02:07): I kindly ask for your patience as I follow up on this matter. I will ensure that you receive accurate feedback as soon as I have an update.
Katherine (24/05/2025, 11:02:22): What feedback would that be?
Flora (24/05/2025, 11:02:36): Please be patient
Katherine (24/05/2025, 11:02:57): I have been, you told me delivery by the 24th. There's no reason for the delay
Flora (24/05/2025, 11:03:06): As soon as i receive feedback i will inform you via email.
Katherine (24/05/2025, 11:03:16): Other than the items are still at your warehouse. Please keep them and refund me
Katherine (24/05/2025, 11:03:32): I really don't have time for all of this.
Katherine (24/05/2025, 11:03:50): I can't keep following up and waiting for 'feedback'.
Flora (24/05/2025, 11:04:08): I am sorry really sorry but I kindly urge to remain patient for now and we will update you
Katherine (24/05/2025, 11:04:12): I have a right to cancel within 14 days, based on the distant selling rights
Flora (24/05/2025, 11:04:24): If you have no further inquiries, allow me conclude our conversation. Have a great day.

Bought a skirt and returned it the same day has been two weeks and still waiting for my refund. Very disappointing!

I placed one order of 3 items on Zalando which turned out to be deliveries from 3 different shops. One of item arrived. One item was returned (the one on sale) albeit it newer left the shop. The third item was lost in mail. After dealing with the Postal Service for weeks, I gave up with Zalando continued asking for more information, at which point I gave up. Thus ordered 3 items, paid for 2, received 1. Needless to say, I am not impressed.

I recently ordered Gucci sunglasses and a Michael Kors bag from Zalando. Unfortunately, the experience was extremely disappointing. The bag I received was clearly used, old, and dirty, and the sunglasses were fake.

While I did receive a refund, the situation has left me with no trust in Zalando. It felt like a scam, selling expensive items that turned out to be counterfeit or second-hand.

After everything I went through, offering me just a 10% discount on a future order feels completely unacceptable. This experience has made it unlikely that I would ever shop with Zalando again.

Shockingly bad organisation to deal with. Their courier damaged my goods and Zalando would not resend. My responsibility to raise a new order.
I don't think so, never dealing with this organisation again.

Sadly Trustpilot won't let me give ZERO stars.

I bought some stuff on their website. checked out - payed and the continued shopping.
2-3 minutes after my first order did I realise, that it was sent to my older address.
Contacted customer support hoping that since the order was only 2-3 minutes old, they could change the adress to my updated adress which I put on my profil (hoping that the hadn't already packed and ship it.)

I was told that the only way to fix it was by cancel the order. I didn't get to reply since the supporter closed the chat due to me no answering within two minutes..
I tried to contact them again, but the conversation was closed since I did not reply within two minutes againg - and to be fair, I waited for them to reply for at least 90 seconds, but did not close the conversation.

Third time is my lucky time.
Gets in contect with "Beatice".. Is informed that cancellation of my order is pretty simpel and actually helps me do it (cliffhanger for later). Is happy (for now), but is also informed that I will get my confirmation of the cancellation within the next 24 hours. Wich is also the time duration for transfering my voucher amount back.

and now to the cliffhanger.
I made two orders. And Beatice did not catch the oppotunity to ask my which of my two orders I wanted cancelled. That could be due to 24 hours latency in applying actual support.
So the order for my new adress was cancelled... And I had to cancel the wrong order by myself.

Now I am just excited to get my credits back.

Please dont buy something from this website cause they dont send it and customer service named Ceren told me I HOPE you will get your package:) .That is all:)

I purchased Zalando gift cards through my company’s rewards platform, expecting to use them on their website like any normal store credit. I intended to buy a Rains MacBook case – a fashion-branded item – but was shocked to find the gift card didn’t work.

Zalando support told me it was because the item "doesn’t count as a fashion item", even though bags and accessories do. The exclusion wasn’t listed on the product page, and the terms are vague and buried under fine print. Apparently, their gift cards only work on “fashion wearables” — a phrase they interpret however they like, backed up by the vague catch-all “exceptions reserved.”

To make it worse, customer support told me to “check the terms” and immediately closed the chat with no resolution. I now have £70 in unusable vouchers and no refund option.

Zalando’s approach feels misleading, dismissive, and deliberately unclear. They’ve designed this setup so you won’t know until it’s too late. If you’re considering buying gift cards or shopping here — don’t. You’re better off supporting retailers who actually respect their customers.

Package never received and possibly lost. Zalando refused to reimburse.

If it were possible to leave a zero-star rating, I would. I placed an order on Sunday and was informed that delivery would occur between the 8th and 11th. As of today, there is still no sign of the item. Despite contacting the company multiple times, I was only told that the order has been dispatched, yet there has been no meaningful update regarding its delivery. The tracking information simply shows that Evri is still awaiting the parcel.

I contacted customer service to cancel the order, as it has not arrived within the promised timeframe. However, I was informed that cancellation is not possible and that I must wait to receive the item—despite there being no indication of when, or if, it will arrive. The entire experience has been incredibly frustrating. Had I read previous reviews beforehand, I would not have placed an order with this company.

They use Evri, formally Hermes. Don't bother. Pay a fiver more and buy elsewhere. It really isn't worth it. Thank me later and don't risk it 😫🔫

I made an order on March 23rd, Zalando created a shipping label with Postnord on 26th of March but didn’t ship it. I gave them some time but when I checked the tracking number in Postnord and saw they are still waiting parcel from sender in April I contacted Zalando customer service. I was assured the parcel was shipped and Postnord did not update information on this parcel. (I did not believe that though). I was asked to wait 3 days and I will receive the parcel. The next day I contacted customer service again and I was asked to wait 5 days and the parcel will arrive. I was told the parcel was shipped on 26th of March but hasn’t reached Postnord yet. It was 3rd of April 😁 it means Zalando shipped the parcel 10 days ago but then parcel hasn’t reached the carrier yet 😁 I contacted Zalando 2 days later and I was asked for patience because the parcel was shipped already (26th or March 😁). I contacted Zalando again a few days later and the agent said they will investigate and will come back to me via email. The response was that they cancel my order and I should order the same goods again. So after waiting for 20 days and contacting Zalando numerous times , that was the result. What really made me mad is that customer service lied to me every time and blamed it on Postnor. It was also annoying that they closed the chat before I confirmed I don’t have any more questions.

Gift Card

I ordered a gift card 2 months ago, my friend never received the gift card, I have been sending emails to the customer service, which they do not have a clue what to do and they do not want to do a refund. I am so disappointed and frustrated at the same time, and I really do not know what else to do.

I had a wonderful experience with Zalando, their option to pay for items later is outstanding.

While one of the items ordered did not fit me (not the fault of Zalando, but the producer), return was very simple as well as the payment for other items

I don't know what happened to this store, it's a disaster. I had free deliveries, now I have to pay despite premium+. I settled with the payment deadline, it's not there anymore. Everything has been working perfectly for years, what happened to you?