Zalando Reviews 

I received a poor-quality item, and when I tried to contact Zalando for a refund, it was impossible! Their customer support is unresponsive, emails go unanswered, and they send automated messages with no real help. No way to reach a real person!
Avoid if you expect decent service. 🚨

Terrible experience. Second time I bought something, second time I had problems returning their products.

I was never refund for return item! They claim they did not receive it. I returned 2 items and they refunded only one…

Waiting the whole morning for three consecutive days and instead of delivering the parcel, I receive a message from Celeris saying they would have not been able to delivery the parcel because there was no one when they tried to. The parcel is returned without my consent and the money is still missing.

I have shopped with Zolando multiple times without any issue. I have returned things multiple times without any issue , I love shopping with them because they are convenient , great with Delivery and up until now great with returns, however for the past month, I have been getting zero help via phone calls or via emails to return to items , yes they are answered but zero help given. The company that was meant to collect the returns from my address, never collected it. My multiple attempts at getting these items returned have been met with many empty promises. The fourth collection date has come and gone and the boxes are still collecting dust. I have ordered another thing from Zolando that has been dropped off right next to the two boxes still waiting to be collected.

The customer service is chaotic contacting somebody that can help you is near impossible. I am really disappointed. I get conflicting emails twice a day. Nobody can give me a simple answer on when the parcel will be collected.

This issue is still on going.

Absolutely disgusting experience. The customer service is basically a bunch of people copying and pasting the same generic replies. No help at all. Also, constant delays with refunds. Well, at this point I don't even know if I get my money back, because it's been so long (any promised deadlines have already passed). Zalando feels like a scam.

My girlfriend bought a gift for me from this site and it never came. It was an expensive gift too. The people she talked to were a**holes as well. They wouldn’t respond to her questions and they just kept telling her that the package will arrive the next day. Spoiler: It never came. They’re also being very difficult with returning her money to her account. They're complete scammers. I don’t recommend buying anything from this site, and if you can, just try to find the product you want on Amazon.

Customer service is absolutely non existent. Got hang up when asked to speak to superior which is illegal. The service women kept repeating the same sentence like a robot. DO NOT SHOP HERE. A business is only as good as the service they provide. If you hang up on people you should be fired.

Literally taken my money and didnt deliver the package... I has been delayed for over two weeks, contacted their customer service who guaranteed delivery the next day and then it never arrived. Once I contacted customer service again I was told the package is now instead being returned to them and I will not receive it. They offered nothing at all in line with any compensation for ruining my order, after awhile they said I can get 10% refund on my next order which is a joke. Permanently lost a customer and I am still waiting for my refund btw, absolute joke of a site.

Order arrived 2 days late but courier's fault.
Jeans I ordered were exactly what I ordered, perfect!

I ordered something on 17th of December, they missed the delivery for Christmas (yes, no gift on Xmas) and then on the 27th they said they tried to deliver (no one saw them here...) - I called then and requested a 2nd delivery on the 31st >> guess what?? They lost the package and said I would have to Apply FOR A REFUND AFTER A FEW DAYS - yes, they forced me to wait days and to fill up forms (either print or digitally sign) to request a refund BECAUSE OF Their MISTAKE - so far it's 2025 and I have no goods and no refund 😂😂😂😂 well, if you have the option to choose a different company, do it... I should've looked st these reviews before buying my Xmas gift there

This was the worst Zalando experience I had. Never had such customer unfriendly Returning possibilities and the customer service itself was horrible. 4 different agents were answering me and no one of them read the former emails. Unfriendly and not Heidfeld st all. Will never order again there.

If I could give this company zero stars I would. I made two orders in two months. One order for 3 pairs of shoes and the other for 2 pairs.
I returned the first order but they only refunded for 2 pairs. I had to fill in a form to get the full refund.
It was such a procedure that when the second order eventually arrived I was so annoyed that I sent it straight back. Guess what? They have only refunded me for one of the two pairs. Now I have to wait till they decide to refund me MY money.
They have no system for checking that people return all the items they say they will, so it’s simply them deciding they don’t believe you and you having to chase them up to get your money back.
WORST COMPANY I HAVE EVER ORDERED FROM.

Zalando solía ser bueno, pero ahora utilizan la empresa de envíos Celeritas y las entregas ya no funcionan. Además, utilizan inteligencia artificial para responder. Subestiman a sus clientes. En el futuro, realizaré mis pedidos en otras tiendas en línea. Zalando no tiene ninguna de sus propias marcas, así que no los echaré de menos.

Zalando used to be good, but now they use Celeritas shipping company and deliveries don't work anymore. They also use AI to respond. They underestimate their customers. In the future I will order my purchases from other online stores. Zalando doesn't have any of their own brands, so I won't miss them.

Good range of products and competitive prices, but items just do not arrive. The issue is not Zalando exactly, but their terrible choice of delivery provider - Celeritas. Until Zalando drop Celeritas and use a better delivery service they only deserve 1 star. Waiting at home day after day for deliveries that never arrive is a complete waste of the customer's time. If Zalando/Celeritas offered collection at a pick up point it might be better but they do not offer this. Unfortunately I cannot afford to use Zalando again.

I placed my order almost 14 days ago now with the original delivery date being 3-4 days after my order. I was called by the courier at 21:00 on the original delivery date telling me that he was 10 minutes away, 20 minutes later and no driver, he phoned me and told me he had passed the package to another driver who would deliver it on the next day (Saturday) low and behold, no delivery on saturday. I waited until monday and spoke to zalando on the online chat as there is not telephone number for them. I was told that the delivery would be on that day and not to worry, they have it all in hand etc. Guess what, no delivery, i was then told the same thing everyday by zalando for 5 days in a row just to receive nothing. I am now being told that they will talk to their transport company named celeritas (which by the way looking at all the reviews on here is the main culprit for the bad service) and do an internal investigation to see what has been happening until i can now get a refund. So not am i only 2 weeks without my new paid of trainers that i wanted for a trip, i am also 120 euros out of pocket until they can resolve things on their end.

Celeritas does not manage to deliver. All a waste of time. Shame they use such an amateur delivery company. But looking at the feedback on Trust Pilot, it is amazing that Zalando isn’t just changing their shipper.

I’m really not grasping the reviews I read here, I’m shopping 🛍️ on Zalando for 10years now, the immense choices of brands and products are unparalleled with other sites.
Celeritas is bad courrier company for sure but most of them are, therefore it would be fair to post the bad reviews on the sites of these companies not Zalando.
I never had a problem with customer service or refunds, they are 💯% reliable and always refund immediately upon reception of the product. I had a package lost by courier a couple of times and I always got refunded by customer service immediately. 💕💗💕Love Zalando

Same problem as everyone else. Parcel with Celeritas not delivered on time. Zalando customer service seemed friendly first. Silence next. No parcel. No answer. Fraudulent. Never again!