www.zalando.co.uk Reviews 

Absolutely ridiculous customer service! I pretty mjch waited over 2 weeks to return the product. Evri had no driver to collect it first 2 weeks & then after collection the parcel was lost. Evri emailed me they have lost the parcel & to reach out Zalando & inform them the same. When I reached out to Zalando their customers service agents have been replying saying they have not got the return so they cannot refund!!! I forwarded them the email from Evri & still the same response. It not an expensive purchase but it's my hard earned money ! It's been over 4+ weeks now & still waiting for my refund. The CS of Zalando are so rude unhelpful. I am going to take it up with my bank and customer rights for the stress I have been through from past 5 weeks ! Never ever gonna use Zalando again ever just cuz of the worst customer service experience.

Honestly, despite the nice looking website, this company is a complete joke. They use Evri, which as is well known are a horrific delivery company. They dispatched my order in three parts, the first two (consisting of one item) arrived in about three days, but the last delivery (consisting of 5 items, at about 70% of the order value) failed to even make it to my address.

I got an email "thanking me" for my return... a return I wasn't even aware of, they then refunded me for 4 of the five items. Confused, I contacted Zalando about the missing fifth item. "It probably went missing"... so what now? do I get my money back? their response, please fill in this "legal form"... I fill it in, then they tell me the signature "cannot be my name", "you didn't confirm when you sent the item back"... wtf? my name cannot be the signature? how can I give you a date I sent it back when you lost it, I never even touched the parcel? At that point I told them to either refund me or I would get my credit card company involved, and failing that the small claims court. They sent the money back the next day.

Abysmal company, avoid.

6 days after I ordered and my parcel is still packaging !!

The customer service is a bad joke

The chat is systematically ending too early or in the middle of a concession

The phone center is just awful
The email is not precise

1st time and last time I use Zalando!!

I prefer pay more and to buy in a reliable shop !

Instead of trainers received 2 bags of protein powder - untampered package that supposedly weighed 0.001kg according to the postage label.

I now need to return the incorrect goods and the item I ordered has gone up in price.

Edit: Aug 21 - they are now accusing me of returning items that they do no stock in their warehouse. How is this possible when that is exactly what they sent to me?

I returned an item that arrived broken the same day it was delivered (there is a digital trail of receipts for this) using their very own drop down form on the webpage to request returns. Zalando did not notify me it arrived back to them (with their label and their partner Evri) and when I enquired a week later they sent me a dismissive passive aggressive email to say 'it had signs of use' (I returned it the same day because it was broken as i mentioned on their returns portal-and they still have the item) so they won't refund me almost £500. This is theft and I am in shock at how it is legal.

I used Zalando for over eight years but the service got progressively worse so I stopped using in June 2024.
I decided to give a second chance so ordered two T-shirts, same company, same order. Decided to use express delivery service at cost of just under €6 for next day delivery. Got an email saying one would be delivered today as promised but the other one would be delivered on 30 July, seven days from order date 23 July.
This company has the worst customer service of all. They don’t care about the inefficiency of their delivery drivers and it’s not easy to make a complaint. If you do , you normally get a useless standardised email
Never again. Avoid like the plague

Absolutely disgraceful service from Zalando. I placed an order, and the parcel never arrived. According to them, Evri (their delivery partner) returned the parcel without even attempting delivery. I never received any notification, no card, no email - nothing.
Then I was told I have to wait for the parcel to return to them before they issue a refund. Why should I wait for something I never received in the first place? This is not my fault - yet I’m left chasing my money while Zalando blames the courier and refuses to act quickly.
And now, to make things worse, they tell me that the price of the items has gone up - so if I want the same items, I have to re-order and pay more. Seriously?
So I’m out of pocket, I’ve wasted time, and now I’m being told to spend even more for something I never got in the first place.
I called twice to their customer service and they just hung up mid-conversation. No call back, no resolution, just a complete lack of professionalism.
I expected far better from Zalando. This whole situation has been a nightmare and has completely put me off ever ordering from them again. Sort out your delivery process and take some responsibility for customer experience!

I ordered a top and was advised my order would be delivered on Thursday. Evri being Evri of course never delivered the parcel. I flagged this to customer service and was told to wait a further few days for delivery. I waited contacted customer service again by now it had been a week. I was told to fill out a form. No apology no offer to provide me a refund. I filled out the form and sent via email. I waited several days no contact for them. I reached out again to customer service and I’m now being told I can’t get my refund until they have resolved their dispute with Evri. I flagged that as the customer you shouldn’t have to wait for your refund. The refund should be issued whilst you resolve the missing parcel and claim with Evri outside of me. Again my complaints not being heard. Spoke to a rude customer agent on chat extremely unhelpful and party ally fobbed me off. I’ve never heard of a company holding onto your refund whilst they sort out their claim first. Don’t shop here as you’ll never get your money back. Plus you’ll experience rude and dismissive customer service and agents

Absolutly dishonest company !!
I ordered a jacket for £203. Didn't received it. The courier give as a "evidence of delivery" a picture of an other door (not mine) and another adress (not my building). This is exactly an evidence of wrong delivery, but Evri and Zalando don't care. They don't want to refund my money after 1 month of unuseful and crazy discussions. I don't know what to do with them ! I lost my money. £200 is not a joke !!

Ordered trainers over 2 weeks ago . One week past delivery date still not arrived. Terrible customer service. I can see I’m not going to get my trainers or a refund. Should have paid £5 more and bought from Amazon and I would have my trainers 2 weeks ago. So annoyed. Never again !! Sent 12 emails and just told please be patient every day !!

I paid for men's trousers and was sent a a women's dress! I guess, they are similar... I wrote (because one cannot actually talk with anyone) and had 5 different (or so it appears) people reply. They offered no value, I have to send back the women's dress, and now they are asking me to re-order my trousers. I don't think so.

quite shocked at Zalando's recent form, I have been a customer for many years without problems. With that record, when I sent a return (which I can tell there is a problem with on the tracking, but I used their chosen courier and return slip), they didn't refund me after the 14 days. Their own terms and conditions state they will refund after 14 days with proof of dispatch. I provided this. They got me to sign a legal proof document that this had been returned and then said it would be referred to their legal for a decision and may take another 2 weeks for a decision. I had to send strong mails to them about violating their own terms and conditions, all of which went unanswered. I got the refund on the back of one, but no apology or correspondence referring to my complaint. TBH, if their returns process is not stable, and they are shifting towards blaming the customer, then frankly I don't know if I can trust them anymore for purchases, which is a great shame.

I would avoid. Poor customer service. One good point is they respond quite quickly, but do not add any value to your query, request, concern...one will say one thing, another will say something else...they can't honour their commitments.

Sent xs instead of xl T-shirt for my sons birthday on Tuesday , customer service no help at all ,

Terrible not received my refund yet! Nearly a month! They obviously think they can keep your money and items you have returned very poor needless to say wouldn’t order off them
Again!

2nd experience I've had with this company now where returns have gone missing and they won't refund you despite them receiving the parcel back. I advise you all to do your returns with the post office as they record the weight of the parcel where as EVRI don't

I ordered a hat and it got lost in transit and they have the proof of this yet I have to print out a form and fill it in to get my refund. And they have the proof from the evri there delivery company dont order from here they are thief's.

Amazing! Ignore the negative reviews but I had a bargain for a pair of trainers and now they back To original price, shipping was pretty decent

I think it is a great opportunity

Took 7 days for delivery. I order from UK. My parcel is ordered looks authentic.