www.zalando.co.uk Reviews 

Have used Zerlando a lot historically but in the past few years I have been put off by bad experiences, normally things going missing have to wait to see if it turns up therefore cant give a refund.
Well I gave them another go £144 Nike trainers, this delivered some children's pink sandals, different brand, not even in a Nike box. Called them today and I have to do all the work to return them before I get a refund. They will not send me the correct goods I have ordered, though I can pay another £144. It feels like their staff are scamming customers, where did the £144 trainers go, who mixes up Size 10.5 Mens White Airmax 270 with children's sandals by a different brand is a very different box.

I note other similar reviews.

TERRIBLE! I returned a pair of beige tennis shoes, but now they’re falsely claiming I sent back black used trainers. This is completely unacceptable! THESE ARE SCAMMERS! They took my money and the shoes. I am trying to have a full refund now!

ZALANDO AS A COMPANY ARE THE BIGGEST SCAMMERS IVE EVER COME ACROSS IN MY WHOLE 32 YEARS OF LIFE. PLEASE AVOID AT ALL COSTS. I ORDERED A VALENTINO BAG FROM THE TIKTOK SHOP AND IT ARRIVED DAMAGED, IN THE SPACE OF ORDERING AND RECEIVING MY TIKTOK ACCOUNT WAS HACKED AND NO LONGER ACCESSABLE. I CONTACTED THEM BY PHONE AND EXPLAINED THE SITUATION, I WAS TOLD TO RETURN THE BAG WITH THE RETURN LABEL INSIDE THE PACKAGING AS I COULDNT OPEN A DISPUTE, I QUESTIONED THEM ABOUT THIS AND SAID HOW CAN I MAKE SURE I GET MY REFUND IF I HAVENT GOT THE MEANS TO SPEAK TO ANYONE, THE WOMAN TOLD ME TO PUT A WRITEN LETTER IN THE BAG EXPLAINING THE SITUATION AND RETURN, WAIT 14 DAYS AND I WOULD RECEIVE MY REFUND. I THEN CONTACTED THE PEOPLE ON THE PHONE LINES AGAIN TO BE TOLD I NEED TO CONTACT THEM DIRECTLY THROUGH TIKTOK SHOP. I THEN WENT ON TO MESSAGE THEM 30 TIMES THROUGH TIKTOK SHOP IN THE SPACE OF A WEEK AND A HALF EXPLAINING MY SITUATION AND SENDING THE RELAVANT INFO LIKE ORDER DATE, EMAIL ADDRESS, HOME ADDRESS (to which it was delivered) NAME ON THE ACCOUNT AND ORER NUMBER!! I SENT SCREEN SHOTS OF EVERY SINGLE THING, THERES NOT A SINGLE SHRED OF DOUBT THAT I AM THE PERSON THAT PURCHASED THE ITEM. I LITERALLY SIGNED FOR THE BAG ON MY DRIVEWAY, IM IN THE PICTURE!!!! I HAVE THE RETUN SLIP, THE TRACKING SAYS ITS BEEN SIGNED FOR AT ZALANDO 5 DAYS AFTER I POSTED IT! I HAVE BEEN IGNORED TIME AND TIME AGAIN IN REGARDS TO THIS MATTER. I HAVE EMAILED THE PEOPLE AT THE “SERVICES” EMAIL TO BE TOLD AGAIN TO CONTACT THE TIKTOK CHAT WHO ARE IGNORING ME!!! I AM ABSOLUTELY FED UP. MY £84 HAS BEEN STOLEN AND I AM BEING IGNORED. I EVEN MESSAGED SAYING IF YOU DONT WANT TO REFUND ME THEN SEND ME THE FALTY BAG BACK BECAUSE AT LEAST THEN ILL HAVE SOMETHING!!!! ALL THATS HAS TO BE DONE IS THE MONEY REFUNED TO THE ORIGINAL PAYMENT METHOD!!!

Stole my money!!!!! £425 Returned my order said my return wasn’t in the package!!! So i apparently took a empty paper package that actually weighed 1.5kg to the post office and they sent back a empty paper package. Won’t even investigate just copy paste email responses that’s our final decision! Been a loyal customer for years. Absolutely horrid company never delt with anything like this before i’m not touching this company again. All you people saying oh i had great experience just wait till something goes wrong because that’s how i was until this.

Raised an order using a gift card. Zalando cancelled my order due to a logistical error and asked me to resubmit. Tried resubmitting but the gift card won’t apply as says it’s already been used. Tried contacting customer service multiple times explaining the issue, but they clearly do not read the emails properly constantly repeating the card has been reimbursed and to apply at checkout! Finally managed to find a contact number and their solution is for me to pay for the order again and they will retrospectively apply the gift card?! After experiencing this level of incompetence I am not willing to part with another £140. I want a refund!

Absolute incompetence. Stupidly bought a gift card to make an order. Half the order refunded to the gift card. Asked to reorder which I did and again order not delivered for a logistical reason. Refunded to the gift card. They won't refund in any other way and are unable to complete an order. I am a very active e-commerce user for over 25 years and honestly this is the worst company I have dealt with.

Customer service is dire. If you have a problem you won’t get it resolved.

My order was cancelled after it was already shipped?? They also were entirely unhelpful at getting my full refund back. Awful

Just received a email that they can’t ship my item Logistics problem (OK)which apparently they shipped 6th June and was supposed to be coming today not even shipped, now got to wait a week for a refund 😂I’m at my wits end with the company atm had nothing but troubles the last 2 months! I think that’s me done with them now after years of loyalty

Having read quite a few negative reviews (and a lot of positive ones) I decided to order anyway and use my credit card, as the total was >£100. What could go wrong?

The order arrived, 2 pairs of jeans and some smalls, everything was exactly as described and arrived promptly. I'd use Zalando again.

Thought this review might help some people make up their minds as you'll see from some of my reviews that I'm quick to moan when things are not right.

They’ve promised a price match through an email and then they said “sorry it was a mistake, we can’t do it”. And when calling them they don’t have a reasonable response so they decide to hang up the call. Very unprofessional customer service.

I really don’t understand the negative reviews with this company. I ordered some Nike trainers and they came on time with no issues. Got them for a great price too.if you’re thinking about ordering but hesitant, I can’t recommend this company enough. Will be getting all my trainers from here in the future.

I rang customer service to request a dust bag missing from my recent handbag purchase. I was informed the only way that would happen was if I returned the item and they would resend another handbag. This was not an option because it was to be gifted by the weekend. Customer service was unwavering, the staff member I spoke to, was lacking in all aspects of polite communication.

Order from them over a week ago and stated order had been shipped but never turned up. Have had 3 online chats ended with no help what so ever with the comment just bear with us from Wilson, Crystal & Victor, never use this company they have all these offers on thinking you are getting a deal where actually you are being scammed out of your money. Will be contacting my card provider as a scam company.

Ordered shoes and never arrived. Evri still states ‘were expecting your parcel’ so they have not even got it yet. FAKE scam company. The emails from Zalando keep telling me to be patient when I ask for refund. SCAM SCAM SCAM. DO NOT BUY FROM ZALANDO.

Terrible scam company. After 10 days nothing is delivered. They make me contact support 10 times and give me only lies and different information. Terrible shopping experience. Don't trust them. They will take you money and give you fake tracking number and never ship the item l.

I read the reviews before ordering some trainers and was a little hesitant but they came on time, the company is based in Germany and everything seems legit, I think there may be some sort of issue between Zalando and Evri but I didn’t experience it, I thought it only fair considering the poor reviews here to speak up and say my experience was fine

My delivery has still not arrived being days late ive waited at home for it at it’s not come and now it’s being returned when nobody has tried to deliver it don’t order from here shocking service

Terible company. Used Evri to deliver my parcel and have not received it. I chases Zalando filled in there numerous paper works and all they did is said the parcel is delivered as per tracking nothing we can do. NO POD NO PICTURE nothing just a scan. Lost over £113 had do section 75 to get my money back. Don't order they will go bust soon with this bad service.

I ordered some Nike trainers on 13/05/25 and they were dropped off at my local post office on 17/05/2025. I was a bit wary because of the bad reviews but I cannot fault this company. Happy with the shoes and service.