Zalando GmbH Reviews 

I order regularly a lot of clothes from zalando, never had any bad experience. They accepted returned clothes due to incorrect size with no problem, and the return is free.
Sometimes it’s better to check the prices in other shops, as for example Kerastase was significantly cheaper on Amazon, but usually it’s the same price or cheaper because of different sales

I made a return to Zalando, which was confirmed as received by them in the shipment tracking. However their customer service sent an email (to my Spam) saying they had received a package that they couldn't identify it (despite the return pckage including the order and return form). I did not find that email until weeks later when I was trying to contact their customer service. Now they have replied saying the case is closed - ie they have received the return but will be keeping my money because I didnt reply to this email. It's theft. After many attempts to try to escalate the case, they send me the same template email - while they received my return, I didn't reply "on time" so they won't make the refund. Absolutely horrible.

I've ordered a jacket as it was stated to be made of 100% cotton (outer, filling, lining) only to find after a delayed delivery that it has no inner filling and the interior lining is actually made of mostly- 80% plastic. Such false advertising/ deceitful description of items intended at scamming customers into ordering is at least troublesome, if not illegal. The response from the CS was not satisfactory either.

I don't understand why there are very bad reviews. I have the opposite experience with Zalando customer service. Whenever I called them, they solved the problem. Even once my delivery was lost and it was completely the failure of the delivery company; but they even solved the issue with the delivery company directly and gave me a small voucher as apology.

I received a used item without a tag, customer support was no help at all.

I absolutely love shopping at Zalando! :)
They having an incredible selection of fashion items, and the best part is that delivery is free, which is always a win in my book. Plus, the returns are super easy if something doesn’t fit quite right.
I always find stylish pieces that keep my wardrobe fresh and trendy! Highly recommend!

I am joining the "too many returns" crowd. I have just paid Zalando 741 chf for my purchases this month yet I received a notification of my account being suspended for 12 months. ERROR, Zalando. I deleted my account and am selling all my shares before they freefall from the "height" of 31 Euros. Talk of bad business decisions! I hope Mr Gentz's social media crowd watches this meltdown. The idea of e-commerce is completely defeated by all these blocks of accounts. Transaction volume will plummet BUT Zalando will save on dealing with returns, i.e. people will be fired. And not just in Zalando, the whole infrastructure will suffer. And it won't take long before the media is onto this senseless decision. A fine piece of PR it will be .. So: good bye, Zalando. One person leaving isn't much but I believe an avalanche exodus is coming. There are other platforms online, where people don't mind paying for returns. I don't. Jim Freeman improved Zalando. He left and it shows.

I have also been suspended for 12 months for 'abusive returns'. Unbelievable. I am a loyal customer, spend thousands on their website, I received no warning, just a suspension after using their service since 2012. Nobody can give me an explanation, and the latest customer service person told me to ‘stay calm and be patient’ - totally patronising. I wasn’t rude just stating the obvious! Never again. Mass exodus on the horizon Zalando!

In past i bought really happy by zalando. But not anymore. I DONT Recommend zalando for the next reasons:
1. You cant decide what kind of payment you want. They decide it and i say this, because I contact zalando and they told me that: we decide what kind of payment 😤
2. The gift cards is only valid for clothes and not always
3. Delaying with sending

TOTAL DISAPPOINTED. I WONT BUY ANYMORE THERE.
BAD SERVICE, 👎
DELAY DELIVERY 👎
NOT PAYMENT METHODS 👎
UNFRIENDLY CONTACT SERVICE 👎

I'm using Zalando for 5 years already and it's the first place I usually go to do my online shopping. And I'm totally satisfied with the service and quality. And I'm really surprised to see the negative comments. Yes, sometimes mistakes might happen, but in my case it happened only 3 or 4 times within the 5 years of regular heavy use of the service. Delivery is normally super fast and within the time stated on the website, return process is super easy and quick. Support team is amazing - there was no issue which I was not able to solve with their help. And I also highly appreciate the big choice of brands and regular discounts and special offers.

Just bought a puma backpacks and I love it. Grabbed a great deal at Zalando… don’t know why their rate here is low :/ this is an excellent online store with great deals and fast delivery

I have been using Zalando for over six years, and today, they hit the bottom.
Today, I paid for the item I didn't even keep. I returned it with another item of the same brand, and I didn't receive the return confirmation for one of the items. I was following up and provided the legal statement. Today, they said that no warehouse team hasn’t received it. This is happening almost every month. Last month, they sent someone else package. They made the same mistake in November and didn't book my returned item. I ended up paying for that, and today, again, I paid. The customer care girl told me I had no choice except to pay. Their warehouse team never makes mistakes. I have two more cases where they sent the return confirmation of the kept and paid items, but they are just getting horrible service. I am not sure if they are like that with everyone

Very good despite all the bad reviews. Good client service. When I had worries about delivery I sent my questions on their online support chat and when the chat was somehow disrupted I immediately got an email from them offering some other ways to contact them. As a result my question was answered and the problem was solved. The package was delivered in time, very quickly actually. Everything was packed well, neat and tidy :) Thanks for that! And a special thank you for offering payment by invoice. Very customer friendly! P. S. I just ordered another piece of clothing from them, hopefully everything will work out well this time too.

In March I ordered a watch for myself - Apple Watch for 800 euros, it would seem a big sum, but I wanted one for a long time, I decided to please myself for my birthday. But for my birthday I was given similar ones, so I decided to return them, I did not open them, the box was completely new and untouched. I sent a parcel according to their label, after a couple of weeks the parcel stopped being tracked, it just got stuck in one place. I wrote to them about this, Zalando waited for about a month, and then they wrote to me that they still did not receive anything, and there will be no return. I did everything that was required of me, as a result, the parcel either got lost on the way, or the company itself decided to deceive me. I have no idea. But the fact remains, I was simply scammed for 800 euros, in the end I lost both money and the watch, now I will write the 3rd appeal to the police, and I will write until I get at least some results. I totally do not advise you to use this store

they do not pay back money for returned goods. for the 3rd time, i have to file a petition with court. last time, they paid basically immediately after filing of a petition. but it is time consuming for customer, to always have to prepare the papers for the court...

I haven't received my order yet
Customer service always end the chat
I lost my money and never received my order because they left order over the door

seriously disappointed with zalando lately. Some of the shops never deliver to my door, always says I'm not at home (even if I am). Zalando promises to fix it, but it never happens and they ignore messages. Thinking of cancelling everything, beczuse i see no point in using this service

Zelando always exceeds my expectations. Very quick delivery. Seemless invoicing process, which allows me to order many items to try on and pay for the ones I keep later. Perfect customer service. Never experienced any problem as far as the refunds are concerned. They refund lost or damaged goods instantly.

I just love that they have selection of eco conscious fashion and slow fashion. And that I can browse clothes by the type of fabric they’re made of. I am motivated to get rid of polyester and fill my wardrobe with non-toxic garments only.

Very surprised to see so many angry reviews. For me customer service has never been anything else but courteous and prompt. They speak English.

Each month I shop on Zelando a lot. Perhaps too much, according too my husband 🙈🙈

I’ve been a Zalando customer for a long time, but after my recent experiences, I’ve lost trust in their service. Despite multiple complaints, Hermes continuously refuses to deliver my orders to my flat, falsely marking them as undeliverable—even when I’m home.

I contacted Zalando several times, and they promised to fix the issue, yet nothing has changed. To avoid further problems, I even requested kiosk delivery, but my instructions were ignored. Zalando’s customer service repeatedly assures me they are working on it, but there has been no real solution.

I gave Zalando another chance after stopping my orders for a while, but the same issue persists. This has been frustrating, and at this point, I am considering canceling all future orders. If Zalando cannot ensure reliable delivery, they should offer alternative solutions instead of ignoring complaints.

This level of poor service and lack of accountability is unacceptable for a company of this size. If you value reliable delivery, I recommend being cautious when ordering from Zalando.

Zalando is a scam .
Order passed the estimated delivery date and still hasn’t been shipped, can’t change the delivery address or cancel the order.
Customer service is rude and useless