Zalando Reviews 

I get an email saying my order is out for delivery and then mid delivery it said that the delivery was interrupted and “refused” and that it was going to be sent back to the sender and after talking to DHL they said it was most likely cancelled by the sender. The customer service told me I would be getting a refund in 14 days and were very unclear about my gift card situation leaving me hesitant.

Terrible communication. Ordered two articles which were confirmed to arrive 3 days later. After a week, an investigation was started. Without further notice, the payment was reimbursed again a week later. By this time, the articles were sold out. The (probably AI) online chat person told me the articles never left the warehouse, and told me twice that I simply could reorder the SOLD OUT articles.

I’m a Zalando Superstar customer and have shopped here for years, usually appreciating the service and efficiency. This time, I'm genuinely disappointed.

I ordered a Hugo Boss pullover one day before a 15% promotion began and asked if Zalando could simply refund the difference, a goodwill gesture they have done before. Instead, I received three copy-paste replies quoting coupon validity dates and ignoring the actual question.

The suggested “solution” was to reorder the same item and return the first, doubling packaging, transport, and emissions. That’s not customer-centric, and it certainly isn’t sustainable. For a brand that builds its image around responsible consumption, this policy makes no sense.

I love Zalando! They deliver very fast and if you have returns, they refund it in 1 week time once return was received! I also had a wrong delivery few months back (model of a bag) but they respond time and replacement were very fast!!! They have the best customer service in the Netherlands! ❤️❤️❤️ forget ZARA THEY ARE SCAMS in refunds!!!

TERRIBLE CUSTOMER SERVICE. I reached out over chat and conversation was ended by the employee, who didn't help me and before I was able to type out a response. I'm getting different information from every single person I talk to. Maybe do better at training. It's been 2 weeks waiting on a package and I still don't know what is happening and if I'm getting a refund.

Disaster, returned two items 34 and 75E , only this one for 34 was processed. I worked at returns so I know that the person processing return simply stole my item (more expensive one) and processed the rest…shameful for company this rank

I ordered an expensive watch from Zalando. Its arrived and did not like it. I returned it in one week. I was expecting to get refund but nothing happened. At the end of second week i called the customer service and they told me the package arrived in warehouse but there was no product in it. They told me 'be relax, we will take care of it. pls fill this legal statement.' I did it and i also find both order PostNL link and return PostNL link. You know, PostNL always weigh the packages before accepting them. And in both PostNL tracking link the weight of the packages was 0.22 kilograms. I shared this details with Zalando as well. Then one week passed, nobody is contacting me. I called again and they said sorry we are not giving your money back!! Why am i paying for anybody else's irresponsibility or mistake? I dont know what happened the product itself but when i returned, it was inside the package! What should i have done, delivering it myself to Zalando warehouse!? I will never order from Zalando again!!

Shitty ass website low quality products do not order from here and awoide

What a truly horrendous organisation. A new coat ordered, received a date of in 5 days time for delivery via Post.nl. Nothing arrived! No way of reaching them. Suddenly two more delivery dates and again Post.nl have no sign of the package. Today, 'Item Returned!' Waiting now to hear that I returned the item in bad condition haha. My advice? Avoid Zalando!!!!!

It was a good online store before they started confuse orders. The worst thing is that giving a refund takes ages and customer service doesn't give any information about when I can get my money back using template answer 5 working days that were already over. I am still fighting for my 220 euro for the order I never received. I will not expensive orders anymore and probably will dare to order only super cheap items and never use prepayment with Zalando. I absolutely have no trust to this store anymore and do not want to spend my time and energy on fighting for my money.

I firmly believe that they don’t have an idea about what customer service means!
They are unprofessional when a problem comes up.
I will never make another order from Zalando.
There are many stores we can do our shopping with extremely polite customer service and immediate problem solving!

What happened to this company.. disgusted. They are selling used and broken items over and over again; constantly loosing items from returns and then forcing you to prove you send it.. yakkk

Bought shoes on sale, got delivered the wrong size and now the sale has ended. Zalando refuses to send the correct size or match the sale price after the return AND stopped replying to me through email twice.

Absolutely Horrendous Experience – Never Again

I ordered just a simple cap from the Zalando app, and what followed was the single worst shopping experience I’ve ever had. The delivery service, PostNL, claims the item was delivered, when in fact it was not. I had specifically selected for my package to be sent to an automated pickup machine. Instead, the courier claims it was delivered to my home address—completely ignoring my delivery instructions.

The delivery required both an ID scan and my signature. At the time of the supposed delivery, I was overseas with my ID in my possession, so there is absolutely no way they could have scanned it. If PostNL checked their own system logs, it would be obvious they bypassed their own security controls. On top of that, the signature they claim to have received looks nothing like mine—it doesn’t even remotely resemble my actual signature on file or the one on my ID.

When I raised a complaint with Zalando customer service, I was met with utter indifference. They simply repeated that they had “investigated” and that since PostNL says it was delivered, there is nothing further they can do. Meanwhile, PostNL tells me to contact Zalando for any queries or complaints. So, I’m left caught in the middle of two companies who are pointing fingers at each other while my item has essentially been stolen.

This is beyond unacceptable. The complete lack of accountability and the refusal to take responsibility is nothing short of disgraceful. Both Zalando and PostNL have demonstrated that they don’t care about their customers, nor about their own supposed delivery protocols.

I will never order from Zalando again, and I strongly advise others not to either. Save yourself the frustration—because if your package goes missing, they’ll wash their hands of it and leave you with nothing

I returned, let's say, 8 items and sent them back all in one parcel. They said that they received 7. I said that one item could not magically disappear. They refused to give me my own money back. I demanded to see a video footage of opening the parcel, as the item was clearly returned. They refused and just stole my money.

What terrible customer service, horrible delivery times and charged me for a package that was not delivered to me and was stolen!! Do not recommend, shop from other places and save yourself the hassle

I was a customer at Zalando for 15 years. Over the past few years, Zalando has gone seriously downhill. What they're doing now is pushing unsellable clothing onto customers. The customer service isn’t the Dutch service we used to know anymore—it’s just foreign workers based abroad, clearly using ChatGPT to translate and send emails.

Out of nowhere, my account got blocked. After endless emails back and forth, it turned out there was no reason for it, and I never even got a notification.

The customer service is completely useless, mainly because these employees have no clue how to deal with customers. They’re sitting in some foreign country, clueless about proper service.

This is why so many customers have stopped ordering from Zalando. Bad quality, ridiculously long delivery times, and a customer service that’s neither helpful nor knows what they’re doing.

I’ve deleted my account. I’m never ordering from Zalando again what a mess. And it only gets worse every damn month.

If company using Ai to email ans trnaslate with foreing workers its better to stay away it will cause problems.

My order nr. 10201184550336

Bought a vest on zalando.nl. Received an e-mail that it will be delivered on 01/07. They delivered nothing. On 03/07 I received an e-mail that my vest was returned succesfully. No apology, no explanation. An automated message written by AI is not a big deal I guess. I will pay more to buy from another seller instead of buying for cheaper from zalando.

Very disappointed with Zalando. One pair of shoes (New Balance) was missing from my order, and customer service refused to help. They claimed everything was scanned but provided no real proof, like the weight of the package. I received an incomplete order and Zalando won’t take responsibility. I’ve contacted Thuiswinkel and will not shop here again.

Yesterday I bought a pair of shoes from Zalando along with other things. The price was € 56,00. Then today, the Lacoste shoes in my order were cancelled due to "out of stock". But look, the same shoes, same brand, same seller and same size are still available on the site, and the price is now € 89.95. It's miraculous!