Zalando Reviews 

Ordered 2 items on Tuesday, was supposed to be delivered latest by today(14th of June).

No update, nothing. The tracking also still in process so no timeline.

I had to contact customer service myself.

After waiting a long time, she finally told me to contact zalando if the order doesn't arrive by next 20th of June. Are you kidding me? That’s 6 days late for my party. Now I cancelled the order and only god knows how long I’ll have to wait for my refund.

Conclusion: I’ll never order anything on zalando again. Not on time and bad service.

Not surprised zalando only has 1.5 stars here.

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!!!

Well they allow me to Oder some clothes and slippers with a good discount about 20% and I did order it, and it just didn’t arrive they asked post NL to return the parcel, it’s crazy, don’t use this service they will fool you like an idiot and waste your time. I have waited for a parcel for 5 days just to find out that it was returned by sender.

just places my order with zalando and must say that their shopping is horribly made. When I was trying to place my address for the delivery, it would not allow me or not find my house by the postcode even after trying different ways of writing it, so felt forced to select a pick up point. After that had to fill up the billing address, which once again wouldn't recognize my address, after trying for 15 minutes, I had to erase a comma, which usually is the right way of placing an address, (never had that problem in other websites). I had a voucher card where would allow me to not have to place my credit card number in the payment process but they would not allow me to put the voucher card number until writing down the card number and press select which created a moment of uncertainty because I was not sure if I was going to be able to write the voucher card number or my card was going to be charged immediately. All of this has been just to order the package, looking forward to see what is next :)

Ordered a dress (for 235 euros), and it came with holes in it. Contacted customer service and they refused to replace it or pay to have it fixed. Unbelievable.

Ordered and item woth €250 and was charged for it, then got an email that it's out of stock, but "good news" you'll get your money back within 14 days. I received 10% discount code, when received my money back used discount code to buy shoes that were delivered in the wrong size, contacting customers service got reply, sorry, but "good news, you can return it for a full refund that you'll receive within 14 days!" Ok, did that, ordered same shoes again and received them in different sizes! So basically I spend money, it wad held by Zalando, and I had to go to post office twice to return items. Waste of money and time!

This is the first online review I’ve ever written - and I’m 45, so I’ve certainly had opportunities before. Normally, I don’t bother with reviews, but I can’t stay silent this time: never, ever use this company.

I purchased a gift card for a friend, but for some reason, it never reached him (by email). I’ve contacted their support every single day for over a week trying to resolve the issue, but they’ve been completely unhelpful. The responses are short, generic, and show no sign that they’ve read any of the previous messages. It feels like every reply starts from scratch.

After a week of back-and-forth, I asked for a refund - which they also refused. So here I am, out of pocket, with a gift card that hasn’t been delivered, no resolution, and no refund. You’d think sending an email with a code wouldn’t be that hard.

The whole experience has been beyond frustrating. Their support feels robotic- like their only goal is to respond quickly, regardless of whether they’re actually helping. It’s like talking to a wall.

I’ve never encountered such poor service. Terrible company, terrible support. Avoid at all costs.

Absolutely unacceptable customer service and repeated failure to deliver what I paid for.

I ordered the same pair of shoes twice from Zalando — size 39 — and both times they sent me size 41. I wasted time returning items I never wanted, had to pay twice, and now they expect me to pay a third time and just hope they get it right? Meanwhile, I’ve lost the 20% discount from my original order, and they “compensate” me with a pathetic 10% code that doesn’t even come close to covering the inconvenience.

They admitted the product info on their website might be wrong — yet do nothing to fix it or guarantee a proper delivery. No real apology, no proper compensation, and no accountability. Just a return label and generic replies.

This is not how you treat paying customers. Be very careful ordering from Zalando — you may end up chasing refunds, reordering again and again, and losing both time and money in the process.

I have ordered few items and paid for it immediately. The day that they delivered the order I wasn’t at home and then they put it in a locker.
After work I went to pick up my order from the locker . The package was damaged I made photos immediately near the locker.
I was shocked the Ray ban sunglasses wasn’t there. I tried to contact the customer service they told me I have to fill a legal statement and I agreed and sent it to them PDF l. Then there was no action I did it for several times and then I got response that it is not their responsibility of the item is missing 🤦🏻‍♂️. I paid for the parcel 155€ .
The worst company and customer service ever. I’m really disappointed and annoyed they scammed me and stolen my money.

Extremely disappointed with Zalando’s service. I received a €50 gift card from my company and after four months of endless emails and false promises, I still can’t use it. Customer support has been inconsistent, unhelpful, and completely unresponsive in recent weeks. This has been one of the worst shopping experiences I’ve ever had. Would not recommend Zalando to anyone.

I ordered an item at Zalando that never got sent, and after a few emails from my side, the order finally got cancelled. However I never got my money back. I have sent about 8 emails about this, and each time I get the same automated response saying that I will get my money back within 5 working days. It's been two months now, and I still haven't gotten my money back. There seems to be an unwillingness from the Zalando customer service, because they ignore my follow-up emails, and I have to send a new request each
time. This is by far the worst experience I ever had with the customer service of a webshop.

I need help! I returned a box of items and I’m being charged for a pair of trousers that I returned. I can’t reach them anywhere. What can I do?

Put items in my sales box that were worn less than 10 times each. They returned them to me with ridiculous reasoning. I would love to see where the defects were:). For the amount of money they offer for the items, they have pretty high expectations. Not to mention they do this to resell them and make money out of it. No words. Greedy company, they think letting go of your clothes means nothing?

My experience with Zalando is very positive. I’ve been a client for many years and can only say that the service is excellent

i called three times and mailed even more regarding my giftcard balances that have not yet arrived BACK to my account after returning goods bought from the site. the issue has not yet been resolved since 17 April this is inconvenient because i cannot use my 250 euro when i want it!

Zalando is refusing to refund my return, claiming they haven’t received it. They’ve refunded nearly all the items except for two, even though I only kept one. This is absolutely unacceptable!

Goods were returned without even being delivered. For such a big company not to have a simple process of re-delivering without having to manually re-order myself is just pathetic. Add to that the fact that it's practically impossible to find their contact options (go to 'reviews and ratings' then click 'need more help' and they will appear), I can safely say that Zalando have just lost a loyal customer.

1 month ago I returned shoes and a belt together via DHL they told me that I didn't return the belt despite I need filling out the paperwork and showing proof of sending the package and in the end they say I need pay for product what I return zalando!!
and now this problem with the package worth 135€ I know that this is not a coincidence they are trying to cheat people! with premeditation!

I returned 2 packages on the same day to a parcel locker (post.nl) 04.03.2025. Zalando received 2 packages on 06.03.2025 at 03:00 which shows the tracking code of both packages. One package was successfully accepted and my money was refunded and the other package was lost in Zalando's opinion but the tracking code shows that Zalando received the package on 06.03.2025 at 03:00 I had to provide the tracking code, proof of sending the package, fill out the document after 14 days of waiting and Zalando's decision in less than 24 hours is that they did an investigation and I did not return the package, they do not have it and will not return the money. When I called Post.nl I learned the same thing I see on the tracking code, that Zalando received the package and everything went well. if I wanted to start an investigation I have to do it through Zalando because I received a return label from them and Zalando is not cooperating and says they have finished the investigation and Post.nl says there is no investigation.

how could one package be delivered on 06/03/2025 at 03:00 and the other one was lost even though the tracking code shows the same as with the 1st package, that it was delivered on the same day and at the same time!

It's one big mafia, don't order here because you will only have problems!

Zalando's return process is a scam—they refused to refund me for returned items without providing any proof that they were missing. Customer service keeps giving contradictory answers and ignores my messages. Under EU law, they must refund unless they can prove non-receipt, but they just stall and hope you give up. If you ever need to return something, be prepared to lose your money. Think twice before shopping here

I ordered a pair of shoes which were delivered in a 'safe place'. After searching for 2 hours we found them in an outside bin.
After more than one month of postal strikes in Belgium I received 2 letters asking for payment, ech with a fine bigger than the other. I paid instantly online.
2 weeks later another letter arrives with another fine.

In total I've had to paid 35€ fine for a 39€ pair of shoes. Nobody answers the phone to exchange on the matter.