Zalando Reviews 

Agents are impatient

3 different agents wouldn't let me finish the question before closing the chat without letting me explain or ask further or they would be asking 'are you still there?' after 10 seconds of me not responding (I was trying to make sense of the question they made because it didn't make sense).
In the end they did solve my doubt but after 3 tries and none of them was a good experience.

Parcel never arrived. Zalando said that there was nobody at my address upon delivery however the tracking info says there was a problem with the address provided.Fastway couriers requested my phone number for delivery but they never contacted me. Basically a lot of lies from both companies. I am now awaiting a refund…..,,

Parcel listed as delivered but never received. The courier link provides no info where the parcel was left. Someone was home all day on the day the supposed delivery happened.
Very frustrating

So far my experience with this company has been great. I'm astounded by the one star reviews as they offer amazing value for money and stock many brands at much cheaper prices. They are especially good for sportswear.

Ordered a pair of shoes, they were very late, the wrong colour, the wrong size and damaged when they finally did come. The customer service is also dismal. Shopping with Zalando is a huge waste of time.

Placed an order and it never arrived. Customer service insisted it was delivered but couldn’t show any proof.
This is a scam, do not use this company.

Possibly the worst customer service I’ve ever had the misfortune to have to use. Rude, unhelpful, inflexible, unwilling to try to resolve the issue. Don’t order from them unless you’re 100% sure you will keep the item, returning for a refund is pretty much impossible.

Hi i ordered 2 Hugo Boss jackets on the 29th of January,i have contacted their customer care team as they gave not been received yet,there response was that they were delivered and signed for but that is impossible as myself or my wife were not at home on the day in question aa we were at work,I would kindly like a full refund or the jackets to be delivered,

kind regards
Adrian

My recent interaction with Zalando was disappointing due to issues with their chosen delivery service, Fastway, and unhelpful customer support. Fastway's unreliable delivery caused inconvenience, exacerbated by Zalando's ineffective support. You can feel the unwillingness of the people from chat support. They sound robots and not humans, not even trying to empathise. I paid for the items, but they made me feel like I need to beg for them. Avoid them if you wish not to be disappointed.

Rubbish, don't buy from them, unfortunately I did , they only sell products that are damaged, keep your money and buy from a reputable company

Wish I'd discovered this review site before I bought snowsuit for new baby granddaughter! When delivered to her it had transformed to an XL Hilfiger ladies jacket. After calls, chats to apparent bots (as all replies the same), and emails (also bots seemingly) returned item not 'found' so no refund. Invoice to Hilfiger buyer with name and all details enclosed in parcel - GDPR? Buy from here if you're prepared to risk a similar experience, otherwise buy local.

I'm shopping here for quite few years and never checked the website on trust pilot. Honestly I'm shocked it has only 2.4 star rating. As said I'm buying here a lot including designer stuff. Never had any issues. Sometimes it happens that I don't like ordered items or the size doesn't suit me. Then I return and get a refund no questions asked. Once the order was lost and they refunded the full amount within few days after I emailed them. Long story short I fully trust this website and planning to place an order again

Just changing my review due to had to talk again to customer service about return. First girl didn’t even wait for me to type. I opened another chat, the last one didn’t solved the issue even if had to reprint a label the apparently was wrong and closed the chat on my face. Totally useless service.

Had a previous positive experience on Zalando with orders. Was aware of a price matching policy so I contacted Zalando as they had a jacket I was interested in purchasing. Other reputable sites had the product for a lower price however due to my positive experience I wanted to purchase from Zalando. Contacted their customer service and provided links to the sites as they requested. Declined to match prices multiple times. Was speaking to an agent on an online chat and they immediately ended the chat after declining! An abrupt response and then ends the chat. Extremely rude and unprofessional. Won't be shopping with them again and advise you to stay away

Four orders in a row of mine have missed their delivery dates now. Tracking is never available on their delivery partner’s site.
Zalando’s service standards have dropped dramatically.

Absolutely brutal service - they send incorrect items, parcels get lost and never do they take accountability or try to solve it for you. Days and days can pass when a parcel is lost, and they won’t refund you or acknowledge that they should make you whole and solve the problem themselves. They always need more time…
Many mistakes, zero accountability, zero care for their clients, absolutely the worst online provider I have used… stay away!

I places an order on the 12th Jan, their website gave and estimated delivery date of 16-18th, they didn't ship the item until the 19th and it's coming from Germany and there is no tracking information available through their website. They are trying to blame bad weather conditions for the delays despite the fact that they shipped after the storms and after the original delivery date. I contacted them for an update on shopping and also to advise there wouldn't be anyone to accept the package and they told me to wait until the tracking information was available and then contact the courier myself to try to sort it out

My husband ordered a suit and it was delivered today after 2 weeks and it was torn poor quality for the price and doesant look new .l am so disappointed because l am the one whi recomended it to him coz l am a regular customer there

I have always been happy with Zalando's products and service. But recently their level has fallen. You pay the full amount for the product, and they send the product used and even in non-original packaging. The last order was CK sandals, the shoe box is torn and not original, the color of the shoes is different and definitely not original CK sandals !Once they sent CK jeans and a tissue was used in the pocket!So where do they get those goods from?!The amounts are high and the quality of the goods is very poor!
As for the service, I am satisfied. They always respond quickly and solve problems.

I ordered a handbag, it was exactly as described amd arrived before its due delivery date. I will definitely order again