Zalando Reviews 

I bought an item in the beginning of the month but never got the confirmation email. After a few days I called to ask what happened since my money was taken from the account. They informed me that there was no order in their system and therefore the money should come back after 5 banking days. This never happened. Now their customer service is avoiding helping me and seem to claim they have no responsibility. My bank confirmed that the money was sent to them. Unbelievable that such a large company would act this way.
Simply not worth buying from them.

Terrible customer service, they do not care about the customer and I am still waiting for a refund after a month. I have contacted them about the issue three times and they always assure me that the money is on its way. No apologies, no compensation, no nothing. Give me my money back!. So dissapointed and will not buy anything there again.

Satisfied with the delivery but product quality is not as good as I was expecting. Stilll, I will buy again,

It is absolute crap. There is no customer service at all, and they do not care about the customer in any way. But, they have tons of brands and articles to chose from, so what other site offers that? I got my last order in a destroyed, poorly packaged box that was returned automatically without me ever getting it at the postoffice. There is no way for me to let them know that I still want what I ordered. Instead they simply cancelled the order upon return. Yea, its crap

Customer service is quite ridiculous. They must be cutting costs in the customer service agents training.

I have a delivery issue where I live that happens once in a while and most of the companies that make the mistake can fix it quickly, as it is very simple.

However Zalando on the other hand, they cannot fix the simplest of issues. And talking with them is such a headache, it's like talking to a robot that has been wired wrong and is running out of battery.

Products are fine (if you get the correct item) prices can be good but just know everything is only okay if it works, as soon as there is an issue I hope you can avoid customer service, as you'll get nowhere.

Order at your own risk

This was the worst experience with online shopping ever. Someone messed up my address so they decided to send it back to Zalando, I haven’t even got an email or text message about my package being resent. I am so mad. This is so unprofessional. I have paid for my package but I haven’t got it. Don’t buy from zalando guys seriously. Bye.

If I could give no stars that would be accurate. I've wasted time choosing stuff here which they are unable to take payment for - don't even bother wasting further time with customer service if this happens to you - they can't help either. Really frustrating

Used to buy from Zalando with invoice (like pay after 1 month or so after receiving the goods) for last 10 years or more maybe.
A problem with return occurred last time I bought from them. It was their partner I returned to and things seems lost. They provided me with free return label, tracking wasn't working and I didn't safe the receipt. I argued with Zalando but..they returned full amount.
Instead, I bought from them recently, as usually requested invoice..and what they did is that THEY BLOCKED ME FROM BUYING WITH THE INVOICE. Seems as a punishment. Customer service provided pathetic explanations. THIS IS FREEDOM AND DEMOCRACY NOWADAYS.

WARNING! Absolute worst customer service ever!!

Ordered a jacket as a Christmas gift. They sent a cap, not even close… Misstakes might happen, but how they treat customers when something goes wrong is far from good.

They asked me to print a return label and send the cap back before they could pay back money, and they couldn’t send the jacket I ordered!!! So I had to order again from this crappy company. If they could even offer a tiny discount after all this? Of course they couldn’t…

All they say is ”we are sorry” and stuff like ”we care about our customers” bla bla

One thing is for sure, THIS COMPANY DOES NOT CARE ABOUT THEIR CUSTOMERS!!!!

Will never ever order from this company again

Zalando is great as long as everything works. As soon as something goes wrong it suddenly turns into the worst company in the world.
The customer service is below and beyond everything bad you can imagine. They don’t want to answer your questions, help you out with your problem, they just want to go home and stop working. They don’t even listen to what the problem is. I think that Zalando must be a really bad employer since everyone are really rude and don’t really care about it. It always comes from above in these cases at a company.
Second of all is that they try everything in their power to rip you off. If a returns goes missing/wrong for example you have to send proof of ID, signature, write a legal form they have and so on… to get your money back. Here the CS won’t help you out either so you need to find this out on your own. A lot of energy and time will be spent on trying to solve the problems yourselves. I am convinced that there are a lot of ppl who doesn’t have the power to do all those things and Zalando gets to meet their money anyways. Total rip off. You eventually get the money back but it will take you a quite while and energy to do so.

They don’t deserve not even one star… I order a winter jacket size M and I received a wind jacket size XL and they didn’t help me with nothing …” just return the jacket “

Great products, great prices, great service!!

I've placed 4 orders with Zalando over the last 3 weeks and everything has been perfect! The items were exactly as described and very well packed.

Everything was delivered really quickly and the trainers I got were a real bargain and a fantastic deal.

I will definitely be back for more items in the New Year and thank you so much for such excellent service!!

So here is my customer experience. I needed a suit for a special occasion. As I needed it within a week and I don't really had time to go shopping, I checked online, I found Zalando. So I found the suit that I wanted and while I was at it, I ordered some other things that I don't really needed, but that could come in handy anyway. I placed the order and after a couple of days I decided to check on which day I could pick up my stuff. To my surprise when I went to my overview, my order said 'du har annulerat 1 artikel'. I did not cancel anything, so I wrote the (very difficult to find) chat service. Someone named 'Rej' explains to me that it was not me that cancelled, but it was the warehouse, because the suit was no longer in stock. At that moment I already checked if the item was still available and the suit could still be ordered. So I tell Rej this and he/she answers that sometimes the website is not updated yet (so they can cancel my order, but they can not update the website that the item is no longer available). I tell Rej that I think it is very bad service that they did not send me any notification. I mean, I needed the suit within a week and lost a few days waiting for my order to arrive, without knowing that the item was not available. Rej's answer: but all the other things you ordered will be delivered soon. I explained Rej the importance of the suit and that the rest was actually a bonus and that I really did not need all this. Rej is the usual robot and wishes me a pleasant day if I have no further questions. Of course I accept that it was/is my own responsibility to have the appropriate clothing on time, but I'm rating Zalando's service here, which is non existent. They simply do not care about the customer experience and Rej showed no interest in my story and no interest to improve the service Zalando is providing. A simple message in your email that an item is not available is the very least you would/could expect from such a big company as Zalando. Then you could go even further thinking it might be possible to offer similar items when a certain item is not available or offer a discount if I still want to find another suit at that specific moment. There are a million options to make a customer at least a bit more satisfied or happy. But like I said, Zalando has no clue whatsoever what customer service means. All my other products are on the way, that's why I decided not to give 1 star, but 2.

I love ordering on Zalando, but I would wish them to have more efficient system to track the returns and due payments. It is difficult to track it via emails, some of them can be lost or missed, and in the end you can miss the moment when all the returns are registered and final due amount is confirmed. Actually it is very strange that such a big company is not able to create some working solution for returns and payments. I do love ordering via Klarna, due to their system of reminders (before, not AFTER the due date😉) and very easy way of tracking the returns and final amount to be paid.

Terrible customer service, rude and extremely u experienced! They can't answer a single question! Terrible to return a package since they take ages to register it and even more time to have your money back ! Run run !!

A parcel was delivered to the wrong service point. A two-minute conversation with customer support resolved the issue. Very professional, 5/5!

What takes it down to a 4/5 overall is that the phone number to customer support was a bit tricky to find, had to scroll around the help & contact section for a while.

Terrible service.
I have received a lot of payment reminders for products that i have returned, I ve got email about products that I haven’t ordered and today I received someone else's product instead of mine!
Not gonna order from Zalando again!