Zalando Reviews 

I have long been a faithful client, ordering clothes and always paying in the due time. But recently I have not been correctly refunded around 50 chf.

Do not recommend their services

I would give a 0 stars but it is not possible. I ordered something and they sent me a QR code that does not work. Reached out to customer service and they said they cannot help me and I have to do a bank transfer. Then they do not provide all the details for the bank transfer. Just wasting my time. Do not order from them!!!! Totally incompetent and no customer service.

Zalando is the place to shop online!

While other online stores have started making deliveries and returns more difficult and are adding shipping costs. Zalando has a very transparent and easy to use ordering, shipping and more importantly return policy.

Apart from that, they have a huge collection of clothes and shoes. I basically buy the full wardrobe for my kids (age 3 and 6) there. Easy to order, try on at home and then only keep what they like and pay for it once it's chosen.

Absolutely horrible experience every single time I have ordered from Zalando.

You return the items and then have to fight to get your money back. Customer service is terrible. They do not understand the problem, they treat you badly, and instead of helping, they just keep putting more obstacles in the way.

I am still waiting for the refund for my latest return, and every single time I have ordered from Zalando I have had the same type of problem with refunds.

Never again. An absolute disaster of a company, and I would not recommend Zalando to anyone.

I was trying to get my hands on pair of shoes that were constantly sold out.Finally I got and notofication that my size is available. Immediately I added them to the basket and bought them.And what ? Few minutes later I got an email saying that they had to cancel it due to technical reason!! Im 100% sure it wasn't technical reason, they just sold something they didn't have....I'll never buy from them again

I highly recommend Zalando. They have almost everything I need from beauty products to clothes, bags, and shoes.

The shipping is usually fast, and the customer service is great. It can sometimes be a bit tricky to navigate the support options and reach someone. However, in my experience, any issues have always been resolved.
I especially appreciate that, alongside AI support, it is still possible to speak with a real person when needed via phone call or email. For more complex questions or situations, being able to contact a human and receive personal support is very reassuring.

Julia, from this store, generates negative reviews for other online stores. This demonstrates a lack of professionalism and a lack of healthy competition. Very bad.

After years of shopping in Swiss Zalando need to stop. They owe me 100 CHF becasue of their mistake and the customer service is unable to help me since 2 months.

Unexplained delays...item stays dispatched but never delivered. You contact customer service they only reply check with us in 2 days and then when you check with them on 2 days they repeat the same .When they ask you if there is anything else you need they dont even read your reply they just close the chat. Rude and useless. I will not be ordering from them again

I would like to warn all people shopping on Zalando website. I ordered a dress worth 280CHF, they sent a completely wrong article of a different brand but in similar colors worth 34CHF. After giving all the evidence of the same wight of the returned and received article, and all the slips possible, they refused my return and I have to pay for nothing. What fraud is behind this I do not know, but for shopping expensive things this is not a trusted place.It is obvious that Zalando is stealing, after all the effort they are refusing, it is me against big company. Be careful here, you will be deceived sooner or later, because customers do not have any rights. I have all the evidence, but they do not care. Be careful, there are many so honest and helpful companies to buy from, you do not need Zalando to steal from you. Very, very dangerous!!

Amazing service. Super quick and helpful

I am very disappointed with the returns process. An item I returned was unfairly rejected, and despite my evidence and verification by Swiss Post, I was forced to request the item back. Communication is slow, there is little transparency, and there is no support in resolving the issue. I would not recommend this service to anyone looking for reliable customer support.

Zalando,

This is being such a mess.
I’m writting you for almost 2 months to resolve a problem that is not my fault, it is yours.

Now, you even decided to add one more product to the wrong open bill instead of correct it and close it, and there are 4 open itens now. I’m tired of it.

Please, read and check all the chats I’ve written to you since the beginning of the problem in November. Read as well all the emails and photos sent, and correct the wrong bill still open on my account.

On 06.12, I answered you an email because I checked the app and I still had 3 open itens not delivered to my house and still had the wrong open bill.

I paid for what I kept, check your records. The rest is returned and what wasn’t delivered to my house was reported by chat at the same day in November, I also wrote it in the delivery paper with the itens returned to Zalando and you can’t charge me. PLEASE CORRECT IT, I DON’T NEED TO PAY ANYTHING ANYMORE.

I’d like to have the correction this week and don’t want to receive reminders anymore.

Thanks.

Good and efficient service in terms of delivery and goods available.
On the other side be aware that sometimes the transactions are international and you might be charged by your credit institution.
This is nowhere stated in Zalando policies that transactions are international (Zalando.ch Berlin).
Despite the inquire for clarification the customer care repeatedly gave nonsense or standard justification that don't answer to the question.
This could be a strategy to hide a problem or poor competence on the matter.

I have ordered an item. The item got returned to Zalando without even reaching me, I contacted the customer service and it was useless, the service person left the chat without offering any solution, same as hanging up on you on a phone. I was kind and just telling the problem. The good thing is I choose the option to pay later so my money was not taken, but still I needed the item urgently they wasted my time and energy. Very unfortunate first experience.

Zalando ≠ Zalando Lounge
Don’t get tricked—these are not the same. Promotions, gift cards, and discounts often apply differently, and it’s easy to get caught out.
Zalando Lounge merchant is based in Berlin
If you pay by credit card, expect foreign transaction fees (typically 2.5% or more), especially if your card isn’t EUR-based.
Gift card restrictions on Zalando.ch
You can’t use discount codes when paying with a gift card. Why? No clear explanation. It feels like a hidden limitation.
Small print surprises
There may be more restrictions buried in the terms—always read carefully.

Do not shop with this website for Switzerland they are useless, they give you the option to shop in English and yet when you call them there is only an option to talk to someone in French, German or Italian what stupid setup, if you sell to customers in English then were is the help when you need it in English, waste of time and 1st line employees at the call centre do nothing but hangup on you when you ask to speak to some in English, no professionalism at all, you a bunch of con artists!

I don't use Zalando, but someone impersonated me, took my name, last name and address and ordered stuff in my name. When I call their customer service and I explain my problem they hang up in my face without any further exchange whatsoever. This is outrageous and outright ridiculous. I wasn't hoping much when I had to call this customer service, but this is beyond what I imagined

We used two gift cards for a total of 200Sfr and my wife bought 2 pair of shoes. At the beginning we edited a wrong email address so we called them to explain the issue and they didn’t help us. So we were forced to make a new email address like the one we gave for the order confirmation. The worst part is that the pack has been never delivered and Zalando is giving to the Swiss Poat all the responsibility and the Swiss Post replied the same. I will never and when I say never order with them anymore. I would prefer to spend more and get my goods. Not acceptable at all.

this is the last time i order from the whole country switzerland. from what i have noticed, this was the worst service, and why you may ask? because it is the worst service you can buy from. i tried to order a bag and i put all the details in right, and the guy was sure that i had the wrong details, but everything was right. and my order transaction didn’t go through because of the weak system. last time i order. i wish they had better service and that the clients working there could solve something like other stores. i am really disappointed.