Zalando GmbH Reviews 

Horrible horrible chat customer service. I asked a question about my order payment, they just repeated the statement I sent and ended the chat, AI would have done better here. And it’s not a 1-time situation.
Sorry, zalando, but deliveries are slow and your customer service is rude and not helpful! I rarely buy on your platform and I regret it almost every time!!!

It happens a couple of times to me that I buy something with discount, then the parcel company couldn't deliver it and return it to zalando. Then I must buy it again without discount probably. They have to think about that. It is not very hard to offer people who has this experience the exact product with the exact discount.

I always have a good xp. They also let customers know the lowest price and when a fav item is running low of stock. Only once had a delay with a return but contacted the customer service, and it was fast to answer and to solve, can't complain for ONE time issue solved on time...

I have been a Zalando Plus member for years and have spent thousands of euros with them. This experience has ended that completely.

I ordered a foundation in a specific shade and Zalando sent me the wrong one. The bottle looked identical to what I usually order and the shade number on the bottle was hidden under a large fulfilment centre barcode sticker, so there was no way to check it without removing the protective sleeve, which is the same act as opening the product. I didn't even consider that it was the wrong shade until I pumped it onto my hand to apply it.

What followed was five separate contacts, all met with the same outcome:

1. Live chat: the agent was unprofessional, gave scripted responses, refused to provide a refund, refused to escalate to a manager despite my repeated direct requests, and hung up the chat passive aggressively while my issue was still unresolved and I was still typing.

2. First email reply: a generic templated response repeating standard return instructions, ignoring my issue.

3. I escalated to Zalando's complaint email this resulted in a generic "We're sorry - this email address is no longer active." reply.

4. Second email reply: I responded back to the first email response and received another templated response, again ignoring the fact that the shade label was physically covered by their own barcode and their fulfilment center had sent me the wrong shade.

4. Third email reply: same again.

5. Fourth email reply: same again, word for word the same line about how they cannot accept returns that are not in the "original condition."

At no point did anyone acknowledge the actual issue. This is not a case of me ordering the wrong shade, or changing my mind or misusing a product. It is a fulfilment error that was physically impossible to verify the shade without opening the bottle, and Zalando's customer service has repeated the same script five times rather than engage with that fact even once.

This is an 11 euro item. Had Zalando simply apologised and refunded it, I would have remained a loyal, high-spending customer. Instead, after five contacts and zero resolution, I have deleted my account and will not be using Zalando again.

If something goes wrong with your order, be aware that their customer service appears to have no mechanism for actually reviewing a case, only for repeating policy at you until you give up.

Hello, order no. 10104707564709 was placed on May 1, 2026. I received it on May 7, 2026, but had to return it to the store. It has already been two months since I returned the item, but the store refuses to refund the purchase price. I have already provided numerous pieces of evidence confirming the return of the merchandise, and the store has repeatedly promised me that the refund will be issued, yet I still have not received my money back. I even contacted DHL to have them conduct an investigation and received a report confirming that I did indeed return the order, but the store is ignoring me.ICH KANN DIESEN SHOP NICHT EMPFEHLEN! Jetzt stehe ich ohne Ware und ohne Geld da.

Made an order. It was cancelled for no reason. Zalando claimed my 'activity does not comply' with their Terms and Conditions, and won't explain further. I used a real email address and paid with Apple Pay, so no idea what the issue is? Poor customer communcations.

I'm leaving this review so they can see and maybe speed up the resolution of the problem they caused themselves by choosing a courier service to send the package.

First of all, go to Hermes Germany Trustpilot page. 96% of the negative reviews speak for themselves, and Zalando still decides to hire them to send the package. Why? Maybe you enjoy frustrating and annoying your customers?

On June 21st, I ordered something, and they split it into two packages. It said it would arrive no later than June 26th. The first package sent via DHL arrived on time and quickly. The second package, sent via Hermes and picked up by them on the 25th, still has no status update. Today is July 1st, and I remind you that the package was scheduled to arrive no later than the 26th, and that's why I ordered it, because I needed it by a certain date. The package travels as if it were sent from the end of the world, not from one German city to another.

Hermes is impossible to get, they just have some bot that repeats the same thing to you every day, which is that you will receive the package within 1-3 days, which is a lie. I don't want to waste time and nerves because I didn't pay to call the delivery companies. I paid to have my things arrive within the time frame stated on the website. Everything else is your problem. If something doesn't arrive on time, contact the delivery service, check what's going on, and issue a refund to the buyer. It's not my problem that you choose the worst courier service, with 96% negative ratings from frustrated users. As you choose, so it should be: all damage due to package delays, non-delivery, or loss or theft should be at your expense, not the user's, because you are the one who chooses how to send the packages. Why didn't you simply send the second part of the package via DHL? It would have arrived 10 times by now.

Extremely disappointing experience with Zalando (Order #10103709826930 – missing perfume). The perfume was never in the parcel I received, yet my refund was denied based solely on an internal warehouse scan. Ironically, this is already the second warehouse error with this order—my previous return wasn’t scanned correctly either, making it difficult to treat these internal scans as reliable evidence. Fortunately, I had DHL proof that my previous return had in fact been delivered. Despite repeatedly requesting objective evidence for this case, including the Hermes parcel weight and packing records, Zalando has been unable to provide any. Instead, they expect customers to pay for an item they never received, based solely on internal records. Unacceptable

Ordered a pair of shoes. First time ever ordering from Zalando. Paid immediately by bank transfer on June 10th 2026. Get bugged by mails reminding to pay ... Cannot answer to the mail account from which the "reminder" came. So sent mail to "impressum" contact mail address Sent copies of correct bank transfer TWICE, each time pdf + jpg attached. got 2 answers "signed" by two different "people" (i suspect fantasy names of AI - KI). well, now a reply that my timely payment was booked into someone else's account - but "final" confirmation within the next 5 days 😱🤬🫢 NEVER AGAIN ZALANDO ((too bad i cannot upload the ridiculous mail here Zalando sent me)

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Gave Zalando a try after a friend recommended them, mostly glad I did. Prices were reasonable compared to what I found elsewhere. The website was a little slow to load at checkout. Pretty happy with the whole thing.

The are basically stealing from customers..

I sent back my order no refund, they can’t locate the return and I must fill a legal form and wait another 16 days..

Never order with them again.

Customer service is rude and bad.

I placed an order on zalando.de (lounge by zalando) for three pairs of sandals - for myself, my mom, and my sister and other things as well. However, when the parcel arrived, there were only two items inside.
I contacted customer support immediately and explained the situation. I was asked to complete and sign a formal declaration, which I did. After their internal investigation, I was told that they had checked everything twice at the warehouse and confirmed that all items were sent correctly, meaning they did not accept that anything was missing.

Despite multiple attempts to resolve the issue and continued communication with support, I kept receiving the same response. Eventually, I was informed that their decision is final and that they will not offer any refund or further assistance.

This experience has been extremely disappointing. From my perspective, there is no fair resolution process when an item is clearly missing from an order. I am left without one of the products I paid for and without any meaningful support or compensation.

I would advise others to be very careful when ordering, as resolving missing-item issues may not be straightforward, even when reported immediately

Really Bad. I chose express delivery but they told me today it will be delivered 4 days after. Initially express was supposed to be 1 day after and standard 2 days after.

DO NOT BUY IN THIS PLATFORM. I used to buy in Zalando but since January 2026, I am waiting for a refund for several items that I returned back. Since January, I have sent more than 15 emails and called 4-5 times. They always send the answer that the money will be refunded in the next 5days but they do not do it, very unprofessional and unreliable people. I will not buy anymore in this platform and will put an oficial claim.

Made an order. It was cancelled for no reason. I paid for express delivery and it was never refunded! Tried to talk to customer service but they just ended the chat and didn’t solve my problem. It’s crazy because I’ve been a customer for a few years now. Offer a refund as an apology or at least a discount code for the order I will have to reorder! Will avoid this company as much as possible in the future.

I used to order many things. What I remember that they were sent 📤 very quickly. With workers discount it was very good deal.

I would give ZERO if it is possible!!
Horrible, horrible service!!! I have been waiting for the delivery and it took so long so I did contact with them about where's my parcel.
I got mail today and the package has been returned to sender!!!! I wonder why?! The courier didn't call me, no text message or mail, NOTHING!! Hopefully I'll get the refund. Never ever order something from zalando.de

I placed an order and it was broken into 7 shipments. 6 shipments arrived, but the largest shipment is claimed to "not able to locate address". Contacted Zalando and they are doing NOTHING about it. It's been over a week since this has been going on. It couldn't be that address is not found, as it's a simple apartment building and other parcels have been successfully delivered.

The item is okay, but I expected it to feel a bit more premium for the price.

Here’s my bad experience, as it seems Zalando support doesn’t care.
Delay: I ordered dr Marten’s bag which was supposed to arrive from Wed-Fri. It arrived Saturday and I lost the occasion to give it as a gift.
No replacement: I got the bag damaged and when I contacted the support they told me that im i have to make a new order and return this one! However, the bag price already increased arround 20%. So, who should pay for this? Certainly, me because they son’t do replacement!
Horrible support: Julie from the support answered me, and when i explained the situation and that this is going to cost me additional money. She told me this is the process and closed the chat, although I asked for official complaint!
My money on hold: I bought a gift card and bought this bag, but now because it’s damaged, Zalando will keep my money till they get my bag which will take additional week!

Overall: horrible support experience, delay, and my money is on hold!