Zalando Reviews 

Plus program not worth the money.
At checkout you select next day and once you order “sorry, we have a high volume of sales and slower shipping, you don’t need to reach out”. Don’t pay for the plus program, they breach the contract all the time.

Very disappointed with Zalando’s customer service. This is the second time I’ve had an issue with a delivery. I never received my order, yet I was told I still have to pay for it. I asked for proof that I personally accepted the package, but none has been provided. Customers should not be expected to pay for items they never received. I expected much better service and a fair investigation.

A package was ordered on 24/06. Now it’s 08/07, and every chat with customer service is giving me some bullsh*t answers about how sorry they are and that my package will be delivered to me “soon”. I don’t even know if any package will be sent or if they will just continue to respond with their useless messages. They should give these orders for free by now to restore any customer trust.

The worst online company in the Netherlands!!!!
I have ordered an item 3 weeks ago and no news until now. No tracking number and the estimated delivery date has already passed without any further contact. Also can't cancel the order because it's has been proceed. Very disappointed and never order from this company anymore!!!!!

WHAT IS GOING ON?? This was one of the best e commerce and now it is a disaster. I spent some time to prepare a nice collection of items with extra discount and I am never going to get them. When I asked about the status of my delivery they cancelled my order without asking my final approval. I am so disappointed. Poor customer service. You want to save money by offering a bad service to your customers and you will end up loosing money. Unhappy customers will never buy again. You loose the client loyalty. You break your promise.

I placed an order on June 22nd. It is stuck on “order is being packed”; there are supposedly problems with the delivery, and apparently, they are not doing anything to solve this. The customer service representative keeps repeating that I have to keep waiting and that Zalando cannot provide any indication either. Legal deadlines are not being honored. Payment has been made, the order is not being delivered, and it cannot be cancelled either!!!!

I m very frustrated with zalando . My order should be delivered in june 24 , today is june 29 , I don’t have any up dated , I can’t cancel , I can’t be refunded. Be careful with this companies they don’t care anything about their customers

Order 10206204415266 — I placed this order on June 18th, and I still haven't received it. I've contacted customer service multiple times, but I keep receiving the same response: that they are very busy at the moment.
What I find strange is that I have already received my more recent orders. This situation doesn't make sense to me. I believe this order may have been overlooked, and it feels like no one wants to admit it.

Hello, on 11/29/25 I bought 6 pairs of Bjorn Borneo boxer shorts as a gift, which he opened this week. In three days he used three pairs, which tore immediately, but today he took out a new pair and what a surprise - all three pairs were visibly used and with the same holes on the bottom!!!! How is this possible? Selling used underwear and on top of that, torn!? Are you crazy? This is simply disgusting! I am terribly outraged, angry and fed up! You are liars and thieves! I will not order from you! And if you are reading this, I want my money back!!!

Every time I try to order from them I receive a ‘delivery note’ without any QR codes which means I can’t pick it up. I went to the pickup store anyways and the package wasn’t there. A few days later I get a ‘thank you for the return’ message. This happens EVERY TIME I order, it’s like they don’t want to make money. Deleted my account. Never seen anything like this. This website is an absolute mess.

Nasty service, absolutely unacceptable! I ordered a bag on 9 June. Zalndo indicated that it would be delivered by 12 June. 12 June came and went, today is 19 June. I called the customer service and the agent seems more annoyed with me than I am annoyed with them because I have not received the item I purchased 10 days ago. She goes on to tell me that I have to wait 2 more working days, so that is 4 more days including the weekend, because they can only start an investigation with PostNL and or refund my money then as THAT IS WHAT THE SYSTEM ALLOWS🤔. What kind of nonsence is that? Is that part of your strategy to retain your customers?? Idiots!!! This is tha last rime I shopped at Zalando.

I purchased three shirts from Zalando online and the goods were never delivered. An AI bot took over the "investigation" of my claim as the responses were non-responsive and incredibly in two cases in Spanish! I contacted my bank and received a full refund within three days. Buyer beware.

Horrible horrible customer care. DHL lost my package..or they left it unattended and it was stolen, because I never received it. They claimed it was delivered, so Zalando does not want to provide a refund or a replacement…their customer service staff is useless, its almost as if they have 0 qualifications on how to deal with customers and they repeat the same line over and over without actually helping or offering a solution.

I have ordered from Zalando many times over the years, but after this experience, I will not be ordering again.

Unfortunately, you can not trust them anymore.

I have never received the order or the refund for my order #10201202329584. The DHL links they sent me have never updated. All I keep hearing back from customer support is "it's totally on the way", and then the delivery date is being pushed 3- 4 days forward. It is not on the way; it's been almost a month.

In my last two orders from Zalando, the customer support was abysmal. I used to shop here because you could trust how they handle issues and returns, but not anymore.

Edit:
A month later, they admitted that the parcel was lost. No apology, of course, about that.
Now, from two articles in the order, they are trying to refund the cheaper one (7 euros) that was delivered, instead of the expensive one (80 euros) that wasn't. Can't you read, Maria Cashian, customer support, or are you guys so broke you need to steal money from customers in any possible way?

I order 5 pack short for my son I recived only 1 stuck! Its just an absurde waiting paying money then you call klantenservice they put yiu on hold more then 1 hour !
Is so bad ! Not recomended !

Horrible company and I will never order something at Zalando. Received a damaged and open shoe box with one shoe missing and returned a shirt back but never received my refund. Called and emailed them but they do nothing. Really horrible customer service too who hangs up on their customers!

They sell fake new balance shoes for 130 euro it is all 1 big scam.

They sent me lipstick set Kiko brand but it has opened before and used! Return for a refund is slow

They didn’t deliver my order for over a week and then casually admitted it was “missed.” No accountability, nothing. When I asked for a refund, instead of fixing their mistake, they dumped the work on me: a detailed form to fill out with every single item and size. And it gets worse - you actually have to find a printer, print it, sign it, because they don’t even accept a digital signature.

No apology. No empathy. Just a cold, bureaucratic “deal with it” attitude. It honestly feels like they’re saying: if you want your own money back, go jump through hoops and don’t expect any help from us.

Tried logging in a few days ago (after several weeks), only to find out my account was permanently blocked. There was no prior warning mail or any form of correspondence to inform me of this decision. When mailing customer support, I was told that it was done "for safety reasons".
No solution was given to unblocking it/retrieving my account. The solution they provided was to "just make a new account". Bold of them to assume I have a different e-mail or that I will be making a new e-mail just to shop with them. They did also warn me that making a new account with this e-mail will result in that account also getting banned.
I've had an account for several years, my history is there, as well as my loyalty points. But I guess customer loyalty only goes one way.