Zalando Reviews 

My package containing two items was not delivered. Zalando confirmed this but only refunded one item. It is impossible to contact them about the second one.

Unbelievably bad. You can’t make this stuff up: PostNL driver leaves behind a package in the GFT container; literally inside the container with the trash. Then he leaves a note with “groene bak” written on it. The worst part of the story is: Zalando wants the package to be returned when the item has completely been contaminated with organic trash. Excuse me? In what world is that a normal thing to ask of a client? Absolutely disgraceful customer service and management that understands nothing about doing even normaal. Shame on you.

Someone on the phone is not able to talk like normal person. Hoe do these people get into this job?

Very disappointing customer service

I’ve been a loyal Zalando customer for around three years, regularly spending €100–€200 every week or two. Despite being such a frequent customer, I have never received any meaningful loyalty benefit, discount code, bonus, or even free shipping.

Recently, I returned a pair of shoes that I had worn once because I discovered they were extremely uncomfortable. I was completely honest about having worn them, but Zalando’s customer service was extremely inflexible and refused to consider any goodwill solution whatsoever.

After years of regular purchases, this experience has genuinely changed how I feel about Zalando. I will be significantly reducing my purchases from the app and will be looking at other retailers instead.

Very disappointing experience for a long-term customer.

Very disappointing experience with Zalando

I have been a Zalando customer and unfortunately I am extremely disappointed with how my return was handled.

I returned an adidas sweatshirt because the zipper stopped working after several months of use. I used the return label provided by Zalando and sent the parcel through PostNL.

I have proof of shipment, tracking information showing that the parcel was delivered to the return address in Goes, and the parcel had a recorded weight of 340 grams. I also completed Zalando’s return declaration and clearly stated which adidas item I was returning.

Despite this, Zalando is now claiming that the item was not inside the parcel and is refusing to refund me €75.

What is especially frustrating is that this is not the first time I have experienced a similar situation with Zalando. I also had a similar issue in the past, despite having evidence that I had returned the item. After escalating the matter, I eventually received my refund.

I have contacted Zalando again, but I have not received a satisfactory solution. I have now had to escalate the matter further and contact Thuiswinkel.org and adidas myself.

I find it unacceptable that a customer who has proof of sending and delivery can be left without the product and without a refund.

I hope Zalando will properly investigate what happened to my return instead of simply telling me that the item was not found.

Very disappointing customer service and return handling.

I've put 2 orders in one package for return (as advertised by the company). They have received the package, but are refusing that the second item was also in there. So, now they are coming after me for paying for an item THAT I DON'T OWN!!!! There are no hotlines or other ways of contacting the customer service. Are you now stealing from customers this way???

I have ordered on zalando lounge a package recently. Before I made the purchase I have adjusted the address by deleting the old one and adding a new delivery address, however my package is somehow still got delivered to the old address..when I called customer service I was hanged up by multiple people I spoke to or I got ridiculous answer that nothing can be done since I filled the wrong address to the delivery address section which is simply nonsense as I have already deleted the old and have replaced it with the new address. Needless to say how frustrating this experience is and how rude their customer service. This was definitely the last time I have ever ordered from here.

Not to bad. They offered the product, although delivery could have been better

No return on giftcard purchase they didn’t specify i cannot use it on the watch

Been contacting the customer service for almost every order for the past month. Once they refunded whatever the felt like it and another time they demand extra payment.
I used a gift card for one of the order and, afterwards, no balance remained on my account or thats what I thought. Assuming the gift card had been fully used, I placed two more orders using my own money.
Weeks later, Zalando suddenly claimed there was an issue with the original order because the gift card could not be applied to certain items. It is incredibly frustrating that gift cards seem to be removed, cancelled, or adjusted whenever Zalando decides to do so. Even worse, I contacted customer service and was explicitly told that everything had been resolved and that I had nothing left to do and I should ignore all payment reminders.
Then when I double checked with them I was faced with a completely different story and them demanding me to pay.
The issue is not the money. The issue is the incompetence, contradictory information, and complete lack of accountability. One person says one thing another says another thing.
Was assured there is nothing to pay also on the phone. I should not have to waste my time dealing with problems caused by Zalando's own systems and poor internal communication.
I am spending weeks dealing with their customer service if I could give less than 1 star I would!

I used to like zalando a lot. These day it's become so difficult to navigate the website! The search button is not working on mobile web.

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!!!