Agata Nour

Zelando always exceeds my expectations. Very quick delivery. Seemless invoicing process, which allows me to order many items to try on and pay for the ones I keep later. Perfect customer service. Never experienced any problem as far as the refunds are concerned. They refund lost or damaged goods instantly.

I just love that they have selection of eco conscious fashion and slow fashion. And that I can browse clothes by the type of fabric they’re made of. I am motivated to get rid of polyester and fill my wardrobe with non-toxic garments only.

Very surprised to see so many angry reviews. For me customer service has never been anything else but courteous and prompt. They speak English.

Each month I shop on Zelando a lot. Perhaps too much, according too my husband 🙈🙈

In the Christmas’s period, I ordered two pairs of shoes on ASOS DE one of which was by mistake so I asked my husband to send it back immediately as I was not home myself till mid-January. The other pair I was hoping to keep but when I came back and tried them on I noticed poor quality of material for a very high price (189 euros) and the shoes had already signs of wear and damages. They also didn’t come with protective packaging. They were just thrown in the box without any fillers to keep the shape and prevent transport damages. Horrified by this I packed the shoes properly MYSELF using materials from some previous orders and requested a refund. I selected the reason as item being damaged and sent them back promptly next day. The claim has been initiated within 20 days. It came as a surprise that the warehouse rejected the refund claiming incorrectly that I damaged the item. I escalated the case with customer service and basically their response was that they are sorry I didn’t receive the shoes in the mint condition but the warehouse cannot accept any goods that are damaged or have signs of wear.

I basically feel like I have been a victim of a fraud. So ASOS strategy to get rid of damaged and poor quality items is to send them to customers and refuse them upon return because they are damaged?

This has been a drop that filled the vase. I will never ever shop with ASOS again. I already felt that ASOS is way inferior to ZELANDO and it has been confirmed. ASOS’ products quality is very low even though they still ask exorbitant prices, they have no selection of eco-conscious fashion or slow fashion, and customer service is a disgrace. They have been speaking to me in German even though I asked for English speaking assistants, the back and forth took days as they have been throwing me between the departments and I had to wait for days to recive the responses and eventually their refusal to refund me is unacceptable.

This would never have happened with Zelando, Amazon or other excellent online retailers, where I spent a lot of money. Other big retailers are always extremely responsive, courteous, speak perfect English and go out of their way to keep customers satisfied and customer experience seamless. It already happened to me to recive slightly damaged items before and there was never any problem with the refund whatsoever. Zelando‘s or Amazon‘s customer service assistants are actually competent and can issue a refund in an instant as you chat with them. They are there ready to cover up for the warehouse mistakes. It feels much less beaurocratic than ASOS and saves you time and stress.

ASOS seems so dated comparing to other retailers. I don‘t know how they can survive on the market with such a greedy approach. They seem not to realise that customer satisfaction can bring them more profit than trying to sell off damaged items instead of simply writing them off. So many retailers offer customer care on much higher level and exhibit quite sophisticated customer-cantered approach. It‘s probably the beging of the end for ASOS.

They have terminated my account without warning. The reason they gave was late payments even though all the payments were up to date and there was no outstanding balance when they cut my line.

Prior to that I’ve not been able to log in to my account. Customer service does not speak English and they don’t reply to the emails that I’ve been sending in German. Chat is not working.

Really disappointed.

It happened multiple times that the parcel was not delivered because the delivery man „did not find us“ even though we were at home at the time of delivery and our name is clearly stated on the doorbell. Strange, because other shopping companies never have similar problems. Also the customer service is very incompetent. They are not able to contact the courier. They don’t speak English (we are expats and work in international sector so we don’t speak German that well). And they are simply rude. I was trying to call 4 times today and each time they simply hanged up on me. Shocking.