Zalando GmbH Reviews 

Ordered a pair of shoes to wear to a wedding. Received a pair that were obviously used. Scratches, marks, rips, sticky leftovers (probably from sweet drinks/alcohol) and bent. There were no tags and they were not in the original box.

They then send you to a form where you need to fill out information and attach proof (images).

Then you are told to wait 14 days for them to process it.

So bankrolling this freakish german business for three weeks and hours of work to get your money back.

Why would they send used items?

An awful outlet, through and through.

I returned many items that i bought in November but still not received my funds (foru weeks ago). They say its delayed, but it is unacceptable. They say that the logistic still have not processed the return, but it is bad service. Then they want to me to write a legal notice about which item i returned even when they have all the information online....

Always good experience with Zalando. Fast delivery, simple returns. Reasonable time refunds. Never had an issue.

The app is so slow..

Dear Zalando,

I am extremely disappointed and frustrated with how this matter has been handled. Despite following all instructions and returning the package according to your guidelines, my refund has been denied on the grounds that the package was allegedly delivered and received. It is unacceptable that you are not taking responsibility or providing concrete documentation of this.

I therefore request clear documentation showing:
• Who signed for the package
• The date, time, and location of delivery
• Confirmation that the package was delivered to the correct door/address

Until such documentation is provided, I cannot accept the denial. I expect you to take responsibility and follow up on this matter immediately, otherwise I will consider escalating it to the Consumer Authority.

This is deeply disappointing for a customer who has been loyal and followed all procedures.
I sent them this message their reply
Thank you for your patience and cooperation.

We have now reviewed the case and conducted all the necessary investigations. Unfortunately, we are unable to offer you a refund at this time, as the logistics provider has confirmed that the package was delivered and received at the specified delivery address.

Thank you for your understanding.

If you have any further questions, please do not hesitate to contact us.

Have a great day.

Terrible company never buy from here they cant take any responsibility

i see lots of negative reviews but zalando norway has been good to me. i cant say they have the best quality items, but what i have been buying is worth the price. the customer service was perfect and unfortunately i had to return an item once, and that also was perfect. i have ordered over 10 items over the past year.

Zalando's system did not register my return and kept emailing me with an outstanding payment for this very same item that I returned. When I tried chatting with the online customer support, they kept forwarding me to different employees, because I do not speak German. When I finally managed to get someone to chat with me, they resolved the issue and admitted they were at fault. However, weeks after, the company kept sending me emails and even a letter with fees. After spending another hour on the phone with their customer service (the English support line is not operating, so I had to ask a friend who speaks German to help me), they admitted they were wrong once again and promised the issue would be fixed this time. What a mess and what a waste of professionalism.

By mistake I paid twice for one order, they did not returned full amount as they said: they allocated rest of money to other order... (at that time I had all orders closed). I called and write them multiple times, I escalated it, money still not returned. Each tim,e I talked to different people and explain from the beginning what has happen. Very frustrating.
Absolutely horrible customer service, I consider to report this case to police.

I’m truly disappointed with Zalando’s customer service. Despite providing clear proof of my payment and explaining the issue in detail, I was repeatedly met with denial and lack of proper attention. I returned one pair of shoes and paid for another that turned out to be of very poor quality — yet my request for a refund was dismissed without care.

I expected more respect and support as a loyal customer. It feels like they don’t even read what you write. This is not how professional customer service should work. I hope Zalando improves how they handle complaints and starts treating customers with more understanding and fairness

This was a strange experience from Zalando, I had no problems before, I ordered an item on sale at 50%. And after a couple of days it said the status was parcel, after a few days later it said the item was cancelled, I tried to contact them but only got contact via email. A couple of hours later the same item was on sale again but at full price. After a couple of days they replied saying sorry for the inconvenience but the item was out of stock but I get a 10% discount on my next order. I felt really ripped off, I shouldn't have expected this from Zalando

Over 3 weeks and I didn't receive 2 packages because of PostNord. No existing customer service and no help from Zalando. I never have problem with Zalando and I am shopping there since few years however this time I am just shocked.

This store is a DISASTER:( clothes smell sooo bad, often with stains- for sure clothes were worn. After making a complaint, they don't want to return money and turn customers into suckers. I lost 6,000 kr. Zalando is a totally SCAM !!!

Zelando is a disgusting scam company robbing people of money. Trust me you will not get your order and when you try to contact them it’s lies lies and more lies. Don’t buy please from them big disgusting SCAMMERS

I ordered clothes on the 10th of May, and it said 3-4 days delivery … I needed it for an event on the 20th of May and I thought I had plenty of time - however, I didn’t receive it. I then emailed Zalando, expecting a refund or at least a discount or being paid back part of the amount so that I could go buy what I thought I would receive from Zalando somewhere else.

The next event I needed the clothes for was on the 25th, and I was sure it would arrive by then because it said “2 days left” on the 20th.

On the 28th it still says it will be delivered in two days. I asked for a refund so I could buy what I should have gotten from Zalando, and that has already cost me as I could not participate in the event I planned.

The response from Zalando was "10% of my next purchase". How is that a compensation? I will not shop there again, and ask all others to stay away also.

I returned an item and never received a refund. It turns out Zalando sent my refund to the wrong IBAN number. It's been 4 months and after multiple complaints, there has still not been any progress. They just say that the issue has been forwarded to their financial department and then I never hear from them. It was a designer item and an expensive purchase, which makes the issue much worse. I will definitely never trust Zalando ever again to make a purchase. Now I know why their payment methods are so shady ( they only offer payment through direct bank transfer despite what they write on their website). Thus, customers don't have the same protections as they would if they paid via visa, paypal etc. DO NOT TRUST!!

I have several refunds that never made it back to my bank account and the customer service wouldn't help me solve the issue when my bank was asking for more information. You're better off taking your money elsewhere, possibly the worst customer service I've experienced.

You won't get your money back even after a month.

The website says the waiting time is 5 business days for refund. And in my case, it takes over 15 business days.

Additionally, block your email so that you cannot write to them in this matter.

The case goes to forbrukerradet

Bought shoes from Panama Jack for my boyfriends birthday on this site. The shoe lace tore the moment he tried to tighten it up. Sent the goods back. I am worried, I might not get my money back. I can see in the reviews that this site has not had a good rating. Never again.

They sent the package to the Billing address instead of the Shipping address. And the phone number cannot be dialed/reach in any way, no email address besides using their platform for '500 words' contact form. Online chat customer service asked me 'just' return the package... while I needed them from the first place that's why I ordered them?!! Please, do your job better and stop asking customer taking consequences of your mistakes!

I started buying in zalando may 2023 ..till i become addicted buying on their items .So , far so good.The only downside if they suggest you your size dont trust it coz I tried it ..i bought 2 polo shirt in different color but i think different seller. I usually wear s ..and the other suggest i would order m and so i did and when it arrives.Its big on me.