Sara

Good quality, nice prices and perfect packaging.

As a long-time Zalando Plus member, I’m disappointed to say that my recent experiences have been far below the standard I used to expect. Over the past months, I’ve encountered repeated issues with both product quality and customer service.

Common problems include poor packaging, items arriving without tags, and even products that appear worn or stained. More concerning, however, is the lack of professionalism and accountability from customer service.

About a month ago, I placed an order for several women’s clothing items. The delivery arrived as two orders packed into one box, which was already badly damaged when I collected it from the parcel locker. I immediately contacted customer service via email, but each response came from a different representative and felt like a copy-paste reply.

Despite providing photos and even a video showing the condition of the package upon arrival, I was accused of being dishonest and was charged for three missing items. On top of that, I was required to pay for those items (1700 kr) plus a 120 SEK late payment fee.

((The repeated response I received was)):

“Our warehouse carried out an investigation and confirmed that all the items you’ve ordered were scanned and packed properly and sent out to you in the parcel that you received.

Furthermore, we are not aware of any incident to your parcel during transportation and assume that you received it in acceptable condition, with all ordered items enclosed. Therefore, we can not offer you a refund. Thank you for understanding.”

This experience has been extremely frustrating and disappointing, especially as a loyal customer. I expected better quality control and, at the very least, fair and respectful treatment when issues arise!!!

Fast delivery, nice guy.

Delivery and packaging was definitely good but I could not reach customer service on the number provided on the invoice. Surprisingly, there was not also any GIFT inside the parcel which should be included for each of Guess hand bag purchase!