Zalando Reviews 

Zalando has the worst customer support I ever had the chance to interact with. They insult you, hang up on you, there is no accountability and they tell you to your face there is nothing you can do about it.
Their logistics is not at an today's ecommerce level, and they have no edge over the competition. Customers are blamed for the inefficiencies of their transporters and partners and they charge your payment card without any justification whatsoever. DO NOt give them your every day credit card details, the WILL charge it randomly.
My advice, stay on Amazon, they have the same products, cheaper, and they do not insult or doubt customers with years of purchases. Amazon always answers and settles issues on the spot. Zalando tells you to go xxx yourself if you are not happy.
My last order with them was of course my LAST order with them ; I got this time again seduced by the appeal of "try on first and pay later" program which is a scam to make people overspend and charge them anyway. This is outrageous.
If you read this before buying go on Amazon, you will find the same products cheaper, if you got scammed like I have, I hope the lesson was not as expensive for you as it was for me.
Good luck with those rude thieves to all !

Ordered from Zalando last month and overall it was a good experience. Customer service got back to me within a day when I had a question. The fabric feels better in person than it looked online. Would order again.

I ordered a pair of Skechers sandals that were not the right size for me, and the return and refund process was very smooth.

Very disappointed
I paid to buy a birthday gift for my friend.
She doesn’t receive it . I am still as refund after 5 days when the package never arrived. French post and delivery is not reliable as it should be . The customer service keeps telling me it was delivered and not helpful… consider I am a loyal customer for this Zalando years. Really not professional, nothing big , but no help when ask for

Yea really bad. Sent me the wrong jeans so have to so the return and reorder what I had ordered originally. In a nutshell, better to drive to a shop…. Bad experience

I paid 190 euros for a Pinko from zalando to find out that it’s fake later, never buying from zalando again

Honestly nothibg bad to complain about! Fast delivery, quite often some good coupon codes. I am a big fan

Bought a pair of trainers. They were so supposed to be delivered by Evri. No one knocked the door yet said they were delivered.

Went back and fourth with emails and chats with customer service. They agreed to do price match as the trainers went up in price. I purchased again and they refunded the difference.

I wait and delivery is successful. When I open the package there is a plain brown box (not New balance) with no tissue paper- just the trainers.

I thought the paper doesn’t matter and went to try them on only to find out that I had been sent a faulty pair where one of the loops that hold the laces for fastening hasn’t been stitched properly.

This is my first purchase from Zalando and it has been absolutely disappointing. I’m put off from purchasing anything else from there but I bought with a gift card which I’m afraid I’m stuck with.

Did not receive my order despite the courier claiming it was delivered. The worst part is dealing with Zalando’s customer service. It is basically non-existent. They asked me to fill out a form which I already filled out 3 times. A few days later they get back to me with a link to click on that basically leads me to the same form that I already filled out. I am still in this vicious cycle for the past few weeks. All responses are automated with no real person to speak to. They are scammers. Stay away from Zalando.

Absolutely diabolical customer service, truly, and horribly long refund policy. This company does not care a bit about its customers. I understand all the bad reviews now that I see them online. Delivery is fast, but if you have a problem like I did, not receiving my package, which I needed for Christmas, they make sure to tell you it's not their problem and that there's nothing you can do but wait for a potential refund, maybe. No reassurance, no solidarity with clients, and no customer service. In the words of Septa Unella: SHAME!

First time buyer. attractive prices + it was black friday. I ordered 2 pairs of boots. One was so much bigger than the actual size and the other par had scratches on both. i am under the impression that they must bé selling 'display" or worse slightLy damaged items or with factory defect. Fast shipping though.

Been using Zalando when in Europe for years - mostly in France and Germany.
Great selection, easy returns, never had a problem.

The customer service can be a little slow but eventually, if you have a question, you'll get an answer.

Reliable.

Scum company
Total disgrace
They are scamming people left right and centre
AVOID LIKE THE PLAGUE. Genuinely DO NOT SPEND YOUR HARD EARNED MONEY HERE !!!!

The idea behind the app is good, but the functionality is disappointing. It doesn’t help me find what I’m looking for and keeps showing me the same, mostly sponsored items over and over again. This makes the browsing experience frustrating and ineffective

Shipping takes to much time

I already had to change my entire account once — including my email, phone number, and bank cards — because they suddenly decided to stop accepting my cards (out of nowhere and for no reason) and my email suddenly does not work. They told me there’s nothing they can do and that I’m not receiving emails because I should “check my spam folder” and other nonsense AND that I have to open a new e-mail address for Zalando!
I don’t get order confirmation emails, they don’t reply to complaints (which you can only write in 500 characters — so you can’t really say anything), and there’s no other way to contact them. It’s unbelievable how they managed to ruin what used to be a good platform that works perfectly fine in other countries.
Meanwhile, they keep sending me promotional spam, but I can’t receive important order-related emails and replies to complaints!
They also work with La Poste in France, and I haven’t received half of my orders because I never get the pickup code! Awful — avoid Zalando.fr at all costs!
10304192249147 and 10304192233826

Absolutely the worst customer service- I’ll NRVER shop there again. My parcel was never collected my me from the post office and returned to them and it clearly shows on the la poste website that it’s been returned and accepted by zalando. They are not refunding even though i received an email saying that id receive my refund under 10 days. Called their customer support and they are so incredibly rude

Zalando France service 0, terrible experience 8 didn't get my order 10 days and I get the same message everyday without solution

Horrible client experience and very impolite customer service. I ordered boots for delivery to France, but the parcel was refused for delivery and it turned out that the order had been placed through the German website. The system allowed me to proceed with the order and accepted my French address at checkout, with no mention that delivery from Germany would not be possible.

After a week of waiting, I chatted with a very impolite customer service representative. No solution was offered, and the refund policy is not very clear. I do not recommend ordering from this website, as it can easily let you down.

I have always had a positive experience with Zalando and Zalando-Privé. But, lately - I have been forced to move to other platforms, because I have literally been deprived of important functions for no reason. To understand: I have a “superstar” profile status, so the highest one. At first the ability to pay with PayPal disappeared. Now - in Zalando-Privé - I have no other payment option at all, except for a bank transfer. Seriously? In 2025?? At the same time, my husband has the most basic profile status, and he has PayPal and all other payment methods. That is, the absurdity of the situation: my status is much higher, but I have no functions at all - not even for payment. I contacted the service, but they did not tell me anything useful, except: “sometimes for some regions different payment methods are not available”. Oh well. At the same time, a minute later I paid an order with my PayPal, but from my husband's profile. This is some kind of nonsense or looks like some scam… idk… and this is not a technical temporary bug, because this problem has not been solved for several weeks.