Zalando Reviews 

Picked up a couple of things from Zalando recently. Everything arrived well packaged and in good condition. The fabric feels better in person than it looked online. Shipping cost was a touch higher than I would have liked. Would order again.

Extremely disappointing experience and unacceptable customer service.

I have been a Zalando customer for years and have made numerous purchases, including through the Zalando Plus program. I believed customer loyalty was valued, but this experience proved otherwise.

I purchased a pair of Birkenstock sandals using a 25% discount earned through my loyalty rewards. Just a few minutes after placing the order, I realized I had accidentally selected size 41 instead of size 40 and immediately contacted customer service.

The response was unbelievable: it was impossible to change a simple size selection, and the only available solution was to cancel the order. Trusting the advice of customer support, I agreed to the cancellation. Only afterward did I discover that I had permanently lost my 25% discount.

What is even more disappointing is that, despite repeatedly explaining that I only wanted to correct the size and had no intention of cancelling the purchase, I received the same standard responses over and over again, with no real attempt to understand the issue or find a fair solution.

Because I still wanted the product, I immediately placed the exact same order again with the correct size, this time paying full price and losing the discount I had earned through years of purchases.

In other words, I was penalized for reporting a simple mistake only a few minutes after placing my order.

A company that can cancel an order but cannot correct a size selection, and that would rather lose a long-standing customer than offer a goodwill voucher, shows very little appreciation for customer loyalty.

After this experience, I have decided not to make any further purchases from Zalando. There are many other online retailers that value loyal customers and handle situations like this with far more common sense and respect.

A truly disappointing experience.

Timely resolution to an order problem and Mr. Onyango in customer service was extremely helpful.
As I frequently order from Zalando I appreciate rapid resolution to these types of problems. Excellent customer service.

I don't understand why it has so many negative reviews?!… I've been using it for almost five years and I've never had a problem 😳

I ordered over 600€ . I received only half of my items . And 3 times which is worth around 300€ were missing . The service say they can’t refund me. Please avoid buying from this company . A scamer

The product is decent, though the stitching could be improved.

I am extremely disappointed with this purchase.

I bought a Tory Burch bag that cost more than 500€, which is not a small amount of money. However, when the package arrived, the bag was delivered only in paper packaging, and inside it was simply covered with plastic. This is completely unacceptable for a product of this value.

What is even worse is that when I checked the bag, I discovered that it was already damaged. Receiving a broken item after paying such a high price is very frustrating and far below the standard I expected from Zalando.

I expected much better packaging and quality control, especially for a luxury item. This experience is very disappointing, and I hope this issue will be addressed seriously.

I placed an order for a coat which didn't arrive. In the following emails Zelando told me the problem was a. with my address (it was in fact correct and successfully used by Zelando just a month previously) then, b. I need to maybe choose another carrier in the future, (they give you 2 options when you order) therefore both problems "are mine" . I must wait 10-14 days for a refund. Definitely a dodgy company with terrible customer service and zero accountability and no possibility to reply, my replying email of complaint was returned automatically. Needless to say I won't be making a third order.

I bought something and selected as delivery address my home.
Today (20/12) the package is out of delivery, however the address on the courier website is a collect point, which I've never selected. I contacted Zalando customer service in Italy and they were useless, I've talked to 3 different people and beside the lack of Italian, they couldn't provide a valid explanation or any solution to the issue. they also closed the chat without any more explanation .A brand like this should invest more in their assistance.
Very disappointed

Worst service experience ever! This guy's must be joking or something. I placed an order 27/11 and it was supposed to arrive by 05/12. The arriving date was changed 2 times to 08/12 and 11/12. After contacting their costumer service told me I'd get an answer within 3-5 working days and after that in 1-2 days. Now the date is changed back again to 05/12 and no one is replying to my emails...NO DELIVERY NO REFUND!!!!! I'll never visit their website again and I'll talk to the bank to make a chargeback for my order 10401217768427 and take legal action with my lawyer!!!

I would rate 0 if i can, i cant get my refund back already a month as i did a cash payment, i have send thousands of emails every-time i get back different answers once that they send the money then that they will but it in gift card anyhow the money haven't been received back months, the customer service is TERRIBLE, they just send u automated reply without even checking the previous emails or what is the case!!!! My worse experience, i DEFINITELY DONT RECOMMEND THIS S*IT COMPANY AND I WILL SPEAR THIS IN ALL THE SOCIAL!!!!!!!

I returned a pair of pants that was too small for me. The return label they gave me didn't work. After two week of writing to the customer service, they gave me a new label. After I returned the item to them, I did not receive any money back, and the customer service is refusing to acknowledge that they received the package. Stay away from this platform at all costs.

I placed an order while traveling to Italy and wanted a local friend to receive it for me. Mistakenly, I put her name as the person who paid for it, and mine as the receiver. Even though both names were on the invoice, the Poste Italiane people wouldn`t let her get the packages. I contacted Zalando about it, if they could fax the post or something else to help us, but I only received two "automatic response" replies that had nothing to do with my request. Super annoying and unhelpful!

Second time in my entire life that I’ve bought a pair of shoes from Zalando — and they arrived FAKE!
The pair in question is the Air Force 1 '07 WB, which I had already bought from the official Nike website and worn a lot. I decided to order a second pair from Zalando, and while the box and the shoes looked almost identical to the originals, there were some clear differences: the label on the box and the inside of the shoes were missing the registered trademark symbol that’s present on the authentic ones.
Absolutely f****ing incredible!

I bought a pair of shoes, Jordan 4 from the zalando, and arrived FAKE, I did return the shoes but Zalando accept it like a damaged item not FAKE item.

It’s been a month and I’m still waiting for my refund!! It’s impossible to contact customer service!!!! Terrible. I will be filing a chargeback.

Zalando, where is my refund? I need my money! They claim to have refunded the money into an account which doesn't exit. We all know that when paynent transaction doesn't go through, the amount is re credited into the payees account. From April till date , zalando hasn't resolved this issue. I presented all the needed documents they requested. They've connected me to automatic response. I received the same response whenever I make a claim. Zalando, I need my money!

Slow delivery, Tracking doesn’t work. They completely unprofessional, Customer support doesn’t care.
Worst shopping experience I’ve ever had. Poor quality, late shipping.

Dear Zalando Team,

I am writing to express my deep dissatisfaction with a recent purchase experience that caused significant inconvenience and a level of service that I find below acceptable standards.

I encountered a serious issue with delivery/pickup which not only wasted my time but also caused considerable personal frustration. I was informed that “a refund will be processed as soon as possible,” which I acknowledge is standard procedure. However, I must stress that this is not an adequate or sufficient solution.

A refund is the bare minimum—the basic correction expected when an error occurs. It cannot be the sole response to a frustrating experience that has damaged my trust in your service. I expected more attentive handling, transparent communication, and, above all, concrete measures to prevent such situations from happening again.

Therefore, I urge you to take this feedback seriously and improve your customer service and logistics processes to ensure that the inconvenience I experienced is never underestimated or dismissed as merely a refund issue.

I look forward to a response that goes beyond routine and demonstrates genuine care for your customers.

I placed order 10413208559545 and it shows as shipped via Amazon Shipping - tracking ID IT2976040519. Tracking only shows "Label created" on Friday 11 July 2025 at 13:27 - no further transit scans. The order was supposed to arrive in time for my birthday but it never arrived. I contacted customer support in chat: the first agent (Ariana) collected my details but the chat was closed as "no response" while I was actively typing. I had to open a second chat with agent Julisjana and re enter all the information. Meanwhile I received an email stating the parcel will not be delivered and that a refund could take more than a week. Even worse - the items now appear out of stock so I cannot get a quick replacement. I am requesting clearer tracking information - a faster refund - and the option for an alternative solution or priority reshipment if stock returns.