Zalando Reviews 

Avoid Zalando Lithuania if you expect to receive new products.

I ordered a Holzweiler jacket from Zalando Lithuania for €285, expecting a brand-new item. Instead, I received a jacket that had clearly been worn by someone else.

It arrived without the original tags, in a non-original torn plastic bag. The collar was dirty with a visible stain. Even worse, there were used tissues and unwrapped lollipops inside the pockets, with one of the lollipops stuck to the lining. It was obvious that this was not a new product.

After I filed a complaint, Zalando's solution was shocking: either keep the used jacket and accept only €57 compensation, or return it for a refund. Why would anyone pay €285 for a used jacket?

I had no choice but to return it and order the same jacket again because I wanted the new product I originally paid for. As a result, I had to pay another €285 while waiting for my refund, meaning hundreds of euros of my money were tied up because of Zalando's mistake. I also wasted my time packing, returning the item, contacting customer service, and placing a second order.

I politely asked if they could at least offer a discount code for my next purchase as a gesture of goodwill. They refused. I asked again, explaining the inconvenience I had experienced, and they still refused. Apparently, customer satisfaction is not a priority.

Receiving a used item by mistake can happen. What truly matters is how a company handles the situation. Zalando Lithuania chose not to take responsibility beyond the absolute minimum required. They showed no appreciation for the inconvenience they caused and made no effort to retain a customer.

Be careful when ordering from Zalando Lithuania. If you pay full price for a "new" item, there is apparently no guarantee that you will actually receive one. And if something goes wrong, don't expect Zalando to make things right beyond the bare minimum.

I have received poorly packaged orders from Zalando multiple times. Boxes often arrive damaged or already opened. On one occasion, an item never arrived because the package had opened during transport. Despite reporting this issue several times, nothing has improved. My latest order, a suit, was simply placed in the box without a protective garment bag and arrived covered in dust.

Unfortunately, this experience has convinced me not to order from Zalando again. Customers deserve better care and higher packaging standards.

Disappointing customer service. Unmet delivery promise. No willingness to solve the consequences of their own mistakes. Just awful.
I was a customer for many years, but that's enough.

Beställde 17/6. "Beräknad leverans: 18/6". " Ditt paket har skickats och är på god väg att komma fram i tid:"

Försöker att spåra paketet. "Seems like we haven't received the parcel or the info you have entered is incorrect."

Only positive experience with Zalando. Great deals, great products, great return policies and rewards for active users.

I used to find safety in shopping on Zalando due to great customer service, unfortunately that is not the case anymore.

Unfortunately, the standard of customer service at Zalando has gotten to the 2nd worst quality for customer service in Denmark. Only matched by the delivery services provided (Postnord only).

If you have any issue, they will not handle it, if you are typing questions they will cut off the chat mid-typing - Multiple agents do this so this is standard behavior.

Fortunately this will be the last time i shop anything on Zalando, as the whole experience was very dissapointing.

The return i made was wrongly registered so even though i sent the item back, contacted the customer service, and was assured that the problem is fixed, i got a reminder email to pay with a fee for delayed payment! The customer service is bad, only by email, each email taken up by a different person, they don’t follow and it’s all very frustrating. I have been using zalando for years and love their pre-owned section, but all the hassle and mess they have in their system makes me wonder if it is worth being a customer there despite convenience

I received my order incomplete but reached out to customer service, where I got quick help and the solve my problem plus gave me an extra bonus. I appreciate companies that value customer satisfaction. Everybody can make mistake but how you handle it makes a difference.

GREAT company, I ordered around 20 times and I never had any issue with customer service or returning, but I am a very responsible buyer! Awesome company, very fast, responsible, and kind… so happy with Zalando - Sweden🇸🇪💙👏🏻

Preference would be to give no stars. Sent a completely different item from one ordered. Customer service person could not have cared less, could not have sounded less interested. It was like it was my fault. Will not be buying from them again.

Zalando has the worst customer service. THEY WILL TELL YOU NO AND END YOUR CHATS WITHOUT GIVING YOU AN ANSWER OR HELP!!!! They do not care about customer satisfaction, give no solution, no help... your item is damaged? well send it back and repurchase it... okay but it is now more expensive... well that's life. Literally buy anywhere else if you can.

Second (actually third) bad experience with Zalando. Ordered Nike sneakers – arrived with glue marks, random rubber piece on the sole, and loose rubber threads. Had similar issue before with New Balance, and even received a Coach bag that looked like a counterfeit. Starting to question quality control and authenticity. Anyone else experienced this? Check your items carefully.

Now zalando has become a cheap seller started doing scams with customers its better to shop from temu rather than zalando lolz i ordered 2 mens same jeans they sent me same jeans but different sizes actually that was defected jeans now I returned the items zalando app is showing parcel recieved they sent me invoice for that jeans with extra fee when i talked to customer service they said we cannot do anything if zalando app is showing we recieved parcel i have talked to postnord they said we delivered the parcel to zalando now zalando is doing cheap stuff please do not buy from zalando its becoming scam now slowly

I paid by Apple Pay and apparently got an autogenerated email that was linked to my purchase. I could not read or log into that mail, hence the returninformation was lost. I tried four times to get customer service to send the returnlable to my real email but they treated it like it was banking information and refused. Finally one of their bots (cause they are!!) promised it would be sent to my mailbox. Over three weeks ago now and I have given up hope to return. Forced to pay and keep order for 690kr I Will never ever buy anything at Zalando again and hope no one else does either.

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!!!

I am not sure what happened to this company. Two years ago I would say I had the best experience ever with zalando. Now packages come overfull and falling apart with items sticking out of them plus I received something I never ordered. I have recently ordered dresses through them, they sent them in two packages but somehow they expended me to return some items separately to their suppliers although they arrived in only two overfull packages. Money returns are not being registered and are delayed and their customer service is being very rude and arguing with me, like it is my fault. What a shame how their services have deteriorated.

Additionally, the dress on their page that I at the end liked was 1900 sek. However, their supplier, bubbleroom charged only 700 sek for the same dress on their webpage. Therefore, I ordered directly from bubbleroom and saved money. I can understand being it a bit more expensive but almost three times more than the price in the original store is very unreasonable. So would recommend to always compare.

the worst experience trying to shop there. when I was about to check out the code provided for my birthday made an error in the payment section and the page updated, as a result I couldn't finish an order and the code was marked as "used". Reached out to support and they were not even trying to assist or help. As a Plus member, felt very estranged and decided to not shop further at Zalando.

I've shopped with Zalando (SWE) many times, never had any issues, and always fast delivery. Easy to make returns, and money refunded within a couple of days.

I ordered several hygiene and cosmetic products from them. After ~10 days from ordering these products, I didn't receive a package, PostNord says it is still waiting for Zalando to send the package, but I received an email that claims I have returned these products. No other explanation, no transparency, just claiming I send back those items I have never received.
When I contacted their client service, I was told they didn't send the package and, instead of sending said package when they noticed their mistake, they preferred to cancel the order as apparently they do not repair such situations created by their mistakes, they just cancel and the client has to reorder same products.
When I pointed out how this is very disrespectful towards the client who now has to reorder said items, often at higher prices than initially, I received a line with price matching, but no link or help with said price matching, but soon after, when I pointed out the time lost for the client in having to search for items and reordering them, their client service just closed the chat, circa 30 seconds from my last answer.
So this is their level of competence and their respect towards the clients.
Zalando has practices that are disrespectful towards the clients and completely lacks transparency. And their client service is allergic to feedback.

Absolutely crazy company! I had to deal with unfortunately a horrible experience where someone used my information I do not know how and even with closing the card somehow this company was still trying to access my information. It is crazy! It’s the principal of they kept trying to charge my account all day and I had to sit there and dispute every charge and watch my account like the feds. Companies like this are completely insane because I’ve never seen something like this to be honest. Thankfully my bank had to literally keep me on standby to ensure these crooks didn't charge me. It was to the point where they kept trying after the charge was declined! I said what I said!