Zalando GmbH Reviews 

Zalando says my order is too far along to cancel. So where is it?

My order is almost two weeks late. My Zalando account still says the order is being prepared, but customer service insists it’s already packed. Apparently that’s enough for them to refuse a cancellation, but they still can’t tell me whether it’s been shipped.

I’ve asked several times what caused the delay and when I’ll get my order. The answer I keep getting is that I can refuse the parcel when it arrives. I know I can refuse it. What I want to know is when it will arrive. Even after I asked for a supervisor, I got the same stock reply. No tracking number, no delivery date, no explanation. How long does Zalando expect customers to wait before someone actually looks into an order?

I’ve shopped with Zalando for years without a single issue. The first time something went wrong, their customer service left me to chase an order they won’t cancel and can’t give me a delivery date for.

Zalando Austria here.
I am their customer since 10 years and actually never had any serious problem so far and I order often. They maybe only became a bit slower these days and sometimes I wait a week for my ordered items.

Zalando heavily promotes its "Superstar" tier as an exclusive loyalty level packed with "unlimited" perks and free deliveries. However, once you actually try to use what you earned, reality hits. I received an email from their customer support casually stating that my Superstar status actually only entitles me to 5 standard deliveries.
How can you market a benefit as "unlimited" when it has a hidden cap of just 5 packages?! This is a textbook example of bait-and-switch and misleading advertisement. They use these fake promises to make you spend more money to reach higher tiers, only to change the rules behind your back.
Incredibly disappointing behavior from a major platform. Do not waste your time and money chasing their loyalty statuses, the benefits are a total scam and disappear the moment you try to use them. I am also going to submit a formal report to the European Consumer Center about their false benefits

a warning , don't pay for your rechnung invoice via their PayPal link, my payment was not acknowledged by Zalando, I reclaimed the payment via my bank and made a manual bank transfer for the 2 orders, so zalndo were paid . ...and then PayPal has deducted ithe amount again from my account, I've paid for my orders twice. What's frustrating is nobody cares, or even reads the emails properly , and worst of all is PayPal didnt read one word either not one word. I can not describe the feeling of being abused like this , literally been robbed by zalando and PayPal have assisted them.
Zalando you can do the right thing and refund me the duplicate payments, you received the money from PayPal today..
my bank transfers on October 6,the day I reclaimed the money back from PayPal via my bank...

Disappointing experience with defective items and discount codes

Unfortunately, this is not the first time I’ve received a defective item from Zalando when using a one-time discount code. My latest order arrived with a visible stain on the jeans.

What makes this particularly frustrating is that the discount code cannot be reused, meaning I can’t simply reorder the same item at the original discounted price.

It’s disappointing to lose the benefit of a promotion because of a quality issue that is entirely outside the customer’s control. Zalando should offer replacement discount codes or price adjustments in such situations.

Zalando has lost me as a customer — terrible handling of a Sellbox complaint

I submitted a The North Face 2-in-1 jacket through Zalando’s Sellbox programme, including both the jacket and its accompanying sweatshirt. Zalando rejected the item due to a quality issue, not because anything was missing, and I requested that it be returned to me.

When the package arrived, only the jacket was inside. The sweatshirt was missing.

I contacted customer service, provided the requested photos, and explained the situation several times. Instead of properly investigating what happened, Zalando repeatedly dismissed my complaint with generic responses, ultimately stating that the item had been returned in the same condition in which it was received. This does not address the actual problem.

What has disappointed me most is not just the missing item, but the complete lack of meaningful customer support and willingness to resolve the issue. I gave Zalando multiple opportunities to address my concerns, yet nobody seems willing to take responsibility or even provide a proper explanation.

You have lost me as a customer. I expect a company of this size to treat its customers fairly, take complaints seriously, and make a genuine effort to resolve problems when something goes wrong. Instead, this experience has left me feeling dismissed and has completely undermined my trust in Zalando.

A very disappointing experience, and certainly not the level of customer service I would expect from a company I have purchased from.

Zalando customer service in Germany is a joke! They didn't process my return correctly and now I'm on a wild goose chase filling in forms 7 times and sending them back and forth to their useless customer service who clearly couldn't care less. It genuinely feels like they find it a game writing to customers who need help because of their mistake. They don't provide any helpful information and won't lift a finger to help resolve the issue. There is nobody else to contact so I am stuck in a limbo. Never use this horrible company.

Recently, Zalando removed the chatbot, and finding the contact page is surprisingly difficult. I actually had to ask AI to find it for me.

When I finally reached the contact page, I found a simple contact form with a maximum limit of 500 characters.

Very interesting. Apparently, customer service and user experience haven't progressed much at all.

I've spent hundreds of euros on Zalando over time, assuming that kind of loyalty would count for something if anything ever went wrong. It didn't. When one of my orders got lost in transit, customer service was completely unhelpful: no real investigation, no accountability, just a runaround that left me covering the loss of both the money and the time I'd wasted dealing with them.

A platform is only as good as what happens when something breaks, and Zalando failed that test completely. Plenty of retailers lose packages occasionally — that's not unusual. What's unacceptable is a company that takes your money for years and then can't be bothered to actually help when it matters.

I won't be ordering from Zalando again, neither should you.

Horrible horrible chat customer service. I asked a question about my order payment, they just repeated the statement I sent and ended the chat, AI would have done better here. And it’s not a 1-time situation.
Sorry, zalando, but deliveries are slow and your customer service is rude and not helpful! I rarely buy on your platform and I regret it almost every time!!!

I always have a good xp. They also let customers know the lowest price and when a fav item is running low of stock. Only once had a delay with a return but contacted the customer service, and it was fast to answer and to solve, can't complain for ONE time issue solved on time...

I have been a Zalando Plus member for years and have spent thousands of euros with them. This experience has ended that completely.

I ordered a foundation in a specific shade and Zalando sent me the wrong one. The bottle looked identical to what I usually order and the shade number on the bottle was hidden under a large fulfilment centre barcode sticker, so there was no way to check it without removing the protective sleeve, which is the same act as opening the product. I didn't even consider that it was the wrong shade until I pumped it onto my hand to apply it.

What followed was five separate contacts, all met with the same outcome:

1. Live chat: the agent was unprofessional, gave scripted responses, refused to provide a refund, refused to escalate to a manager despite my repeated direct requests, and hung up the chat passive aggressively while my issue was still unresolved and I was still typing.

2. First email reply: a generic templated response repeating standard return instructions, ignoring my issue.

3. I escalated to Zalando's complaint email this resulted in a generic "We're sorry - this email address is no longer active." reply.

4. Second email reply: I responded back to the first email response and received another templated response, again ignoring the fact that the shade label was physically covered by their own barcode and their fulfilment center had sent me the wrong shade.

4. Third email reply: same again.

5. Fourth email reply: same again, word for word the same line about how they cannot accept returns that are not in the "original condition."

At no point did anyone acknowledge the actual issue. This is not a case of me ordering the wrong shade, or changing my mind or misusing a product. It is a fulfilment error that was physically impossible to verify the shade without opening the bottle, and Zalando's customer service has repeated the same script five times rather than engage with that fact even once.

This is an 11 euro item. Had Zalando simply apologised and refunded it, I would have remained a loyal, high-spending customer. Instead, after five contacts and zero resolution, I have deleted my account and will not be using Zalando again.

If something goes wrong with your order, be aware that their customer service appears to have no mechanism for actually reviewing a case, only for repeating policy at you until you give up.

Hello, order no. 10104707564709 was placed on May 1, 2026. I received it on May 7, 2026, but had to return it to the store. It has already been two months since I returned the item, but the store refuses to refund the purchase price. I have already provided numerous pieces of evidence confirming the return of the merchandise, and the store has repeatedly promised me that the refund will be issued, yet I still have not received my money back. I even contacted DHL to have them conduct an investigation and received a report confirming that I did indeed return the order, but the store is ignoring me.ICH KANN DIESEN SHOP NICHT EMPFEHLEN! Jetzt stehe ich ohne Ware und ohne Geld da.

Made an order. It was cancelled for no reason. Zalando claimed my 'activity does not comply' with their Terms and Conditions, and won't explain further. I used a real email address and paid with Apple Pay, so no idea what the issue is? Poor customer communcations.

Extremely disappointing experience with Zalando (Order #10103709826930 – missing perfume). The perfume was never in the parcel I received, yet my refund was denied based solely on an internal warehouse scan. Ironically, this is already the second warehouse error with this order—my previous return wasn’t scanned correctly either, making it difficult to treat these internal scans as reliable evidence. Fortunately, I had DHL proof that my previous return had in fact been delivered. Despite repeatedly requesting objective evidence for this case, including the Hermes parcel weight and packing records, Zalando has been unable to provide any. Instead, they expect customers to pay for an item they never received, based solely on internal records. Unacceptable

Ordered a pair of shoes. First time ever ordering from Zalando. Paid immediately by bank transfer on June 10th 2026. Get bugged by mails reminding to pay ... Cannot answer to the mail account from which the "reminder" came. So sent mail to "impressum" contact mail address Sent copies of correct bank transfer TWICE, each time pdf + jpg attached. got 2 answers "signed" by two different "people" (i suspect fantasy names of AI - KI). well, now a reply that my timely payment was booked into someone else's account - but "final" confirmation within the next 5 days 😱🤬🫢 NEVER AGAIN ZALANDO ((too bad i cannot upload the ridiculous mail here Zalando sent me)

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The are basically stealing from customers..

I sent back my order no refund, they can’t locate the return and I must fill a legal form and wait another 16 days..

Never order with them again.

Customer service is rude and bad.

I placed an order on zalando.de (lounge by zalando) for three pairs of sandals - for myself, my mom, and my sister and other things as well. However, when the parcel arrived, there were only two items inside.
I contacted customer support immediately and explained the situation. I was asked to complete and sign a formal declaration, which I did. After their internal investigation, I was told that they had checked everything twice at the warehouse and confirmed that all items were sent correctly, meaning they did not accept that anything was missing.

Despite multiple attempts to resolve the issue and continued communication with support, I kept receiving the same response. Eventually, I was informed that their decision is final and that they will not offer any refund or further assistance.

This experience has been extremely disappointing. From my perspective, there is no fair resolution process when an item is clearly missing from an order. I am left without one of the products I paid for and without any meaningful support or compensation.

I would advise others to be very careful when ordering, as resolving missing-item issues may not be straightforward, even when reported immediately

Really Bad. I chose express delivery but they told me today it will be delivered 4 days after. Initially express was supposed to be 1 day after and standard 2 days after.