Zalando Reviews 

Poor service, now im stuck with shoes that dont fit and a policy that doesnt offer exchanges. Useless service.

After being a customer for years Zalando stole my money and will not respond to my emails. I received an incorrect item (not the first time) I selected wrong item received for the reason of return and sent it back. They emailed me and said as I returned an item they didn't send they cant refund me! I’ve emailed numerous times since with no response so im now without money or the item i wanted. After 137 items I’ve ordered from them, there wont be any more.

I want my refund! You're making unjustified demands for a simple return while the bank needs proof. Refund my money hassle-free—just as easily as you took it!

As a loyal Zalando customer, I am facing a major issue. My original email address is no longer valid because the domain has shut down. I requested to have it updated to my new email address. I was initially told in writing that the change would be made within five days—subject to identity verification—but another representative later told me it was impossible and asked me to create a new account. Doing so would mean losing all my loyalty points and benefits! Customer service has stopped responding to my messages. This is unacceptable, especially since other retailers (such as Sephora and Galeries Lafayette) resolve this type of issue with ease. I am waiting for a manager to handle my case.

Excellent site for ordering equipment; very fast shipping and good quality.

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