Zalando Lounge Reviews 68

I am a Shine-level customer with over 700 reward points, only 35 points away from Star level, which includes free delivery and premium customer care.
Because 54 points are marked as “pending” for 30 days, I am blocked from using free delivery, even though I’ve already earned the next level through my spending. This put me at a clear disadvantage when trying to buy a time-limited item on Zalando Lounge.
I contacted customer service to ask if the points could be credited sooner. The agent simply told me to “wait,” offered no help or alternatives, and then abruptly disconnected the chat before I could reply.
This is not premium service, it’s dismissive and unprofessional. Loyalty benefits are useless if customers are prevented from using them when it actually matters.
I would not recommend Zalando or Zalando Lounge based on this experience

I ordered a Versace watch (ZZO31VR42-F00) from Zalando Lounge, and while the watch was delivered, the authenticity card with CLG code was missing. The QR code included did not lead to any valid verification system.

I tried reaching customer service, but the response was slow and unhelpful. The warranty booklet is also completely blank, which is very unusual for a Versace product.

This raises serious concerns about product authenticity and transparency. I expected a luxury item with proper documentation, not a watch with missing proof and unanswered questions.

Very disappointed. Will escalate to consumer protection authorities if not resolved.

I have noticed that for the last few orders I made I was charged a credit card fee. Zalando claims it is the credit card company because of my default currency and country. However, it is the currency and country I order from (Switzerland). The credit card company confirmed to me that the transaction appears as if it is happening in CHF for me as a customer, but in fact in the background it is all routed to Germany and thus the charge. After numerous attempts to get clarification from Zalando, I finally got the best answer: “We forwarded your inquiry to the relevant department for review. Unfortunately, even after repeated inquiries, we have not received any information or answers other than the statement already submitted. Regretfully, we cannot answer your questions.”
I guess something like this should be reported to the consumer protection authorities.

They advertise that the delivery time is a few days, but straight after your purchace the delivery time change to some weeks. So is an absolutely scam website. Deception, Deception, Deception

My account was hacked and information stolen. I am due a refund and cannot reach customer service on phone because Italian language service is for Italy. I have written many emails to them but nobody is contacting me. I got an email 2 days ago that someone changed the email on my account to a kakama.com address. I never authorized this. Now I get a response back from Zalando that my email address isn’t in there system. Has this happened to anyone else?

i finance Zalando Lounge.... Made an order on the 10th of April and shortly thereafter the money disappeared from my bank-account and the order will only be delivered latest 12th May now. According to the socalled 'support' (must be support for Zalando only and not the customers) this is a normal way of Zalando Lounge, cash in and deliver a month later. It is absolutely and completely a theft of money to finance their own business - it would be the same of the grocery man asks money a month ahead for your daily shopping - would any customer accept that ??? Of course not. We will never use Zalanda Lounge again

I think Zalado and Zalando Lounge must have entirely separate management, seeing that I've generally had positive experience with Zalando. But my experience with Zalando Lounge was generally hit and miss, right up to my latest transaction with them which has been an utter nightmare. From the borderline scam to the condescending racist treatment.

I ordered a fitness tool from them which arrived with an essential piece missing. Picture of the said piece is all-over the packaging and was included in the description of the item. There was no notice of any kind as to the item having any defects or missing bits on the description. Well, seeing that the item page is now expired and I no longer can prove anything, customer support conveniently claims that this essential piece was never supposed to be a part of the package, an entirely unbelievable claim.

But it gets better. The woman on the phone with me decided to speak to me as if she was speaking to a child [or perhaps an idiot] right after she realised I have a foreign name that was making things oh so difficult for her. [Poor thing, having to deal with a foreign name, huh?] Mind you, having lived and worked in a German speaking country for a decade I can perfectly well speak the language, which is what I was doing. But every time I spoke a word in English, she would interrupt me and give me warning that I had to speak in German because she spoke no English. Said English words being words like "computer" and "item", which the last time I checked very much appear in the German dictionary too. Seriously, what kind of uneducated close-minded person doesn't know what a computer is, and keeps issuing warnings because I used such "English language" words?

Of course I then stopped the conversation and asked to speak to someone else. After waiting an eternity on the phone, I was connected to someone who told me she had been told I needed to speak to someone in English! Are you kidding me? I didn't need to speak with someone in English, just because I'm a foreigner it doesn't automatically mean that I can't speak the language of the country. I simply needed to speak to someone who knew what a bloody computer is!

So in the end not only was I scammed by Zalando Lounge, I also had to deal with their rude condescending racist behaviour.

This website is a complete SCAM! I never received my order, I had to check where it end it. The customer service helped by saying to go pick it up myself on more than a 1-hour train from my home. That's completely crazy!! Of course, they are also ghosting me and of course, I paid for a useless shipment fee.
I hear that people don't get their parcel since it just gets lost or destroyed. So say goodbye to your money!!

They never send me the correct size, and I have to return in all my orders at least 1-2 articles because of their fault. In my last order, there were 4 articles of the wrong size. Unbelievable!! I placed a complaint and they said it was my fault, that I ordered the wrong size. Excuse me!! I know what my size is in all European and US systems. I can only recommend to order several sizes of the same product to see if you are lucky enough to get what you need and then return the rest.

All went well, good website and app, reliable delivery and free returns.
Top!

I ordered three pieces and sent one back - had no issues with anything. Since it is their business model and you are informed about it from the beginning, it is no problem to wait a little bit for the goods, especially when getting them at a lower price.

If your article is lost by La Poste or Has been stolen - Zalando lounge won’t refund or declare the good as lost. Your money is wasted !!!

Great service. Wide variaty of products offered. You just have to be online on time to ensure your size is still available ;)
Delivery estimation time is reliable! Sending products back is easy and convenient. The money is returned back in due time

I have ordered since November ending two winterjackets.
Till now I have not had anything.
Customer service blame the Christmas season for the delay and ask me to have patience.
Although Zalando.ch is rather quick and easy to handle Zalando Lounge is completely the opposite.
I have the feeling that i have order form asia and cross my heart to be lucky and get my order.
For sure the worst market site i have ever dealed...

Great customer's services!! Thanks for the help when the carrier couldn't find my address! :)