Zalando SE Reviews 668

I ordered an item and few hours later i wanted to return it back. They said that is not possible because they already send order. And if noone will pickup order, they will receive it automatically back. IT passed 3 months, but money did't returned back. I wrote many times to support but they did't tell my anything useful. They response with AI agents. Worst support i ever seen. Don't use ZALANDO never

Customer support is not helpful at all. All chats are just closed without anything resolved!

Cant recommend this shop if any problems arise!

(🇸🇪): Zalando har bekräftat mottagandet via e-post men vägrar återbetala 449 kr.
(🇩🇪): Zalando hat den Erhalt schriftlich bestätigt, verweigert aber die Erstattung.
(🇬🇧): Zalando confirmed receipt by email but is now refusing the refund."

Made multiple purchases since 2024. Had nothing but excellent experience. Done a few returns due to quick wear and tear of the sneakers or wrong size of clothes and never had any issues refunds in 1-5days

Very bad Customer Service

It is so expensive! They say 20% but we get maybe 5% really procent...

Amazing service, fast delivery, and friendly staff. Shopping has never been this smooth.

Jag vill varna alla som läser detta innehåll.
OM DU HAR HANDLAT PÅ ZALANDO OCH BETALAT MED KREDITKORT, REKOMMENDERAR JAG STARKT ATT DU STÄNGER AV KORTET FÖR INTERNETKÖP ELLER SPÄRRAR DET HELT.
ZALANDO DRAR PENGAR IGEN FÖR GAMLA KÖP SOM REDAN ÄR GJORDA!!!

I want to warn everyone reading this content.
IF YOU HAVE SHOPPED ON ZALANDO AND PAID WITH A CREDIT CARD, I STRONGLY RECOMMEND THAT YOU DISABLE YOUR CARD FOR ONLINE PURCHASES OR BLOCK IT ENTIRELY.
ZALANDO IS CHARGING AGAIN FOR OLD PURCHASES THAT WERE ALREADY COMPLETED!!!

When things go well, they can be great, When matters go badly, they are worse than useless. One refund was made within a day (shows you that it can be done). The other one has been stuck in Zalando purgatory for over a month. Customer Services simply defer, deflect or simply exit the chat.

I doubt that I'll ever get my money back. Think I might just put in a for small claims so I can get their legal department working overtime for the sheer pleasure of watching them sweat over small change

I returned a pair of shoes in April and have yet to receive my £80 refund. I've reached out multiple times, only to be brushed off each time. I even called customer service — someone picked up but said absolutely nothing, though I could hear people talking in the background. Completely unprofessional.
What’s especially disappointing is that I used to order frequently from Zalando Germany and never had such issues. I expected better.
It's unacceptable to leave a customer chasing a refund for months. £80 is not a small amount to just ignore — this feels like theft. I'm incredibly frustrated, and honestly, you should be ashamed. This experience has completely destroyed my trust in your service.

Terrible experience for the first order. 2 bikini tops are not the size I ordered! Cannot find a way to return them as there are no ways to contact them in Spain.

How has anyone got through to Zalando for help Willen they have got the order wrong? I haven't even had time to check the rest of the items. I desperately needed the bikini tops for work but wrong size so have let me down.

First, I havent had any issues getting the things I've ordered and it's always been on time. That said, I would have ordered much more if they replaced their models.
I don't know if they're trying to be inclusive or what the heck's going on but many of the models make it impossible to get an idea of what the clothes would look like on a "normal" person. It's like the went out of their way to find the most misshaped people on the planet. Guys that are 7 ft tall weighing 140 lbs, people with the narrowest shoulders compared to their waist etc.
Additionally, whoever's creating the fits should be fired. No, I don't want to see what a hoodie looks like with dress pants - because no sane person would wear that. It's just making everything look weird.
Lastly, the "the model is this tall and is wearing a size X" and "this item is small in size so we suggest ...." info on the pages are almost always off. It's not rare that the first review you read on the same page outlines the complete opposite to warn others. Then again, if they used normally shaped models they might have been closer to the truth.

Such a shame that receiving the wrong item is one of the most common reasons for returns. I placed a cross-country order with expensive delivery costs—only to receive a completely different item! How is it even possible to confuse jeans with a waistcoat?

Unfortunately, returning it doesn’t make sense for me due to the high return shipping cost. I’ve submitted a complaint, but no one has responded. Really disappointed with this level of negligence.

It feels like because you have so many customers, you just don’t care anymore.

I ordered woman sneakers Nike Performance AIR ZOOM PEGASUS 41 and Converse CHUCK TAYLOR ALL STAR XXHI.
Nike was obviously fake, uneven color lines on sole, lots of glue marks. Size fit a little bit different from Nike official store in a mall.
Converse has the zipper stitched unevenly.
There is no way to check originality officially, but I trust my eyes.

This has been one of the most disappointing and frustrating shopping experiences I’ve ever had. I placed an order during a really good sale and selected size XL for all three items: two jackets and a t-shirt. Somehow, Zalando sent me a jacket in size XS—completely wrong and unusable. The rest of the order was correctly packed in XL, so how an XS ended up in there makes no sense whatsoever. It honestly feels deliberate, as if Zalando didn’t want to honor the discount on that particular item.

And now, conveniently, the jacket has disappeared from the website altogether. It’s no longer available, and I can’t even re-order it. The timing of this so-called mistake is just too suspicious. Packing one totally wrong size while getting the other two right? Then the item vanishes entirely? It doesn’t add up. It feels calculated.

Customer service was the cherry on top of this mess. The first agent I spoke to was rude and abruptly ended the chat without letting me ask questions. The second one at least tried to help, but since then—radio silence. They said they would try to rectify the situation, but I haven’t received any proper follow-up. It’s difficult to get a reply, and they take no real responsibility even when the fault is clearly theirs.

No compensation offered. No trustworthy communication. Just delay, deflection, and silence.

Zalando has completely lost my trust, and I will absolutely think twice before ever shopping here again.

They sent me the wrong size of shoes two times in a row and now my size is out of stock.

Havaianas sandals are listed in Brazilian size. Euro size is printed on the sandal.

I expected much better customer service from a so-called high-end webshop that sells luxury brands. Unfortunately, my experience was the opposite.

I paid for home delivery, yet my package was redirected to a post office. To make matters worse, the entire package—including the shoebox—arrived completely damaged.

When I contacted customer service, I was met with unhelpful and inconsistent responses. The first agent, Lucy, used improper sentences but ultimately told me to pick up the package so I could get a refund for the shipping costs. However, when I followed up after retrieving the parcel, a second agent, Paula, told me to simply return the entire order—completely contradicting what Lucy had promised. Even after I provided a transcript of my conversation with Lucy to clarify the situation, Paula abruptly closed the chat, preventing me from responding.

This level of service is unacceptable, especially from a retailer that markets itself as high-end. I have spent hundreds on this webshop in the past, but after this experience, I won’t be shopping here ever again.

The takeaway? Cutting corners on customer service will cost you loyal customers.

I have every good shopping experience at Zalando since two years ago, there are lots of fantastic products in the app and even low cost than other online shopping website. The customer service reacted very fast in professional way. I am so happy.

zalando.com provides a large assortment of stylish and superior products along with a great shopping experience. While thorough product descriptions and user ratings guarantee well-informed decisions, the site's ease of use makes browsing a breeze. The appeal is increased by prompt shipment, dependable returns, and attentive customer support. One of the best online destinations for fashion fans seeking convenience and quality is Zalando.