Zalando Reviews 

Zalando sent me the wrong item, and I had to try multiple times just to return it. Several return barcodes didn’t work, the package was even sent back to my home, and every time I contacted support I had to explain the whole situation again to a different person.

I had to print the label twice myself — despite not having easy access to a printer.

In the end, I finally handed over the package, but the PostNL machine couldn’t provide a receipt, so now I have no way to properly track or prove the return. I paid for an item I never ordered, no longer even have it, and I’m still waiting for my refund.

Very disappointing experience overall.

My products arrived on time. Happy overall

Absolutely horrible customer service. It is impossible to return wares to a Zalando Partner - they generated a return label that doesn't work, so I can't ship my return!!! Soon the 30 days' return right will expire - I wonder if that's what they are counting on.
In the zalando app and on the website- no open contact form to fill out, no contact tlf number. It's but possible to reach them at all. The value of the goods to be returned is over 800 kr so also not peanuts.
I never had major issues with Zalando before, shopped with them for many years. But I will not be stolen from.

If I could give this scam site zero I would.
Bought very expensive leather clogs, after checking size.
I was told to go one size up. No clogs, so I checked tracking and surprise surprise, coming from China. Cheap, plastic rubbish eventually arrived. And huge. They look NOTHING like the photos on the Dutch website. Worth about 9 euros on TEMU or AliExpress. I paid over 30 euros!!! A complete scam. AVOID AT ALL COSTS!

A week past the estimated delivery date, no tracking updates, no accountability, and customer support that only sends automated replies asking customers to keep waiting.

Extremely frustrating experience and honestly one of the worst post-purchase support experiences I’ve had in the UK so far.

Customers deserve real updates and real assistance, not endless automated messages.

Zalando have sent defective goods, and fraudulently taken money from me. Zalando asked me to send goods back, and supplied me with Evri return label, I’ve sent goods back and nothing after 10 days, the goods have been lost or stolen again from Evri and Zalando laughed down the phone at me when i tried to call them and said nothing i can do, not our problem. We are talking about a very expensive order which was not fit for purpose due to quality, they have taken money from me, got me to sent item back and now I’m out of pocket! Call centre in INDIA too which tells you a lot how much contempt this company has for customers when things go wrong! AVOID AND USE ANOTHER COMPANY

Dårlig kundeservice

Zalando’s checkout failed during a 20% campaign, Zalando admits fault, but refuses to remedy it

I attempted to place an order of approximately DKK 17,000–18,000 during Zalando’s 20% Superstar Member Days campaign. Due to a technical issue with Zalando’s checkout, I was unable to complete the order before the campaign expired.

I contacted customer service and explained that this was not a case of me forgetting to order in time. I tried to order while the campaign was active, but Zalando’s own platform prevented completion.

Customer service acknowledged the issue and even stated: “We understand this was our fault.” Despite that, Zalando refused to apply the discount, reactivate the campaign code, or offer any reasonable equivalent solution.

For context, I have spent around DKK 100,000 with Zalando within the last 12 months. Apparently, even that level of customer loyalty is worth nothing when Zalando’s own system fails.

A serious company should take responsibility for technical failures on its own platform, especially, when the failure directly prevents a customer from completing a purchase under an active campaign.

This is not acceptable customer service

I have paid for a parcel that NEVER arrived and written many times BUT no answer at all from them!
They are impossible to get in contact with and just now I went into my account and they have removed the order from my account so I can’t report it anymore…
Customer service is SHIT!!!!!!

Oh my God when I see this 1.9 rate on Zalando Trustpilot I was hasitating to write a bad review but in fact I do one.
I'm not happy about the delivery time.
Before I get delivered my product 2 or max 3 days now it became double time.
I wrote to support about that and support answered to me what I was able to see in the app myself about the estimated delivery time .
So basically I did not get help about this long delivery time.Will be faster if I can pick up somewhere.
Oh My God again you should do something about this lot of bad reviews.

I am extremely disappointed with Zalando and would not recommend this company. I paid for goods that were supposedly delivered, yet the only “proof” provided was a photo of parcels left unattended on a doorstep with no signature or evidence they ever came into my possession.
I have now been waiting over 15 days for an investigation while customer service continues to give inconsistent responses and refuses to properly acknowledge the failed delivery or issue a refund.
This experience has been stressful, unprofessional, and completely unacceptable for a company handling expensive orders. Based on my experience, I would not trust Zalando with high-value purchases.

Poor delivery: promised to be delivered today but now saying will on 17th while upon checking the parcel is even not picked by the courier. Now asking me to be patient: parcel already took 5 days and not even dispatched so what kind of patience they ask me to have: I needed the item for today now what I will do with that after this. Ridiculous!!

Zalando was one of my favorite apps to buy but i have noticed that the customer service for Zalando plus y very bad, they don't help to fix issues, they do not understand what is the problem sometimes. They leave you waiting for long time for talking to you. Then the orders get cancel after you paid without telling you. The clothing gets damage or with makeup or perfum like somebody wore it. Not thinking I will keep buying in this app anymore.

Never buy from this online store as they charge for quick delivery and there is no quick delivery as such.their customer service is very rude and ill mannered.today was the delivery day and they gave me 48 hours more .what a shame.

Had to cancel my order as they didn’t even send it out on the delivery day

I am very frustrated with zalando’s custommer service as it seems customers are not taken seriously. I made a return from an order payd with gift card+ mobile pay and did not receive refund as described in the automatic email received.
I have been comunicating with multiple persons and every time I get a reply I fell like they take me for fool and dont know how to do math as they provide different information, never admiting something went wrong in the process.
Now even other gift cards that were not used for the purchase are said to have been part of recent refund.
There is no transparency and I cannot trust the info they provide as it seems they only want to have the case closed asap and people dont know what went wrong.
I am really disapointed by how this case has been handled.

I am a long-term customer of Zalando and have spent a significant amount of money with this company over time, which makes this experience even more disappointing.
I placed an order (Jordan hoodie and additional items) with cash on delivery, expecting a standard and reliable shopping process.
Instead, I was repeatedly given inconsistent and misleading information. First, I was told the order had been dispatched, then that it was on its way. However, the tracking status remained “awaiting handover of the parcel” the entire time, meaning the shipment was never actually handed over to the carrier.
On the expected delivery date, I received another message about a delay, only for the order to be unilaterally cancelled shortly afterwards by Zalando without any real explanation or attempt to resolve the issue.
The situation was then closed with a statement about a “refund”, which is irrelevant in a cash-on-delivery order where no payment was ever made.
The item was still shown as in stock, so this was not a stock issue, but an internal failure that was handled by simply cancelling the order instead of fulfilling it.
Customer communication was entirely template-based, repetitive, and showed no real effort to address the problem. It felt like the customer experience had zero priority, despite my long-term loyalty to the company.
Overall, this is a very poor and frustrating experience that completely undermines trust in the service.

When you work with partners such as Bestseller, please take responsibility for handling returns properly instead of making customers struggle with confusing shipping instructions.

It is impossible to complete the return process as instructed. The barcode does not work, the parcel machine asks for a different code, and no clear explanation is provided. As a customer, I should not have to contact different companies, search for missing codes, and run around to different locations just to return an order from one online store.

If I place an order through one online shop, the return process should also be clear, simple, and handled by that shop and its partners internally. This experience has been extremely frustrating and shows a complete lack of consideration for customers.

Very disappointing service.

Items which were considerably cheaper than anywhere else online, were ordered on a Friday with delivery times being up to 5 working days..... Arrived the next working day and were perfect....... kept informed throughout delivery process and would definitely use this company again.

I’ve generally had a decent experience with Zalando, and until recently I would have rated them around 4–5 stars. However, their customer service has been consistently disappointing, which brings my overall rating down to 2/5 - possibly lower.

I’ve contacted customer service multiple times with simple product-related questions, but instead of actually answering, they repeatedly just ask for an order number and offer no real help otherwise. This is frustrating, especially considering how much I’ve spent with them over the years.

The most recent issue really pushed things over the edge. I accidentally placed an order with the wrong address and contacted customer service within 2 minutes of ordering. Despite how quickly I reached out, they refused to make any changes or assist in any way. Instead, they told me to contact PostNord myself. However, PostNord clearly states that only the sender - Zalando - can make such changes, as they are the legal owner of the shipment at that stage. Still, Zalando refused to take any responsibility.

To make matters worse, I actually had to contact customer service twice. The first interaction ended abruptly when the agent left the chat before the issue was resolved, forcing me to start over with a new representative. Unfortunately, the second attempt was no more helpful.

It’s honestly unacceptable that an address can’t be corrected before the order is even processed and packed. No shipping label is created at that point - something I know from experience working in e-commerce.

At this point, I don’t see the purpose of their customer service at all. If they are unable or unwilling to help with even basic issues, it might as well not exist.