Zalando Reviews 

There is more than one Zalando and they're all bad!! On one page my items didn't exist and when I finally found the right page (All under ZALANDO), I have to print out labels and go to another town because they use the worst delivery service in the world: SEUR!
A complete waste of time and money! Never buying anything from them. A far cry from the company I first was a client of 9 years ago. That's gone. This is a chinese scam!

Spent EUR270 on shoes, they have not been delivered but the tracking information says that they have (they haven't... or i would have the shoes!!). Neither Zalando nor the delivery company have helped me, they have just kept my 270 euros. I want a refund now please.

Wrongly charged for shipping + terrible customer service

I spent €260 on an order and was wrongly charged a €3.95 delivery fee, even though my account benefits include free standard shipping.

When I contacted customer service, one agent confirmed in writing that the shipping fee would be refunded once my order had been fully shipped. After that, Zalando repeatedly contradicted themselves, claimed the agent “meant something else,” and refused to honor what was originally communicated.

Every time I followed up, they acted like it was the first time I had written, ignored my requests to escalate the issue, and sent copy-paste replies. The way Zalando has handled a simple €3.95 refund has been incredibly frustrating and unprofessional.

It’s not about the money — it’s about principle. If this is how they deal with loyal customers over a small issue, I worry about how they’d handle a larger one.

I wish I could rate it lower than 1 star. They insist my package was delivered even though it wasn’t.

Karim Gonzales, Malory Ferat and Juan Crouse at Zalando Customer Service are the worst personal and most ridiculously stupid. They never try to solve an overcharged problem which was an item Zalando cancelled and mentioned being refunded which they never did. They keep sending automated text and avoid doing their job. They even kept replying to wrong email address after saying I had to use my other email address. They ask for my information which I gave them. Most low iq staff and unprofessional, I have experienced. I have done business for long time with Zalando since they started. Firstly in Denmark, then Italy and now in Spain. I believe I will very likely never purchase again with them. I rather have functional and working customer service instead of having to report scam and theft to card company and bank to retrieve stolen money by Zalando.

UPDATE: This is the response from the customer experience team: Happy Day ❤️ - they troll their customers instead of helping them.

I made the purchase with my bank card and they are refusing to transfer me the funds accordingly.

I have made a purchase with a code from a discount card from work that allowed for a small discount of the website, using my Sabadell bank account as the payment method. When requesting more information about my refund, the company can only provide a credit to the store account. I spent over 130EUR and would not have made a purchase if I knew this would not be refunded to my bank account. The customer service has been frustrating and not helpful even though it's the first time this has happened.

Incredibly poor customer service. I made an order I never received, and they refuse to give me a refund. Delivery partner seems to have delivered to the wrong person/address, but the fact remains the package was never delivered to the registered address.

my first and last time using zalando. the worst customer support. mean, annoying absolutely 0 help.
while i’m waiting 15 minutes for agents to reply they are closing chat after 30 SECONDS of no response

Not a serious company, they care more about not missing a sale than being transparent and reliable to their customers.

Please don't suggest reaching out to customer service; the help in the app is useless and keeps you in the loop. No email or any way to get in touch. If you have a secret way to get in touch with you, I don't want to know anymore. I have submitted the cancellation today.

Ordered on 27th June and the approximate delivery date was for the 1st July. The status of my order in the app is still unchanged today, 2nd July. Why not be honest with the shipping time? If it takes one week or more, it's okay; I just needed to know the TRUTH as I won't be at home to receive it next week. But I guess your greed to not miss a sale won't allow it… and you keep using wrong shipping estimations to sell more.

I used to live in Poland, where Zalando works like clockwork — you place an order today and have the item at your doorstep within two days.

After moving to Spain, I expected the same level of service, but unfortunately, that’s not the case. I placed an order two weeks ago and still haven’t received my parcel. According to the Zalando website, the package is "in transit," while the courier's website claims they attempted delivery a week ago — which is simply untrue. Now they have no idea when the parcel will arrive.

There is no real way to reach out to customer support on the Spanish Zalando site — I had to contact Zalando Poland just to get any help with my Spanish order. The whole situation feels like a scam, which is echoed by the many negative reviews I’ve read online.

At this point, the only option seems to be requesting a refund through my bank, since Zalando Spain is completely unresponsive.

Are you guys serious with the service like this? How do you even exist these days? My order is lost and when I try to resolve it in the chat, the guy just closes the chat without looking at the issue. Shocked

I didn't buy from Zalando, a company that rips you off. I returned some shoes, sent proof from the shipping company, which stated the weight and volume of the product, and I'm still waiting for a refund. They give you a maximum of 14 days, and I've been waiting for 26 days. They've kept the shoes and the money, the scoundrels. And their customer service is terrible, disastrous, and appalling. Don't buy from Zalando. 139,99

Celeritas dice que no estas y al final devuelven los pedidos
Llamas y pones queja y pasan
Vergonzoso
No volvere a comprar

They make it impossible to get a refund
Sent 50 emails. They keep sending me a legal form to sign then say it's not filled out right, I do the correction and they then say something else is missing.

Worst experience ordering from an online store

1. Two orders ad different times didn't arrive on time.
2. The support service, instead of helping and solving the problem, literally "supports" you, saying that they will take action and contact the transport company to send it, ultimately there is no real communication with the courier service representatives, no one helps and does not really work to help you pick up your parcel.
3. The courier service doesn't respond to emails, doesn't have a working phone number or contact with a manager in a messenger - you literally wait for some news, because it is impossible to contact some, and others do not want / have no way to help you.
4. They promise to deliver the order, postpone the deadlines, in the end you find out that the goods have gone back.

I am so disappointed with their treatment. I had a bad delivery guy from SEUR, that Zalando work with, who didn't come in with my package and I even ran down the stairs to try and get my package. They told me I declined the package when I did my very best to get it. I called in to Zalando 4 times, where 3 of the times they told me it was still coming, and I received new dates by email, that it would come. Every time it was clear that they hadn't taken my complaint seriously. They didn't want to believe me. After waiting once again I see that they have sent my package back to Zalando.es. Zalando refuse to help me get my own order. They won't help me, so now someone else can buy the clothes I spend a lot of time on getting, that is already out of stock. I'm so disappointed with them and can't continue to buy from them, since I would never receive anything when the delivery guy is still the same one. There is no way to complain anywhere, other than their completely unhelpful costumer support.

ABSOLUTOS ESTAFADORES NUNCA COMPREIS UNA TARJETA REGALO DE ZALANDO ES TA FA DO RES

Zalando is prolly the best online store for fashion and more…. The best thing is their delivery speed. And reliability, as well.
They have an incredible variety of fashion items, so there’s truly something for everyone. Plus, the free delivery is a huge bonus, and I love how easy the returns process is. I've found some really stylish pieces that I absolutely adore. While a few folks mention quality inconsistencies, I personally haven't encountered any issues.
Highly recommend giving them a try, if you havn;t bought anythigt yet from here 😀

THE WORST EXPERIENCE EVER. They are scammers, they keep your returned items without refunding your money. They mix up orders, send wrong items, then they don't care. Their customer service does not exist. It's all generic copy/paste replies, feels like nobody even reads any e-mails.