Zalando Reviews 

Zalando SPAIN. Refunds take too long compared with other online retailers. It can take up to a month until you receive your refund. Item arrives to its destination in 5 days max. and then Zalando takes ages to make the actual refund. Something has to change.

Avoid using this company. Appalling customer service who cancel chats with no resolution. Also, no complaints email address which is odd?

I am waiting on an item since November. Zalando informed me that the parcel will be delivered on a specific date and time and it still not arrived 4 days later.

I had to click one star to be able to review - but I wouldn’t even give 1.
Terrible customer service, extremely hard to contact. I never received my order as the transport company wouldn’t take it to the collection point I requested so the packet was quickly sent back to Zalando before I could even try to find where it was. The transport company were impossible to contact a human being, no email, their ‘chat bot’ not working … all links on their page took me in circles … Zalando were not easy to contact directly either … do all these companies hide themselves?!
Now Zalando will not refund my money for 14 days regardless of the fact I never even received the package, they then told me I can go to their webpage and reorder as they can’t resend the original package - so when I look one item has increased in price by 14€, another by 11€ and the third item in not in stock now! But, they expected me to reorder and pay even more money and still wait for a refund! When I continued to complain they told me to read their terms and conditions!! Terrible customer service and business operation, they simply don’t care about their customers at all. It feels like a scam with the products now being more expensive. I won’t ever use this awful company again or the company they are using for transportation.
Shocking! Shocking! Shocking! Avoid!

Mala atencion post compra, actitud prepotente por chat.

I made an order very recently, it said it was delivered when it wasn't. I contacted Zalando's customer service who told me to deal with it with the local post and they have to take care of it. Despite my efforts to explain them the problem and that the local courier couldn't do anything as Zalando had to take care of it, they rudely ignored me and I am left with no information neither resources to get my order delivered neither tracked.

Never received my order but Zalando claims it´s delivered. Nonetheless they can't show any proof of that. To the contrary, the proof of delivery has empty fields for name and signature of reception. So far Zalando doesn´t do anything: doesn't send replacement nor returns my money. Customer service just sends standard email templates, and even worse: sending the exact same message again. No goods no money. Total scam.

Items as described and great service

Ordered Aldo sandals, delivery was quick, quality was good. I did contact customer service with a query and they were quick to respond and resolve my query. I will use them again.

I don't think Zalando deserves this poor grade as they have here, but some of their products and advertising in general is a bit off-putting. I've often received products that feel like they've been slightly used or just minor defects, like they get hold of outlet products from time to time.

I recently ordered a pair of Reef flip flops and the only reason I chose Zalando over Reef's own website was because the free return policy of Zalando. The sandals had a "Made in Brazil" stamp on them which is clearly visible in the photos, but the product I was made in China. It's not a huge deal but I'd have preferred Brazilian made ones.

I also bought a pair of boat shoes on sale for a really good price but they were too big (even though the description recommended a size bigger). Anyway, I returned the shoes and wanted to get the same colour in another size but the price was no longer cheap and I'd have to pay the original price. It's strange to me that you cannot change size for the same price but I guess that's the way they prefer.

Zalando stocks a great amount of brands and the delivery + return are free of charge which is amazing. Their delivery company has been terrible at times but lately I've had no bad experience at all.

Zalando is one of my favourite shops. I have been buying on Zalando for 8 years now (Netherlands, Italy) and everything was great. But in Spain! OMG!!! The delivery lasts for weeks, they use celeritas and seur - the worst of the worst! In Netherlands and Italy delivery comes within a week or sometimes few days which is as important as the clothes that I am buying. If I have to wait for weeks for a delivery then - no, thank you. Your service in Spain is so bad that it is better to stop selling in this country than to tarnish your reputation... This is your (Zalando's) responsibility to ensure good quality service from sales to delivery and more!

I ordered a Versace top and Steve Madden shoes. My top was perfect but I chose a wrong shoe size and had to send them back. Overall everything was great, I just had to wait for my shoes refund for a couple of weeks

Worst shopping experience ever.
Had to wait for 2 weeks for a simple jumper and finally discovered out my item was apparently delivered to the wrong person. The ZALANDO customer service just doesn't care and sent me the label from Celeritas with a FAKE SIGNATURE, or at least not mine at all, keeping speak to me in Spanish whereas they know I don't speak spanish.
I've ordered for many many years in France and I've never faced such an issue. SUCH A WASTE OF TIME AND SO MUCH FRUSTRATION

I am very satisfied with the return service and the company recover the money on time.

Trato de atencion al cliente no pudo ser peor. No respetan su palabra. Si te equivocaste de talla te jodes. Una vergüenza

I should have read the reviews about Zalando. What a disappointment. I made a generous order and one of the items was too big for me and as I bought it with a discount, I contacted customer service to see if I could exchange it for the same price. First I tried using the chatbox twice, each time a different agent told me a different thing. First yes, then no, and both of them closed the chat before I was done speaking. Then I sent them an email, and the answer was confusing and incorrect. And now, I just got off the phone with a really rude agent who questioned my reasons for changing the order and then had me on hold for 20 minutes to say he wasn’t going to help me.
Never ever again. I’m telling everyone I can on social media.

Worst customer experience ever. Placed an order, paid and confirmed. After 2 weeks has not even been shipped and just after i got in touch with them they told me that "for a logistic issue" is not going to be shipped. I'm still waiting for refund and no one is giving me explanation. Time wasted, very frustrating.

Package was not delivered while they say it wasn't! I just got a template email stating my package was delivered in combination with a falsified autograph! They don't take any responsibility!

Zalando.es is the worst website of this kind, using the worst courrier service in Spain.
They are used to the bad feedback too much to even give a damn.
If you order an item and it fits you you’re lucky, but if you need to return something, get ready for your patience to be stretched really far. They will never pick up your return package, putting in the system you’re not home each time, the pick up points will not accept your return saying the Celeritas system is down and not working & Zalando just replying to you with silly emails asking you to have patience & drive to pick up points endlessly, A JOKE!

11/12/2019

On the 25th of October I made an order with number 11404016524021. On the 30th of October I have returned all the items from the same order except the item with serial number MA321N06Q-K11. The return package included also the item from the order 11404016167462, with serial number TP721E0P6-Q11. According to the Celeritas tracking system, the package was received in the warehouse on 4th of November.

Since then, I have been sending numerous emails ( 14/11, 25/11, 27/11. 30/11, 04/12, 07/12, 09/12) without being given the answer why am I not being refunded for the items. All I am getting are generic emails: 'Thank you for your patience, we need more time until we refund you the money', etc.

I do understand that sometimes more time is needed to receive the goods, but the package was received on 4th of November, more than a month ago ( Celeritas tracking reference - 663752716). I would not be stressing so much if the amount wasn't quite big, to be exact - 831,62 EUR, or if you they would just give me the satisfactory answer instead of a)sending me generic answers b)not giving any answer at all.

Reply from ZALANDO UK

We are very sorry that you had an issue with your return, We always aim to process the refunds within 14 days of received. if there is any issue it might take just a bit longer while we investigate.I see that you have already contacted our Spanish team about it, if you have further question they will be happy to clear it for you.

31/12/2019

Two months later, still no reply from anybody and money not refunded. Not even an answer on how to file a complaint.

Reply from ZALANDO UK

I am sorry to hear that you haven't heard from anyone yet, this is not what we want your experience with us to be like. You can also email us your feedback from our website so we can investigate and take further actions.

Today

After numerous calls and unanswered emails - I am still not getting back my REFUND for items that have been delivered to the Warehouse on 4th of November. We are talking about almost 900,00 EUR that Zalando is not refunding for returned items.

The only reply I am getting is response on these reviews and the instructions I am getting is to write trough their WEBSITE. The same goes when I call them directly.

So I write another email trough the WEBSITE, again and again - and not getting any answer. This is starting to look like a FRAUD.
The package was returned, and received in warehouse, I have a clear proof of that. But the money is still not refunded.

Not really sure what to say or think, but I will keep calling every day until I get my money back. And I will also take this further if necessary.

I ordered and paid on November 11th 2019 and today November 26th I haven’t received my order yet , that’s a joke more than 2 weeks to deliver something , customer service in Spain don’t give any solution and Celeritas the courier used by zalando in Spain is the worst courier , no phone number to contact them , they neither contact the customer by phone , they send you an email saying they will deliver the next working day and it never happens , I’m really angry and disappointed with this service , I don’t recommend Zalando.es at all ,please avoid buying here if you don’t want to have a bad experience , I hope my review helps other to make a decision regarding this company . I hope also to receive some day my parcel or my refund .

They're running a scam. They say they will refund your money, but they don't. I am not talking about the international Zalando, but about Zalando.es specifically. Everytime you call them, they lie that they will refund it but never do.