Zalando Reviews

Ordered nike trainers I wanted that I couldn't find in my size on any other website , ordered them Friday afternoon and they were delivered Monday morning. Perfect fit and lovely quick delivery . I was dubious as had read a few bad reviews but Highly recommend. Would definitely order from them again

Terrible service.
I would prefer not to give this company any stars.
I placed an order for the first time that said it would take 3-5 days for delivery. Over a week later I get an email saying it has a short delay however will be with me soon.
Another 10 days later still nothing no tracking so I email them to ask how much longer this will take the next morning. I receive a refund. At this point I call them and the say well the parcel is missing so if I want it I need to order again.! I asked to make an official complaint they say well we can feed this back but you will not get a response. And had a horrible attitude of not caring at all about keeping a first time customer it’s missing that’s that see ya type attitude. So I would be very weary of ordering from this company because they do not have a nice attitude or care for customers at all. I have waited for this summer jacket that should have arrived a few weeks ago and now have received a refund. Obviously I will not be using this company again. I have considered ordering from them before and have never been sure however I decided to go for it and what a waste of time that was. Poor service and no care for customers at all.

Absolutely awful service. Do not rely on delivery dates given when ordering products. No contact to warn you about problems. No real understanding by company that this could cause problems. Literally do not use unless you don’t mind when good arrive.

Absolutely love this website, fast shipping, great deals and huge variety. ????????????????????????

Can be100% trusted.i bought two runners from this website,they arrived within a week.I had an issue with my email address,it was my fault as result of my typo,it was resolved immediately.

As with most other reviewers I would like to give this company 0 stars as they do not deserve 1 star. I purchased an item on the 19th February and have still not received the item despite contacting the company on several occasions and being assured the item “will arrive in a few days”. Today I have been asked to wait another 5 days due to “brexit related disruption”. I have asked for a complaints contact number or email but of course they do not have this. I would need to “use our contact form to request to escalate but we are not able to guarantee a call or email from our management”. I will not purchase from them again.
As of the 16th February I have just been told I will not get a refund until the parcel arrives and then I have to refuse the parcel!!! The parcel is still not on its way so how long do I have to wait to get my money! This company is keeping my money without providing me my product and after a month I’m sick to my back teeth. DO NOT BUY FROM THIS COMPANY AS THEY ARE SECOND RATE.

Very bad customer service. It took ages to get back to me. I've been waiting for my order since one month. It was a gift for my partners birthday. I've received an email saying that finally it was supposed to arrive last Thursday but of course it didn't! I'm still waiting... At least when people order from zalando they should know in advance that there are such a long delays so I could have made an order from a different website. Very disappointing. This was the last time that I've ordered from zalando and under armour.

I have purchased from Zalando twice now. My initial purchase was slow taking seven working days to reach me.

My second order, really show the quality of the online retailer. Whilst their prices are competitive and based on my first order the merchandise is of reasonable quality The same can not be said for their service and customer service.

In relation to my second order I believe that I have been told lies. To what end, I do not know as I would have been more understanding if I had been told the truth.

I placed my order on the 26th January. I received an email from Zalando on the 28th advising my order had been shipped and would arrive between 2 - 4 working days. When had still not arrive on the 3rd February. I contacted Zalando customer service by their chat help. As it was 17:20 they had a fair point that the working day had not yet concluded, although I have never received a USP parcel after 16:00.

They provided me a link as the tracking button on my order page was broken and brought up an error message. Following the link to UPS's tracking site, it showed a label had been created on the 29th Jan. I used text help again on the 4th and with UPS tracking still showing label printed in Germany and shipped - delivery both blank, I was concerned.

The customer advisor on text chat told me that the delay was due to Brexit and she would contact UPS and email me. Midday on the 5th with no change to the UPS tracking and no email from Zalando. I called customer service, a rather curt woman with a Dutch accent, told me that her colleague had emailed UPS but had not received a response. Having contacted UPS UK earlier that day, they were not able to give me specifics about the package, as I am not their customer. They did tell me that the term label printed usually means that they are still waiting to receive the parcel from their customer.

I challenged the customer advisor with the information from UPS and why would Brexit stop you giving or having UPS collect the my order? She got quite aggressive, probably being found out in the lie. She said I would have to wait for the email, which would update me on the situation.

Over three hours later on the 5th, I did receive an email. I responded that as the item had not yet left, please cancel my order and provide full refund (in truth I still wanted my order but willing to cut off my nose to spite my face, as I object to being lied to). Late on the 5th my refund request was rejected, the reason given was another lie. I will copy the email texts below.

The UPS tracking page still shows that my parcel has not been shipped so will likely not arrive within the few days stated on the email (working days or not). Also if UPS have still not received it (and I checked with UPS again they do update their systems on Saturdays, if there has been a change). The response to my refund, as they have not yet passed the package to UPS, why do I have to wait for UPS to deliver it? As they still have the item, surely they can cancel the order!

Of course there maybe a reasonable explanation why the information they are giving me does not tally with the info from UPS. In which case I apologise for branding them liars. However as the emails show they have not provided any detail other than to blame Brexit. I am very curious why Brexit would delay a German warehouse/stock centre from giving UPS Germany the parcel.

Hi Daren,

Thanks for getting in touch.

Due to Brexit your order has been dispatched with delay; we apologize for the inconvenience. We are shipping all the order as soon as possible and will be out for deliver in few working days.

The tracking will show movements once scanned by the courier.

If there are any problem, please do not hesitate to contact us.

We apologize for the delay.

If there is anything else I can help you with then just let me know.

Have a great week!

User-added image

Marcelo Rodrigues

Hi Daren,

Thanks for getting in touch.

Unfortunately, I am not able to cancel the order and refund you. We need to wait for UPS to deliver it.

If there is anything else I can help you with then just let me know.

Have a great evening!

Angelica Urban

Horrible customer service and delivery, the item I ordered never arrived, they don't even wanna re-send the item (a pair socks) or give a refund, they claim they need to do a very long investigation and gave me to fill papers, what kind of customer service is that???? NEVER AGAIN

Terrible service. Ordered an item, a Christmas gift purchased on Black Friday.it didn’t arrive. Waited two weeks and finally called them to find out where it was. They told us the package was lost by the courier and they would not send out another item, we could have a refund in 5 days. We asked to speak to a manager but were told the Manager doesn’t speak to customers! Avoid this company, terrible service and feels like a scam. Really disappointed and now trying to find a replacement item somewhere else.

I received a pair of shoes, which were far too big. The sizing was ridiculously inaccurate. So, I decided to return them and I processed my return online.

Zolando's return policy is completely misleading. I only use the company because of the option to have returned goods collected from my address. When I tried to select this option, no dates at all were available for pick-up. That's completely dishonest. Considering that goods can be returned within 100 days, Zolando cannot seriously tell me that my return parcel cannot be collected at anytime over the next two months! If the collection service is no-longer available, why not make it clear on the site instead of pretending not have pick-up slots available?

And then, I took time off work today to return the parcel to a collection point. I tried to do so at five different outlets in my area, and I live in central London, and none would take Hermès parcels. Considering that these outlets included Tesco and the post office, this is quite unbelievable.

I have know wasted a significant amount of time walking to the four corners of my neighborhood trying to return this parcel, which completely defeats the purpose of online shopping as a convenient and time-saving shopping option.

It would have been quicker and more time-effective to go to a shop, try the right size and purchase the goods in person! Unbelievable! And in the mean time, Zolando still has my money!

Never again!

In response to Zalando's response, you state you do not remove funds from customers bank accounts until shipping has been completed, as the shipping of my items never occurred and you removed the payment from my account for items that had not been shipped then this in my eyes is illegally removing money from my account, you state money is not removed till after shipping, as you took my money and no shipping occurred then other than illegally removing money from my account what else would you call it, your company needs to get a grip, just look at your recent reviews, shocking!! Who would want to do business with your lot, certainly not me.