Started to order from Zalando (about half a dozen or so orders) and things seemed to be bouncing along quite nicely. Some lines are questionable in terms of their quality but the return policy is easy and they credit your account no quibbles; a benefit of dealing with a large organisation some might say. However, it was when I placed a sizeable order (compared to previous order values) Zalando showed the other side to dealing with a big company; nobody demonstrated the ability to make amends when it went wrong. I placed an order and there was a delay. I politely requested an update and the reason for the delay was cited as "we are waiting for part of the order to arrive from another warehouse". Assurance was iterated - via email - that the FULL order 'should' be dispatched in one or two days. On day FOUR the order hadn't made any progress, and no notification of its whereabouts nor reason for the delay (on their own stated lead time). I got in contact again and stated that if I did not see significant progress within 24 hours I would cancel the order. Response was that someone (Natalia) would 'look into it' to see what has happened. Like my order, that feedback didn't materialise. 24 hours later, a notification! My order was "about" to be dispatched (nine days after I placed it!). BUT, there were items missing as they were not in stock. Those items were the ones they were waiting to be transported from 'another' warehouse. Rather than dispatch the order as it became available (or not) the delay was on items they never had; their system clearly showed them as stock and even if the refresh function was a bit slow, stock movement is reliant on availability, so telling me they were waiting from those items to arrive from elsewhere was clearly a misrepresentation of facts. At this point I began to think Zalando had ordered the missing items from Amazon or similar. Despite the notification that the order was about to be dispatched (it either is or it isn't?) three days later, still nothing. I duly contacted Zalando and expressed my disappointment expecting a gesture of goodwill to be forthcoming. I was offered a discount on a FUTURE purchase. After many exchanges and getting nowhere, I requested that the order is canceled and my account terminated. There was absolutely no effort to make amends or pull this faltering situation back to where it should be. The response literally was, 'yeah, OK' and a request would be sent to the courier (Hermes) to return the order. Disgusted with the episode so far, I called and spoke to someone in a final attempt to help them see how badly this had panned out. Mateuzs assured me that he would apply a 15% discount (which, in my opinion was not enough but I accepted it to move things on) and get my order to me as quick as he could push it (bizarrely he couldn't offer me the Next Day delivery option which is a service offered by Zalando). THREE days later, NOTHING. I thought, 'here we go again' as I opened correspondence with SOMEONE ELSE at Zalando... "You sent the order back" they said... um, no I did not! Where was Mateuzs? Why didn't *he* see this through like he promised? To compound the issue, 'Jana' said that the order was back with them (huh?) and she had credited my card, and if I still wanted 'it', I shoud reorder. RE-ORDER? No thanks. Not again. Not ever. A complete and utter failure to amend a diabolical situation created by themselves. I write this review FOUR days short of a MONTH since I placed the order. Catastrophic customer service when it went wrong (but don't mind me, I'm just a customer begging for my order). Never again. Nothing short of a letter from Robert Gentz would make me reconsider.