Zalando Reviews

Name: Zalando
Address: 31 35 Kirby Street, London
Rating: 2.15

2.2 Rating 123 Reviews

28 %

of reviewers recommend Zalando

2.2

Based on 123 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 44%
Accurate And Undamaged Orders	Greater than 78%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Zalando:

Zalando offers its customers shoes and fashion from 1000 different brands with free shipping online. Zalando provides a complete shopping experience with variety of choices. Our aim is to offer our customers and a huge range of stylish shoes and fashion items with excellent customer service and the advantages of an easy and secure online shopping experience.

Visit Website

Phone:

0800 0280077

Email:

service@zalando.co.uk

Location:

31 35 Kirby Street
London
EC1N 8TE

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Zalando 1 star review on 27th January 2025

Anonymous

Anonymous // 01/01/2019

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“Worst customer service ever!”

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Posted 2 years ago

“Nice trainers, and have also previously bought from zalando, and very happy with the service and products. Thanks”

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Posted 2 years ago

“Waiting for my order for a week now, and there is no sign of it, although it was meant to be delivered in 2-4 days. There is no way to contact them, website says there are no communication methods available. How is this acceptable ? Also, in this day and age there is no option to pay for express delivery. You have to wait ages for your items. Poor service.”

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Posted 2 years ago

“They scam you if you have to return anything basically. I'm pretty shocked at my experience with them. Please guys, avoid.”

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Posted 2 years ago

“Not received items ordered weeks ago. they were a birthday present. Really difficult to contact Zalando. When I got a reply it said they had been delivered on 6 /04/2022 and then this morning they say they've been delivered today been in all morning they haven't been delivered. Will not be shopping with you again as I dont have the time to chase items that haven't arrived!!”

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Posted 2 years ago

“Delighted with my order. Fast delivery, great service.”

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Posted 2 years ago

“Not received refund a week after they 'claim' to have refunded me, and their response was 'go to your bank'... my bank say if its been refunded, it will show as pending on my account but there is nothing there. Rubbish response. I'll be raising a dispute with my bank for the payment if they don't refund in the next day. Not happy.”

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Posted 2 years ago

“They are just blocking money but not delivering anything. I've ordered twice but didn't receive the goods or money back!”

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Posted 2 years ago

“Returned items still not received refund after 17 days customer service is a joke filled there legal forms as requested going to have to go through PayPal absolute joke of a service”

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Posted 2 years ago

“Very poor customer service bought the shoes paid 189.00 when I received look like used. Very disappointed”

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Posted 2 years ago

“Where do I start? They delivered the wrong item and had hermes collect this. I expected the correct item to then be sent. After enquiry they told me had to re-order and pay again for the item I had already paid for. I don't have a habit of sending good money after bad so requested a full refund. They said this would take 14 days and to contact them if not received. Yes you guessed it, no refund after 28 days. I contacted them again and was told they had no record of the incorrectly sent item being returned and requesting I provide evidence. Other than Hermes the carrier collecting the package I have none and they had previously agreed to the refund. I have again requested the refund and angry at the incompetence and time consuming input on my part when dealing with Zalando. I will post further updates.”

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Posted 2 years ago

“Abysmal customer service and outdated website... I was keen on getting an item that was in high demand so I wanted to purchase it quickly. For some reason, there was a glitch on the website that made it impossible to go past the address stage of checkout. I had this item in my basket but they apparently don't offer a 'reserve' function, unlike every other clothing website I've used (for this very reason). Eventually, they got it fixed (after days) and the item was removed from my basket and it was out of stock. During this time, I reported the issue and kept raising the problem of it being out of stock soon but they offered no solution. It felt like I was talking to a brick wall... I've not had that experience with other clothing companies, and it was my first time using Zalango. No more...”

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Posted 3 years ago

“I was scammed by Zalando. As long as you buy and they cash, its all good. Once you need customer services, the problems start. I have purchased a pair of jeans from Boss, but the quality was really bad and they rip off. Zalando promised me a refund. They told me that hey have transfered half of the money and they will transfer the rest after they got the jeans. The money never came. They want me to prove that I dont have the money. My bank confirmed it and I also sent them my monthly transaction. It was not enough, they want a stamp from the bank. The refuse to investigate further. I also got not massage, as I usually do, that they have received the jeans. As I can see it is something that they do on regular bases. Very disappointing and frustrated to be scammed like this.”

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Posted 3 years ago

“Returned my item via Hermes and shared the same experience as many on here. Cocky emails from customer services virtually stating "when you do not receive your refund by 14th Jan then contact us again", no refund and no updates on the system as the the status of my return. Provided evidence of the return but no refund. I will not be using this company again and would not recommend using them under any circumstances”

Helpful Report

Posted 3 years ago

“Terrible dishonest company. Worst customer service i've ever experienced. I purchased a pair of Candice Cooper boots for £194.99 they arrived just fine but I decided not to keep them and returned them a couple of days later. I used their pre-paid returns system through Hermes. I received notification that my return was in their system and i'd be refunded within 14 days. After 14 days there was no refund so I contacted customer services who asked me to provide a photo of the Hermes ticket I was issued when the returned was processed. I did this, then after a bit of back and forth with Customer Services not being able to find my return. They said that the box had arrived at the warehouse empty!! and I had to include the items if I wanted a refund. I was shocked as I absolutely included the boots! They were either lying or this was an issue that had taken place within their return system. I asked them to investigate the matter internally but they point blank refused and said it wasn't possible for an item to be removed from the box. I was a victim of these going missing but they were so unhelpful and accusatory to me that I reported it to the UK police. They had me doubting the Hermes driver but now reading the reviews on here this seems a regular occurrence for this company not to refund and I no longer believe it to be a Hermes issue but rather an internal issue. Either they are completely incompetent or fraudulent but currently they have stolen £194.99 of my money and won't communicate with me through customer services. Shocking, shocking state of affairs that I had to deal with with the police and paypal in the days before Christmas which proved a total drag. I feel like i've been robbed of £194.99. Avoid like the plague! 1 star is too many wish there was a zero option. They need to not be trading if they trade in this corrupt manner.”

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Posted 3 years ago

“Amazing shop fantastic quantity free delivery free returns never had any problems with this company bought from it for year always had great customer service 😀”

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Posted 3 years ago

“Do not use Zalando if you expect to be able to return any items or will ever need any customer service. They refuse refunds for no reason so literally just steal money out of your bank account without even returning the items to you. Customer service is non-existent so really really, whatever you do no NOT use this company. Currently in a dispute and had to get my credit card company involved and it's still dragging on 2 months later. Complete shambles of a company.”

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Posted 3 years ago

“Absolutely shocking company if I could given them a minus I would even 1 is too generous”

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Posted 3 years ago

“Bought a jumper but Hermes lost it. Zalando answered every email and chat and kept me up to date. After signing a form I was refunded. Can’t fault Zalando and if they stop using Hermes I’ll be back.”

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Posted 3 years ago

“Bought a jumper but Hermes lost my parcel I can’t fault Hermes and would buy from them again”

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Posted 3 years ago

Zalando is rated 2.2 based on 123 reviews