Zalando Reviews

Name: Zalando
Address: 31 35 Kirby Street, London
Rating: 2.23

2.2 Rating 115 Reviews

30 %

of reviewers recommend Zalando

2.2

Based on 115 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 48%
Accurate And Undamaged Orders	Greater than 82%
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

Write Your review

Tell us how Zalando made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Zalando 1 star review on 24th October 2022

Katya Taryannikova

Zalando 1 star review on 28th November 2021

Happy D

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

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

Helpful Report

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.”

Helpful Report

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...”

Helpful Report

Posted 2 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.”

Helpful Report

Posted 2 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 2 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.”

Helpful Report

Posted 2 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 😀”

Helpful Report

Posted 2 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.”

Helpful Report

Posted 2 years ago

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

Helpful Report

Posted 2 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.”

Helpful Report

Posted 2 years ago

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

Helpful Report

Posted 2 years ago

“Exactly what I ordered they kept me in the loop via emails and delivery 4 days after order at a great price.. Couldn't believe some of these reviews...”

Helpful Report

Posted 2 years ago

“Zalando is great as long as everything works. As soon as something goes wrong it definitely suddenly turns into the worst company in the world. The customer service is below and beyond everything bad you can imagine. They don’t want to answer your questions, help you out with your problem, they just want to go home and stop working. They don’t even listen to what the problem is. I think that Zalando must be a really bad employer since everyone are really rude and don’t really care about it. It always comes from above in these cases at a company. Second of all is that they try everything in their power to rip you off. If a returns goes missing/wrong for example you have to send proof of ID, signature, write a legal form they have and so on… to get your money back. Here the CS won’t help you out either so you need to find this out on your own. A lot of energy and time will be spent on trying to solve the problems yourselves. I am convinced that there are a lot of ppl who doesn’t have the power to do all those things and Zalando gets to meet their money anyways. Total rip off. You eventually get the money back but it will take you a quite while and energy to do so.”

Helpful Report

Posted 2 years ago

“Please read carefully. If you suffer an issue with your order you will be asked for a copy of your ID! Have you ever heard a retailer to make such ridiculous request! Don’t order anything from Zalando please, look somewhere else and spread the word! Order 10504016385403”

Helpful Report

Posted 2 years ago

“The website is super slow and unresponsive”

Helpful Report

Posted 2 years ago

“Absolutely shocking service and customer service , now not even replying .. avoid buy elsewhere”

Helpful Report

Posted 2 years ago

“There is still no signs of my order and no update from Hermes?! Enough is enough! You can send another pair URGENTLY please. We have waited and wasted the last 48 hours on top of previous 4 days of waiting for the supposedly lost driver to do his next day delivery? expecting a delivery THAT HAS CLEARLY BEEN STOLEN by Hermes staff! I wasn't surprised by the lack of professionalism from Hermes, as per usual, this is only another out of time frame delivery, but, I was expecting much better aftercare services from Zalando. YOU HAVE HAD MY PAYMENT FOR OVER 10 DAYS NOW and still showing no signs of urgency?! Not initiated contacted me in one single occasion?! You have my contact details, why am I not getting updated? No option to escalate my enquiry either as staff said we don't transfer calls to managers... I am fed up and feel like I have been scammed! PS: definitely not on the right track to make our world a better place by treating customers with this much disregard and disrespect ! You should focus on customer support and also change courier! The customers are not always right! but you are not even trying!? Many Thanks for such a waste of time and money As you can tell by my review, I have had enough of all this pucking bullock between Zalando and schitty hermes delivery company! There surely is a way to get through to someone who gives a puck to solve this cluster puck of a display you and hermes have been conducting!?? Pucking put me in charge and with Hermes gone, all of this would have been avoided... This wasn't even your fault to start with! You send the order within 24h of me placing the order and now getting a bad name by association with useless funts! (And now showing your true colours through their lack of commitment) Feel free to call me on 017** *** *** or 077** *** *** (preferably landlines as network coverage is not great in our area.) Regards”

Helpful Report

Posted 2 years ago

“"Black friday" the price still the same like it was. Seriously, Guys!? Not even 10%!!!”

Helpful Report

Posted 2 years ago

“I ordered 6 pairs of shoes to try different styles and sizes. Kept 1 and returned 5. Zalando confirmed receipt of the parcel but refunded me for 2 only. When I emailed them asking for money, they are asking me to scan and send my photo ID along with a form. Do retailers have right to the data within photo IDs? I am raising a dispute through my payment provider, reporting zalando to the police for scam and sharing my story online on various platforms to see if anything else can be done to get my money back; is there anything else can be done to correct the retailer misbehaviour?”

Helpful Report

Posted 3 years ago

“Very bad service. I will not buy again from Zalando!!! Pessimo servizio. Effettuo il primo ordine e il pacco non arriva al punto dì ritiro. Mi dicono dì fare un nuovo ordine con prezzi più alti e che mi avrebbero rimborsato la differenza. Dopo il nuovo ordine un operatore dall’Albania (Albi) mi dice che non mi rimborsano la differenza perché secondo loro il prodotto è diverso (stesso modello dì scarpe e stesso numero) inventandosi che uno era da uomo e l’altro era unisex. Dopo varie email mai risposte, faccio reso e non comprerò mai più da Zalando!”

Helpful Report

Posted 3 years ago

Zalando is rated 2.2 based on 115 reviews