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

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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

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“Great selection, great prices and fast delivery. Also 80% of the time.is cheaper than asos”

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Posted 5 years ago

“Please beware of this company, they've lost my order and they are so unhelpful on the phone, they won't give me back my money, unless you have money to lose, don't order from this company”

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Posted 5 years ago

“Fast delivery One product was fantastic the other felt cheap and not genuine so sent back free of charge Wonder if all the suppliers are checked for quality and origin”

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Posted 6 years ago

“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.”

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Posted 6 years ago

“No delivery of item”

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Posted 7 years ago

“They have a fabulous service and all their products are priced well. Fabulous range of shoes!”

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Posted 7 years ago

“Emailed me to let me know the shoes I wanted were in stock, fast shipping and great customer service. I ordered the Pier One Casual Lace Ups.”

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Posted 7 years ago

“Great customer service and arranging returns is the easiest thing ever!”

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Posted 7 years ago

“Sometimes you buy stuff online but when it's shipped to you it turns out to be something that is not up to the standard of what you wanted. Zealand's has brought back my confidence with online shopping and I will definitely recommend to a friend.”

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Posted 7 years ago

“Customer service very good, delivery quite quick”

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Posted 7 years ago

“Good prompt service. Return / refunds policy transparent and customer friendly.”

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Posted 7 years ago

“Very quick shipment! you can pay by bill”

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Posted 7 years ago

“This site sells many brands and I found shoes I'd been searching for in a long time , fast delivery , great customer service x”

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Posted 7 years ago

“livraison rapide et rarement de mauvaise surprise”

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Posted 7 years ago

“Son muy profesionales, nunca he tenido ninguna pega.”

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Posted 7 years ago

Zalando is rated 2.2 based on 115 reviews