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

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

“Awful customer service!!! I ordered £200 worth of products. When the parcel arrived it was clear it hadn’t been sealed properly, due to this the bag worth £70 I had ordered was missing. On top of that the £80 trainers were sent in the wrong size. I eventually got a refund for the bag after filling in a form. When I sent the trainers and a pair of jeans I’d ordered back I received an email stating they won’t refund due to receiving an ASOS dress and Primark trainers back. Regardless of my concern they refuse to refund me and listen to what has clearly been a break of trust in their warehouse staff. I wonder how many other customers have experienced the same issue!!!!”

Helpful Report

Posted 3 years ago

“A hideous experience, ordered 3 dresses, filled in the online info to return 3 dresses. Sent the 3 dresses via Hermes and was only credited for 2. Rang to speak to customer services and told to send Hermes receipt and fill in a legal disclosure form. Having then returned these documents I’m told I need to send photographic ID. with an expiry date. Passport, ID card or Driving licence, non of which I have. Then told if I don’t have these documents I can’t have a refund, many emails and calls later I still haven’t received a refund. To add insult to injury they sent an email to say the dress I liked is now back in stock in my size!!!!!!!! It was completely sold out, SOMEONE MUST HAVE RETURNED IT.”

Helpful Report

Posted 3 years ago

“Fantastic service - my order was delivered 3 days later Highly recommend”

Helpful Report

Posted 3 years ago

“Excellent”

Helpful Report

Posted 3 years ago

“A terrible service and then very unhelpful. We ordered a tracksuit for my son. it said 2-4 days and yet 2 weeks later we have heard nothing ! So I checked and it seems they returned our parcel. Okay, so far maybe it could be down to the courier but then when I emailed them we just get an reply saying there was a problem and they can't resend it. So I contact customer service and basically it seems like they never had the items and just made excuses. Terrible all round. Do not recommend at all”

Helpful Report

Posted 3 years ago

“Will take your money but not deliver your order Really disappointed with Zalando, and would advise shopping elsewhere! I placed an order on the 14th March and on the 16th March received an email to say it was on its way. Today (29th March) I followed up with zalando because I still haven’t received my order and to my shock I was told I will not be receiving my order! I find it very concerning that they took my money, failed to deliver and the only reason I got a refund was because I contacted them! Seems they were aware of the error but didn’t inform me until I asked. Recommend shopping elsewhere. I’ve been back on and can see both items are still in stock in the right size which makes me think it’s a complete scam because otherwise they would have sent my order to me instead of just refunding which was their default!”

Helpful Report

Posted 3 years ago

“I have been using Zalando for a year now and all my deliveries have arrived on time. Generally i think they have a good range of clothes, and they appear to be totally genuine (big brand names) looking at the stitch work etc. 2 problems i have had with them. 1. Hugo boss shoes arrived in a brown box, got through to their customer services to be told the original box was damaged and that their selling the shoes not the box. I laughed and just hung up and returned them hassle free (collected by Hermes). 2. Deliveries take on avg 5-9 days from ordering even if you pay for next day (i don't get that!?!?!) but if you set your mind when purchasing knowing it’ll be a little wait, it’s not the biggest of issues waiting a week for a bunch of clothes you didn’t have to hit the high street for, shuffling shelves and rails. Will continue to use Zalando.”

Helpful Report

Posted 3 years ago

“Appalling service. Ordered from Zalando in December and items not even dispatched by 15th January, while ordered direct from the brand they were delivered within 4 days. Customer service refuse to cancel the order and have been incredibly unhelpful. Do not order from here.”

Helpful Report

Posted 3 years ago

“I ordered two watches off zalando when I opened the parcel there were two boxes inside one box containing a watch and the other empty I contacted zalando and asked them for a refund or send me the watch I paid for they told me there is nothing they can do and I should file a police report worst online shopping experience ever i contacted the European consumer rights and told them what zalando said and they were as shock as I was they said that zalando have breached the consumer protection act and they will be contacting them.”

Helpful Report

Posted 3 years ago

“I ordered two watches off zalando when I opened the parcel there were two boxes inside one box containing a watch and the other empty I contacted zalando and asked them for a refund or sent me the watch i paid for they told me there is nothing they can do and I should file a police report I am so annoyed with zalando they basically sold me an empty box for €265 worst online shopping experience ever ill never buy from them again i contacted the European consumer rights to deal with them and get refunded.”

Helpful Report

Posted 3 years ago

“Made a purchase in December 2020, order arrived with the packaging all damaged, made a complain by emailing them, they never made a follow up at the end, had to call them at last, they said there’s nothings they can do, would expect at least a gift voucher or discount on next shop. It was supposed to be a Christmas gift to someone, not happy at all.”

Helpful Report

Posted 3 years ago

“Failed to send item, claimed lost in transit however tracking shows not even received by Hermes. Asked for a refund straight away got told I would have to wait 5 days . Terrible customer service. Will not use again.”

Helpful Report

Posted 3 years ago

“Exceptionally disingenuous return policy! 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!”

Helpful Report

Posted 3 years ago

“AVOID, at all cost! I ordered through zalando a couple of items as they had a sale on and prices seemed reasonable. But what I did not expect was that only half of my order would come to me and the other not be shipped. Initially it was shipped as two different packages, one from Hugo boss which came in timely fashion with all products in it. The second came from a zalando warehouse and only contained two of the five items I was meant to receive. After raising this dispute with their team I was informed to sign legal document as well as send over my ID, which was unusual but I complied in order to get this sorted promptly. After they finished their investigation, which was a short one, they concluded that their warehouse confirmed they shipped it. Which sounds ridiculous as they package only had two items and no way of knowing if any human errors could have occurred on their behalf. Also another ridiculous point they made was I should have shown the courier what was inside the box as prove, but how should someone expect to be ripped off by a major retailer. They said they could not offer me a refund and I should report this to the police as it’s a case of theft. I paid for the items and I should receive it, it is not my responsibility to chase this up with other authorities especially when the fault was not mine. I strongly urge that if you’re reading this, do not order from zalando as they would do all they can not to provide you with the right service &compensation. I will not be ordering from this company again.”

Helpful Report

Posted 3 years ago

“I have been waiting for my refund more than 3weeks now contacted customer service useless giving me silly excuses technical error. Zalando customer care is zero they don’t care. I don’t contact them any longer because it’s pointless if they really want to refund my they should have done by now so now I contact my bank to get my money back as Zalando holding my money illegally. And I will pass this to trading standards and ombudsman to do something about it. People who still continue to shop with Zalando my advice is don’t waste your money you better off buying from the Nike , Adidas and all the big brand from there online site where you get 60% discount products and refund within two days plus peace of mind knowing you getting genuine products unlike Zalando counterfeit products.”

Helpful Report

Posted 4 years ago

“bad and amateurish webshop. Bought 3 pants, 1 of which was the wrong item (no issues here, errors happen) I sent the item back the same day and asked if I could re-order the same item for the same price. Coincidentally that day the pants with that article number disappeared from the webshop, I could not get a discount on the exact same pants but with a different article number and besides refunding me, they told me they couldn't do anything more then that. Now I can pay 50 euros more for the same pants because the article number is different. Also, the previous order was lost completely. (also refunded but very amateurish). This was the last time I ordered from zalando.”

Helpful Report

Posted 4 years ago

“I'm a pretty regular user (having switched from ASOS and Farfetch) and have never had a problem with Zalando once. They have a massive range of brands and delivery is super fast, always consistent. I find the website far easier and nicer to use than ASOS, and the returns process is definitely less convoluted. They also stock better quality products than most of their competitors; IMO the choice on Zalando is far better generally.”

Helpful Report

Posted 4 years ago

“Have returned some items a month ago, still haven't received my money back. Customer support say they have tried to make a return 2 times already, but "it didn't work". No reasoning, no help. Only told that they'll try again and I need to wait for another 2 weeks, and it doesn't work again, they "will see what they can do". Awful experience!”

Helpful Report

Posted 4 years ago

“I do not usually write reviews but after reading all the negative reviews I thought I would. I placed an order for shoes with much trepidation, the price was excellent so I thought if I use Paypal I'll have something to fall back on. There was no need. I placed the order, recieved an email confirmation immediately and received the shoes 4 days later via Hermes. The shoes did not fit so I returned them with a freepost label enclosed in the delivery box. Extremely easy, not even a printer needed. I re-ordered another size and have just received the shoes after 3 days, I can only think that after all the negative reviews Zalando have got their act together. I would definitely use them again.”

Helpful Report

Posted 4 years ago

“The website has very good prices, good quality and the sale and after-sales service is the best of all online clothing stores. 100 days of return, shipping and return very fast and free, the sticker comes in the same package and they always comply with the guarantee of the products offering the best solution for the customer if you have any problem.”

Helpful Report

Posted 4 years ago

Zalando is rated 2.2 based on 115 reviews