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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“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 4 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 4 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 4 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

“I was happy with my purchase on this page. I ordered 2 pairs of boots, were too big and returned them, got my refunds no problem, and then ordered the third pair and was very happy with them. I have read some negative comments here, but my experience was very good.”

Helpful Report

Posted 4 years ago

“Before I placed my order i have read many negative reviews about Zalando. However, I decided to make my order “Lacoste T-shirt “ and it was great 👍🏻 !! my order has arrived on time just within 2 working days in a good condition. Also all the return information has included. So i did understated why some people give a bad reviews!!”

Helpful Report

Posted 5 years ago

“Useless, parcel not arrived after 8 days. They use Hermes for delivery....Zalando can only contact them by email and you can't speak to anyone at hermes. Everything is automated and so is the online chat. So where is it??? I don't know and Zalando don't know either! When you call them, its like talking to a wall.”

Helpful Report

Posted 5 years ago

“Didn’t receive my order and even though I had confirmation from Hermes that it was their drivers fault. Zalando still haven’t refunded me! I will never shop with them again. They are a bunch of scammers.”

Helpful Report

Posted 5 years ago

“Item never arrived, customer service non-existent. They r Liars who tried to fob me off”

Helpful Report

Posted 5 years ago

“I made an order with Zalanado and i am still yet to receive my package. I am honestly very disappointed with the customer feedback I have received!!! I am never buying anything from there again”

Helpful Report

Posted 5 years ago

“Awful. Supposedly I signed for a delivery that never arrived at my office (where a concierge man's the front desk 24/7). Even though Hermes' parcel tracking says that the delivery attempt failed, Zalando refuse to to refund me although the delivery is already more than a week overdue. Their customer support keep on saying they'll get back to me, but after ten days of chasing I still haven't heard from them. Probably the worst online experience I've ever had.”

Helpful Report

Posted 5 years ago

“It’s have bought sliders which still waiting for over due by 2days returned a pair of shoes which still waiting on them to receive on trace it shows on its way it’s been a week On it’s way. When I returned the shoes, I returned other items to other shops which now i’ve even received my refund.... not impressed at all called to talk to customer service the lady on the phone was just rude”

Helpful Report

Posted 5 years ago

“They just refuse to refund Despite being a regular/loyal client of them Zalando simply refuses to refund my order. They sent me huge sizing, noted return pickup already 4 times, no one is appearing. I am not in a position to go and drop the parcel, since had to sent it to my cousin in UK (They accept UK returns only what a surprise :) ) who is a student and nearest drop off point is far far away from him. Hermes courier did not appear 4 times and they simply do not care, doing everything to prevent the refund. I will contact my bank and apply for a chargeback. That is the only option they left me Despite that, their customer service guys are terrible, rude and not client friendly. Great way to treat a loyal customer guys!”

Helpful Report

Posted 5 years ago

“Returns department failed!!! Returns department failed!!!! Unprofessional team, they lost my return, refund not been issued for 4 weeks. I sent emails, they asked to fill our a form. Day after they didn't like me writing a comment on the form and asked for refill. After filling form as requested apparently I haven't written codes of there items. Clearly stated my order number, which list all items ordered. After 4 weeks, especially towards Christmas I want my money back!”

Helpful Report

Posted 5 years ago

“great store bought two pairs of shoes that are not fake and a quick delivery also very cheap prices.”

Helpful Report

Posted 5 years ago

Zalando is rated 2.2 based on 123 reviews