Zalando SE Reviews

Name: Zalando SE
Rating: 3.14

3.1 Rating 206 Reviews

55 %

of reviewers recommend Zalando SE

Company Reviews

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Metrics

3.1

Based on 206 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over A Month
On-time Delivery	Greater than 37%
Accurate And Undamaged Orders	Greater than 89%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Zalando SE 1 star review on 13th June 2024

Aleksandra

Zalando SE 1 star review on 3rd January 2024

Zalando SE 5 star review on 6th January 2021

Suzana Hong Roque

Anonymous

Anonymous // 01/01/2019

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“I ordered two watches off zalando when I opened the package I processed to opened the boxes with the watches in them I was absolutely shocked to see that one of the watches was not there”

Helpful Report

Posted 3 years ago

“HEAR IS ABOUT WEEKS NOT DAYS Runnnnnnn of zalando ....so bed experience I order for a week some shoes for a GIFT and I call for explaining me what happened and nothing ... just I need to wait weeks more I think... I want to cancel the order but tell me is not possible now ...just when my package arrives I need to sanding back and my money will be returned in some weeks again.....HERE IS ABOUT WEEKS NOT DAYS ...”

Helpful Report

Posted 4 years ago

“I ordered 12 items from Zalando for Christmas on the 26th of Nov. Thy were sent out in two packages. On the 2nd of Dec I got an email saying 3 of the items where no longer available, whatever it's only 3 but still a bit disappointing. Then on the 8th of Dec I got an email saying all my other items that where in the larger parcel had been returned. I rang customer service and they told me they had an issue with there 3rd party logistics providers in Germany and it had been returned to their warehouse. I went and looked at my items and again another 5(so that's 8 in total) of the 12 we unavailable. I don't think these items where available from day one and their product inventory management system wasn't keeping up with demand and hence I was left in the lurch and they have this excuse regarding the 3rd party logistic provider lined up for the call center staff(what enterprise company in ebusiness cannot handle this in todays age). When I rang customer service today(8th Dec), I was told I could reorder again when stock was in and I had one parcel on the way with one t-shirt....what good is that to me, I ordered well in advance for Christmas and got this service, I've been buying online for years and have never had this happen, if I could give no stars I would. I reside in Ireland and will be plastering this all over social media and local radio as I reside in Cork. The girl in customer service Chloe(an American/Canadian) was dismissive, kept telling me well one's on the way and when I asked to be put through to her manager she said she couldn't do that. Zalando have a great selection of clothes that I would wear but after this experience I wouldn't recommend ordering large amounts from them in one go. I wouldn't order from them again(not that it matters). I worked in ecommerce and have actually targeted them from my previous company, Matt Blomley - Director Logistics Product & Strategy, Sönke Bullerdiek - Head of Business Development & Operations and Carsten Biel - Director Customer Care need to have a long look at the company and actually make some investments instead of being tight with their monies and stop building there own systems or move away from monoliths like SAP.”

Helpful Report

Posted 4 years ago

“Had ordered my shoes on 20th November was waiting till 7th December, as each calls to Customer service kip telling me to wait, today 7th Dec and i had to call again as no shoes, then they told me that my order have bin lost and they will refund me now, hahha waiting 3 weeks for a refund, omg what a service. This was my 1st time with Zalando and never again.”

Helpful Report

Posted 4 years ago

“Run Run Run Run Run Run, they are extorting innocent peoples money. Never had to leave a review, ever,but for Zalando, I decided to so just that. Zero star rating for all I care. My order came with 3 items missing, I was proactive and followed up with Zalando and here's what they had to say - We are sorry you had a few orders missing, unfortunately, this has nothing to do with us and we can issues refunds. Next step I'm taking them to the small claims court. PLEASE IF YOU VALUE YOUR TIME, MONEY STAY FAR AWAY FROM THESE CRIMINALS”

Helpful Report

Posted 4 years ago

“Terrible experience! I ordered during the cyberweek, had multiple items so they split it between two parcels. I was informed on 23/24th of november that my packages will arrive in 3-4 working days. I have called the customer support today and they mentioned they will get back to me. I got back an e-mail where they say that my BOTH PARCELS were lost and that they refunded me. If I want those items again I should re-order them. This is outrageous! Most of the items were on sale up to 75% during the cyberweek and now they request me to re-order everything full price. THIS IS A JOKE! I didn't accept this so I called customer support again and they offered me to get full price difference between the two orders, but guess what NOTHING is in stock anymore! Worst part is the fact that all the items were gifts for my friends and family! Very disappointed, I would never ever recommend ordering from Zalando! SUCH A SHAME!”

Helpful Report

Posted 4 years ago

“Disappointing store cancelled my order without notification. Product was sold to someone else even order was placed.”

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Posted 4 years ago

“Your review counts! You reviewed www.zalando.co.uk Add photo Agnieszka Winkiewicz 1 review 2 stars: Poor Just now Still owed money 6 months after wrong item sent. I have used Zalando a few times before but it always takes a long time for everything to get done. My last order I got sent the wrong size and when I contacted them that i really wanted to have the item and it was on sale when i bought it they told me to just return it and that's it, i wasnt offered to be sent a replacement. The store which is one of the points where you can drop off the package couldn't take the package because their system wasnt working. Eventually i found a place where I could send the package back but i still haven't been returned the money owed me and it's been 6 months. I will definitely not use this website ever again.”

Helpful Report

Posted 4 years ago

“Compré dos pares de Jordans y no recibí ninguno. Uno quedó extraviado y otro lo devolvieron al almacén. Contacté con el soporte de zalando y me dijeron que volviese a pedir las zapatillas (imposible, están fuera de stock siempre) y me dieron un 10% de descuento, que es el mismo que te dan al suscribirte a su newsletter, un timo.”

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Posted 4 years ago

“Very poor . Parcels always going missing. Every time I send a returns I have to call customer services because an item has gone missing. It’s constant hustle. I agree we other Customer comments about Hermes stealing , but I think it must be a zalando problem too. I have cut down on the amount of ordering ( other people I know have stopped ordering from them ) , after today’s unhelpful phone call I will no longer purchase from this company”

Helpful Report

Posted 4 years ago

“Zalando and hermes are a bunch of fraudsters they will not hesitate to Ripe their customers of . hermes delivered my order missing two expensive items and Zalando took my money . Zalando told me they will contact hermes and ask them if they stole the items ! taking the marchandises the stole from peoples to the auction house . I believe that Zalando is hermes partner in crime . SHAME ON YOU ZALANDO and now zalando wouldn't take responsibility for it and wouldn't refund me BUT THE WORST THING IS THAT THE LAW IS PROTECTING THIS BIG THIEF'S EVERY BODY KNOWS HERMES IS STEALING PARCELS AND EVEN BBC MADE A SHOW ABOUT IT AND BBC WATCH DOG FOLLOW THEM TO THE AUCTION HOUSE SELLING PARCELS DISPATCHED 2 DAYS EARLIER . THE POLICE ARE AWARE THE GOVERNMENT ARE AWARE ZALANDO ARE AWARE SO MY CONCLUSIONS IS THAT THEY ARE ALL CRIMINALS AND RESPONSIBLE .”

Helpful Report

Posted 4 years ago

“I will never buy from them again because they work with the SEUR delivery company, the most amateur service ever.So long”

Helpful Report

Posted 4 years ago

“No refund after having an email saying they had received the return that Hermes lost I would get my refund in 2-3 days 9 days later still no refund A month they have had my money Scam site”

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Posted 4 years ago

“I buy from estee lauder. It was double wear foundation. I recuieve complete wrong color to realize they website is no good!!!!!!! I ask to return and no response!!!!!!!! It is no easy to find product on this website!!! Never buy from this website!!!! No good!!!!!”

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Posted 4 years ago

“Serious business !”

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

“Appalling company. They received returned item but have not returned the money. For me that's theft! I have been e-mailing them since 27/05/20 (today is 14/06/20) and have not even received an acknowledgement. I sent them 8 e-mails and nothing. I have also copied in CEOs: Rubin Ritter, Robert Gentz, David Schneider and NOTHING. They are all thieves and the fact that the CEOs can't care less about their customers says everything you need to know about the culture in this company. DO NOT BUY ON ZALANDO!”

Helpful Report

Posted 4 years ago

“I never received my parcel from Hermes, and I contacted zalando customer service and they told me there is nothing they can do about it. It’s very shocking that this company just took the money and left the customer without the product? Is it even legal?”

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Posted 4 years ago

“I got my item in 6 working days and return label was inside my box, which is really helpful if you can't print them yourself. Didn't need to return item coz I liked it. All together happy with my purchase.”

Helpful Report

Posted 4 years ago

“Very very disappointed with my experience with Zalando. I purchased £120 worth of clothing items, around 10 items. The order was made on the 2nd May. It's now the 12th of May and there has been zero notifications of the order whatsoever. After having to call up and also call Hermes it seems the package was sent back to Zalando (saying that I had canceled the item and sent back). I did not cancel the order whatsoever. Zalando customer service seemed to be pretty disinterested and now I have to wait for roughly 5 days for a refund. So, a complete waste of time! In all, I have have wasted 17 days, no clothes, pathetic service. I'd recommend to shop elsewhere.”

Helpful Report

Posted 4 years ago

Zalando SE is rated 3.1 based on 206 reviews