Zalando SE Reviews

Name: Zalando SE
Rating: 3.14

3.1 Rating 212 Reviews

55 %

of reviewers recommend Zalando SE

Company Reviews

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Metrics

3.1

Based on 212 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 40%
Accurate And Undamaged Orders	Greater than 89%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Zalando SE 5 star review on 8th April 2025

Jane

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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“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?”

Helpful Report

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

“It's been 3 weeks now since I ordered from zalando. Hermes falsely recorded on two occasions that the item was out for delivery. I am still waiting waiting for the item after it went out for delivery on the third occasion (30/04/2020). All attempts to get a refund from zalando have proved futile. They have asked that I contact hermes who have made it impossible to speak to a human. The Tracking number provided by zalando is not recognised but they won't make any effort to rectify it. Really disappointed in zalando and won't be using them again.”

Helpful Report

Posted 4 years ago

“Website was easy to order off and it came within 5-6 days no problems would recommend.”

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Posted 4 years ago

“Wow, what a great company! First time using them and the delivery was so speedy. Great product. Great recycled packaging. Very happy customer. Thankyou.”

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Posted 5 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 5 years ago

“Complete scam. No one in customer service responds. DO NOT USE THEM”

Helpful Report

Posted 5 years ago

“Never had issues in the past but since 2-3 months ago they have lost 3 parcels in a month. Hermes simply lost them somehow... so I tried to get my last parcel sent to my office instead. Hermes confirmed delivery attaching a picture of the reception...but it wasn’t the reception of my office!Hermes doesn’t have a number for people to call and Zalando doesn’t have their number either. They sent me a form to fill in to get a refund for the lost items - total waste of time and absolutely ridiculous process (it could have been sorted with a call to the courier). They certainly lost a customer today.”

Helpful Report

Posted 5 years ago

“Easy payment and came within the time they said it would!”

Helpful Report

Posted 5 years ago

“I have used Zalando for a very long time and they never disappoint. Any problems I have had are always sorted swiftly and they provide a brilliant selection of products.”

Helpful Report

Posted 5 years ago

“This website is a scam. They sent an article later than advised and they denied they gave wrong information. They are liars. The Customer service is incredibly rude. When I told them I would disclose this info on social media they answered "Ok bye". This dodgy company deserves to go bankrupt, They do not have any idea of what professionalism is”

Helpful Report

Posted 5 years ago

“I am ordering from Zalando for years now, it was my favourite site, but they lost one consumer. I was ordering from Netherlands and Italy. Lately every order I have problems. My order from 3 weeks ago still did not came and there is no answer when I can expect it, and now two news order did not go through so I have to waste my time going to bank account and do it. Also, for one of the order I did not get the notification that the payment did not go through... I do not know what id going on with Zalando.it but I will not order from them anymore... I suggest you to avoid them.”

Helpful Report

Posted 5 years ago

“Not refunding money after 2 months they have received the package back.”

Helpful Report

Posted 5 years ago

“Got an amazing shirt delivered early . Thank you . Happy Xmas”

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

“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! Tried to leave a negative review on there website - page wasn't available to leave a review - GREAT SETTING!”

Helpful Report

Posted 5 years ago

Zalando SE is rated 3.1 based on 212 reviews