Zalando SE Reviews

Name: Zalando SE
Rating: 3.14

3.1 Rating 212 Reviews

55 %

of reviewers recommend Zalando SE

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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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“Never use Zalando! They have never returned money for the returned item and I have been trying to solve it with their Customer Support for 2 months. Zalando was lying to me that money was sent but my bank never received them. Moreover, they could not even send me the confirmation of payments saying that "Unfortunately, we are not able to provide any official document with confirmation of payment." Which does make it very suspicious!. They do not even try to understand the customer when such problems happen. I wish Zalando would have better Customer Service.”

Helpful Report

Posted 5 years ago

“I order from Zalando at least twice each month, but this time is the last. I ordered a pair of shoes which they shipped with UPS via Adidas. for some reasons they where not able to explain the delivery address UPS recieved was not complete (Zalando's fault) I called two weeks ago asking where my shoes where and they told me I have to contat UPS... Wait, I ordedred via Zalando! and second I was not notified by anyone about the missing address. According to "customer service" I had to find this out myself...A JOKE! I called again today, and they never nmotified UPS, so now the shippment is going back to the storage... I am aware of the massive problems Zalando is facing, and the poor customer service they have, but this is the last time I will use them. Ciao”

Helpful Report

Posted 5 years ago

“In more than one case, they failed to return the money back for refunds. They claim to have returned the money, but it didn’t arrive, and they could not provide any proof that they deposited the money in my account. They promised to provide an ARN number, but never fulfilled their promise and stopped responding to my emails! I’m toltally disappointed in Zalando Sweden!”

Helpful Report

Posted 5 years ago

“I returned a product, and i never got my money back. They are not even responding to my emails. This is theft!”

Helpful Report

Posted 5 years ago

“on my order box there were two names, and in the shop they demanded both to be there, zalando tolled me they will look in to it and now I have to wait for a few weeks to see if I can get my order. never again”

Helpful Report

Posted 5 years ago

“Don't do it. You'll regret it if you need to return. No exchanges in 2019, a joke. Time consuming returns.”

Helpful Report

Posted 5 years ago

“Made a return, got an email confirmation that my return had been received but never got my money back. When I called in to Zalando tell them this, they said I need to send a stamped confirmation from by bank that the return had not been received on my account. Called the bank and they said they charge 20 EU for such. Ultimately had to pay 20 EU for Zalando's misstake. Very messy, unprofessional, time-consuming and costly return system... This is not a serious company, shame on you.”

Helpful Report

Posted 5 years ago

“Cancelled 2 orders after I paid express delivery on both items. Waited in all to day to then receive an email from them saying there might be a delay. Disgusting service will never use again. Avoid!!!!”

Helpful Report

Posted 5 years ago

“It is impossible to contact Zalando the number given is in Germany! Zalando do not reply to emails.”

Helpful Report

Posted 5 years ago

“I ordered some clothes for a holiday I was going on 12 days after my order. Initially I was told my order would arrive 5 days before my holiday at the latest, then that it would be delayed by a day or 2. After hearing nothing I contacted their customer service, and had to go through about 5 different people only to be told they couldn't guarantee that my order would arrive in time. Absolutely useless, horrific communication, customer service and logistics which is a shame because the clothes they stock are good.”

Helpful Report

Posted 5 years ago

“100 day return policy, huge range - sounds great. Unfortunately you have to be ridiculously careful when returning items. The address tags look the same but sometimes they go to Zalando and sometimes to "partners". If you accidentally send any items to the wrong place they will lie about receiving them and try to make you pay for items you do not even have possession of under threat of constant and exorbitant "additional costs". Be warned - this is the kind of online company to avoid.”

Helpful Report

Posted 5 years ago

“I ORDERED A MENS PUMA SHOE. I GOT A WOMENS NIKE !!!! AND I PAID INTERNATIONAL SHIPPING AND CUSTOMS AND WHEN I SENT AN EMAIL TO COMPLAIN THEY OFFERED ME 15% OFF MY NEXT ORDER. SERIOUSLY. ZALANDO IS THE WORST WEBSITE !! THEY DONT CARE ABOUT CUSTOMER SERVICE. JUST USE ANOTHER WEBSITE JUST INCASE SOMETHING GOES WRONG YOU DONT GET SCREWED.”

Helpful Report

Posted 5 years ago

“waited in over 3 months for returns to be collected.still not collected by Hermes.will never use again,very bad experience.”

Helpful Report

Posted 5 years ago

“Teribble customer service. I bought a pair of boots from Tory Burch. I wore them only a few times but they look like I have been wearing them for years. The leather in front part is already damaged badly. When I call called the customer service they told me it is common wear and tear!!!! The guy on the phone was very impolite as well. I should mention that I have been their customer for years but it was the first time I contacted their customer service for help and it was dissapointing.”

Helpful Report

Posted 5 years ago

“I just bought a pair of Versace jeans sneakers from zalandoo and the sneakers I received are NOT GENUINE. It is a cheap interpretation that smells plastic and feels cheap. The day I received the item, the sneakers were by coincidence removed from their site and my ordered items. So I cannot refer to the product on the complaining service. Has anyone experienced the same?”

Helpful Report

Posted 6 years ago

“I've been a loyal customer for years but suddenly, I can't pay them directly, I have to go into my bank and send them money. Takes about a week for it to reach them. Their customer service have no answer to why they suddenly made my customer experience so much worse and redundant other than that it's just going to be like this for me now. I'd much rather shop from ASOS or some other place that isn't going to worsen my experience significantly without any reason whatsoever!”

Helpful Report

Posted 6 years ago

“DO NOT USE Disgusting service From Zalando, paid for items twice, canceled orders without any explanation, promised to priCe match and offer discount, beggars belief cancelled again, NO EXPLANATION”

Helpful Report

Posted 6 years ago

“Zalando used to be a decent place to shop HOWEVER their service has become beyond AWFUL. I placed on order, waited an entire month and i had to email for them to tell me it was lost so i received a refund and they compensated me with 20% off. I understand this happens sometimes so i accepted the refund and the 20% off and placed another order using the 20% off and also another order after that. I WAITED OVER A MONTH, tried phoning twice, sent two emails and there was no response!!! I had to contact them via twitter for them to even acknowledge me, which they then did saying that they ONCE AGAIN LOST BOTH OF MY PARCELS and that i will be refunded and next time i order i get express shipping. I told them that i just used my 20% off code on the order that was lost so would like it back so i can use it and they said they're unable to give it to me even though it was there fault I never received the parcel. I emailed again and asked how this is fair and they said they can't do anything but offer the express shipping. ABSOLUTELY RIDICULOUS. How can a company lose 3 parcels, ignore my emails and phonecalls, not communicate with me that my parcels have been lost and give compensation and then take it back ??? Atleast i was lucky enough to receive a refund unlike a lot of other people! AWFUL COMMUNICATION, AWFUL CUSTOMER SERVICE, AWFUL SHIPPING COURIER - save yourself the frustration and shop elsewhere.”

Helpful Report

Posted 6 years ago

Zalando SE is rated 3.1 based on 212 reviews