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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“Fir the second time I have now returned items and something will go missing from the return .”

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Posted 2 years ago

“I was waiting to receive my order, and today, I received an email saying that I had returned the parcel? How will I return something that I didn't receive? I contacted the chat of Zalando and I was informed that nothing could be done, once they received the return (the parcel that I didn't even received). Order number 18901001067896I.”

Helpful Report

Posted 2 years ago

“Ordered 2x pairs of “Orthopaedic “shoes on 17/ 1 / 2022 . Received numerous txts stating they had been shipped but unable to deliver due to Covid health restrictions.. ( checked site listed and found to be an unsecured site ) . Different contact numbers each time !!! Package arrived today !! Just the cheapest , nasty plastic “ “scandal’s “I’ve ever seen . Absolute rubbish .. no shoebox just thrown in a post bag .. and only I pair .. Still waiting the second pair to arrive .. then I will be requesting a complete refund for these disgraceful items . A complete scam !!!! DO NOT fall for this site . Will be putting in a Scam report .. !!!”

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Posted 2 years ago

“paying method”

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Posted 2 years ago

“Shoes were 3 weeks late. They came without a box, just in a bubble wrap bag. Shoes are plastic, not worth more than a $2 flip flop you would buy in a $2 shop. I paid $60 for this $2 product. Horrible, do not buy anything from this provider, they are a scam!!”

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Posted 2 years ago

“Not sure which country you all are talking about in your reviews, it would be helpful to know, but Zalando in Sweden is really good. I have ordered multiple times and generally never a problem. Once during Covid I had multiple orders in one box and there was some confusion as to which payments went to which order, but the customer service resolved it quickly.”

Helpful Report

Posted 2 years ago

“Make sure you check so that you have gotten your refund. They kept my money in for 1 year and then had an attitude about it once they had to pay it out. They also tried to keep my money hostage through threats. (customer service staff) According to Swedish law, you should also be informed as a customer that you have the right to get your money back within 14 days of returning your purchase, if they fail to return your money you have the right to add interest, which of today is 8% from the National Bank. You should also be informed that after 1 year of a retailer holding in your money, they are considered a bank, which Zalando is not. If a company does not have a bank-license in Sweden, they are not allowed to operate as one, this is illegal, and you can and should report them for this. This company is located in Germany, so make sure you involve the right institute, we have those in Sweden. Companies who break Swedish laws will have their agreements reviewed and in some cases have to pay fines or have their agreements revoked. Regardless if you know if you have gotten your money back or not, it's their job to keep track of refunds, not yours. They are definitely not allowed to hold your money in for any reason, regardless of the reason they come up with. This is also breaking the law, and you can report them for this as well. I also have to add, that some customer service staff are not only incredibly incompetent in the way they interact and ignore big parts of a simple conversation, they also try to punish customers on purpose. Instead of one person actually reading the information and handling your case, you´ll end up getting a new employee each time who is half-reading and going around the problem just to close an email. I also have to add, that they add reminder fees on bills that are already paid, this is another problem, and now that I´m reviewing it, it looks like another form of attempt to punish customers for knowing their rights. I would not have these people as my staff members unless I wanted my company to go under.”

Helpful Report

Posted 2 years ago

“Germany. Out of three items I received 2 and one is missing, it’s Versace chain for 350€ I just received it’s Versace packaging with the tag in it, and chain is missing. Now i reported everything and signed a document and now they are investigating, hopefully this turns out the right way, otherwise I’m taking it further to the police because I’m not paying for something that I don’t have in my hands.”

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Posted 3 years ago

“Categories Blog Rory IE My Reviews My Settings Help LOG OUT For businesses Review of Zalando Rory 2 reviews 1 star: Bad 3 minutes ago Abysmal Service My wife purchased a shirt from this website and the incorrect Shirt arrived. We returned the shirt and the representative gave us a discount code as a gesture of goodwill and to encourage us to purchase the shirt again. We did so and low and behold,the exact same incorrect shirt arrived in!I rang two representatives today and the lack of apology, empathy and general "couldn't care less attitude " was clearly evident. I was told to return to shirt once again in order to get the second refund and the issue may be a description issue online regarding the shirt rather than a warehouse issue. I told them I dont see why I should be inconvenienced again to return the shirt due to their incompetence but it fell on deaf ears. No compensation, no apology and when I told them I was extremely annoyed and will not be purchasing from them again, they didn't seem to care! I even told them I'd write a scathing review(which wouldnt be like me but I was just so angered by their ambivalent attitude) and no reaction from both representatives I spoke to!Hence this reveiw..Disgraceful customer service and I will tell all family and friends of this unpleasant experience.”

Helpful Report

Posted 3 years ago

“The single worst customer service experience I have ever suffered through, placed an order to the wrong address rang up a day later and was told it was cancelled and I would be refunded in two days, after the two days I saw my order didn't update so I rang in again only to be told the order had been delivered and my refund would be held to ransom unless I fill in legal forms after having multiple agents be disgustingly rude to me and having had 80 calls hung up on trying to resolve this issue”

Helpful Report

Posted 3 years ago

“I bought a chain for £75 which wouldn't fit round my wrist never mind my neck. I returned it to zalando using royal mail tracked and signed for delivery. The refund never updated so I contacted zalando several times to which they said they had not received it and so there was nothing they could do. I have contacted royal mail who provided the proof but that isnt good enought for Zalando so I am £75 out of pocket. I will never use them again.”

Helpful Report

Posted 3 years ago

“Late delivery 🤔My order took one week before arrival, I ordered on 9th May and it got delivered on 16th May.. meanwhile the delivery date was supposed to be between 11th-14th May..”

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Posted 3 years ago

“Late deliveries, poor customer service, late refunds, missing delivery update”

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Posted 3 years ago

“I returned two items in one packet but they only confirmed one item recived and send me email they will refund am confused about it and i sent them an email but no response at all i really feel cheated and I just lost my money for nothing I feel like crying right now”

Helpful Report

Posted 3 years ago

“Worst customer experience ever! I order 3 items and non arrived. So I had to complain to the shipping company, who still didn't send me a refund. Then I ordered again, and still noting arrived, even if the app says so. So I wasted my money and time for nothing and customer service cannot help. Worst experience ever, I even paid for Zalando+, that just is worthless. Don't order from them!”

Helpful Report

Posted 3 years ago

“I ordered a DIESEL jersey as a present for my bf for saint valentines. So we have received the same black jersey, but ooooops. It was used! Smelling a detergent. And was by PULL&BEAR but with a diesel label on it. After returning it and explaining the case I was told by Zalando team that it was us who sent them the used item of a brand they don’t work with. I suggested that maybe it was some inner mistake and someone from their stuff changed the items on purpose. But Zalando told me that they trust their stuff. Lol. Never ever ordering again from you, u are trash.”

Helpful Report

Posted 3 years ago

“Zalando is a scam! First they claimed that they have received the items I returned but there was something wrong with my bank details and I have to send them again. Which I did and after some amount of time of not getting the refund I decided to contact them again. Then they claimed that they’ve never received the items and I have to fill some legal form so they can start investigation. After I provided all the documents, including confirmation from Zalando and the carrier company proving that they actually received the items they replied with an email that the refund has been made on the same day. Of course there was no refund. They keep trying to find some excuse why they don’t refund clients. It’s a joke.”

Helpful Report

Posted 3 years ago

“Cancelled my order after sending me a mail that it’s reaching in 1-2 days! Is this website some kind of sick joke ? M pregnant and and I ordered my maternity clothes from you! And there are no stores open so online is only option and oh wow what a great customer service!”

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Posted 3 years ago

“I am very glad to be able to buy so pretty clothes at Zalando with so affordable prices. Since I went up one size for a couple of years ago. I needed and still need to build up a new wardrobe and Zalando make i possible for me. Most of all what I most love about Zalando is that is extremely RELIABLE always credit my account on time concerning my returns. I can really recommend you to others even my son starts shopping at Zalando. Thank you Zalando”

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Posted 3 years ago

“I ordered 2 items from Zalando. After 5 minutes I saw on my Zalando account that one item was removed from my order, but they charged me for 2 items. (They don't even send me email what's going on!!!!) Still I waiting for my money back (now is 1 week) and nothing. Is not my fault they don't have on the stock what I ordered, they should send money right away. I not recommend!!!!!!!!!!”

Helpful Report

Posted 3 years ago

Zalando SE is rated 3.1 based on 206 reviews