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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“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

“The have good product line, good delivery and responsive customer service. However on most orders I have had issues with returns. All returned items are not refunded. It is a great inconvenience to be chasing the company, providing evidence and waiting for the refunds. I find this quite discouraging and unethical”

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 5 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 5 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 5 years ago

“Love it!!! Fast shipping, easy returns, competent customer service, and a great selection for tall women ❤️ J’adore Zalando, my only wish is that the app was available in Germany.”

Helpful Report

Posted 5 years ago

“موقع متميز سرعة في الشحن والتوصيل وماركات ممميزة مصداقية وثقة”

Helpful Report

Posted 5 years ago

“steeds correcte leveringen, snel en goed - prijzen en kwaliteit van de goederen zoals beschreven op de site(s) - bij een probleem omtrent een levering wordt dit correct en keurig afgehandeld”

Helpful Report

Posted 5 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 5 years ago

“I've been a customer of Zalando for many years, and never had any problems. They've always despatched and delivered my parcels on time, their communication is timely, their returns process is straightforward, and refund policy is very reasonable. So far, I've never had a hitch with returning goods. On top of it all, they stock a wide assortment of larger-sized ladies shoes that are actually attractive, not just either trainers, ballerina pumps or ugly slabs of stone like a number of other outlets.”

Helpful Report

Posted 5 years ago

“Lost my order, This company sent out my order and has lost my parcel, they wont help me on the phone and won't give me my money back, this company are total scammer”

Helpful Report

Posted 5 years ago

“Ordered a girls pink adidas hoodie in size 8-9yrs old. When I ordered it the item were in stock(6th Dec 08) Then I had email from zalando telling me that there is a delay in delivery. Finally got the delivery and when I opened the plastic bag there was never the item I ordered in it, instead they sent me a pack of 3 mens trunks. How can they possibly mistake a pink hoodie to a boxed mens trunks??? I went back on the site and now that very hoodie I originally ordered has sold out(surprise surprise!) so I can't even re-order. It was for my daughter's Christmas present and she really was looking forward to get it. I emailed 3 times to zalando. 3 days later I still haven't heard from them. I had now sent the bloody trunks back hoping to get my money back at least but I'm not holding my breath as zalando service is seriously poor and I don't trust them one bit. Do not waste your time nor money!”

Helpful Report

Posted 5 years ago

Zalando SE is rated 3.1 based on 206 reviews