Zalando Reviews 

I contacted their customer service via the chat function. At first try, they closed the chat after less than 1 min when I didn't answer right away. I have been waiting for 5min for someone to join and they cannot even wait 60 seconds? Second try, same customer service member (Miljana) indicated she couldn't help me by copy pasting a long paragraph about their change in T&Cs (which wasn't updated yet on the FAQ and other help pages). Then she just closed the chat in my face... with a smiley. Not only did she not help me, but was quite rude! Sorry, Zalando, I expect better!

I have been a regular customer of Zalando for years now, buying almost only there. The main reason is the "buy now pay later" option. This option suddenly stopped working, so I contacted customer service via chat. The assistant (Romina) was really rude telling me that it was not a problem that that type of payment didn't work and that there is no error as there are other ways of payment. After I tried to insist on understanding why they had taken that option away from me, she closed the chat in my face. Truly a disgrace!

Terrible customer experience. Ordered two items of clothes size M, they sent me the wrong size of both - L. After I was stressed and contacted customer support, the agent didn’t want to resolve my complaint and closed the chat in the middle of me talking. They don’t have any solution for such situations and don’t give any garanties that you will get what you ordered, and also they take no responsibility for their mistakes. Eventually, I had to make a return, it has been almost a week but they still didn’t inform me that they received it in warehouse, and only after they receive it, they said they will send me back 113 CHF during next 14 days. A waste of time and money. waiting for my money back.

While I was a faithful Zalando client, I have never experienced its Customer Service, once I did, it was a nightmare; the customer service employees are unprofessional (to make it shorter). I explained that I want to speak with someone from the management team, my request was declined. Today I decide to never shop at Zalando.

Once I wrote to ZALANDO SWITZERLAND about an issue and they promptly replied that their corporate policies are inclusive and politically correct. NOW I WROTE AGAIN ABOUT THE FACT THAT INSTRUCTIONS AND OTHER DOCUMENTS SENT BY ZALANDO PARTNERS ONLY (THE INSTRUCTIONS FROM ZALANDO ITSELF ARE IN ITALIAN) ARE ALWAYS IN GERMAN! NOW THIS IN CERTAINLY NOT POLITICALLY CORRECT AND INCLUSIVE!! PLUS THERE IS THE FACT THAT 85,% OF THE RESIDENTS IN THE ITALIAN SPEAKING REGION OF SWITZERLAND DON'T EVEN UNDERSTAND GERMAN, SO IT IS NOT ONLY OFFENSIVE BUT ALSO MAKE NO SENSE. THEY DID NOT EVEN REPLIED TO MY OBSERVATION/COMPLAINT.

Worst customer service I have ever experienced. I placed an order worth almost £1000 and the delivery was delayed. This meant that my order didn’t arrive in time for my travels when I left the country for the weekend. During the time that I was away I received an email that the package had been delivered (no one was home at the time). I raised this issue multiple times with customer service but each time they have been extremely rude and unprofessional and even abruptly ending the conversation while I was talking!! I have even told them I have evidence I wasn’t even in the country! And yet no one is willing to listen at all. I’m extremely disappointed and would not recommend buying from Zalando at all.

I have had generally not positive experiences with Zalando in the past, but recently encountered an issue related to one of my bills. When I called Zalando's customer service, they informed me that the matter was out of their hands and that their collections agency (Inkasso) was now responsible.

While I understand that certain procedures need to be followed, I was frustrated by the lack of support and guidance provided by Zalando during this process. As a customer, I expected Zalando to assist me in resolving this billing issue, or at least provide clear directions on how to engage with Inkasso effectively.

I hope this feedback helps improve the customer experience in the future. I recommend that Zalando provides a more seamless process for bill dispute resolution to maintain customer trust and satisfaction.

High price, not really cool quality , customer service 0

fast delivery and free returns. Never had any issues

Sent a coat back, they received my returned order on 1st March but didn’t correspond what so ever. They literally made me chase & beg just to look into my query which they refused to do until I signed a ‘legal document’ then I was told my refund has been rejected because item wasn’t in the bag. Although I have photos of the parcel as I dropped it off to evri, zalando refuse to provide any further information & just ignore me. I have checked with citizens advise and this is illegal but zalando ignore any correspondence. Having looked on social media and here - they’re defrauding thousands of customer stealing millions. They must be going under. BEWARE

I have never experienced such an amount of arrogancy at any other customer service. They blocked my account because APPARENTLY someone tried to hack my password. No information to me, no explanation or excuse, no request to change the password and when I called they said it was irreversible because of security reasons do my whole purchase history and saved items cannot be retrieved anymore. Since my email address was associated with the blocked account, I couldn’t create any new profile so their suggestion was to create a new email address. Seriously?? So I told them to delete my account permanently and forget that I used to be their customer.

To Zalando: If you punish customers for your own lack of security measures, go bust, I will never buy anything from you anymore.

I returned a purchased item, and yet the store wants me to pay claiming not to have received it.

Hi Everyone,
I bought few articles from Zalando, some I kept others returned. I was not able to sign in, I got no email when I clicked the "forgot password", I wrote them few times asking for help so I can pay, even within their web but nothing happened. After a while I got a "Warning", two orders means two extra fees of 48CHF, so I paid and I was so pissed off. Today I got another two "Last Warning", again 48CHF more, I called and cleared the situation.
No "SORRY", not one word admitting their mistake or any word of "understand your situation". The worker told that a 3rd person took my email and so we closed your account, as simple as that. I told him that Zalando is no more an option for me to "online shopping", he simply said "OK"!!! Being a customer for years and simply the reaction is "OK"!!!
By the way, one of the payments I did (plus extra 24CHF warning fee) I paid by mistake 40CHF instead of 44CHF, now I have to pay only 4CHF, which was good news instead of paying the original bill plus 48CHF "LAST WARNING FEE".

ok, best ecommerce of the world

Their partner send the order with an unacceptable 2 weeks delay. The packet is left by my house while we have already left for a one month holidays. Nevertheless they don't accept we return the order. Outrageous...Furthermore, their costumer service is terrible: the representative did not care and engaged as if it was dealing with a criminal instead of a (until now) very loyal costumer. Never again. Pity, but luckily there are alternatives to Zalando nowadays...

all ok :) everything went smooth. somethimes shipping is bit late but ok

I've never had such a bad customer service experience. It seems, the agent was playing dumb on purpose, or just really did not want to help me, and get rid of me as fast as possible.

I've been trying to order for 4 days, but kept getting the same error. Only suggestion the agent had, was to restart my computer, even though I had the problem on desktop and mobile.

I am a regular customer of Zalando, I had an issue with a bill and had to experience an unwelcoming customer service employee today (Frau Dobic - not sure of the spelling).
Customer service is about giving the customer a chance to explain themselves especially if German is not their first language. I do not want to say it is racist but its plain rude. Regardless of the issue discussed or who is right or wrong.
Thanks

Still have not received my order, contact form on their CH website is unavailable so you have to call and they keep no record. First time using them and highly disappointing.
Order no. 10701105481725