www.zalando.co.uk Reviews 

Ordered a pair of vans for my daughter’s birthday. Quick deliver and received updates. I had no issues with them

If I could give zero I would!
I purchased a PAW PATROL TOWER and received a tiny cheap counterfeit instead.
DO NOT PURCHASE ANYTHING FROM THIS WEBSITE

I placed an order on the 17th and it was supposed to be delivered between the 20th and 21st. Nothing arrived. Then on the 22nd, I suddenly received a refund without any explanation. I contacted customer service and was told there was an “error transferring the parcel to the carrier.” Basically, my order was never shipped.

When I asked for a solution, they just told me to place a new order myself — no offer of compensation, no express delivery, nothing. Really poor customer service for such a big company. I’ve ordered from Zalando before without issues, but this experience was extremely disappointing.

In ordered pair of trainers originally and never got delivered. Thankfully they refunded that order

I tried again and received an old muddy pair of trainers. This company seems VERY fraudulent. Do not purchase!

This was by far the worst shopping experience I’ve ever had. I ordered an expensive item from Zalando as a birthday gift, and they completely ruined it — the parcel never arrived. What’s worse is that after looking online, I realised this is a very common issue. So many customers have gone through the same thing: expensive orders not delivered, endless excuses, and huge delays in getting refunds.

Zalando uses Evri for delivery, which is notoriously unreliable, and when things go wrong, their customer service is absolutely useless. You’re passed from one person to another, nobody takes responsibility, and you have to keep chasing them by email, message, and phone just to get your own money back.

They clearly don’t value their customers or their time. Please avoid shopping with Zalando at all costs — it’s just not worth the stress and disappointment.

Purchased an item and wanted to return it. Customer services have not provided a return label and just ignoring emails that have been sent since I first purchased the jumper.

Incredibly poor customer service, do not buy from this company and save yourself a lot of headache and cash.

I have been buying from this site for a very long time but until today I have never had them tell me that the package was delivered but I have not received anything they are still investigating where the package is, it is not a small amount, my parcel. That's all it seems to me is not fair to tell me that it was delivered when I have not received anything for 3 days they are still investigating

I would NEVER buy from this website. I ordered a mens tracksuit top and was sent a ladies dress instead. I accepted apology, and ordered same item again. This time, they sent me a girls dress! All I got from them was a 10% voucher to use for my next purchase! DO NOT BUY FROM THIS WEBSITE!

Dirty bastards. Took my money. Still have not recieved my order. Its been over a month

I am formally documenting this matter and preparing to take legal action against Zalando. I placed an order for brand-new trainers (with tags attached), yet Zalando has refused to issue a refund and instead provided a photograph of used trainers that are not mine.

This is a breach of contract and misrepresentation under the Consumer Rights Act 2015, which requires goods to be as described, of satisfactory quality, and fit for purpose. By withholding my payment and the trainers, Zalando is in effect unlawfully retaining both my money and property.

Horrible delivery and customer service. I stayed at home two days in a row to make sure I received my package. The first day, the deliverer knocked and disappeared before I could get to the door. The second day they didn’t even bother to try to enter my building (it has a keypad that goes directly to my phone). I called customer service and they did nothing to help. Ordering from this company is not at all worth the hassle.

My experience with Zalando has been terrible. I placed an order over a month ago, which I never received, and I still have not been refunded.

Every time I contact customer service the conversation ends suddenly without resolving anything. They keep asking for more time, but nothing happens.

This is completely unacceptable. I expected better service from a company I have been a customer of for years.

I have tried several ways to contact Zalando, and after a month since I placed my order, nothing has been resolved: I have not receivd my order and I have lost my money.

Please be careful when ordering from Zalando - their customer service is extremely poor and they do not handle lost orders properly.

In the meantime, I have exchanged 15+ emails where I have asked them for the refund, for the discount and for any progress on that...in exchange I was getting emails saying that they're having delays in delivery, then actually confirming my order is lost, next saying they can't do anything right now and I need to wait up to 5 days. I asked in my email to please escalate the matter to a manager, as the service needs to be reviewed and issues addressed.

My attempts to speak to anyone on Monday over the phone:

Call no.1 at 13:05 I got through and heard someone moving around and making noise, typing on keyboard etc. I said 'hello' multiple times and had no response, I had to hang up and call back again.

Call no.2 at 13:07 I've goth through to someone. I have explained the issue and asked for assistance and the person basically refuses to help, saying they can't do anything, can't give me any confirmation of what/when will be processed, they can't cofirm the discount offered previously. No update on the complaint is it being handled or tell me when will I hear back from a manager. WHEN I CAUGHT THEM ON GDPR BREACH, THEY HANG UP!!!!!!!!! They started discussing my order & account without asking my name, email, order number. That's not acceptable and quite serious issue, I have a recording of the conversation and I'll be reporting matters to trading standards. Call no.3 at 13:13 person I spoke to finally offered to do something. However, I've asked for a complaint reference number so I can easily follow up, and they said it's a internal process and there's no reference, but they can see there's a note on the account.
The agent generated a code to apply to the existing order, put me on hold, came back to tell me that....it can't be applied as I have already placed the order!!!!! They said any code they send can be applied only on a order placed on the same day onwards. So the agent on Saturday basically lied to me and haven't even bothered to send me a code. They let me place a new order, said they'll adjust the price and either lied to me about it or it's lack training, and they had no idea what they're doing. Or it's pure ignorance. If their policy is that the code can only be used in the same day or for a future order, they should've generated a code on Saturday, they didn't. They should've informed me, they didn't. They just let me place a new order and fobbed me off!!!!!

Next 3 calls at 13:28, 13:29, 13:30 were all mute!!!!! 

BACK TO EMAILS THEN. THE NIGHTMARE CONTINUES.

I decided to cancel the 2nd order. I had enough at this point. Zero trust, being deceived and lied to by multiple agents in various emails and on phone calls, either ignored or getting contradicting messages. I was worried that if anything goes wrong with the new order, I'll have double the trouble! And this has already been such a headache to deal with...

The saga continued for another 5 days of back and forth in emails. But still no email or call from a manager, just first line unqualified, barely speaking english agents sending random pre generated emails to me, often completely off topic.

I received a confirmation for a refund at some point. A refund issued in October 2025... we're i September 2025 fyi.

I received a discount code eventually, but forbid me, I absolutely won't use it to shop on this nightmare website.

I gave them 5 days and asked how are things with my complaint, when will I hear from a manager who can address the multiple issues, including the GDPR breach. I have been earlier reassured in multiple emails and during the calls, that I will get an email from a manager "as they're not allowed to call customers". So an email it is, fine. I've been waiting patiently.

This is the vomit reply I received after I have asked when can I finally expect a reply:

"Thanks for getting in touch. 
I'm really sorry for the inconvenience. 

I'm really sorry but in this case, we answering for the managements.
Unfortunately I'm not able to check your complaint process, as I do not see one.   Have a great week!"

This was 5 days after I have opened a complaint and have been reassured it's with management, currently being reviewed.

MAY THIS BE A WARNING FOR ANYONE WHO THINKS OF SHOPPING ON ZALANDO.

YOUR GOODS ARE NOT SAFE, YOUR DATA IS NOT SAFE, YOUR MONEY IS BEING HELD BY THE COMPANY LONGER THAN NEEDED. COMPENSATION OFFERED CAN'T BE USED. ABSOLUTE CON ARTISTS.

AVOID AT ALL COST!!!!!!!!

I have always had great service from Zalando have used them since 2012
Great choice of products & at very competitive prices if you are prepared to wait 2-3 days for Delivery

The worse customer service and live chat service I've ever experienced.

Genuine quality and fast shipping. Very pleased with some slipper crocs I brought at a discounted price as I was a little weary but they are official. A little delay on dispatch but overall excellent service.

Dont bother !
Awful to get speaking to staff and trying to make a return and collection.
One member of staff was helpful . She was the only one

I ordered shoes, they came fully worn, had white marks on the shoe, hairs, the bottom was completely worn out.

Never trust them, bought a gift card through a promotion they were running (buy a gift card over £10 and get another gift card for the same value). Never got the extra gift card, customer service is appalling. Multiple people responding to ticket all contradicting each other, then they stop responding to you. Once you threaten legal action they come up with an excuse months later to say you are not eligible, despite meeting all the conditions. Avoid at all costs!