Zalando GmbH Reviews 

after one wash, Cheap fabric and terrible stitching.
Unreliable service, bad quality, and zero accountability. Wast of money

I got a coupon for my birthday from friends. They paid the coupon in the store. Zalando now tells me the coupon is not activated and its my obligation to backtrack with the store. I dont know which store, that is and i dont want to offend my friends. Either zalando works with scamming stores or undilligent ones, either way im not ordering again. And dont get zalando coupons, youll waste your money.

I have been ordering from Zalando for years and it used to be okay, but the last year has been a disaster, items are missing from parcels or they are sending the wrong product and they refuse to refund, basically stealing my money. I am begging for my money for months. Customer service is absolutely useless, not wanting to help. Absolutely unaccaptable.

This was my 2nd time shopping on zalando. I bought several items and returned some without any issues (in Germany). Shipping is fast, refund is fast. Everything is good. I don't understand the poor reviews here. I am happy. I got designer items on bargain!

Never received my order in Spain and the company refuses to give me a refund. Now I have to take legal action. Tried to resolve the issue through customer service but to no result.

I ordered many years lots of clothes and schoes on Zalando. Unfortunately this year it is a completely huge disaster. I returned the items and I didn't receive my money back, I ordered boots and received sandals. They have a program where they buy back clothes if they are in good condition. I didn't receive money!!! The custom service is disaster, the are incopetent. AVOID Zalando when you don't want to lose your money.

I am a plus customer with almost 10000 points, at the highest status apparently as they share on the app. I have been using the app for 3+ years now. I had plenty of small issues and did not need to write here until today. I am also a sellbox (a.k.a. Zircle) user. This is a good chance for less used items to be sold with a good price. However the Zircle team ‘accidentally’ lost one item (of 27 euros-a pair of almost new Tommy sandals) and told me that it wasn’t in my initial sellbox. This was insane as I know DHL wouldn’t open and take items from a package, and I sent it! There’s one last possibility of a theft, which they never consider and blame the missing item on me. They never give the credit of how long the customer has been with them and how reliable their words would be. It’s simple: their words over whatever the customer tells. I could’ve kept that pair of shoes for my daughter’s younger cousin if I knew they would get stolen. It is a big pity how people can quickly prefer acting cheaply rather than being honest. I am very dissatisfied, and wishing that they have good competition for online shopping here in Germany for people who work all day like us and have no time to physically go shopping.

This was my first time ordering from Zalando. I placed the order on the weekend and was excited to get it quickly — they said it would arrive on Tuesday. But on Tuesday afternoon, I got a message saying it had been delivered… even though I was home all day and nothing ever came.

My security camera confirms no one even approached the door. Hermes (the delivery company) claims they left the package outside, but there’s no photo, no signature, no real proof — just a message saying it was “left at the door.” Why didn’t they ring the bell? Why not make a real effort?

Zalando says they will investigate, and I’ll wait for that, but it’s frustrating. I was looking forward to my first order, and it turned into a confusing situation where I don’t know what happened or if I’ll get what I paid for.

Hello,
I made the following purchases on Zalando:

• June 10 – Order no. 10103635350937
• June 12 – Order no. 10103635756453
• June 14 – Order no. 10103636199292

I have not received any of these orders. Every time I try to contact customer service, I either don’t get a response or the delivery date is simply postponed again. However, when it comes to charging me, Zalando is very efficient!

I am extremely dissatisfied with this situation and request an immediate solution – either a new delivery or a full refund.

Best regards,
Karina Lavinas Noguchi

ENG:
Incomplete order and disappointing customer service

I received my Zalando order with one item missing from the package. I contacted customer service right away, expecting a replacement or at least a refund, but they refused to resend the missing item. No satisfying solution was offered, despite me providing proof and acting in good faith.

It’s extremely frustrating to pay for something and not receive it, even worse when the company won’t take responsibility. I’ve been a loyal customer for years, but this experience has really changed my opinion. I’ll think twice before ordering from Zalando again.

FR:
Commande incomplète et service client décevant

J’ai reçu ma commande Zalando incomplète : un des articles était tout simplement manquant dans le colis. J’ai contacté le service client immédiatement, en espérant un renvoi ou un remboursement, mais ils ont refusé de me renvoyer l’article manquant. Aucune solution satisfaisante ne m’a été proposée, malgré ma bonne foi et les preuves envoyées.

C’est extrêmement frustrant de payer pour un article qu’on ne reçoit pas, et encore plus décevant de se heurter à un refus de prise en charge. Je suis cliente depuis longtemps, mais cette expérience m’a clairement refroidie. Je réfléchirai à deux fois avant de recommander sur Zalando.

I returned my order using Zalando’s official return label. The return was timely, but they claim it never arrived. Since I no longer have the drop-off receipt, they refuse to refund me — even though, by German law (§ 357 BGB), they are responsible for return shipping. Poor customer service.

I returned my Zalando order (Nr. 15504001140872) with Gucci sunglasses and Cavalli sneakers in March 2025. Despite multiple confirmations and two legal declarations, I was told that the items were "not found" and no refund was issued. I asked what was in the box if not the items I sent — no answer. Zalando has ignored over 10 messages since then. ECC Latvia is now investigating the case. Shameful service.

Impossible to reach someone in customer service to help.
Do not be fooled by the 'sell boxes'. They offer you to return items you have bought from them in exchange for credit - however, they're impossible to reach after the items have been sent - zero transparency on accepted/not accepted items. I have no idea if/when the items would be returned to me since they were marked on the app 'cancelled' with no explanation. No even an email?!
I've tried to reach someone for days with no response. I tried to call and 3 different people said they couldn't help me. Sad since i've used Zalando at least once a month for many years but I will take my business elsewhere and spread awareness.

Absolutely appalling customer service …paid £56.10 for a pair of shoes but sent a men’s jumper instead yet charged my account for the shoes…no reply to my emails or calls. Sent the garment back requesting refund but received nothing and no response. Appalled at PayPal too who have refused to help me.

Express delivery costs 10 Eur. You would expect all items in your order to be shipped express. But no - Zalando only ships 1 item express. The rest is days late. When you ask for a refund for the express delivery fee, you are greeted with a rude chat agent, that closes the chat on you.

I really cannot believe how incompetent zalando customer care is. The first time I called was about 6 years ago and nothings changed. They have no idea how to help, they barely understand you, I was passed around 3 people. Complete waste of time calling.

No problems at all, returns and complaints are not just easily made, but also fast handled. My favorite store.

Pointless company: absolutely no recourse with customer service when they completely fail you as a shopping experience (no product, delivery company did not actually deliver despite it being a 7 days a week petrol station pickup point): now I am out of pocket and have to monitor for a refund before I delete my account. NEVER AGAIN.

Ridiculous customer service.
I contacted the company today by phone to tell them about a security gap in their system, as when I registered via gmail account the email account afterwards was a completely different one. The customer rep on the other site did not understand my problem at all, did not ask about anything (like order nr etc.), was extremely annoyed and angry from the start, started screaming and then just hung up the phone in the middle of the conversation because she was so angry (without reason). Never have I experienced such a case before, incredible