ZAQQ Reviews 337

UK buyers beware, I paid £170 for boots and then had to pay another £66 in customs duties, the boots are ok but not worth the end price of £236.

Will not be purchasing anything from them again, customer service is poor and they need to make it clearer on their website that duties are payable to ensure transparency with customers.

Great quality, design, and comfortable.

EDIT 2: They removed my review. Rubbish. Dropped back to 1 star. Because they can't even admit their terrible service (see all the other reviews!)

EDIT: I called them up and they said they didn't speak English, which was disappointing given that they are trying to sell to English speaking markets. I had my German friend call them, and they then processed my order almost the next day. Therefore, changing from 1 star to 3 star since I did get a refund. However, don't expect any decent customer service via their email, and I wouldn't recommend purchasing outside of Germany.

Original Review:
Shocking company. Bought a pair of £200 shoes in the UK, they were the wrong size so sent them back, paid for £30 shipping myself. Tracking says it arrived 24th September. I've sent them two emails to say they need to pick it up and start my refund, with no reply. It's been over a week now and I'm not hopeful I'm going to get my money back. A complete scam and wish I had real these reviews before I purchase from this awful seller. I expect a refund and will be leaving reviews everywhere I can about this company until I get my refund.

Be very careful buying in the UK.
ZAQQ charges the same on the .co.uk site as the equivalent in euros on the German site. However, the German site specifically states that this price includes VAT (MwSt) which is 19%, the UK site says the exact VAT will be shown at checkout but at checkout there is no mention of VAT - you have no idea if it’s included or not. I assumed that for a non-EU purchase the VAT would be subtracted but no, ZAQQ charged the same price as the German price including MwST, but then filled out the customs paperwork saying that VAT was not charged (giving ZAQQ a healthy 19% extra profit on UK sales). So, the final price is whatever you see in £ plus 20% UK VAT plus import duty plus shipping plus a handling charge from the courier. For my purchase this was a whopping 50% on top of the listed price! Oh, and the goods take about 3 weeks to clear all the customs loops and DHL won’t deliver until you’ve paid the customs/handling fees. Yes, I can return the shoes within 30 days but with the hassle and cost of trying to reclaim the VAT and import duty, forget it. And you’d never get the shipping or handling fees back.
ZAQQ also seems to be unaware that up to £135 or equivalent in euros, they should charge VAT(MwSt) and declare that on the customs paperwork.
I amnot happy. I’ve bought from several EU companies and ZAQQ is by far the worst regarding transparency of final costs. The shoes were fine and I’d love to buy another pair but not I’m not prepared to let ZAQQ take more profit from UK sales than from EU sales.

Response to reply from ZAAQ: Thank you for your detailed response. I am surprised that you have additional fees related to customs as I understood that these were covered by the shipping and handling fees charged to me.
Where I do disagree with your response is that it is not at all clear that the price is exclusive of VAT.
Currently the product/selection page says that the precise VAT calculation will appear at checkout but then at checkout there is absolutely no mention of VAT at all.
I suggest that you make is clear on both the product and checkout pages on the UK site that the price is VAT exclusive.

I would love to try more of your styles but sadly the final cost in the UK is very much higher than the product price shown.

Terrible experience with ZAQQ. I spent €175 on shoes that never arrived. DHL shows a fake signature, and ZAQQ refuses to take responsibility. Weeks of back-and-forth and I’m left with nothing – no shoes, no refund, no help. This feels like fraud. Avoid this company at all costs.

I ordered from Canada, and the company declared the value of the shoes at over 1.6x what I actually paid. This led to significantly inflated customs duties. After three email exchanges, they (or more specifically Christin) still refused to acknowledge the error or take responsibility. Disappointing experience - good shoes undermined by careless handling and dismissive support.

Response: There was no confusion. ZAQQ made an error that they still refuse to acknowledge. I paid 505 CAD, but they falsely declared the value on the customs form as nearly 800 CAD. This is not right. And ZAQQ is now claiming that they purposely did this because they have no shipping fees. This is false -- inflating the declared value offers absolutely no benefit to the shipper.

Previously on emails, they refused to even acknowledge the increased amount they declared, even after scanning and sending the declaration form they submitted. I highly recommend you think twice before ordering internationally from ZAQQ.

I ordered from Switzerland. The customs fee was an extra 20% price. (Okay, but not every seller handles it that way) The shoes are very loose-fitting and do not hold the feet and ankles at all! They don't have a 30-day return policy paid for in Switzerland, and with DHL, it costs 94-100 CHF just to return the shoes, almost the same as the shoes. This is wild! NEVER, EVER ORDER FROM HERE!

The shoes are wonderful however, after ordering over 300 euros worth of product they still charge for shipping hence the 3 stars. At 300 euros shipping should be free.

I had to pay € 3,90 for shipment and another 3,90 for the return.
Shoes seemed good quality but not pretty.

My pair of zaqq shoes broke after first time I put them on. The company refuse to refund the money despite the traceable record of gaslighting their clients about the quality of their overpriced footwear. I can confirm that negative reviews here reflect my own experience.

They're trying to apply ethical transaction law to a product that doesn’t last a week and to force me to respect the law by not refunding my money (?).

In the shoes, both the outer layer of the material and the outsoles in both shoes (which clearly shows they are cheaply made) became damaged immediately after starting using them *out of nowhere*.

The only decent thing to do is to refund, not to force a person into staying as a client.

And this is what I demand. I demand seriousness (not once did the staff address the incident itself, not once, as if they weren't even surprised anymore really, they only speak about not refunding as a mantra *agaist* the client by default) and the full refund of the price.

Awaiting your serious response,

Marta W. Binkiewicz

Update 17th March:

*THE most dishonest company out there*

The gaslighting and misinformation only escalated as I've tried to ask the company to be transparent with me about their proceedings.

The customer service straightforwardly *ignore* questions and commit omissions while citing law to protect their dishonest business.

I can also confirm what other customers state: zaqq do not submit negative reviews on their website as I have tried to share my truthful experience with pictures documenting it entirely and it does not appear on their site.

They have no real regard for environmental issues.

They are comfortable with taking customers' money while knowing perfectly well they do not provide any service for anyone else than themselves.

Overall, the one good thing is that I set up my TrustPilot account and I will be very careful of all my future purchases so I make sure no more business imposters get an opportunity to abuse people’s trust.

Last Thursday I received a pair of boots (QUINTIC Winter Vegan Black) that I bought and to my surprise they came dirty and full of hairs and lint inside. Also, the sole is dirty, which shows that they were used and sent like this.
The worst part is that I left a review in their website and I found that my review does not appear.
It's shameful that a shoe of this value comes in this condition; it says a lot about the brand. Also the quality of the boots have not a value of 168,58 EUR, in pictures are different than in person. Even without being my fault, because I received a dirty and used boots, I have to paid the return shipping…

I like that they are going got different style and for work shoes this has been my go to. however I had an issue with the preored once, when i was waiting for more than 2 month without any update and ultimately asked for a refund. and i have noticed they never publish bad reviews(i had given a few)! this is not right.

Order No: 99346287008
Customer No: ZK229706

I ordered a pair of shoes back in early November, about seven weeks ago. I'm in the U.S. They were too big, so I sent them back to exchange them for a smaller size in a different style. I filled out their online return form and mailed the package back, with tracking. It's now been stuck at Customs in Germany for weeks, waiting for ZAQQ to pick it up. No replies to my email inquiry about it except for an automated reply. I'm not sure if I'll ever get an exchange or my money back. Do not buy from ZAQQ.

UPDATE: Customer service finally did process my exchange about a month after the shoes arrived back in Germany. I got a reply from them in mid January. The exchange was processed and the new shoes are being shipped. If you need to contact customer service for any reason, be very, very patient in waiting for their reply. It will takes WEEKS.

I ordered two pairs of ZAQQ boots, and have worn the Riquets several times now in the midst of treatment for a fallen metatarsal arch. My boots accommodate the elaborate taping I have to wear, and are by far the most comfortable of my barefoot style shoes I have brought on an extended trip to Japan. I confident the hiking boots will be just as comfortable for my scheduled trek in December.

Quintic winter waterproof Shoes look totally different than ones pictured on the site. They are also from hard leather, making them uncomfortable on the calves to me. Even thought product looks totally differently from one presented, I had to pay for the return myself. Not professional customer service, lack of return address on website, long wait for replies to mails.

I have purchased Qarma ballerinas and am deeply disappointed with how unprofessional the company is. I previously bought sneakers and was very happy about them, so I did not need to experience their customer service. This time it turns out that the product description omits a piece of VERY important information. The heel of Qarma is far higher/deeper than normal, so it is designed for a very particular foot type.
This would not be a problem at all, if it had not been for ZAQQ customer service. I sent two emails – at order@zaqq and my@zaqq and wanted to try and exchange the shoes. But 10 days of waiting for an answer seems like a lot. If you cannot handle client communication, scale down!
The next problem is the quality of the website. I have made screens, in case they take the info down, that shipping and return is free. It does not say shipping and return from Germany is free. And I see that you absolve yourselves in the answers on Trustpilot saying – this information is in Terms. Well, if you want to be a decent company, act like it. Hiding such information buried somewhere on your site is not fair. And you MAKE me use the terrible site in Polish, which was machine translated and sounds like a incomprehensible collection of random words. Use machine translation if you want. Though, it is not realy very ethical to avoid paying translators, is it? But at least do not make me use this version. At least allow for changing the language.
And the returns policy – I understand that the online spiel is free delivery and paid returns. It is fine. But decent companies solve it with an agreement with a shipping company which gives better deals than paying return fee amounting to 10% of the order.
All in all, I discourage everyone to use ZAQQ until they change their attitude.

I ordered 2 pair of which I kept one. They handled all my requests very well also how to return and to solve a problem aswell. And the sneakers I bought They are the most comfortable and soft i've ever had! Really recommend zaqq

Thank you.
Great service.

Very impressive service. Shoes arrived quickly to Sweden, I initially bought the wrong size, thankfully had only worn them in the house, got a refund, no problem.

My next shoes were the right size and so comfortable! Right now it is still too warm to wear them as they are winter shoes but I can tell they will keep my feet warm and have great grip. The quality of craftsmanship is also very high.

The shoes are beautifully made and were delivered quickly. I'm looking forward to wearing them!