Zalando Reviews 

I got wrong set of clothes. Used their return process. Got money back and 10% discount voucher for my next order to redeem in next 28 days.

Horrendous waiting times on delivery

Nearly 2 weeks and still no item. I won’t touch this company again

I have been a customer of Zalando for many years, and they remain my go-to for clothing purchases. Whenever there has been an issue with an item not matching the description or not meeting expectations, Zalando has always resolved it quickly and professionally. Their customer service is efficient, friendly, and reliable.

I truly appreciate the consistency and trustworthiness of this company, and I will continue shopping with them with confidence.

I was dubious after reading some reviews on here, however no problems, shoes arrived when they said, no sizing issues, was kept informed about the delivery - a good shopping experience - would use again.

Order did not arrive. Still no remedial action After 10 days. Should have known better. Dont use this company.

I placed an order before reading reviews and became worried after reading reviews. However, I received exactly what I ordered and quicker than expected. All while saving quite a chunk of money compared to other retailers. I am very happy and will use again.

Never had a problem, have had many orders from them.

I’m trying since weeks to resolve a payment problem and I’m being ignored. Part of my bill is still showing as open and I don’t want to have future problems because of the incapacity of Zalando to answer it.

In the Zalando app, I selected pay the open invoice, which shows me the open itens and I clicked to pay by Twint. Once I pay by Twint, the amount is automatic set there and I can’t change it by myself.

So, it showed an amount of 332,90 for the total payment and I paid it on 07.08. But later, the bill was still showing as open, but it doesn’t show me which products they are still charging me. It shows all products, but a different amount.

I want to know why the bill is still open and what product are not paid, or if it is a problem in the app. As I can’t insert myself a payment amount, it should have worked since the day I payed.

I also tried to resolve the issue by chat and in 10min, I needed to open 10 times the chat to explain the same issue as they close the conversation all the time without resolving the problem.

Some days ago, I finally could sent the payment receipt of the order by email and requested Zalando the identification of the products that they are still charging me, as it is not clear in the app. I have no answer yet and I’m trying to resolve this since weeks. I don’t want to have an open bill and future problems just because Zalando doesn’t provide any answer.

I was also asking that all my communication should be based in a new email, because the one registered was hacked and I lost the access. Zalando app doesn’t allow me to change it and they never answered me any email I was requesting and informing that either.

Very poor service, specially customer service. I had an issue with my delivery and when I approached them on the chat, almost 3 different people start saying the exact same things like AI machine and left the chat without helping.

I have experienced repeated issues with returned goods, stemming from clear logistical errors on the part of Zalando Lounge. Despite providing full documentation, including photographic evidence and legal declarations, I have received only vague responses and empty assurances from customer service — with no concrete resolution.

It is deeply troubling that a company of this size systematically fails to uphold its own terms and conditions, ignores basic refund deadlines, and shifts responsibility onto the customer even when the mistake is clearly theirs.

My legal representative submitted a formal request via official channels, which has gone completely unanswered. This behavior not only demonstrates a complete lack of professionalism, but also borders on unjust enrichment through the unauthorized withholding of funds.

The conduct shown towards me as a customer is unacceptable and degrading. Even with all necessary evidence and legal support, Zalando Lounge has failed to take responsibility or offer any form of apology or compensation. In all my experience with online retailers, I have never encountered such blatant disregard for consumer rights.

Ordered on 3.8.2025. Estimated delivery: 8-11.8. By 7.8, nothing had even been processed. Customer service, instead of checking reality, gave me a lecture on “patience” and swore it would “100%” arrive on time.

Today is 9.8 - still not packed. Delivery promise broken, trust broken, patience gone. Zalando missed the delivery. Customer service missed the truth. I won’t miss shopping here.

My order arrived opened and some items are missing. Zalando won’t help and PostNord says it is Zalando that needs to help… Terrible customer service!!

I am deeply disappointed with my recent experience with Zalando.

I placed an order for shoes approximately a week ago. Two days after the anticipated delivery date, I was informed that the order had not yet been dispatched. I promptly requested a cancellation and refund of the order, but my request was denied. The company advised me to wait for two more days before receiving the shoes.

The current process has been extremely frustrating for me. I would prefer a direct refund rather than having to return the shoes and then request a refund. I am concerned that this incident may lead me to discontinue using Zalando in the future.

Zalando does not accept a gift card for what a gift card is worth. Having a gift-card for 500 euros does not entitle you to use 500 euros for the same purchase. There is also a limit per month. This is a scandal and substandard to what is usually accepted in other stores and is close to fraud. Zalando is not a company worthy of your shopping. Choose with your feet, go elsewhere and let them go bancrupt. Sadly enough I am a shareholder. I will sell as soon as I get close to break even on my investment. I should have sold when Kinnevik let go of the company.

I ordered a pair of pants that turned out to be without price tags and at the same time looked used. I contacted customer service and was offered a price reduction of 77kr.

I declined that, but ordered a new pair and wrote that it was reasonable that the price reduction applied to the new order. I got the OK for that by email, and just had to send the tracking number for the return order. I did that. But then got an email back saying that there had been a misunderstanding and that they couldn't give me the discount anyway.

Now that's what I call REALLY BAD customer service. It should also be mentioned that different people answer me every time!

Zalando has held my money for over 20 days after receiving my return — and I still haven’t been refunded. This is completely unacceptable. I've contacted customer service multiple times and all I get are vague responses and empty promises.

It’s shocking that a company of this scale fails to honour basic refund timelines. I will not be ordering from Zalando again unless this is resolved immediately. Buyers beware — if you value your money and peace of mind, think twice.

I returned trainers with Zalando courier who knew to collect goods.

However they have a no paperwork system so I have no record of returning goods and now no refund of £155.00!

Please AVOID Zalando as new system means you will not get a refund and I do not want another customer to be in same position as me!!

This was my very first purchase at Zalando, a pair of shoes worth 120 EUR. The size was wrong so I returned them, following their instructions. They sent their courier to pick up the shoes. After 20 days I have not received the money back and no messages, I contact them and they say they received the box but it was empty so they refuse to refund me!! I am trying to convince them that it's not my fault but no way, just a waste of time. Terrible. They are a scam.

UPDATE: This is the response from the customer experience team who can clearly tell I am frustrated and this is not the right resolution to the query:

Happy Day ❤️ - Yuranis should not be working in customer service.

I made the purchase with my bank card and they are refusing to transfer me the funds accordingly.

I have made a purchase with a code from a discount card from work that allowed for a small discount of the website, using my Sabadell bank account as the payment method. When requesting more information about my refund, the company can only provide a credit to the store account. I spent over 130EUR and would not have made a purchase if I knew this would not be refunded to my bank account. The customer service has been frustrating and not helpful even though it's the first time this has happened.

“I now understand why this website has such a poor rating. I ordered a series of products, and everything arrived late and in separate shipments. It was a complete mess and a very frustrating experience for me. This was both the first and last time I’ll be ordering here – never again!”