Zalando Reviews 

Similarly to all of the other poor reviews on this page I have had an ordeal dealing with their customer service team after receiving somebody else's order instead of mine. Their customer service reps are completely incompetent and continuously reply with generic emails to detailed questions, and never seem to actually understand the issue. I threatened contacting the Consumer Protection Commission and again received a totally nonsensical answer from one of their reps. However the minute I mentioned the Small Claims Court I got a response from a capable rep who sent me a Legal Form to fill in. Within 24 hours of returning it to them they processed a refund. So I would definitely recommend that approach with them. If they are still unhelpful it is pretty easy to make a Small Court Claim, I would have done if the issue had gone on any longer.

Do not waste your time or money. Do not waste your sanity with customer services.

I bought two Timberland jumpers, at least 30% cheaper than Timberland site. Delivered to Dublin within a week. Can't fault them at present and would buy clothes from them again, no experience of returns so review could change depending on their customer service.

I recently ordered a pair of boots for €329 from Zalando, and the experience was deeply disappointing. The boots arrived in an oversized box (80cm x 60cm x 40cm), causing them to move around during transit. One boot had visible scratches, and the soles were marked. When I contacted customer service, their only solution was to return the boots—even though they were out of stock in my size. Adding to the frustration, the boots were reduced to €269 on the same day. My request for a price adjustment was denied, leaving me with the options of keeping damaged boots or returning them.

Making the return was another ordeal. The massive box was impractical to carry to a drop-off point, and Zalando doesn’t offer courier collection. After further unhelpful responses, I was told I could tape the shoebox itself and attach the label, despite risks of further damage during return.

This experience highlights poor packaging, inadequate customer support, and questionable quality control. Buyers should also beware of restocked items that may have been returned damaged or even worn without proper inspection. Sadly, Zalando’s unreliability and lack of reasonable resolutions mean I won’t shop with them again.

I ordered some shoes, it arrived 1 day late but that was not such a big deal for me because I wasn’t under time pressure (would be a separate issue if I was traveling and it was delivered late). Anyways, one pair of shoes didn’t fit so I returned them the next day at my nearest parcel connect drop off point. It was very simple process. Very seamless, and Zalando provides a return sticker. Less than a week later, I got confirmation that my refund is on the way. I’m know I’m one of the lucky ones but it worked really well for me so far and I would recommend to try if you are not under time pressure.

Ordered item on sale, arrived in exactly 1 week. Looks and fits perfect

Scammers.
I placed an order and made a prepayment. I have not received the order, they are not responding to messages (only standard automatic messages) and they have not refunded the money.

If I could give it zero I would. Ordered a bracelet for my mam as a present and it came and was a belt. Even in the add it said it was a bracelet do not order from this website. Never again.

I was Zalando customer for a good few years. Everything was perfect till now.
I am not impressed with the "NEW RETURN POLICY". For the last four returns I had to contact customer serv., that means every time to get refund had to wait at least 3 weeks.
For my last return I had: 2 chats and 3 emails to get my money back. And all the time I was told different excuses for the same case.. Pathetic.

Item arrived on time and in perfect condition great value great after sales service and great communication from website would highly recommend this company

Great experience, was worried over the bad reviews and never got a confirmation email but I ordered on 3/11 evening time and arrived today 11/11 in the suggested time frame and both things were perfect!

The first time I tried to order from Zelando. I ordered 2 items on the October 19th. The order didn't arrive until today 05/11. I tried to contact them but unfortunately they don't answer. I didn't receive my order, i didn't receive refunds nothing. I will never order from them again. Literally a joke! I've been sending several emails and no answer nothing!

The company themselves aren't too bad, but until they change from Fastway Couriers, it's a one-star for Ireland. I shouldn't need to go on a treasure hunt, with a compass, and 3 days supplies, to find my package. Which I don't find (unless a neighbour happens to look in their bin before bin day).

Very bad,will not order from them no more
Delivery taking ages and now only one of the items shipped ,atrocious

I just received my Michael kors bag from Zolando .It’s beautiful I was very worried when I read the reviews .It came on time .I have ordered two more things .I hope I have a good experience with them as well

It's just shocking service all around. 3rd order and not one came on time. My last one was placed now nearly 2 weeks ago. Told it'll be with me in 1-2 days..9 days later it's still being "packed". Contacted customer service through chat to ask about delay but was told that it'll be posted in an hour and not to worry, it'll arrive on time.. that was 2 days ago and it's still in "packing". I ordered stuff to take with me on holidays, now it looks like I'll be leaving without it and need to sort emergency replacements for things from else where.
After paying came across actual brands website to find out that 2 items are cheaper direct than on zalando. They also keep changing prices on website "sale" but it'll be more expensive than the "before" price.
This was my last time buying from them.
Save your sanity and money and go directly to designer/brand website.

11 days after my order they cancelled it - on the day it was meant to arrive. Now I can't get a replacement in time. Shocking service.

I just find out that ZALANDO is not honest and trustfull company. Their prices before "promotion" are a joke - madly high, with no base on any truth - just to fool us. I was their customer for many years. I will be no longer their customer. Nobody like to be treated as fool.

Crap using fastway couriers where they say your items have delivered n they havent arrived at all.. had 3 delays before thst.. had no one i could contact. Zoolando team just kept telling me 3 working days when asked could they contact courier.. ended up with no product. Zoolando customer care service didnt do anything too hung up on me numerous times n very slow following problems

I've now had two negative experiences with Zalando. First an order I paid for never arrived, but they said it has been delivered and signed for. Impossible! Finally after lengthy back and forth I was ultimately refunded. I didn't want a refund I wanted the items I'd ordered!

Recently I ordered pyjamas and dressing gown, I got just the dressing gown, I contacted them and they refunded me the pyjamas.

It's nuts. If I pay for something I expect it to be delivered, not tell me it's delivered and when I say it's not, refund me.

I'll never use Zalando again.