Zalando Reviews 316

Ordered a pair of shoes that I had been waiting on for months. Finally received them today after getting a back in stock notification and they are full of hair.
Looks like someone tried on a returned and the shoes were not inspected by Zalando before they were sent out again.

A great service

Same as many other users
Received a completely different item
Now have to waste my own time going to return and wait for a refund. Certainly won’t be ordering again from this company. Wish I read the other reviews

Minus rating. Bought a €300 watch, received a cheap opened aftershave. I have to return the €10 aftershave and wait to be refunded. Customer service awful. DO NOT USE THIS COMPANY. I’m furious and upset.

I've ordered an expensive cocktail dress and received some kids pyjamas in the package. Costumer service was useless, they've told me to return the parcel, wait for refund and buy again from platform. Pathetic

The order arrived missing items. They are straight up refusing a refund because they said according to their system, the order left their warehouse intact. Every customer service agent has either given me an automated copied and pasted response or exited the chat. The worst online retailer experience I have ever had. Will never order from them again

Ordered shoes off this website had issues with an post delivering item and was lost but zalando gave me my money back in a day great service not their fault

This has to be the worse site I have ever had to deal with disgraceful made an order July 2025 and still have not received my order or refund keep saying my package was delivered then I looked through video of the hole day and no deliveries that day at all yet they say it’s delivered STAY AWAY FROM ZALANDO

Awful experience with customer care yesterday. Multiple agents could not resolve my issue. Very unsatisfactory. I simply wanted to update my credit card and they couldn't help with this. When I attempted to close my account, the app told me I could not because I had an order on the way (I didn't). Using this app was fine until I ran into issues. Trying to get help was a nightmare.

Bought an item it arrived in a dirty clear bag,threads pulled in it had been worn as you could see hair on it. Awful customer service when I contacted them one girl hung up the phone.

I placed an order a month before Christmas, and it still hasn't arrived. They won't give me a refund, only promising to write every day. "Contact us in two days, we'll help," they say. Then they say again. "Contact us in two days, we'll help," and that's it. No one wants to help, just words. I'm very disappointed. This hasn't happened before; there was a quick chat and a quick solution.

Extremely bad customer service. Waiting 4 weeks on a refund. Looks like my return went missing in transit however even after providing proof of return the company are still making it difficult for me by delaying my refund.

Don't give money back for losing items. I have not been getting my order.I was contact them and they promised to give money back but not. Still waiting two ears

Ordered a shoes for Christmas. Received broken shoes, with Scratches. 1 star is too much

Liked the website and good experience with delivery. No issues.

I bought 4 pairs of shoes for kids and ended up returning 2 due to bad size. They never returned my money and claim that they have not received my return. I’m so shocked - I used to buy a lot with zalando and have never had such issues. This used to be great marketplace, unfortunately not anymore. I start doubting I will ever get my money back.

DO NOT ORDER ! I bought €350 Gucci sunglasses in June I received an empty box I contacted zolando as I had video graphic evidence and I was blocked with emails and phone number. I had to contact my bank to dispute the charge as it was fraud

You can find really nice items on this site and they are good quality and brands that you can't find elsewhere. However, I don't order from here again due to it never arriving on time. They use Fastway to deliver. The packages are always late and you only speed up the delivery when you start a complaints process, which doesn't seem available anymore, as you can't actually contact Zalando but hit a dead end on their website stating that your package is delayed.

Is this company legitimate?
Two years ago, I ordered a pair of Nine West court shoes in a UK size 6 as a gift. A size 8 arrived and I returned them and reordered a size 6 (39). Once again, a size 8 arrived back to me. I called customer services and they told me to return them and reorder again, which I did. This time a size 5 arrived. I called customer services again and they said obviously they don’t have a size 6 in stock! Perhaps order a different pair. So once again, I returned the shoes and decided to order a different pair which again were available to order in a size 6. Unbelievably, a size 5 arrived in these shoes. So once again I returned them. Two years past and I figured stock would be rectified and I decided to order another pair of shoes from Zalando. Ordered a size 6 (39) and a size 5 have just arrived. This is unbelievable. Please consider ordering from this company as stock is clearly not checked and any size that’s in the warehouse will be sent if the one you ordered is not available. Quite incredible really!

They sent the wrong item, which was worth less and refused to send the price difference as they required you to go to the hassle of printing a label, sending it back and then waiting for the refund before ordering again. Ridiculous