Zalando Lounge Reviews 

I recently had very bad experience with Zalando Lounge, and I wouldn't even want to give one star, but there's no such option. I returned two items for £150.90, got a notification that the items was received by seller, but it's been over 40 days, and I still haven't received the refund. They keep telling me to wait, and sometimes don't even respond to my message. Very poor customer service. I used to be a loyal customer for many years, and they had contact phone number, but not anymore, the communication is only through messages. If you're ready to lose your money, welcome! This case has spoken volumes, and I'm unlikely to make any more purchase from them. I continue to fight for my money. They should be very ashamed of treating customers like this.

Addition 14.12.2023: Added two stars as I finally received a full refund, thanks to Zalando Lounge, although it took me a lot of time and effort.

I would recommend improving the customer service and changing the delivery boxes; they often arrive damage and open.

FAKE VALENTINO BAG!!!!!!!!!! 😡😡😡

Please beware I recently order some Coach Bags and a Jumper from Zalando Lounge site and didnt like any of them and return the whole order. It cost me £1078.90 for whole order. After few day I got refund for only jumper when I contact them for Bags return they ask me they haven't received although I send them pictures of parcel and tracking details yet they decided them will not Refund me £917. They said its not our problem if some one stole the good in our wearhouse or by courier, its gonna be on you so we will not gonna refund you £917 which is really sad i didn't have the item and yet I have to pay that amount. Although its them who chose the courier service not us. I also asked them to tell me how to give them a proof that I have return the Items, and they emailed me its our final decision we will not refund you.
So be really careful if someone steal you item in there wearhouse yet you have to pay for it

Have been buying both from Zalando and from Zalando Lounge for 6 years now. Really good prices and customer services. The return system works perfectly!

Having the same issue as many people here. The return!! Evri loses the parcel and zalando insists that I did not return the item even if I provided the coupon for the return. Make you fill a form and then they disappear. No answer to the emails either! Just because their courier looses the parcel the fault cannot go on the customer!

Still have not been given my 110 pounds refund! I will be reporting this company to the retail ombudsman

Terrible experience - they lost or stole my returned items and are now insisting on an extremely formulaic legal statement (which I have written). The process is very frustrating. There is no phone number to call a human and email exchanges feel like they are with a bot.

I have always had a very good experience with Zalando itself, and now I am extremely worried about the amount of money I am going to lose because of Zalando Lounge.

FAKE MICHAEL KORS BAG. I ordered white small Avril bag, since I have another one I could compare. Does not look cute at all, obviously fake by logos and other small details that should be on it.

FRAUD !!!! DO NOT EVER BUY ANYTHIGN FROM HERE!!! YOU WILL BE LOOSING YOUR MONEY IF YOU WILL BE RETURNING THE ITEMS. THEY LOOSING THEM AND KEEPING MONEY FOR THEMSELVES. THEN MAKING EXCUSES THAT IT IS NOT THEIR FAULT. WILL BE POSTING EVERYDAY THIS UNTIL I GET MY MONEY BACK

Twice I’ve ordered this year and evri have said that they delivered my order, but they hadn’t and Zalonda lounge have refused to refund me, although I have provided the relevant evidence that is required under their terms and conditions for a refund or at least for an appropriate investigation with evri. However, clearly there is a problem with the delivery company evri and it’s clear that Zalonda Lounge are not addressing the issues properly with evri delivery company this is why this keeps happening.I bet I’m not the only one that keeps experiencing this. Zalonda Lounge I have been ordering with you for many years now and since you have no loyalty or show any customer care towards me or your other existing customers, I think it’s time for me to withdraw my account.

I have ordered sunglasses, after a week, 1 day before latest delivery day i receive refund and information that my order is returned. No explanation

Filled with bots. Some brands like Michael Kors just a few seconds after the sale start have the bags all reserved.
Making it impossible to buy anything.
Their costumer service is awful and their policy too.
For example, if they send you the wrong item they can only refund you or give you a discount if you keep the item never mind if you just wanted the correct item you ordered. Even though that is their mistake you’re the one penalised from this situation.
The refunds take forever. Sometimes a month.
And on Christmas I bought a few long arms shirts from a well known brand and well, after just the first time they were washed they got a hole, so clearly some things they sell are not good quality.
Very poor service.

Order something, it gets "returned to them" without any warning. They say there's nothing they can do because logistics is different to customer service department. Offer a measly 10% code.

Order basically the same thing, the same thing happens.

Zero accountability. Zero F***s. Zero trust.

Wait 3 weeks to get an unwanted refund only to wait 3 more weeks to just be sent back my money again.

Clearly you don't care.

My experiences have been going down hill for a while and I'm finding that I'm ordering less and less from both Zalando and Zalando-Lounge as the disappointments mount up. The problem isn't with either of them per se, but arises because they continue to use Evri for deliveries in the UK. Reading a lot of other recent Trustpilot reviews, it's clear I'm not the only victim of Evri's people mishandling deliveries or even pilfering from Zalando-Lounge parcels. It started when I had an item stolen from a box in January last year. More recently Evri decided to take a parcel back from a parcel shop and return it way before the collection deadline had arrived. At least Z-L customer services were kind enough to give me a consolation discount code to use on my next order. So I did, only to be told the latest parcel wasn't in limbo at the delivery depot for a week like it says in Evri tracking, but it's "lost" in transit. Is there a website where Evri sells off all the items it "loses"? Sometimes I wonder how desperate anyone has to be to work for Evri. Maybe people whose command of English is so poor they find it hard to find a job elsewhere, or ex-convicts who are shunned by other employers because of their criminal record. Something has to explain why Evri brings so much joy to so very few of us. So I'm taking a break from Zalando. I'll look at them again if they ever offer an alternative to Evri. I guess they won't because they're a German company, and Evri is one of the top performing delivery companies in Germany. Sadly in the UK, they are the worst ☹️

I've been a frequent customer on both Zalando and Zalando Lounge and I've spent a decent amount of money over these years. Sadly, I felt that their customer service has become a bit bad lately.
My latest experience is why this one star is given. I had returned some unwanted items to them, using their prepaid label. The parcel had been clearly signed, and yet they asked me to write a legal statement! It's not about the items inside the parcel don't match the return request I made. It's they claimed that they did not get the parcel in the first place. It's just odd that instead of sorting it out with the courier they used(Evri), they asked me for a sworn legal statement! If I had returned the parcel using a delivery method chosen by myself, the responsibility would've been mine and I'd be willing to do such a statement. Anyway, the way they handled this issue just didn't make any sense, and as a loyal customer, I felt very uncomfortable and deeply offended.

They don't have listed products in stock! They accepted my order a month ago and they cancelled part of it with no information to me. Fraudulent company!

Pure fraudulent company.

They were not agree I returned them same product and when I asked to give me back what you received they even didn't send me wrong items as well.......

Please dont buy anything from this company..

Bots are blocking shopping. You guys really need to invest info captcha or something..

The package was never delivered to me. Or delivered and stolen. When I contacted the customer service they said that they can fo nothing about it. It is unacceptable for such an expensive shipping cost. Since thy are delivering premium items, their service and shipping should be premium as well. Never again.

It is impossible to buy a pair of Jordan’s on the site , you sign up for the drop and when you click on them to add to you’re bag it won’t add . Sometimes you don’t even get a reminder. Absolutely horrendous and don’t even start about customer service they don’t have a clue .