Zalando Lounge Reviews 

Very reliable! Ordered a mango blazer and it came as described and also returned item with no issue and got my refund for change of mind

Breached costumers rights by not issuing a refund for the faulty item they sent me. Disgraceful.

I have ordered 35 times from zalando lounge and saved total of 3397€.
I have ordered clothes, shoes, jewerly, accessories and house essentials. Everything came in given delivery time. Once ordered wrong size so had to return it and returning a paracel has made really easy. Customer service is very helpful and kind. Will keep ordering More.

I ordered a designer watch for £70 as birthday treat for myself. The only thing that arrived was a big empty box with bubble wrap. I have just opened a dispute with Paypal to get my money back.

Do NOT use this company they are thieves. I had an issue with their "sister" company Zalando a few months ago. I spent over £100 and they never sent the items.

BUYER BEWARE

Do not buy from Zalando, they are very irresponsible. They send you wrong number and do not offer to change it. Then you order the correct number and their delivery company just says address not found, your product will be delivered again and then it is not delivered but return. The worst e-shopping experience I ever had. A ski jacket couldn't buy for 3 months.

I have never seen slower deliveries than that of Zalando Lounge. I have ordered a product in the first day of november and it has been a month and the product hasnt even been shipped from Zalando Lounge. I know that they need to receive the product from the original seller but this isnt acceptable. The worst thing is that they NEVER update you on what is going on, compared to the original Zalando, which i think is by far the best online shop. And this isnt a one time thing i have ordered many times from Lounge and its always such a hassle.

i was so excited to receive a wallet that i had purchased on zalando lounge long story short the item never came ...after 10 days i received a refund notification and my money back no valid explanation on what happened?!
i got a coupon for what they labelled an “inconvenience” but for me it still hurt because it was my mum birthday gift

Have been a customer for ZL for quite long and had a few very good deals via the website. However, recently it has become troublesome to order and quite often I have to send back most of my order. The issues are:
- On good campaigns, no matter if you are going in the second after it starts, many good items are "reserved" meaning in someone's basket. Some speculated it's the staff - I am coming to the conclusion that those items don't exist, they merely are there to attract shoppers to compete with each other and make it look like ZL can offer attractive deals like those.
- RRP: I have gotten into the habit of googling every item before I purchase it - and found that ZL more often than not sells on full price, even though it looks like it is heavily discounted. For example, a Marc Jacobs bag was sold for less on full price on another website.
- Quality issues: I was very surprised that in recent orders branded items were so poor quality that I was quite certain they were fakes. This may not be ZL's doing, but the website has certainly become littered with many many campaigns, so perhaps hard to keep track of whom sells what.
- That leads to the irrelevance of many campaigns, as well as them seeming intent of selling every single leftover item from past collections (f.x. "Fashion bags) which is in itself not a problem, but it's at the same prices as before - so not even worth looking.
- The search functions on the site have improved, but don't always work. For example, you cannot search on categories across campaigns, like if you would like a bag. Also, even if you filter to leather bags or shoes in a campaign, it's not working, as the items are not properly tagged (even if the description itself fits).
- Them receiving more than half of the items back has to do with poor product photography in many cases (again, googling items usually gives you extra photos) and the absolutely terrible, messed up sizing guide. I know brands are messed up on sizing and even within one brand, it can be all over the place. But then again, have fewer campaigns, with more quality brands.
- Manufactured for outlet..... GAP, Banana Republic.... be aware that often you don't get what you think you're getting.
- I have never had any issues with refunds and returns, I usually get the message of the refund being processed one day after I mailed the return (which is for free).
The latter being the only reason why it's still relatively risk free to order, but I am thinking it's becoming embarassing and disappointing at this point.

Less is more, ZL. I used to like you.

I like Zalando Lounge ( Sweden ). The service is really good and I get refund within 8 hours almost. I have not given 5 stars yet because I still think that the shipment takes longer than expected.
Keep doing the great work!

Even though this looked like a scam, zalando-lounge seems to be a subsidiary of Zalando (never had any single problem with them), so decided to give it a try.

When I placed an order, I clearly asked support if the products were genuine, but it took forever to get a reply, which was meaningless. When I received the shipment, it was clearly a fake (a producer, which is named similarly to the fancy one), and later I did not have time to return it, and the return time ran out.

Ordered several times, once they sent me the wrong color of the sneaker other than that, good service!

5 orders and never had a problem. You have to be quick, because everything sells out quickly

In contrast to their European counterparts, Zalando Lounge UK is run by a bunch of incompetents. Two months delay in delivery, abruptly cancelled items and ZERO communication on their behalf. Their customer service is a joke - when you finally manage to get through, a disorganised team of muppets will fail to address any of your issues and concerns. As tragic as the coronavirus pandemic is, Covid-19 is increasingly useful to help separate the wheat from the chaff in the e-commerce world. Delays are normal and understandable; zero communication, continuous administrative and logistical fudge ups, and a joke of a customer service on the other hand are not. This company does not deserve your hard-earned money - do yourself a favour and spend it elsewhere. There are plenty of online outlet stores these days that do live up to their end of the contract and offer better deals while at it.

Zalando HQ should fire whoever is managing their UK lounge branch - the reviews below speak volumes to the dire levels of customer satisfaction. If anyone from Zalando UK is reading this: address your logistical, administrative, and quality control failures, make *real* amends to your customers and you might have a chance to survive as a business in the post Covid-19 world. At the current rate of your malperformance, competition will crowd you out within the year, and no one is going to shed a tear.

2 orders fully paid and never delivered. Used to be a good service, not buying there anymore.

DO NOT USE IT!! this is the third complain email i send to them, and i still haven't get my things shipped. It's already been a month and they cancelled one of my item.

seriously when you will ship my order. why one of my items is cancelled without any notice. and what do you think the meaning of ordered and paid??? why it still can be cancelled??
and HOW LONG i can get my clothes. Will I ever get it or they will just being cancelled one by one? then what's the point for me to shop here, wasting my time and money?? and when can I get my money back if it's CANCELLED FOR NO REASON!!!

I was quite satisfied with zalando lounge products until i bought a Cerruti 1881 watch which was offered at a discount of more than 80%, even though it made me a bit suspicious i bought it. The watch was definitely fake and more than that it didn’t work. I sent it back and i am expecting an official apology from the zalando lounge team. Never again!

Always great and fast customer service.
Focus on solutions!
Well done. Lots of companies could learn from you!!
Only thing I miss is the return label option as standard in the box. Just a detail, but would make returns smoother.

Worst customer online shopping experience coupled with very poor customer service. Ordered shoes and when not delivered contacted via phone - absolutely poor service and when followed it up with email. I was told that Hermes(they are another worst courier service) have lost my item.
So all I got was sorry and will refunded my money back. With limited stocks and with most once sold they are gone I had waited for the promotion to start and ordered before it sells out and so was not very happy to hear they lost it and it involved me many calls and emails for them to get my money back.
The prices are competitive and we also have to pay for each item - the delivery is £3.90 which means you can't batch up multiple items. As the process are not that cheap with delivery charge on top doesn't make it worth purchasing.
Although some campaigns say shortened it takes the same long delivery times as before 5-6 weeks. I would be better off buying elsewhere cheaper and deliver much faster.
I will never purchase again from this site and definitely will NOT recommend this to anyone else let alone my family and friends.
Avoid and don't bother purchasing from this site if you want to avoid stress and disappointment.

Ordering from last 2 years - never had a problem with quality or returns. Sizing is sometimes a problem but nothing Zalando can address. Good prices and offers!