Zalando Lounge Reviews 666

Ordered premium bags and they come without dustbags and wrong items. The photos are fake. Bags are smaller than in the photos and they dont put the measurments. Also their prices are not that low. Bestsecret has better prices regarding accesories. Waste of time and money with Lounge by Zalando. I dont recomment it

I placed an order through Klara. I sent it back. My account shows the item was returned, but Klara hasn't received the money. I called, and they said they refunded the money. But Klara still wants my money. I've reported it to Klara several times and called Zalando Lounge, but the money is still due for the returned item. That was my last purchase from this store. This has been going on for four months now, and they can't resolve the matter.

I ordered trousers on November 24, 2025. They didn’t fit, so I returned them immediately. Zalando confirmed receipt of the return on December 2, 2025, but it’s now been over three weeks and I still haven’t received my money back.
Customer support initially replied, claiming they were “investigating” and asked me to wait another 10 days. That waiting period has long passed. According to Croatian consumer protection law, once a return is confirmed, the refund must be issued within 14 days - yet Zalando clearly ignores this legal requirement.
When I emailed them again, pointing out that they are breaking the law, they completely stopped replying. No response, no update, no refund. This is absolutely unacceptable and shows total disrespect for customers.
This platform ignores consumer rights, breaks the law, and holds onto people’s money. It feels like they simply don’t care. Do not trust them - they treat customers disgracefully and act without any accountability.

I have placed an order on 28 November. 

I have returned all 3 items from the order very soon after. I have also provided them with the return label proof. 
I have only been reimbursed for one of the items in the box they state that the other 2 items worth 464 Euro were not in the box and that they will not investigate any further or issue a refund. I have sent them a Legal Statement stating that I have returned all 3 items.
They still ignore me. This is the second time they do something to break my trust int hem as a webstore this will be the last time I order from them.
I also intend to take legal action against them.

Offer was discounted from 200 euro’s to 70 euro’s. What i got was of such poot quality it should never have been 200 euro’s and I’m sure it never sold for that amount. It is a lie. The threads were dangling off the poor quality fabric. They are just selling crap. I would not have payed 5 euro for the thing i received. Chinese Temu would be of better quality. Bad Zalando.

Absolutely frustrating experience with this company! I have returned my order from 2 months ago and until now I can’t have it solved with consumer care team! They are just sending robotic emails without any clue what’s going on and no one can’t address the situation properly. It’s been more than 5,000 € total value of the items I returned and I still haven’t received my funds back. The quality is so poor and cheap and not worth the money I paid. And now I can’t get my money back from them.

Horrible company, horrible customer service!
I recently returned an order back to Zalando Lounge and they failed to process an item. Despite all the proof I have provided, they claim that they did not receive it and they will not refund it. So, because someone didn’t do their job right on their side or even worse, “misplaced” it, Zalando robbed me of €68. When reaching to their customer service, after multiple emails I sent without a response from them, they only apologized for the inconvenience and advised me to fill in a theft report with the police.
Zalando team, I’ve spent a lot of money on both Lounge and regular Zalando. I will definitely look into it with the police, and I, and everyone I know, will for sure not come back. Curious on who the actual thieves are…

Trying to get refund of faulty sandals ,impossible to get in contact with this company although I have been a customer for years
I have tried to e mail all relevant documents no reply

I am extremely disappointed with this online shop. When I initially emailed them in Dutch, they responded promptly and seemed reliable. However, after calling their customer support in English and following up with four English emails, I have been completely ignored.

This feels like clear discrimination against English-speaking customers. Despite filing a police report and sharing PostNL's confirmation about the issue, they have refused to refund my money or even respond to my emails.

I would strongly advise others, especially English-speaking customers, to avoid this shop due to their discriminatory and unprofessional behavior.

BECARFULLL!, you will never receive your item.
I placed the same order twice. Both times they came up with an excuse that the package was lost and other times that the package was damaged.

' poorly served.only lies and excuses not to send package!

Very bad experience with my order!
I had issues with my product that get damaged not even one month of using!
When i contacted customer service they made me very complicated, and tell me to make some special complaint and fill some special form, this way of course people just give and don’t make further complaints as is difficult, so they don’t have to take any responsibility for bad quality!!!

Have been buying from zalando lounge multiple times over last 5 years. One good thing is their customer service - last year big order got lost (over 500 eur) and they refunded me l, which I was very happy about therefore kept purchasing thinking I’m getting amazing deals.
I’m a deal lover and love getting a good quality items for a discounted price. Have ordered sunglasses from ace and Tate but they were just weirdly cheaply made (doesn’t feel the same as in store), also ordered winter parka from rains which was discounted from 500 eur but again felt weirdly “too light and not warm enough” so shipped it all back. Some things I just cannot compare if the quality is in there. This time I have ordered 3 fitted bed sheets from the brand Kayori.25-30 eur each with the discount. The moment I open the bag quality is so terrible that it’s not even worth opening plastic bag.. I also remembered I have a pair of Kayori bed sheets which I purchased from Vinted, so actually have something to compare. And when you add them
Next to each other, I can tell you it’s a fake version of that brand 🤣 sheet is so badly made that it looks transparent even in a darker place. Will keep one piece because urgently needed a new sheet, but shipping others back, because bags are not even worth opening. Disappointed, don’t know if I ever try my luck again. Feels like you get what you pay for

Lead time of ordered items 13 days. Waiting such a long time is like back to 80s ordering from paper catallogue. No information about delivery delay within first 10 days, than from nowhere "we're finally here". Bad experience, next time A/Y which were never above 7 days.

Not only that you need to pay for delivery 5,75 EUR, but if you need to send back the item, you have to print out the label, instead of getting QR code, in the 21st century.

The refund was made for the wrong items. There were of course the correct items on the return label and in the package. I do not recommend

(Because I think people write reviews when things go wrong, I thought I'd give a benchmark of when things go well)
I've been using Zalando-Lounge for about 8 years, and they've always been great on the delivery side. This is the first time I returned something. It worked fine.

I ordered on 3/20, received on 3/22. Shoes were too tight, so returned them the same day. Zalando Lounge sent me e-mail confirmation that they got it on 3/26.
Now, the refund took longer, but it worked out.
I sent them a nudge e-mail on 4/3, got a response back from customer service a couple hours later saying it was in the system just wait a few days.
And then, i got the refund (PLUS SHIPPING, which I did not expect to get refunded!) on 4/6.
So all in all, this is a case where everything went smoothly. Kudos.

I ordered shoes, they sent them used ones, to resolve the situation they say you can send them back to us, my question is who will compensate me for the time spent waiting for these shoes and the ruined mood? if your workers do not want to work and check each package before sending

Last week, I placed two orders and both were abruptly cancelled after a couple of days. Unacceptable, especially during Sinterklaas week! The fact that it's a busy period with Black Friday is not an excuse. Every other website managed to deliver my orders on time, but your service failed miserably, wasting my time, energy, and money. I've uninstalled your app, and I will ensure everyone I know is warned about the incompetence of your service. This is beyond infuriating!

I never had any kind of trouble ,not even with returns .If you know how to pack your order nicely and put the label for the returns you wont have any trouble.I bought recently some sneakers that after 2 months were damaged and they answer me quickly and in few days I had my money back too after I sent the package.I will continue to buy from this site.