www.zalando.co.uk Reviews 

Thought I’d leave this review as when I ordered from here I didn’t read the trustpilot reviews until after I’d made my purchase and I was a little panicked when I did! I ordered a coach keyring/bag charm and the price was so good I thought it might have been too good to be true but I was wrong. I ordered it to a collection point/post office, which I was grateful of the option for as they use Evri and the Evri delivery service around here can be a bit hit and miss so anything of real value I collect if possible. It arrived three days later in perfect condition and just in time for Christmas. Total bargain. Credit where credit’s due. Would definitely shop here again :)

Shoes lost by courier - Ordered on 7th. The tracking showed very little information. I chased up Zalando and they told me to wait until the 22nd as Evri was showing the package would be delivered then. I checked again with them on the 22nd and now they tell me the package was lost and they will send me a refund. Completely unreliable as I now have no time to replace the lost christmas present and I will never use this company again and would advise others to reconsider.

Would give zero stars if I had the option. Service used to be great. Now it is shocking. First I placed an order and it was apparently lost by Evri. My order was way past the delivery date but was asked to be patient. I replaced the order once I managed to get a refund. This order is sitting in packing status and again the delivery date has passed. I emailed support and it seems that none of the agents read any of the conversation history and each new reply is different and contradictory of advice given previously. Won’t be shopping with Zalando again.

Missing item from my parcel.
Reported the missing item 3 mins after the delivery. I had to fill out a legal declaration which they kept sending back to me to amend to waste time. The response I received from them:

Many thanks for your patience and cooperation!
We have reviewed your claim and proceeded with all the necessary checks. Unfortunately, we can not offer you a refund at this time as the carrier confirmed the parcel has been successfully delivered and received at the indicated shipping address.
Thank you for your understanding.

I have since sent multiple emails to request further info of their checks and explain (with photos) that the parcel was badly packaged and have also contacted the courier Evri which they have failed to assist with.
They are none responsive and not interested in resolving/helping matters. I am left with the only alternative to contact my credit card company to claim the money back.

I believe that the sales team at Zalando are proactive in having to deal with lots of issues such as lost orders and wrong items being sent to customers which probably emanates from other departments.

My personal experience was similar to other reviews in that my order was deemed to be lost by the Courier EVRI.

However, I contacted Zalando by phone and then by email, and got lot of support from the sales team who did sort out a complicated issue.

I would suggest that if anyone’s grievance is fairly straightforward to contact the team by phone, but if the issue is more complicated the conversation may be lost in translation.

The service team at Zalando are very good at sorting out issues on email and are very quick to respond.

Products are generally good value for money. I would use Zalando again.

Parcel not received. Contacted customer services and was made to fill in a legal statement. This felt like a stalling tactic as they made me amend it 4 times for ridiculous reasons. They then emailed to say that because Evri had said it’s been delivered they won’t refund. I have asked for the proof of delivery but they haven’t sent. Have quoted the consumer rights act but still they refuse. Am now going through the PayPal dispute process and if that fails will go through my bank and trading standards. Will never use this company again. Avoid!

To return an item I was offered a home pick-up by Evri, between 8am-8pm on a set date. No pick-up happened and no communication from Zalando in follow-up. I contacted them (which is not easy) and booked another date - same thing - no pick-up all day and no communication from Zalando. Has completely put me off ever using this unreliable company again.

If I could give 0 I would. Never had such problems with an online seller. We returned our purchase. They say they haven't received it. Wanted a legal form filling in wouldn't accept copy of receipt. Totally obstructive and obviously judging by the numerous negative reviews they won't change. Basically couldn't give a damn. Would recommend avoiding them. Note Tracking data indicated the parcel had been received by addressee delivery depot and they had been advised it was available for collection.

Should be 0 stars worse company avoid parcel not received they say evri have delivered yes they have not to my address i have sent this company a pic of my door looks nothing like where parcel left on the evri tracking picture provided All I get back via email parcel delivered AVOID! Worse customer service

Absolutely shocking customer service. I ordered a pair of trainers but they took far too long to arrive. I sent them back as soon as they arrived, unopened and via Evri as requested. Two weeks later, I had not been refunded. After contacting customer services on numerous occasions, I was finally told that they would not be issuing a refund because the item in the box was different to the item they delivered. I had returned the item unopened so this was impossible. I have sent them proof of return but this has been ignored. Avoid this company.

I was waiting for my order for 2 weeks and now they send me a message that item has been returned to them … no item no money and lost a 2 weeks . This was a present and now I need to explain friend why I have no present for her birthday. Thank you Zalando, very clever.

I bought some trainers- half price compared to my local store. Shipped a tiny bit later than i expected, (2 days late), but delivered and happy with them, no dramas

All I will say is if you want anything by Christmas dont count on getting it. just had an order that was meant to be delivered on the 4th and told its not going to be delivered and I will get a refund in 14 days. When contacting customer service team you just get automated generic responses. useless

Awful customer service, they leave every time you have a conversation with them and don't even give you a chance to speak. So so bad, on top of the fact they sent a completely different item to me and then make me pay double and extra on top just to get a refund. I actually wouldn't care so much if the customer service wasn't so awful, no respect at all, never shopping here again.

Very poor, they truly dont care and they have faith in evri for some reason, lol. They actually believe that evri tried to attempt delivery, they DID not! besides they claim that was last Friday. Veronica didnt do her job as I expected someone from support would do. I am now disputing this with my payment provider.

Had the product significantly cheaper than other sites, delivery was fast and straight forward.

If I could give 0 stars I would 🫣 order marked as delivered - not to me! No order, no proof of delivery, photo, GPS coordinates do not match - asked me to complete a legal document for them to open an investigation with Evri.. sent this back immediately & they came back almost instantly to say they won’t do anything because tracking says delivered. Absolute shambles of a company. They repeatedly told me they can’t refund - didn’t even want a refund just wanted the trainers I ordered as a Christmas present - avoid at all costs, having to go through PayPal now as a dispute. AVOID AT ALL COSTS & SHOP SOMEWHERE MORE REPUTABLE!!

After reading the reviews on Trust Pilot, I was sceptical ordering for the first time, however I couldn't find another supplier that matched the price of a Guess handbag which included free delivery as well, so thought I would take the gamble, and I am so glad I did.

From date of purchase, the bag was delivered within 5 days, I received updates from Zalando and Evri from the date it was dispatched to the day it was delivered, with Evri sending a photo of the delivery as proof.

The bag was packaged well, with no damage, so excellent service overall. I am a very happy customer and will definitely be ordering again.

Don't waste your time and money. Lost £100 ordered a trainer never recived.Please DO NOT BUY from them