www.zalando.co.uk Reviews 

I would NEVER buy from this website. I ordered a mens tracksuit top and was sent a ladies dress instead. I accepted apology, and ordered same item again. This time, they sent me a girls dress! All I got from them was a 10% voucher to use for my next purchase! DO NOT BUY FROM THIS WEBSITE!

Dirty bastards. Took my money. Still have not recieved my order. Its been over a month

I am formally documenting this matter and preparing to take legal action against Zalando. I placed an order for brand-new trainers (with tags attached), yet Zalando has refused to issue a refund and instead provided a photograph of used trainers that are not mine.

This is a breach of contract and misrepresentation under the Consumer Rights Act 2015, which requires goods to be as described, of satisfactory quality, and fit for purpose. By withholding my payment and the trainers, Zalando is in effect unlawfully retaining both my money and property.

Horrible delivery and customer service. I stayed at home two days in a row to make sure I received my package. The first day, the deliverer knocked and disappeared before I could get to the door. The second day they didn’t even bother to try to enter my building (it has a keypad that goes directly to my phone). I called customer service and they did nothing to help. Ordering from this company is not at all worth the hassle.

My experience with Zalando has been terrible. I placed an order over a month ago, which I never received, and I still have not been refunded.

Every time I contact customer service the conversation ends suddenly without resolving anything. They keep asking for more time, but nothing happens.

This is completely unacceptable. I expected better service from a company I have been a customer of for years.

I have tried several ways to contact Zalando, and after a month since I placed my order, nothing has been resolved: I have not receivd my order and I have lost my money.

Please be careful when ordering from Zalando - their customer service is extremely poor and they do not handle lost orders properly.

In the meantime, I have exchanged 15+ emails where I have asked them for the refund, for the discount and for any progress on that...in exchange I was getting emails saying that they're having delays in delivery, then actually confirming my order is lost, next saying they can't do anything right now and I need to wait up to 5 days. I asked in my email to please escalate the matter to a manager, as the service needs to be reviewed and issues addressed.

My attempts to speak to anyone on Monday over the phone:

Call no.1 at 13:05 I got through and heard someone moving around and making noise, typing on keyboard etc. I said 'hello' multiple times and had no response, I had to hang up and call back again.

Call no.2 at 13:07 I've goth through to someone. I have explained the issue and asked for assistance and the person basically refuses to help, saying they can't do anything, can't give me any confirmation of what/when will be processed, they can't cofirm the discount offered previously. No update on the complaint is it being handled or tell me when will I hear back from a manager. WHEN I CAUGHT THEM ON GDPR BREACH, THEY HANG UP!!!!!!!!! They started discussing my order & account without asking my name, email, order number. That's not acceptable and quite serious issue, I have a recording of the conversation and I'll be reporting matters to trading standards. Call no.3 at 13:13 person I spoke to finally offered to do something. However, I've asked for a complaint reference number so I can easily follow up, and they said it's a internal process and there's no reference, but they can see there's a note on the account.
The agent generated a code to apply to the existing order, put me on hold, came back to tell me that....it can't be applied as I have already placed the order!!!!! They said any code they send can be applied only on a order placed on the same day onwards. So the agent on Saturday basically lied to me and haven't even bothered to send me a code. They let me place a new order, said they'll adjust the price and either lied to me about it or it's lack training, and they had no idea what they're doing. Or it's pure ignorance. If their policy is that the code can only be used in the same day or for a future order, they should've generated a code on Saturday, they didn't. They should've informed me, they didn't. They just let me place a new order and fobbed me off!!!!!

Next 3 calls at 13:28, 13:29, 13:30 were all mute!!!!! 

BACK TO EMAILS THEN. THE NIGHTMARE CONTINUES.

I decided to cancel the 2nd order. I had enough at this point. Zero trust, being deceived and lied to by multiple agents in various emails and on phone calls, either ignored or getting contradicting messages. I was worried that if anything goes wrong with the new order, I'll have double the trouble! And this has already been such a headache to deal with...

The saga continued for another 5 days of back and forth in emails. But still no email or call from a manager, just first line unqualified, barely speaking english agents sending random pre generated emails to me, often completely off topic.

I received a confirmation for a refund at some point. A refund issued in October 2025... we're i September 2025 fyi.

I received a discount code eventually, but forbid me, I absolutely won't use it to shop on this nightmare website.

I gave them 5 days and asked how are things with my complaint, when will I hear from a manager who can address the multiple issues, including the GDPR breach. I have been earlier reassured in multiple emails and during the calls, that I will get an email from a manager "as they're not allowed to call customers". So an email it is, fine. I've been waiting patiently.

This is the vomit reply I received after I have asked when can I finally expect a reply:

"Thanks for getting in touch. 
I'm really sorry for the inconvenience. 

I'm really sorry but in this case, we answering for the managements.
Unfortunately I'm not able to check your complaint process, as I do not see one.   Have a great week!"

This was 5 days after I have opened a complaint and have been reassured it's with management, currently being reviewed.

MAY THIS BE A WARNING FOR ANYONE WHO THINKS OF SHOPPING ON ZALANDO.

YOUR GOODS ARE NOT SAFE, YOUR DATA IS NOT SAFE, YOUR MONEY IS BEING HELD BY THE COMPANY LONGER THAN NEEDED. COMPENSATION OFFERED CAN'T BE USED. ABSOLUTE CON ARTISTS.

AVOID AT ALL COST!!!!!!!!

I have always had great service from Zalando have used them since 2012
Great choice of products & at very competitive prices if you are prepared to wait 2-3 days for Delivery

The worse customer service and live chat service I've ever experienced.

Genuine quality and fast shipping. Very pleased with some slipper crocs I brought at a discounted price as I was a little weary but they are official. A little delay on dispatch but overall excellent service.

Dont bother !
Awful to get speaking to staff and trying to make a return and collection.
One member of staff was helpful . She was the only one

I ordered shoes, they came fully worn, had white marks on the shoe, hairs, the bottom was completely worn out.

Never trust them, bought a gift card through a promotion they were running (buy a gift card over £10 and get another gift card for the same value). Never got the extra gift card, customer service is appalling. Multiple people responding to ticket all contradicting each other, then they stop responding to you. Once you threaten legal action they come up with an excuse months later to say you are not eligible, despite meeting all the conditions. Avoid at all costs!

Delivered some defective sandals and contacted their customer service on multiple occasions and they have never bothered to reply. Having to do a chargeback as it’s the only way to get it actioned

Been given a tracking number,but the site has been closed down.
Nobody contacts you.

I’ve been using Zalando for a few months now. Never had an issue with them. Granted it takes time to receive the products but I’m fully aware of that. I’ve also returned items and received a full refund including the original delivery fee. It would appear that the negative reviews relate to Evri delivery company and I would agree they are hopeless

Incredibly poor customer service.
I must have been emailed by 10 different people from this company to resolve an issue . Each told me how valued I was as a customer and then I never heard from them again.
Over the years I have spent hundreds of pounds with these guys but when a problem occurs there is no-one there to sort it out....If I were you I'd shop at Brand Alley.....thats where I'm off to.

Absolutely ridiculous customer service! I pretty mjch waited over 2 weeks to return the product. Evri had no driver to collect it first 2 weeks & then after collection the parcel was lost. Evri emailed me they have lost the parcel & to reach out Zalando & inform them the same. When I reached out to Zalando their customers service agents have been replying saying they have not got the return so they cannot refund!!! I forwarded them the email from Evri & still the same response. It not an expensive purchase but it's my hard earned money ! It's been over 4+ weeks now & still waiting for my refund. The CS of Zalando are so rude unhelpful. I am going to take it up with my bank and customer rights for the stress I have been through from past 5 weeks ! Never ever gonna use Zalando again ever just cuz of the worst customer service experience.

Honestly, despite the nice looking website, this company is a complete joke. They use Evri, which as is well known are a horrific delivery company. They dispatched my order in three parts, the first two (consisting of one item) arrived in about three days, but the last delivery (consisting of 5 items, at about 70% of the order value) failed to even make it to my address.

I got an email "thanking me" for my return... a return I wasn't even aware of, they then refunded me for 4 of the five items. Confused, I contacted Zalando about the missing fifth item. "It probably went missing"... so what now? do I get my money back? their response, please fill in this "legal form"... I fill it in, then they tell me the signature "cannot be my name", "you didn't confirm when you sent the item back"... wtf? my name cannot be the signature? how can I give you a date I sent it back when you lost it, I never even touched the parcel? At that point I told them to either refund me or I would get my credit card company involved, and failing that the small claims court. They sent the money back the next day.

Abysmal company, avoid.

6 days after I ordered and my parcel is still packaging !!

The customer service is a bad joke

The chat is systematically ending too early or in the middle of a concession

The phone center is just awful
The email is not precise

1st time and last time I use Zalando!!

I prefer pay more and to buy in a reliable shop !