Zalando GmbH Reviews 

I would give ZERO if it is possible!!
Horrible, horrible service!!! I have been waiting for the delivery and it took so long so I did contact with them about where's my parcel.
I got mail today and the package has been returned to sender!!!! I wonder why?! The courier didn't call me, no text message or mail, NOTHING!! Hopefully I'll get the refund. Never ever order something from zalando.de

I placed an order and it was broken into 7 shipments. 6 shipments arrived, but the largest shipment is claimed to "not able to locate address". Contacted Zalando and they are doing NOTHING about it. It's been over a week since this has been going on. It couldn't be that address is not found, as it's a simple apartment building and other parcels have been successfully delivered.

The item is okay, but I expected it to feel a bit more premium for the price.

Here’s my bad experience, as it seems Zalando support doesn’t care.
Delay: I ordered dr Marten’s bag which was supposed to arrive from Wed-Fri. It arrived Saturday and I lost the occasion to give it as a gift.
No replacement: I got the bag damaged and when I contacted the support they told me that im i have to make a new order and return this one! However, the bag price already increased arround 20%. So, who should pay for this? Certainly, me because they son’t do replacement!
Horrible support: Julie from the support answered me, and when i explained the situation and that this is going to cost me additional money. She told me this is the process and closed the chat, although I asked for official complaint!
My money on hold: I bought a gift card and bought this bag, but now because it’s damaged, Zalando will keep my money till they get my bag which will take additional week!

Overall: horrible support experience, delay, and my money is on hold!

My account was blocked and they were unable to present any reason why. All they told me that the decision is "final". Terrible approach to a customer with >10 years of purchases (and little to no returns).

I have been a very loyal customer for many years and I am aslo a Plus Superstar member (Premium customer service is supposed to be a benefit of this level). I was very happy — until today. I needed to contact support over a minor issue, and I couldn't believe that a company this large could have such awful service in this day and age.
​The agents either ignore answers and provided information or simply leave the chat whenever they please. In one instance, I had just started typing a response when the agent disconnected, saying, "It looks like it’s taking a while and you are no longer there," after only like 15 seconds. Or they just give absolutely senceless for the contest anwsers. I spent a significant amount of time cycling through five or six different agents.
​I came here to leave a review because I didn't receive any follow-up emails or post-chat feedback options. I was shocked to see a 1.5-star rating, but after today's experience, I completely understand why. And it looks like our oppinions do not matter.

On 10th February, someone from Finland accessed my husband’s account without authorization and placed orders using his Zalando gift card balance. Although a notification about suspicious activity was sent, it arrived too late — the order had already been processed.

When my husband contacted customer service, he was informed that he needed to file a police report before any refund could be issued. This process was stressful and time-consuming, but he complied. After almost two weeks, the amount was refunded in the form of a gift card.

Shockingly, the exact same fraud occurred again. The same person placed another order to the same address, using his balance once more. This clearly shows that no effective security measures were implemented after the first incident.

What is even more unacceptable is that Zalando is again requiring another police complaint instead of properly securing the account and taking responsibility. Customers should not have to repeatedly go through legal procedures because of weak account protection.

For a company of this size, we expected much higher security standards and better customer support. This experience has seriously damaged our trust in Zalando.

I returned a package with one blouse to Zalando. After three weeks, my refund was still not processed, so I contacted customer service. First, they told me they had not received the package and advised me to contact DHL to find out where it was.
After I sent them official proof from DHL that the package was successfully delivered to their warehouse, they came up with a new excuse — claiming that they only received part of the items and that one item was missing.

This is completely illogical, because this order 10103678187163 and this return package contained only one item. How can you receive “part of the items” when there was only one product in the parcel?

This is definitely my last purchase from Zalando. Within one month, I experienced two serious problems that cost me a lot of time, stress, and nerves. Customer service is terrible. I honestly don’t know what is happening with this company lately, but someone seriously needs to investigate these practices. This feels like fraud.
I also reported this case to the police and opened an official dispute with PayPal.

I decided to leave a review bc I’m surprised by the amount of negative reviews over here. It’s not always impeccable but I prefer zalando over any other online shop for how reliable they are, for not using some crappy non-courier services like dpd or ups. Yeah, sometimes I find someone’s used tissue in the pocket but we all are people, aren’t we? So who will throw the first stone. 😅 Wish Zalando to keep working and striving for the best.

my order had 1 item missing, one used without label and smelly which is completelly illegal to sell second hand as new. they refused to refund me missing one and they refused to refund the returned one ( I have video proof and post confirmation they delivered back to zalando).Zalando claims fraudulently they did not receive it so refuses to refund me. stay away! we have made appeal to police of course and international law consumers! they are total fraude and their agents will leave chats, give you autmatic responses etc. do not buy from them!!! they are conducting an illegal activity!

After 10 years of being a loyal customer. I will never buy from them again. I do not recommend them to anyone!
They have made me pay twice for the same item even after supplying them with signed legal documents and filed a police report for the missing item. They have sent an imcomplete order and they still required me to pay gor the missing item. Issue has been going on for 1 month. Theor customer service are not solving anything.

I sent them the returned goods with their label, I went to the post office and sent it, took the receipt, but Zalando says I didn't send anything, they don't care about the law, I am extremely disappointed and have already regretted 1000 times that I sent them back the order I made. For the future, know that they don't care and they are not responsible for what they send you. If the clothes don't suit you and you want to return them, it's better to sell them on the secondary market or give them to someone, otherwise you will have neither money nor goods.

Guys never order from this site.

They invented a new "feature" - returns with a QR code. So we ordered a product from their site, then we tried it and it didn't fit - we generated a return request, but QR code was not generated, then when we tried to re-generate return - it didn't let us as return request was generated and I was not able to cancel it or pay for it. Their support is absolutely useless, trying just to skip conversation and throw client out from the chat. This is the worst ever experience and I will never order anything and not recommend to order from this site to anyone if you don't want to face problems. Now I got a message from Collectors that I have to pay for these boots + % - I tried to explain them that issue is not on my side, but happened in their useless and buggy application - nobody wanted to help. Their application as for me is a lowest possible level of implementation (saying as a software engineer with 15 years of experience). Shame on Zalando for blaming their clients and don't willing to help to resolve problems happened on their side. Absolutely unreliable company.

Fraudsters don’t even respond when items come defective or different from the picture. My order 10103670403803 came with a 70 euro skirt that is nothing like in the pictures and is completely transparent in a way that I could never wear. For 80 euro that’s what I get!

And now they won’t respond to my emails for over 2 weeks and I’m seeking legal action. I won’t let them take advantage of me.

It’s upsetting because they were my favorite store and now I see trust pilot and more people suffering with their scams and bad support. I can see it’s their downfall and I’ll never buy there again and will let everybody know that they’re no longer reliable. Shame on them.

I have sent a pair of shoes back because they were too small. Now Zalando sends me letters and e-mails that i need to pay for it. I want to clear up the misunderstanding but they literally don’t have an active e-mail address, they never answer the phone and there is no costumer service. I have no other choice but to pay for something i already gave back. And this happened to me not just once but twice already. If Zalando is legal why don’t they have an e-mail address and a phone number where we can speak with somebody?

I made a Black Week Order. The package had a whole. 3 Items missing. I sent various emails with photos, legal statement. I called customer service twice. UK and German one. Now I got a payment reminder. Send an email again. Being ignored. Will not order ever again! Do not recommend!

very rude customer service when they made a mistake with my order

I always have good experiences to order stuff from Zalando. Sometimes the garment that I ordered came with a bigger size. I think they need to improve about AI sizing assistance. But with the policy of Zalando. I could just return and order the new one in a smaller size. After return, I got money back on my bank account in 3 days immediately. I am satisfied.

I am sharing my experience to inform other customers.
The jacket was advertised as having a 100% down filling, while the label on the delivered item states 70% down and 30% feathers.
My concern is not the product itself, but the misleading product description.
Customer service only offered a return, with no alternative solution.
Accurate and transparent product information is essential for informed purchasing decisions.

Missing parcel - no customer care given - no investigation.
Zalando then sent me an invoice with a late payment fee added.
Will never purchase from Zalando again!