Zalando Reviews 

Unfortunately, you can not trust them anymore.

I have never received the order or the refund for my order #10201202329584. The DHL links they sent me have never updated. All I keep hearing back from customer support is "it's totally on the way", and then the delivery date is being pushed 3- 4 days forward. It is not on the way; it's been almost a month.

In my last two orders from Zalando, the customer support was abysmal. I used to shop here because you could trust how they handle issues and returns, but not anymore.

Edit:
A month later, they admitted that the parcel was lost. No apology, of course, about that.
Now, from two articles in the order, they are trying to refund the cheaper one (7 euros) that was delivered, instead of the expensive one (80 euros) that wasn't. Can't you read, Maria Cashian, customer support, or are you guys so broke you need to steal money from customers in any possible way?

I order 5 pack short for my son I recived only 1 stuck! Its just an absurde waiting paying money then you call klantenservice they put yiu on hold more then 1 hour !
Is so bad ! Not recomended !

Horrible company and I will never order something at Zalando. Received a damaged and open shoe box with one shoe missing and returned a shirt back but never received my refund. Called and emailed them but they do nothing. Really horrible customer service too who hangs up on their customers!

They sell fake new balance shoes for 130 euro it is all 1 big scam.

They sent me lipstick set Kiko brand but it has opened before and used! Return for a refund is slow

They didn’t deliver my order for over a week and then casually admitted it was “missed.” No accountability, nothing. When I asked for a refund, instead of fixing their mistake, they dumped the work on me: a detailed form to fill out with every single item and size. And it gets worse - you actually have to find a printer, print it, sign it, because they don’t even accept a digital signature.

No apology. No empathy. Just a cold, bureaucratic “deal with it” attitude. It honestly feels like they’re saying: if you want your own money back, go jump through hoops and don’t expect any help from us.

Tried logging in a few days ago (after several weeks), only to find out my account was permanently blocked. There was no prior warning mail or any form of correspondence to inform me of this decision. When mailing customer support, I was told that it was done "for safety reasons".
No solution was given to unblocking it/retrieving my account. The solution they provided was to "just make a new account". Bold of them to assume I have a different e-mail or that I will be making a new e-mail just to shop with them. They did also warn me that making a new account with this e-mail will result in that account also getting banned.
I've had an account for several years, my history is there, as well as my loyalty points. But I guess customer loyalty only goes one way.

This review is for Zalando in Greece. I received an item the wrong size and although I had created an account on Zalando to place my order, any information on my order has disappeared from my account,along with any option to return it. I browsed around the website to find customer service info, a phone number or anything but there really were no options available. Never ordering again!

After being paid member for 10 years, today I contacted customer service about my membership reward that didn’t get restored after the order was cancelled. And what I got was basically a spit on my face from 10 different customer service representatives, lots of “tough luck, it’s your own fault”, some false hopes, and all of them couldn’t be bothered to offer a solution, and my reward is still gone without me actually using it. This is how they treated their loyal customer, make of that what you will.

Very disappointing experience with Zalando.

I placed an order and paid immediately, but the items were never delivered. Instead of resolving the issue, I was told to simply place a new order, while my money is still being held.

This feels highly unprofessional and unfair towards the customer. You would expect a company like Zalando to take responsibility when something goes wrong, rather than shifting the burden onto the customer.

I strongly recommend thinking twice before ordering here. Paying without receiving your order and then having to chase your own money is simply not acceptable.

their support is buried in their website and poor. bought a pants 32x30 but receive a 30x32 and the right one went out of stock. and had a horrible exp return it. bs webshop. try to avoid

The wrost client service ever , it is to easy for them to just hang up the line plus they always say we didn’t receive the return trying to scam people NOT RECOMMEND

Been using Zalando for almost 10 years now. Never had an issue with them. So i'm a bit taken a back by all the bad reviews on trustpilot.

I was very upset, returned the goods, provided a receipt, filled out a declaration, but they refused me even though I have all the confirmation photos of the packaging and so on. I do not recommend this store.

Ordered from Zalando and never received my package. The courier claims it was “delivered to the neighbours,” but none of my neighbours — or even surrounding ones — have it. So the package has effectively vanished.
Zalando takes zero responsibility once the courier marks it as delivered, even when there is no proof and no actual delivery. As a customer, you’re left chasing a ghost package and wasting time instead of getting support or a refund.
If you value your money and your sanity, think twice before ordering.

The lady named Mellisa or Melisa, she is very kind and when i mean very, she is extremely kind and she helped me so much to check all of my orders and how she could help me to receive a return as in short my return package to them has dissapeared. She is very patient and she listened to my story and my whole situation of what I had to say and what happened. She told me not to worry and hopefully it would be resolved and also emphatized with me. Despite, me seeing the bad reviews of Zalando or their customer service I wanted to say that I am so glad to have this kind lady on the phone with me and I hope that all of you would also be able to have Mellisa/Melisa on the phone with you to help you.

I received a jacket that was clearly used and previously returned. It had no tags and there were items left in the pockets (tissues and a ski pass from last year). This is unacceptable and shows a lack of proper quality control. I expected to receive a new item, not something worn by someone else. Very disappointing experience.

I was a loyal Zalando customer for years, ordering almost every month. Over two years, I had two serious problems. The first was a faulty item, which they refunded. Fine.

The second ended my trust. I ordered several items, including a second hand Levi’s jeans. The jeans never arrived. Customer service told me after their “investigation” that the item was packed and must be with me. It was not. They did not believe me. No refund. No apology.

After years of regular shopping, this was their response. I stopped shopping at Zalando for over a year. I do not recommend them if trust matters to you.

Really don't understand where came from all these bad reviews. Good company, can recommend it. I made here 3 orders and they were all good. Good price and fast delivery.

I have always had a great experience with this website and its customer service.