Zalando BE Reviews 1,298

In spite of having had positive experiences with this company, I am now giving them 1 star, because of the fact their gift cards can't be used for certain categories of articles.

This is, extremely, incongruous monkey business.

I never had a problem ordering from Zalando all these years & returns were hassle-free but in autumn 2023 everything went downhill.

It all started with some returns that were processed but not refunded because apparently they have a problem with refunding payments made via Bancontact all of a sudden.

They never communicated these issues to me via email or any other form of communication, I only discovered what transpired after checking my bank statements. They always admitted there was a problem refunding my money because they did not have my bank account details (given that I paid with Bancontact each time online) but they never thought to notify me - more than happy to accrue the money had I not raised this valid issue to begin with.

The customer service agents can be a complete hit or miss whether you use the webchat or email functions. Some of them are genuinely helpful & will follow up by contacting the appropriate department (e.g. accounting) but others just hang up on you or tell you to "wait".

After more than 3 months of going back & forth with 7+ emails sent waiting for 5-10 working days before each attempt to check whether the money has been refunded to my bank account I finally obtained my refunds for my returned orders through sheer persistence.
Unfortunately, after these experiences I will not order anything from Zalando again, which is a shame because I always liked their swift deliveries & large collection at different price points (although this too seems to be declining).

The package was delivered in 2 days at parcel locker!

I've had an eye on a pair of boots Nero Giardini that cost 229 EUR, and I even saved them in "Mes Favoris" in my size. So, when I saw that I could benefit from a 20% reduction, I quickly ordered them. However, when I was asked to pay, I saw that they were at the original price. I took contact with Customer service and asked them at which point I would benefit from the 20% reduction, and they told me that the reduction was only for one size of the boots. I explained the situation and even offered to share the screenshots that show the change in price.
They refused to respect the new price. This is a perfect example of "publicité mensongère" or the mispresentation of pricing known as "publicité trompeuse". I'm very disappointed with Zalando as I've generally been happy with their service. However, they've lost me as a customer and I'll be raising a complaint via SPF Economie.

Extremely poor service where they sent the goods to the wrong address and then refused to assist in addressing their mistake. A complete lack of service with slow customer support that only sends generic cope paste responses and never engages with the facts.

The trouser is rubbish: the tissue is disgusting, the size is not for humans, the quality is horrible... and now they tell me I have to send it back to China at my expense... TOTAL SCAM

I have used Zalando in the past without issues, but now I won't be using it anymore. A month ago I wanted to order some makeup with a gift card I got. But it didn't work. Then they told me gift vouchers only work on clothes and shoes now, which wasn't the case in the past.
I really don't like this decision and I don't get it. Why would you give your customers the option of using a gift card, when it is only usable on certain items??
I only used Zalando for buying makeup or jewellery with gift cards, but now I won't be using it anymore.
They also didn't state this anywhere when you buy a gift card, it's only in the general conditions but nobody read those! So be careful!

I've been ordering from this website for years now. Was really happy because of their service "try first, pay later". Never missed a payement or returned anything damaged. They recently stop allowing me to use their facturation service cited above. Tried to call them a few times to understand and no one wanted to explain me why. The only reason why I was using this website was this specific service only they offer. Will directly buy from the official brand from now.

After ordering two pairs of shoes and indicating that I want to pay with gift vouchers, I returned one pair of shoes. Instead of taking the gift vouchers for the shoes I kept, they put back the gift vouchers in my account and send me an invoice. Forcing me to spend those gift vouchers again in the future which was not my intension. Nowhere in their policy there is a clear indication on how the processing of gift vouchers is handled. Don't put your money in gift vouchers, you are not sure how and when they will be used.

The only reason why I put 3 stars is really good prices, this is what makes me use this product and why other people will use it, although as noted earlier the level of protection of this platform is far from ideal and it is worth thinking about it yourself.

I was a client sinds the beginning. Unfortunately not anymore! Zalando is zo slecht geworden! My account was hacked in December last year. Luckily I noticed it on time. But people can literally just change your address without confirmation or anything.
How ever, now days I have to pay before I can try the products. I had en tegoed bon en die mocht ik niet echter af gebruiken. Dan wou ik mijn account verwijderen. Dan moet je 100dagen wachten om dat de kunnen doen. The people at their costumer service ware so rude! And asking me to wait to answer my question after waiting for 20min they just hang up! Well Zalando was good but not anymore. So im saying goodbye to them!

I am extremely disappointed with my experience ordering shoes from this company. On four separate occasions, they sent me the wrong shoe size. The amount of time wasted in receiving, trying, and returning the incorrect items was excessively long. It is evident that there is a significant lack of organization within their warehouse operations.

Furthermore, when I requested an expedited delivery as compensation for their repeated errors, they were unwilling to accommodate my request. Instead, they offered a mere 10% discount as a token gesture.

In comparison to its competitor, Amazon, Zalando has a long way to go in terms of improvement if they want to compete on the same level. Their current shortcomings are hindering their ability to provide a satisfactory customer experience.

In summary, my experience with this company has left me extremely dissatisfied. I hope they take immediate steps to address their organizational issues and improve their overall customer service if they wish to remain competitive in the market.

Shockingly poor delivery service.

Placed and order 10 days ago and still waiting to receive it.

Contacted their so-called customer support, since delivery was scheduled several days ago.

Their "solution" was to "remain patient" and they were not able to contact the courier to solve the issue.

Last time I use Zalando.

If I could give minus 5 stars I would. I am a long time Zalando customer who have ordered several times before and never had a problem. This time I had a problem and discovered how shockingly disappointing Zalando customer service is! I placed an order for 370Euros / 8 items on 1 May 2023 express delivery. I received an email that my parcel will be delivered between 5 - 8 May. On 8 May I contacted Zalando because B-post parcel status kept saying they await the delivery from Zalando. Zalando apologized and said sorry your parcel is delayed it will be sent off in 2 days. Now on 12 May, still no parcel - I contacted zalando again. Today I'm told sorry your parcel is missing and suddenly my order is also cancelled. Then I'm told just order the same items again if you still want them. (so fork out another 370Euros!) I asked to speak with a supervisor and was told NO! Supervisors don't speak to customers. Zalando you messed me around for 2 weeks and you took 0 initiative to follow up my first complaint. You never asked me if I want my order cancelled - you just cancelled it. Now I see in my zalando app you have REMOVED my entire order history!! Like I have never ordered from you before. What games are you playing? ON TOP you say I must wait 2 more weeks to be refunded. This is terrible customer service! What happened to you? Are you now scamming your customers?

Bad bad and once again bad service!
Requested a quick service (day after) have to pay 6,90).
They are so false!!!
They add around 19.00 my clothes are delivered and my partner going to look and there is nothing delivered, it was only there 2 days after.
Calling the customer service, still need to pay 6,9€ nothing to do about it.
Rip offs! Never buy there again! 🏴‍☠️

The accounting constantly sends payment requests for outdated and processed orders and payments that were dealt with in the same hour of the purchase!

If it was once or twice, okay I get it, it's a mistake, but I've had to email them about at least 4 orders where I received confusing and conflicting information that I still owe parts of or entire payments for various orders.

Its way more hassle than it's worth with all the back and forth emailing to clarify an issue of their own doing.

Zalando commercial tricks are getting out of hand! They are really destroying their reputation each day.

Very good and fast delivery.Good quality products for a good price.

I tried to buy a pair of sport shoes and they sent me the wrong colour twice. The second time round I kept them which was probably a good decision as they have not reimbursed me for the first pair which I returned by post, they claim they have not received them.
Won’t be buying anything else from them any time soon.

I have been buying things at zalando for a few years now. Never had any problems, even when returning things. I certainly recommend them.