Zalando BE Reviews 1,298

the order contained bunch of small and large items for presents. there were make up items and they were not properly packaged nor a 'fragile' sticker on. when opened the makeup items are already damaged and spread among other products. I report it to customer care on chat who asked for pictures on an email and disconnected. Sent pics, got a reply saying they cannot open so need them in a pdf. Sent the PDF. Then I get a reply to fill in an "online form" with a link. The link is not any form, it's just the FAQ page. I write again and still get sent the FAQ page AGAIN. I contact chat support, the person says need full name for verification even though he/she/it can see all the previous interactions. Says its a "standard" verification. I asked why was there no verification in previous 5 attempts I tried to contact you. No answer. In the end still says fill in the form and disconnects the chat. I'm with a box full of damaged goods of ~150 euros. The first part of the delivery was stolen because postman left it in a unsafe place, no resolution for that either. In total the order value was about 240 euros. Zalando customer service did not give a crap about looking into it.

Terrible customer service. They are constantly sending me emails that I have to pay for an order I paid in March. The problem is that they refunded me money for wrong order and even though I explained the whole situation very carefully they don’t understand anything. I wouldn’t complain bc the missing difference is only 5 cents but it’s ridiculous that they keep asking for the payment. Huge problem is that I don’t have a contact with one person but every time with someone else. That’s very unprofessional bc they can’t follow up with emails and they ask all the time same questions. It also not possible to reach team leader/manager. I hope thanks to this complain someone responsible contact me and I will be able to end this circus.

Order never received, 140€ lost, worse customer experience ever.

No customer service, does not process your returns, do not care for your receipts nor looking into lost parcels or damaged parcels and therefore refuses to refund you.

I wouldn't even give them 1 star.. Basically they are thieves and the website is a literal scam, parcel returned but not processed as return. I send them multiple proof of return and they dare say I haven't returned it, sure bpost just had the parcel for 4 days and I somehow made it to Germany where I stole it and took it back... So now they're forcing me to pay for a return. Whenever I contact them they just say the case is blocked and apparently being the imbeciles they are they can't open it again and they don't know what the proof of return actually is..

I returned a parcel and one item hadn't been processed as a return, I contact Zalando, fill out the legal statement and show them the proof of return and yet they come back saying they didn't find it. Now they're forcing me to pay for an item I returned, I've told them I refuse to, especially giving they're a very very rich company, but they just tell me they can't help me...

Zalando will literally steal from you.

I've made a first order of over 150€ that never arrived and it's been more than 2 weeks that the money hasn't still arrived. While I was waiting for the reimbursement, I made a second order of over 300€. I waited and it never arrived, as it was returned again. During all this time, I spoke to Zalando agents that were completly unable to help. Now I have stuck over 400€ and they keep making me waiting for "investigations". After all this time, no orders and no money back.

It's been two weeks and the shoes I ordered have not arrived. I contacted the customer service because in the meantime, the price has dropped on other sites selling the same shoes, but the customer service don't want to cancel the order (mentioned as "in preparation" on the site) neither apply a discount. I still don't know when the shoes will arrive (if they will). In the meantime, my money is blocked...

Zalando is still owing me 150 euros.
I ordered and sent back two partner items (Giesswein shoes) which were too small. Although I had sent the items back, I had to pay for them plus I was fined a „boete“ for each of them because Zalando considered the return too late (5€ each). Be it as it is, I paid all of it and that was it. However, they haven’t given me my money back for weeks now despite numerous reminders and even though they now have the shoes AND my money. They asked me twice to provide order and payment details, which I sent - still nothing. Will now turn to my “legal trouble” insurance to take care of it. Incredibly bad customer service.

Amazing. I really am shocked how some people are negative!!

After multiple good experiences with this website, my account is locked for some reason (forgotten password). Customer service is terrible and don't provide any solution whatsoever to activate my account again. Even after wanting to prove my identity by sending a copy of my ID. Just be sure to never forget your login details and pray to god you never encounter any problems with this website.

Another customer lost and i truly hope many will follow..

Super service, on paie uniquement ce que l'on garde. Vraiment rapide

Fast delivery (3 days), all items arrived in great condition. Tracking is very accurate.

CANCER COMPANY I bought a Bershka Bomberjacket and they sent me a Champion Cap instead piece,of shiet eshop they played with my ass

I used to like ZAlando (used zalando.be) as their product catalogue is not as messy as Amazon’s and goods were delivered before with no issues. But bad experience in recent 2 purchases to Lux - one returned without notifying me and one lost by the delivery agent (post.be). Seems their customer service system is not monitoring shipments end to end and its up to me as the customer to followup on status after weeks of waiting. After the first delivery fail, I gave it a second chance and ordered again only to have the package lost. I really hope Zalando will find a more reliable partner to replace post.be at least for deliveries to Lux, as the post.be track and trace system is not accurate at all and can be unchanged for days on end with no notice to recipient. Its a pity but till this issue is fixed, its goodbye time for zalando shopping for me.

Orders were cancelled 3 weeks ago, contacted customer service 3 times for the refund.

order: 11001061938632
to refund 207,95 €

order: 11001061890443
to refund 327,89 €

its more than 500 euro they owe me, after 3 weeks, stil diidnt received money back,although in the system all items are marked as cancelled

My package was lost but after contacting the zalando team they contacted the delivery company and helped me find my lost package.

Every time I place an order on Zalando everything goes as planned (or even better) and the products are of a great quality. They offer free fast delivery (I even got my products delivered the day after for free a couple of times). I love that they offer premium brands at a very good price. I would definitely recommend it to everyone! I really haven't had any problem with them so I will continue buying products there.