Zalando Reviews 

Suddenly they've reactivated 6 old invoices, stating that I owe them thousands of Swedish kronor. The invoices were paid back in 2022 and 2023, so this is either a bug or a scam. When contacting the support it is like they're not reading my message, but just giving me some generic answer about my latest invoice, completely disregarding the 6 old invoices. If this is not just an isolated incident, it is obvious that some customers will have paid some invoices twice. It is inevitable. So is this a scam or a bug?

Update: Zalando informed me that they are aware of the bug that brings back already paid invoices, and that I can just ignore them. To me it' baffling they've yet not fixed the bug. There must be confused customers that pay twice. The question is, will Zalando pay back by default?

I’ve been a loyal Zalando customer up until now, but this experience has severely shaken my trust.

I ordered several items, but when the parcel arrived, some shirts were missing. Additionally, there was no delivery slip included in the package, which is normally the case. Without this slip, I had no way of verifying what was actually delivered.

When I contacted customer service, I was simply told that according to their warehouse, all items were packed and shipped correctly. There was no willingness to take my report seriously or to investigate the matter further. How am I, as a customer, supposed to prove something is missing if there’s no delivery slip provided?

Instead of a solution, I received a blanket denial. No refund, no investigation, no goodwill. It feels like I’m being left alone with the problem – even though I’m acting honestly.

I’m very disappointed in Zalando. This experience reflects poorly on their customer service and makes me seriously question whether I will order from them again.

I’m extremely disappointed with Zalando’s customer service. I received the wrong item in my order and reported the issue within 30 days, as required by both Zalando’s own policy and EU consumer law. Despite this, they claimed I didn’t contact them in time — even though I have clear proof of communication.

To make matters worse, they refused to resolve the issue and added a reminder fee for an order that was still under dispute. This goes directly against the Swedish Consumer Purchase Act and basic principles of customer care.

I’ve now filed a formal complaint with ARN and will also report the case to the European Consumer Centre. For a company of this size, I expect far better treatment and respect for legal obligations.

Shop with caution — especially if you expect fair handling when something goes wrong.

Ordered under pants twice and got returned before they arrived, two times.
This is really bad service, and no info about my order on why it got cancelled, or if they will send it again or when I will get a refund for both of my orders.

Horrible experience ever, I bought 10000kr products, I never received the product and to take my money back I have to go through hell and still waiting.

Aleksandra from Zalando customer support was absolutely horrible. She refused to tell me that I couldn’t return through instabox (which Zalando had told I could but now wasn’t working) yet she didn’t give me a solution. She quit the chat on me with the “I haven’t heard from you in a while so I’m closing the chat” message in the middle of the conversation. Should be illegal😠 JAIL!!!! My blood was boiling. Aleksandra should NOT be working with customer support.

I made 3 orders with Zalando in the past year. They are amazing! I ordered shoes, because there are no good shoe shops in my town. I ordered "too many" on purpose, to try different brands and sizes. Kept 1 or two pairs out of 3-6 pairs I ordered. The delivery was quick, the return easy and also quick, the refund money came back to my account within a couple off days. Perfect! Thank you! Will order more.

Since March 2025, everything has turned into complete chaos – I placed an order, made the payment, but after four days, I simply got a refund without any explanation as to why this happened. The worst part is that the information about the items I ordered disappeared completely, so I couldn’t even repurchase them. I ended up wasting time selecting products for nothing.

Still, I trusted the platform and made another purchase – but again, nonsense: half of the ordered items were not delivered (they refunded the money, but I needed the items!).

And one more frustrating thing that started in March 2025 – the estimated delivery date no longer matches the actual delivery at all, and Zalando’s response was that it’s only a “preliminary date meant for us, not for the customer.”

It’s really unfortunate how much the service has deteriorated.

I recently placed an order with Zalando, choosing them over other e-commerce retailers because I believed they were a reliable company. Unfortunately, my experience has proven otherwise.

My order was missing two pairs of shorts, yet Zalando insists they were scanned and included in the package. But how do they ensure items are actually packed before sealing the package? Clearly, something went wrong between scanning and packaging, because I paid 648 SEK for air.

After receiving a dismissive response from customer service, I started looking at reviews on Trustpilot, only to find that this seems to be a recurring issue. Many other customers report the same problem—missing items and a lack of proper resolution.

Zalando’s handling of this situation has completely destroyed my trust in their brand. I will be reporting this to consumer protection authorities and sharing my experience on social media to warn others. I frequently shop online and have never encountered such poor service before.

Zalando, you need to review your processes because, as it stands, your business practices resemble a scam.

Avoid shopping here.

/Peter

We had an issue with the return/payment. They finally figured out and paid it at the end after 2 months. and this happenned only after publishing the incident here with details. otherwise not quite possible to get info from them.
Lost the charm for me with also inconsistent pricing policy in general..

I am following back them for almost one month to get my refund back. They promised to refund, and refunded the wrong amount. Then I needed to follow back to receive the remaining amount. Now, I dont know if they did the same mistake before with my old shipments?

HORRIBLE!
They stole my money!

I sent back some items as a return. I got a return label and it states on the return label that the package was in fact returned successfully.
Zalando got the package but they are still refusing to refund me my money.
They wrote to me that they didnt get the return package even though it states on postnords tracking link it was returned to them!!

Zalando is lying even though there is proof from postnord tracking link!!

This company is running a huge scam!!!

The app is the opposite of user friendly, it doesn’t show any information regarding the open invoices. When you return the products they make it very confusing with the updates of the payments and there is no info in the app, so it is very hard to keep track of what is left to pay, they don’t send an invoice but just mention the new open balance in the text. But then one has to write down what was for which order number to actually see if there is stuff left to pay. It happened to me twice now that they sent me a reminder with 60 kr extra to pay for invoices of like 300 kr which I thought I payed and I would if I knew I had to and things were not that confusing. The invoices are also separated if they send some stuff from their partners, so that makes additional trouble. Doesn’t help to have discounts if this happens at the end. Very disappointed and will not be buying from them again.

I ordered 3 items that was to be shipped in 2 packages. One arrived on time but I got an email that the other would be delayed. Eventually I asked when it would come and they said its already delevered eventhough the shippingcompany said they havent even collected i from Zalando. Now im trapped in and endless emailing with the extremely unhelpful customerservice, I wonder how the payments will work on this one..

I am really disappointed with Zalando’s customer service. One item was missing from my order, and they proceeded with a refund so I could order it again. However, the new shipping cost became my responsibility. When I insisted that the company should cover that cost, the agent simply closed the chat. Very, very poor customer service.

I'm happy with Zalando Sweden. I've received faulty items a couple of times, but that's something that I always expect when ordering online. When I am not sure about my size, I order two sizes and return the one that doesn't fit. I always pay with faktura and never had issues returning items and getting refunds. The delivery is usually fast. I've saved a lot of money buying from zalando.se and would recommend it. Please note this review is not for zalando lounge.

Very bad browsing experience, hard to find what you want. The 'sport' menu is the most non functional, when asked for cycle shoes you get nice shiny shoes for the office. Unclear what is shipped from Zalando or third party. Logistics is good though

Don’t understand all this negative comments, I order from Zalando many years and I cannot remember single problem. If something doesn’t fit, u can send back very easy, I love Zalando.

I received my packat within 24 hours. I really appreciate that you seal cosmetics/ hygiene articles. It feels better knowing I won’t be getting an opened/ used item that was returned by someone else. Thank you

Every time I order from them it’s the same exact experience. Just horrible customer service, if you can even call it that. Every order has to have a wrong item sent. Their Customer service team finds pleasure in being rude and uncooperative. The fact that you can’t review products or their service on their website is just proof of their inadequacy.