Zalando Reviews

It is impossible to get in touch with a customer service advisor to resolve issues not listed in their FAQs. They do not respond on social channels either. There is a real issue with giving customer right amount of refunds on returns on a consistent basis. Either they are consciously trying to cheat customers and hide or they have a terribly broken process and should jot be allowed to trade online in Europe if they cannot meet the legal obligations of returns and refunds properly

Avoid at all cost! Got the item I ordered on time, however had to send this back due to size. It's been over 3 weeks now and still no refund. Their customer services team are playing with me instead of trying to be helpful. I'll be claiming back a refund from my credit card company as have no other choice at this stage.

Despite poor reviews - seems nobody reviews when things go right! - and compare all top brands reviews - very similar low scores, order was easy, arrived in time and no issues at all.

Will shop again here.

Took three days to dispatch my order, what a joke!

Fully positive experience, not the fastest shipping and no option to pay more for express but I was in no hurry - trainers arrived in 5 working days. Wanted to offset some of the negative reviews.

Returned trainers to Zalando. Zalando claimed they received used jeans rather than trainers. I queried this and asked Zalando to take it up with the courier as clearly my return had been tampered with. No willingness to investigate. No refund offered. The Hermes tracking number shows the parcel hadn't even been delivered to Zalando so absolutely no idea what happened. Very unfriendly customer service. I'm now out of pocket.

Ordered a Nike golf polo , came within 3 days of ordering free delivery no issues , was a little nervous at first with all the bad reviews but I had a good experience

Really poor, second bad experience from this company. I bought items x3 recently, which were in the 20% off sale. Two weeks later and no parcel. I called tonight and the customer service rep said “oh sorry, problems in the warehouse delivering parcel to our couriers, we will refund you and you can buy again”. I go to buy the items again but no sale. Is it really fair to make me pay full price, no discount because of their warehouse issues? Awful.

Shocking pair of counterfeit Doc's - returned and still awaiting refund - avoid this company!
Did have doubts after seeing all the terrible reviews - live and learn! Will have to take it up with PayPal now.

Oh my gosh I used to think very highly of this company but the customer service is basically non existent. I called three times, I always spoke to the same women who didn't know how to answer any of my questions ands when the website autocorrected my address and removed the house number she said she can't change it but also I couldn't cancel the order either. Very disappointing that a company like this cannot be more helpful.

Nothing short of dreadful, four failed collections and apparently there is not a manager in Zalando who can write or call you. Customer service team cannot be bothered to read the emails, no apology or goodwill gesture to compensate for my time making endless phone calls and sending endless emails nor for my time or petrol when I have to find a parcel shop to send my return.
In short -
Terrible customer service - team can only sense check emails and answer the parts they want to - AVOID.

Fake Dr Martens - (and bad fakes at that!)

Ordered from zalando before, usually ok..but have had one experience of a pair of air force ones turning up with a dent in them that I ended up having to keep because they said I could reorder but despite saying that I couldn't readd the product to the basket..which I told them..they ignored so I ended up keeping. Today, two pairs of air force ones have turned up with scuffs on them and brown marks..form for claims doesn't work..so I rang up. Assistant redirected me to the form which was not helpful. Definitely will think twice about using zalando now. Not sure what to do about the shoes. Very disappointed.

I can't speak for anyone else who have left poor reviews, but my own personal experience with Zalando was brilliant. Bought a pair of Asics trainers that, with a money off voucher, were almost £20 cheaper than anywhere else I could find, and they arrived withing the estimated time frame (which was free delivery too).

Purchased adidas predator football boots for my sons birthday from these clowns. Turned up and before I opened the box I could smell them! Upon opening I found a smelly, damaged used pair of boots with a big hole in the side. These had clearly been worn several times, why the sent them out is mind blowing (but from reading other complaints I now see they’ve done it to plenty of others). Contacted customer services by phone 3 times and they couldn’t care less (return and we’ll investigate) tried the Twitter customer service, even worse! I have followed their return process, can see from the tracking they’ve had the boots a week and haven’t heard a word or had my refund and groveling apology yet. I also submitted a complaint via the webform and got copy and paste replies designed to grind you down and detract you from complaining. I left a review of the product on their website and surprising (shock horror) it wasn’t published - funny that. If I could give them a plus it would be that their customer service avoidance tactics are top notch!