Zalando GmbH Reviews 11,126

I sent them the returned goods with their label, I went to the post office and sent it, took the receipt, but Zalando says I didn't send anything, they don't care about the law, I am extremely disappointed and have already regretted 1000 times that I sent them back the order I made. For the future, know that they don't care and they are not responsible for what they send you. If the clothes don't suit you and you want to return them, it's better to sell them on the secondary market or give them to someone, otherwise you will have neither money nor goods.

Guys never order from this site.

They invented a new "feature" - returns with a QR code. So we ordered a product from their site, then we tried it and it didn't fit - we generated a return request, but QR code was not generated, then when we tried to re-generate return - it didn't let us as return request was generated and I was not able to cancel it or pay for it. Their support is absolutely useless, trying just to skip conversation and throw client out from the chat. This is the worst ever experience and I will never order anything and not recommend to order from this site to anyone if you don't want to face problems. Now I got a message from Collectors that I have to pay for these boots + % - I tried to explain them that issue is not on my side, but happened in their useless and buggy application - nobody wanted to help. Their application as for me is a lowest possible level of implementation (saying as a software engineer with 15 years of experience). Shame on Zalando for blaming their clients and don't willing to help to resolve problems happened on their side. Absolutely unreliable company.

Fraudsters don’t even respond when items come defective or different from the picture. My order 10103670403803 came with a 70 euro skirt that is nothing like in the pictures and is completely transparent in a way that I could never wear. For 80 euro that’s what I get!

And now they won’t respond to my emails for over 2 weeks and I’m seeking legal action. I won’t let them take advantage of me.

It’s upsetting because they were my favorite store and now I see trust pilot and more people suffering with their scams and bad support. I can see it’s their downfall and I’ll never buy there again and will let everybody know that they’re no longer reliable. Shame on them.

I never had a problem, until now. Apparently, Zalando has A LOT of problems. The head has no clue what the tail is doing, vice versa. The customer service is completely incompetent. It's a service centre either in India or in the East. Emails are replied by one person with many names, or a dozen people with no clue what is going on. A retoure is lost, so it's my problem? You are sending me reminders for something I do not have. I've sent them the photos and proof, and they keeping coming back with same replies. Please stop harassing me, and the other honest customers! Check on your side, diligently, and find out what is going on. In my case, go check Zalando Falsche Lieferung Department! That's where the retoure label states! I am also blocking you, because, to get in touch with someone from your side, is a nightmare! But! To get in touch with me is all too easy. So go figure.

Unfortunately zero stars is not even an option. My last order was a complete disgrace: one item arrived used, defective, without a label and smelling of perfume; one item was fine, and one was missing. I sent the legal statement immediately, from the very first moment, yet they kept demanding it again and again, sending the same pathetic and obviously fraudulent emails on repeat. After I sent the legal statement (again), they suddenly “checked everything” with the post office, the warehouse, and whoever else, and magically concluded that the parcel had arrived. I never claimed the parcel didn’t arrive — I said an item was missing. They ignored this completely and continued spamming me with the same nonsense. We have now reported them to the authorities. And this is how they treat long‑time loyal customers. It is unacceptable, unprofessional, and borderline illegal. No wonder their reviews are terrible. Once this case is closed, we are absolutely done with them.

I have sent a pair of shoes back because they were too small. Now Zalando sends me letters and e-mails that i need to pay for it. I want to clear up the misunderstanding but they literally don’t have an active e-mail address, they never answer the phone and there is no costumer service. I have no other choice but to pay for something i already gave back. And this happened to me not just once but twice already. If Zalando is legal why don’t they have an e-mail address and a phone number where we can speak with somebody?

I made a Black Week Order. The package had a whole. 3 Items missing. I sent various emails with photos, legal statement. I called customer service twice. UK and German one. Now I got a payment reminder. Send an email again. Being ignored. Will not order ever again! Do not recommend!

very rude customer service when they made a mistake with my order

I always have good experiences to order stuff from Zalando. Sometimes the garment that I ordered came with a bigger size. I think they need to improve about AI sizing assistance. But with the policy of Zalando. I could just return and order the new one in a smaller size. After return, I got money back on my bank account in 3 days immediately. I am satisfied.

I am sharing my experience to inform other customers.
The jacket was advertised as having a 100% down filling, while the label on the delivered item states 70% down and 30% feathers.
My concern is not the product itself, but the misleading product description.
Customer service only offered a return, with no alternative solution.
Accurate and transparent product information is essential for informed purchasing decisions.

Missing parcel - no customer care given - no investigation.
Zalando then sent me an invoice with a late payment fee added.
Will never purchase from Zalando again!

I placed around 15 orders with Zalando between 27 Nov–1 Dec, all promised delivery by 8 December with no delay disclaimer. By 5 December nothing was even packed.

Because I was flying out of Berlin on 10 December, I contacted Zalando more than 10 times by phone and email. Each time I was explicitly reassured that my orders would arrive on time, and I was even told express shipping was unnecessary.

Despite this, Zalando combined my orders without consent, causing major delays. Nothing arrived before I left. The parcel was delivered after my departure, left with a neighbour, and I incurred extra costs (baggage fees, Uber, last-minute replacement gifts) and lost my return window as I’m outside Germany for over 30 days.

Misleading delivery promises, repeated false reassurances, and no accountability. I would not trust Zalando’s delivery dates or customer service if timing matters.

Extremely poor customer service and unresolved delivery issues

I ordered two items from Zalando.de. Unfortunately, both deliveries turned into a mess:
• First item: delivered to the wrong address. A few days later, after I filed a complaint with DHL, the courier came back and admitted the package had been left on another floor by mistake. Only then was it recovered.
• Second item (sneakers): never delivered at all. DHL claimed they “couldn’t find my address,” which makes no sense considering one package eventually showed up.

It has now been over one month, and I still haven’t received a refund for the missing item.

I contacted Zalando multiple times via email and live chat. Every time I’m told “we’ll contact you by email” — and then nothing happens. No updates, no resolution, just endless delays and copy-paste responses.

This experience feels like customer support designed to stall, not to help. For a company of this size, this level of service is unacceptable.

If you value your time and money, think twice before ordering.

I made an eur 2k order on Black Friday. After one week it was not sent out. I called customer service and the next day the order was cancelled. They told me that at least one item in my order was not available, therefore the whole order was cancelled and nothing can be done about it. Very annoying - I spent at least an hour creating that order to save some cash on the deals.
Learning: Make separate orders next time and don't trust Zalando to be reasonable.

Did not get the order, it was automatically returned without any information. No refund either, no way to contact from website. Absolutely horrible

Last year I purchase the Zalando Advent Calendar and was sooo happy with it. This year, did the same thing, thinking I would recreate the joy...there was no joy. After taking a sneak peak, I noticed missing items. I notified Zalando about it and after a week, a miss understand that my refund is made by customer service and I have nothing to complain about 🙄 only to point out multiple times it is for another item, only to be told today that I should return the item, wait for them to investigate than a return would be made giving the outcome of findings. Like no, the inconvenience is not worth my time or effort after the last weeks worth of chaos. Will just stop buying from them all together.

Zalando a perfect example of scammers. They practice an ideal irresponsible and toxic business conduct.

Top excellent amazing customer service

My Vivienne Westwood necklace arrived in a flimsy, oversized, squashed cardboard box with no protective packaging whatsoever, so it was unsurprisingly completely broken into pieces on arrival. The returns label didn't work, and customer service was nonexistent. I had to open a PayPal claim and pay out of pocket to return the item. Despite the tracking clearly showing that the delivery was attempted, they didn't accept the returned parcel.

I’ve now spent months going back and forth on PayPal trying to get my refund — something that should have been issued immediately given the condition the necklace arrived in. I purchased the item in July and it is now November. Zalando DE keep lying saying they never received the return, when really they just chose not to accept it. I still don't have my money back and it wasn't a cheap item!

I will never order from Zalando DE again and I strongly advise others to avoid them like the plague!

An unfortunate case of irresponsible business conduct in 2025:

In October 2025, I purchased a black watch from Zalando, with the agreement that it would be delivered on November 3rd. Unfortunately, the promise was not kept – the product never arrived.

Zalando (Lounge) knew this was one of our essential purchase agreements, but they failed to do so and therefore showed no responsibility whatsoever. Despite several rounds of communication with various customer service teams, the company resolved the issue carelessly, even though the lost or incorrectly placed order was the customer's fault.

On November 5th, a customer service representative replied: "You can return the incorrect item. The amount paid will be refunded immediately upon receipt of the return."

The refund was rejected on November 12th by a different customer service representative.

By the third round of communication on November 13th, I had sent the email with the refund agreement to the customer service team, which was rejected on November 17th – without giving a reason.

What's most disappointing is not only the lost product, but also Zalando's irresponsible and inconsistent policies. They make promises they don't keep and take no responsibility for failing to honor the agreement with their buyers.

In short, the way Zalando handles the wrong/missing product demonstrates a lack of respect for customers' trust and time, as well as their own legal obligations. I hope they use this as a reminder to improve their service and responsibility.