Zalando Reviews 12,875

I returned the order 10504023573370 on 16 January using Zalando's tracked return label with Evri. I was then assured by different Zalando operators on email that the full refund would be raised within 14 days of me handing the return to the carrier according to Zalando's T&Cs.

This hasn't happened and Evri tracking wasn't updated, despite Zalando operators assuring me on email they were "working with the carrier and the warehouse" and I "would be refunded within 14 days of handing the parcel to the carrier regardless of tracking status".

After 14 days, which was already a breach of their T&Cs, and after my chasing for refund, Zalando got me to fill in a legal form and provide tracking, which I did on 31 Jan. Even though this is contrary to their T&Cs which state "You will receive your refund within 14 days from the day you handed over the return parcel to the carrier".

Zalando then gave Evri the deadline to respond by end of 5 Feb, but Evri didn't respond. Anyway this is Zalando's problem and their choice of bad carrier. Yet they are making it mine and it's not legal.

One operator told me this is with Refunds team now and will be finally refunded today. But no email with the refund. No response to my emails in over a week either since I sent in the legal form and tracking. One operator Ann keeps repeating same thing that it's with "Verification team" and put the phone down on me 3 times now. They just keep fobbing me off, if they don't put the phone down.

In the absence of refund I'm going to have to resort to PayPal and legal route to stop this awful experience and Zalando's bad business practices which are against Consumer Statutory Rights and their own T&Cs. There are dreadful reviews for them and still Zalando do nothing to improve. They used to be good but are now terrible.

I made an order for £1500, it was delivered to the wrong address and they refused to refund me for it. I spent three weeks searching house to house to find where the order was delivered! Absolutely disgusting service

My partner ordered me some trainers for Christmas. As these didn't fit we returned them using the pre-packaged returns label. After lots of back and forth with Zalando they confirmed the received the trainers. Unbelievably they have told us they will not be giving us a refund. This is totally unacceptable, I have emailed asking for either a refund or returning the item to us but have just been blatantly ignored.

I always pay after 30 days and all of a sudden the only option is to pay with a credit card
I have nu due invoices, never had, so I don't know why this is
Customer service couldn't help me either as this as a decision of the financial department
For me this is a barrier to shop again because why pay for all the articles and wait for the refund when you have returned the items

I like buying there the sizes are accurate and the delivery is quick you can pay however you want and sending anything back is easy as well

Jeg er meget skuffet over min seneste oplevelse med Zalando.

Jeg købte en vare for mindre end 30 dage siden. Den har været brugt meget lidt og viste sig at være defekt. Jeg kontaktede straks kundeservice for at returnere den og gjorde det klart, at jeg ikke har nogen intention om at beholde et defekt produkt.

Da jeg i øjeblikket bor uden for Spanien, nægter Zalando dog at dække returfragten, selvom varen er defekt. De forventer, at jeg selv betaler for international returfragt for en fejl, som tydeligvis ikke er mit ansvar. Som følge heraf nægter de også at refundere beløbet, medmindre jeg selv dækker disse omkostninger.

Jeg har været en loyal Zalando-kunde og har haft tillid til, at virksomheden tager ansvar, når produkter er defekte. Denne situation føles urimelig og meget skuffende og har i høj grad skadet min tillid til Zalando.

Jeg mener, at en virksomhed af denne størrelse bør stå inde for sine produkter og ikke pålægge kunderne omkostningerne ved defekte varer.

I am very disappointed with my recent experience with Zalando.

I purchased an item less than 30 days ago. It has had very little use and turned out to be defective. I immediately contacted customer service to return it. I made it very clear that I have no intention of keeping a faulty product.

However, because I currently live outside Spain, Zalando refuses to cover the return shipping costs, even though the product is defective. They expect me to pay international shipping for a fault that is clearly not my responsibility. As a result, they are also refusing to issue a refund unless I cover those costs myself.

I have been a loyal Zalando customer and trusted the brand to take responsibility when products are faulty. This situation feels unfair and disappointing, and it has significantly damaged my trust in the company.

I believe a company of this size should stand behind its products and not transfer the cost of defective items onto the customer.

Returned a couple of faulty pants. The complaint was handled without asking any further questions, but upon receiving the refund I realised that I had only gotten 80% of the original purchase price back. The accompanying email did not specify this any further. Upon writing support, I got a reply within a few hours confirming the "mistake" and that I'd get my full refund. Makes me wonder if this is a systematic attempt at cutting costs for refunds?

If I could give it a ZERO I would!

I ordered a parcel as a gift, and it has now been in delivery since 21/01 with no meaningful tracking updates. Despite multiple follow-ups and promises from customer service, including a named representative, I have received nothing but copy-paste responses that fail to address the issue.

Evri provided a case reference confirming a parcel investigation, but Zalando has not taken action or provided any accountability. The lack of communication and responsibility is unacceptable — I would not recommend relying on Zalando for timely delivery or support.

good, arrived on time, courier couldnt find my address

i would not give this a star but had too to write my review, i ordered 2 items from here and i sent back and received a email from these which stated they have received my returns and i will get a refund in 14 days , i didnt receive the refund and i contacted them and they ask me for the tracking number which unfortunately i misplaced but i sent them screenshots of the emails they sent me to say they had received them , i received a email back stating at this time they can not give me a refund so i basically lost over 100£ this company is criminal and i will be taking this further and will be telling my family and friends not too order from these AGAIN. absolutely disgusting company for refunds , the person dealing with this was called Deborah Mutungi

Placed an order and returned as it didn't fit. Was then accused of sending the wrong shoes back. Had to go through credit card to get a refund. Company gives the worst customer experience possible.

I have been shopping with Zalando for many years and have always been satisfied with the wide product selection and overall service. Until recently, I had never experienced any issues.
Unfortunately, the last two orders were very disappointing.
The first order was a Christmas gift for my son. I never received a tracking number, and despite several follow-ups, there was no clear response. As it was the Christmas period, I could not wait any longer and had to request a refund, as I could not leave my child without a gift.
Sadly, the same situation happened with my next order. I waited 10 days for delivery, even though the estimated delivery time was stated as 3–5 working days.
I believe Zalando should take this seriously. Today, customers have many alternatives, and poor communication and delayed deliveries can easily drive loyal customers elsewhere. I hope Zalando will focus on improving delivery reliability and customer service.

Awful service. Under no circumstances use this company. Trust the reviews! Ordered a pair of trainers, a handbag arrived! Followed the EVRI returns process.
Not heard anyhting for over a month. Called them up and they washed there hands of it saying they couldn't trace it even though the return shows on their system. Thieves.

I had an email from Evri saying ‘my parcel was damaged in transit and cannot be delivered’ which is extremely frustrating! I had paid for part of this using a gift card I had received from work which was non refundable - I emailed Zalando who overnight refunded the part I paid and also gave me credit on an e gift card to re order the shoes I had bought! I had a really good experience

Zalando has charged for the same purchase twice, and it is a long process to get the amount refunded. It has taken 2 months so far and the case is not resolved. Now I want to return my item, but it is not possible because it has taken them so long to process the case that the return period has now expired. Incredibly poor customer service.

I wish I read the reviews before I ordered.. I have a great experience with Zalando in Finland,never had any issues,but it’s very very bad in the UK. I haven’t received my purchase,because they use EVRI and they lost it! Every two days they send me the messages that I have to wait few days more .. so after some time they refund me my money back! Such a game..

I bought a fleece of Zalando as a present after Christmas. Unfortunately, when I picked up the item the package had been clearly tampered with and replace with another item, I believe this happened in transit. I can't understand why they use Evri. I called customer services and agreed to send the item back in exchange for a refund. However, after I had returned the item they wrote and said they couldn't offer me a refund as it wasn't the original item, even though I had explained the item had been tampered with. Under the Consumer Rights Cct 2015, the retailer is responsible for ensuring that goods are delivered to the customer in the condition described at the point of sale. After several emails they have refused a refund, and I am following this up with my credit card company. Do not use Zalando for any goods.

Update: I decided to write one final email to them stating the I will make a formal complaint with the Swiss consumer protection department. To my surprise the answered quickly and the next day I received an email saying the refund is on its way. I received the returned funds today. It's a shame that it took many emails and phone calls to resolve, what should have been a simple issue. However, I am please with the outcome obviously.

I have use the Swiss based Zalando app regularly but in December I paid for my last order twice by accident. I sent numerous emails with proof of the double payment, and received a reply from Zalando saying they did not have enough information to locate the double payment. I got my bank involved, who confirmed that two payments were made, one on 19 December and the second on 22 December, I sent Zalando the emails from my bank - no reply. I then called them the following week, spoke with a customer service representative who, after speaking with the finance team, informed me that I would receive a refund in the next couple of days. Nothing arrived. I called again today, and was told that the second payment was used to pay off an old outstanding amount from 2020, which just happened to be for the exact same mount of 152CHF!!!!!! This situation is absolutely abhorrent, completely unprofessional and an absolute disgrace. It seems basic common sense is missing from everyone working in this company.

My order is on backlog "we are preparing your package" for over a week. We are now 1 week past the due delivery date and there still is no possibility to cancel that order. I will have to return it, if it gets ever shipped. Totally unacceptable, unprofessional and abusive.

I've returned a shirt valued 350 DKK, and got a confirmation email telling me I will get 0,35 DKK back. That's clearly a mistake. I want to reach out to Zalando about this, but they have removed every means of contacting them — no contact email, no forms, no phone. That is so arrogant. Their FAQ doesn't address this matter.