Zalando Reviews 6,722

I placed an order for a coat which didn't arrive. In the following emails Zelando told me the problem was a. with my address (it was in fact correct and successfully used by Zelando just a month previously) then, b. I need to maybe choose another carrier in the future, (they give you 2 options when you order) therefore both problems "are mine" . I must wait 10-14 days for a refund. Definitely a dodgy company with terrible customer service and zero accountability and no possibility to reply, my replying email of complaint was returned automatically. Needless to say I won't be making a third order.

I bought something and selected as delivery address my home.
Today (20/12) the package is out of delivery, however the address on the courier website is a collect point, which I've never selected. I contacted Zalando customer service in Italy and they were useless, I've talked to 3 different people and beside the lack of Italian, they couldn't provide a valid explanation or any solution to the issue. they also closed the chat without any more explanation .A brand like this should invest more in their assistance.
Very disappointed

Worst service experience ever! This guy's must be joking or something. I placed an order 27/11 and it was supposed to arrive by 05/12. The arriving date was changed 2 times to 08/12 and 11/12. After contacting their costumer service told me I'd get an answer within 3-5 working days and after that in 1-2 days. Now the date is changed back again to 05/12 and no one is replying to my emails...NO DELIVERY NO REFUND!!!!! I'll never visit their website again and I'll talk to the bank to make a chargeback for my order 10401217768427 and take legal action with my lawyer!!!

I would rate 0 if i can, i cant get my refund back already a month as i did a cash payment, i have send thousands of emails every-time i get back different answers once that they send the money then that they will but it in gift card anyhow the money haven't been received back months, the customer service is TERRIBLE, they just send u automated reply without even checking the previous emails or what is the case!!!! My worse experience, i DEFINITELY DONT RECOMMEND THIS S*IT COMPANY AND I WILL SPEAR THIS IN ALL THE SOCIAL!!!!!!!

I returned a pair of pants that was too small for me. The return label they gave me didn't work. After two week of writing to the customer service, they gave me a new label. After I returned the item to them, I did not receive any money back, and the customer service is refusing to acknowledge that they received the package. Stay away from this platform at all costs.

I placed an order while traveling to Italy and wanted a local friend to receive it for me. Mistakenly, I put her name as the person who paid for it, and mine as the receiver. Even though both names were on the invoice, the Poste Italiane people wouldn`t let her get the packages. I contacted Zalando about it, if they could fax the post or something else to help us, but I only received two "automatic response" replies that had nothing to do with my request. Super annoying and unhelpful!

Second time in my entire life that I’ve bought a pair of shoes from Zalando — and they arrived FAKE!
The pair in question is the Air Force 1 '07 WB, which I had already bought from the official Nike website and worn a lot. I decided to order a second pair from Zalando, and while the box and the shoes looked almost identical to the originals, there were some clear differences: the label on the box and the inside of the shoes were missing the registered trademark symbol that’s present on the authentic ones.
Absolutely f****ing incredible!

I bought a pair of shoes, Jordan 4 from the zalando, and arrived FAKE, I did return the shoes but Zalando accept it like a damaged item not FAKE item.

It’s been a month and I’m still waiting for my refund!! It’s impossible to contact customer service!!!! Terrible. I will be filing a chargeback.

Zalando, where is my refund? I need my money! They claim to have refunded the money into an account which doesn't exit. We all know that when paynent transaction doesn't go through, the amount is re credited into the payees account. From April till date , zalando hasn't resolved this issue. I presented all the needed documents they requested. They've connected me to automatic response. I received the same response whenever I make a claim. Zalando, I need my money!

Slow delivery, Tracking doesn’t work. They completely unprofessional, Customer support doesn’t care.
Worst shopping experience I’ve ever had. Poor quality, late shipping.

Dear Zalando Team,

I am writing to express my deep dissatisfaction with a recent purchase experience that caused significant inconvenience and a level of service that I find below acceptable standards.

I encountered a serious issue with delivery/pickup which not only wasted my time but also caused considerable personal frustration. I was informed that “a refund will be processed as soon as possible,” which I acknowledge is standard procedure. However, I must stress that this is not an adequate or sufficient solution.

A refund is the bare minimum—the basic correction expected when an error occurs. It cannot be the sole response to a frustrating experience that has damaged my trust in your service. I expected more attentive handling, transparent communication, and, above all, concrete measures to prevent such situations from happening again.

Therefore, I urge you to take this feedback seriously and improve your customer service and logistics processes to ensure that the inconvenience I experienced is never underestimated or dismissed as merely a refund issue.

I look forward to a response that goes beyond routine and demonstrates genuine care for your customers.

I placed order 10413208559545 and it shows as shipped via Amazon Shipping - tracking ID IT2976040519. Tracking only shows "Label created" on Friday 11 July 2025 at 13:27 - no further transit scans. The order was supposed to arrive in time for my birthday but it never arrived. I contacted customer support in chat: the first agent (Ariana) collected my details but the chat was closed as "no response" while I was actively typing. I had to open a second chat with agent Julisjana and re enter all the information. Meanwhile I received an email stating the parcel will not be delivered and that a refund could take more than a week. Even worse - the items now appear out of stock so I cannot get a quick replacement. I am requesting clearer tracking information - a faster refund - and the option for an alternative solution or priority reshipment if stock returns.

Appalling service! My package was marked as delivered, but the driver demanded a 'code' that I never received. After emailing customer support, they shut down communication and pointed me to the help page. No resolution, no apology, no package. Stressful and unprofessional experience. Avoid this delivery service at all costs." ¹ ²

*Key issues:*

- *Package not delivered*: Despite being marked as delivered, the package wasn't handed over due to a missing code.
- *Poor communication*: Customer support closed communication without resolving the issue.

Outcome no package money gone no idea if the package will ever be delivered I actually saw the package but the driver didn't hand it over to me the truly unbelievable!

Being chopping with them with no problem but recently I bought an item I got female clothes instead of what I ordered I can’t return because the post they use is not post Italian and I can’t locate any of their office
Please pick it up in my address at via Wiesen 2 Terenten Bozen Italy

If only zero stars were an option.

I decided to buy my son some last minute birthday gifts, paid for expedited shipping & for a notification they were delivered. I went outside & they weren’t there. I looked at the images included with delivery & they weren’t of my home, driveway or that of anyone around me. The delivery address on the shipping confirmation only said my city, the photos were taken from inside someone’s gate.

Of course I immediately reported it to Amazon who they used as a shipper & them. They said there was nothing they could do, fill out two forms & write back in 48hrs if they didn’t show up. I did just that & resubmitted my forms.

June 3 I got a refund, but only for one item. I wrote them asking where the rest of the refund is. They said it would arrive in 2 days. June 5th I was then told after they sent me 12 return slips that I had to resubmit the form. So I did.

Today, June 17th I got passed around & hung up on by 6 reps & eventually was told to resubmit the form for a third time. The email address to resubmit to doesn’t accept emails.

In short never buy from this company. Their entire customer service team needs to be fired.

I had been looking for a quality winter coat for a long time, and after much searching, I decided to order it from Zalando. This isn't my first time buying from this platform, and, as always, they didn't disappoint

I wish I can put zero star. Worst customer service. I am disappointed

I ordered a vest. It says delivered and it never got delivered. Thieves.

First timer, brought trainers that were out of stock everywhere else. Despite no confirmation email (I had to check directly on the website but tracking wasn’t working) and a 6 day delivery lead time, they did arrive perfectly. Sounds like I was very lucky!