Zalando UK
reviews and complaints

I recently had a rough experience with Zalando UK. I returned a North Face coat worth over £200 on 1st March, but unfortunately, they did not respond to me at all. I had to chase them so many times and practically beg them to look into my case, but it felt like I was talking to a brick wall. They kept insisting on me signing a "legal document" before they could even consider looking into my problem. When I finally managed to do this, I was informed that my refund had been rejected because the item was not in the bag.

I must say that this was quite shocking because I had taken photos of the parcel when I dropped it off at the post office. Despite presenting Zalando with evidence of my returned coat, they still refused to provide any additional information and simply ignored me. Needless to say, I was extremely disappointed with their complete lack of customer support, and it felt like they were just stealing my hard-earned money.

What's more surprising is that this is not the first time they're doing this. I have seen other people experiencing similar problems with Zalando on chat groups. Honestly, this kind of fraudulent behavior needs to stop. It's a blatant act of theft, and I'm sure they're getting away with it with so many other unsuspecting customers.

If this ever happens to you, here's my advice:

1. Report the incident to your bank
2. Contact Citizen's Advice
3. Report them to Trading Standards
4. File a report with Action Fraud

I hope my review helps others who might be thinking of shopping with Zalando UK. It's terribly disappointing, but I believe it's essential that people are aware of their questionable business practices.

I've been waiting for my refund from Zalando UK for more than three weeks now, and I'm starting to get frustrated. When I contacted customer service, they didn't seem to be very helpful - in fact, their explanation for why I haven't received my refund yet seemed downright silly. I've heard that Zalando has even been caught selling counterfeit products, which is really worrying. Honestly, I don't think this site values its customers at all.

I'm not the only one having trouble with Zalando, either. I know there are many other customers out there who are still waiting for their refunds. It's incredibly frustrating - especially when the company just keeps giving us the runaround instead of actually helping us out. I've decided that I'm not going to bother contacting Zalando again, since it seems pretty pointless.

Instead, I'm going to try to get my money back through my bank. It's not an ideal solution, but I really feel like Zalando has been lying to me. They're holding onto my money illegally, and it just feels like there's no way to resolve the situation short of taking legal action.

Honestly, I wouldn't recommend shopping with Zalando at all. There are so many other great online shops out there - like Nike or Adidas - that offer generous discounts and genuinely high-quality products. With them, you can shop with peace of mind, knowing that you won't have to deal with any of the headaches that come with Zalando.

Zalando UK is a company that I had a sour experience with. I wanted to buy a jumper from the popular brand Mango and I thought I'd use Zalando to purchase it. The jumper looked nice and it had a great price too! However, things didn't go well when I received the jumper. I wore it once and the seam abruptly opened up from the shoulder area. It was a disaster as my armpit was now exposed to everyone. As a professional, that was such an embarrassing situation to be in. So I contacted Zalando about this issue and asked them to do something about it. They offered me a 5% discount for the return. But that was unacceptable as the jumper was in a condition that can't be worn again, let alone stitched up. I was not asking for too much, I just wanted them to acknowledge their mistake and exchange or even refund me for the damaged item. But they refused to do so, telling me that they had looked at the pictures and deemed that a measly 5% refund was enough compensation. That was an insult to injury. I felt utterly disgusted with Zalando UK. It was also annoying that they didn't offer to pay for my return either. It was up to me, the customer, to shoulder the costs of returning the damaged product. That experience has left me angry and resentful towards Zalando UK. I will never patronize their business again. They offer damaged goods and poor customer service, and that's just unforgivable.

I put in an order on Zalando UK for a couple of pairs of Levi's jeans. It took a bit of time, but Yodel eventually delivered them to me today. When I saw the package wrapped in brown parcel tape, I felt a bit off, but I thought maybe it was just their way of packaging things. So, I opened up the package, and I was quite shocked to find a bundle of dirty shirts and an old jacket that had been shrink-wrapped. No Levi jeans, nada. Can you imagine? I shelled out ?84 and got somebody's dirty laundry. It's ridiculous. I called up Zalando to complain, and while I have to say that the first person I talked to wasn't too helpful, there is one lady that was very polite and kind. Her name was Lisa, and she advised me to throw away the old clothes and she'll authorize a refund on my account. I'm still not over it, though. I have no idea if it was the seller or perhaps it was the carrier. Honestly, somebody is stealing items from packages and placing substitute items inside before delivery. Either way, no Zalando and no Yodel for me. I even checked the website, and the jeans I got were out of stock. I'm so gutted to lose out on such a deal; it was too good to let go.

Received email asking me to confirm email address change that I did not request. Got in touch with them to say that I did not request the change and there seemed to have been a security breach. Was told that I would need to reply to a verification email with some personal details. I duly did so and did not receive a reply. A few days later I still could neither access my account or reset my password. Asked them again what was going on and was told that my entire account had been deactivated without knowledge or warning. Needless to say, I told them that this was ridiculous and the issue could have been resolved had they simply helped me change my password. I have now lost access to my entire order history and can't check it against my credit card statement. I have seen other people on review sites having this same issue. There appears to be major security issues on Zalando. People who value their personal information should stay well away.

This company is just a total mess!
So, I bought a pair of those fluffy slippers for myself for the new year, but when they arrived I discovered they were baby-sized or something! Not cool man, not cool at all. This is definitely something that the manufacturer should have got right. Anyways, I set up a return thing with Evri cuz I wanna get my money back y'know.
But then the courier guy comes to pick up the parcel and it took him TWO times to actually get it. Ugh, don't these people have anything better to do with their lives?!
Finally, after a whole week I checked the Evri site to see what's happening with my return process, and guess what? The tracking number for the return thingy is apparently invalid! Like, excuse me, what kind of amateur operation is this?! It's almost like they don't want to give me my money back or something.
So, I try and get some help from a Zalando person and they tell me they're going to investigate the situation, but they can't give me a replacement. And to make matters even worse, the same slippers I bought for 32 quid are now selling for 65 pounds? What kind of madness is going on here?! Basically, they're trying to scam me out of my money.
At this point, I'm really not sure how to get my refund. Like, am I supposed to go through my bank or something? This is just ridiculous!
Honestly, this company is just a total shambles. They're happy to take advantage of hardworking people like me. I was lucky that I only lost a small amount of money, but what about all the other people who are getting scammed by these con artists?! It's not fair at all.

I recently ordered a pair of shoes from Zalando UK, and my experience left me disappointed. The sizing was completely off, and the shoes were far too big. I decided to return them, and I processed my return online. However, I was met with some frustrating difficulties.

Zalando's return policy claims the option to have returned goods collected from my address, which was the reason I chose to shop with them. However, when I attempted to select this option, I was greeted with no available dates for pick-up. I found this to be misleading, especially considering their policy claiming returns can be made within 100 days! Zalando should make it clear on their site if this service is no longer available instead of pretending not to have pick-up slots available.

I then went to return the parcel at a collection point today, taking time off from work to do so. I tried multiple outlets in my area, including Tesco and the post office, but none would take Hermes parcels. I live in central London, and the fact that not even these outlets would accept my return was quite unbelievable.

It was incredibly frustrating to waste so much time walking to different outlets in my neighborhood just to return a package. It completely defeats the purpose of online shopping being a convenient and time-saving option. It would have been quicker and more efficient to go to a physical store, try on the right size, and buy it in person. It's disappointing that Zalando still has my money and that I went through all this hassle for nothing.

Overall, my experience with Zalando UK left me with a negative impression, and I will not be shopping with them again.

I have been waiting for my order from Zalando UK for quite some time now, and unfortunately, there has been no sign of it. I feel really disappointed, as well as frustrated, that even after 48 hours, the delivery company, Hermes, has not provided me with any update. I have already wasted four whole days waiting for the delivery, which was supposed to be next day delivery! I am pretty sure that my delivery has been stolen by someone from Hermes staff!

To be honest, I'm not surprised by this as Hermes has not been known for their professionalism before, but I thought that Zalando would have better aftercare services. They have had my payment for over 10 days now but have still shown no signs of urgency. Even more so, they haven't updated me on the status of my delivery despite having my contact details. This is really unacceptable, especially since I have been a loyal customer for quite some time now.

I have been trying to escalate my enquiry, but staff informed me that they don't transfer calls to managers, which I find really concerning. Honestly, I'm starting to feel like I have been scammed. Having no option to talk to someone in charge is really frustrating, and it makes me think that there is no real support in place for customers like me who are facing such problems.

I strongly believe that focusing on customer support and changing the courier would be two great steps for Zalando to take right now. Surely, this cannot be the way to conduct business and treat customers with such disregard and disrespect.

As a human being, I'm just hoping to be able to get through to someone who can help me resolve this issue. Zalando has been in business for quite some time now, and I know they are capable of providing better services. In the meantime, I am more than willing to be contacted on my landline phones, as network coverage in my area is not great.

I'm not angry, but I am really disappointed with this whole experience. All I want is to receive what I have ordered and paid for. Maybe if Zalando can take a step back and try to see things from the perspective of the customer, then perhaps they could start to make some genuine changes.

Overall, I hope that my experience can be taken as constructive criticism, and that Zalando can work towards improving their services so that this doesn't happen to another customer in the future.

I had a real bad experience with Zalando UK. I mean, these people are straight-up lying to their customers. I ordered a Carlo Culucci jumper on sale but it turned out to be the wrong size. By the time it arrived the size I actually needed was out of stock and the price went up. So, I quickly jumped onto their online chat to see if they could give me the same sale price once it was back in stock in my size. Barlaan was the name of the dude who I was chattin' with and he said no problemo and that all I had to do was pay for the jumper once it was back in stock and they would refund me the difference. Everything was agreed and I went ahead and ordered the item the second time. And then they went back on their word. They refused to give me the discount that was promised by Barlaan and came up with all kinds of excuses, like time period, that Barlaan never mentioned. I even saved the chat and took screenshots to prove it but that didn't matter to them. They just didn't want to honor their own customer service agreement.

Because of all this, I will never shop at Zalando again and I highly suggest that you read reviews before ordering from them. It's not just me, but there are a lot of people out there who have gotten poor service from them. Zalando might have good deals at times, but honestly, it's not worth the money if they're going to treat their customers like this. I actually found the items I wanted to buy cheaper and with better service elsewhere.

So, save yourself the hassle and money and avoid Zalando UK. They might have a few good deals here and there, but the small amount you save ain't worth it when other places offer better service and cheaper prices.

I has ordered from Zalando UK a couple of times now. My first purchase was alright, but it was slow taking seven working days to contrive me merchandise. Although, in my second purchase, I glimpsed the real quality of their products. I appreciate their competitive prices and as I saw in my first order, the quality of the products is quite good. Conversely, I cannot say the same for their customer service, which has been sour lately.

I made my second purchase on January 26th, and I got an email from Zalando on January 28th, informing me that my order had been shipped and would arrive within 2 to 4 working days. However, it had not yet arrived on February 3rd, and that made me suspicious. I contacted Zalando's customer service through their chat help, as I had done before. It was already 17:20, and they reminded me that the working day had not concluded yet. Although, they had a solid case that, as I had never received a UPS parcel after 16:00, I should be more patient.

The tracking button on my order page was broken and brought up an error message, so they provided me with a link to UPS's tracking site. Nevertheless, following the link, it appeared that a label had been created on January 29th. On February 4th, and with the UPS tracking still showing label printed in Germany and shipped - delivery both blank, I became more concerned.

The customer advisor on the chat told me that the delay was due to Brexit, but I didn't get why it would stop my order from reaching me. She said she would contact UPS and email me. However, midday on February 5th, with no change in the UPS tracking and no email from Zalando, I called customer service. I spoke to a rather curt woman with a Dutch accent, who told me that her colleague had emailed UPS but had not received a response. That seemed odd to me, as I had called UPS UK earlier that day, and they were not able to give me specifics about the package, as I am not their customer. They told me that the term label printed usually refers to the fact that they are still waiting to receive the parcel from their client.

I challenged the customer advisor regarding their delay excuses and why Brexit should stop them from providing or having UPS collect my order. She got quite aggressive, and that raised a red flag for me. She said that I would have to wait for the email, which would update me on the situation.

Over three hours later, on February 5th, I received the email. I responded that as the item had not yet left, she had to cancel my order and provide me with a full refund. Even though I still wanted my order, I decided to "cut off my nose to spite my face," as I do not appreciate being lied to. Late on the 5th, my refund request was rejected with another lie. They stated that they could not refund me because my order had already been shipped, even though the UPS tracking page still showed that my parcel had not been shipped. The responses from Zalando's customer service were not reasonable, and that made me feel completely frustrated.

Of course, there might be a logical explanation why the information they are providing me does not correspond with that of UPS. In this case, I apologize for branding them liars, but the email shows that they have not provided any specific detail except for blaming Brexit. I am very curious about why Brexit would delay a German warehouse/stock center from giving UPS Germany my parcel.

Hi Daren,

Thanks for getting in touch.

Due to Brexit, your order has been dispatched with delay; we apologize for the inconvenience. We are shipping all the orders as soon as possible, and it will be out for delivery in a few working days.

The tracking will show movements once scanned by the courier.

If there are any problems, please do not hesitate to contact us.

We apologize for the delay.

If there is anything else I can help you with, then just let me know.

Have a great week!

User-added image

Marcelo Rodrigues

Hi Daren,

Thanks for getting in touch.

Unfortunately, I am not able to cancel the order and refund you. We need to wait for UPS to deliver it.

If there is anything else I can help you with, then just let me know.

Have a great evening!

Angelica Urban

Good evening,

I am a good hard working, honest person. I rarely treat myself to anything nice. I did however decide to buy a pair of Dr Martins. Unfortunately, they didn’t fit so I returned them.

I used the label printer at the shop and attached it to the parcel containing the boots. After chasing up my refund, I was told that my parcel received did not contain the Dr Martins.

I was apparently emailed about this but they went into my spam.

I can only assume that the label has peeled off and stuck to another parcel or could be with you or the courier under the original label T00D4A1526375514

I am now £139.99 out of pocket. I cannot afford to be without boots or a refund.

I have tried emailing, phoning, social media and getting in touch with the courier without any success so my brother suggested this platform.

I hope that you can help as I am running out of ideas and feel quite frankly robbed.

Thanks in advance.

Zalando UK got some issues doh. De tracking be shady and I ain't even sure if dey ever send de stuff ya know? And if ya tryna get dat refund, good luck! Seems like they don't really have a lot of de goods in stock even though they take ya money. I'd stay away if I was ya. I'm startin' to believe dat they be chargin' for stuff dey ain't even got or know they can't get, and dat tracking business smells fishy. Might even be breakin' the law if ya ask me.

So, lemme break it down for ya. If ya tryna cop some new threads on Zalando UK, you might run into some trouble. De tracking can be a bit sketchy, and ya might not even get what ya ordered. And if ya tryna getcha money back, that's a whole other story. It seems like they be takin' ya cash even if they ain't got de stuff in stock. I mean, why would they charge ya for somethin' they can't even send out, right?

I gotta give 'em props tho. They got some dope clothes on their site. But it's just not worth the hassle if ya gotta deal with all these issues. And I ain't even sure if they be playin' by the rules, ya know? Dat's why I'm sayin' ya might wanna look for somewhere else to do ya shoppin'.

I'm writing this review to let you know about my experience with Zalando UK. To be honest, I was not impressed with their service at all. I had ordered a few items from their website and unfortunately, my order arrived with 3 items missing! Can you believe that? I was so disappointed and frustrated that I had to take the time to write this review.

I decided to contact Zalando customer service to inquire about the missing items. Their response was not helpful at all. They simply apologized for the inconvenience and said that they could issue a refund. I mean, seriously? Is that what I deserved after paying for my order and not receiving all the items that I had paid for?

To add insult to injury, they didn't even take responsibility for the missing items. They claimed that it had nothing to do with them. Hmm... I find that hard to believe! It seems like a shady practice to me.

Anyway, as a result of this terrible experience, I'll be taking Zalando UK to the small claims court. I'm not going to let them extort my money and get away with it. I want to warn others about Zalando's poor service. If you value your time and money then please stay far away from these criminals!

In conclusion, I can honestly say that I would give Zalando UK a zero star rating if I could. Their service is terrible and I would never recommend them to anyone.

I had an absolutely dreadful experience with Zalando. I highly recommend that you stay away from this company. I sent back some items for a refund almost a month ago, and they have made me jump through so many hoops just to get my money back.

First, they asked for proof of return which I provided immediately. This showed that the items had been returned and received by the company. Then they asked for a legal statement to be completed, which itemized every individual item that I had returned. After that, they even wanted ID to prove that I was the one who had made the purchase, even though the refund was going back onto the same card that I had used to buy the items in the first place.

Finally, after nearly a month of waiting, I received a response from them today saying that they can't find the items and that no refund will be given. This is absolute theft - do not use Zalando! I am extremely disappointed and frustrated with this whole ordeal. It's a shame that a company that claims to care about their customers can be so unprofessional and disrespectful. Save yourself the trouble and go elsewhere for your online shopping needs.

So, I gotta tell you about my experience with Zalando UK. I got a gift voucher for my birthday, worth ?25, which was pretty cool! I tried to use it by scratching off the code on the card, but I must have been too rough because I couldn't read the numbers anymore . I reached out to their customer service and explained the situation. I even sent them photos of my scratched up voucher.

Guess what they told me? They said they couldn't give me a new code OR give me the ?25 discount, even though they could see through the card number and barcode that the card was never used before! I mean, come on, you can clearly see I'm not trying to scam them or anything. Plus, to make matters worse, they had some serious issues with delivery.

I used to think Zalando was a great company, but now I just don't know what to think anymore. I'm not gonna buy anything from them again and I wouldn't recommend them to anyone. It's just not worth going through all this trouble for some clothes or shoes.

When you're shopping online, it's always a good idea to do your research and make sure the company you're buying from is reputable. One important factor to consider is whether or not they have a phone number that you can call if you have any questions or concerns. Unfortunately, when it comes to Zalando UK, it seems like their phone number isn't the most reliable. I tried calling and didn't get a response, which is a bit concerning.

That being said, I did reach out to them via email and while their response was automated, it did provide some helpful information. They directed me to their help pages, where I was able to find answers to most of my questions. They also have a contact form that you can fill out if you need further assistance. While it's not ideal to have to rely on email or contact forms rather than speaking directly with a customer service representative, at least they do make it possible to get in touch with them.

In terms of pricing and product selection, Zalando UK seems to offer a good variety of clothing and accessories at decent prices. While I wouldn't necessarily say that it's the best option out there, it could be a good choice if you're looking for something specific and can't find it elsewhere. However, given the issues I experienced with their customer service, I might be hesitant to shop there again in the future.

Overall, while Zalando UK does have some positives, such as their selection and pricing, their customer service could definitely use some improvement. If you do decide to shop there, just be aware that you might have to rely on email or contact forms rather than being able to speak with a representative directly.

Terrible, absolutely terrible customer service! I purchased loads of cool stuff worth ?200 from Zalando UK, and was eagerly waiting for my parcel to arrive. When the package finally arrived, I was utterly shocked to see that it hadn't been sealed properly at all. Due to this, the bag that I had ordered, which cost ?70, was nowhere to be found. How disappointing is that? As if that wasn't bad enough, they also sent me the wrong size trainers worth ?80! It's a no-brainer that I was extremely angry and upset.

I filled in a form to request a refund for the missing bag, and it took ages for them to even acknowledge my request. Eventually, I was given a refund for the bag. But when I sent the trainers and a pair of jeans back to them, I received an email from their customer service team claiming that they couldn't refund me. Apparently, they received an ASOS dress and Primark trainers back instead of my items! What a load of nonsense!

I was completely bewildered and couldn't believe that they were refusing to listen and refund me for what was clearly a mistake from their own warehouse staff. It's a shame that Zalando UK doesn't value its customers more and is willing to let their incompetence ruin its reputation. Who knows how many other customers have had the same terrible experience as I did with this company?

I have to say, I was really disappointed with my experience with Zalando UK. I had ordered 3 dresses, but unfortunately they just weren't right for me when they arrived. So, I went online and filled in all the necessary info to return them. I was using the Hermes courier service to return the items, and when I sent them off I thought that was it. However, when I got my refund, it was only for 2 of the dresses!

I was pretty annoyed about this, so I gave customer services a call to find out what was going on. They told me I needed to send them my Hermes receipt, which seemed totally fair enough. However, I was then asked to fill out a legal disclosure form and send them some photographic ID with an expiry date. Now, I don't know about you, but I don't have a passport, ID card, or driving licence - and apparently without one of these documents I couldn't have a refund!

I tried emailing and calling customer services multiple times to sort this out, but I still wasn't getting anywhere. I was getting pretty frustrated by this point, and to make matters worse they even emailed me to let me know that the ONE dress I actually liked was now back in stock in my size! It had been completely sold out before, so someone must have returned it - and that someone could have been me, if only I could get my refund sorted out.

Overall, I have to say that my experience with Zalando UK was pretty hideous. It's a shame, because I was really looking forward to getting those dresses and I thought the website looked really good. But unfortunately, their customer service just wasn't up to scratch. If you're thinking of buying from Zalando UK, I'd suggest looking elsewhere - unless you happen to have a passport, ID card or driving licence, of course.

I gotta say, I've been shopping on Zalando for a while now and I've never had such a terrible experience. I mean, I'm a regular customer, but they just won't refund my order! It's like they don't even care about me.

They sent me clothes that were way too big, even though I ordered my regular size. I tried to send them back, but they didn't pick them up FOUR times, can you believe that? And to make matters worse, I can't just drop off the parcel because I had to send it to my cousin in the UK, and they only accept UK returns. What a surprise, right?

My poor cousin is a student and the nearest drop off point is so far away. It's like they don't want me to get my money back. And when I contacted customer service, they were so terrible and rude! Like, come on, guys, I'm your loyal customer here!

I'm so frustrated that I'm going to have to apply for a chargeback with my bank. It's the only option they left me. And to be honest, I'm really disappointed with how they treated me as a customer. I mean, I understand that mistakes happen, but at least be nice about it, you know?