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Zalora Group review: Nike Vomero running shoes from Zalora Philippines

Ma St of US

Mar 19, 2026 4:16 am EDT

Verified customer

Featured review

I purchased Nike Vomero running shoes from Zalora Philippines (PHP 6,503.81). The product listing was misleading: it did not specify that the shoes were US women’s size 9, which is significantly different from US men’s size 9. The order confirmation also failed to indicate this. As a marathon runner, I wore the shoes in good faith, only to discover they were incorrectly sized and unsuitable.

Zalora’s escalation team initially confirmed in writing that the return would be accepted “as a one‑time courtesy” due to misrepresentation. Despite this, their warehouse rejected the return under the “used items” policy, redelivered the shoes to the wrong address, and contradicted their earlier commitments. The shoes are now in Zalora’s possession under tracking number, yet they continue to deny my refund.

Over two months have now been wasted going round in circles with Zalora’s customer care team. As someone who trains and coaches others in customer service, I can say this is one of the most disappointing and inefficient examples of customer care I have ever experienced. The repeated contradictions and lack of resolution have caused unnecessary stress and wasted time.

This case has been formally lodged with the Department of Trade and Industry (DTI) under the Consumer Complaints Assistance and Resolution (CARe) System. I am seeking a full refund and an apology for the misrepresentation and mishandling.

Recommendation: If you are experiencing similar issues with Zalora, I strongly encourage you to file a complaint with the DTI. The process can be done online, and the more consumers who report these practices, the more likely the DTI will take decisive action. We deserve better treatment and accountability from this company.

You may proceed to file your complaint before the DTI Consumer Complaints Assistance and Resolution (CARe) System at https://consumercare.dti.gov.ph, ensuring to provide the necessary details and documentation for proper evaluation and appropriate action.

Watch https://www.youtube.com/watch?v=79m96k1GVzE on how to file a complaint. Email [protected]@dti.gov.ph for technical concerns.

You may also opt to file directly to the DTI provincial/regional office near you should you prefer to manually file your complaint instead.

For more information, kindly visit this webpage - https://fairtrade.dti.gov.ph/services/complaints-handling/

Claimed loss: PHP 6,503.81

Desired outcome: Refund and apology

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Zalora Group Contacts

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customer@zalora.sg

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182 Clemenceau Ave. № 06-00, Singapore, 239923, Singapore

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Mar 19, 2026
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