Zalando UK

Have been using Zalando for over 7 years with no problems. Recently I've purchased a £200 jacket. Unfortunately it didn't fit me well therefore sent back for a refund. It's been two and a half weeks and the customer service keeps telling that the warehouse still processing my return. From what I can see, a lot of people are facing very similar problem recently. Really not happy :(

HORRENDOUS COMPANY STAY AWAY FROM ZALANDO WE SENT OUR ITEMS BACK FOR A REFUND NEARLY A MONTH AGO AND THEYVE MADE US JUMP THROUGH MANY HOOPS PROOF OF RETURN ASKED FOR WHICH WE GAVE THEM IMMEDIATELY WHICH SHOWS ITEMS HAVE BEEN RETURNED AND RECEIVED, THEN THEY WANTED A LEGAL STATEMENT COMPLETED ITEMISING EACH ITEM, THEN THEY WANTED ID TO PROVE IT WAS ME EVEN THOUGH THE REFUND WOULD GO BACK ON TO THE CARD I USED - AFTER NEARLY A MONTH THEY HAVE TODAY REPLIED TO SAY EVRI CANT FIND THE ITEMS AND NO REFUND WILL BE GIVEN! ABSOLUTE THEFT - DO NOT USE ZALANDO!

I've had £25 gift voucher for my birthday.
I've scratches card to get discount code but I was unable to read the numbers.
I have contacted customer service explain my problem and provided they with photos of scratched gift card, got reply they cannot give me a new code nor give me £25 discount, even though they can see, by using card number and barcode, this card wasn't used!. Also they have got serious trouble with delivery. Once upon time it was a good company, not anymore. I ownt buy from them anyone and I would not recommend this company to anyone.

Used to be good company untill they use hermes which now Evri as courier, last two month ordered few items to be delivered to pick up point, all marked as delivered to the address with no confirmation email. Marked as delivered to my address. I have not received any of the item. This was my last purchase from zalando unless they use reliable company to deliver parcels.

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.

Shocking pair of counterfeit Doc's - returned and still awaiting refund - avoid this company!
Did have doubts after seeing all the terrible reviews - live and learn! Will have to take it up with PayPal now.

I returned my shoes from two months ago I did not get a refund, I do not recommend this shop, they are cheating

Placed my order on 5th January and had a notification that it was due to arrive on 12th January, it's now nearly 5 days after the expected arrival date and it's still not here with no further updates. Furious!

Liars / dishonest - Have proof.
I ordered at Carlo Culucci jumper in the sale and unfortunately it didn't fit, by the time it arrived the size I needed was out of stock and it also went up in price, so I went to zalandos on line chat straight away and asked if I can get the same price I paid for the item originally when it is back in stock in the size that fits, the guys chat name name was barlaan and he said "no worries at all once it's back in stock pay for the item and once the order has been done we will refund the difference" so I can get it at the original sale price as agreed before I ordered it the second time, since ordering it they will not uphold what there service staff member barlaan said they will do and used excuses like time periods etc that was never mentioned by barlaan, the chat was saved and I also had screen shots of this conversation but they still would not honor it ( bear in mine this is all within a month) the second jumper does not fit still so I have had to send that back for a full refund anyways ( large is more like a medium, XL is like a large etc)
So because of all this I will never use zalando again and will 100 percent read reviews first as this company have too many poor reviews so I could of saved myself this hassle, in a way it's ok cos I had many items in the basket ready for January sales but now I purchased them else where and even got some items cheaper than zalandos so called deals.

Shop else where, Zalandos do have good deals if you catch them at the right time as the prices are up and down like a yo yo but the small amount you save is worth spending ( we are only taking a couple £ at a time) for the better service else where and as mentioned it will 100% cheaper else where if you look I like I did…I only looked cos of zolandos poor customer service regards the jumper so thank you as you have saved me money and hassle shopping with you again

I'm really upset with them! I use to buy each week for at least £200 I stopped but returned on a Boxing Day. I place the order for £105 and reason why I returned is because they gave me a voucher 15% I added this voucher on the end but it doesn't work! Take took whole money without didactic 15%! Is not about money is about principal! They lie me! I went on live chat! Spoken with 3 different advisers all them said different things so very unprofessional! Well one thing they said the same on the end! " sorry mam" I don't want your sorry I just want what you promised! So this is my first step review here, then every possible like website etc. I will aware a lots of people and of course will cancel my order and never buy again!

There is still no signs of my order ************** and no update from Hermes?! Enough is enough! You can send another pair URGENTLY please.
We have waited and wasted the last 48 hours on top of previous 4 days of waiting for the supposedly lost driver to do his next day delivery? Expecting a delivery THAT HAS CLEARLY BEEN STOLEN by Hermes staff!

I wasn't surprised by the lack of professionalism from Hermes, as per usual, this is only another out of time frame delivery, but, I was expecting much better aftercare services from Zalando. YOU HAVE HAD MY PAYMENT FOR OVER 10 DAYS NOW and still showing no signs of urgency?! Not initiated contacted me in one single occasion?! You have my contact details, why am I not getting updated?

No option to escalate my enquiry either as staff said we don't transfer calls to managers... I am fed up and feel like I have been scammed!

PS: definitely not on the right track to make our world a better place by treating customers with this much disregard and disrespect! You should focus on customer support and also change courier!

The customers are not always right! But you are not even trying!?

Many Thanks for such a waste of time and money

As you can tell by my review, I have had enough of all this pucking bullock between Zalando and schitty hermes delivery company! There surely is a way to get through to someone who gives a puck to solve this cluster puck of a display you and hermes have been conducting!? Pucking put me in charge and with Hermes gone, all of this would have been avoided...

This wasn't even your fault to start with! You send the order within 24h of me placing the order and now getting a bad name by association with useless funts! (And now showing your true colours through their lack of commitment)

Feel free to call me on 017** *** *** or 077** *** *** (preferably landlines as network coverage is not great in our area.)

Regards

Always check before buying something if the company has a phone number. Try the number first to see if it working or not. Zalando have a number but none is replying which is not a good sign. If you try to contact by email then you get this answer - This inbox is unattended but we're here to help!
If you can't find the answer you're looking for on our help pages, you can also find all our contact information there.

Best wishes,
Your Zalando team
This is an automatically generated email – please do not reply to it.

Very poor customer service, not worth buying there even if it saves you few pounds…

Awful customer service!
I ordered £200 worth of products.
When the parcel arrived it was clear it hadn't been sealed properly, due to this the bag worth £70 I had ordered was missing. On top of that the £80 trainers were sent in the wrong size.
I eventually got a refund for the bag after filling in a form.
When I sent the trainers and a pair of jeans I'd ordered back I received an email stating they won't refund due to receiving an ASOS dress and Primark trainers back.
Regardless of my concern they refuse to refund me and listen to what has clearly been a break of trust in their warehouse staff.
I wonder how many other customers have experienced the same issue!

Really great service, good quality and loved the items I bought, Ive bought a few items since and couldn't be happier will use zolanda regularly now love them!

A hideous experience, ordered 3 dresses, filled in the online info to return 3 dresses. Sent the 3 dresses via Hermes and was only credited for 2. Rang to speak to customer services and told to send Hermes receipt and fill in a legal disclosure form. Having then returned these documents I'm told I need to send photographic ID. With an expiry date. Passport, ID card or Driving licence, non of which I have. Then told if I don't have these documents I can't have a refund, many emails and calls later I still haven't received a refund. To add insult to injury they sent an email to say the dress I liked is now back in stock in my size! It was completely sold out, SOMEONE MUST HAVE RETURNED IT.

Zalando does not value customers and it's items are not genuine
Try alternatives like: YOOX, Childsplay Clothing or Children Salon

Alex Lee a customer service agent could not be bothered to help

Zalando does not value it's customers

I have purchased from Zalando twice now. My initial purchase was slow taking seven working days to reach me.

My second order, really show the quality of the online retailer. Whilst their prices are competitive and based on my first order the merchandise is of reasonable quality The same can not be said for their service and customer service.

In relation to my second order I believe that I have been told lies. To what end, I do not know as I would have been more understanding if I had been told the truth.

I placed my order on the 26th January. I received an email from Zalando on the 28th advising my order had been shipped and would arrive between 2 - 4 working days. When had still not arrive on the 3rd February. I contacted Zalando customer service by their chat help. As it was 17:20 they had a fair point that the working day had not yet concluded, although I have never received a USP parcel after 16:00.

They provided me a link as the tracking button on my order page was broken and brought up an error message. Following the link to UPS's tracking site, it showed a label had been created on the 29th Jan. I used text help again on the 4th and with UPS tracking still showing label printed in Germany and shipped - delivery both blank, I was concerned.

The customer advisor on text chat told me that the delay was due to Brexit and she would contact UPS and email me. Midday on the 5th with no change to the UPS tracking and no email from Zalando. I called customer service, a rather curt woman with a Dutch accent, told me that her colleague had emailed UPS but had not received a response. Having contacted UPS UK earlier that day, they were not able to give me specifics about the package, as I am not their customer. They did tell me that the term label printed usually means that they are still waiting to receive the parcel from their customer.

I challenged the customer advisor with the information from UPS and why would Brexit stop you giving or having UPS collect the my order? She got quite aggressive, probably being found out in the lie. She said I would have to wait for the email, which would update me on the situation.

Over three hours later on the 5th, I did receive an email. I responded that as the item had not yet left, please cancel my order and provide full refund (in truth I still wanted my order but willing to cut off my nose to spite my face, as I object to being lied to). Late on the 5th my refund request was rejected, the reason given was another lie. I will copy the email texts below.

The UPS tracking page still shows that my parcel has not been shipped so will likely not arrive within the few days stated on the email (working days or not). Also if UPS have still not received it (and I checked with UPS again they do update their systems on Saturdays, if there has been a change). The response to my refund, as they have not yet passed the package to UPS, why do I have to wait for UPS to deliver it? As they still have the item, surely they can cancel the order!

Of course there maybe a reasonable explanation why the information they are giving me does not tally with the info from UPS. In which case I apologise for branding them liars. However as the emails show they have not provided any detail other than to blame Brexit. I am very curious why Brexit would delay a German warehouse/stock centre from giving UPS Germany the 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 order as soon as possible and will be out for deliver in few working days.

The tracking will show movements once scanned by the courier.

If there are any problem, 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

I received a pair of shoes, which were far too big. The sizing was ridiculously inaccurate. So, I decided to return them and I processed my return online.

Zolando's return policy is completely misleading. I only use the company because of the option to have returned goods collected from my address. When I tried to select this option, no dates at all were available for pick-up. That's completely dishonest. Considering that goods can be returned within 100 days, Zolando cannot seriously tell me that my return parcel cannot be collected at anytime over the next two months! If the collection service is no-longer available, why not make it clear on the site instead of pretending not have pick-up slots available?

And then, I took time off work today to return the parcel to a collection point. I tried to do so at five different outlets in my area, and I live in central London, and none would take Hermès parcels. Considering that these outlets included Tesco and the post office, this is quite unbelievable.

I have know wasted a significant amount of time walking to the four corners of my neighborhood trying to return this parcel, which completely defeats the purpose of online shopping as a convenient and time-saving shopping option.

It would have been quicker and more time-effective to go to a shop, try the right size and purchase the goods in person! Unbelievable! And in the mean time, Zolando still has my money!

Never again!

Run Run Run
Run Run Run, they are extorting innocent peoples money.
Never had to leave a review, ever, but for Zalando, I decided to so just that.
Zero star rating for all I care.
My order came with 3 items missing, I was proactive and followed up with Zalando and here's what they had to say -
We are sorry you had a few orders missing, unfortunately, this has nothing to do with us and we can issues refunds.

Next step I'm taking them to the small claims court.

PLEASE IF YOU VALUE YOUR TIME, MONEY STAY FAR AWAY FROM THESE CRIMINALS