ZALANDO Reviews

Great quality products. Have ordered from here twice now, arrived quickly with no fuss.

I am absolutely furious.I brought some Moschino trainers from this website and paid £200. I received them on 11/03/2021 and after wearing the trainers 3 times, the branding which is down the front of each trainer, was completely fading. I therefore returned the item within 25 days. I am now being refused a refund because I wore the trainers?!!! That’s absurd...,yes I wore the trainers only to find that the branding is all but completing disappearing after only wearing them not even a handful of times. Zalando don’t seem to understand that consumers have rights and goods should be fit for purpose. Was I suppose to simply put the trainers on my shelf and look at them?!! Nike, Adidas, and many other brands would absolutely offer a no quibble refund. This should not happen to a pair of trainers ; certainly not ones that cost £200! I am literally taking this company to the Consumer Rights Ombudsman and will litigate out of principle if I am not given a resolution. I was even happy to exchange for another pair of trainers but for a different brand. I have to wonder if these really are authentic Moschino trainers because I have never had this with Moschino before from other stores! Shame on you Zalando!!

I placed 10+ orders with this company over the years and never had a problem. Once, they could not fulfill my order but they refunded me without a problem.

Genuinely excellent. This is my first time ordering with Zalando but it won’t be my last. They were the only store with remaining stock of the Pokémon Levi’s jeans just released and I was worried by the below average trust pilot reviews. These concerns were unwarranted as the jeans arrived 3 days later which is an excellent turn around.

DO NOT TRUST THIS COMPANYOn February 1st I placed an order for Under Armour items, I then had no sign of the parcel and no contact from the team stating any issues with my order. Delivery was stated to reach me by 9th February. By the 7th the tracking still stated 'in progress'. I then had to go on 2 different live chats, in which I was told to 'just wait', that I couldn't get a refund and that they wouldn't put me through to management. I then had to call customer service and again, was told to wait. I've had to send 2 emails to even get a response! Monday 8th I received an email stating my order has been shipped to me and will take up to 4 days, I've checked tracking and it states it hasn't been shipped and is in fact still in customs and will be delivered next week. I needed this order by the 12th and placed it 2 weeks in advance! The customer service is absolutely shocking and I will never make another order with this scam of a company!

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 have been looking for a pair of Salomon X Ultra 4 GTX walking trainers since they were recently announced but have not been able to find them in my size anywhere (8.5 so a common size) anywhere, even on the big UK outdoor store websites (Cotswold, Blacks, Millets, Go Outdoors, etc) as as well as the official Salomon website itself.Zalando cropped up on a google search indicating they had them but I was sceptical as to whether or not they would actually have stock after taking my money, or I whether I would end up with some hidden charges of the back of Brexit (as currently being reported in the news) because they were being shipped from Europe.In summary, no problems at all. £10 cheaper than directly from Salomon, arrived very quickly, well packaged, item was as described and good communications throughout. Plus - no hidden Brexit charges!Very pleased with this company and will use again.

Item delivered very damaged. Impossible to obtain a full refund from them despite returning the item. Do not recommend

I paid for two watches off zalando when I opened the parcel there was one watch in a box and the other box was empty I contacted zalando and asked them to either send me the watch I paid for or give me a refund they told me there's nothing they can do that I should file a police report.

I will give 3 stars purely for the service but I can't give 5 for Zalando due to the experience I had prior to dealing with the service agents. I returned 3 separate parcels with items worth over 100euro to be refunded. I did not receive a refund for any of the parcels until I queried with customer service. A number of weeks had gone by at this point. Luckily I had all my receipts but I had to upload all of these and fill out a legal form. I'm glad I got my money back but it is worrying that none of the 3 parcels were refunded until I raised it with customer service. I will say the staff were very helpful but the returns process would put me off ordering again as I just think there is something not right about it.

Another great company that I’ve ordered from multiple times and have never had any problems I would definitely recommend.

Awful experience, I ordered some trainers which were lost by Hermes. I Emailed customer services to which I didn't receive a reply for a couple of weeks. When I eventually got through to live chat I was refunded without being given the option to have a replacement sent. When asked about this I received the response 'we do not offer automatic exchanges' when I reminded the agent they lost my parcel the response was 'my mistake, I suggest you reorder'. I will be reordering but not from Zalando.