www.zalando.co.uk Reviews 5,023

I must admit I was concerned after reading the bad reviews so when my order hadn’t been dispatched after 2 days I spoke to customer services who weren’t helpful and just told me to be more patient. Not very friendly. Ultimately however, my order did arrive within the delivery window stated at the point of order and in good condition so cannot complain too much. Judging by the reviews and my own experience I’d suggest the customer service aspect of the business needs improving.

Date of experience: April 28, 2025

Received the wrong item … addressed to someone in Germany… did the live chat and advisor was terrible … told me to send back to them at my cost … asked about my order which was around 5 times the value of the crap they sent then the advisor ended the chat… please do yourself a favour and avoid

Date of experience: April 25, 2025

Believe all the bad reviews about zalando, unfortunately I didn’t and here I am awaiting my parcel for two weeks now and absolutely zero updates on it. I read the very same issues I am experiencing amongst the comments. It seems to be stuck with Evri but they said the parcel lost connection with the courier. I’m not sure what that means but I’m pretty sure it’s zalando’s fault not Evri’s as they have never once failed to deliver any other parcels from other brands eg H&M. I’m not even sure what am i supposed to do at this point, will definitely never ever ever order from zalando, it’s a fraud!!!!!! Awful awful experience, utterly infuriating!!!!!

Date of experience: April 22, 2025

I was a bit worried after reading some negative reviews, but my experience was good. The item arrived on time, and the return took just over a week. In the end, everything went smoothly.

Date of experience: April 21, 2025

I rarely leave reviews, especially good ones. This was this first time ordering from them. Some Nike air max trainers. On a pay in 3 installments through PayPal.
My trainers came within the allocated date. No issues with Evri either.
There are so may bad reviews. So I wanted to leave a positive one as I had a very easy and pleasant experience

Date of experience: April 18, 2025

Extremely disappointed with the service. The delivery company they used, Evri, didn’t follow the instructions, and the item wasn’t signed for either. I didn’t get handed my order. I reported the issue immediately, but the company refused to offer a refund or replacement. Totally unacceptable - poor customer service and no accountability. I won’t be ordering from them again.

Date of experience: April 02, 2025

I have been a long standing customer for over 15 years with Zalando. I am shocked to read all these bad reviews. I have to say that the only problem I had with them was when I ordered a black blazer which had a stain on it, I contacted them and they sent me money to cover the cost of the dry cleaning bill, and I still have the blazer until this day.

I recently ordered from them, a green bomber jacket (Alpha Industries) which arrived before it's delivery date, it cost me £88, but had been retailed at £159.99. I am pleased with the sizing, I ordered a XS and I am happy with my purchase.

I will continue to buy from this company. I bought this item because they did not have this on the ASOS website.

Thank you to the team at Zalando!

Date of experience: April 16, 2025

Absolute horror dealing with this company. They ship with EVRI and as I come to find out, EVRI is also a nightmare. They delivered to the wrong address (their GPS tag and photo proves it), yet ZALANDO refuses to do anything about my claim. Will report them to every consumer agency possible. Customer support is absolutely awful and useless.

Date of experience: April 15, 2025

Returned two items of clothing following Zalando's returns policy. Chased up my refund after several weeks and was told that the parcels hadn't arrived. I sent them proof of return but they don't want to know. I'm now £70 out of pocket. What a disgrace!!!

Date of experience: January 28, 2025

Never received the product. Promised a refund but nothing after a long time. No replies to my emails any more! Bad!

Date of experience: March 01, 2025

Trainers order delayed and now 11 days since ordering. No urgency from Zealando, and Evri - the courier company offering no information exccept 'delayed' terrible service from both parties.

Date of experience: April 01, 2025

Returned a product, had to chase them after a week as I hadn't had any update. On chasing they told me it can take up to 16 days to process and a further 3 days to refund, so 19 days in total! I asked to raise a complaint and I was fobbed off with " it has been passed to management, and that was it. Quick to take your money, no so much when you want a return. Be warned.

Date of experience: April 02, 2025

I ordered three items, returned two of them, and had no issues. I got my money back within a week. Only a positive experience!

Date of experience: March 28, 2025

Terrible company. Ordered a pair of trainers which were due to be delivered yesterday by the latest. Order status says they are still packaging my order. Used the online chat to try and find out when it will be delivered and the person on the other end was no help, just said they had contacted the warehouse for an update. I had to ask twice how I would find out what the response from the warehouse is, and just got told 'I will email you'. I asked if they could be sent as next day delivery as the order was late, no can't that! I asked if I could cancel because I wasn't getting any straight answers, no can't do that! Then they just cut off the chat!
I saved a copy of the transcript but very conveniently there are no details on their website regarding how to complain!
I've ordered from Zalando a couple of years ago and they were great. I didn't realise they had gone downhill so much and wish I checked this site before ordering. AVOID!

Date of experience: March 27, 2025

Returned a product and provided the tracking number. After weeks of no response, I got in contact and they told me that they received an empty parcel. They have denied my refund and refuse: to help.
Do not use!

Date of experience: March 25, 2025

I had a great purchase experience first time around but the second time, they sent me a damaged product. I don't understand how a 220 pound product like that was put up for sale both by All Saints and Zalando. I immediately returned it. Then started the worse part. I only tried to ask if I would also get the coupon code back and to get a clear answer, it took me 4 emails and 2 chat messages. They kept on saying the refund would be after the item is returned to them. Rhat wasn't even my question! All the reps sounded unemphatic and robotic. I will never buy anything from the again whatever discount they offer. Pathetic customer service.

Date of experience: March 24, 2025

I should have read the reviews!! I placed an order from Zalando and it said expecting delivery was within 2-4 working days, so I assumed that I could have the item quickly. But it was not sent still after 2 days and then I tried to cancel my order. But the customer centre said it was already sent to shipping company? I checked the tracking number and it is still shown that Evri haven't received my parcel from Zalando..? Basically, I cannot track it at all. This is not the first time having shipping issue with Zalando.. even I paid extra cost for express shipping and then it was delayed. They should improve their shipping system and they should not lie people to cancel their order or refund them.

Date of experience: March 12, 2025

What's happened totally cr.. now don't even dispatch items now.
Account closed once receive refund.

Date of experience: March 01, 2025

I was very sceptical about ordering from Zalando having read the bad reviews on here. But they were the only company I could find who had the item I wanted, in the colour I wanted, and in my size.
As many of the bad reviews seemed to be more about the delivery company they use rather than the company themselves, I decided to take a chance and order.
The item turned up today (the day my order said it would arrive) and was exactly what I wanted.
So no problems as far as I’m concerned.

Date of experience: February 21, 2025

I was surprised by it _ thought it was a scam but my salmon bag arrived much cheaper then on site and in about a week (tracking provided by Evri)

Date of experience: February 17, 2025