I am using both Zalando Lounge and Zalando.com for more than 4 years and I am shocked about all the bad reviews.During this time I have placed many orders and if I had to do returns everything worked perfectly from the return label on the package to the refund in my bank account, and all this without any frustration or conversation with the customer service by phone (the online account it’s easy to use and has all the guidelines for this issues).There is also an option of cancellation when the order has not been dispatched and is very helpful if accidentally buying too many items or just a change of mind.The waiting time is sometimes long because some items need to go first on sale in their brands system in order to be purchased by Zalando and that is totally understandable .The quality of the products have reached always my expectations specially because many of the products are from popular brands and can be found in many shopping centres and yes products are original.Personally ,I don’t buy jewellery online and I choose to buy only from brands I already know.However, if Zalando collaborates with less popular brands i’m quite sure it’s going to be good quality or at least the price will reflect the quality.An issue could be that Zalando might struggle, in some areas ,with the good management of the logistics and therefore results as a bad customer service.The online shop it’s easy to navigate and offers all the essential guidelines .Their products are good and also the sales percentage is significant.That being said ,despite all the bad reviews in the world I will continue to shop with Zalando and also I will recommend it to everyone I know.
Review by Shoyode Othmer4 months ago
Very bad customer service !!! I am waiting since 2 month to have the money back ...I have returned 2 damaged items and no information from them ...official investigation can start only after 20 days :) and now is almost 2 months and no refund
Review by Clubvibes4 months ago
Use to love this site and set my alarm for the deals start but now it's just a waste of time as for some reason everything is reserved. I'm guessing it's the staff who work there must be able to see the deals before the site deals start
Review by Hitechchhu5 months ago
Fake lacoste shoes. I am so disappointed with zalando. I ordered a pair of lacoste carnaby evo light and it was fake. I love lacoste shoes and as a lacoste lover, it is easy for me to identify genuine from fake. The pair that I got smelled like plastic--typical counterfeit item smell, traces of glue were very evident, inside ticket was placed crookedly. I just can't believe that zalando is not vigilant in cases like this. I don't trust them anymore.
Review by Gabbar5 months ago
I am becoming very suspicious of this company.
I have sent 2 parcels back with Hermes, they acknowledged 1 and second one they say they haven’t received it. In the last year, this happened twice, the first time, after much emailing I got my money back, this time I am still waiting. They have had my money for over 2 months. I will make sure that no one I know will buy from this company.
Review by Eilo6 months ago
In my eyes, it's close to scams. The pictures show jewelry that is about 1 centimeter in diameter. When you receive the jewelery, they are no more than 5 millimeters in size and you cannot see what they represent. This is the last time I've bought anything from them.
Review by Caobhan6 months ago
They've cancelled half of my order after one week. Second item still didn't arrive after almost 2 weeks, whereas I've paid 5,90 euro for the delivery. As a ''sorry'' I got only a voucher for 5,90 euro valid for 4 weeks for orders above 30 euro. I would rather get this money back and never order there again. Ridiculous!
Review by Flizzy Tenia8 months ago
Parcels get damaged, wrong products are being sent. This can happen of course to any company. Still upon this kind of mistakes there is no single effort to rectify the issue and satisfy customers
Review by Galat Mizzoni11 months ago
People are either too impatient or just stupid and nasty. Have been using ZL for several years and only once was a package broken and one item missing. Reported it and got refund in about 10 days. Customer service can be a bit slow and, of course, delivery can take up to 6 weeks but they make this clear at the outset which is why the prices are phenomenal. Mostly designer boutique quality but maybe occasionally outlet quality if really cheap. If people want faster and better service then they can pay more can’t they. Unbeatable prices and pretty good service in my opinion.
Review by Taylah11 months ago
so the company has connection with fake products made in china with with it's link to arab countries. it's a chinese knock off product. I bought a nike shoes which looks exactly same except the quality and comfort. they also cheat with your credit cards if you are not careful with payment. there website shows there is a problem accepting your payment and when you do second time, it shows you paid twice. its a fraud side. don't waste your time and money.
Review by Amimul Finishes11 months ago
Ordered a Schott NYC Jacket, was delivered a Bench tracksuit top. Garbage order picking, pointless delivery and the only customer service is they provided me with a return label.
Since returning it has been 25 days and I've had no refund and no confirmation that they have received the parcel, as their own tracing link states "In Progress".
Complete joke. Avoid.
To be clear - this in no way reflects any aspect of the excellent Zalando.co.uk site which I use regularly.
Review by Jaxo1 year ago
I have bought an item thrice in this company and I have been consistently frustrated with their delivery time. Last one has been the worst I placed an order more than a month ago and until now no sign of delivery coming. I am from Finland and this company is based in Germany the latest it should arrive is two weeks. But nada! I ended up pleading to the customer service to find my items. Customer Service was not a help as well..I was just advised to wait for another 4 days and I need to write them back again so they can start an investigation... I hope my order arrives before Christmas and that will be my last one from them. Beware of this company! 33 days and counting for my items to arrive!
Review by Canteen1 year ago
Will never order from here again and if I have to still keep on running after them much long I will be getting a lawyer involved.
So story is, everything was until 3 of my orders were paid twice accidentally, 2 because my ebanking made the transaction twice nd the 3rd order was paid 4 times the amount because I kept on paying and kept on getting warnings for not having paid the amount (at the time I always though I might have forgotten to make the transaction but after a while I decided to check and noticed I had paid WAY too much). So I had to contact ZL for every single order, sent the bank statements and bank details. A month later I still haven't received the money. I send an email. No answer, not even to this day. I send another one asking how long it will take. They answer that the don't know but the finance department knows about it. I wait again...still nothing, I then go online to see whatelse needs to be paid and notice that I have an open bill for a pair of shoes I sent back and that the same shoes (in the right size) were marked as sent back (the ones that fit I paid 130 for and the ones that didn't fit were 115). I send a message to a woman explaining my prolems (by now I have already sent all the bank statements 3 times AND my bank details). She tells me to once again send the details, by now, I was so annoyed I sent her an exact list of what is wrong wirrten like so.
"order number" has been paid twice. I have paid 60 + 60 = 120 meaning I get 120 - 60 = 60 back.
Proof: "insert proof of bank statements with amount and order number marked on PDF."
and in the end I wrote. "so in total I need 60 + 60 + 75 = 195 transferred back to me" (The total was around 400 though)
I mentioned all the orders that were paid too many times and the shoes that were marked wrong. She then goes on to send me a message saying "please send me your bank details so I can transfer x amount (much less then I had calculated) back to you" and mentions something to every order BUT the shoes. So I tell her every single thing again and then demand at the end to get someone not so idiotic if she still can't understand because I explained AND calculated everything that even a 6 year old would understand. Still didn't work, had to do this whole thing with another 2 wworkers until I got my money back (3 or 4 months later), as for the shoes, well I am still working on it and last time I got the dumbest message.
"Send me your bank details so we can transfer the 115 back to you." (I had transferred them 130 the correct amount for the correct shoe but they marked the wrong one as the shoe that was sent back) After I had told them god knows how many times that they just need to mark the smaller/cheaper shoe as sent back and not the ones that I have sitting right in front of me. So now I got really annoyed and wrote how much of a dumbass idea that is and that it made no sense whatsoever because they would transfer me 115 (not the whole amount I paid) and I would transfer it back to them with the same order number.
Review by Pakkeboks Mandiveyi1 year ago
Unacceptable service! No logistic, no connection between Zalando and the delivery company providing their parcels ( Hermes, which is another not working properly company ). No one is taking responsibility for missing and not delivered parcel, only excuses from everyone. BIG BIG WASTE OF TIME, 6 parcels in a row hasn't been delivered and no one can't tell me WHERE THEY HAVE BEEN THE WHOLE TIME AND WHY THEY ARE NOT DELIVERED! WON'T USE ZALANDO LONDGE EVER AGAIN!
Review by Amparito1 year ago
I have been using Zalando Lounge . dk for about 2 years now and am very happy with the products, prices and retours. Det bare virker.
Review by Sheree Blitsen1 year ago
35 Days since sending 2 items back through the same tracking number, I got refund for one and not for the other one. The tracking though Hermes shows items still in transit, however after 6 days since posting I got refund for one item, but not the other which I am still waiting on day 35th. Contacted Zalando, they make me wait 30 days before they take action, following that, they make you fill a declaration form that you already send the parcel back and after that they do not reply to emails anymore. They lost my parcel and do not want to refund me at all. This is an extremely frustrating shopping experience so please avoid this fraudulent company if you want to keep your sanity and have a pleasurable experience. Use Brandalley instead.
Review by Varvara1 year ago
DO NOT USE THIS COMPANY.
I placed an order 7 weeks ago and didn't receive the goods by the expected delivery date.
After several phone calls and much frustration I decided to ask for a refund only to be told that this was not possible at the time because of some 'technical issues'.
3 more weeks have now passed and still no refund or goods and most frustratingly no replies or acknowledgement to any of my emails.
This company is a complete joke and judging by many of the other reviews on this thread should be subject to criminal investigations by the relevant authorities.
Does anyone know if there are any class proceedings or watchdog complaints against these crooks?
Review by Kittson1 year ago
My friend had ordered a watch that was supposed to be a present for her bother's birthday and after two months there is no sign of it. We live in Denmark so we have contacted PostNord about the parcel to find out that it is not in their system, whereas Zalando says that PostNord should definitely know where it is. Very disappointed that Zalando points with the finger at the other and do not take responsibility for their mistakes.
It was quite rude to ask the customer check the parcel on their own with PostNord when the fault is Zalando's for not having things done correctly.
I hope we can get a refund, but we have lost our faith in this company.
Moreover, Zalando has blocked my friend's first e-mail or they are just ignoring her messages.
Zalando, let's get the refund done as soon as possible. Even I can't wait longer because you have already destroyed a birthday party.
Review by Iqeel1 year ago
im shocked by some of the negative reviews on this site. I must of ordered at least 60 different items from Zalando lounge over the last couple of yrs and i really havent had any issues. Its by far my favourite shopping site as the deals are just so good! ive recommended this site to many friends to and none of them have had any issues either.
Review by Mitoriya1 year ago
Im not even sure if they are a real company or just a big fat prank ...
I ordered a wallet, finally found something i liked . Had to wait for 1 month for the order to come , and when it finally came it wasnt a wallet but a cosmetic product . What ?! One would say they had enough time to at least send me the right product .
I called the client service , they told me ohh you were unlucky , we will refund your money so send the pack you got back to us . They can not send the item i ordered and waited for 1 month anymore , i mean ... im puzzled .
Ohhh and they will also give me 20% discount , ahaha as if im ever gonna use this joke of a site again .
Review by Shauanna1 year ago
This company is a joke. Weeks after a parcel going "missing", I am told by customer support that the team chasing Hermes do not have phones !!! and cannot chase up enquiries and when I ask to speak to a supervisor about getting my money back I am told there are no supervisors!! After a long pause in response to further questions I am also told there are no staff who handle complaints and that the only thing the company has is a legal team - I wonder why. This is a total joke and they make every excuse not to deal with issues. Do not use this site!
Review by Trictan1 year ago
Great products. Great prices. Great concept. But why on earth would you co-op with Postnord? They have a 0,4 rating on this very site. I repeat, less than one out of ten. And for excellent reason.
My status on their tracking service has been ”Delivery today” for the past 4 days. Unless I’m not aware of an alternation to the before-known 24h-day, this seems to be quite unfitting when it comes to the ”Today” part of the status.
Not just this, but they don’t have a clue as to where my delivery might be.
Literally every other company (DHL, Finnish postal service etc.) would do a better job.
And to add to the mess, no help what so ever from Zalando’s part. Which, to be fair can’t really be expected in these circumstances.
So all in all, Postnord is the worst thing after the world wars and so are ZL for choosing to work with them.
Review by Chronologic1 year ago
that's not how to treat customers
Review by Cantrap1 year ago
What a complete Joke this company is!
We ordered 2 winter jackets in November for the cold winter months .... still waiting in January only to find out one of them has been cancelled because they can not fulfil the order. The customers service staff are unwilling to help and don't know anything. The worst part is nobody has even bothered to let us know! They have not offered a solution let alone an apology for messing us around. I will not be using them again! I would warn against anyone using this company!
Still not received anything. The website now says the products were sent out last week, nothing arrived. Rang customer services (if you can call it that) again today to be told that they had no idea where it was and i would have to wait... I'll give it another month shall I?
Seriously this service is so disappointing. If you do order anything I would be prepared to wait. WE HAVE BEEN WAITING 3 MONTHS!!!
THEY HAVE LOST THE ORDER! COMPLETE JOKE! I have been sent a £20 voucher for use on orders over £40.00 without any real explanation or apology. Buying from Zalando is like gambling. I wouldn't use Zalando again if it was giving it away! AVOID AT ALL COSTS!
Review by Suddened1 year ago
Placed an order on their website but on paying via PayPal, Zalando's website said the payment had not been completed. However, I immediately go a notification from PayPal saying I had paid £373 to Zalando Lounge so I knew the payment had gone through. Zalando have no record of my order, it does not show up on My Account and I have received no email notification or an order number. Zalando won't cancel my order as they say it was never placed... even though they have received my money from PayPal. I am currently liaising with PayPal to try and get my money back. Do not use this company, they are not to be trusted.
Update... Zalando Lounge did refund my money in full via PayPal although I did raise a dispute via PayPal first. But all has been resolved. However, I still wouldn't recommend or use the site again after the issue.