• Zalora Philippines

Zalora Philippines

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Overview

Zalora Philippines has a rating of 2.32 stars from 117 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Zalora Philippines most frequently mention customer service, and next day problems. Zalora Philippines ranks 1059th among Women's Clothing sites.

  • Service
    14
  • Value
    13
  • Shipping
    13
  • Returns
    11
  • Quality
    13
Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
2
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What reviewers want you to know

Positive highlights

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Critical highlights

  • I chatted the customer service thing which by the way is totally clueless on whats going on.
How would you rate Zalora Philippines?
Top Positive Review

“The only online shop i trust”

Pol R.
6/19/20

Idk why i've been seeing negative feedbacks about Zalora. I've already bought thrice from this online shop- adidas basketball shoes, adidas bags & a jansport backpack. ALL ARE LEGIT. All of em are original. There's no defect. It only took me 1-2 days waiting for the delivery. It's the only shop i trust online. Never bought anything from other shops like lazada/shopee. Hehe

Top Critical Review

“Hassle shopping, poor customer support”

Mary D.
12/15/23

Pinili ko ang BPI installment payment method upon check checkout pero COD ang nagreflect. Sayang ang voucher ko.

Reviews (117)

Rating

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Reviews that mention popular keywords

customer service (23)
Thumbnail of user rivera.luisa1992
1 review
1 helpful vote
November 20th, 2023

Ang hirap mag return ng item sakanila, na sila naman nagkamali! Grabe, ayusin niyo naman sana. 2 weeks na wala parin pumipick up!

Service
Value
Shipping
Returns
Quality
Thumbnail of user mgtambong
1 review
0 helpful votes
December 15th, 2023

Pinili ko ang BPI installment payment method upon check checkout pero COD ang nagreflect. Sayang ang voucher ko.

Tip for consumers:
Make sure na pag nag order kayo, may video or screenshot para pag mayroong issue, may proof kayo kasi puro sorry lang ibibigay sa inyo ng customer support.

Service
Thumbnail of user hellok4
1 review
9 helpful votes
February 15th, 2021

They deliver defective products but will not refund the money to card, instead they will put in zalora wallet so you'll have to spend the money through them and if you insist to credit it back to card they will stall the revert for a month at first and then redo the process over and over again so you'll get tired of waiting and eventually give up your money. NEVER BUY FROM ZALORA. It is exhausting and you'll be the only one to suffer.

Service
Value
Shipping
Returns
Quality
Thumbnail of user skyf21
1 review
0 helpful votes
February 27th, 2023

Have a lot of brands to choose from but the overall shopping experience is not good. Difficulty with sizing options for unisex products as there's no indication whether the default size displayed on the product details page is for men or women. Can't change address once order is placed (at least once).

Tip for consumers:
Be sure to double check with the customer care the correct size of unisex shoes products as you might end up choosing the incorrect size. Be sure to double check your shipping and billing address before checking out.

Products used:
Sandals

Thumbnail of user polr4
1 review
18 helpful votes
June 19th, 2020

Idk why i've been seeing negative feedbacks about Zalora. I've already bought thrice from this online shop- adidas basketball shoes, adidas bags & a jansport backpack. ALL ARE LEGIT. All of em are original. There's no defect. It only took me 1-2 days waiting for the delivery. It's the only shop i trust online. Never bought anything from other shops like lazada/shopee. Hehe

Thumbnail of user cees6
1 review
1 helpful vote
March 28th, 2022

I just received my order today and could immediately tell they are fake.
Here are a few reasons why:
1. The serial numbers on the box and each shoe are different (3 distinct serial numbers in total)
2. Cheap material especially the rubber and canvass
3. The labels are randomly sewn instead of being securely placed at the center
4. Multiple stains found, logo is damaged
5. Thread on the tag is cheaply sewn
6. Thread pattern is different from the product photos

They did not even send me a copy of my receipt.
I compared the shoes that I got from ZALORA with the EXACT SHOE in the CONVERSE OFFICIAL WEBSITE. That's how I knew the differences. I already filed for return.

Tip for consumers:
Not all branded products are authentic, even if you buy them from the official stores

Products used:
NONE

Thumbnail of user francisc220
1 review
8 helpful votes
September 2nd, 2020

Don't buy their perfumes which are on sale because they are most probably stale/expired already and has lost its scent and longevity. I bought Davidoff Cool Water and that's exactly what happened. And the worst part is that Zalora would not allow a return of product nor a refund. Buying perfumes is a very risky transaction with Zalora. I advise you NOT to buy there.

Thumbnail of user marialuzt
1 review
28 helpful votes
June 17th, 2020

I ordered for the first time 2 pairs of bandolino sandals it was size 9 but sad to say still too small for my feet. Then i requested for refund right away and have the items drop off the following day but it's more than ten days already and i don't even have a clue if i can still have my money back... please zalora do your job in refunding as you promised!

Thumbnail of user norelq
1 review
1 helpful vote
April 11th, 2021

Zalora is known for expensive online shopping but cant deliver on time, its very disappointing because they're excuses is ecq, why lazada and shoppee can deliver on time even if there's an ecq, i keep on asking for an updates, i placed my order last april 4 and its already april 12 now its more than the standard time frame, it sucks im so very disappointed

Products used:
H AND M

Service
Value
Shipping
Returns
Quality
Thumbnail of user eiganerg
1 review
5 helpful votes
March 14th, 2021
Verified purchase

I wonder why it is rated low where in fact this is the most trusted, genuine, original selling products. I have bought 8 pairs of Nike basketball shoes and all are original and good deals. I never shop at Lazda or Shoppe. I only trust this Online retailer. Check for yourself. I am a witness here. Thank you.

Thumbnail of user carylsquirrelp
1 review
14 helpful votes
January 7th, 2019

I place an order for leggings 5 months ago ( just one pair). Still have NOT received my order. I have contacted and contacted and contacted customer service! I have checked my order number, which no longer exists! Customer service says they have a glitch in their system but that it was going to be mailed out to me right away. That was two months ago and still nothing! I'm sure their clothes are amazing IF you ever get them!

Thumbnail of user gracem267
1 review
19 helpful votes
June 30th, 2020

I received the wrong size of my order on Saturday, June 27,2020 around 5:43pm. The shoe box was torn into pieces it looks like it was done intentionally. I immediately process the return and exchange on my Zalora app but I haven't received any update from them until now. The next day I decided to contact Zalora via email and told them about what happen the same thing no response or actions taken. On the 3rd day, I tried the live chat and spoke with the agent named Ron after I provided all the information needed the chat got disconnected. I was routed to another agent and started all over again. Poor customer service! I will not recommend Zalora to my friends and family. By the way, I have a proof since I took a picture and a video of how my order looks like when I received it.

Thumbnail of user jamaicam1
1 review
21 helpful votes
January 14th, 2020

I purchase a shoes last 11/11 and put the discount code but unfortunately they collected the full price of the shoes right away so I cancelled my order in an instant after I checked the charges. They said it will take 3-45 business days before the money will reimbursed to my bank. But ITS NOTW JANUARY AND I NEVER GOT MY MONEY BACK. THEY DONT RESOND TO ALL MY EMAILS, THEY DONT ANSWER MY PHONE AND YET IT COST ME A LOT MONEY TO CALL THEIR CUSTOMER SERVICE. THEY JUST STOLE MY MONEY AND NEVER GET BACK TO ASSIST YOU. WORST ONLINE COMPANY EVER!

Thumbnail of user dianad679
1 review
5 helpful votes
September 3rd, 2020

Bad customer service received from Lora! Unhelpful and sarcastic! Not even checking the history of the purchase. I always order items online and their customer service is by far the worst i've encountered

Thumbnail of user sheanef
1 review
16 helpful votes
December 9th, 2019

It was my first time to order zalora but they gave me defective items and the package box are totally devastated. So disappointed, I'm currently waiting for my last order until now they still didn't deliver it and they didn't answer my emails about my return of packages. I paid the right exact amount... Zalora you should do your job very well!

Thumbnail of user lynxs
14 reviews
23 helpful votes
March 11th, 2019

My first time ordering at Zalora, so i've ordered a Sweatshirt that seems good quality and seeing it's price about 1,000ph and used the first purchase coupon which atleast discounted a little. About a week later, i received the item and packaging seems alright and the first thing that bothers me is the cut-out tag (See image). It's seem so suspicious because it look deliberately cutted out and also the quality of the print. Terrible, it looks like it was made out of a low quality T-Shirt printer and i noticed there's this hole on the side of the shirt (See image).

And also NO USER REVIEWS or any kind of feedback on the item. So making it a gamble to order and pray to god that you got a good quality item. They even have branded items like Nike, Reebok or Adidas but there's no telling if that item's real or not, it could even be fake or a class a one for all i care.

I totally would not recommend here. I will not return this as a reminder of my mistake and it's also a hassle to return it anyway.

Thumbnail of user martina34
2 reviews
23 helpful votes
June 6th, 2019

I bought a pair of Oakley sunglasses which turned out to be counterfeits. The lenses developed bubbles and have become hazy making it completely useless despite it is seldom used and stored appropriately. I paid more than eight thousand pesos for a piece of junk.

Thumbnail of user mariaa467
1 review
1 helpful vote
September 3rd, 2019

I order twice ung unang order ko iba ang pinada sa order koIka 2nd time ako nag order skirt lang dumating wala ang blouse at iba ang size sa pinadala. Ayusin niyo ang service niyo at madadala mg customer masaige pa talaga sa mall mamili..

Thumbnail of user lorip153
1 review
21 helpful votes
May 3rd, 2019

I've been ordering from zalora since 2016. I ordered sneakers like adidas, keds, puma, fila so far authentic naman lahat. I compared them in SM store. Nakuha ko at a much discounted price like yung 1 item left in stock na lng kaya nagbigay sila ng extra percent off. I can say that i am very much satisfied with all the items i have ordered from them.

Thumbnail of user caesara1
1 review
16 helpful votes
May 9th, 2020

Thanks Zalora for the item it was so good and perfect. I love the slippers but my only problem is the delivery is too long 45 days due to ECQ. Anyway it's worth the wait because I love the item. Looking for another items again soon. Stay safe and God Bless...

Thumbnail of user onoc
1 review
17 helpful votes
January 4th, 2020

Among all shops, Zalora PH continues to have the WORST customer service ever. Late deliveries, sudden cancellation after almost a month, late refunds, can't even use the refunded amount in wallet which results in an order error, very UNRESPONSIVE cs, not available in their specified time, they don't bother reading customer emails for weeks and ignores most of them, unreliable sizing charts and measurements,

Horrible UI; glitches everywhere like can't return an item thru their app, can't order, items keep dissapearing from back even when they still have stocks, can't filter for sizes sometimes

All in all, the most unprofessionalshopping platform. I hope they $#*!ing burn for the hours they made me waste trying to message a very unresponsive cs and shopping only to have them cancelled or error

Thumbnail of user amans78
1 review
3 helpful votes
December 15th, 2020

I don't know why I've seen a lot of negative reviews and "fake items" but I've never experienced this. I bought expensive stuffs from Zalora, like 3 Lacoste bags, Nike shoes, etc. All are legit. I did extensive research and even went to the physical store to compare the items, and all are legit. The tag inside the bag, the material, the color, perfectly matches the ones from the physical stores. Also, others might be confused if they see a different seller name, but please do your research, these are actually names of official distributors in the PH. Like Kate Spade and Kurt Geiger, may be sold by Store Specialist Inc. on Zalora, because SSI is the official distributor of these brands including brands like Gucci. If the item is sold by Zalora, it is because Zalora is like your typical Department Store, they buy items from official distributors at a lower cost and sell them at their store. That's why like Department Stores they can also go on sale just to get the same or at least a bit more of the money they spent buying the items from distributors. I just don't like the packaging, they just simply put it inside the Zalora plastic bag, no bubble wrap or whatsoever. Hope they do better, especially for expensive items.

Thumbnail of user victoraugustusa
1 review
1 helpful vote
August 23rd, 2021
Verified purchase

Never had a problem with Zalora. Ordered a lot from them. All items are authentic from Patagonia, H&M, Columbia, Under Armour, ARKK Copenhagen, On Cloudflow & Nike. Zalora is my best choice when it comes to clothing, shoes & accessories...

Tip for consumers:
It's a helpful site for your online orders

Products used:
Shoes, bag, shirt, cap, etc ..

Service
Value
Shipping
Returns
Quality
Thumbnail of user miraclef2
1 review
13 helpful votes
June 12th, 2019

I have bought numerous items from Zalora ranging from sneakers, clothes, and facial care products. They were packaged properly and delivered in a timely manner. The puma sneakers I got are authentic. You will know once you try them on. They are comfortable and light. Fake shoes may share the same look but not the "feel." Also, I feel it is safer purchasing items at Zalora because they have partnered with all the brands they carry, not like they have different resellers whose products are not screened. That's just my take

Thumbnail of user online.p
1 review
0 helpful votes
April 10th, 2023

I bought a Jabra headset with them to use for my ESL work. After going over several reviews online I finally thought of buying one and since I had a good experience buying a bag with them before I opted to go with Zalora one more time. But after receiving the headset and trying it out, to my surprise and dismay it cannot even SUPPRESED NOR REDUCED any background noise, so I returned it to them the following day. Then it took a while and finally an email saying they already have my returned package, then the recent email I received after a few days did not even give me any proper resolution, and worst he closed the ticket. My money is with them as well as the item. So I opened another ticket again with the previous details, the next CSR is very kind enough to be overly sarcastic to even say that "It is impossible to get 100% noise cancellation even with headsets worth 25,000 and up". Hell, girl, it is not the right time for you to say things comparing expensive items to just entry-level items that I bought! That is also one of the reasons preventing me from buying higher priced products because it might be defective and won't be able to do even NOISE REDUCTION. They wanted to return the same item to me that IS NOT FREAKING WORKING AT ALL. I needed a headset not just for a normal day kind of music listening or calling but for professional work. It seems that this company's CS doesn't even know how to properly work or answer customer service concerns, they lack empathy and a sense of urgency as well as comprehension of what the customer's underlying concern is. Very incompetent, and unprofessional and don't really care about their customers. I'm not going to be surprised if this company will slowly dies out soon because of not caring about the source of their income, us, the customers.

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About the business

Best Online Shopping Philippines for Fashion | Discover the latest Clothing, Shoes, Beauty, Watches, Bags, Sports for Men and Women on ZALORA Philippines! Cash On Delivery? Free Shipping Over P995? 30 Days Free Returns? Shop now at the leading onlin...

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2.3
117 reviews
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