• Zalando UK

Zalando UK

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Overview

Zalando UK has a rating of 1.9 stars from 50 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Zalando UK most frequently mention customer service problems. Zalando UK ranks 795th among Clothing Other sites.

  • Service
    23
  • Value
    21
  • Shipping
    22
  • Returns
    20
  • Quality
    20
Positive reviews (last 12 months): 0%
Positive
0
Neutral
1
Negative
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What reviewers want you to know

Positive highlights

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Critical highlights

  • Terrible service and terrible customer service will not be using you in future Avoid and buy from A reputable company
How would you rate Zalando UK?
Top Positive Review

“Happy customer”

Amrie J.
9/9/22

Surprised to read mixed reviews here. I never had a problem and I order from them serveral times a year for about 6 to 7 years already. Have returned quite a few items over the years, always got the money refunded quickly.

Top Critical Review

“Beware of fakes”

Claudine D.
3/21/23

Read "Zalando" (on-line)article about only selling genuine goods so I purchased a pair of Addidas Gazelle trainers.Parcel came quick but unfortunately they are FAKE/ COUNTERFEIT. I even went to a reputable store to compare them.I won't be returning them due to all bad comments on trying to get a refund.The genuine pair are on the left and darker in colour. Will never order from this company again.

Reviews (50)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (15)
Thumbnail of user claudined26
1 review
2 helpful votes
March 21st, 2023
Verified purchase

Read "Zalando" (on-line)article about only selling genuine goods so I purchased a pair of Addidas Gazelle trainers.Parcel came quick but unfortunately they are FAKE/ COUNTERFEIT. I even went to a reputable store to compare them.I won't be returning them due to all bad comments on trying to get a refund.The genuine pair are on the left and darker in colour. Will never order from this company again.

Tip for consumers:
That they do sell fakes. I've not used refund service,but reviews are not good where refunds are concerned

Products used:
Addidas Gazelle trainers

Value
Shipping
Quality
Thumbnail of user sabahmahmood89
1 review
2 helpful votes
May 9th, 2023

I would give this company minus stars if possible. I purchased a Mango jumper through Zalando. The jumper was worn once and the seam from the shoulder area opened up revealing half my armpit and left me in a compromised position at work, absolutely embarrassing! I complained to Zalando and asked for a solution as this is not something that should happen after one wear. They offered me a 5% return discount. 5%?! I can't wear the damaged jumper at all as the hole in such an awkward area that can't be stitched up either. They continued to refuse a proper compensation saying they have assessed the pics and think 5% refund is acceptable. I am absolutely disgusted. They evidently sell damaged items and offer no refund. Return option is that YOU pay for your return yourself. How ridiculous. Will never buy again from them. Awful company.

Thumbnail of user georgeb2205
1 review
3 helpful votes
April 10th, 2023

Sent a north face coat back over £200. They received my returned order on 1st March but didn't correspond what so ever. They literally made me chase & beg just to look into my query which they refused to do until I signed a 'legal document' then I was told my refund has been rejected because item wasn't in the bag. Although I have photos of the parcel as I dropped it off to evri, zalando refuse to provide any further information & just ignore me. No customer support what do ever and just steal peoples money. They're doing this to a lot of people according to chat groups. Someone needs to stop this company defrauding people! It's theft.
My advise is you
1. Report to your bank
2. Call citizens advise
3. Report them to trading standards
4. File a report with Action Fraud

Tip for consumers:
Fraudsters! Not safe to use

Products used:
North face coat

Service
Value
Shipping
Returns
Quality
Thumbnail of user robertt3267
1 review
2 helpful votes
February 15th, 2023
Verified purchase

I ordered 2 X pairs of Levi jeans and they were delivered today by Yodel. I thought the package looked odd as it had been wrapped with brown parcel tape. Upon opening the package I was somewhat shocked to find no Levi jeans but a shrink wrapped bundle of dirty shirts and an old jacket. Not bad zalando you get my £84 and in return I get someone's dirty washing. I am disgusted. Although I spoke to one lady who said return the items for a refund. No! So I rang again and spoke to a polite lady called Lisa who told me to bin the old clothes and she would authorise a refund to my account.
Now I am not saying it was the seller it very likely was the carrier and someone somewhere is stealing goods from packages and substitute items are then delivered. Either way Zalando and Yodel will not be on my approved shopping lists.
I since looked and the jeans are now out of stock on the website. Gutted to say the least. Bob

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Thumbnail of user wa191
1 review
1 helpful vote
September 13th, 2022
Verified purchase

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.

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Thumbnail of user mariel780
2 reviews
2 helpful votes
December 19th, 2022

They have disingenuous tracking and it is questionable if the goods are ever dispatched, impossible to get a refund and I suspect they don't have a lot of the goods in stock even though they charge the customers. Avoid this company! I suspect that to charge for a product that they don't have or knowingly will not have in stock and commence questionable tracking maybe in breach of consumer retail law as per CCPC.

Tip for consumers:
Avoid this company

Products used:
Never delivered the paid for items only told me they were lost when I looked for a refund for undelivered goods

Service
Value
Shipping
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Thumbnail of user carlaj87
6 reviews
16 helpful votes
July 13th, 2022

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.

Tip for consumers:
Just don't!!!!

Products used:
Shoes (counterfeit)

Service
Value
Shipping
Returns
Quality
Thumbnail of user c.brett158
1 review
0 helpful votes
August 4th, 2023

This company kept sending me shoes that had diamontes missing so poor quality i gave up on them. I sent back parcel with proof that it was returned. They mess me about and then say nothing in parcel.

Horrified and feeling sick I ask them to investigate with evri and warehouse. They say they will not engage in further conversation and not speak to evri. The return contract is with evri so evri won't speak to me. So we as customers of xalando have no come back. They are actively scamming people. I have reported them to action fraud and trading standards.

Tip for consumers:
Please look at all review sites. This company is actively robbing people

Service
Value
Shipping
Returns
Quality
Thumbnail of user ekaterinat14
1 review
2 helpful votes
October 24th, 2022

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.

Service
Shipping
Returns
Thumbnail of user pepac
1 review
3 helpful votes
November 29th, 2021
Verified purchase

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…

Thumbnail of user jamesm7801
1 review
3 helpful votes
November 15th, 2022

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!

Tip for consumers:
do not use this site they will steal your items and money

Products used:
none the quality was shocking

Thumbnail of user natalias121
1 review
1 helpful vote
January 16th, 2022

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!

Tip for consumers:
They provide unrealistic delivery dates that they don’t stick to

Service
Value
Shipping
Returns
Thumbnail of user mstezhka
1 review
0 helpful votes
November 30th, 2023

For the third time in a row, my goods have not been delivered. The post office says Zalando is giving the wrong address. I've written to support for the sixth time, but they haven't solved the problem. Every time they tell me to place a new order if I want to receive the goods. But every time the delivery error is repeated. I will try other sites, they are not customer-oriented at all.

Service
Value
Shipping
Returns
Quality
Thumbnail of user emilyfleur2017
1 review
0 helpful votes
September 23rd, 2023

Returned some items from my order (worth over £700), parcel was sent with Evri and was handed to Zalando. They now turned around and said they never received the parcel and cannot issue refund. It has been months now and they are not responding to emails and no possibility to call.
Absolutely shocking company! DO NOT BUY FROM THEM

Thumbnail of user judgec10
1 review
1 helpful vote
January 11th, 2023

Spent €200 on boots to receive the next size up. No good. Tried to 'interact' with site- waste of time. Then read reviews below- pity didn't before purchase as I now am down €200 with ill fitting boots. Was going to return/courier them back but that is worse. I am going to list boots on eBay and recoup any money spent. DONT BUY ANYTHING!

Thumbnail of user tarah441
2 reviews
1 helpful vote
November 22nd, 2022

Why do your customer service team not deal with complaints I have asked on 4 occasions for my complaint to be escalated and they avoid answering and send me a standard non relevant reply

Thumbnail of user gr160
1 review
1 helpful vote
January 4th, 2022
Verified purchase

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

Tip for consumers:
There prices are up and down like a yo yo, the small amount of money (couple of £) is not worth saving, shop else where for the after care and service

Products used:
Jumper

Service
Value
Shipping
Returns
Quality
Thumbnail of user paulinaz5
1 review
1 helpful vote
June 14th, 2020

Appalling company. They received returned item but have not returned the money. For me that's theft!
I have been e-mailing them since 27/05/20 (today is 14/06/20) and have not even received an acknowledgement.
I sent them 8 e-mails and nothing. I have also copied in CEOs: Rubin Ritter, Robert Gentz, David Schneider and NOTHING. They are all thieves and the fact that the CEOs can't care less about their customers says everything you need to know about the culture in this company.
DO NOT BUY ON ZALANDO!

Thumbnail of user maposat2
1 review
0 helpful votes
September 20th, 2023

I ordered an item and when I received it, it wasn't as described. I sent it back, and the company received it and acknowledged receipt only to send a nasty email claiming that I had sent back the wrong item. They went on to send further untrue emails and eventually wouldn't reply to my emails. They won't give me my refund or send back the item I paid for.

Tip for consumers:
Stay away from them

Products used:
small white bag

Service
Value
Shipping
Returns
Quality
Thumbnail of user samj859
1 review
2 helpful votes
January 11th, 2023

An absolute shambles of a company!
Ordered a pair of slippers over the new year, when they arrived they were tiny on me. This is a manufacturing/size thing.
I organised a return via Evri where the courier took 2 attempts to finally collect the parcel.
I have left it a week and just put the tracking number into the Evri site, only to find out that the tracking number for the return is apparently invalid.
I have contacted a Zalando representative who informed me that they would investigate. That their didn't provide replacements, even though the slippers I originally bought at £32.50 are now £64.99, basically I have to pay twice the price and risk not ever getting my refund.
I decided to save myself the risk of losing nearly £100 for a pair of slippers.
The confusion I now have is how do I actually get my money back. Do I have to put a dispute in with my bank?
An absolute shambles of a company. Very happy to scam people out of their hard earned money. I got off lightly, I hope people don't lose large amounts of money to these con artists.

Service
Value
Shipping
Returns
Quality
Thumbnail of user roberta3591
1 review
1 helpful vote
February 26th, 2023

Tried to Buy Calvin Klein Cupsole Trainers Black & Ruby Red, showed in Stock in 6 of their ads. Tried to checkout and all I got was some fake message there is a problem try later. Obviously doesn't have stock, can't finalise transaction Scam Site definitely don't do business

Tip for consumers:
Stay away ,only grief from this site advertise items they don't have

Products used:
None Advertised items couldn't be purchased despite (In Stock)

Service
Thumbnail of user dagmarak1
1 review
1 helpful vote
December 27th, 2021

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!

Service
Value
Shipping
Returns
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Thumbnail of user georgiaa96
1 review
3 helpful votes
December 17th, 2022

Absolutely disgusting company. Any good reviews on here have clearly been paid review. Nothing but a scam please please please read reviews before you purchase. You won't get what your order and they will refuse to refund your money. I wouldn't even give them a rating at all

Thumbnail of user kardelenk1
1 review
0 helpful votes
January 15th, 2024

I have got my delivery. But inside of the boots, i found a worn smelling disgusting sock with hair cover on it. I contacted reclaim of zalando to complain about the issue. They answered me with 5 pound rebate money! If i wanna keep. İf not, i need send boots back to get rest of the money of 29 pound for boots which is the same money for i paid for the boots. And they cannot send any replace boots.Where is the rebate then? When i replied it is not acceptable, they answered me with saying this was reclaim team decision to give me for dirty sock. İts not acceptable. Beware

Note: i contacted live chat and email eveythig they are bunch of robots giving same responses when i give reasoning hang me up. I wish i read these reviews before i order it. But at least mine product was not worn and not that bad shape. I was lucky! But never again.

Service
Value
Shipping
Quality
Thumbnail of user manobm
2 reviews
19 helpful votes
August 10th, 2020

I have been waiting for my refund for more than 3 weeks now. Contact customer service use less giving me stupid explanation why I haven't received my refund because of technical error. Lair they sale counterfeit products. This site should closed down as they have failed to value there customers. Keep lying many more customer like me waiting for refund. I do not contact Zalando any longer because it's point less. They are doing illegal by keeping my money and I can't get resolve with them because they are lair so I now contact my bank to get the money back. People who still continue shopping with Zalando stop wasting your money. It's better to buy from Nike, Adidas and all the big brand from there online site where many offer 60% discount and refund within 2days and you have genuine products and peace of mind.

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