www.zalando.co.uk Reviews

I order 2 pairs of December boots and a bag late on the 9th of December They arrived yesterday the 15th of December. keep in mind this was over the weekend and its free. I looked up the reviews on this site and I started to worry although my friend spends most of her days ordering from this site and has no problems,I still had reservations , anyway I left it and called them yesterday morning and I got to speak to someone straight away they said my order would be with me later in the day and hermes delivered . fantastic site lots of gorgeous clothes boots and accessories well done LOVE my purchases. .

Date of experience: 16 December 2014

I ordered a present for my wife from Zalando which was to go with other items and this one was one of the more important. I placed the order and thought no more about it. That was until I read the reviews on Trustpilot. Then I started to worry. Zalando then emailed me to say that they had despatched my goods via Hermes. I then read up on Hermes and it seemed they were even worse than Zalando. I was at this stage ready to accept that I would never see my goods and my money was as good as gone. I was given a tracking number by Zalando for Hermes that, when entered into the Hermes tracking site came up as invalid. I immediately thought "here we go".
I then sent an email to Zalando on Saturday 13th Dec explaining the situation and, although I was informed that weekends were "out of hours", I received a reply within the hour with the same tracking number but with a direct link to Hermes and that worked fine. First Brownie point to Zalando.
Over the weekend the tracking details were updated and when I checked this morning (Monday 15th Dec) Hermes site informed me that the parcel was with the courier and whilst I was reading this there was a knock at the door and a nice lady stood there with my parcel.
Therefore, to sum up,
10 out of 10 for Zalando. The item was as described on their site and is everything I was hoping for.
As for Hermes, how can you fault a delivery that arrives on your doorstep before the e-mail telling you when it will arrive. That's quick.
All in all a very satisfactory transaction on all counts. As for reviews in future I think I will take them with a pinch of salt.
Well done both Zalando and Hermes.

Date of experience: 15 December 2014

Recently I've ordered a really nice pair of raw jeans. I was promplty informed that there has been a delay with my parcel leaving their warehouse but after a few days I got my new favourite jeans.

Date of experience: 07 December 2014

I ordered a Christmas suit for a family meal so paid an extra £7.95 for next day delivery. It did not turn up on the specified day, and I have now been told it will be delivered 5 days after the order was placed. To make it worse, the contact number is constantly engaged so you cannot even contact them. Awful service, will not use this company again!

Date of experience: 05 December 2014

I bought a jumper size XL (im only a size 12) as I wanted it a bit bigger, when it came, it was nothing like I had seen online and was definatly not an XL even though it was tagged that way, it was also extremely cropped where as it had been normal length in pictures. I also had payed for next day delivey as I was at uni needed it before going home (where it would have costed more to ship there). So when it came to returning it, I got an email a week later, only giving me half of my purchase refund!! When I called to ask why, they repeatedly said that the more expensive postage was not refundable and that any discounts (ie student discounts that was only £3 off) were then also taken off extra on top of my poor refund, leaving me with half of what id originally spent! I had returened it the next day id got the item, in its box, perfect condition, only to be scammed for giving me half of my money back and the jumper could easily be sold on for full price!! Its cost me half of my money for me to have absolutly nothing! At no point was there anything on the screen to point me directly to the fact that my next day delivery is non refundable, nor did it tell me about the discount being taken off further from my refund meaning they got the extra money anyway! I was only told after Zalando had recieved my return! This, in my opinion, is a breach as the extra information was not in a noticable state to see and also it was not as described! I am not happy and never using the company again! But I want my FULL refund! Useless!

Date of experience: 04 December 2014

Granted I've not been waiting that long and I only followed up my order with the company yesterday (26 November) but I have spent £85 and am still awaiting my goods. Apparently, they are with Hermes but have been there, at their hub, since 21 November. No delivery attempts and no way to contact Hermes to check. Will await a response from Zalando but frankly I'm concerned afer reading the reviews above. I too received the 'we're really busy and it'll take longer to reply' message. Interestingly the package number which is shown when you click the 'track delivery online' link on the Zalando website is not recognised when you enter that directly into the Hermes website. Am concerned.

Date of experience: 26 November 2014

Placed order on 17th of October, still didn't receive it. Called numerous times to customer service, no progress at all. Asked for my refund, and all i got is saying that Zalando is starting investigation about my missing package.

Date of experience: 10 November 2014

Had a faulty Item, Was offered a percentage to keep it, decided I wanted a full refund. Easy return process and dealt with expertly by the customer service team, Great service all round, will continue to shop with Zalando in the future

Date of experience: 05 November 2014

Really unreliable. I placed few orders in the past months and have encountered various problems. The first order had a missing item which unfortunately was no longer in stock and I found myself with a pair of trousers but no matching blazer, so I ended up buying it somewhere else at a higher price.
In my last order a pair of Sisley trousers were the wrong size. I ended up sending back all the three trousers bought but I was refunded only for 2. I am still waiting to get back £36. i had to sign a binding declaration to be filled in with all item numbers, order, etc. I received an email saying that it will take up to 14 days for the refund to come through. Apparently there are some employees making quite a few mistakes in the stockroom/despatch department of the company (or simply are dishonest??) and the end result is a seriously low level of reliability and quality service towards the customers. The only reason I used the website is because they stock Benetton and Sisley (especially older items which are dissicult to find otherwise)

Date of experience: 03 November 2014

"Unfortunately we can't offer online returns at the moment as there's been a technical error."
The rest of the website seems to be working perfectly.
What are the chances?

Date of experience: 17 October 2014

Very disappointed. Ordered new trainers but not received them yet, zalando not replying to emails.

Date of experience: 10 October 2014

I am originally from Los Angeles now living in the UK. Like many L.A. girls, I love my designer denim and brands. Most American items in the UK are, at least, double the price compared to back home. However, one day, I stumbled upon a pair of True Religion jeans that I have wanted for a while. In the US, they cost approximately $180-$200, at least the last time I saw them. So, when Zalando offered them at £89, in my size, I jumped at the o chance to get my order placed. The jeans rarrived a few days later and the first thing I noticed was the material was very fragile, wafer thin. Unusual even for relaxed, distressed denim. Excitedly I tried them on. They were, at least, two sizes too big for me and I'd ordered a size smaller than usual because since a battle with a medical issue, weight I had gained is falling off. I did not expect the jeans to fall off on first wearing, but they practically did. Additionally, while at my dog's vet, I was told by the receptionist, my zipper was down. Since then, I have been told two other times "your zip is down dear". I've owned many pairs of TR jeans. NONE have had any of these issues.

I cannot wear these jeans in public due to fear of walking around with my zipper down and the jeans falling down my behind due to being over sized, despite them being one size smaller than my usual.

TR jeans usually fit to size and are not poorly made. I am flying to L.A in a few weeks, I will be taking these jeans to a place they can be verified. Perhaps I got a bad pair of jeans? We shall see. I am NOT impressed.

Date of experience: 02 October 2014

On 16th September '14 I ordered a pair of black leather high heeled sandals and paid 70GBP by debit card. They were delivered to my work address on Monday 22nd. On opening the package when I got home, I had been sent a pair of black trainers, despite the fact that the delivery note in the box was for the sandals. In other words whoever was supposed to check the shoes against the delivery note did not do so. I emailed Zalando straight away last Monday evening to complain and as I wanted the sandals for tomorrow (Friday) I asked them to arrange collection of the incorrect shoes from my office and to send the correct sandals out immediately please! I headed the email URGENT but there was no response.
On Tuesday 23rd I forwarded the email to Zalando this time headed EXTREMELY URGENT but there was no response.
On Wednesday 24th I called Zalando and was told by Tracy that my emails had not reached the top of the pile yet. She told me that it was unfortunate that I had been sent the wrong shoes (even pointing out that the trainers must be old stock as they weren't on the database) but I would have to return them. I explained again that I needed the sandals for a function on Friday 26th so I needed Zalando to send the correct shoes out immediately. Tracy told me that I would have to start the whole process over again and re-order the sandals, paying again!! I said this was ridiculous and surely, as they had made the mistake, they should rectify it by sending the correct shoes? She said the system was not set up for this and she couldn't do anything. I replied that she could if she wanted to!! She said that she would email the paperwork for me to return the wrong shoes and, as I refused to drive to another town to drop them off at a courier pick-up point, she would get them collected "tomorrow" i.e. today. Unfortunately, they will not give me a refund for the wrong shoes until they receive them in Germany. Tracy emailed me to say that if I re-ordered the sandals (first ordered 8 days ago) "as gesture of goodwill" they would refund me 10GBP! As there was a 10GBP voucher in the box with the wrong shoes and just by signing up to receive Zalando's news letter you get a discount of 10GBP, I found this an insult and told her so. It's certainly no gesture of goodwill if you can get it anyway!!!! I replied to the email that I might consider re-ordering if they could refund 20GBP from the sandals price of 70GBP but I was replied to (this time quickly) by "Hannah" to say it would only be 10GBP! These staff obviously cannot use their discretion nor are they able to take the matter to their team manager. What Tracy & Hannah did not know was that I buy a LOT of shoes and, if they had spoken to a superior to sort this out, I could have potentially spent thousands of pounds with Zalando in the future. What a shame (for them) that they will get absolutely no further business from me and I will tell as many people as possible about this.

Finally, I own a great German car but it is obvious that the well known German reliability and efficiency has not reached Zalando. My advice? Don't touch them; there are plenty of great sites for shoes and clothes which would have sorted this matter out quickly and without fuss.

Date of experience: 25 September 2014

My order come faster then i expected i live in london .and everithing whas exactly licke i see on the web .i whill order again .thancks zalando

Date of experience: 06 September 2014

I ordered two things, it was 50 pounds alltogether and then I cancelled the orders. It was a week ago and I thought Zalando will unblock my money asap just as it wrote in an email. I waited and then sent them an email. They didn't reply for 2 days so I sent them another one and FINALLY they replied after 2 days that I will see the money on my account within the next 24 hours. I waited patiently but I didn't.
Ofc I didn't get any things from that orders.
UNACCEPTABLE EXPERIENCE. Not to say that the third order I received will be returned because the things look so different than on the photos. I will NEVER order anything from them again and I will sue them if I don't get the money back.

Date of experience: 03 September 2014

I made two orders in two days at a total cost of 100 pounds of my partners money and received an email for both with tracking numbers. When I checked, both the orders showed the exact same tracking details, they both stated that two attempts had been made two days in a row.
I was at home on both occasions. I received no visitors. I checked again the next day and found that they were querying my address. I began to feel apprehensive as I knew my partner would be angry that his goods were so far non existant and his money has been taken so I emailed the company explaining my problem with full order identification, I reveived an auto response stating my query would be dealt with at a less busy time. I am yet to hear from them.
I found this website whilst googling Zalando to find out if the company is even real.

Date of experience: 01 September 2014

Second order and once again, absolutely perfect! Why such bad reviews on here? but, to be honest, they just delivered my products. If I had any issues with them, then maybe customer service would be questioned, but so far.....so good!

Date of experience: 01 September 2014

I ordered a pair expensive shoes.
Communication and tracking went fine then I have received an email saying that my parcel was delivered and that I have signed for it! A lie!!
I was at home, no one came, did not sign anything.
I have emailed Zalando and waiting for their reply.
I wonder what is going to happen.

It might be a fraud and will report it to the authorities.
Using Hermes is a shame and uf they will not start to use another, a reliable delivery company then they will not live long in the UK market.

I hope they will solve my problem.

I would like to thank them though for ruining my Saturday evening!
They certainly did a good job at it!

Avoid!

Date of experience: 30 August 2014

Ordered some converse shoes get a email five days later saying there's a delay with my order but bare with us, after reading other negative reviews alarm bells start to ring. If you want your item you paid for to arrive use another site this is totally unexceptable you wouldn't go to a shop give them your money then have them tell you we'll get your item sometime when were ready avoid wished I'd read these reviews before I purchased instead of wasting my time getting my money back through PayPal and doing reviews not happy

Date of experience: 30 August 2014

I hadn't heard of this company before but what I required brought up the best price by far . Ordered on a Bank Holiday Monday and received my item Saturday morning , free postage as well . Did look up reviews after I ordered and was really worried as nearly all were negative but it's been plane sailing for me ... However not sure if I would use again because of all the poor reviews , shame really as the service was great and the item a real bargain !!!

Date of experience: 30 August 2014