www.zalando.co.uk Reviews

I ordered a pair of running shoes and 1 day before it was to be delivered, I received an email stating that my order had been canceled because they no longer had my size! Ok... The next day I received another email saying that they did in fact have my size and I could reorder, which I did. Well, my shoes were supposed to be delivered tomorrow and I just received another email canceling my order yet again! I wasted two weeks with this company and in the end, I don't have my shoes! I talked to Customer Service and they were very unhelpful and offered nothing to fix the situation. Save yourself a headache and shop somewhere else, it's not worth it.

Date of experience: 28 February 2013

Zalando's products may be great, I don't know, never got to see them. The package I ordered, which was very very important (designer clothes chosen for my son to wear at his Bar-Mitzvah) went missing. Talking to customer services, they were totally unhelpful, not interested in the slightest in helping me out. They did not accept any responsibility and I'm now left with a significant bill for the clothes I never received and had to buy another outfit, this time avoided having anything posted.
For some reason they use a delivery company that has the poorest ratings (one star) - Yodel. I order lots of stuff by post and have not had anything go missing before. Simply disappointed and unsatisfied. left with a stressful and unpleasant situation with no help or accountability from Zalando. I'm never dealing with them again.

Date of experience: 12 February 2013

Bought a pair of jeans from Zalando.co.uk back in November. They had a good range and they were very competively priced. The jeans arrived promptly and I was very pleased with them.
Unfortunately, the jeans developed a flaw in the material a couple of months later, so I contacted Zalando by email. They requested pictures of the flaw, which I duly sent and within a day they had accepted they were faulty and sent me a returns label. I returned them and received a very prompt refund.
All in all, they gave me everything I wanted up front and handled my issue very well when the product developed a fault. I can recommend them.

Date of experience: 09 February 2013

I bought a coat for my son for Christmas. It was nealy £100 cheaper than if I had bought it in the UK - so , very pleased. However , that was the last time I felt pleased with this company. It arrived a week after the order date so that was ok , but it was the wrong colour. This was mid Dec. Its now mid Jan and after calling ( no answer) and emailing several times ,I have just recieved an email asking me to fax a legal statement through to them before they will do anything about the order. This is just silly , I don't have a fax machine so will have to post this to Germany at my cost. Amd then how long before I get a response ?...who knows ?. I have given up and my son has decided to keep the coat. What should have been a fantastic surprise has been spoilt by this companies delay tactics and lack of customer care. Customer service from this company is zero and there is no way I would use them again or recommend.

Date of experience: 16 January 2013

I ordered a few shirts for running and decided to go with Zalando this time.
After I placed my order, it took them a week to finally acknowledge the order and have it ready for shipping. Then a week later it finally arrived. In my opinion this is not acceptable to is just too long.
Wont use them again

Date of experience: 10 January 2013

Orders ship from Germany and are delivered by Yodel, you can take a look at the Yodel reviews on Trustpilot to understand how poor delivery is. Contacted Zalando numerous times about an order which hadn't arrived after 14 days yet Yodel said was delivered after 4 days. Took ages to get a response from Zalando and when I did basically called me a liar, told to fill in a legally binding document to say things had not arrived which I needed to then post to Germany at my own expense so they could consider whether to offer me a refund! Day 20 and the good were chucked over my back gate by Yodel. Although I loved the shoes and cuff that I ordered when they arrived, I simply wouldn't want to deal with this company again.

Date of experience: 22 December 2012

First two experiences were fine: bit slow delivery but otherwise fine. Third time, site wouldn't accept any of my credit cards, even though all these cards had plenty of credit on them (I'm one of those strange people that pay the cards off completely every month - I just use them to earn air miles), and these cards were working everywhere else. Ended up being forced to pay by bank transfer - not convenient. 4th time, same problem with cards, which when I called about it was told it sometimes happens with some return customers, that their account just starts disallowing payment by credit card and that they were working on solving this issue. Went ahead and ordered my items anyway, but they never turned up. Called again, and told there was a problem with the order - it had never gone out. But it was still sitting in my account. Another phone call and eventually had to cancel order online and start again. This time, at checkout only given option to pay up front! Called again, pleading with them to pass me to technical support as clearly there was a system issue, where my account had become corrupted (ot something). No joy. Eventually got email apology explaining that it had been a stock issue and that this sweater was no longer available, and offered me 20% off the next purchase. Weirdly, this same sweater stayed available on their site, and contined to be advertised heavily for the next 3 months. Yesterday, decided to try again, figuring these technical issues must be resolved by now. Wrong. Called and given the same spiel about some accounts suddenly being inexplicably denied the option to pay by card, and that they were looking into it. That was after three calls, one of which resulted in being hung up on because I wasn't prepared to listen any more to all the reasons why they couldn't help me and wished to speak to a supervisor.

I suspect this is no technical difficulty, but a very cynical ruse to force customers to pay in cash to avoid credit card commissions and to make returns more awkward. Shame.

Date of experience: 11 December 2012

Wanted a specific jacket from their website recommended to me by my mate, they only had 1 size left and it was XS, no good as I'm XL. E-mailed them asking if they'd have any more in stock and they said they wouldn't, a few days later without warning 1 XL went in stock. Bought it along with a few other t-shirts and used a £15 off £60 discount code hassle free. All turned up fairly quickly in a custom company box (nice touch). The online clothes shopping worst case scenario then happened, two of the t-shirts I ordered were to big. Luckily they had sent a FREE return slip with the order which was Collect+ which was handy. Returned the two t shirts and they refunded me the price of the t-shirts correctly (in regards to the discount code I used) which was REALLY surprising as most companies are funny about that. Refund took about a week or two which I've definitely had worse. The jacket I wanted fitted like a glove though and I love it. Would recommend this website to a friend, especially with the discount codes floating about now and then :)

Date of experience: 24 November 2012

Simply unacceptable. This company are a sham. Firstly they trade as co.uk domain but are actually based in Germany, I should have done more research. I attempted to buy a jacket of their site, the process was simple enough and I received an email saying my order had been approved and processed an I would receive my item. 5 days passed and no item, I couldn't track via yodel as the reference they gave me was invalid. On day 6 a new email arrived saying my item had been dispatched and it would arrive in 3-5 days. Again no item appeared. A plethora of emails were exchanged with their customer service department, who advised they will not issue a refund until 2 weeks from dispatch date. At no point could they inform me where the item might be, in Germany or the UK. So far it's been 18 days since my original email saying my order has been processed and approved and I have no item and they have my money.
I would strongly urge anyone thinking of shopping with them to reconsider and choose another service, I wouldn't want anyone to go through the frustration and annoyance of such an immature company.

Date of experience: 16 November 2012

Yodel delivery they left apparently at bin? which it wasnt, my parents were both in and didnt hear no door knock.. card was left i give them that! but saying at bin...no number to call.. so i emailed Zalando. they said id have to put this in writing but they would send me a form.. i filled it in and send it to GERMANY! which cost £7... i didnt have enough money to rebuy a winter jacket.. so have been freezing! its been almost 12 working days i haven had any apologies only emails ask me to buy more stuff.. its not the best experience i have had, its a real shame.. as i like the range of clothing.. i would have liked to use them again.. that was my first time ordering.. i wont be able to order again as the customer service just isnt there.. shame .. Kind Regards C.redden aka Kraigyb xx order #10501000217547

Date of experience: 14 November 2012

I've so far bought 2 pairs of boots from this online company.

Quick delivery, items in perfect condition and packaged as expected, tracking them was easy via the delivery company.

The online photographs and available viewing options of your items are big, clear and accurately representative.

The returns process, if needed, is easy, free and very convenient.

The only downer is that, due to the delivery company that zalando.co.uk uses, you cant specify a delivery time , nor can you even at the very least arrange a narrower 'window of delivery' (say 3 hours as an example) for your package.

You have to literally stay in all day if you want to be there when it arrives.

Aside from this, I'd recommend them very highly.

Date of experience: 30 October 2012