Zalando UK Avis 

Until now, I had a good opinion of them, but unfortunately my last order, worth over £540, never arrived. I chose the “collect in store” option, and it was never delivered either to the store or to my home. After many exchanged emails with the company, the issue was not acknowledged and they refuse to refund my money. I feel cheated and I have to take the matter to court. The helpline is completely unhelpful — of course, the customer service is located outside Europe and they don’t care about you at all. It’s an absolute nightmare. I must admit I am shocked because it’s pure fraud, and EVRI as the courier is a disaster.

I received an empty parcel and they don't give a shit

Bought a pair of Camper shoes at a very good price for the model on 29th October, only to be told on 3rd November that they wouldn't be delivered, with no reason provided.
Appered to me that they had started an internal return procedure for which it would hate taken 14 days for me to get a refund. Called their customer service and sent a few e-mail to co.plain, as I hadn't returned the item and they were holding my funds illegally, without providing any product or service in return. Finally got my money back on 6th November. Very frustrating experience, won't be using them never again. Luckily I found a smaller family run company selling the same product just slightly dearer.

I have placed an order with Zalando before reading reviews, so after reading so many negative opinions I was concerned about my order, but there was nothing to worry about. I’ve placed an order on Tuesday and my parcel arrived today. I always had a good experience with Evri and they did not let me down this time too! Thank you Zalando for my lovely new bag, thanks to you I have managed to save £60. Will definitely purchase again in the future!

After reading so many negative reviews I nearly did not order. I got a great deal to the point I thought is this to good to be true. How happy I am that I placed the order on tuesday and with quick dispatch and EVRI parcel arrived on friday. So I say do not be put off. I will definately place more orders.

The worst company I have ever dealt with. I paid for a jumper and never received it and they just dismiss your emails. Avoid at all costs

I have been ordering many items from different places but Zalando has been the worst one and terrifying customer services are not working , robbery and not providing services and refunds!!!Be aware to leave it or you soon become a victim!!! Dangerous doing on lines purchase inside Zelando!!

Absolutely no help even for me as a vulnerable customer the agents constantly ended my chats and did not provide a way for me to make a complaint

Agents- Abigael, Jentrix and Diana who I spoke to o 11/11 have clearly had no training on processes or consumer laws

Today I received a pair of faulty shoes from Zalando, order no: 10504023292099. I followed the return process and returned the shoes only a few hours later, in order to get a full refund. What I got was a partial refund of 30%???? I am in shock!!! This is blunt ROBBERY! Zalando I EXPECT A FULL REFUND OF MY ORDER!!!! NOW!!!!

I ordered a jumper and received a different item. The item was fairly similar except had big branding across the front. I emailed and inquired about the mistake. Customer service reassured me to re-order the item and that I would get the correct one. After double checking as the website image was different from the jumper I had received, I placed another order. However, I received the exact same jumper with the exact same branding again.

This website does not show the same images as the item that you will receive.

Bought twice from here, no issues at all. Great prices and arrived within 3 days or ordering.

Absolutely Terrible Experience – Worst Customer Service Ever! Does NOT even deserve a start!!!

I have never had such a frustrating and disappointing experience with an online retailer as I have had with Zalando UK.

It has now been over two months since I started chasing them for a refund, and despite providing every single document and piece of information they requested, my issue is still unresolved. The level of incompetence and lack of communication from their customer support team is completely unacceptable.

Every time I reach out, I either receive generic responses or get told to resend information I have already provided multiple times. Their customer service is the worst I have ever dealt with no accountability, no urgency, and absolutely no respect for customers’ time.

This whole experience has caused me unnecessary stress and wasted countless hours of follow-up.

I will never shop with Zalando again, and I strongly advise others to think twice before ordering from them. If anything goes wrong, you’ll be left chasing your own money for months.

Zalando UK seriously needs to review how they handle customer complaints and refunds because this is beyond disappointing, it’s disgraceful.

I'm genuinely baffled by all the negative reviews for Zalando, but all I can do is give my own account. Now I get that a lot of people are annoyed by Evri, but Evri are massive and a lot of companies use them. I imagine it'll be a big deal changing courier.

I ordered a couple of pairs of trainers and they arrived very quickly - including one pair that was delivered from outside of the UK which, by the way, allows them to provide a far greater selection than other online stores.

Sadly, I had to return them both due a to one pair being faulty and another pair being uncomfortable - not Zalando's fault.

Zalando refunded both pairs as soon as they received the return, no questions asked.

Also, communication from Aziza when dealing with my query was prompt, professional and extremely helpful. Thank you. I'd definitely order from Zalando again.

Fakesiteee!!

Do not trust this company!
I could not, with a clear conscience, tell anyone to order from Zalando. My order was late and then later marked as delivered even though it wasn't. They later gave another delivery confirmation for a post office that was closed at the time.
They refused to issue a refund, so I had to request one from my bank. The customer service was also terrible, very dismissive.

Order arrived a little late and was a nightmare getting Ervi to show up for collection. However fast response time from CS team. They just need to move to a more reputable courier and they could be a great online store.

Zalando appears unable to fulfil deliveries reliably. I’m not sure whether the fault lies with them or their courier partner, Evri—but this is now the second time I’ve received confirmation that my item was dispatched and marked as delivered, only to be told afterwards that it won’t arrive. No explanation. No resolution. Just confusion!
Get your act together!

I don't really understand why have so low reviews honestly.
I ordered Thursday with standard delivery and I needed the shoes for Saturday. I called them kindly asked to try deliver them buky Saturday. They answered my call immediately and ensured that they will try their best.
Today is Saturday and I have already received the order from early afternoon.
That's amazing customer service and customer experience. Thanks a lot lot 🙏

I am extremely disappointed with both Zalando and the delivery service, Evri. My order was supposed to arrive in a single box, but when it arrived, the box was opened and my shoes were missing.

Despite emailing Zalando multiple times, they have refused to properly investigate the issue and kept giving vague responses claiming they “checked with delivery,” which is clearly untrue. They have offered no solution, replacement, or refund.

Evri’s delivery is completely unprofessional. According to their tracking, my parcel was left in a shed with an open door. When I returned home, it was nowhere to be found. Leaving valuable packages unsecured is unacceptable.

Now I am out of money and still without my items. I will not be using Zalando again and cannot recommend either to anyone. Extremely frustrating and unprofessional service.

Spoke to someone named Wilson who was very rude and unwilling to help. When I asked to speak with a manager, he ended the conversation. Attempts to call over the phone were also immediately disconnected. Highly unprofessional—would advise staying away.