Zalando UK Avis 

I felt compelled to write this as there is so many negative reviews. I only looked at reviews after ordering and thought I’d never receive my Adidas Tokyo Mary Jane trainers size 5. I paid £40.00. I received emails regularly keeping me up to date regarding delivery, arrived today through Evri in the allotted time. The box is bashed and there is a really strong smell of perfume. However trainers are new with tags and great. So sometimes they do deliver the goods. It’s whether you are prepared to take the risk! I really thought I’d never see the trainers or a refund but all good.

After reading other 1 star reviews, my complaint is pretty much the same.

First order, waited 2 weeks. Order got cancelled and refunded and had to wait for money to return with no explanation, same as the tracking from evri which was non existent.

Was told to order again, ordered again and to no surprise. The same has happened again, no explanation, emailed multiple times and told re order and wait x amount of days for my money to be refunded.

What has happened to this company.

Using evri also is the worst any company can do.

Very disappointed, over 4 weeks of waiting for an order (twice)

No apology, nothing! Shop elsewhere!

As other's did, I read the reviews only after ordering and prepared for the worst. But everything went smoothly for me. I was kept up-to-date on the status of my order and it arrived in 3 days exactly as expected - correct prroduct in great condition.

Can't complain

I received two pairs of adidas trainers that are smaller than the size stated. I am never bigger than a UK 5 but they were too small! No details on HOW or WHERE to return. Says to return to adidas but no details of where or how. I tried to contact this company but I can't find a way to contact them. Avoid

Had a recent order go out for delivery for 5 days, with Evri, with no further updates. Evri sent me an update advising that the parcel couldn't be located in their network and they had told Zalando this, to speed things up for me.

However, Zalando deny this when I contact them. They are refusing to refund, as the item apparently must be returned to them. Incredibly frustrating.

Chargeback filed and won't be using them again.

Absolute nonsense through and through! I ordered a pair of sandals, that got sent out and lost with Evri. I contacted Evri to find out what was going on, as the delivery day kept getting put back. Evri told me to contact the senders to request they send out another pair.

Called Zalando. The first attempt was answered by somebody who spoke English so badly, it was just a lot of noise! I explained that I couldn't understand, and asked him or her to slow down. The call was cut off instantly!!

The second time I got through, the girl told me she'd checked the tracking. It was with a local delivery driver and would be with me in 7 days time!!!!!
What lies!! Evri drivers do not hold packages in their van for 7 days!! They do however loose them REGULARLY.

I'm contacting my bank for a fraudulent refund, as these guys have done nothing but string me along and lie.
Update: Evri have sent an email stating what their automated service informed me. That the package is lost.
I will NEVER use this company again. Terrible service!

They don't even deserve a star. They just waste your time by not delivering your item and returning it without any notice. They and ERVI are playing unnecessary games. Such an unhelpful companies.

You buy an item with the promise it’ll be delivered to you home, or on request a parcel shop or locker. The parcel’s despatched and suddenly the latter options are gone and the courier is unable to leave it in a safe place. Being that I have working neighbours, Zalando have essentially made it impossible to receive my order.

I’ll never buy again from them if this is the new level of service they and Evri offer. As for contacting them, forget it, they make it as difficult as possible even to do so online.

Very happy with my trainers. Arrived quickly and a good price. I thought I would come and write a review as I was a bit concerned with the negative reviews here but had a voucher which I needed to use. I wonder if it depends what you order but I chose some standard Puma trainers and had no issues so would use them again.

I was SOO anxious after ordering from here as I then looked at the Trustpilot reviews slating it… was terrified I wouldn’t get my trainers but they arrived within 2 days and fit perfectly.

Hopefully if I use them again I will have the same good experience to report back on!

Bought some Nike Airforce 1s and they were much cheaper than other retailers.

I bought a pair of silver Adidas trainers on their website and received a pair of navy Converse trainers. I got on their chat to sort it out and was told I've got to go through a process of returning - and I won't get a refund until they get their wrong stock back, and then I have to re-order what I want. They were a gift for someone who won't be getting them. I told their agent that I need them for a gift but they refused to help. Absolutely no inclination to help. Shop elsewhere people.

Zalando per se is a brilliant company. Unfortunately, it's poorly managed by Evri in the UK. Sadly but truthfully.

Never received my parcel. The courier tracking said that it never got to them either. I received the refund. But I needed the parcel, not the refund! I would have ordered from someone else and got those items by now. I needed them earlier and it is difficult to obtain those items on short notice. Their customer service is hard to reach and absolutely useless! I do not recommend.

Horrible experience and customer service. I ordered a pair of Birkenstocks that were supposed to be delivered in August 1st maximum. The last update I received from Evri on July 31st said the delivery was delayed. I contacted Zalando and they asked me to contact them again in case my order wasn’t delivered by August 6th. Messaged on an August 6th, ignored. Messaged again on August 7th asking for an update and/or the cancellation and full refund, once again ignored. This is absurd!!!! Zero respect for the client. Makes me think they’re scammers.

Would give 0 if I could - never received shipment it was damaged in transit and the customer service Esther, Juliah, Deborah and Allan all left the chat without helping. Absolute madness asking you to fill out a legal signed document to state you never received a shipment when they can clearly see the tracking they provided asking to wait a further 5-7 days for their team to “investigate” further . Don’t waste your money and shop elsewhere

Absolutely the worst customer service I’ve ever experienced. Ordered 2 pairs of new balance which were sent with Evri and delayed. I contacted zalando after a week as I needed the trainers delivering before an upcoming holiday , zalando were not least bit interested and sent me a reply saying they could take up to mid August to be delivered (this wasn’t communicated anywhere when ordering and was meant to arrive before 25/07). Contacted again 27th July to ask them to cancel the order as it wouldn’t arrive in time and I wouldn’t be in to accept delivery, they said nothing they can do which is a lie as companies can put a stop request on parcels not delivered , the past week I contacted everyday as after I had chased the parcel with Evri, they confirmed the parcel had gone missing and they had told zalando this. Zalando denied all knowledge and kept saying it would be delivered and they wouldn’t refund me despite me sending the email from Evri. Finally got told I would get a refund on 31/07 if I rang back , rang back that morning and 3 different customer agents hung up on me and refused to refund me. Appalling customer service. Luckily I had used PayPal and opened a claim and PayPal refunded me. Would never shop with zalando again.

Dear Trustpilot Team,

I am contacting you in the hope that you can help escalate my case with Zalando, as I have been unable to obtain a fair resolution despite providing clear evidence. My experience has been extremely stressful and disappointing, and I believe other customers should be aware of how my case has been handled.

I returned my order using the pre-paid Evri return label provided by Zalando and followed their returns process exactly as instructed. I have proof of postage confirming that I handed the parcel over at the Evri ParcelShop. According to the tracking, the parcel was accepted by Evri, but there was no further movement after it was dropped off. The tracking stopped updating, indicating that the parcel never reached Zalando. As this was Zalando’s own pre-paid return label, I followed their instructions correctly and used the courier they selected.

Zalando then asked me to complete and sign a declaration confirming the circumstances surrounding the lost return. I completed and signed the declaration immediately and also provided my proof of postage as requested.

Despite this, Zalando denied my refund. They later claimed that, according to the tracking, the parcel had been returned to their warehouse, but that the items inside were not the original items. This makes no sense because the tracking itself shows that the parcel stopped moving after it was dropped off and does not support that conclusion.

To support my claim even further, I contacted Evri directly. Evri carried out an investigation and confirmed in writing that the parcel had been lost in transit. They advised me to contact the retailer to arrange a refund or replacement. I provided this evidence to Zalando as well.

Despite providing:

* Proof of postage.
* The signed declaration they requested.
* An Evri email confirming the parcel was officially lost in transit.
* The tracking history showing where the parcel stopped moving.

Zalando still denied my refund.

I have now contacted Zalando on numerous occasions by telephone and spoken to several different customer service agents. Every time I contact them, I receive different information. Some agents have spoken over me, some have dismissed the evidence I have provided, and on more than one occasion my calls have been ended without my concerns being properly addressed. I have also been told to “keep being patient” despite waiting over three weeks for a refund.

To make matters worse, They had been telling me that my refund has been denied three separate times, despite the evidence clearly supporting my claim. I was even told that I had not submitted enough evidence, even though I had already provided virtually everything requested, including confirmation from Evri themselves that the parcel was lost in transit.

My case has now been escalated again, but nobody can tell me how long I will be waiting or when I can expect a resolution.

The value of the returned items was over £1,000, and I believe it is completely unacceptable to leave a customer waiting this long while ignoring clear evidence.

Based on my personal experience, I cannot recommend Zalando and would advise others to avoid them. Throughout this process I have received conflicting information, had my evidence repeatedly disregarded, and experienced poor customer service. What should have been a straightforward investigation into a lost return has turned into weeks of unnecessary stress and frustration. It has been over 3 weeks and I have had still no refund. In regards to this, I may need to speak via my bank to chargeback this order as Zalando have not refunded me for a order that was lost in transit which was not under my obligations as this was a prepaid label meaning they were viable for this return.

If anyone from Zalando’s Customer Relations Team is willing to properly investigate this matter, please contact me directly.

Order Number: 10511025154178

I sincerely hope this matter is finally resolved fairly and that no other customer has to go through the same experience.

Kind regards,

Ordered a size 9 shoe got sent a 10, generated return QR code but it didn't work anywhere I tried.I called them (call center in India) forever conversation breaking up, eventually they admitted they hadn't got my size so just sent me the nearest,got sent a link for a printable return label,not very confident I'll get my £83 back, just wished I looked on here first.

Ordered a pair of trainers at a great price . Was a bit nervous after ordering reading some reviews however I can not fault the item I'm thrilled with them and the service zalando provided is up there with the best . Recieved amediate conformation of order and when it was posted and a further e mail to inform me of delivery date which was bang on time
1st class Zalando .

I am very satisfied everything was perfect and also when I send backan item the response and the refund was quick! 🙏