Zalando UK Avis 

DO NOT SHOP HERE!!! Absolutely appalling customer service. They couldn’t be bothered to ship my parcel after numerous attempts to expedite it. My order still has not left the warehouse and they are trying to blame their logistics. No accountability and no respect for their customers. Literally mid way of talking Jentrix Wameya cut off the phone whilst I was explaining to her that I had not yet received confirmation of the cancellation email. Abysmal customer service, they didn’t even offer compensation for failure to deliver goods. As a new customer I deeply regret shopping here and never will shop here again!

My first and last order from Zalando. Evri, of course, lost the package in their “system”. Have been mucked about for a couple of weeks. Zalando claimed my package was delayed whilst Evri were honest and told me that they couldn’t locate it. Zalando’s customer service is truly terrible. I’m now in the process of trying to get a full refund but am being given the run around by Zalando. I would never contemplate ordering anything from Zalando ever again.

I would strongly advise anyone considering ordering from Zalando to look elsewhere. This is my first order and it has been a complete clown show.

Update: Ended up disputing the payment through my bank. Zalando promised me a refund ten days ago and still have not received it, pretty much a month on from when the package was lost. The worst online shopping experience in 26 years of online shopping. A truly awful company to deal with!

AWFUL SERVICE, NEVER EVER! The customer service reading the script from the paper, does not do anything, for these years ordering i haven’t seen that bad service.

New customer- ordered a dress for an event- t shirt came . Contacted customer service who were less than helpful and said I had to return for a refund. Ordered item again in time for event- still sent a second incorrect item. Customer service still not interested and I am out of pocket for 2 items. Avoid like the plague.

What an absolute joke this company is, they offer absolutely no customer service whatsoever. Purchasing some Nike trainers as a birthday gift for my son, they thought it would be acceptable to send them out in a generic brown cardboard box rather than Nike branded box?!
Absolute disappointment for my son, who was excited to be receiving Nike trainers, but what we received was something that could have been from their returned stock pile!
I would not recommend this company to anyone! Give them a miss.

Excellent great service quick delivery recomnend

Delivery was due on the 18/06. Called them and was advised it’ll be the 25/06. Can’t cancel apparently. Customer service team is beyond diabolical. So miserable and no customer skills whatsoever!

Zalando are selling counterfeit goods.. I bought a Valentino bag which I didn’t want so tried to sell it on two other market places BOTH market places came back said listing had to be removed because item wasn’t genuine.. so please be careful before buying anything on here

TRASH. Been proving to this company I paid them for months sent all types of evidence and they still won’t accept it. Been chasing them getting disrespected and hung upon, no real customer service they can hardly speak a word of English

I've been a loyal Zalando customer for more than five years, and as someone who is 6'7" and around 22 stone, finding clothing that fits properly is not straightforward. One of the main reasons I've continued to shop with Zalando over the years is their excellent Big & Tall and plus-size range, combined with what I considered one of the most useful features of any online clothing retailer: detailed sizing and fit information.

For taller and larger customers, clothing measurements are far more important than standard size labels. A label that simply says "3XL" or "Tall" doesn't tell me whether a shirt sleeve will actually reach my wrists, whether the body length is sufficient, or whether a jacket will fit comfortably. What made Zalando stand out was the detailed fit information they used to provide, including specific measurements such as sleeve lengths. For example, I know that I need approximately a 28-inch sleeve length, and being able to see those measurements gave me confidence that a garment would fit before I ordered it.

Recently, I've noticed a significant change. The detailed measurement information appears to have been reduced or removed on many products and replaced with much broader descriptions such as "long" or "tall." While those descriptions may be adequate for average-height customers, they are far too vague for people at the extreme ends of the sizing spectrum.

This change has fundamentally altered the way I shop on Zalando. Previously, I could make informed purchasing decisions based on objective measurements and would often buy items with confidence. Now, without those specific details, I'm much less inclined to place an order because I simply don't know whether an item will fit correctly.

Some might argue that returns are easy, but for many customers, including myself, avoiding returns is the entire point of providing detailed sizing information in the first place. Accurate measurements reduce uncertainty, improve customer confidence, lower return rates, save time for customers, and reduce logistical costs for retailers. When measurements are removed, the burden shifts back onto the customer to take a chance on an item and potentially deal with the inconvenience of returning it.

What made Zalando exceptional was its understanding that customers come in all shapes and sizes and that detailed product information helps people buy the right item first time. For Big & Tall customers especially, specific measurements are not a luxury feature, they are essential information.

I still believe Zalando offers one of the best selections of clothing for larger and taller people, which is why I've remained a customer for so long. However, I strongly encourage Zalando to reconsider the removal of detailed sizing measurements and bring back the level of fit information that previously set them apart from competitors. Doing so would improve customer confidence, reduce unnecessary returns, and restore one of the features that made shopping with Zalando such a positive experience for customers like me.

Zalando used to be incredible don't start going backwards.

I have been a loyal Zalando customer for years and have always appreciated your service. However, my recent experience has been unacceptable. My parcel has gone missing, and despite having confirmation from the courier (Evri) that the package is lost, your team has refused to issue a refund and is requiring me to complete unnecessary documentation. I have already initiated a formal dispute with my bank to resolve this, as I have not received the goods for which I paid. I am deeply disappointed that my issue has not been handled with the urgency it deserves. I truly think this place is not safe to shop and I will avoid it at all cost in the future.

Scam avoid at all costs, paid for some trainers and waited nearly 2 weeks before been replied to and advised id be getting refunded, also use evri who we all know arent capable of providing a delivery service

I am starting to feel distressed by this company. I ordered an £80 pair of sunglasses and not only were they were never delivered, but the tracking link provided did not work. I then flagged this with Zalando TWICE following which they told me they had opened two investigations with the courier and that my issue would be resolved within 5 working days. Well, those 5 days came and went, and came and went. I have now asked for a refund twice as I did not receive my order and that request has been utterly ignored. I then got an email asking me to fill out some sort of “legal statement,” and after completing some sort of vague form, I received ANOTHER email to say they’d be opening ANOTHER investigation.

I am frustrated beyond belief. It’s been almost a month and I just want my money back. This experience has been nothing short of terrible and has been compounded by the fact there is no clear or direct pathway way to actually speak to customer service (if this even really exists).

I am also completely shocked by the number of reviews detailing experiences similar to my one - people ordering expensive items that are conveniently “lost” by the courier or are marked as “delivered” but never arrive? It seems strange to me that so many people are reporting the same thing. I sincerely hope this company is not intentionally scamming people because that is what it’s starting to look like.

Either way, I would never order from this company again.

Absolute nightmare on returns. I returned an item and waited and waited and waited and nothing. Never got a refund and then after numerous emails and another proof I've sent it back. Even though they already had the proof I've sent it back. They made me feel in a legal form and at that point 7 days later after that I'll managed to get a refund after emailing the Illegal team, just make sure if you use these you get the right size and you are sure you like it.

Order number 10501025060923
Terrible service from evri just keeps on ruining reputation of retailers.parcel was unattended outside my property and gets stolen I have never asked them to leave my parcel in a safe place even though we don't have a designated safe place in our flat. Zalando refusing to refund £129 someone needs to stop this mess.

I’ve had one of the worst customer service experiences I’ve ever encountered with any company in my life. My order arrived missing a £224 item, and I reported it within minutes with clear video evidence showing the parcel only contained one product. A Zalando agent even confirmed on the phone that the missing item was never scanned or packed at their warehouse.

Despite this, Zalando repeatedly sent generic, copy‑and‑paste responses claiming everything was “properly packed” without addressing a single piece of evidence. They ignored the timeline, ignored the video, ignored their own staff’s confirmation, and refused to take any responsibility for what is clearly a warehouse error on their side.

What’s worse is the complete lack of accountability. Instead of investigating properly, they hid behind template emails and contradicted their own internal information. I’ve now had to escalate the matter through my bank, Trading Centre, Police, FCA and formal complaint channels because Zalando simply refuses to acknowledge the facts.

This experience shows a serious failure in customer care, transparency, and integrity. If this is how they handle missing items and high‑value orders, I would strongly advise others to think twice before trusting them with their money.

Never shopping here ever again

Customer service so unhelpful and so dismissive seems almost you are doing a forced favour to the customer. Then they work with Evri (most horrible courier) they have lost 2 of my parcels. No update I had to ask for an investigation only to find out after 2 weeks my parcels were lost. So unprofessional. Evri and Zalando you just lost another customer. Disgraceful.

I ordered three items; tracksuit bottoms, boxer shorts and a pair of Levi's jeans. When the package arrived a few days later, the first two items were in there but the jeans were missing. No big deal, I thought, I'll contact customer services and they'll correct the mistake. They messaged back and said "Our warehouse has conducted an investigation and confirmed that all the items you ordered were scanned and packaged correctly and shipped in the parcel you received.

Furthermore, we are unaware of any incident that occurred to your parcel during transit and we believe it was delivered to you in good condition with all your items. Therefore, we are unable to offer you a refund. Have a great week!"

Absolutely disgusting. I'm having to claim the money back from my credit card company. Needless top say, I won't be touching Zalando again with a bargepole and wouldn't recommend that anyone else does. Wish I'd read the reviews before ordering.

Zalando decided to give my order to Evri who are literally the worst courier in the UK for several years on the run.

Surprise, surprise Evri lost my parcel and after making me wait 15 days Zalando reluctantly accepted it was lost and made me fill out a form to claim a refund.

After receiving the refund, Zalando asked me to reorder and promised me the 20% discount I had used on my initial order but had subsequently expired would be refunded afterwards if I sent them the info.

My items have now arrived but Zalando are not responding to contact and have not provided my refund as promised so essentially I’ve paid 20% more for items they lost.

Absolutely awful experience, avoid these scammers.

Ordered a pair of Addidas from Zalando order arrived really quickly in perfect condition.. highly recommend this company