Zalando UK Avis 

My account was suddenly blocked - sent an email was was responded very quickly that it was for "for security reasons". I asked to have it either deleted or to allow me to log in to delete my personal data (as per UK GDPR and Data Protection Act 2018).
Sent two follow up and still no response.

Absolute scammers !!!!!
I ordered a Hugo Boss cross body bag
But received a sweaty old pink T Shirt with someone else’s delivery details in a clear bag.
I contacted them straight away and they advised to return the item.
Just had an email stating the item they received isn’t the item they sent !!! And now refusing to offer a refund !!!!
Avoid at all costs !!!!

Overall the website is fairly easy to use and it’s nice you can sort things by material. However, the sizing is absolutely insane. By this I mean the regular size items are frequently shown on models 5’9”-5’11”. I’m 5’4” which is the cut off for standard size! But obviously will not be able to fit clothing that sits long on a model who is 5’10”. The petite clothing (of which there are only a handful for each item on the site) are shown on models 5’5”!! This is literally above average height and they’re saying it’s petite. When I checked tall items, they were shown again on models 5”10 or above. I just think this is mental and completely puts me off shopping here. Why don’t clothing brands design for regular people’s bodies and heights?

I ordered a pair of Asics and they sent me one shoe in a 10.5 and another shoe in a size 11. Honestly don’t understand how you can mess up something so simple.

On top of that they weren’t able to resend me a the shoes in my size with them being out of stock and now they have gone back up to full price.

Yeah, unfortunately I made the mistake of not reading the reviews before buying.

A toxic combination of Zalando and Evri conspired to have my order disappear somewhere between the warehouse and the courier resulting in me waiting 2 weeks before they would release a refund.

Phone support is a bit of a joke, although not entirely, some of the agents were pretty good, but they’re obviously working with shocking processes and rules. Online chat suffers with similar issues.

The extra star is for the fast refund, which came through so quickly it took me by surprise.

Although the weird legal agreement you need to sign within 7 days to apparently qualify for said refund is very irritating and unnecessarily cumbersome. It’s really simple - I paid for something you didn’t deliver - give me my money back. Don’t ask me to fill out a form - you have all the details you need on your systems.

Anyway, in summary, I won’t use them again. Recommend anyone else also avoids.

Wish i could give 0 star brought pair trainers sent back on tt shop . In September no refund biggest scammers

This is a scam company! You buy and it takes ages to get your parcel meanwhile they hold your money and if you decide to return the parcel they will let you wait forever to see your money back
Terrible customer service, the worst I ever experienced online!
Unprofessional in replying using a completely inadequate informal English!
I will never buy again from them

Ordered 2 items, 1 item was never sent and the other item was the wrong size. Had to fill out a painstaking form about the missing item, also have to now package and return the wrong size. Waste of time of a company, don’t bother

I ordered from this site and instantly regretted it after reading the reviews . I did notice there was no movement for a few days between shipped and evri having it .so I thought here we go ...but it arrived a few days later in perfect condition and I'm really pleased with the bag .so a happy customer.

Waste of time. Never received the item I ordered.

My order was lost by Evri, when I reported it to Zalando they refunded me within an hour ! Incredible customer service - never had a problem with Zalando before and I never usually write reviews but I was very impressed by this!

I wish I’d read the reviews before ordering. AVOID.
I ordered two pairs of boots, they said they would be sent separately. Neither arrived and on contacting ‘customer service’ said one was being returned to them because of several failed attempts at delivery. That was a lie, it was being delivered to a local shop for collection so that hasn’t happened.
I tried to ask via live chat what was happening, and kept getting generic answers in terms of how long the process takes, how long it then takes to refund and go back into my account.
The service advisors then just ended the chat rudely and abruptly when they no wanted to to engage. That happened twice in the same thread before getting someone who helped me politely.
So, I’m still waiting for a refund, approx £70, and no idea whether I’ll actually receive it or not.

The delivery was on time and the item was exactly as described - at a cheaper price than I could have bought it anywhere else. I made a mistake and typed in my address incorrectly when I placed the order. This was totally my own fault, but I got through to Zalando Customer Service quite easily on the phone and they were very helpful. In the end the item still arrived on time and I am pleased and relieved there was no problem, despite my mistake.

Terrible customer service.

After having an issue with a missing parcel, Zalando decided to take Evri's word over mine, they have kept my money and still have no boots.

So frustrating not to be able to talk to real person about a real problem and incredibly frustrating to side with a courier company with a terrible reputation, rather than with a paying customer.

Last time I shop with Zalando.

Worst customer service, my problem with order completely ignored. I will never again order from them. Order worthy around 130£, just never came. No help, no refund.. disgusting.

I ordered two items from Zalando, both of which were delayed by more than seven days beyond the stated delivery date.
When I contacted customer service, I was told that if the items were not delivered within 48 hours, I would receive a refund. The items did not arrive. When I followed up after the 48 hours, the agent was rude and completely changed the position, I was told to wait another 48 hours, with no guarantee of a refund even after that.
I asked to raise a formal complaint and was told there is no complaint process. I asked to speak to a supervisor and was told this was not possible. I was left with no option other than to wait and send an email which I believe will be another hopeless attempt.

Promises were broken, policies shifted mid-conversation, and there was zero accountability. This experience felt misleading and deeply frustrating.
I would strongly advise caution before ordering. Unless you are willing to risk your money, I strongly would not recommend buying from Zalando.

Absolutely shocking. I returned my order but never received a refund. I reported it to Zalando, who said they investigated but refused to issue a refund. I then contacted EVRI and made a complaint, and they confirmed by email that the parcel was delivered to the wrong address and advised me to contact Zalando for a refund. Despite providing Zalando with this written proof from EVRI, I’ve still been refused. This is completely unacceptable—avoid these thieves at all costs.

I saw this page after ordering and naturally felt nervous, but everything was smooth. My order was a 'long distance' order which they said would arrive 1 week after ordering and it turned up exactly when they said it would. It did take 3 days to ship which was worrying but all was fine, v good service. Can't comment on customer service.

Blocked card multiple times - had to sign up to purchase no option for guest checkout... after signing up had call from a Fake Nat West number which was fraud!! Zalando is now a virus

Worst customer service i have ever experienced from online shopping. I ordered multiple Christmas gifta and had issues on all orders. One paclage didnt arrive, another one had a damaged item . Refunds took over a month but so much time wasted on my end. They have very slow and unefficient processes, very poor communication too