Zalando UK Avis 

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

I ordered some limited edition coach heels for my girlfriends Christmas gift and not only did the package not come on time even though I paid for the fastest shipping, I was delivered some shoes that weren't even coach, weren't even the correct size, and weren't even within the same price range of what I ordered. They couldnt even be bothered to send me a replacement and just gave me a refund but only for the shoes and not the shipping which I paid 100 dollars for.

The parcel was never delivered to my door. I called customer service and had the most unprofessional person at the other end. I had to check if there was someone on the line several times as it kept making strange noises. I was put on standby without warning and overheard the person laughing and putting my on standby again. It was the worst customer service I've ever had.

I've ordered from Zalando for years and never had a problem. I can't fault the customer service at all! They dealt with my issue straight away.
I needed to return a bag I ordered so I downloaded the return label and dropped it off at a parcel shop. Evri tracking still said 'its on it way back to the retailer' and to contact them for any further confirmation, this was after 14 days. I still hadn't been notified of the refund so I tried to track the parcel on zalando website which said its 'not found'. I contacted Zalando as this concerned me and they replied within 10 minutes. After supplying them with proof of postage they said its been lost on the way back to them and they refunded me straight away. I dont understand how so many parcels go missing on the way back to them after reading so many reviews stating the same thing. I think this needs looking into and changing. I'm happy I got my refund but it puts me off ever using their returns service again with the stress it caused me, hense the 4 star rating.

Absolutely wow. I never received my parcel and reported this to Zalando, it was investigated. I was told I wouldn't get a refund so I got through to EVRI and made a complaint, I have an email from them stating they delivered to the wrong property and to contact Zalando again to get a refund, yet I have still been denied when I email proof from EVRI. ABSOLUTELY DISGRACEFUL, stay clear of these thieves.

Order a bag and was given 4 diffrent deliver date as the bag did not arrive for Christmas, then was told it was delivered, which it was not. They delivered to the incorrect address and refused to give a refund. Very poor customer care.

Said item delivered and it wasn't - refusing refund - SCAM SCAM SCAM

Fraudulent company. Lies about dispatching. Wont refund. Wish I had know it was a scam before buying now having to work with bank

Ordered a jacket, the courier EVRI leave it at the foot of my door, where it was subsequently stolen. I’ve spoken to various representatives from the Zalando Team (Radosław Skoczek, Kacper Kossakowsk and Richard Nsanabandi) who will not give me a refund.

Still awaiting a refund for 2 items that have been returned now for 3 weeks. Just being told to be patient as the items have not been confirmed as returned, even though I have tracking details. Do not purchase from the organisation if there is a possibility of having to return due to sizing.

DO NOT ORDER FROM HERE!!!!!!!! SCAM SCAM SCAM!! They say that your parcel has arrived when it hasn’t and then won’t refund you!!! Customer service is SHOCKING! AVOID!!!

I must admit,after reading reviews, I was a bit sceptical,so decided to email them before I placed an order as the item I wanted was a couple of hundred pounds.
I asked if they had the item in stock and in my size,they emailed me straight back confirming they did,and if I needed any more help,to get intouch. I placed my on Wednesday, and it has just arrived.many thanks to GRAFFINS KUSIMBA.

Ordered 28th Nov, still no delivery. Evri said delivered on the 1st of Dec. No proof etc. Now tracking says delayed again... weird. I disputed the payment with my bank as they lied, zalando support staff. One said evri could not find my address another said I was not in lol. They don't care.

Extremely disappointing experience with Zalando UK.
I bought a PIN-Koch handbag for £250 (now £400) and it arrived in terrible packaging – no proper box, no protection. Honestly, even cheap fast-fashion brands pack better.

I emailed Zalando politely asking for a replacement box (NOT a return).
Instead, they sent me an automatic return label and ignored my message completely. No explanation, no apology, no help.
This is unacceptable customer service.

Now I have to buy my own gift box and materials (£20+), and of course it won’t be the original packaging, which reduces the value of a luxury item.

If I had read reviews beforehand, I would never have ordered from Zalando.
I strongly advise others to avoid buying luxury handbags from them — poor packaging, zero respect for customers, and unhelpful support.

Avoid!
I have been waiting for my parcel to be delivered. Ordered on the 28th of November. Got told by evri that the missed the connection. This was on the 4th of December. Then oddly the order says on the 9th of December that it got delivered to my address on the 2nd of December.
No physical proof of delivery. No signature or photo. Every time Evri have delivered to me. The have asked for a name and taken a photo.
I find it strange how it can just say delivered. The company can not provide any proof of delivery. Definitely some kind of scam

The company have been unhelpful. I have been told there is nothing they can do. So basically they have taken my money and no goods! They cant tell me who has signed for the parcel. I told them to go to Evri and ask them for further proof. But they won't help.
I have requested a charge back with my bank and will be reporting to trading standards.
Please don't use this company

I returned 2 different items from 2 different orders for a refund like it says you can do on their website. I filled out a returns form online & recieved a return label & posted the return with 2 items together. But unfortunately the return went missing as soon as it was recieved at the post office. I alerted zalando & filled out all the forms needed & provided a proof of posting & the tracking number that you can clearly see it has gone missing and never arrived at the warehouse. They provided me with a refund for one item but are refusing to refund the other item saying it wasn’t in the parcel when they received it which is a complete lie as they have never received the return parcel as it is missing! They seem to have their wires crossed somewhere or are purposely conning me. Their customer service is awful as when you ring up they just say they escalated it but you never hear anything back! I need my refund!

Ordered an item which was due for delivery on 29th November. Evri tracking did not update so I informed the company that it still shows up as Evri is yet to receive the parcel from the company.
Customer service was unhelpful and kept telling me to wait.
They then extended the estimate delivery to 5th December.
Tracking still no update.
Informed the company again and told sign their legal binding document to start an investigation with the delivery company.

I informed them that under consumer rights act I am not obligated to sign this document as it waivers my rights to a refund from the company.

They kept telling me I have a week to sign it and at no point have they issued or willing to issue a refund.

I have started a dispute with my payment method and contacted trading standards and the ombudsman to start an investigation into Zalando for going against my consumer rights.

Wish I had looked here at the reviews before ordering I've been waiting nearly 2 weeks for delivery and then I got an email today saying evri delivery delayed 😂like I've already waited 2 weeks and then now the delivery day is delayed this company is a joke will not be ordering ever again

Order didn’t arrive and no sign of evri having received. Asked for a refund and told to wait another 5 days, requested again and told to wait again. Now 14 days since order. Customer service chat just tell you to be patient and cut you off. Now trying to claim refund via PayPal.

Really bad customer service and I didn't receive my order. I really don't recommend it. Please use other websites you will save a lot of time and nerves. I need to open dispute in my bank to get my money back.