Review Time
Jeg er meget skuffet over min seneste oplevelse med Zalando.
Jeg købte en vare for mindre end 30 dage siden. Den har været brugt meget lidt og viste sig at være defekt. Jeg kontaktede straks kundeservice for at returnere den og gjorde det klart, at jeg ikke har nogen intention om at beholde et defekt produkt.
Da jeg i øjeblikket bor uden for Spanien, nægter Zalando dog at dække returfragten, selvom varen er defekt. De forventer, at jeg selv betaler for international returfragt for en fejl, som tydeligvis ikke er mit ansvar. Som følge heraf nægter de også at refundere beløbet, medmindre jeg selv dækker disse omkostninger.
Jeg har været en loyal Zalando-kunde og har haft tillid til, at virksomheden tager ansvar, når produkter er defekte. Denne situation føles urimelig og meget skuffende og har i høj grad skadet min tillid til Zalando.
Jeg mener, at en virksomhed af denne størrelse bør stå inde for sine produkter og ikke pålægge kunderne omkostningerne ved defekte varer.
I am very disappointed with my recent experience with Zalando.
I purchased an item less than 30 days ago. It has had very little use and turned out to be defective. I immediately contacted customer service to return it. I made it very clear that I have no intention of keeping a faulty product.
However, because I currently live outside Spain, Zalando refuses to cover the return shipping costs, even though the product is defective. They expect me to pay international shipping for a fault that is clearly not my responsibility. As a result, they are also refusing to issue a refund unless I cover those costs myself.
I have been a loyal Zalando customer and trusted the brand to take responsibility when products are faulty. This situation feels unfair and disappointing, and it has significantly damaged my trust in the company.
I believe a company of this size should stand behind its products and not transfer the cost of defective items onto the customer.
I have regularly used the app but faced a major issue in December when I accidentally paid for my last order twice. Despite sending multiple emails with proof of the double payment, I received a response stating they lacked sufficient information to identify the issue. After involving my bank, which confirmed two payments were made on December 19 and December 22, I forwarded their emails to the support team but got no response. I called the following week and spoke with a representative who said I would receive a refund soon, but nothing came. When I called again, I was told the second payment went towards an old debt from 2020, matching the exact amount of 152. This entire situation is utterly unacceptable, unprofessional, and truly disappointing. It appears that basic common sense is lacking among the staff.
I have use the Swiss based Zalando app regularly but in December I paid for my last order twice by accident. I sent numerous emails with proof of the double payment, and received a reply from Zalando saying they did not have enough information to locate the double payment. I got my bank involved, who confirmed that two payments were made, one on 19 December and the second on 22 December, I sent Zalando the emails from my bank - no reply. I then called them the following week, spoke with a customer service representative who, after speaking with the finance team, informed me that I would receive a refund in the next couple of days. Nothing arrived. I called again today, and was told that the second payment was used to pay off an old outstanding amount from 2020, which just happened to be for the exact same mount of 152CHF!!!!!! This situation is absolutely abhorrent, completely unprofessional and an absolute disgrace. It seems basic common sense is missing from everyone working in this company.
My order is on backlog "we are preparing your package" for over a week. We are now 1 week past the due delivery date and there still is no possibility to cancel that order. I will have to return it, if it gets ever shipped. Totally unacceptable, unprofessional and abusive.
I've returned a shirt valued 350 DKK, and got a confirmation email telling me I will get 0,35 DKK back. That's clearly a mistake. I want to reach out to Zalando about this, but they have removed every means of contacting them — no contact email, no forms, no phone. That is so arrogant. Their FAQ doesn't address this matter.
Buy from Zalando and you may well find yourself in a whole world of pain. Purchased a Tracksuit Set ready to kick off the New Years fitness journey. The order took an age to arrive, UK customers take note Zalando elect to use EVRI as their delivery partner of choice. After twice receiving notifications of an imminent delivery swiftly followed by delays the parcel eventually arrived. With disbelief the package only contained the Tracksuit top….So the next couple of hours were spent trying to establish a email address, contact numbers or a way of navigating the returns system to inform Zalando that no….its not too small…..not the right style…..damaged…..the list goes on but no option to say it’s incomplete. Eventually used the damaged form and sent a message outlining the situation. Received a very direct unsympathetic or apologetic email to say they would refund half of the cost of the set as only half was missing!?! It’s like refunding half the cost of a pair of shoes when only one arrives! Completely unacceptable without honesty integrity or respect for the customer. Will now have to repackage and return the item for a full refund but will undoubtedly be told I’ve only returned half the order. Shockingly poor on every level and should be avoided at all costs
Firstly, I do not understand why they use Evri for delivery partner!! Its the worst courier company EVER existed... To top it off, their customer care is the worst.. Each agent says something else to please you, but act completely different. Have been chasing them with over 20 emails / chats, but they processed only part of the returns and still having to chase for rest. Now they seem to have even stop responding to emails!! They tease you with great discounts / offers, but treat it like ebay, where you can only buy but if you ever needed to return any items, surely it will be lost without any refunds!!!
I paid for express delivery, and not only did it not arrive on time, but the support team was indifferent, reluctant to answer my questions and requests for action, and on top of that, they didn't even deliver on the second promised date. Horrible experience.
I bought a jacket from Zalando as a Christmas gift for my husband and received it on November 22. After Christmas, it turned out to be too small. I was very disappointed to learn that Zalando does not offer extended returns for Christmas purchases and strictly applies a 30-day return policy, even during the holiday season. They were also unable to offer an exchange for a larger size.Very inflexible and surprising for a large online retailer as Zalando.
I rarely leave reviews, but this experience has been extremely disappointing and exhausting.I ordered two pairs of shoes during Black Friday and selected delivery to a pickup point. The parcel was returned twice due to courier issues that were completely outside of my control. Each time, I was asked to reorder and reassured that the original Black Friday prices would be honored so that I would not be penalized.Over the course of more than a month, I had multiple conversations with customer service, repeated explanations, partial refunds, price-match promises, and contradictory information. At one point, refunds were initiated incorrectly, which added even more confusion and stress. Despite clearly explaining the situation and my desire to actually receive the items, the process kept restarting instead of being properly resolved.Eventually, one of the items became unavailable, and instead of offering a concrete solution, I was told to wait for restocking with no clear timeframe. To make matters worse, after expressing my frustration (which I believe was entirely reasonable given the circumstances), the support conversation was closed with a “do not reply to this email” message, without any final resolution.This whole process should never be this complicated. Buying two pairs of shoes should not require over a month of effort, repeated orders, and constant follow-ups. The issues were logistical and internal, yet the burden was placed entirely on the customer.I am very disappointed with how this was handled and expected much better from a company of this size.
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