Zalando UK Avis 

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

Ordered a juicy bag and got a completely different bag from what was in the picture contacted customer service to which they hung up the phone on me twice! Wouldn’t do anything about it AVOID THIS SCAMMING COMPANY” I’m now down around £100

Although one of the pairs of shoes had been stolen from my parcel of 2 pairs of shoes(ripped and selotaped back together) and it took ages getting proper attention through the 'chat box' method of communication and had to fill in a form about missing shoes, I eventually received the refund for the missing shoes. You just need to try to remain calm and patient. But got there in the end and some of the customer service assistants I dealt with were great. Probably best to only order one pair of shoes individually, rather than more than one in one order, as they can't be stolen then as there'll be nothing to deliver! My 2nd purchase of the stolen shoes went smoothly and easily.

If it was possible to give zero I would do. Customers service was shocking… I was £145 out of pocket and despite trying to arrive at a suitable solution I was just blocked with the same shocking email ‘thanking me for my email’ but not actual action. In the end I did a charge back through the bank and got my £145 back and I would encourage everyone to do the same if you’re out of pocket. Zalando will never accept responsibility!!

Send you the wrong item take ya money then dispute the refund absolute 💩company

Rubbish customer service = rubbish company that i won't be buying/ordering from again. They sent me a 15% voucher for my first order. I ordered a pair of Ugg shoes and having read the sizing reviews cancelled it 5 mins later realising i should keep to my original size for that particular model. Got in touch via the chat with an inept customer service who simply advised it that since i already used this coupon i could not use it again. no help of offering it again or providing another coupon. completely stupid people who now will lose my business and my custom. 15% off would have been a tiny reduction but they have no concept of how to acquire or retain customers. another company that will go bust because they are rubbish at simple tasks of keeping customer happy.

I wish I listened to the reviews 😭 Evri says they delivered my parcel but it never arrived. Zalando won’t refund me because they say it’s delivered. I’m now in a lengthy process of waiting for them to speak to Evri - not expecting a refund at all at this rate. Save yourself the stress and listen to the bad reviews!

The worst store ever. They’re scam. Don’t fall for it. I found better price and better products on other sites.

Would give zero if I could.
Item didn't arrive, waiting for a refund and keep getting delayed and ignored by customer services. Currently owed £115. Customer service is awful, would class this company as a scam.

NEVER USE ZALANDO. This is a warning, they are the worst online clothing store ever. My delivery went missing and I spend weeks chasing to get a refund, they even send me a FORM to fill, but they could easily see on the Evri tracking what happed to my delivery. Never using Zalando ever again.

They are horrible , return item on 03/05 item which was wrong to i actually ordered , after three weeks nothing , have to contact them evwry 5 days , same bullshit , no help af all , just lies !

Where is my money? Made a return since May 5th, no refund, no email. Is that how you treat customers?

I would urge anybody thinking about purchasing from this company, to seriously rethink.

Contacted customer service as my parcel hadn't been delivered after 8 days, they hung up the phone, i contacted them again, they told me to wait another 5 days, when i phoned again, after the order still hadn't been delivered, they hung up the phone again.

The worst customer service i have ever had the misfortune to encounter, no interest in helping and a disgusting way to treat their customer's.

They also use Evri as their delivery partner's, who told me after a week,the parcel was lost, despite tracking showing they had received it to their depot, despite this, Zalando customer service still didn't want to issue a refund.

They show no way of contacting them on their website, trying to speak to a human, is a very hard task and not something, this company wants you to do.

Seriously avoid this company, or you could easily lose your money, as refunding, is not something they want to do and they make it as difficult as possible, for you to receive refunds.

Disgusting company, disgusting customer service AVOID AT ALL COSTS

Took my order, told me out for delivery, then got an email to say failed delivery. Online chat says don’t deliver to the uk!! That is not on the website and they took my order (and money!). Chats are ended before you are finished. I’d better get my refund or will do credit card charge back which will affect their credit, reputation (even further) and ensure protection of my money.

Like many others on here, I ordered and the courier Evri lost the parcel to a local click and collect shop. Evri confirmed this by email, Zalando said it’s still in transit a month later. Zalando Customer Services were polite but comical, promising refunds which didnt happen, call back and email updates which didnt happen and refusing to let me speak to a manager. I gave up after a few weeks and for the first time I used a credit card chargeback and my bank refunded the amount quickly. Would encourage others to do this as well as this will leave Zalando with admin overheads and bank processing charges trying to sort

They massively over edit photos so if you order cream shoes you’ll receive dark beige. Maybe try taking photos that are accurate