Zalando Reviews 41

Hanka from CS provides false information and doesn't read what the customer write. I'm expecting a missing refund from Zalando and besides wasting my time, it has not been possible to move forward the matter with this agent.

Naprosté zklamání. Šaty dorazily poškozené už z výroby, látka vytržená u zipu – nulová kontrola kvality. Je to smutný obraz dnešního konzumního světa, kdy zboží dorazí jako zmetek a prodejce nemá ani tu slušnost se omluvit nebo na reklamaci reagovat. Naprostá ignorace zákazníka a arogance. Pokud nechcete vyhazovat peníze za nekvalitní kusy a pak být ignorováni, raději nakupte jinde. Moje poslední objednávka.

Zakoupila jsem na Zalandu koženou kabelku. Kabelka sice přišla relativně rychle, ale po rozbalení se ze sáčku rozvinul strašný zápach plísně.
Chtěla jsem kabelku vrátit, ale prodejce nereaguje na opakovanou žádost o vygenerování vratného kódu (!).
Vyplnila jsem tedy reklamační formulář, kde jsem popsala závadu. Obchod si vynutil fotografie produktu (jak mám sakra vyfotit smrad?!).
Po zaslání fotografií mi napsali, ať vyplním znovu reklamační formulář, neboť jsem údajně zaškrtla špatnou položku. Označila jsem položku "vada materiálu", neboť mám za to, že materiál je do hloubky zasažen plísní.
Ok, zkusila jsem vyplnit reklamační formulář znovu, ale stále se objevuje hláška "zkuste to později".
Naprosto otřesné jednání!

I returned my order and still haven't received any email notification regarding the return. I've been in touch with the customer service via phone calls, and had multiple encounters with the agents, especially with Ivana and others who hanged up my calls, they also used rough language during those calls. The contact form is not available on the website anymore and it is very hard to reach out to them, because you need to receive email first in order to reply or only call them, but there were issues with the level of their rudeness and hanging up the phone calls. After multiple attempts, to follow up on my case, I was advised not to reply to the emails anymore, because my case will get into the last one in the order, so now I guess I have to wait for weeks or months to resolve this. Absolute shit show.

I like Zalando. Proces are good, fast shipping and easy returns, that is exactly what I expect form eshop like this.

Koupili jsme si bundu, ale nikdy nedorazila a peníze jsme nedostali zpět. ⁠

Objednala jsem si značkové sako a lodičky do práce, celková cena objednávky přes 10 tisíc korun. Očekávala jsem odpovídající úroveň balení.

Balík dorazil potrhaný, oblečení bylo jen tak vhozené do tenkého plastového pytle, sako bylo zmačkané, jako by v něm už někdo spal. Tohle je naprostá neúcta k zákazníkovi i k prodávanému zboží. Navíc proces vrácení peněz trval skoro dva týdny, což je u takového giganta neakceptovatelné. Dvě hvězdy za výběr značek, ale logistika a prezentace jsou na úrovni tržiště

A very bad experience. I purchased a product for 6,000 CZK. It was a soft item, yet it arrived in a paper envelope. The original packaging should include a dust bag and a box specifically designed for this product.

I contacted customer support. They claimed the box might have been damaged in the warehouse and that they have no way to notify customers. That is absurd. I have doubts about the product’s authenticity. It feels more like a second-hand marketplace; I had heard of Zalando many times, but this was my first purchase. Nowhere do they state that the product may not be a fully original 1:1 item, only that it is in stock.

I will now buy directly from Lacoste, but after reading other reviews, I am worried about how the refund process with Zalando will go.

A very bad experience.

I ordered a backpack on Zalando while it was on sale and paid in advance. Two days later, I received an email saying that my order had to be canceled due to "technical reasons." To me, that sounds more like an excuse than a real explanation. It's disappointing to place an order, pay for it, and then have it canceled without a clear reason. Not a great customer experience.

Zalando už nikdy – absolutně nedoporučuji. Zboží zaplaceno 7. 5., objednávka zrušena ze strany Zalanda, peníze (5 602 Kč) si nechali. Přestože mám potvrzení z banky, že jim to bylo připsáno, tvrdí, že platbu nedostali. Odmítli mi vydat výpis z jejich účtu i jakýkoli důkaz. Na jejich „úžasné“ zákaznické lince na mě jen řvou, přerušují mě a odmítají cokoli řešit. Nulová snaha o nápravu, jen arogance a výmluvy

THIS IS A FRAUDULENT COMPANY!!! NEVER BUY ANYTHING FROM ZALANDO!!! THIS IS A FRAUDULENT COMPANY!!! NEVER BUY ANYTHING FROM ZALANDO!!! I bought 2 watches from them. When the order arrived, one watch box was empty!!! There was no watch there at all!!! Interestingly enough, their customer service wasn't surprised when I communicated it to them. They said that they were making an effort to limit those occurrences to a minimum. From that it was clear to me that it wasn't for the first time that something like that had happened. They said that they would reimburse me, but they didn't. I had to make another effort to get my money back. The other watch was in the box, but I returned it, because I didn't like the design. Some time has passed and I still didn't receive my money back for the return. When I contacted the customer service, they said that they hadn't received the package and refused to reimburse me. I lost 125 euro! Never ever buy anything from them! I'm warning all my friends.

Fast shipping, cheap prices, no problem with returns.

They won't support apple pay and charge you 87 CZK for card payment. I hope they go to hell, lol

Nakupuji pravidelně a většinou vše ok. Bohužel je problém při vrácení zboží partnerům, kdy není generován návratový štítek v apce a je problém s vrácením platby.

Horrible experience with Zalando Slovakia, it's a joke!
I ordered an item size 40. They sent size 44 so I returned it and notified the customer service. They didn't bother to reply.
The size 40 was still available on their website so I ordered it one more time. I was hopefull that this time it will arrive. They again sent the size 44 (I guess it was the same item I returned).
I tried the last time and ordered size 40 in a different colour but for the third time I received the wrong size.
They obviously don't care about their customers. The worst online shopping experience so far.

Returned an item to Zalando.cz, and they refunded another account! They don't want to share where the money was sent, only told me the last two IBAN digits. Their customer service is incompetent, processes broken.... I can't believe how clueless they are. I will never shop there again!!

Customer support at Zalando = automatic reply that links to FAQ and that's it. Completely irrelevant responses, probably created automatically (and even for a computer generated responses, those are very bad).

The worst (and the ugliest) price policy. Collecting things to buy, searching, selecting… now prices escalate at about hundreds of crowns! UP. And again and again, all this circle. Unbelievable. OK, so keep it. How can any funny sales manager even think this will attract customers and make the buy action? We have already our prices, don't you know that? We have a price for which we are ready to buy the item. And look around the world, clothing is not a precious thing, the more this low quality you sell even for high prices as better on Zalando. So if you think you sell it for more, you're just crazy.

Good returns, always free and reliable so far.

It is the worst - you will never get your money back for returns. The phone number doesn't work, the customer reps over the chat always claim there is a technical issue and they cannot check up on the order. I mean every time? Meanwhile they encourage you to send off returns when they haven't even sent you money back for 2 months for the last one. Infuriating. Will never order anything again.

"doing business in digital while behaving like in old good 90's" - Returns & Refunds can take upto 3-4weeks, and if you try to contact the Zalanado CZ customer care for help, the customer service is very poor. The issue is that the staff has the lack of communication skills and zero knowledge of refund-processes, or ability to see the customer's history. It was really confusing to call several times to get the delayed refundation while receiving totally opposite informations from different operators - e.g.
call / week no.1 "your payment is on the way, we have everything we need"
call / week no.2 "you have not received your refunds because you have not entered you bank details"
call / week no.3 "I see you have entered your bank details but I see the payment was not processed, can you pls. enter the bank details again. It'll take additional 3-5 days, ..ehm, + 2 days bank holidays + another weekend so it is better to count with another 10 days"
.. yeah, I can and I can also cancel all the other orders until you make this process easier :D I won't spend money & time with such a brand