Zalando - www.zalando.co.uk Reviews
Latest Reviews
★★★★★
“Service and Choice Personified”
Written on: 17/05/2013 by BKSurrey (1 review written)
Having seen sandals I admired on a friend, my search through an on-line search took me to Zalando and that was a find. The Zalando website is excellent, easy to cruise around with clear steps and excellent opportunities to view products details at different angles and size. The email response and details on purchases are immediate and without reservation on FREE RETURNS - no holding back. In the event that you may need to talk with a person, in my experience the phone is answered quickly... (read more)
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★★★★☆
“Good service”
Written on: 17/05/2013
They have a good customer service. Their response is very fast! (read more)
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★★★★★
“Great and fast service”
Written on: 16/05/2013
I could hardly believe how quickly my order arrived, placed on Saturday and on my feet by Monday afternoon! I needed to e mail with a query and the helpful and fast reply was very impressive. I will certainly use this site again and recommend it big time. (read more)
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★★★★★
“Very speedy delivery”
Written on: 15/05/2013 by kilkeerocks
I ordered some shoes on Sunday and expected to wait until the end of the week for delivery. I was delighted to get a text this morning (Wednesday) confirming they would be delivered today and they arrived at 10am. Great selection of products on-line. Have previously ordered jewellery from them. Very impressed with the service. Would definitely order from them again. (read more)
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★☆☆☆☆
“The good reviews must be by staff or their family! AWFUL”
Written on: 09/05/2013
Ok so I order some stuff from Zalando, I want it for next week, so I mail them to find out why, 3 days after ordering, the order hasn't been sent. It takes 2 days to reply, and then the reply comes in Danish (ok I live in Denmark but not everyone who lives in a country speaks the lingo, besides I thought English was the world language?), they don't tell me when it is coming, nor do they offer a refund. They just say there is a delay.... How useless is that? And when you order next time we... (read more)
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★☆☆☆☆
“DO NOT USE THIS COMPANY”
Written on: 02/05/2013 by helenmcfad (2 reviews written)
I ordered shoes. I got an email at 0142hours on 2nd May 2013 stating that 'there has been a delay with your parcel leaving our warehouse' ... 'The delay has been due to the item(s) you have ordered undergoing relocation from one warehouse to another' Alarm bells rang so I looked up reviews - oops, not good. I emailed the company at 0616hours to cancel my order and ask for my money back. Amazingly I got an email stating it was not possible to cancel my order as ' it is no longer possible to... (read more)
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★☆☆☆☆
“Where do I start”
Written on: 21/04/2013 by jonesyjones1ina1000000
If you want your credit debit cards blocked then visit this site. It would not matter how much in credit you are, they will do their finest to block them. I'm so tired of trying to purchase from this website and being declined . Its window shop only. They have serious problems with their security. The past reviews have to be from Zalondo staff and friends. (read more)
Visit zalando.co.ukZalando's Response to jonesyjones1ina1000000's Review
Written on: 08/05/2013
Hi there,
We can categorically say that we cannot or do not have the power to block your credit or debit cards.
Sometimes your bank enforce a stop on the payment while they verify that the person making the payment is you. This is something that is implemented by the bank and not Zalando.
If you want us to look into why your card payment wasn't accepted on Zalando, please send us an email at service@zalando.co.uk and we will happily look into it for you.
We can confirm that we do not have any issues with security. However, we do have things put in place to make sure that a customers account is fully protected and secure. This is for the customers safety only.
Thanks for your feedback, we hope that we have cleared this up for you.
Have a good day,
D. Smith
Zalando Customer Service UK
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★★★★★
“Excellent company”
Written on: 13/04/2013 by dollia (1 review written)
My item was received quickly, and the product is of very good quality. Whenever I needed an information, zalando team responded quickly to my emails. (The same day) This is a top company selling great items and the customer service is excellent. I will certainly buy from "Zalando" again and I would recommend them to my friends (read more)
Visit zalando.co.ukZalando's Response to dollia's Review
Written on: 08/05/2013
Hi there,
Thank you very much for your positive feedback.
We are always happy to hear that our friendly customer service team have been of some assistance when called upon.
We hope to see you again soon at Zalando.
Have a great day,
D. Smith
Zalando Customer Service UK
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★☆☆☆☆
“Terrible delivery”
Written on: 24/03/2013
Ordered a pair of shoes for a special occcasion, over a week and still no shoes. When I contacted them they said "Oh we didn't have them in stock and had to order them in" So why could they have not let me know. They did eventually arrive but way too late! Terrible service, also Yodel is such bad delivery service too, maybe Zalando should think about changing their couriers. (read more)
Visit zalando.co.ukZalando's Comment
Written on: 27/03/2013
Hi there,
Thank you for taking the time to write this review.
We sincerely apologise for this abnormal experience.
In the rare occasion that an order is delayed, we do our best to proactively send an email to the customer to inform them.
Again, we do apologise that we have let you down on this occasion. But we can assure you that this is a very occurrence.
If you wish to discuss this further, you can always contact us via email (service@zalando.co.uk)
We wish you a happy Easter weekend.
Regards,
D. Smith
Zalando UK Customer Service.
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★★★★★
“Impressed firstly with prices and then with customer...”
Written on: 18/03/2013
Bought a pair of jeans from Zalando.co.uk back in November. They had a good range and they were very competively priced. The jeans arrived promptly and I was very pleased with them. Unfortunately, the jeans developed a flaw in the material a couple of months later, so I contacted Zalando by email. They requested pictures of the flaw, which I duly sent and within a day they had accepted they were faulty and sent me a returns label. I returned them and received a very prompt refund. All in... (read more)
Visit zalando.co.ukZalando's Comment
Written on: 27/03/2013
Hi there,
We are sorry that the jeans you purchased from us were not up to standard.
However, we are very pleased that our customer service team could help you in resolving this matter.
We really appreciate you taking the time to write this review and hope to see you again soon at Zalando.
Have a great day!
D. Smith
Zalando UK Customer Service
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Showing 1 - 10 of 33 Reviews
★★★★★
“Everything brilliant.”
Written on: 16/03/2013
I ordered a pair of shoes last Sunday, as they were on special offer; cost was £33.00 with free delivery (which is far less than the retail price on the high street). I was given a £5 welcome discount, meaning the total cost was £28.00. Still an even better bargain than on the high street (and moreover the fact that I was ordering a half size which I've typically found difficult to find in the past didn't make a difference to the price). I immediately ordered a pair as I knew I'd never... (read more)
Visit zalando.co.ukZalando's Comment
Written on: 27/03/2013
Hi Dan,
Thanks for taking the time to write a review about your recent experience with Zalando!
We are very happy to read such positive feedback about your order and the item you have purchased.
We hope to see you on Zalando again soon.
Have a good day!
D. Smith
Zalando UK Customer Services.
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★☆☆☆☆
“Wouldn't give them a star.”
Written on: 30/01/2013 by Dibbs1967 (1 review written)
I would honestly save your money. Bought a pair of boots for my wife as a stocking filler. They were supposed to have a 3 day delivery but over a week later I had to contact them. They said it was due to snow. Fair enough I thought and gave them more time, miraculously they showed up pretty quick. Thinking they forgot. No biggy I thought, at least I have them. She has worn them once and they are falling to bits. I contacted the company twice but no reply. Checked my spam box but nothing. I... (read more)
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★☆☆☆☆
“Poor delivery service by Yodel”
Written on: 25/01/2013 by josephinemei (1 review written)
Very disappointing. I placed an order on the 15th January. I am a regular customer of Zalando in France and have always received my order within five days - although I live in a remote Alpine village! Here in England, eleven days later I have not received my order although I have sent three emails to customer service without getting a reply. I have been living in Kent with a London post code but Zalando UK can't deliver before I return to France on 27th January. I wish Zalando had... (read more)
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★☆☆☆☆
“Loose heels”
Written on: 06/01/2013 by Inhapy (1 review written)
I had two pairs of boots as Xmas presents - the flat pair are very good, but the pair with heels are rubbish. I wore them for the first time today and one of the heels has fallen off. Iam now going to try and return them but having read other comments I don't hold out much hope. (read more)
Visit zalando.co.ukDannyboy1980's Response to Inhapy's Review
Written on: 16/03/2013
If you don't know how to rate and review, then just don't say anything. Your gripe is with the boots you purchased, not the Zalando experience. Your review should be on the boots, not where you purchased them from.
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★☆☆☆☆
“Hopeless”
Written on: 03/01/2013 by Jasminebirtles (1 review written)
I tried making a large purchase for the first time last night. I tried to buy with three credit cards (all of them fine) and not one of them worked on the site. When I called to ask what the problem was I was told that my account had been blocked and wouldn't be opened again for 48 hours. Useless! Mind you, having read the reviews below I now think I've had a lucky escape. Definitely won't be bothering with them again. (read more)
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★☆☆☆☆
“Misleading co.uk company”
Written on: 15/12/2012 by Zoe12345B (1 review written)
I found this site and was impressed with the selection and prices, recommended it to my Mother and we both purchased things from the site. I placed my order before my Mother, yet she received her items a week ago, and I still have no parcel. I had an email with tracking number in so I decided to check it out. The tracking number is not recognized on Yodels website. Emailed Zalando asking for a correct tracking number and received a reply stating that the item has not yet reached the UK...... (read more)
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★☆☆☆☆
“TOTAL SHAM! ”
Written on: 11/12/2012
It is a shame that I have to use stars! I wish I had an option that said 'complete sham and money stealers'. It took 2 and a half weeks for my package to come and after several e-mails I set without a single reply I called Zalando. I got a reassuring voice that told me I would have my package right away. After a couple more days I decided to ring again. This time the waste of a desk space hung up on me. I then rang AGAIN and demanded to speak to the manager who was barely audible due to the... (read more)
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★★★★★
“Great service, very happy with item,although delivery...”
Written on: 05/12/2012 by domenika
Great service, very happy with item,although delivery was late I was informed about it. (read more)
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★☆☆☆☆
“Rubbish ! Don't be fooled by the free returns ”
Written on: 24/10/2012
My delivery of a pair of boots were completely different to the ones I had ordered. Called customers services who didn't really care but to be fair offered me a 10% discount code to reorder the boots. I went to re-order and they were no-longer available. Took the wrong boots to the Post Office to be returned who would not accept the "Collect +" free returns service and could not tell me who would return these for free. I had to pay to return something I did not order. Don't be fooled by... (read more)
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★☆☆☆☆
“Completely ruined and extremely upset”
Written on: 29/09/2012 by carrynosauce (1 review written)
worst customers service ever experience, order number 10504000182469. Purchased for the almost 400 pound, items arrived ONE WEEK later. Had to cancel my only week off because of that. Zalando pretended to give me some sort of 10% compensation (only after 3rd time I had to contact them). Items which arrived were such a low quality, that send them back ( a while ago). However I still waiting for a refund, of course our lovely company already took this compensation back, very nice of... (read more)
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Showing 11 - 20 of 33 Reviews
★★★★★
“My Favorite”
Written on: 25/05/2012 by lastochka
I think it is one of the best fashion sites I have ever purchased from. Fantastic selection of brands, very good quality - a real German quality- and very efficient customer service. Free deliveries and returns. Right, a delivery from the continent may take a little bit longer than advertised 5 working days but it is always worth waiting! I do tend to buy more expensive, quality items and find that the prices for brands such as Olsen are very reasonable. The sales are always genuine, no... (read more)
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★☆☆☆☆
“Zalando only deliver to part of the UK !”
Written on: 26/04/2012 by einsandmike (2 reviews written)
Although the ad says free delivery to the UK, this isn't true. I live in the Highlands of Scotland and when I started the ordering process I was told that they don't deliver to my postcode! I sent an email to Customer Service and received an acknowledgement but after 4 days no reply. I then phoned the Call Centre in Berlin and asked what the problem was. As I pointed out, all postal services charge the same postage whether they deliver the parcel 10 miles or 1,000. I know someone who worked... (read more)
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★★☆☆☆
“wrong size sent twice, delivery not received within...”
Written on: 24/02/2012
wrong size sent twice, delivery not received within 3-5 working days both times, customer service not helpful. 7 days after ordering for the third time, item has still not entered the uk and is waiting for a request to be picked up from service centre, so it will be at least another 3 days before i receive delivery... terrible customer service. (read more)
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★★★★★
“Pretty impressed by selection, brands, free shipping”
Written on: 12/12/2011
Not much to say: Their website probably has the largest product selection one could ever imagine (currently more than 80,000 different products), the quality of the pics really let's you take a good look at the product, some even have video footage. Price is right, delivery and returns are free. I did not find some of the usual brands I'd see on the high street but on the other hand have found some awesome new ones such as 7Seconds, Pink Loop or Even&Odd. Not sure any other store has them.... (read more)
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★☆☆☆☆
“Totally Frustrated!!!”
Written on: 04/12/2011 by Rooobs (1 review written)
Ordered the boots on the 21st November 2011, still have not received them. Customer service not interested, I phoned every day last week and every day they told me they were out for delivery, not true. Yodel too have lied about delivery. Zalando have taken my money and not sent me the goods. It's been 14 days now. I will never buy from them again. I'm afraid that I will not see the boots or my money ever again. I wish I had read reviews about them first. I would not have purchased from... (read more)
Visit zalando.co.ukZalando's Response to Rooobs's Review
Written on: 09/01/2012
Dear Roobs,
Thank you for taking the time to post your feedback. We apologise for the prolonged delay you seemed to have experienced with us and hope that your issue has now been resolved through customer service.
Our customer service team will always give 100% in chasing up a parcel but in most cases they can only go by the information supplied by Yodel. In the highly unlikely event of an order not being delivered, we do of course refund all our customers and offer a discount on the next order.
If this has still not been resolved then please contact our customer service team who will be more than willing to assist you further.
We appreciate your feedback and hope this experience will not put you off shopping with us again.
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★☆☆☆☆
“HORRIBLE”
Written on: 01/12/2011 by stacyb32 (1 review written)
I was on the phone for three days with them trying to figure out why they wouldn't accept my payment. I have several things delivered on a regular basis and never have had a problem. My bank even tried to talk to them to say that they are not accepting payment. COULDN'T even place my order!!!! Customer service cannot answer any of your questions/problems. They must email germany! What! They cannot do anything but answer the phone. Although they were pleasant they could not help me. ... (read more)
Visit zalando.co.ukZalando's Response to stacyb32's Review
Written on: 09/01/2012
Hi Stacy,
Thank you for taking the time to write a review. We apologise for any difficulties experienced during the payment process. Although we do have to have some security measures in place for the safety of our customers, we allow payment via PayPal or credit / debit card for all customers with cards that have been issued within the UK.
We have also updated our payment system to enable quicker resolutions to problems with payments. Therefore if you would still be interested in making a purchase and you do encounter any difficulties, then please feel free to contact our dedicated customer service team who will resolve the issue as quickly as possible. For any queries that we forward on to our accounting team, we expect a reply from them within 24 hours.
Thank you once again for your feedback and we hope to see you shop with us soon!
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Stacyb32's Response to stacyb32's Review
Written on: 10/01/2012
Extra security measures are much appreciated BUT that wasn't the issue. The staff could not answer my questions or figure out what needed to be done to complete an order. My question was what do I need to do to make an order? 5 days later the order went through by piecing together ideas from several staff on how to complete the order.
Order received!! Two pairs of boots were poor quality with glue oozing over onto the sole, two pair were terrible quailty man made leather upper, two pairs were perfect BUT they packed the wrong color. The invoice was correct BUT whom ever packed the box put in the wrong color boots!
Easy returns? I think NOT!!! The post office was closer than a collection point. I called for the return postage label, received it, and brought the package to the post office. WRONG LABEL. Are you kidding me?! Brought the package back home, called zalando and I had tell them what the correct postage label should be. I was put on hold so she could "verify it". I thought that was there job.
HORRIBLE!
The staff was polite but they were poorly trained. Not there fault but the companies.
Please stop trying to justify poor service and poorly trained staff. And NO I will never order from zolando again and I will tell everyone my story.
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★☆☆☆☆
“never ever ”
Written on: 23/11/2011
Total disaster never orders with them again, waist of time and energy. Other online companies sell stuff cheaper, most probably customer service is in order too. ... piu I had to amend the delivery address so called in good few days before delivery due. Once provided full delivery address the member of staff was not sure if I get the order or I will not.... her English was very poor; In customer service you expect that at least they understand the request, anyhow at the end of the... (read more)
Visit zalando.co.ukZalando's Comment
Written on: 09/01/2012
Hi Ruth,
Thank you for taking the time to write a review and we apologise for the failed delivery.
We assure you that all our customer support staff are native English speakers and are dedicated to assisting all our customers. Address changes are not always straightforward once the item is with a courier but in the vast majority of cases the parcels still get delivered. In the worst cases we will always process a full refund and offer a discount on your next order. Our customer service team will always be willing to sort this out for you should you give them a call or email them.
We would like to assure you that such cases are extremely rare and hope you reconsider your decision to not shop with us again.
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★★★★☆
“Stylish top”
Written on: 15/11/2011
This is a great everyday top which looks great with skinny jeans and long boots. I love the print & it's a great top for Autumn. The cotton is quite thin (and you will need to wear a vest/long sleeved top underneath) & I felt that the price was a little on the high side. (read more)
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★★★★★
“adidas mens trainers”
Written on: 11/11/2011 by sammitibbs (1 review written)
purchased mens trainers. not only were they a pair i have not seen on anyone else, they were also good value for money with the eleveneleven voucher. thank you Zalando I would recommend this site to family and friends and I would def look here first if i want to purchase something for my husband, my children and myself again. I had never heard of it before, it came up as an advert on my hotmail account. I would say it is similar to Asos but much much better, check it out for yourself x (read more)
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★★★★★
“Great shopping”
Written on: 27/10/2011 by angelusha (1 review written)
I loved shopping at zalando. The variety of products it's huge,the web site is simple and clean,easy to use,easy to pay and it has free delivery in a very reasonable time! I'll surely return to zalando! (read more)
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Showing 21 - 30 of 33 Reviews
★★★★☆
“Huge choice and fast, 'free' delivery”
Written on: 27/10/2011 by poppydan79 (1 review written)
Pretty impressed overall with this shop. Massive selection of brands - both those familiar to us in the uk and quite a few from the continent ( German based company I think). Goods shipped from Germany and my order was a couple of days later than the 3-5 they aim for but I didn't really mind. Free delivery but of course this is refl ected in the prices. Unfortunately none of the boots fitted so returned and refund was made pretty quickly. Will definitely buy again. (read more)
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★★★★☆
“Zalando for Eisbär ski wear”
Written on: 27/10/2011
Ordered hard to find Eisbär ski hats and found them at great prices. i'll order again soon. (read more)
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★★★★★
“Great website for shopping online!”
Written on: 27/10/2011 by VivianeA (1 review written)
I ordered 2 pairs of shoes and everything went quite smoothly. I got exactly what I ordered within 3 days. I love the variety of brands they offer. Since basic high street brands to boutique items. All price ranges. They have thousands of items to choose from what allows you to easily find what your looking for. Their shoes are gorgeous! I had a very good experience and I will definitely use Zalando again. (read more)
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Zalando's Comment
Written on: 10/05/2013
Hi,
Thanks for your feedback.
However, your complaint and review is not about us, it is about Zalando.dk. We are two different companies and therefore we are unable to help you.
I'm sure if you email them, I'm sure they would be more than happy to help.
Thanks
D. Smith
Zalando UK Customer Service