Reply from Zalando
[REPLY]
- Reviews (15)
- JNaish
- Copenhagen, DK
- 15 Reviews
NOT GOOD
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 will endeavour to get your order to you on time! I need the goods for next week for a vacation.
A thought for the management of Zalando, what is the point of all the marketing spend? If you can't even fulfil your orders? I know a little bit about Ebsuiness and digital marketing having a masters in the subjects! You are obviously having issues with your supply chain, I suspect you are not holding stock of items.... V bad practice.
So know I'm going to attempt to call them to cancel the order, as if it doesn't come by next week I don't need it. Lets see how that goes.
Note to self, always check the reviews of companies on trust pilot before I order, I wouldn't have bothered had I seen their awful reviews.
UPDATE! So I called them yesterday and they will NOT cancel my order or refund my money!!!! They tell me that my order is almost ready to be dispatched.
Perhaps their CEO Rubin Ritter, should spend more time and energy on running his company, rather than using it talking his stock price up and, on expensive marketing campaigns - Zalando - what a joke!
Reply from zalando.co.uk
Thank you for writing this review and providing us with feedback.
Unfortunately, we are unable to provide any help as we can see your order was made from Zalando.dk and not Zalando.co.uk.
Although we are owned by the same company, we are two completely different companies with different customer service departments.
We apologise on behalf of Zalando.dk for any poor service you feel you have received, but if you drop them an email at service@zalando.dk, I'm sure they would be more than happy to help.
Have a lovely weekend,
D.Smith
Zalando UK Customer Service
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- Kis Hajnalka
- Riccione, GB
- 2 Reviews
after 17 days I can't even recall my order
I ordered 2 pair of pants and a wallet on March 29th.
After the 5th of April I called the company, since I didn't get any news about the articles. I was told that the articles may have a small delay, but my order is already in an advanced state, so I need to wait some more days. I did.
I waited another week, when I e-mailed them to aks for a storno. I was that, that it would be fool to storn the order now, since it is in an advanced state and it will be sent to me that week.
Today - another week later - I called them again to storn the order, and I was told, that it is impossible now, since it is - still - in an advanced phase, so all I can do is to refuse to take the package, when it arrives , so it goes back to them and they give my money back.
Is it any customer services at all? I hardly will even visit their website again...
Reply from zalando.co.uk
Thank you for taking the time to write this review.
We sincerely apologise for the poor service you feel that you have received. We can assure you that it is not our intention to make things more complicated for the customer. We will always help when given the chance.
Without your order number, I cannot confirm as to why this error may have occurred, so if you would like to discuss it with me further, please drop me an email at service@zalando.co.uk.
Again, thanks for your feedback. We welcome this so that we can continue to make improvements.
Have a great day,
D. Smith
Zalando UK Customer Service
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- Barbara Siembida
- London, GB
- 1 Review
No free things in this world
I ordered a pair of gorgeous shoes, which turned out to be too big. Encouraged by the so called 'free return' I ordered another pair and set out to return the original purchase.
Which should be easy peasy and free... not so much. The label printed off the Zalando website would not scan at all, so wasted my time going back and forth to the collection point. The label printed off collect + website didn't work either , both of them scanned in two different places. As I was about to go abroad I had to post it via Royal Mail ( £10) and Zalando won't refund the postage. Apparently, l should have called their customer service and they would have sent me a Royal Mail sticker. Nowhere on their website does it say this is an option, needless to say. Oh, and the second parcel I'm supposed to be getting is delayed ( due to stock being transferred ... ) Even though I love the shoes they were absolutely not worth the aggro and the fuss. Won't be buying from them again
Reply from zalando.co.uk
Thanks for your review and feedback into our returns policy.
We can confirm there was a week in April where had some technical problems with Collect+ that meant customers could not use our normal service.
We apologise for any inconvenience this may have caused. However, we do state on our website that if you are unable to use Collect+ we can always issue a Royal Mail label.
This would have meant that you would have received the free return that offer to every single customer.
If you would like to discuss this further, please drop us an email at service@zalando.co.uk and we will happy to help.
Have a lovely day,
D. Smith
Zalando UK Customer Service
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- Dannyboy
- 1 Review
Incredible!
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 get this particular shoe in my desired size cheaper in the shops, or online for that matter.
Item was dispatched by Tuesday, and delivered on Thursday. I was out but as this was 'Yodel', a card was pushed through my letter box saying I could call the person who delivered it up until 21:00 during weekdays. I telephoned the courier and he kindly agreed I could meet him in about an hour's time, as we both happened to not be at home. Drove to meet him at about 21:00 and he had my item ready and waiting for me. What an excellent service; beats having to travel to, queue and wait in a collection centre at the weekend!
Not only that, I checked the price when I returned home and noticed the price of my shoes had been further reduced by £3.00 to £30.00, meaning with the £5.00 discount it would cost £25.00. I contacted Zalando asking whether they would refund me £3.00, and guess what? They agreed! I'm awaiting this, but in any case, I am a happy bunny who has found a bargain with a prompt, efficient and flexible service (communication was also excellent) and my feet don't have to compromise on a half shoe size on this occasion.
Thank you, Zalando!
Dan
PS: it's apparent that many on here simply don't know how to rate and review properly.
Reply from zalando.co.uk
I think we may have already responded to this review via a different company.
But again, we would like to thank you for all your kind words. We are very happy that our customer service could provide you with the service you require and expect from companies such as ourselves.
We hope to see you again at Zalando in the near future.
Have a good day
D. Smith
Zalando UK Customer Service
- Shawntel
- 1 Review
Do not order from here!
I ordered a pair of running shoes and 1 day before it was to be delivered, I received an email stating that my order had been canceled because they no longer had my size! Ok... The next day I received another email saying that they did in fact have my size and I could reorder, which I did. Well, my shoes were supposed to be delivered tomorrow and I just received another email canceling my order yet again! I wasted two weeks with this company and in the end, I don't have my shoes! I talked to Customer Service and they were very unhelpful and offered nothing to fix the situation. Save yourself a headache and shop somewhere else, it's not worth it.
Reply from zalando.co.uk
Thank you for taking the time to write this review about Zalando.co.uk.
We would firstly like to apologise for this uncommon experience with Zalando.
It appears that there was an error with the particular pair of shoes you were trying to order. It seems that they appeared in stock despite our diligent stock taking.
We can only apologise for the inconvenience that has been caused.
We would be more than happy to try and find a solution for you if you would kindly email us at service@zalando.co.uk. I will personally inform the team to keep an eye out for your email.
We hope you have a nice weekend
D. Smith,
Zalando UK Customer Service.
- Eti Wade
- London, GB
- 3 Reviews
Not happy with customer care at all
Zalando's products may be great, I don't know, never got to see them. The package I ordered, which was very very important (designer clothes chosen for my son to wear at his Bar-Mitzvah) went missing. Talking to customer services, they were totally unhelpful, not interested in the slightest in helping me out. They did not accept any responsibility and I'm now left with a significant bill for the clothes I never received and had to buy another outfit, this time avoided having anything posted.
For some reason they use a delivery company that has the poorest ratings (one star) - Yodel. I order lots of stuff by post and have not had anything go missing before. Simply disappointed and unsatisfied. left with a stressful and unpleasant situation with no help or accountability from Zalando. I'm never dealing with them again.
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- Dom Reed
- Bristol, US
- 2 Reviews
Impressed firstly with prices and then with customer service
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 all, they gave me everything I wanted up front and handled my issue very well when the product developed a fault. I can recommend them.
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- Jo Ferguson
- 2 Reviews
You save but lose BIG TIME if it goes wrong - Avoid.......
I bought a coat for my son for Christmas. It was nealy £100 cheaper than if I had bought it in the UK - so , very pleased. However , that was the last time I felt pleased with this company. It arrived a week after the order date so that was ok , but it was the wrong colour. This was mid Dec. Its now mid Jan and after calling ( no answer) and emailing several times ,I have just recieved an email asking me to fax a legal statement through to them before they will do anything about the order. This is just silly , I don't have a fax machine so will have to post this to Germany at my cost. Amd then how long before I get a response ?...who knows ?. I have given up and my son has decided to keep the coat. What should have been a fantastic surprise has been spoilt by this companies delay tactics and lack of customer care. Customer service from this company is zero and there is no way I would use them again or recommend.
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- Tristan Brinkman
- Yateley, GB
- 1 Review
Had to wait long time for articles
I ordered a few shirts for running and decided to go with Zalando this time.
After I placed my order, it took them a week to finally acknowledge the order and have it ready for shipping. Then a week later it finally arrived. In my opinion this is not acceptable to is just too long.
Wont use them again
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- Louise Waldron
- Loughborough, GB
- 5 Reviews
Nice stuff, awful service and delivery
Orders ship from Germany and are delivered by Yodel, you can take a look at the Yodel reviews on Trustpilot to understand how poor delivery is. Contacted Zalando numerous times about an order which hadn't arrived after 14 days yet Yodel said was delivered after 4 days. Took ages to get a response from Zalando and when I did basically called me a liar, told to fill in a legally binding document to say things had not arrived which I needed to then post to Germany at my own expense so they could consider whether to offer me a refund! Day 20 and the good were chucked over my back gate by Yodel. Although I loved the shoes and cuff that I ordered when they arrived, I simply wouldn't want to deal with this company again.
- Danica Wishkovich
- 1 Review
Return customer beware
First two experiences were fine: bit slow delivery but otherwise fine. Third time, site wouldn't accept any of my credit cards, even though all these cards had plenty of credit on them (I'm one of those strange people that pay the cards off completely every month - I just use them to earn air miles), and these cards were working everywhere else. Ended up being forced to pay by bank transfer - not convenient. 4th time, same problem with cards, which when I called about it was told it sometimes happens with some return customers, that their account just starts disallowing payment by credit card and that they were working on solving this issue. Went ahead and ordered my items anyway, but they never turned up. Called again, and told there was a problem with the order - it had never gone out. But it was still sitting in my account. Another phone call and eventually had to cancel order online and start again. This time, at checkout only given option to pay up front! Called again, pleading with them to pass me to technical support as clearly there was a system issue, where my account had become corrupted (ot something). No joy. Eventually got email apology explaining that it had been a stock issue and that this sweater was no longer available, and offered me 20% off the next purchase. Weirdly, this same sweater stayed available on their site, and contined to be advertised heavily for the next 3 months. Yesterday, decided to try again, figuring these technical issues must be resolved by now. Wrong. Called and given the same spiel about some accounts suddenly being inexplicably denied the option to pay by card, and that they were looking into it. That was after three calls, one of which resulted in being hung up on because I wasn't prepared to listen any more to all the reasons why they couldn't help me and wished to speak to a supervisor.
I suspect this is no technical difficulty, but a very cynical ruse to force customers to pay in cash to avoid credit card commissions and to make returns more awkward. Shame.
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- James Clark
- Cardiff, GB
- 5 Reviews
First time using them, would use them again.
Wanted a specific jacket from their website recommended to me by my mate, they only had 1 size left and it was XS, no good as I'm XL. E-mailed them asking if they'd have any more in stock and they said they wouldn't, a few days later without warning 1 XL went in stock. Bought it along with a few other t-shirts and used a £15 off £60 discount code hassle free. All turned up fairly quickly in a custom company box (nice touch). The online clothes shopping worst case scenario then happened, two of the t-shirts I ordered were to big. Luckily they had sent a FREE return slip with the order which was Collect+ which was handy. Returned the two t shirts and they refunded me the price of the t-shirts correctly (in regards to the discount code I used) which was REALLY surprising as most companies are funny about that. Refund took about a week or two which I've definitely had worse. The jacket I wanted fitted like a glove though and I love it. Would recommend this website to a friend, especially with the discount codes floating about now and then :)
- Brundon Clobb
- 2 Reviews
Avoid at all costs
Simply unacceptable. This company are a sham. Firstly they trade as co.uk domain but are actually based in Germany, I should have done more research. I attempted to buy a jacket of their site, the process was simple enough and I received an email saying my order had been approved and processed an I would receive my item. 5 days passed and no item, I couldn't track via yodel as the reference they gave me was invalid. On day 6 a new email arrived saying my item had been dispatched and it would arrive in 3-5 days. Again no item appeared. A plethora of emails were exchanged with their customer service department, who advised they will not issue a refund until 2 weeks from dispatch date. At no point could they inform me where the item might be, in Germany or the UK. So far it's been 18 days since my original email saying my order has been processed and approved and I have no item and they have my money.
I would strongly urge anyone thinking of shopping with them to reconsider and choose another service, I wouldn't want anyone to go through the frustration and annoyance of such an immature company.
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- Kraigyb Ɔic
- Corby, GB
- 1 Review
long process if your order goes missing.
Yodel delivery they left apparently at bin? which it wasnt, my parents were both in and didnt hear no door knock.. card was left i give them that! but saying at bin...no number to call.. so i emailed Zalando. they said id have to put this in writing but they would send me a form.. i filled it in and send it to GERMANY! which cost £7... i didnt have enough money to rebuy a winter jacket.. so have been freezing! its been almost 12 working days i haven had any apologies only emails ask me to buy more stuff.. its not the best experience i have had, its a real shame.. as i like the range of clothing.. i would have liked to use them again.. that was my first time ordering.. i wont be able to order again as the customer service just isnt there.. shame .. Kind Regards C.redden aka Kraigyb xx order #10501000217547
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- Julian Saul
- London, GB
- 2 Reviews
Excellent online store, very highly recommended, and returns are free, very easy and efficient.
I've so far bought 2 pairs of boots from this online company.
Quick delivery, items in perfect condition and packaged as expected, tracking them was easy via the delivery company.
The online photographs and available viewing options of your items are big, clear and accurately representative.
The returns process, if needed, is easy, free and very convenient.
The only downer is that, due to the delivery company that zalando.co.uk uses, you cant specify a delivery time , nor can you even at the very least arrange a narrower 'window of delivery' (say 3 hours as an example) for your package.
You have to literally stay in all day if you want to be there when it arrives.
Aside from this, I'd recommend them very highly.
