Liars / dishonest - Have proof.
I ordered at Carlo Culucci jumper in the sale and unfortunately it didn't fit, by the time it arrived the size I needed was out of stock and it also went up in price, so I went to zalandos on line chat straight away and asked if I can get the same price I paid for the item originally when it is back in stock in the size that fits, the guys chat name name was barlaan and he said "no worries at all once it's back in stock pay for the item and once the order has been done we will refund the difference" so I can get it at the original sale price as agreed before I ordered it the second time, since ordering it they will not uphold what there service staff member barlaan said they will do and used excuses like time periods etc that was never mentioned by barlaan, the chat was saved and I also had screen shots of this conversation but they still would not honor it ( bear in mine this is all within a month) the second jumper does not fit still so I have had to send that back for a full refund anyways ( large is more like a medium, XL is like a large etc)
So because of all this I will never use zalando again and will 100 percent read reviews first as this company have too many poor reviews so I could of saved myself this hassle, in a way it's ok cos I had many items in the basket ready for January sales but now I purchased them else where and even got some items cheaper than zalandos so called deals.

Shop else where, Zalandos do have good deals if you catch them at the right time as the prices are up and down like a yo yo but the small amount you save is worth spending ( we are only taking a couple £ at a time) for the better service else where and as mentioned it will 100% cheaper else where if you look I like I did…I only looked cos of zolandos poor customer service regards the jumper so thank you as you have saved me money and hassle shopping with you again

There is still no signs of my order ************** and no update from Hermes?! Enough is enough! You can send another pair URGENTLY please.
We have waited and wasted the last 48 hours on top of previous 4 days of waiting for the supposedly lost driver to do his next day delivery? Expecting a delivery THAT HAS CLEARLY BEEN STOLEN by Hermes staff!

I wasn't surprised by the lack of professionalism from Hermes, as per usual, this is only another out of time frame delivery, but, I was expecting much better aftercare services from Zalando. YOU HAVE HAD MY PAYMENT FOR OVER 10 DAYS NOW and still showing no signs of urgency?! Not initiated contacted me in one single occasion?! You have my contact details, why am I not getting updated?

No option to escalate my enquiry either as staff said we don't transfer calls to managers... I am fed up and feel like I have been scammed!

PS: definitely not on the right track to make our world a better place by treating customers with this much disregard and disrespect! You should focus on customer support and also change courier!

The customers are not always right! But you are not even trying!?

Many Thanks for such a waste of time and money

As you can tell by my review, I have had enough of all this pucking bullock between Zalando and schitty hermes delivery company! There surely is a way to get through to someone who gives a puck to solve this cluster puck of a display you and hermes have been conducting!? Pucking put me in charge and with Hermes gone, all of this would have been avoided...

This wasn't even your fault to start with! You send the order within 24h of me placing the order and now getting a bad name by association with useless funts! (And now showing your true colours through their lack of commitment)

Feel free to call me on 017** *** *** or 077** *** *** (preferably landlines as network coverage is not great in our area.)

Regards

I have purchased from Zalando twice now. My initial purchase was slow taking seven working days to reach me.

My second order, really show the quality of the online retailer. Whilst their prices are competitive and based on my first order the merchandise is of reasonable quality The same can not be said for their service and customer service.

In relation to my second order I believe that I have been told lies. To what end, I do not know as I would have been more understanding if I had been told the truth.

I placed my order on the 26th January. I received an email from Zalando on the 28th advising my order had been shipped and would arrive between 2 - 4 working days. When had still not arrive on the 3rd February. I contacted Zalando customer service by their chat help. As it was 17:20 they had a fair point that the working day had not yet concluded, although I have never received a USP parcel after 16:00.

They provided me a link as the tracking button on my order page was broken and brought up an error message. Following the link to UPS's tracking site, it showed a label had been created on the 29th Jan. I used text help again on the 4th and with UPS tracking still showing label printed in Germany and shipped - delivery both blank, I was concerned.

The customer advisor on text chat told me that the delay was due to Brexit and she would contact UPS and email me. Midday on the 5th with no change to the UPS tracking and no email from Zalando. I called customer service, a rather curt woman with a Dutch accent, told me that her colleague had emailed UPS but had not received a response. Having contacted UPS UK earlier that day, they were not able to give me specifics about the package, as I am not their customer. They did tell me that the term label printed usually means that they are still waiting to receive the parcel from their customer.

I challenged the customer advisor with the information from UPS and why would Brexit stop you giving or having UPS collect the my order? She got quite aggressive, probably being found out in the lie. She said I would have to wait for the email, which would update me on the situation.

Over three hours later on the 5th, I did receive an email. I responded that as the item had not yet left, please cancel my order and provide full refund (in truth I still wanted my order but willing to cut off my nose to spite my face, as I object to being lied to). Late on the 5th my refund request was rejected, the reason given was another lie. I will copy the email texts below.

The UPS tracking page still shows that my parcel has not been shipped so will likely not arrive within the few days stated on the email (working days or not). Also if UPS have still not received it (and I checked with UPS again they do update their systems on Saturdays, if there has been a change). The response to my refund, as they have not yet passed the package to UPS, why do I have to wait for UPS to deliver it? As they still have the item, surely they can cancel the order!

Of course there maybe a reasonable explanation why the information they are giving me does not tally with the info from UPS. In which case I apologise for branding them liars. However as the emails show they have not provided any detail other than to blame Brexit. I am very curious why Brexit would delay a German warehouse/stock centre from giving UPS Germany the parcel.

Hi Daren,

Thanks for getting in touch.

Due to Brexit your order has been dispatched with delay; we apologize for the inconvenience. We are shipping all the order as soon as possible and will be out for deliver in few working days.

The tracking will show movements once scanned by the courier.

If there are any problem, please do not hesitate to contact us.

We apologize for the delay.

If there is anything else I can help you with then just let me know.

Have a great week!

User-added image

Marcelo Rodrigues

Hi Daren,

Thanks for getting in touch.

Unfortunately, I am not able to cancel the order and refund you. We need to wait for UPS to deliver it.

If there is anything else I can help you with then just let me know.

Have a great evening!

Angelica Urban

Fantastic product and delivery was very quick.

My son is very happy with his new trainers