Do not use Zalando

[Nolosomi]

They are not refunding customers for returned goods, items are not arriving and they refuse to refund or the wrong item arrives.

They are refusing to refund me for almost £100 saying I’ve sent back different items, which I haven’t. I can’t get my money back! They used to be reputable so i didn’t hesitate to buy from them until this but having looked on Trustpilot there are loads of people with the same issues.

I’m going to contact Citizens Advice tomorrow but it’s all been so stressful, I can’t afford to lose £100!

Bump

How did you pay? Have you tried asking your bank for a chargeback? Or if you paid via PayPal (I always do when I have the option, for this reason) go via them?

@MandyMotherOfBrian I paid with PayPal credit, and they have said they will only help if the item didn’t arrive to me or is not as described :(

Each time I email Zalando I am dealing with a new person… I phoned them and they just say they can’t find my returned items. They sent me an email with a photo of some trousers I’ve never seen before saying they are what I returned!

If it wasn’t for all the other similarly horrendous reviews on Trustpilot I would think it’s a glitch but they are clearly trying to scam many other people.

Report to trading standards

I will contact Trading Standards also, thanks

That’s a shame, I’ve always found them pretty good.

I've always found Zalando very reliable. Never had a problem with returns or refunds.

Me too, but it seems they are running into problems or financial difficulties and loads of people are losing their money. I would advise not shopping there …. I’m trying very hard to get my money back but it’s nigh impossible. I just emailed the CEO in hope…

uk.trustpilot.com/review/www.zalando.co.uk

uk.trustpilot.com/review/zalando.dk

No one can afford to lose money especially at the moment.

Oh dear
I have found them excellent before but haven't used them for about 6 months.
thanks for flagging it.

I did a big shop about 6 months ago because I figured everything would increase in price and most of my stuff is from there, good selection and range of colours. Hope they are okay, they must be a big employer.

Wow. I’ve never had any issues but it’s probably been 6 months since I last ordered from them. Will avoid!

I had the same problem. Do you have proof of postage? I kept emailing it on a daily basis and eventually they asked me to sign a legal declaration (to confirm what was returned). I doubt this was legally enforceable but it was the first time I had had a reaponse from them. A day later my refund was confirmed. It took a month in total. I was anxious, as like you, had read the awful reviews and thought I'd never get a refund. Good luck

I wonder if the proof of postage has the weight of the package on? And if you could prove the items weighed that amount? Tenuous maybe but might be worth a try if they’re trying to flog you off with random items.

*fob you off

Thanks all. The only proof of postage I have from them is email confirmation that the parcel was taken to return point. No weight. The tracking number on the label I got from them doesn’t work on the tracking site. I’ve written to Citizens Advice & emailed the CEO on LinkedIn!

Bump! Please take note & do not use this company!

Bump.STILL waiting for my refund.

Hi, did you manage to get your refund in the end? I was shocked to receive not only the wrong item, but one that looked like a cheap knock off. I am so angry!! Will never shop from them again, but definitely want by £180 back

Ordered from them lots of times and always had great service. However, in approx Nov, I sent part of a large order back and they said they hadn’t received it. They advised I had sent back another shops items.
I phoned and emailed about twice a day and did get all of my money back. Every email I went over exactly what happened etc but I think it was ringing, and speaking to customer service helped. Good luck.

Sorry didn’t realise this was an old thread.

@Londoncatshed no worries! I did eventually get my money back but it was horribly stressful. I had to go via PayPal but had to lie about the reason as PayPal don’t refund for lost returns. I would advise everyone to avoid them and read the Trustpilot reviews!!

@Nolosomi good to hear you were successful in getting your money back. The stress of chasing money is not want any of us need, particularly just before Christmas. Such a shame, as was such a convenient one stop store previously.

@Londoncatshed thank you. I’m glad you were successful too.

Same happened to me. I sent back a north face coat for £250, they received it but just point blank refuse to refund me. They said the item wasn’t in the package and now ignore all of my correspondence. Citizens advise told me they’re in breach of contract but they ignore me and so do the CEOs. They must be going bust. If anyone has issues with this company please do the below

1. Report them to your bank and ask what options are available to retrieve your money.
2. Report them to Citizens advise who will explain what to do next.
3. Report them to Trading Standards
4. File a report to Action Fraud
5. Share your experience everywhere you can online

@Harvey1414 did you get your money back? I did in the end via PayPal but had to say it was item not as described, so lie basically!! I spammed their Instagram, LinkedIn with comments about my issue and the dreadful Trustpilot reviews…

Absolutely dreadful company, literally stealing from customers!

I had a similar issue with uniqlo and like a PPni emailed every day and then started commenting the same post explaining what happened on every single one of their social media posts (told them in the emails I would be doing this) - they quickly gave in and refunded me after this!