Review Insights · Google Play
Zalando - online fashion store
Zalando SE · 1,330,434 ratings · ★ 4.7
4.7
★★★★★
1,330,434 ratings
🎯 Build a better version
Top complaints - extracted from 46 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"zalando"
7 negative reviews mention this · 15% of all complaints
★★★★★ "none of the speedy deliveries I paid the speedy fee for recently, actually ensured a speedy delivery (in Belgium). but the worst thing: it is impossible to contact their customer care these days, with no options whatsoever via the app. zala…" - Alexandra M
2
"order"
5 negative reviews mention this · 11% of all complaints
★★★★★ "only issues with this app and orders. no clarity whatsoever, no compensation, they can be as late as they want. I would absolutely not recommend" - Sébastien Peeters
📋 All 46 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
only issues with this app and orders. no clarity whatsoever, no compensation, they can be as late as they want. I would absolutely not recommend
I bought 4 shorts, got them in 4 packages and need to return them in 4 different places, and also get 4 independent refunds. can I ask why would I bother buying next time from Zealando, if experience is like I bought it from 4 different independent shops?
Why can't I see the measurements of the model in the pictures anymore? I don't want to have to upload a picture of myself in order to figure out if the clothing will fit me. As a tall person, I need to know if clothing is long enough or not. I've been a power user of your app for years now but this will deter me from buying via Zalando.
tres Mal fait.servixe client inexistent.
It is genuinly stupid how they advertise getting rid of return labels then ask me to print a return label myself. What a big brain absolutely stupid move. They are actively trying to piss their customers off.
no independent lenguage selection but by domen only that most stupid option have I ever seen in international apllication.
I started using Zalando this year and I've made one order a month since, joined the Plus program and reached Star level. Everything was perfectly working, I was super satisfied, until suddenly my Plus page disappeared. I've tried anything, including uninstalling and reinstalling the app, but nothing seems to work. I was about to make my June order but now I'm upset and disappointed.
Bruker ekle KI bilder
the website is not working on the last version of Firefox it says that it is not supported and to update to the last version so very funny, this is probably to make us use the app ;).. for a few things monthly I can buy from anywhere else..
No way of contacting customer service and live chat not available on the app. Do better Zalando. Sort it out please.
Evri delivered the parcel elsewhere, I can't get it. they acknowledged this. but nothing happened. I never got anything and just lost my money ordering here. awful. oh and I did contact your customer service. very rude and no help. now need to contact bank and trading ombudsman
Neschopna aplikacia. Neviete zadat miery na stranke, nutia vas si instalovat tento spyware do mobilu, hanba!
can't use gift card to purchase some item
Service client peu réactif avant de comprendre le pourquoi du comment, obligation de payer en 3 fois sans frais pour certains articles et appli mal faite. Dernière commande que je passe avant de désinstaller l'appli.
selling weared shoes as new and it is damaged. You lost your customer in the first order. Wishing your business the worst in the present and future.
Sign in doesn't work.
Not even a category for underwear at all anywhere on the menu ? After leaving this review, the developer responded, "Nothing there ?"
Cannot register an account, and therefore cannot use the app. Every time I try to create an account with my Google account, I'm left with an infinite spiral. Useless
The new UI is terrible to navigate and use.
I placed an order web browser on my PC on the same account, on the next day checking info on my phone but app doesn't show any orders
Absolutely unfriendly design. Ordering, sorting. Categories are really strange. I just can't find what I need. Do you use randomizer to define categories of the clothes? Design of the app created with no understanding of UX principles. but beautiful, yep. And why can't I select the language different from the language of the country I am in? I'm in Spain, but I don't speak spanish.
For Barcelona they work exclusively with Seur which makes it impossible to receive your package
Can't change language to English if my country is Norway
The ai assistant is annoying as all hell. Can't get rid of it, always on the screen.
Very frustrating experience with the new return system. I requested a return through the app and was only given a QR code inside the app. The problem is, I have the app on my tablet, which is not convenient to bring when returning a parcel. I went to Føtex Havn PostNord and tried to return my package. I even had the tracking ID, but the staff told me they couldn’t process the return without scanning the QR code directly. I had to go all the way back home just to get my tablet. This system is
i live in finland and cant change the app language to English
bad support, terrible code.
I ordered Nike shoes in Norway. it looks they are just copy. They're fake. very expensive. Don't order. They are scammers.
Na Zalandu Hrvatska nema artikala koji imaju na Zalandu Njemačka, a na njemačkom se ne može naručiti slanje za Hrvatsku.
Seit der Einführung des AI Assistenten stürzt die App ständig ab. Das Ding nervt und lässt sich scheinbar nicht deaktivieren.
bad quality and materials
criminals! my wife was client until, they decided to ask for payment for one item three times,we paid twice and still we got a final warning for the same invoice which was PAID TWICE ALREADY. NOT recommended !
Zalando is great but the app is horrible as the language is tied to the delivery location which means an English speaking person cannot view the app in English if they live in the Czech Republic (for example)
no way to contact them to speak to a human being
Zalando, seriously, what is going on? I come here to buy jeans and a t-shirt, and I'm greeted with videos of some clowns jumping around doing household chores while wearing what looks like bin liners? Why must a retail fashion store copy all the Instagram, TikTok, Pinterest rubbish? Have things gotten that bad? Do you really need to rely on social media and the dark patterns that come with it to sell more clothes?
app keeps on crashing while i try to add item to my cart or when i click on anything screen turns black. after 30 mins i give up. i guess IT Guys are on vacation. well i will spend my money somewhere else.
this app is so difficult to navigate . It looks cluttered and cumbersome. The main view in the app is actually a mixture of some weird user generated content, stories, and thumbnails of products. It looks off and out of place. The use of fonts is also not UX-friendly. the app is gimmicky but hardly usable. finding and navigating through products is a real pain and mess.
none of the speedy deliveries I paid the speedy fee for recently, actually ensured a speedy delivery (in Belgium). but the worst thing: it is impossible to contact their customer care these days, with no options whatsoever via the app. zalando, you have lost me as a longstanding customer, app uninstalled and goodbye
the search screen and categories has gotten worse. To find running shoes I have to do guess work and pass at least 3 unnecessary screens. it was right there before.
when i search a brand i do not "want to explore the brand"...whatever this means
Grozna nagrada za plus članove. Besplatna dostava woltom. Kako se kompanije udružuju da nam uzimaju sve vise i vise novaca...jer nije dovoljno koliko vec kupujemo online. Za mene nikakava "nagrada" od vas, ali postoje i druge opcije kupovanja online, ne samo Zalando...
while scrolling the app gets stuck all of a sudden. It won't let me scroll further anymore.
Hvorfor bygge en app der ikke automatisk kan indlæse kreditkort fra Google Wallet. Jeg gætter på at alle i udvikling og ledelsen bruger iPhone og ikke kender til fejlen.
it was an ok app before but now the page were i should get recommendations looks like Instagram, tik Tok and Pinterest all together. it's incredibly difficult to find anything in all that clutter. so the only thing that works is i use the search by myself to find items. can you go back to the previous version? it wasn't perfect but way better. because of this clutter of everything i barely use the app anymore. buying and returning items works fine, but without a usable interface who buys?
why do we always have to delete something i litterly have almost nothing on my fhone and that small amount of apps i also have to delete and i dont like ittt😡
I live in Czech republic but can't change the app to be in English. I don't speak Czech too well so the choice to have the app in English would make it a 5 star experience. frustrating.
Sentiment summary
93%
Positive (4-5★)
2%
Neutral (3★)
5%
Negative (1-2★)