Review Insights · App Store
Zalando - Online fashion
Zalando SE · 10,137 ratings · ★ 4.8
4.8
★★★★★
10,137 ratings
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Top complaints - extracted from 25 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
"language"
6 negative reviews mention this · 24% of all complaints
★★★★★ "App language. For Hungary address, no english language" - Dissatisfied customer_a
2
"zalando"
6 negative reviews mention this · 24% of all complaints
★★★★★ "Failed Amazon copycat. They tried doing the Euro Amazon of sorts but without “client is always right” approach. Turned out more like a Soviet-style Amazon. At Zalando as a client you are always in the wrong." - DHM091983
3
"country"
5 negative reviews mention this · 20% of all complaints
★★★★★ "English. Not convinced. Messy distribution and I don’t understand why I get a large list of unavailable products when I search for something, it’s really annoying and a waste of time! And why can’t I change the language and simply have it in English…" - vcmacmania
4
"customer"
4 negative reviews mention this · 16% of all complaints
★★★★★ "Returns designed to rip you off. Customer service, the policies or the shipping companies - something will ALWAYS get between you and your refund. I think these people are criminals." - the amazing rdf
5
"change"
4 negative reviews mention this · 16% of all complaints
★★★★★ "English. Not convinced. Messy distribution and I don’t understand why I get a large list of unavailable products when I search for something, it’s really annoying and a waste of time! And why can’t I change the language and simply have it in English…" - vcmacmania
6
"without"
4 negative reviews mention this · 16% of all complaints
★★★★★ "Failed Amazon copycat. They tried doing the Euro Amazon of sorts but without “client is always right” approach. Turned out more like a Soviet-style Amazon. At Zalando as a client you are always in the wrong." - DHM091983
7
"been"
4 negative reviews mention this · 16% of all complaints
★★★★★ "LANGUAGE CHANGE. I may be in Finland but I may not know Finnish please allow language selection seperate from country selection. Similar comments have been written by other people 2 years ago. It shouldn't be so complex to solve this. Otherwise yeah all g…" - Ebebebeb1234
8
"english"
3 negative reviews mention this · 12% of all complaints
★★★★★ "App language. For Hungary address, no english language" - Dissatisfied customer_a
9
"returns"
3 negative reviews mention this · 12% of all complaints
★★★★★ "Returns designed to rip you off. Customer service, the policies or the shipping companies - something will ALWAYS get between you and your refund. I think these people are criminals." - the amazing rdf
10
"service"
3 negative reviews mention this · 12% of all complaints
★★★★★ "Returns designed to rip you off. Customer service, the policies or the shipping companies - something will ALWAYS get between you and your refund. I think these people are criminals." - the amazing rdf
11
"something"
3 negative reviews mention this · 12% of all complaints
★★★★★ "Returns designed to rip you off. Customer service, the policies or the shipping companies - something will ALWAYS get between you and your refund. I think these people are criminals." - the amazing rdf
12
"refund"
3 negative reviews mention this · 12% of all complaints
★★★★★ "Returns designed to rip you off. Customer service, the policies or the shipping companies - something will ALWAYS get between you and your refund. I think these people are criminals." - the amazing rdf
📋 All 25 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").
App language
For Hungary address, no english language
Returns designed to rip you off
Customer service, the policies or the shipping companies - something will ALWAYS get between you and your refund. I think these people are criminals.
English
Not convinced. Messy distribution and I don’t understand why I get a large list of unavailable products when I search for something, it’s really annoying and a waste of time! And why can’t I change the language and simply have it in English? I live abroad and the country I live in is not a language I speak fluently yet, English should be available in any country, it would make life and shopping easier
language in the app
Europe is home to many different nationalities, but the program doesn't allow language changes by default-it's locked into the official language of the destination country, which is unfair to migrants who don't speak that language. You can't even select international English-only reviews translated into English are available.
ZZalando
Zalando
Terrible
Very bad app
Horrible
À chaque fois que je commande un pantalon en taille 42 sur le site on m envoie toujours un taille 40. Le comble c est que je ne peux pas renvoyer le colis car je ne vie pas en France et que la poste n envoi pas en France. Je suis juste dégoûté
INCOMPETENZA E MALEDUCAZIONE
Ho provato a fare il primo ordine, avevo problemi ad inserire i dati della mia carta di Credito, ho richiesto di chattare con un agente, il primo di nome Xhaims Veshtaj non ha capito il problema e mi ha dato soluzioni che non servivano, perciò ha semplicemente chiuso la chat, la seconda di nome Elsa ugualmente non ha capito il problema e mi ha ADDIRITTURA BLOCCATO nella chat con loro, perciò adesso non posso comprare o comunicare con loro!! Questo è il trattamento che Zalando riserva ai suoi clienti!! State attenti che al primo problema vi tocca anche a voi!! INCOMPETENTI E MALEDUCATI
The app is ok
The seller itself though….must be the worst customer service in existence. First they send me the wrong size, then they do not answer the email request. I will never order from them again. Check out the reviews on Trustpilot too and be warned.
Problematic login and access to the account
After installing the Zalando app, I tried logging in and received the verification code two hours late - even though the code was valid for only 10 minutes. Since then, I haven't been able to log in to my account at all. Contacting customer support led to a disappointing response: "Unfortunately, there's nothing we can do to unlock the account." I no longer have access to my orders or account details, and it was all working fine until I installed the app. Customer service is unwilling to assist, and now I'm locked out without a solution. Extremely disappointed.
Shipping does not work
Use the app’s Pick up Point selector, several orders and shipments have been returned with “return to sender”, Zalando will not resolve this- several items have run out of stock and discounts have ended, and the same thing has happened again with new orders. Not able to receive orders and not able to receive any sort of positive support besides delayed returns (10-14 days for processing?)
Langue
PS possible de changer la langue de allemande à française
Nightmare signing in
Every time it states error and they are working on it. Lost my business!! Went to YOOX instead!
Can’t change language without changing country
App claims to come in 20 languages but comes in 20 countries. Not the same. Easier to use chrome where I can translate. Deleted.
Add on Georgian App Store
Add on Georgian App Store
Gutschein
App ist gut. aber Gutschein ist mega kompliziert . ich wurde niemals kaufen!
shoenen
Zolang het Nike-schoenen zijn, is het niet op voorraad
Terrible with returns
I’ve had several instances where my refund wasn’t completed due to “me not returning “ something. Not true, including some inexpensive things, like dvf dresses. 😢😢 easy return process, but not always honest
Still owe me 90eur refund
Use at your own risk.
I returned a pair of shoes. They contact me saying they received a pair of shoes that I never ordered. It's a new pair, women's shoes, for which they give me their article code too. I say I never sent those shoes, please check that you received my pair of shoes. They say nope, we received from you a pair of shoes that you never ordered (btw more expensive than mine), so we can't refund you, happy to have you as a customer, have a nice day.
So after spending 250eur with them on multiple orders, they basically claim that I returned a more expensive, brand new pair of shoes that I never ordered. Never for a second they suspect that in a warehouse that handles thousands of articles daily there could have been a mix up.
I returned a pair of shoes. They contact me saying they received a pair of shoes that I never ordered. It's a new pair, women's shoes, for which they give me their article code too. I say I never sent those shoes, please check that you received my pair of shoes. They say nope, we received from you a pair of shoes that you never ordered (btw more expensive than mine), so we can't refund you, happy to have you as a customer, have a nice day.
So after spending 250eur with them on multiple orders, they basically claim that I returned a more expensive, brand new pair of shoes that I never ordered. Never for a second they suspect that in a warehouse that handles thousands of articles daily there could have been a mix up.
Mise à jour défectueuse
Depuis la mise à jour l’application beug beaucoup
Sell Box issue
I previously used the app to sell gently used items to Zalando through their Sell Bix program. I just did another clean out of ny clothing ans wanted to create a new box but there is NO BUTTON to add items to the app and into your box. PLEASE FIX THIS ISSUE. This feature is completely useless at the moment with no button available to add items to your box.
Please fix asap, thank you!!!
Please fix asap, thank you!!!
Cant change the language
You can’t change the language without changing the country. Impossible to shop if you aren’t fluent in the language of the country you reside.
Really bad
It would not let me do anything it just kept asking fir me to refresh and i did and stilk did not work i turn and turned off my phone and well nothing so u can try it for urself
Failed Amazon copycat
They tried doing the Euro Amazon of sorts but without “client is always right” approach. Turned out more like a Soviet-style Amazon. At Zalando as a client you are always in the wrong.
LANGUAGE CHANGE
I may be in Finland but I may not know Finnish please allow language selection seperate from country selection. Similar comments have been written by other people 2 years ago. It shouldn't be so complex to solve this.
Otherwise yeah all good but this is very annoying. I either have to use desktop and use page translation or when I am at mobile I have to take screenshots and translate pages
Otherwise yeah all good but this is very annoying. I either have to use desktop and use page translation or when I am at mobile I have to take screenshots and translate pages
Sentiment summary
96%
Positive (4-5★)
2%
Neutral (3★)
2%
Negative (1-2★)