Zalora Group
Reviews and Complaints

My zaloro experience has been good ever since I started using their platform.. However, the latest unresolved issue I am going through right now is getting me fumingly mad...

As of august 22, 2023, my item is already at their courier's manila office and after 3 chats with their agents and 5 emails, they've been promising that they would prioritize my parcel.. Lo and behold, the 24-48 hrs. They promised was for nothing.. Up to this day, sept.6, my item is still stuck at the courier's office.. My item costs me 6k and already paid.. This is really a big lesson for me.. I will never again order from zalora.. I have spent so much on my past purchases with them and have not encountered any problem.. But lately their services suck big time. They shld be improving not deteriorating. Never again zalora and return the money I paid if u cant fulfill the delivery of the item!

Hai guys, I just need to said that why ur delivery date stated 22 to 24 before I pay e package on e 19/05/23, once I paid it n ur delivery send it early e next day on 20/05/23. Now on e 20/05/23 im not at home due im working till tomorrow night, so now ur delivery guy send my package and put it my riser outside my home n without photo taken, I ask if e photo taken but no reply. If this item I bought abt $2k u delivery also can put outside like that ur service to customer.

I ordered a par of Rag and Co clogs. Upon unboxing and trying them on, I felt something sharp sticking out on the face of the shoe. Upon closer look, it was one of the stud nail sticking out on the surface. I could have hurt myslef! Plus, the stud came off of the adjustment hole too. I have just put in an express return and I hope they do not charge me for it

I needed to exchange an item that I bought from the site and because I have a very busy schedule I chose a proposed drop off point (7-11) on their site that is near my place, the courier selected was ninjavan.

When I got there I was told that my tracking number is invalid, I called ninjavan & was told that that particular point does not accept returns, and there are only selected points designated for returns.

Because of this I have wasted several hours and now I have to travel far to another drop off point and delay a few more days.

Zalora site should not have indicated points that do not accept returns, as this is very confusing (their return instructions are confusing enough). Time to improve!

I purchased this bag on 12/5/2022 from online store. I used this luggage bag to travel to Pakistan. The quality is not up to my expectation with its reputation and price. The trolley handle got stuck after just one use.

I processed a refund through bank transfer, the refunds supposed to come january, i had multiple card errors; the first one: bdo because the card expired. I gave them a new card, it was a newly opened metrobank debit card it was just working fine with other transaction but for some reason it failed and their customer service cant tell me why and asked for a different. I asked my friends account and did it the 5th time on March 1st 2022 its 2 to 4 business days until today i did get my refund. Ive purchased through Zalora for many years now but did not expect this will happen as this is my first requesting a bank transfer refund. Utterly dissapointed with their incompetent customer service

The item was returned to seller on 30 Jan 2022, it's updated on Ninja Van tracking but not Zalora. I contacted their customer service and they said they are checking with seller. Why is the consumer bearing the cost in this case? It has been more than 1 week and i still haven't received my refund. I demand my hard earned money to be returned to me!

Brought a Superdry Top for my partner. Apparently there was visible crack line on it surface which than I requested for exchange and wrote in an email to get a QC check before sending back to minimise the back/fro exchange time so that I could have the item earlier. Instead of resolving the issue night mare begin..

Allister - customer support reply and sales taking this the product trademark for it brand, I'm like - what? We brought Superdry stuff from both retail and e-commerce and this was our very first time encounter such issue (attached for reference). And com'on this is a legit new piece not wear & tear used etc.

Next Hayley (another customer support) responded after my feedback and providing screenshot of the product item and zoom in the crack line and very unprofessional pushing the fault to the brand. No single apologetic or embarrassment of their action. Yucks! Horrible! Hence I decide to return instead of exchange which I ask if is possible to cancel the return… instead of responding and checking with customer!? Allister cancelled it?' Without bother to check - OMG! When I question Allister via email, he/ she than replied, because I requested? I needed to cancel the return and refund together with another item purchase since is of the same order. Yet I have to resubmit everything again while they can do it since it was their mistake but..🤦🏽‍♀️

They aren't sincere in-fact they are very sarcastic, they simply drop into their whole conclusion and resolve on their pace. Maybe some of you might had encounter it yourself. I hope some one of the higher management could look into our complaint and take action. Having great discount/ promotion don't always seem attractive if end of the day it will jeopardise the purchase situation and creating even more problem and hassle.

I want to complaint about my ongoing parcel! It took so long to deliver!NLPHST0012728062.
I ordered my item last dec 12 and until now i haven't received it!?

Order # [protected].

Also, i would like to report the agent I've talked to. She doesn't know how to respond correctly! She doesn't even know what is going on with my parcel! She is very dumb and not competitive enough to handle tje situTion!

I want you to take action this now!?
You have the very poosr and worst service ever!

It's my first ever purchased with Zalora and it's very disappointing. I am so stress making follow up to fast track the replacement using chat support none is exerting effort to do so. I even ask over chat if I will agree with just replacing the item, if they can assure me that I can have a quality check items, but they cant answered, A promised 150 cashback has been reflected. So I would say after the rider will pick up teh return item, I will never expect of having my money return. Zalora's experienced is so terrible. With this experienced, I would says, Zalora's items are fake.

I ordered an item yesterday and when I received my confirmation email, I found a discrepancy in the amount of my order and the amount deducted from my wallet/amount paid. If you look at the image I attached, you can see that the total amount of my order is only 899 pesos, VAT inclusive and with free shipping, but a total of 1049 pesos was deducted from my wallet.

I reached out to their customer service hoping to clarify the confusion and asking for assistance regarding the cancellation of my order because the site wasn't being truthful. Received a response 1 day later which did not help my case at all. Now I fear that the order will be sent before I can even receive any assistance with the cancellation of my order.

Already late delivery. Courier tracking shows parcel will be returned to sender without attempts made to deliver on designated address. Several follow up has made with the customer service but NO actions has been made. They keep om advising due to large volume of orders, but we made multiple orders at same address and received within 2days. Order has already been fully paid. Let us know if it will still be delivered if not i require refund.

I do shop at zalora few times and I find it quite fair. The price are good when they are having big sale plus cashback.

On november during 11.11 I bought 4pcs of calvin klein product as that time they are having this promo : buy 2 40% and buy 4 50%.

Apparently one of the item come with Hong Kong Price Tag and its still attached with the sensor tag.

So I did live chat and sent email to zalora support for help.

Initially the support just simply suggest me to return the item and they will process the refund but why would I need a refund when I like the item that I bought so I am asking another solution.

I finally manage to get a reply from the other support team (allister his name is) saying that he will arrange a pick up and remove the tag to return to me the next day.

But 3 days after waiting instead of getting the certainty of my item the only answer they gave is to wait as they are checking.

After pushing them, I finally get the bad news saying item now is in defect condition and they are offering the refund.

This is how all the drama begin.
Imagine how disappointing the customer when they are already trusting their good item to some more and it came back in damage condition but what worst is the item is not even come back!

So here is the story:
the support who handle the arrangement for pick up (allister) seems to disappear and the another support come to assist. This additional support named nadiah is even worst and confused the customer for unnecessary question about ticket number.
Well I still reply her and tell her to not confuse me and let me know abt my item. and finally this Rosdy come in picture and inform me the bad news.

1. Item is damaged when they are removing the sensor tag.
What are they actually doing? Come one zalora is such a big group and you are damaging a clothes when you removing the sensor tag?
Are you an amateur who is removing sensor tag by learning it from Youtube?
If I know that's what they gonna do I might go to the outlet and get the sensor removed myself

2. They offer refund
As I told them earlier if I want a refund I already did it from beginning what would I bother my self to wait for the pick up arrangement and waiting for this bad news

3. The insincere apology from support
They are acting apologise but it's absolutely not sincere. As customer I felt it is just formality.
They dare to promise customer without really following up is what we call irresponsible act.

This is not about the money they refund. But this is more like they are seems not responsible enough.
Don't call them self customer support when they dont support what customer need
And I feel terribly disappointed

I used to spend a lot at zalora when having sales and they're having excellent service such as fast response to customer inquiries, foc delivery and flexibility in solving customers' problems. But now they had changed, no longer flexible like how they did previously.

I made n order on 2nd october as they're having 50% cashback promo, means if you paying rm50, you will have rm25 cashback once you receive and confirm the order. I requested to change for other size and color due to it wasn't good on me. And after they sending out the exchange order, I realised that i'm not able to see the cashback in my profile. Hence I contact zalora customer service team via live chat, the agent was good to attend me but too bad she/he was not able to escalate my request to relevant party. The agent told me that i'm not able to see the cashback due to I submitted exchange for the order and this t&c was clearly stated at their website. I then asked is exchange order doesn't consider as revenue? If it is revenue to your company then why are you removing consumer's cashback? This is a trick to earn more money from the consumer.

I will tell peoples around me about the bad experience at zalora malaysia

Purchase order #295127336 (2nd october 2020)
Exchange order #545945336 (3rd october 2020)

Order made on 4.9.2020, order nunber [protected], however, i've waited for a month but didn't get my item. Email has sent to zalora team, got their apologies and ask to wait and wait, but didn't get solution. Now I just wish to get refundation. I have purchased number of clothes in zalora but never encountered this problem. Will never purchase again until your team take some action. Please take it seriously. We have consumer right to ask for refund since didn't get the item.

I have not receive my order till today which is 5th of August 2020. All this while Zalora have doing great delivery which the time taken is very fast. But when I track my order it shown that order was delivered on Monday which was 3rd of August 2020. There was someone at home but no one had come to deliver. I need Zalora to assist me on this. Thank You.

Zalora is really slacking in its service lately. I've been a customer for years and I applaud their service back then. But now it is just dismal. Disappointing. I ordered a pair of shoes which came in the wrong size and I returned but came in the same wrong size again. They then suggested a refund. While waiting for it, I received another email saying my shoes are on the way. Again? Then they said it was a mistake and now I have to wait longer for a refund. I also ordered 2 bracelets. Only one arrived. And the other apparently went "missing". This has been 3 weeks. Way past their promised delivery date. Waiting for their email takes a long time, chat and messenger is non-existent. Nobody replies. And when they do it's days after. Zalora, I want my refund now. And stop giving standard replies.

Good day!

I just would like to express my dis. appointment with the delivery period of ZALORA. I ordered powerbank last January 8 of this year bound to iloilo and it's already January 28 and the item was not yet delivered.

It was seen in the delivery update that the package is at status delivery picked up since January 8 (4 am) and up until now no update.

It seems that there were problems with your delivery hub.

Furthermore, these transactions was already paid thru GCash beforehand.

Looking forward of your propmt action on this matter. I'm waiting a feedback from you.

Thanks

I ordered the package last week of november this year, and i received a message coming from entrego that they are about to deliver the parcel on december 7, but to no avail. I waited for several days for the reschedule of delivery but nobody attempted to do so. Here's my order tracking number in zalora [protected]. I gave a call on december 15 to the first rider of entrego who sent me a message that he was about to deliver the parcel, but he told me that since i was not around so he decided to consider some of 70 parcels to be delivered and my parcel was handed over to the sorter of entrego legazpi city. I was so disappointed because the moment i track my order in entrego it was mentioned there that the parcel is to be returned to sender and that they have 3 delivery attempts... nobody and no one attempted to deliver the package to my address. Kindly give an action to this please, i've been waiting for the package for several weeks already. Thank you