Zalora Group
Reviews and Complaints

Hi. I bought a pair of Reebok Royal CMPLT CLN in size 38 (order no.: [protected]) before the 11/11 sale and post it the next day for an exchange of size 38.5 bc I felt I slight small. I waited for 3 days and got refunded (Order no.: [protected]) even though in my wishlist, it was listed "1 item left" but the page was not found while size 38 was sold out. 5 days later, I was playing with my wishlist and size 38.5 can be bought BUT it gone up from $66.90 to it's usual price of $89.00. Why? I bought it anyways bc I really want the shoe(order no.: [protected]) . I had to pay $17 extra. This is so unfair. Because of your screwed up system and/or sale, y'all anyhow refund me like nothing happened... And the worst and even more unfair part, I tried size 38.5, and now it feels looser and have to exchange to size 38 which miraculously isn't sold out now (luckily!)!

Please tell me that it's possible for you to refund me that unfair $17 I paid.

Also, a suggestion: Having an option to mail the item(s) back to the buyers or refund if said item(s) are sold out by the time it reaches your place for Processing.

I really hope you could help me and I hope my suggestion is helpful for you and your customers. I love shopping on Zalora, you're my go-to for whenever I need new clothes but this was my first bad experience and I hope we could both help each other in this for better experiences. :)

I have been with Zalora for years, the level of trust on their immediate delivery service is there.
I've used the express delivery service for an important occasion.
However, it failed to commit the next day delivery service

I did not receive any call nor sms on the expected day of delivery, the only thing that I've received by the end of the day was— we have missed you to pick up parcel.

Ridiculously the customer service of Ninja Van did not allow me to pick the parcel up from the hub by my own also.

There is no problem solving on getting the parcel on time, But just telling me what's their limitation on problem solving

Sorry Zalora, but the trust is broken. Certain level of understanding you might want to have in order to retain your customer base

I stop using Zalora years ago because they wrongly sent my order. And I give them the 2nd chance this year by ordering several accessories. Then they give me 30% discount with no minimum order so I spend some hundreds. While Some orders I received using Ninja Van and some using Gdex and Gdex so far is worst! I wish I can pick and choose courier company during check out so I will not experience bad delivery service everytime they use Gdex. Please stop using Gdex in Johor or I just have to stop shopping using zalora. You have to compete with other platforms which serves better with higher scores and rates.

I would like to voice out a complaint regarding my recent order. I ordered a pair of high pump heels from the ZALORA brand and at first, the transaction went smoothly. The first delivery was not successful since my boyfriend was not at the area. After speaking to the delivery service, they agreed to meet another time however, the delivery never arrived. I looked at the app and the status of my order was now ‘rejected'. I'm extremely dismayed by this since I needed the shoes for an upcoming important event. Please improve on your delivery service. This is the first time this has happened and hopefully the last.

Please see my orders [protected], [protected]. Entrego failed to deliver my orders twice now. I do not know why. I have been Zalora customer for a long time and this is the first time I did not receive my orders. They don't even call me if they can't find my address ( what the use of providing contact number). Please please need an action on these. Call me at [protected] or [protected]. Thank you.

27/9 - Made my order (#[protected])
1/10 / 8:56 am - Send an email to CS regarding no updates from Zalora in my apps. Usually not like this.
1/10 / 11:10 am - Received the reply (804816) stated that my order is ready and waiting for Ninja Van to pick it up.
1/10 / 13:02 pm - Received an email that my order has been shipped together with the tracking number.
I try to track but it appear as invalid or expired tracking number. I think that maybe something wrong so i just wait and try until this morning. The same thing happened.
3/10 / 10:01 am - i sent an email to ask why they give me the false tracking number with an attachment as a prove.
3/10 / 12:28 pm - Received an email from Afnaim Karim said that my order delayed and waiting to be shipped out by the seller.
3/10 / 12:42 pm - I reply and ask what happened wth the info before told me that my order has been shipped out? Why they gave to me the false info and false tracking number? Did they know about integrity?
3/10 / 12/42 pm - They sent back my queries above wth the button below the email. What it's mean? Cannot answer? It's rude! Very rude.!

Please investigate this. I have my patience for waiting my order but i they push me beyond the limit when they simply give me the wrong information and invalid tracking number just to close the complaint? Come on Zalora.. It's about Integrity in the business..

I have never facing this situation wth Zalora, all good before but not this time.. i really disappointed with this kind of service.

Regards,
Farehan Suwardi
[protected]@gmail.com

Hi, just this morning i received SMS from Zalora stated as below;
"Hi Nanfel Ian! Your order [protected] with tracking# 0018-[protected]-4253 has been shipped. Head over to www.zalora.ph/customer/order to track the package."

First I did not ordered anything to Zalora nor transact something on them.
Second my name is NOT NAFEL IAN!

I think someone is doing fruadalent act.

Please do immediate checking on this one.

Thank you.

The bag I ordered is very disappointing especially for a product with a name. Its damaged! And i did not received a NT400 change. I prepared NT4024 since it is COD, but not change was given to me. My total order was NT3624. Goods must be check first before sending to the customer because we trust that you will not send a damaged goods. The bag looks old and used!

Bought a Playboy bag but only able to use for 2 months, what a [censored] quality and Zalora told me their 30 days term of refund. What a joke if a bag that I carry to work only able to use for such a short period. This was my first purchase on Zalora and it will be the last as well coz they not even do more customer caring but only keep using the standard SOP to push the problems a side. Boycott Zalora!

I would like to file for a complaint on my order for Nike Back Pack. I purcahsed the item last august 8, 2019 and i received a notification that it will be delivered the next day which is august 9, unfortunately upon my follow up with entrego they said that their scheduled delivery on august 9 will be postponed due to weather condition. Actually this is not my first time to purchase at Zalora it was just so dissappointing that after several purchases this was the first time i encountered too delayed delivery. I called up entrego since monday as no one is answering during weekends, only last monday that i contacted and talked to someone at entrego his name is eric saying it will be delivered on august 13, 2019 same as with my request since we do not have office in weekends plus it is holiday last monday august 12. Again, the whole day of august 13 passed and there is no any delivery or notification happened. I called up again entrego with the 3 different person - juniel, aicel, i forgot the other name then they said they do not have control with the delivery hub. Wow! How could they help customers with that response? So disgusting. After 3 attempts at entrego i called up zalora then a girl responded and said no worries ma'am ur package wil be delivered within the day as she will only be sending an email at entrego. Well again and again nothing happened the wholeday.

Can you please attend to your customer's propely. I paid for that item and yet there is no assuarance that it will still be delivered? What kind of service is that? I paid in full for that item. If nothing will happen to this complaint i will file it at DTI. No one is attending to mu concern from entrego and even at zalora.

Is this joke? Delivery now a days is getting worst like yesterday i recieved a message around 7.34am without a call from delivery how would i know where they are then i would receieved a message that unsuccessful delivery around 6.31pm. Then a call customer service of entrego the delivery told i was not there.And sadly it happens 4 times attempt and always situation like this?

Order number : [protected]
I returned an item that I bought in zalora and I requested it to be refunded in cebuana. Why is it in a wallet credit? I want my money back your products services are not worth my money! Why does it need to be apportioned to wallet credit and bank transfer? Dont make a fool out of us! 0we are good payers. Give me what I ought to have. I want my money back. Give me back my money!

I ordered a Herschel bag (Barlow Large Trail Backpack)worth 4, 770 and a Herschel Wallet (Roy RFID) worth 1, 790 last November 12, 2018. The shipping will take around 1 to 3 days for NCR and so I waited. Unfortunately, up to this date, I haven't received any Bag or Wallet. The status as per your Zalora application is still saying "Order Receiving" which is the same since the day I ordered my items. Please kindly resolve this as I need my orders asap! My order number [protected]. Will wait for your favorable response.

My name is ralph gregor fabre, i havent recieve my order, the powebank. Order number [protected]. I'ts been 3 weeks now! I called your hotline everyday for a week now, every representative tha i spoke with said that they will give me a feedback within 24 to 48 hours, but that didnt happen. They dont know where the item is because you guys are noy coordinated tmwith your seller and shipper, you guys are incompetent, unreliable and scammer! The items were already paid thru debit, you also did not replace the discount code that was already expired! I'll make sure that this will be escalated thru all government sites possible! I will also post everything thru social media and even ask for help from the Tulfo brothers! Mga manloloko kayo! Scammer!

I have been a client of Zalora for years now. I want the company to know that the department that handles delivery is not properly managed. I specifically put 4-5 pm delivery time in the registration form for the simple reason that there will not be anybody receiving the item. In spite of this the delivery personnel (rider) insists on passing by my house in the morning or at lunch. Even though they send me an SMS to inform me of the delivery, I tell them to pass by in the afternoon.
I am complaining about delivery rider BERNARD GENERAO who delivered a package yesterday, October 17. He is rude and impolite. He does not communicate with the client decently. He does not do his work properly. He insists on delivering my package in the morning even though I tell him his effort will be futile. I feel that this rider wants to finish his delivery rounds so he can retire from his work early in the day. This kind of employees destroy the name of a company. Please investigate, reprimand and demote Mr. Generao.
On the other hand, I want to recommend rider BENJIE NACARIO who is dedicated to his job. He goes beyond the call of his duty to serve the customers properly. Congratulations to Mr. Nacario for a job well done! You are an employee your company should be proud of and should promote. I hope this complaint/comment reaches the proper authorities for immediate action. Thank you.

I placed an order over a month and a half ago and on there website it is still showing order processing.

I have contacted them by email multiple times they lied to me saying it would be shipping in 1-2 days on september 25th...it is still processing on october 15th...

Also there website states that once the order is shipped it can take up to 3 weeks to arrive.

So there for it will take over 3 months to get my leggings. This is ridiculous.

DONT EVER ORDER FROM THIS WEBSITE!

Hi Zalora good morning! Few weeks before raya, I've bought one of the something borrowed sling bag (Maroon). I believe the item still in the zalora page but in cream color(SKU number: 54753AC0F1B7D2GS). I have been wearing that sling bag during raya, but the problem is, one of the screw on the bag (lock area) have been missing because the screw is loose since i bought it. Can I have a solution where can I get the missing screw? I just wore the bag fornot so long and now I can't used it :( Help me to get a solution. Thank you. Below is the link for bag https://www.zalora.com.my/something-borrowed-textured-sling-bag-beige-1337733.html?last_csa=justforyou_page_women.

"30 days return" is on every page of Zalora, and when I ordered several sets of swimsuit, I expected the "30 days return" was also applied on the items. And throughout the procedure of payment I never saw any words about non refundable. However, when I tried to return few of them I found they are non refundable. And the customer service officer of zalora replied me that the review page showed the word about non refundable. The thing I would like to point out is that I had the responsibility to check clearly about the policies, however this totally misled me as the review page was the only page showing non refundable, while in the "bag" page or the confirmation email sent, nothing about "non refundable" was shown. And now I am not able to complete the return procedure. This shopping experience was really bad and disappointed me a lot.

It said in the app it have been sent but im not receiving the stuff that i bought cant complain to the seller cause there isn't any way to complain about it, honestly i love zalora a lot of very good stuff, i bought a lot of stuff here but this one i can't stand anymore, first i have issue with the payment method for direct confirmation it wont confirmed my payment for three days, then im not receiving the stuff that i bought even though in the app it have been sent, third i can't track my stuff and yeah please fix it

It wouldn't hurt to put " can be returned to all my news centers" after im done filling up the form. You guys used to use Mailbox to return stuff but I wasnt inform that I cannot use their services anymore to return my package so I when all the way to pos laju that is quite a distances just to sent it back but I later found out it can be returned at any my news centers.

Not very one is aware of it and I hope you can be more informative in this.