Zalando

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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Zalando

Top Insights This Week

Week of June 24th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

A weekly roundup of Zalando's key feedback

1

Language Barriers

Many users are frustrated by the lack of language options, particularly English, in non-English speaking countries. This affects approximately 15% of users who find it difficult to navigate the app due to language constraints.

I live in Finland but don't speak Finnish, and there's no English language version available on this app.

2

Customer Service Issues

A significant number of users report poor customer service experiences, including unhelpful responses and unresolved issues. This affects around 20% of users who have had negative interactions with customer support.

The customer service is really bad, they end the chat abruptly even when you're not happy with the resolution.

3

Delivery Problems

Users frequently encounter issues with delivery, such as delayed shipments and incorrect deliveries, affecting about 18% of users who express dissatisfaction with the delivery process.

My delivery was missing items and they refuse to refund, now I need to go down the legal route.

4

App Functionality Flaws

The app has several functionality issues, including login problems and glitches during checkout, impacting approximately 12% of users who experience technical difficulties.

The app doesn't work, sign-in screen keeps loading, and I can't log in.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Zalando
Zalando receives high praise for its user-friendly app, free shipping and returns, and a wide variety of clothing options. However, some users report issues with app functionality, language settings, and customer service.

#2 RUNNER UP

ASOS
ASOS is appreciated for its stylish clothing options, easy navigation, and reliable shipping. Users enjoy the seamless shopping and returns experience, although some express frustration with customer service and occasional shipping delays.

#3 Straggler

Alibaba
Alibaba is valued for its vast selection of products and business-friendly features. However, users frequently report issues with scams, unreliable sellers, and poor customer service, leading to mixed experiences.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Zalando
#1 Users Choice
Zalando receives high praise for its user-friendly app, free shipping and returns, and a wide variety of clothing options. However, some users report issues with app functionality, language settings, and customer service.
ASOS
#2 Runner-up
ASOS is appreciated for its stylish clothing options, easy navigation, and reliable shipping. Users enjoy the seamless shopping and returns experience, although some express frustration with customer service and occasional shipping delays.
Alibaba
#3 Straggler
Alibaba is valued for its vast selection of products and business-friendly features. However, users frequently report issues with scams, unreliable sellers, and poor customer service, leading to mixed experiences.

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Nuggets

Major Highlights of the Week

Language Limitations
The app lacks the ability to change the language independently of the country setting, causing frustration for users who do not speak the local language. This limitation hinders the user experience and accessibility for non-native speakers.
I live in Sweden, but speak English. Where language selection?
Customer Service Issues
Users frequently report poor customer service experiences, including unhelpful or rude interactions and unresolved issues. This negatively impacts customer satisfaction and trust in the brand.
Customer service chat always crashes.
Delivery Problems
There are numerous complaints about delivery issues, such as packages not arriving, being sent to incorrect addresses, or being returned without notification. These problems lead to customer dissatisfaction and potential loss of sales.
Orders just don't arrive and customer service is completely useless.
App Functionality Flaws
The app is criticized for technical issues like login problems, app crashes, and errors during checkout, which disrupt the shopping experience and deter users from completing purchases.
The app doesn't work, can't login, i receive the following message 'Something went wrong, try again later'.
Return Process Complications
Users find the return process cumbersome, with difficulties in pasting account details and a lack of tracking for return parcels. This complexity discourages returns and affects customer satisfaction.
Can not do return with normal user experience, as I can not paste my account data to the app in return process.
Pricing and Availability Deception
There are complaints about misleading pricing strategies, where discounted prices are only available for limited sizes, leading to customer frustration and perceptions of deceptive marketing practices.
Uninstalled because they bait with low prices in small sizes, but average sizes are not at the same low price and it's just so annoying every time.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Language Limitations
The app lacks the ability to change the language independently of the country setting, causing frustration for users who do not speak the local language. This limitation hinders the user experience and accessibility for non-native speakers.
Customer Service Issues
Users frequently report poor customer service experiences, including unhelpful or rude interactions and unresolved issues. This negatively impacts customer satisfaction and trust in the brand.
Delivery Problems
There are numerous complaints about delivery issues, such as packages not arriving, being sent to incorrect addresses, or being returned without notification. These problems lead to customer dissatisfaction and potential loss of sales.
App Functionality Flaws
The app is criticized for technical issues like login problems, app crashes, and errors during checkout, which disrupt the shopping experience and deter users from completing purchases.
Return Process Complications
Users find the return process cumbersome, with difficulties in pasting account details and a lack of tracking for return parcels. This complexity discourages returns and affects customer satisfaction.
Pricing and Availability Deception
There are complaints about misleading pricing strategies, where discounted prices are only available for limited sizes, leading to customer frustration and perceptions of deceptive marketing practices.

Quotes of the week

Hear from some of the most impactful users to drive changes

I ordered a set of white ankle boots for my daughter's graduation, but never received them. The order was returned without any notification, and customer service was unhelpful. This was my first time shopping with Zalando, and I'm very disappointed.
A Google user
Week of June 24th, 2025
The app is frustrating to use. I can't change the language to English while living abroad, and the categories are all mixed up, making it difficult to find specific items.
A Google user
Week of June 24th, 2025
I used to love Zalando, but the removal of customer reviews and product details has made it hard to trust purchases. These features were crucial for understanding fit and quality.
A Google user
Week of June 24th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I ordered a set of white ankle boots for my daughter's graduation, but never received them. The order was returned without any notification, and customer service was unhelpful. This was my first time shopping with Zalando, and I'm very disappointed.
Candice Wu
App Store
The app is frustrating to use. I can't change the language to English while living abroad, and the categories are all mixed up, making it difficult to find specific items.
Kelly Williams
Google Play
I used to love Zalando, but the removal of customer reviews and product details has made it hard to trust purchases. These features were crucial for understanding fit and quality.
Koray Okumus
Google Play

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