Germany
Review of Zalando GmbH
Wow, Zalando has gotten abysmal in the past year. I was a long customer, but just made my last order with them. After not receiving my parcel - there was not even a delivery attempt by GLS, I was at home the entire time! - contacting support to get help, them refusing to help me and even insulting me, they have now lost a once loyal customer.
Review of Wise
Wise unfortunately is one of these cases where you can get lucky, or unlucky, and if you get unlucky, it has very annoying to devastating consequences. I would hence discourage everyone from opening an account with them unless it is strictly necessary.
I was a happy customer of Wise for 5 years, and that all changed - like for so many - when they blocked my account and asked for verification. That in itself is completely understandable, and I was happy to comply and give them all documents I could think of that would be a proof of where I live - my residence card, my tax receipts, my tax declaration, various different bills, all of my most recent bank statements. All of them got rejected, funnily enough while exactly the same documents (same type, same document date) that friends of mine in the same situation submitted got approved. Through all of this I have had a back and forth with Wise customer support, with each of their messages containing the same text and each ignoring my requests to specify exactly what was wrong with the documents I submitted and how it would be possible for me to comply. Whenever I persisted beyond 3-4 E-mails, I was subsequently ignored - all follow-up emails I sent were met with silence.
Thankfully, I do not have any money on my Wise account like so many in a similar situation, so this is simply extremely annoying. So be warned, Wise is a company that, will not support you in any way if something goes wrong.
Reply from Wise
Hey there,
Thanks for sharing your feedback with us, and using our services for years.
We’re a regulated financial institution, so we should know who’s using our service, why they're using it, and that their money comes from a legitimate place. This helps us keep your money and our platform safe. So depending on where you’re sending money from, and how much you send, we might need to ask you to upload some documents for verification.
Once you upload the documents, our team reviews them, and we email you to let you know if we could accept the documents. Our support team aims to reply your emails within one working day, but it might take a bit longer, if we are facing higher volumes.
Please make sure that you aren't sending emails to no-reply addresses, as those aren't monitored. Kindly get in touch with us at https://wi.se/contactus or on Instagram, Twitter/X or Facebook. Our support team will be happy to take a closer look and advise from there.
Wise
Review of Grover
As already mentioned in many other reviews, their customer service is abysmal. I tried calling them on three different days WITHIN their indicated service hours only to be told by automatic message I am calling outside of the service hours (with the automatic message stating then that the point in time I was calling was actually within their hours). So I tried writing them an E-mail, texting them on facebook, writing in the chat they provide on their website... No success after three days. Reading the other positive reviews here I think their service works fine if you do not have to contact them, but if you do, there is no way to reach them. To me, this is inacceptable for a start-up that is so customer-facing and dealing with electronic equipment of high value. Stay away if you value your time and money.
