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I ordered a pair of Uggs and a pair of Converse for my daughter. The Uggs were too small and the Converse arrived in used condition. I sent both back and received an email that my account had been credited. About 4 days later I receive another email that they are unable to refund me due to the shoes being worn? They were shipped to me in worn condition! Maybe they should check the items before sending them out! I now have to call my credit card company and file a dispute. I will be closing my account with Zappos and will never order from them again.
I ordered a pair of boots through Zappos, which were shipped that same day. When I received the box I noticed they were the wrong model. On closer inspection, not only were they the wrong model, but they were also quite worn! The sole was faded and they had stains all over. When I called customer care, I received a prompt and professional answer, but also a very confusing one: I was told that I could exchange the worn-wrong model boots for the correct pair, but that those would take up to 2 weeks to reach me AND that if they were the wrong size or model, that I couldn't exchange them again and would have to return it for STORE CREDIT (not even a refund on my credit card). My other option was to return the wrong boots and order new ones (the correct model), with a new charge on my credit card, which I don't want to have.
I'm a fairly busy person, which is why I order my clothes and shoes online. This issue (including having to write this review) is just taking time away from other things I need to do today. I will not be ordering from Zappos again and can only pray that they will actually give me a refund, considering I'm returning a pair of boots that were not in the original order. Horrible experience.
I am writing this review on January 3, 2019. I have been a customer with Zappos in the past and have ordered shoes and socks. I got a "$25 dollar rewards code" in the regular mail to them today. I looked at the back and the code expired December 31, 2018. They sent me an expired code that cannot be used so I called their customer service department. They couldn't help me and transferred me to their billing department. The woman there wanted me to give her a credit card number to verify my account and I refused. I asked why this expired rewards code couldn't be resolved without having to give them a Credit card number and she hung up on me. This is a big scam it seems to get people to call into Zappos so they can get your credit card number. Fact is...they sent me an expired Rewards Code in the email. Seems like mail fraud so I will be contacting the authorities as well if this is not resolved.
I ordered shoes from Zappos.com that were shipped same day. I received the UPS tracking number. The shipment was due on Tuesday, November 27th - never showed. The tracking information said it was on the truck out for delivery. Never made it. Next day I call with Zappos. Called again the evening when I got home from work. I was assured it would be there by midnight - this morning... no package. I called Zappos and asked for the items to be returned.
UPS said it was "the holiday season" and shipments are delayed. I told them it was their job to ANTICIPATE shipments during the holiday season... not my job to have patience or Zappos to lose sales because of their incompetence. Imagine NOT taking responsibility for your failure. Yesterday, I received a UPS shipment from Amazon... so what happened to Zappos? Fail on all counts.
Since it is difficult to get the correct size online I returned some boots to Zappos. Also I returned worn boots that they sent me. I bought a Timberland boots from them a little less than a year. My ankle started to pain so the foot doctor told me to return the boots to Zappos and get a different pair. I called up Zappos and the rep contacted the help desk. She told me to return the boots and they would send me another pair. The boots they sent me was all used and disfigured. I called them up and they told me to return it and they would send another pair. The rep processed the order yesterday. I was supposed to get it on Monday.
Today I received an email stating that Zappos do not want to do business with me. I spoke to a manager and told her the first rep who told me to return the boots that I had for almost a year should have told me that. I said to her to send me back the first boot that I returned to them. She said that she could not do that since my boot was somewhere in the warehouse. Now I am 70 years old and I am on social security - can barely make ends meet. I live in Maine with a lot of snow. I cannot afford to buy other boots. Because of this blood sucking Zappos I am now without boots.
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I ordered sandals from Zappos.com. I received the wrong sandals so I returned them - that part was easy. A few months later I realized I hadn't yet gotten a refund so I contacted them via email. I received a prompt response BUT I was told that because I sent back an item that wasn't in the original order I wouldn't receive a refund. The only way I would get a refund was to send back the correct item.
Now I can't remember if I mentioned I had received the wrong item when I requested to return the sandals but apparently Zappos was just going to keep the sandals I returned, not refund the price of those (which were $10 cheaper than the ones I ordered) and not bother to contact me to straighten the issue out! I had to follow up with them about the status of my refund. When I mentioned I had received the wrong item so could not ship back anything else, I was assured I would be getting a credit for the original price. I will be checking my credit card to be sure it comes! But I will certainly not order from Zappos again.
I'd purchased many pairs of Hush Puppies in stores and thought I'd save time by ordering a pair from Zappos. I wear size 8. When I received the shoes, size 8 was on the box but not inside or outside either shoe and the shoes were about 2 sizes too small! I called Zappos and was told I couldn't have a refund but could request a replacement. It was clear the Rep didn't believe I'd received a pair of shoes without the size anywhere on the shoes. I realize now the shoes I received were likely fakes. I've not ordered from this company since.
I received a package for someone who does not live at my address. I contacted Zappos thinking they could look up the person and give them a call without needing to give me any information about the account. Apparently, without verifying her specific information, they cannot find her. I don't believe that with the information I have (her name, shipping address, tracking number, etc.) that they cannot find her. However, apparently they will not go above and beyond to assist her without her calling them herself. I don't believe for a second that they cannot look up the information and find a contact number.
The gal I talked to at Zappos was very nice and very clear. I'm sure she was doing what she was trained to do. However, I think it's unfortunate that when someone (an outsider) is trying to make an effort to help, there is no way for the company to take the extra step to reach out to their customer. Not to mention that she told me I could go ahead and keep the package or donate it because they would simply consider it a lost package. That surprised me. When I asked if I could just return it to USPS, she said if I didn't want to deal with it, then I could definitely do that. I was surprised and a little disappointed that they seem so apathetic. This must happen often.
Zappos is the best online store. They make every effort to please the customer. I had an exchange and customer service made it so easy.
I just had THE BEST customer service experience. I can’t for the life of me remember his name, but his opening line was “how may I help you on this fabulous day?” And I knew it’d be wonderful from there. He was quick and to the point with helping me out while also being friendly and all around just awesome. He didn’t even need to do anything, yet he decided to go above and beyond for me. Killing it!
One of the best online retailer if not the best. Excellent customer service, easy returns and exchanges. Shipping and return are free which makes it very convenient, if the shoe does not fit.
I like Zappos for their rapid responses, good selection of shoes, efficient shipping and easy returns. Only thing missing is a larger selection of orthopedic shoes.
The website is easy to use and allows me to filter precisely for style, size, color and heel height to find just what I'm looking for. Delivery is fast and returns free.
Couldn’t be easier. They have almost everything I am looking for. Free returns, with no questions asked, is tops. Quick refunds. Pleasant and convenient too. Rarely shop any other way.
It's always a bit "iffy" to buy shoes online from any vendor, especially if you don't know the brand well. They may fit, or, they may not? But, Zappos makes returns easy and breezy. They are known for their good customer service. This makes me willing to take a chance, and buy a pair of shoes or boots online without having first tried them on. I know I can send them right back and get a refund quickly and without any hassle.
Zappos.com is great to shop online. They have a great selection, prices are competitive, large selection of sizes, postage and returns all accommodating.
I like customer reviews that lets you know details about the shoe and info about the fit. And if you do not like what you get, you can return free of charge.
Zappos is a great site. Quick and free delivery and easy and free returns with return label. New styles are generally available in most sizes but they generally don’t stock narrow sizes.
Zappos is one of the best online stores to shop. You know if there is any problem that you are guaranteed they will make it right. Their customer service is untouchable. They offer free shipping and if you’re not happy with your purchase you can return that for free too. Their prices may be a little high but in my opinion it is worth it. They have a very large number of items to choose from and it is all quality goods. When I am looking for something special Zappos is always my first stop.
I really like shopping at Zappos! Of course for the shoes but I also think they have a great variety of clothing for women and I especially like their skirts section! I like the ease of ordering and how simple it is to send items back that don’t fit or really aren’t flattering. They have developed a wonderful system for returns. I also think the customer service experience is always stellar. Anytime I speak to an agent on the phone they are funny pleasant and always helpful! Love it!
I LOVE ZAPPOS! They are professional, nice, respectful, knowledgeable, courteous and polite and they all speak English! If they don't have an item they will search and help you find who does. It is a pleasure dealing with them. I always ask if their boss gives them nice pills every time they come to work!
First, I love the free shipping and returns! That alone makes me a Zappos shopper for life! Also, order always comes the very next day, no matter what time I place the order. Let's not forget, great prices! They even have videos describing the shoe and a model walks in them. Zappos is awesome!
Zappos merch is a bit more expensive than other vendors, but the quality of the product is most excellent, and their service is absolutely gonzo! So, worth every penny to shop there.
I have been a customer of Zappos for many years. Without fail, their customer service is stellar. It's the best! The shipping is super fast as well. The downside are the prices... they are not always comparable with other retailers. But I understand that the "free" shipping really isn't free either.
I shop online for two main reasons, convenience and price. Zappos has a large selection of shoes, but fit may not be right for the shoe you ordered. It also has no free returns.
This is a company other companies not just shoe sellers might very well emulate. Don't think their customer service, return policy can be beaten by pretty much anyone - a perfect embodiment of ethical business practices. Only small downside is that shoes may be pricey (but quality good).
I love that Zappos (now owned by Amazon.com) makes online shoe shopping painless--there is no charge for shipping your shoe choice to you and if you are not happy with your selection, sending them back is also free.
6PM sent me damaged Guess shoes. The women's flat ballet shoes have a rhinestone bow on the top of each shoe. One shoe sent to me was missing TWO stones. I can't believe the person packaging this order did not notice this damage. I am greatly disappointed to have to return these shoes. Come on 6PM! Let's do a better job!
I was introduced to Zappos about 4 yrs ago. Never once did I think to shop online for Athletic Shoes, boots, dress shoes or summer shoes. They have my size. I love bright colors. They definitely made it super easy to shop around and buy what you want. If you need assistance you can call them & they'll walk you through the process. The best part about Zappos, it's next day delivery.
This is a great company. I've been ordering from them for years. They're the only place I can consistently find shoes that are 4e wide. Easy to order, easy to return. Any problems I've had with products are quickly resolved in my favor. Feel safe ordering from this site. Exactly as advertised.
Zappos expert review by ConsumerAffairs
Zappos was established in 1999 to offer the widest selection of shoes online. It became a part of Amazon 10 years later and now sells clothing and accessories in addition to shoes.
Search features: Zappos makes it easy for shoppers to customize their searches. Consumers can narrow their search to a single size or multiple sizes, which makes it easy to see all the right sizes in different brands. They can also narrow their search by brand, style, color, occasion and more.
Images: Customers browsing Zappos can see multiple images of most shoes on Zappos, which show the shoes from all different angles. Many products also have videos so consumers can see a model move in the shoes and hear a product description.
Selection: Zappos works to offer the best selection of shoes available online. It offers an extensive collection of brands and styles. Consumers can search for women’s shoe sizes 2-20, and sizes 4-13 all return a sizable result list.
Returns: Customers who are not satisfied with their purchase have a full year to return or exchange it. Return shipping is free for all customers in the United States, and exchanges come with free one-business day shipping.
Customer service: Zappos strives to provide exceptional customer service. Customers can reach representatives by phone 24/7. They can also send Zappos an e-mail or speak with someone via the website’s live chat feature.
Best for: Zappos carries adults’ and children’s shoes, and their selection makes them best for any type of shoe shopper.
Zappos Company Information
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