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Zappos ordering process needs improvement. Will not order from Zappos again because of my poor experience with Zappos order processing. I placed an order on the phone Saturday January 7th. Received order confirmation via email as well and was told I would receive order on Thursday. On Wednesday, I received an email saying my credit card was declined. I phone them back and they tried to process the order again and it would not go through. I had to cancel the order. I placed the order with DSW Instas and they gave me free two day shipping!
I received a $50 Zappos gift card. I found some shoes I liked, but when I went to check out, a strange thing happened. I applied the gift card to use it for my purchase, and Zappos accepted it. However, it didn't use the gift card to take $50 off my purchase. It used the gift card to take off the $3 tax and wants me to use my credit card to purchase the retail value of the shoes. This is a bizarre situation that Zappos has not taken any action to correct after several days after contacting them about the issue. DO NOT buy or use gift cards for Zappos.
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Ordered Vans for my daughter for Xmas DEc 3 and was suppose to arrive Dec 10th, no update was given to notify it was delayed. I contacted them Dec 13 and they said they were going to replace it and send a new pair. Arrive was suppose to be Dec 20th, nothing. No update, and it's 4 days before Xmas. Never again- this happen to me twice- shame on me for giving them another chance.
They sent to an old address after I updated my address SEVERAL times before placing my order. It reverted back I guess and sent it to a different city/state. Customer service basically told me it was my fault and they wouldn't do anything about it. Terrible terrible customer service. Rude and not helpful at all. All the items are available other places - so save yourself a headache & order somewhere else.
My order was lost or stolen en route to me. I have been a customer since Zappos began. Instead of refunding my money or sending me out a new box of shoes, they left me on hold and transferred me all over the place on three separate calls. It is obvious to me that they are incredulous that a box of shoes went missing... Seriously? Of course I asked them to check in that the box was delivered by the post office. They could not find any proof of delivery. Don't y'all have insurance against these kinds of things...
I am glad that I found Zappos for my shoes' shopping. They never fail to satisfy my desire for latest and trendy shoes. The quality, customer service, and return are all perfect. Moreover, I am also glad to find this site, couponmonger.com/zappos-30-off, for zappos discount codes and vouchers. I am able to grab the best deals here of up to 10% off on my orders.
Short story. :) My son called to find out where his order was and customer service stated that there was an issue with the credit card used. My son then tried to correct the issue with old information and customer service stated that the credit card info was still incorrect. Your Customer service personnel was concerned of possible credit card fraud and wanted to make sure that was not going to happen. Going above and beyond after hours Customer service personnel called credit card company to confirm information and was told no match, so Customer service personnel being profession and polite did not want to go on with the sale.
I really appreciate the concern for the customers' credit security and not the product or sale, if that makes sense. Customer service personnel then after dealing with my son had to deal with me the father who insisted on wanting the purchase to go through, again Customer service personnel called the credit card company to triple check and finally it was confirmed that some information needed to be updated by the credit card holder. Where do you think I will buy all my footwear now, that's right ZAPPOS. Thank you very much for keeping my credit secure and for looking out for your customer that you will have for life.
I have always been happy when ordering from Zappos. They are quick to exchange and don’t charge to ship of return. Excellent customer service.
I was trying to buy two pairs of shoes. Used my debit card and it did not go through. Had to call the 800 (or 866) number. Placed the order over the phone. Everything seems to be fine. Next day since I saw no money coming out of my account, I called and was told that they have some kind of security thing going on and someone should have called me with questions but nobody did. OK. I provided all of the information. An hour later got an email that the payment could not be processed. Called back at 1.45-2 pm EST on 11/22 and talked o the meanest lady who said that I'm not giving her correct billing address?!?! There could not be any other billing address for this card! She was totally rude and said she was going to hang up on me and erase the history of this call!!?! What in the world is this? Called back.
Another rep was more accommodating but she did not know what was going on. I asked for the manager. She said that lady who took my order over the phone assumed the delivery address and billing address was the same?!? Really? I gave her correct information 2-3 times. She ran the card and said that while it is not approved yet, it should be fine.
I went to the bank to make sure the money are there (and they were there). The branch manager could not see a reason why it could not have been denied. I went back to the office to just receive another email stating the payment was not approve again?!?!? Called back. Manager sent me to the billing department. They took the card off and input the same card again. Now I have to wait and see if it is going to go through again. It was the most frustrating experience of 30 years. I have placed lots of orders in the USA and Europe and never had a problem! You guys need to train your stuff so that they know how to do their job! If it not fixed this time - forget about Zappos.
I love the free shipping and free return shipping. It allows me to purchase multiple sizes and return the one that don't fit. In addition, there are so many styles to choose from.
Zappos author review by ConsumerAffairs Research Team
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.
Zappos Company Information
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