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Reviewed Feb. 5, 2021
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.
Reviewed Oct. 24, 2020
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.
Reviewed Oct. 23, 2020
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.
Reviewed Oct. 17, 2020
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.
Reviewed Oct. 16, 2020
I found the extra wide sandals I needed and the design was very nice too! My friends asked where I had got them from? This was the first pair of shoes that I bought online and did were come enough!
Reviewed Oct. 15, 2020
Zappos has the selection. They've had every brand I've searched for and tons of styles. I'd go 5 stars if I had found more killer deals.
Reviewed Oct. 13, 2020
The Zappos service and selection is very good. The prices are kind of high; but with free shipping and free returns, it's bearable.
Reviewed Oct. 12, 2020
I have a very difficult size - 12N and I find that Zappos usually has a good selection in that size. I like the fact that they do not charge postage either way.
Reviewed Oct. 11, 2020
I love the fit and how they feel. They look great and seem to look good on me. Always make me feel good when walking and moving around.
Reviewed Oct. 10, 2020
We love Zappos especially for good deals on kid’s shoes. Their overall selection is fantastic and their customer service couldn’t be better.
Reviewed Oct. 9, 2020
Zappos is super easy to deal with. The employees are very friendly and accommodating, and I love the free shipping/returns. Shipping is very fast as well. Love Zappos!
Reviewed Oct. 7, 2020
Zappos lives up to its reputation. I have never had an issue with a return or rapid exchange. Great communication throughout the transaction.
Reviewed Oct. 6, 2020
Zappos always gets the shoe to me quickly and returns are the easiest ever. I have never had a problem returning shoes that did not fit right and you have a long time to decide. Selection is Great.
Reviewed Oct. 5, 2020
I love shopping on Zappos because they provide video clips to show what the product looks like. I have purchased over five pair of shoes, four pair of boots and four pair of sneakers. Great site.
Reviewed Oct. 3, 2020
Zappos has a decent selection and great prices. Easy returns and free shipping is what we've come to expect of all great online retailers and they doesn't disappoint there.
Reviewed Oct. 2, 2020
Zappos is my online shoe store of choice. They get your shoes to you the NEXT DAY! And returns are free and easy. They have a great selection and great prices. Love, Love, Love Zappos!
Reviewed Feb. 28, 2020
Called their customer support line for help with teacher/student discount not appearing in my account. Kasey, was by far the nicest most lovely customer service representative I have ever spoken to. I have never been on a customer service call that ended with the biggest smile on my face. This lovely woman definitely deserves a raise. She resolved my issue quickly and even helped me order the item I wanted. Just excellent. Because of her I will only shop through Zappos now to get shoes.
Reviewed Feb. 28, 2020
I placed a $600 order for some clothing and shoes that I'd been putting money aside for for several months. I was really excited to be able to order it. I favorited several items and carefully crafted my cart over a 2 week time-period. So I place my order, and everything is fine. I get a confirmation email later that day that it had shipped. However.... that evening I got a strange email from them stating that they are closing my account and can no longer do business with me. What??? I figured it must be some sort of error so I ignored it. The day of the expected arrival of my long awaited order, I go on to UPS to track it. I then see that Zappos intercepted the shipment and would not deliver.
I have been given no explanation whatsoever of why this has happened or what I did wrong. I was not using a VPN when purchasing and my credit card details were verified. Perhaps a disgruntled employee trying to harm the company's reputation? I had one prior order that I returned a few items from, but surely that would not warrant cancelling my account and shunning me! I have no idea but this is just really abnormal and bizarre that a major company would act like this. It's only been a few days, but I have yet to see a refund. I will be contacting my credit card company and disputing if I don't receive it within a week. Stay away from Zappos, unless you like dealing with companies with peculiar and bizarre behavior.
Reviewed Feb. 20, 2020
I have been shopping with Zappos for years. Their return policy is amazing. Their merchandise is always as expected. So many brands to choose from. They offer free shipping and free return shipping. I have never had any problems with them. Also they give you a year to return your purchases!
Reviewed Feb. 7, 2020
Wish I could give them 10 Stars, they stand behind what they sell, will ONLY purchase my shoes from them. Keep up the great work. You guys ROCK. Sent my replacement shoes out to me in one day, yes one day
Reviewed Feb. 1, 2020
BUYER BEWARE: Zappos may tie-up your credit for an inappropriate length of time. After receiving the package that I had returned, Zappos took 11 business days to process the return. This is only after I called Customer Service 3 separate times. The first representative told me that the package hadn't been processed yet, but that the Returns dept. was allowed up to 3 business days to process a return. After 72 hours, I called again. The 2nd representative told me that the return had been processed the day that the package had been received and that I could expect a refund to appear between 2-10 business days from the date of receipt.
After 11 business days had passed since Zappos had received my package, I had still not received a refund. I called Zappos a 3rd time and was informed that a refund had never been processed. The representative processed my refund while I was on the phone with him. Overall, Zappos held hostage nearly $2,000 of my credit for 11 business days after receipt. This is an absurd practice and causes unnecessary hardship to be experienced by the customer. I won't be ordering from Zappos again.
Reviewed Jan. 27, 2020
They send you used and defective items and come up with the conclusions saying the items were never used after you provide them pictures. All the employees do not respond thoroughly to your questions and their responses are very inaccurate and inconsistent. This company deserves negative stars. Just be aware!
Reviewed Aug. 9, 2019
Delivery dates not arriving on time! Sends packages to my post office when I live 20 minutes away. Not convenient. Customer service is useless. I have spoken to them 5+ time and they CAN NOT CORRECT THIS ISSUE!!!! They always make up stories why this is happening. I am requesting UPS only! I have been a more than valued customer for more than 15 years- check my acufor how much I spend. Going to lose my business, but I don’t think you care. MORE THAN FRUSTRATED.
Reviewed July 17, 2019
It was my first experience with Zappos. My daughter wanted Birkenstocks for her birthday and I chose to use Zappos because I heard they were a good website. She has been so excited about getting her shoes and her shipment came a day early. Only problem is she got two left shoes. We are hoping they will get it right on this next delivery. I was hoping they could overnight them since it will now be a few more days, but that wasn't an option. Not sure yet if I will use them again.
Reviewed May 13, 2019
Zappos has always been super helpful with my returns or any issues, and that’s what separates them from the rest. I recently had a pair of shoes that got a grease stain after three days of wear and they took them back as a one time courtesy no questions asked.
Reviewed March 28, 2019
I love to shoe shop at Zappos - shipping is free both ways. Returns are simple and never a problem and the selection is second to none. No hassle shopping, no hassle returns, Zappos can't be beat! Name brands and current styles are what they carry and always at competitive pricing. Shipping is also quick so there is no reason not to shop at Zappos.
Reviewed March 18, 2019
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.
Reviewed March 18, 2019
Zappos offers a wide range of products and always has free shipping and free returns, very important if you want to try a new brand or style or are unsure of your size. They also carry a wide selection of purses and totes. I've never had a bad experience.
Reviewed March 17, 2019
If I am sure about my shoe size and it's one of the reliable brands (Alegria, Naot, Frye). I buy shoes or boots online. I avoid buying Dansko online due to variations in shoe sizes. I GET MY SHOES or BOOTS almost the next day!!
Reviewed Feb. 27, 2019
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.
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