“I wasn't a regular customer of Zappos. I ordered a pair of shoes for an event this month. Before that my only other order was from 2013.
The shoes that arrived were already scuffed and had clearly been worn by someone and returned to Zappos. I contacted customer service and they offered to send another pair, but they wouldn't arrive in time for my event. I ended up deciding to keep the shoes, but Zappos refunded my entire order because of the bad experience. That was unexpected, but appreciated. Then I received a follow-up email. They gave me a gift card code to be used in the next 90 days. So I received a full refund, free shoes, and money to spend on anything I wanted with no minimums or restrictions.
Incredibly good customer service. I've placed two more orders since then. I am delighted with Zappos.
“"...we’re here to make your shopping experience as easy, reliable and especially fun as possible. But equally as important to us is that you are comfortable and confident in shopping with us." -copied from Jomashop's About page
I definitely did not have fun dealing with Jomashop.
I received one email letting me know that the watch I ordered during their black Friday sale was on backorder. Every few days or so I would check on the status. One day (three weeks after I placed the order) the status had actually changed from backordered to "processing" so I emailed customer service to see what that meant. I also added that if it was now in stock I wanted to pay for next day air shipping. I received no direct reply from Jomashop (wait, actually they did reply to my Dec 15th inquiry 13 days later). What I did get was a shipping notification from UPS that I would be receiving a delivery from Jomashop.
Jomashop sent the order via 3 day delivery on Dec 20. It would have arrived before Christmas if I had not been out of town so there's that. My issue is the lack of communication from customer service. If they would have honored my request for a next day air delivery service that I told them I wanted to pay for, I wouldn't be writing this.
So basically the package was scheduled to arrive Dec 23. I tried to re-route the delivery to my neighbor who agreed to wait for the package and sign for it for me. It turned out that UPS couldn't change anything about the shipment per the shipper's restrictions. Delivery was attempted, and rescheduled for Dec 27. (That's when I got that reply to my email finally. They told me it looked like my order shipped--ha!)
I sent Jomashop a message telling them about my experience. They finally responded when I said I would post a review about my experience in the morning. Their reply was to contact customer service for an RMA or a shipping refund. There's nothing to refund on shipping since they didn't charge me for the 3 day service in the first place. If my husband didn't like his new watch, I definitely would send it back. If it was a purchase for myself, even if I liked it, I would send it back. I feel that strongly that there are other stores, even online retailers, with much more attention placed on customer satisfaction.
Their lack of attention to my request and delayed replies do not make me feel confident ordering from them again. As I indicated to Jomashop, their deep discounts are not worth the trouble to me. The next time I am buying a watch, I will shop elsewhere. I'm sure they do not care at all anyway. ”