"First off the shoes I ordered do not stay zipped. Secondly, when I spoke with a customer service representative, he stated that due to the shoes being defective (merchandise) he would issue a "no return refund". Thirdly, when he attempted to do so he was locked out of the account. Fourthly, he provided a phone number which I called a few times and each time it goes to a voicemail stating that they (Zappos) are busy and to call back during their business hours, which is exactly what I had been doing. Fifthly, I sent an email to Zappos and after sending a second email I received a call at which time I was told 3 things: one) no refund would take place without my sending in the defective merchandise (shoes), two) their phone number doesn't allow inbound calls, and three) she would send an email with a shipping label which never happened. Needless to say, I called the number which works and explained everything that had occurred, she stated she would send me the shipping label and I requested for the whole experience to be escalated. This resulted in a call back with nothing new to add. I will not purchase anything from Zappos again."
"Horrible store. They even don't want to public negative review."
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This company is so inconsistent with return refunds, and I am sick of their poor customer service too. Some rude and disrespectful persons have come to light as of lately, and it really makes me not ever want to order from Zappos again. They make you wait for one whole week to get an order even though they advertise VIP 2 or 3 day delivery. I returned a shoe the same day it arrived and they still are not going to refund me right away even with the UPS code return. They want me to wait another full week before they refund me, and meanwhile the shoe I want to order may not be still there by the time they issue the refund. They hold your money hostage if you do an exchange instead of returning it to YOUR own credit card which is unjust, period. They make you have to keep trying to find a shoe in Zappos by which they are limited stock and it is unfair that they keep your money in hostage like that. Inconsistent with refunds and that is wrong. I am not happy at all, I want my money back and better service by which they fail to deliver timely service anymore. Not happy at all.
I want my refund back immediately.
A dissatisfied Customer, "
"I have no problems with pricing or speed of shipping, but the packaging by Amazon is really bad. I have received several pair of mid-range shoes that were not sent in Zappos boxes, but rather in plastic shipping bags. Two of those boxes have been destroyed, and one pair of boots is very marked up.
Amazon needs to up their packaging for shoes! I really miss the old Zappos!!"
"Bought a set of shoes and sandals, both are perfect and very comfort to wear. Quality is great."
"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 professional 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 any makes senses. 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."
"Zappos has redefined how to retail and did so in one of the most demanding retail categories: footwear and apparel. Their dedication to service has me coming back time and time again. "
"My credit card was charged but I received a different item than what I ordered. When I called I was told that they were out of that item but I could return the incorrect item for a refund/credit. Why should I have to go to the trouble of returning the item when it was their error? They charged me for something that I did not order. Terrible customer service. Then I was told they would give me $20 credit for a future order. Why would I do business with them again? Too many other places to make purchases. "
"I have bought numerous items from Zappos in the last 3 years -- mainly shoes and boots. I cannot rave enough about how easy it is to call their customer service line, which is open 24/7 and get them to very quickly ship out another pair if the size does not fit, etc. They have even refunded me the original purchase price before they received the shoes! I always get my shipments in 2 days, and shipping is free, whether you are purchasing or returning. I am a former Amazon shopper and I have started making Zappos my first go-to place before I go anywhere else."
"vI recently bought two pairs of shoes. I wear men's size 12 slim which is hard to find if you want something not frumpy. They filled the order in 2 days, no problem. Unfortunately, the size was wrong...it wasn't slim. I called customer service and had a rude agent who only tried to overtake me. She told me I needed to listen to her and stop talking...she, in fact was the one who was overtalking me. She said that there must be a mistake on the website. I asked if someone could look in the warehouse to see if they had my size. She said it would take about 3 weeks as they were real people, not computers. Not sure how these people could fill the order so fast but not be able to check on a solution. They obviously had not been trained that S was for slim and M was for Medium, especially if they were real people filling the orders. She then told me that once they received the shoes, it would be another 10 days before my charge account would be credited. I had to wrap the shipment (buy tape etc.) and get transportation to a UPS facility. Now I am out the money and out the shoes. She really didn't seem to care. Listening should be part of customer service and customer service should be anxious to help...she clearly was neither. Very unhappy
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"We are a family with foot problems. That makes going out and shopping for shoes really time consuming and difficult. So when Zappos first launched, we tried them and we were hooked. Zappos doesn't have the lowest prices for shoes, but it has a good selection and really good return policies. We can buy a few different pairs of shoes (or in different sizes) and try them on at home at our convenience to see what works. As long as we don't wear them outside or get them dirty, we can return them for free if it turns out that the shoes are not quite right.
We do return a lot of shoes to Zappos, but we also keep the ones that work. This has been a great convenience for all of us. When my mother and my mother-in-law needed new shoes (they knew exactly what they needed) we had them sent from Zappos.
I can see that a lot of other people may not have had the best experience with this website, but that's not the case for us. We'll continue to shop there."
"VERY BAD COMPANY, POOR SERVICE..."
"If you read recent reviews here, a theme will emerge: Zappos ain't what it used to be.
As you probably know, Zappos ceased to be Zappos in 2009 with the company was purchased by Amazon -- Zappazon? Prior to that, their dedication to customer service was top notch. Not so much any more. And note that they are not ResellerRatings merchant member.
Amazon's search engine is notoriously bad, returning loads of unrelated hits that confuse the results of simple, clear searches. Zappos just doesn't work well and they don't seem to care about it.
Today I searched Zappos for zumba shoes using just the word zumba. Zero hits so I assumed they don't have any. But out of curiosity, I chatted online with Dalia to find out if I was missing something. After all, Zumba is the largest fitness brand in the world. Nope, no way to search for zumba shoes, though she provided some suggestions. I then suggested it might be a good idea to create a new filter category for Zumba. She responded that they don't sell too many Zumba shoes, implying that it would not be worth it. Hmmm . . . maybe Zappos doesn't sell many because they make it difficult for potential buyers to find them? Nah, that wouldn't occur to them. Duh. So much for Tony Hsieh's mission to overdeliver customer service.
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"I bought a pair of top of the line Asics running shoes. After a month they started to tear. I reached out over live chat. Dalia was fantastic! She found my order quickly and within minutes I had a new pair set to arrive the next day. When ever I have chatted with Zzppos customer service they have been awesome. "
"Still waiting on these shoes I bought from Amazon. This company takes forever to ship there items! Will not buy from them again!"