"Update (03/19/2010): Zappos is amazing. I ordered a pair of shoes on the 18th and I picked standard shipping that'd take 4-5 days. I got an email from Zappos soon after that they were gonna upgrade my shipping to priority shipping. They said: "It is simply our way of saying thank you for being our customer." They shipped by shoes using UPS Next Day air. I actually got my shoes less than 24hours from Zappos. It was shipped from KY to MI in less than a day. Thanks Zappos!
This is my first time ordering from Zappos. I placed the order online on a Saturday(Oct18). During my order online, I chose the wrong show size. So I called Zappos's Customer Service since they operate 24/7. I didn't really like hearing the ads on phone. However, I was attended to shortly. I told the customer service agent about my wrong shoe size, and she immediately helped me change the order and almost instantaneously I received a confirmation by email. I don't know whether I was being lucky or what. But the agent upgraded my shipping to UPS Next Day Air for free. It was shipped out on Sunday(Oct 19) and I received it today (Oct20, Monday). What's more, you get UPS's detailed tracking online. That's really cool of them. I got exactly what I ordered and I am enjoying my shoes. Just to share, those who are into court sports like Volleyball, Badminton or Racquetball, you should get yourself a pair of Asics Gel-Rocket 4. They're really comfortable. Overall, my first experience with Zappos had been an awesome one. I highly recommend this online shoe store to everyone across the states. "
"I have ordered from this company several times and have never had any problems. The last couple of times, they have even upgraded us to free overnight shipping. This past time, had to return a pair of shoes I ordered for my son, had absolutely no problems and received excellent customer service. I would definitely recommend this company for purchasing shoes online."
"Placed an order to have delivered to my daughter in another state on Monday. She was thrilled to have her new shoes on her feet Tuesday evening!! I didn't even pay for overnight shipping. I'll definitely use Zappos again."
"Excellent store. They offered free standard shipping and later upgraded my order for next day air saver shipping. Shipped monday, and I got it tuesday!"
"Ordered some American-Made Fry harness boots from Zappos last year which came really fast (on the third day of placing order). Website is easy to navigate, not to mention a host of images of footwear that can be viewed from different angles, and also reviews from buyers who also bought the products. "
"I ordered a pair of shoes for my wife and found Zappos had the shoes she wanted at a good price. I placed the order with the standard free shipping expecting delivery in 4-5 days. The shoes arrived less than 24 hours after I placed the order. Zappos had upgraded the shipping to USP Next Day air. The order was exactly right, (size, color and style of the shoes). "
"Apparently like many other customers have experienced, I also received extremely excellent service from Zappos. Having only selected 4-5 day free shipping for my shoes, having them arrive less than 24 hours later was amazing. I've seen similar reports of 12 hours! Fantastic service and great store! Highly recommended."
"Zappos, as usual, had superfast shipping. Price-matching (which they don't offer anymore) was a snap. I even received a hand-written note from the CSR who helped me!! Unfortunately, Zappos doesn't offer two-day shipping or price-matching anymore, and lower prices can usually be found somewhere else. Despite that, Zappos' customer service really can't be beat, and their free returns program is painless (as long as you can make it to a UPS store or have UPS pickup). I'd still shop here if the price is right, but these days, so many alternatives are popping up left and right."
"So my wife has ordered from Zappos a number of times and always told me how good they were, raving about shipping time and free returns. I never really paid much attention until last night. We needed some comfortable walking sandals for a trip next week and decided to order from Zappos. The prices seemed fair enough (although to be truthful I did not comparison shop.)
However, the truly amazing thing is the customer service. For no charge shipping, we received the package the next day. Now, living in New York, I am used to fast shipping time. But the amazing thing with this purchase was, I PLACED THE ORDER AT 10PM MONDAY AND RECEIVED THE PACKAGE BY 10AM TUESDAY!
How do they do that? That is just scary fast shipping time.
Great job Zappos."
"I ordered a pair of shoes and forgot to specify 2-day shipping, since I'm going out of town soon and might not get the shoes otherwise. So I emailed Zappos to ask if they would please change the shipping from standard to 2-day, billing my credit card for the difference. 10 minutes later I got an email from them saying they've gone ahead and upgraded me to next day shipping, for free, to make extra sure I get my shoes in time. After growing numb dealing with business after business offering laughable 'service', it really is a joy to be reminded that there are, indeed, a few good ones left."
"Skip Zappos - shop somewhere else!
Zappos used to be the gold-standard in online shoe stores but they are quickly falling from grace. They used to have an aggressive pricing policy, 110% pricing guarantee, but they decided to do away with it. I spoke to a live customer service rep and got the most bogus and lamest answer when I asked why they stopped beating the competition - because they really want to focus on "good customer service". Hmmm - maybe their overpaid marketing director slept through that MBA class on bringing in business, but competitive pricing IS a customer service issue. And with the economy in the shape that it's in, customers deserve both good service AND aggressive pricing. ShoeBuy.com got my latest orders because they still know how to beat the competition's prices. And if they can do it, so can Zappos. At this point, Zappos has been relegated to my 'try-on' store. I take advantage of their free shipping and returns and then go elsewhere to buy the shoes for less. Sorry Zappos...Hopefully, the CEO will wake up from his deep slumber and realize he is losing customers in droves. Mr. CEO, I suggest you get back into the game before it is too late. Good luck to you! (you're gonna need it)"
"When I placed my first ever online order with Zappos, I messed up the order and later had to call them to straighten things out. Even though it was my fault, they apologized and changed the standard free 4-5 day shipping to free "next day air". Their prices may be on the high end, but I'm totally blown away by their customer service. They've won my business!"
"I live in a small town with only one shoe store, so my shoe shopping has to be done online.
I've ordered about a dozen pairs of shoes from Zappos, so far all returned. The shoes are shipped free overnight, and return shipping is also free. They issue the refunds promptly and with no hassle whatever. I had to call Customer Service and the call was answered with a live person within 1 ring.
Zappos absolutely does it right and has my business.
This is a big contrast with the misery I had with Shoebuy.com, which didn't honor their own return policies.
A word to the wise: The online shoe stores issue only ONE free return label per ORDER. If you order several pairs of shoes and they come in separate boxes, you will be stuck if you need to return them. Make a separate order for each pair of shoes in case you need to return them."
"The shoes I ordered from Zappos always came quickly. Refund process is a breeze and they pay for you to ship it back. My only complain is they are somewhat overpriced compared to others. But they make up for this with fast shipping and excellent return policy. Will come back to them if I need new shoes or sandals."
"wow! great selection and prices, but the most amazing thing....i received my order in ONE DAY! i love this store."