Excellent and stress-free purchase. I was very pleased with the quick turn-around and free shipping. Look forward to future purchases from this company.

I ordered 2 patagonia shirts for my fiance' on Thursday Jan 22 (internet). I requested regular free shipping (4-6 business days). I saw a Zappos box at my front door on Saturday Jan 24. I couldn't believe it - the shirts were sent second day air and delivered on the weekend. Great transaction.

I have been an avid supporter of Zappos since they started and have made multiple purchases (over 20 for 500-1000.00 in three different accounts just in the last three years) and until very recently highly recommended them to a broad constituent of clients and associates. ZAPPOS IS OVER. The orders over the last few months for several people I have spoken with have been incorrect, overpriced, mis-shipped and delay shipped. Now, my personal chaos with the now ABYSSMAL SERVICE.  
 
I tried to to get resolution from the company for the problem on the last order, (the last four have not been properly fulfulled). After repeating my request for order correction and notification several times over more than three days (for an order requested overnight) in nearly two hours of calls (two to the extremely egotistic and obnoxious person claiming to represent zappos customer service but apparently reading from a script, stating over and over that the warehouse and call center were at two different locations - so? Fix it!) and after listening to the rep talk in circles but never actually listen or provide anything near a customer service oriented statement or solution, when I requested escalation, prior to losing my cool (I am a conflict resolution specialist and have inordinate patience), she claimed to be from a higher department and the only escalation person in the company. She stated that she worked directly with Tony (the owner). I requested that she notify me of a convenient appointment time to speak with him. More talking in circles. More rudeness. More ridiculous commentary. NO CUSTOMER SERVICE. I’ve gotten similar, but actually better service from J&K Camera, a Bronx sham. Seriously.  
 
The indignant little rep who refused to address the customer, the issue or escalate with any respect whatsoever, then called back to state that my business was not required and if I didn’t like it I could write a letter. I had already written a complaint letter online, on the website after I had requested escalation and resolution three times and then twice requested a call back from a specific superior. No customer service response of any kind was forthcoming and the email was never responded to. My guess? She deleted the letter. She is after all, the head of customer service, she claims.  
 
I did a little online reading and apparently several people have become uncomfortable enough to write in, blog and comment online about the rising prices, lowering service and delayed/unpredictable shipping, in addition to other changing policies since the founder left it to Number 2. My guess is that they will last a couple more years and fold (even a terrifically bad business can stay afloat for a decade or more) unless they make some serious operations changes, like actually have oversight for obnoxious reps that destroy business by treating loyal customers horribly.  
 
In addition to my complaint not being addressed, my order not being corrected, my billing remaining incorrect (necessitating BBB and Consumer Affairs complaints as soon as I have time), the same rep disabled my account so that I cannot properly collect the information required to make complaint or further request for correction. NORDSTROM NOW HAS BETTER PRICES WITH UNQUESTIONABLY GOOD SERVICE AND SHIPPING.  

Zappos is one of the best online stores I've ever shopped at.  
 
I have ordered from them a dozen times. They always ship on time or earlier. And they often upgrade the shipping free of charge.  
 
There was only one time that I had to make a return, and it was absolutely a breeze. Return shipping is free and tracked, and everything.  
 
I now buy all my shoes there. Shoes is usually something you want to try on before you buy, but with Zappos and their fantastic policies, you can shop with confidence. And once you know your favorite brands and size, you usually know what to expect.

Fantastic! Went looking for two different styles of UGG boots that I needed for a trip. Nordstrom and Saks Fifth Avenue were backordered... Zappos had both styles in stock, shipped them out that same day (5pm order) and they arrived the next day. Fantastic service and great selection.

excellent service. bought timberland casual shoes available only at few stores. The price was comparable. Item as described. Delivery promised in 4-5 days but shipped next day air! no hassle return policy, freight paid both ways.

Ordered a pair of shoes online on 11/23/08 (a Sunday) and received them on 11/25/08 (Tuesday). The shipping was free and I was upgraded to next day air, which was a very pleasant surprise. Apparently this is a somewhat common practice so that's very good news. The shoes were a bit expensive (about $5 more than Nike's MSRP), but I was unable to find them anywhere else cheaper. I searched about 8-10 shoe stores in my area (Finish Line, Footlocker, Sports Authority, etc) and no one had them - and other online merchants were more expensive. The way I look at it, I got them for MSRP plus $5 next day shipping. Fortunately for me, the shoes fit perfectly. While I had a bit of trepidation about buying shoes online (due to size issues and possibly having to send them back) I would definitely look to Zappos first if I need to buy shoes online again.

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).

Great service. No problems. Take returns without any hassles.

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.