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!

This review was modified by its author, Paulsz, on 8/1/08 6:33 PM.

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.

This review was modified by its author, techmaven, on 8/19/08 10:57 PM.

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.

This is hands down my favorite online shoe company. I absolutely love Zappos! They are THE model for an online business in every way. I almost exclusively buy all of my shoes with them. Although sometimes their selection isn't as broad as I would like it to be, it seems that when I find other shoes on other sites, if I come back to Zappos in a couple of weeks, they end up having the same shoes as well.  
Their shipping policy of FREE both ways is unbeatable. Their advisement and posting of return credits is stellar. They always send you emails regarding receiving your return and posting your creidts. They are the fastest I have ever seen of any company I have shopped with.  
They will sometimes send you an email asking you to review the shoes you purchased. They are fair and post all kinds of reviews, which I always use to base my purchases on.  
Other online retailers could learn a lot by modeling themselves after Zappos.  
This online store rocks!

Excellent transaction. Zappos quickly processed order and sent UPS tracking number. Items arrived quickly and in perfect condition. Will shop with them again.

It's a very good website. There is so much choice. I bought some shoes and the shippement is very fast. You order and 2 days later, it is received. Moreover, if it doesn't fit or whatever, you can return the order, it is free. As soon as Zappos get it, you're paid back. Maybe it's a bit more expensive than other websites but it worths ! They work even on weekends !!!

My wife has purchased several pair of shoes from Zappos. Delivery is extremely fast. She's also returned two pair for different sizes. There was no wait to speak to a person. Shoes were returned shipping paid with replacement pair sent next day delivery. Last exchange was followed-up with a card in the mail, nice touch. I noted endless.com on these reviews and subsequently mentioned it to my wife. She checked it out and said they don't carry the "higher end" shoes she's interested in. I have nothing negative to say about Zappos!

Their customer service is consistently helpful and friendly, even through two exchanges on the same order! I placed the original order with 3-5 day shipping and was upgraded to next-day for free, a trend that continued through the exchange process  
 
Hands down the best experience I've had ordering shoes online; I will definitely be frequenting the site in the future

This store used to be excellent. They still have flawless customer service, but their prices leave a lot to be desired. They got rid of their 110% price match guarantee and now they are just overpriced. Most of their prices are usually a few dollars over MSRP. They say that they would rather have you pay for the customer service, but other stores especially endless.com (owned by Amazon) offer the same level of customer service and the competitive pricing. If they keep this up, I don't think they are going to stay in business too much longer. There is too much competition in the online shoe market to have high prices. Endless.com got my business in the past 4 orders I have placed, because they price match. I canceled a 248 dollar order at Zappos which cost me 186 at Endless for the same items after price matching. Not too many people want to pay a 62 dollar premium just for customer service that they may not even use. Good luck Zappos.

This review was modified by its author, dbb, on 5/6/08 9:56 PM.

Zappos carries a large selection of shoes in a huge range of sizes, including very hard to find wide widths (4E/6E). For more than two years, Zappos was my first choice for all of my shoe purchases because of the wide-ranging selection and 110% price match guarantee and free overnight shipping which made up for the fact their prices were always higher than most of their competition.  
 
Unfortunately, in February 2008 the company discontinued their price match guarantee and free overnight shipping, making them an overpriced choice for footware. You can do much better elsewhere, particularly when it comes to upfront cost. Shop around and use Zappos only if you have no other choice.

This review was modified by its author, phillipdampier, on 3/26/08 9:37 PM.