"I really wish that I would have read the reviews prior to placing my order (of which I still have not received). it seems to be that it is common for delays in shipping from this company. I placed my order on March 4th. It says on the web site 5-14 days for arrival (which seems long these days for shipping). I called 7 days ago and was told they were not in stock and they would be shipping out in 2 days and I would get e mail confirmation...it is now 7 days later. No e mail. No product. It is true, the lady who called me back was very friendly but this company has lost my business. There are a lot of places to order shoes from these days where you get your product within the week.

4/5/12- After posting this review, I was contacted by the owner of the company and within a few days my order was shipped and he credited my account for having to wait 1 month for my product to ship....I greatly appreciate him going above and beyond to get my product to me. I am happy with my shoes.....Customer service was great; they went above and beyond when they realized there was a problem. I did wait 30 days for my shoes yet I would say this company does correct their mistakes and take care of the customer when there is a problem and compensated me for their delay.
"

"An hour after posting the review below, I received a call from Rebecca in ZBSports customer service. This was followed by a call from James Hoisington, owner of ZB Sports. Both were very apologetic about the delay, explaining that there was a delay from Asics in shipping my running shoes, and that they were working to resolve it. James followed up with several other calls to update me, waived all charges, and shipped the items 2 Day Air. I received the running shoes today, along with 2 free pair of running socks. Customer service doesn't get better than that! Thanks ZBSports for making lemonade out of lemons.


My ZBSports experience mirrors a number of others reported here: ordered item on 3/14/2012 that was supposed to ship in 3-6 business days. I received an immediate email confirming my order...and that was the last I heard from ZB Sports. On biz day 7, I called ZB Sports for an order status, waited on hold for 10 minutes, then gave up. I sent an email telling them I was cancelling my order. Still no response 12 days after my order. My experience leaves me to wonder whether ZB Sports even exists and if anyone actually works there, since I can't seem to elicit any response from them. My advice: Shop elsewhere, as I just did."

"About an hour after I posted below, I got a call from James, the CEO/owner/president/dream maker at ZBsports. He was very upset about the situation and made it a priority to look into the issue. It seemed - and at no fault of ZB - that there was a hold up at the Keen factory and they were being less than helpful. James called the company and had them put a rush order on the shoes. He also sent them to me in two sizes so I could ensure a good fit.

He was great and he kept me updated every step of the way. He was determined that I would have my shoes before I left -- and I received them yesterday! I'm so excited!

I have nothing but wonderful things to say about how this situation was handled and the company. Despite it being an issue on the manufacturer end, they really went above and beyond. They really take pride in what they do and are dedicated to making things right, and ensuring that the customer is satisfied. Something you don't really encounter anymore.

Thanks, James! You guys are awesome!

__________

I am kind of disappointed in ZBsports. I read all the reviews and everything seemed really great. I ordered some Keen sandals (on February 24th) for my honeymoon to the Galapagos Islands (we leave on March 15th) thinking three weeks is more than enough time. Okay... so we haven't left yet... that's not the issue. It's that they say they will leave the warehouse in 3-6 days, it's now 10... and they are no where to be found. No one can figure out where they are or why they haven't shipped. One customer service person was supposed to be looking into it, and she was going to call me back, but never did. I was really excited to find a store that wasn't ripping me off... but now I am most likely going to have to go to a local place and just purchase some anyway.... So, moral of the story... order MONTHS in advance, and don't trust the shipping times."

"At first I had an issue with the item I ordered wasn't in stock, but the owner called to make things right which I really appreciated. "

"I have been a steady customer of ZBsports for nearly two years. Customer service has been excellent, especially if you call and are assisted by their great rep, Becca. The prices are fantastic(best Arc'teryx prices to be found) and even better if you become a VIP member. This is a wonderful store with helpful, knowledgeable, and friendly personal service. I highly recommend this store and their terrific staff. Fast and undamaged shipping. No problems with returns or exchanges. Keep up the great work, I'll be ordering more gear soon."

"I LOVE LOVE LOVE my mountain hardwear jacket!!! I have been looking around for a while for this specific jacket (I ordered the women’s monkey jacket in gray). I found ZB through an internet search and they offered this jacket at a competitive price. I ended up going with ZB because their price was fair and I liked that they donate a percentage of sales to charities J"

"I've been a long-time ZB customer and recently had to do my first return/exchange with them. This was through no fault of the people at ZB - I just still insist I'm a smaller size than I actually am :) So I called the folks at ZB and told them I needed to size up in the jacket I had ordered. No problem! easy and smooth transaction!"

"I don't normally leave reviews, but since there seemed to be mixed reviews for Zb Sports, I figured I'd put my two cents in!
First of all, I'm definitely shopping with ZB again and I'll be signing up for the VIP membership. Its unbeatable - you get free shipping on all orders, and 10% off vip eligbable items!! I am also impressed that they donate to charity. Yup! They let the customers vote for their favorite charity, they choose the top 3 and then donate 1% of net profits to each! That made me feel pretty good about buying from them, even though their prices were the most competitive anyway :) I'll definitely be a regular Zb Customer, Their prices are great, and I had no problems with my order. It arrived promptly and I looove my new shoes. thanks ZB!!!"

"Absolutely the most non existent customer service I have encountered.

I ordered 3 pairs of shoes and wanted to change the order. The shoes were not scheduled to ship for several days. I tried to contact customer service 5 consecutive business days via e-mails per their web site instructions. They claim return contact will be made within 24 hours. There was no return contact.

At this point, I tried to call ZB Sports on the 6th business day with the intention of canceling the order and was directed to voice mail with the promise of a return call within 24 hours. No return call and one more call attempt the next day with no reply. Ten days after the initial order, I receive 2 automated e-mails informing me of shipment.

As stated, absolutely the most non existent customer service I have encountered. If you expect more from a company you spend your money with, stay away."

"EDIT:

Following my initial disappointment with the company, the president of ZB Sports James Hoisington called me to see how he could make things right. He is truly a paragon of customer service excellence, and you can immediately tell that he strives to make each of his customers as happy as possible. How many people do you know that will call on sunday night to try to rectify a situation?

I was offered an additional discount and an upgrade to overnight shipping, despite my insistence that it was not necessary!
I received the item today, and could not be any more pleased with it. Brand new, as described, and at a fantastic price. I hope to shop at ZBSports more in the future, and I will be sure to give them a little more credit before slamming them.

Please give ZBSports a chance. They may not have the sophisticated inventory/automated email status updates that larger companies use, but they have an excellent attitude about serving their customers and are dedicated and passionate about the items they sell!

Thanks again!

Original Review below:

Let me begin by stating that I am no stranger to the world of customer service. In my profession, on a daily basis I deal with upset customers and try my best to make everyone happy. I understand the impossibility of appeasing unreasonable customers. I am not that type of customer though.

In short, I placed an order 10 days ago for a jacket that stated "Ships in 1-2 business days" with "2-3 day priority shipping", and received no status updates.

I sent two emails, days apart, inquiring about the status, with no response.

Eventually I found time to call customer service directly, and was informed that the manufacturer had a delay in shipping the product to ZBsports warehouse which would be corrected. I was told that they would receive the product next week and that I would be upgraded to 2 day shipping upon its arrival.

I have been told that I am to receive my order by the end of next week. Which makes my total wait time slightly under three weeks (contingent on the idea that I actually do receive it). I am aware that it was a problem out of the control of ZBSports. However, a status update would have been appreciated, and/or a response to my online inquiries.
When I got through to customer service, the representative was empathetic and acknowledged the mistake. But had I not directly called them, who knows if I would ever have received an update?

The prices at ZBSports are excellent, and their charitable mission a virtuous one unlike nearly all major corporations.
But I can't recommend this company, unless you don't mind frustration and waiting weeks without hearing anything about your 435$ order.

At this point, I am still hesitant in believing if I will ever receive my order. Meanwhile, I am considering buying something else in a store for use early next week, since this won't arrive in time.



"

"I bought a pair of Brooks sneakers for my wife from the ZB website. Customer service called to let me know that the sneakers I order wouldn't be available for a few days and they wanted to make sure I didnt need the shoes for an event like a marathon. Thats what I call customer service. I'm impressed and I'll be shopping with them again."

"My experience over the course of the last month with ZBSports has virtually been one of the WORST experiences I've ever had. I ordered a bag for my friend's birthday to be delivered the first week of January. It arrived on time, but was a pair of men's shoes that should have been sent to Wisconsin. Not only did they send me the wrong package, I had to spend time waiting through hold music, track down the right information and inform ZBSports of their error. I left two voice mail messages, have e-mailed every other day for a week, and still three weeks later my friend still doesn't have his birthday gift! Shockingly, I got a response on Saturday with an e-mail for a packing slip, but it wouldn't print. Next I'll have to take the wrong gift to the post office and yet my friend still won't have his bag. I have NEVER had this much difficulty ordering things online AND I will NEVER order from ZBSports AGAIN! "

"Initially, I had a less than desirable experience with ZBsports. However, the owner of the company eventually contacted me and was very apologetic about how I was treated, and made no excuses for the customer service. Since then, communication has been excellent and he is doing everything in his power to find me the product that I'm looking for despite it being currently out of stock. I've been impressed with how he has dealt with the situation, and would do business again."

"We had an initial problem with the return of my shoes but ZBsports was finally able to accommodate my return request. Since then they have updated their return policy which will eliminate further return issues. Thanks for the great customer service the owner provided, I will use them i the future."

"The President of ZB Sports, was quick to communicate directly with me, multiple times, to correct an error with a shipment of a Parka from a supplier. He personally went to bat (how many company presidents care enough to do that!)to remedy the situation, and got the supplier to replace the shipment, (via overnight Fed Ex) and followed up with me to be sure everything was made right. He even left me his personal cell phone number so he could be sure that I was a satisfied customer, which I am.

It's good to know that there are still gentlemen around who care enough to satisfy a customer. I think I made a new friend."