"I got online help from "Jake L."-- Seriously the best customer service I've ever gotten! And I work retail and I know how much some customers can be a pain in the ass. He was so genuinely nice when he answered my question. For sure shopping at Zappos again just because of his amazing service.
- Michelle"
"I recently ordered 3 pairs of Tiger shoes for my husband. The shoes he loves is discontinued, so I was happy to find it at Zappos. They shipped quickly too!"
"I bought a pair of of Timberland boots from Zappos. I wore them for a couple days but had to return them as they started hurting my bunion. Zappos gave me no hassle in returning them. They even paid the postage for the return. its customer service like this that will keep me coming back."
"I ordered a pair of pants from Zappos that were on sale. I don't typically like buying clothes and shoes online because I am very picky about how things fit but I figured with Zappos' return policy I had nothing to lose. So the pants arrived the day after I ordered them. Free overnight shipping! Seriously, who does that?? The only problem with the whole situation is that the pants were too long. Not the fault of Zapppos though, they sent me exactly what I ordered. So I filled out the return stuff on their website and printed a free return label, sent them back, and I got a full refund within about a week or a week and a half of sending them back. Not bad at all. It didn't cost me a penny and I got to try on some pants."
"Though my two purchases so far didn’t work out (for reasons unrelated to the service), the service was great, delivery and returns were super fast, and the online live chat staff members were very helpful and attentive when I had questions. Zappos.com is a noteworthy exception to wanting to avoid ordering shoes online — they eliminate a lot of potential headaches, and have numerous product reviews listed, enhancing the shopping experience. I highly recommend it!"
"I ordered a pair of UGG Tall Bomber Boots, and they were counterfeit! At first it did not hit me until I was weather treating my daughter's UGGs which were purchased from a department store. Nevertheless, I should have know because as soon as I opened the box, the boots were wrapped in white tissue paper; they were not in the UGG wrapping, the fur was rough, the stitching around the trim of the shaft was sloppy, and the label stitching was not completely sewn down. In addition, the box did not have the security seal on it!
When I called Zappos customer service, the first representative tried to tell me that "Zappos did not sell" me counterfeit UGG boots. However, when I explained the legality of it: "If I ordered FROM Zappos, and Zappos removed the money out of account, and the boots WERE delivered to me FROM Zappos in a ZAPPOS BOX, then Zappos DID sell me counterfeit UGG boots!" The most he was willing to do was send me a return packing slip and a $30 credit.
At that point, I requested to speak to a manager. The manager pulled up the boots that I bought and saw that they were actually returned by someone, and 'somehow' they did not catch the counterfeit. HUH?????? Nevertheless, their warehouse sent me the boots. Thus, Zappos is responsible!
As a single mother who is in graduate school, works in higher education part time, and has a child who is about to attend college in fall 2013 and a child in her first year of high school, the boots were selected because it was cost effective for me ---- and I needed a pair of warm boots. The manager, Ronnie, reimbursed my money and offered the $30 voucher. Unfortunately, there were not ANY boots left in my size 8 that I was interested in purchasing nor in a style that I liked on the website.
Where does that leave me? It leaves me without a pair of boots! Although she profusely apologized, I now have to go to a department store or order on another site and pay (more than likely) more money for a major screw up by Zappos at the expense of me.....a paying customer. AND.... I cannot use a voucher from Zappos. Therefore, I will either be without a new pair of boots or out of more money. I am extremely dismayed, upset, flabbergasted, and disgusted that Zappos' customer service/quality control department allowed this to happen. They should have offered me the pick on ANY boot for their drastic mistake. Selling counterfeit Uggs is illegal, and I will be sending this notification to UGG.
More importantly, I am extremely wary of purchasing from Zappos. If it happened to me, I am seriously wondering how many other paying customers are clueless about their purchase. Check your items when you buy here, but remember.....if they cannot fully render the situation, then you will be like me when you hang up the phone: A DISSATISFIED CUSTOMER!!!"
"I order shoes for my son on zappos and am happy with the service. the prices aren't great but shipping is quick and free and they have a great selection. returns are easy."
"I have ordered shoes from Zappos multiple times. Deliveries are always on time. Items are always in very good condition. Prices are only OK. It is not easy to find good deals. But, I will definitely be a returning customer."
"As a frequent customer of Zappos.com I was very pleased when they invited me to be a VIP customer. I get free overnight shipping and free returns plus other perks. I have yet to be disappointed with their service. There are certain things I wish they would do differently/faster, but overall my experiences have been positive. All told I might have 3 pairs of shoes that I've kept of the 20 or so I've ordered from Zappos without any problems with the return process (other than the 7-14 day wait time to get my money back). Everything comes well packed, clean, with return instructions very clear in the box. The prices are a little high, but if you are patient and keep your eyes open you may find some of your favorites at very competitive prices. My latest order of children's shoes is a good example of this. The PediPed Bailey Mary Jane usually runs about $50 at all other retailers, plus shipping. Zappos has it on sale for $39.99 with free overnight shipping. My daughter was in dire need of shoes and we had them the next day before 4PM. My previous order was of two pairs of Pediped shoes which my daughters were able to try on, put back in the box and return the box the very same day within 30 minutes of receiving them because Zappos also allows returns via USPS (and our mail had not yet been delivered that day ;)). I would highly recommend sending it back via UPS if you have the option though since they receive it much faster and can confirm and refund that much quicker."
"i like website, i like the way they do.. however they don't ship to my country. well i found the same shoes from www.pooz.com and even get free shipping. zappos isthe number 1 but they must offer international shipping."
"All around great service and products."
"Love, love, love Zappos. They're the best! Easy returns, great products, great service and wonderful people. Thanks, Zappos you come through every time!"
"Consistently excellent customer service!!!!"
"i asked that returned item be used as store credit. unfortunately, they did not listen to verified request and offered no further assistance. considering how helpful they were up to this point, i was extremely disappointed. "
"I love there 1 day delivery on their clothes. I ordered the wrong sized dress and was able to send it back for an exchange before the weekend!
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