Zappos Reviews 627

I am a long-time Zappos customer and have purchased a lot of clothing and shoes from them and have never had a problem with this store. But recently I noticed that the delivery times do not correspond to the information stated during checkout. The delivery date also changes at the time of order. Lately, the customer support service has not been solving problems at all!
I sent reviews about my orders, but I was never credited with VIP points, even though I am a VIP customer. I contacted the support chat, the operator promised to manually credit me with a $2 bonus. The next day I discovered that the operator had converted 200 VIP points from my account into $2. That is, my account had 895 points, but it became 695 points + $2 bonus, although it should have been 895 points + $2 bonus. I contacted support again and during the conversation the operator simply ended the dialogue by closing the window, without solving my problem. This went on several times. I am very upset by this attitude and I think I will no longer shop at this store.

They canceled my order and oversold shoes they didn’t have in stock. Waste of time

I am leaving one star with a heavy heart. The only reason I am writing this is in hopes that if anyone else receives an email like I did that is 100% unfounded they will also bring it to the attention of Zappos.
I have been a VIP customer for many years, never a single problem, LOVE Zappos.
I recently received an email accusing me of a high rate of "worn" return items. I have never received any communication about a particular return having problems and have not even made any returns in quite a while. But more importantly, I have literally NEVER, NOT ONCE, returned a pair of shoes that were worn outside of trying on inside my home and walked in on a clean surface inside for more than 5 minutes before returning. I notified Zappos and they really did not have an explanation nor any specifics they could offer about which orders were marked by their warehouse as worn returns. In a second email I let them know they might want to look into their warehouse process as it seems that there might be an issue with brand new returned items being mis marked and I would be curious as to what happens to those items that are marked that way and is someone taking them and re selling them? Very bizarre and concerning. Going forward I will either not order from Zappos or I will be taking photos and videos prior to any return and including that along with any return item.

Update- Zappos response here is the same thing the keep saying. I have asked for specific information on which returns they claimed were not in brand new condition and they can’t or will not provide that information. Again and for the final time- this accusation is 100% false and they must have an internal problem.
I have taken a lot of time to try an investigate and clear my name and I am pretty sure a guilty person would not do that.
Again, never, not one single time, not ever, have a returned anything worn or otherwise described in there accusation. The fact they wouldn’t take the time to investigate and provide me with specifics is shameful given my very long standing relationship.
Oh well, moving on, no more Zappos for me.
Cheers.

We had initially ordered from zappos of Amazon and that did not work out so well. Reordered through zappos themselves and customer service was great!!

I was hesitant to buy because of the negative reviews but they were the only company that had the flip flops in the color and size I wanted so I ordered from them signed in with my Amazon account paid through Amazon got an email right away about my order then an email from Amazon confirming payment through them and the next day got an order shipped from Zappos with a delivery date and tracking so I had a good experience with them update: shoes were delivered in two days brand new also ordered a second pair they shipped the same day and delivered in two days brand new great experience will order again

I've been a long-time Zappos customer and have always been happy with their service. Returns have been easy. And since Zappos became associated with Amazon I receive priority shipment speed that's usually 2 business days. Their selection is expansive and they maintain a sufficient inventory to ensure that my style and shoe size is available.

The negative reviews on Trustpilot are completely at odds with my experience. As a long time customer I've never once experienced a problem with Zappos. They've been great and I wouldn't think of getting my shoes elsewhere.

Terrible company and they are slick scammers! They denied my job Amazon to cover my timberland boots. Totally within the budget.

They want you to buy bs and guess what?? Under that crappy shoe program, almost every single pair was double or triple the allotted budget.

So basically they wanted my employers $$$ and my $$$.

My boots were garbage and felt like high-heeled shoes.

Dishonest business practices. Please folks, just go to a more reputable shoe company. They are truly trash!

I placed an order for boots and got a confirmation that it had shipped and then....nothing. 6 days after I should have received the order I reviewed the UPS tracking and it said the shipment had been canceled. After 30 minutes on the phone with them, Zappos did nothing, they said they couldn't get the original package to me, they had no more stock of my item, didn't offer me a different color of the same item even though many other sites had it in stock. I got a refund and disabled my Zappos account as I won't be using them again.

Zappos has gotten to the place of taking a long time to ship an order. I have purchased many orders from them and was a VIP but now they could care less with quick shipping!!

I never got any updates on my order and I sent many emails and never got a response and I even asked for a refund

This was a good company until Amazon bought it and destroyed it. I would not do business again with them if my life depended on it. Ordered a pair of coach shoes with a promised delivery date and they just vanished in shipping saying nothing but shipment delay. Kept telling me it’ll show up, it’ll show up, it’ll show up 2 1/2 weeks later I’m still waiting and had to literally dispute it with PayPal and my credit card to resolve. They became a scam company just like Amazon their parent company. Anything Amazon touches they poison

Prices are not the lowest but the service and policies more than make up for it. I was able to exchange sizes without any additional expenses and the whole thing took less than three days.

Also the utmost respect when speaking with someone on the team. I love this company

I ordered a pair of Oofos as a gift. Light blue, women’s size 7. Two days later my box arrived. They were Oofos, but Navy and women’s size 10. I called and an exchange was done. Two days later, the next box arrived. The exact same wrong pair arrived. I was told an exchange couldn’t be done because only one exchange was allowed. Say what??? A “work around” was made, but they made it seem like they were doing me a favor.
The third pair arrived and it was once again, the same WRONG pair was sent. Obviously there is an inventory issue at Zappos.
In my opinion, I felt this should have been escalated to a management level so I could have the correct pair of shoes sent to me, whether at a discount or free, doesn’t matter. I simply want the shoes I ordered. Instead, I was told that it would take weeks for the warehouse to straighten the issue out and I could either get a full refund, keep the wrong shoes (size 10???) or buy a different pair of shoes.
Oh yes, I also had to make three trips to UPS to return the wrong shoes.
Why was this treated as no big deal? My confidence in this formerly reputable company is, sadly, very low now.
I will say the customer service reps I talked to were all extremely pleasant. I just wish at some point they had been given the opportunity to pass my issue on to management to get handled properly.

Update: After posting this review, I received a response from Zappos (below). They emailed me asking me for the order numbers of the mix up and said someone would be in touch with me, but I never received any further communication. I did however receive a full refund for the original pair of shoes, and the correct pair of shoes I ordered, but this time they came from Amazon, who I believe owns Zappos. All in all a positive outcome.

Thank you, Zappos, for sending me the correct order after fully refunding me. That was very generous of you. I just wish that had been what you deemed the appropriate action BEFORE I had to write a bad review.

unfortunately, not the same zappos we used to shop from - as of this writing/review, it was verified 26 days ago that sneaker return arrived at warehouse- have heard three different versions of why the refund has. it been processed yet…so quick to process payment, but how about the same for your customer service refunds?
I have provided the order number- ordered 10/26/23, returned verified at a warehouse on 11/1 - no refund as of 11/26/23- at that point in time I let my credit card company know about the situation and turned it over to them to see if they could get the account credited from Zappos. Thankfully, my credit card Chase, provided customer service and credited the disputed amount for me. Meanwhile, until today, 12/5/23, I have heard absolutely nothing from Zappos. All information has been provided by email, phone, and through here- so the “request for more information “ seems a bit ridiculous.

Was a pretty trash experience they wouldn't verify my visa to pay for the remaining balance for my order so I ended up having to cancel part of the order so it would go thru via the gift card I had for the other part of my order which in turn caused me to lose my discount on the insoles I tried to order. W hat's really sad is they emailed me leaving a number to call if I had questions so I called the number emailed to me by zappos and all I get is it's a dead number which called
3 times making sure I didn't dial the wrong number and it gos to a vm telling me it's out of service pretty sure this place is a scam after all the bs that came with an order that should have been simple. Buyer beware !

Not sure why bad ratings. Isn't hurting Zappos in least bit. Probably bots trying to influence. So let me change the tide.

Good company, solid product offering, good support and fast shipping. There!

I ordered some Birkenstock clogs for my daughter the Sunday before Halloween. I kept asking if they made it and they had not. They had been lost in the city. I called CS and they sent a another pair refunding the first. Those arrived and they were the wrong shoes. They were sandals instead of clogs. The box had the correct description but the contents were switched. I called on a Sunday to get it resolved by their 24x7 365 day team and they could not send the shipping label or issue a refund. They asked me to call back tomorrow when someone else can fix it. I have already wasted so much time for 1 pair of shoes. - Their hold music also sucks.

Horrible! Slow shipping ! VIP is a joke. Site changes delivery dates after you place an order. Slow refunds due to returning to many shoes. Weren’t they a shoe company? Isn’t that what you do ? Try on and return if they don’t fit?

Everyone refunds upon return scan now. Shop elsewhere for faster shipping and returns and better customer service

I recently purchased four pairs of shoes totaling $480.15 from Zappos' subsidiary, '6pm', and had the following horrible experience:

I ordered each pair of shoes indicating the correct size on the order but when received, they were all one size too small--Strangely, the shoes are all marked with the correct size (9).
--I proceeded to call them and their greeting states they're open from 9am to 8pm, seven days a week, but then are told to call back when they are open.
--I then went online and attempted to call their live chat agent but as soon as you enter your name receive a message that your session has ended.
--I then attempted them at the email listed on website and received no confirmation my message was received and that someone will respond shortly.
--So I decided to just send the shoes back just so I can get my money back and the UPS agent said the return label required that I pay the $20.00 postage.

I only took a chance with this company because they're owned Amazon so I figured they were legit. Boy was I wrong.