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2.0 19 Reviews

Zappos Complaints Summary

5 Resolved
14 Unresolved
Our verdict: When using services from Zappos with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Zappos reviews & complaints 19

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6:29 am EST
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Zappos Orders/shipping

I have been a Zappos VIP member since July of 2011. I loved the service and shipping and have recommended them for years. Once COVID hit, of course shipping times went to crap. That beautiful overnight shipping was a thing of the past. It was ok for a while. We are way past where we were in 2020 and I feel COVID is no longer valid excuse for poor shipping times. I used to be able to order something by 1pm and it shipped out that day. I received the package the next day or at worst the day after. Now, I made 2 orders on 03/04/23. As of 03/08/23 the orders have not even shipped! Customer service said my items were “definitely shipping by the end of the day 03/07/23.” Of course, that did not happen. So, now customer service says that my “package will definitely ship on 03/08/23 because she checked with her team.” Also, somehow customer service claims my packages will be here on 03/09/23 (the estimated shipping date I was given on my order.). I need these shoes for a trip and we leave early Friday morning. I will be shocked if I actually receive the items in time. So now I get to go buy shoes again and waste my money due to poor customer service and poor shipping. You can’t blame this on FedEx when Zappos has been unable to actually get the item on the truck to go out for shipping in 4 days. I will not order again and will not recommend Zappos again. The service has gone to crap and you can’t even get major shoe brands, like Nike, anymore.

Desired outcome: I would like the shipping and processing times to be fixed. Stope making excuses for poor customer service.

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7:51 am EDT
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Zappos Uggs

I ordered shoes last week. For my sister bday. I get an email yesterday when they were due to be shipped, saying theres a problem with the card? What, why am i hearing this now?

So I call to resolve, they cant.

I have to use more of my time, to call back, because the wording in the email is not true; and either is your website.

I will be filling out as many google forma as possible to spread the word.

Thanks for ruining my sisters bday; our mother just passed and she needed a good day. The shoes my mom buys her, didnt show up, because of your company. Nice.

Desired outcome: To have the shoes shipped yesterday, for a problem to be resolved the time of not the shipping date- its too late; so at this point a credit which also doesnt make sense. You tell me!

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1:46 pm EDT
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Zappos horrible customer service

I ordered several pairs of shoes in several sizes from Zappos, which i smy practice and i have been a customer since ht ebegingn of this company. The box never arrived. I called them and they left me on hold for almost a half hour transferring me all around. They said the. box didn't come back to them. Well, it must have been lost or stolen and i asked they send a second shipment but they said they wont until the first comes back or i have to pay again. seriously? don't they have insurance for stolen things... so now i have to make a dispute with my credit card company because they wont give me my money back. i have spent literally thousands of dollars with these people and they are acting incredulous that the box did not arrive...

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4:10 pm EDT

Zappos Zappos is refusing to refund me for my returns of $1500 - says they have not received them

I ordered a very large shipment from Zappos $8000), and because I had just moved, I misplaced a few packages and didn't realize I had received them. I then called Zappos and told them I found the packages. I then found that Zappos had put a hold on my account for fraud after this, even though I had been a loyal customer for 10 years and never had any problems. I was made to facilitate my returns with a representative in Jamaica, who made several mistakes on the returns label, mislabeling the sizes of some items. She told me, "Don't worry - they will individually scan each item and refund you." Now Zappos is saying many of these items were not received to their wharehouse, and are refusing to refund me over $1500. I have made countless phone calls, emailed customer verification, and they are still refusing to work with me. I sent them the documentation of my return receipts, and they said "we don't open attachments." I'm not sure how else to send the evidence? I have disputed with my bank, and now I am disputing a second time. I may have to sue them in small claims court. I have never had such a frustrating customer service experience, and I believe Zappos does not scan items individually in the wharehouse if you are not set up to get automatic refunds when you send returns (they did not give me the option of returning my own items through the system, because of the hold on my account they made me call to have a representative make the labels).

Desired outcome: I would like my money refunded

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12:45 pm EST

Zappos new balance running shoes

My problem is all the New Balance running shoes I purchased there seemed well used and reconditioned. Zappos has a 365 day return policy so many runners take advantage of that policy and run in them for several hundreds of miles over several months and return them. New Buyers then unwittingly buy well used shoes cosmetically reconditioned with non visible extensive usage to the internal running support the shoes were originally designed for and only purchased for.

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7:30 am EDT
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Zappos non responsive customer service

I have ordered many times from Zappos. Everything went fine with them shipping the products via UPS with signature required. Last order ($106.33) was shipped USPS without a signature needed. U.S. Postal leaves the package IN THE LOBBY of a large apartment complex in San Francisco. I'm NEVER going to get that. Good God. The package was stolen. What a surprise. I wrote 3 kindly worded letters to '[protected]@email.zappos.com' (their posted contact email address) explaining my issue. I spent quite a bit of time drafting the letters including many details, along with my shopping experience with them. The letters were spaced about a week apart to allow them time to reply. Asking to please reship the one pair of pants and 2 caps via UPS with signature required. I have heard nothing in reply. I'm now making payments on a credit card for something I never received. And apparently no one cares.

Summation:

Zappo's is making me financially responsible for a mistake they made (not requiring a signature at delivery) and the mistake the delivery service (USPS) made that they had conscripted. That's just dandy.

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2:37 am EST

Zappos Recent order

I'm extremely disappointed with Zappos, I bought many things from them and was always satisfied with prices and quality.
About a month ago I bought a pair of Nikes from this store and when I received them they were dirty. I contacted Zappos and was expecting to get high quality service, but after I explained the situation they simply said that was not their fault and responsibility. They claimed they stand behind their products and that they are sure that there were no stains when shoes left their store. As a customer why should I worry about that? That was their responsibility to find out what happened and they were supposed to fix everything! At least that was what they used to do in the past.
What happened to Zappos? Good old Zappos would never abandon its customer! Terrible service, I'm very disappointed!

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9:28 am EST

Zappos Will never buy from Zappos again

I purchased several times from this site and had many issues with them. I was pretty satisfied with the quality of the shoes but these guys from Zappos made too much mistakes. They sent me wrong sizes, wrong shoes and etc. I wasted a lot of money when I sent shoes back. My last order was also messed up. Shoes were way too small and this time I did not even bother to return. I do not recommend this website, it's very hard to deal with them.

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John2019
, US
Jan 19, 2019 12:39 pm EST

Many complaints on here seem fake and same wording "Great Price and quality." My problem is all the New Balance running shoes I purchased there seemed well used and reconditioned. Zappos has a 365 day return policy so many runners take advantage of that policy and run in them for several hundreds of miles over several months and return them. New Buyers then unwittingly buy well used shoes cosmetically reconditioned with non visible extensive usage to the internal running support the shoes were originally designed for and only purchased for.

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2:12 am EDT

Zappos Customer unfriendly

Purchased a pair of sneakers from this website and Zappos gave me nothing but headache. First of all they promised me a discount but never applied it and charged me the full price of the product. When I contacted Zappos customer service they said that there was nothing they could do. The second problem was that my sneakers were two sizes smaller than I ordered! Contacted them again and asked for a refund, but they refused. Then I asked for a replacement and they said no again. These guys are the worst ever! Zappos is the most customer unfriendly company I have ever dealt with!

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5:01 am EDT

Zappos Scam charges! Stolen credit card information

After I purchased something from Zappos someone started to use my credit card and made several online purchases. It happened like the next day after I made my order. I asked Zappos what was going on and how did someone got my credit card information. They did not reply anything.
They actually did communicated with me about all kinds of different stuff but every time I asked about my card they ignored the question! Such a scam! Contacted my bank and had to cancel my card!

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Michael Wellington
, US
Sep 19, 2016 4:02 am EDT

Hey pal, the online stores usually don't keep your credit card info, it all goes via encripted servers of the billing system.

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3:56 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Zappos Customer Information Compromised

SO, I got an email from Zappos yesterday stating: "We are writing to let you know that there may have been illegal and unauthorized access to some of your customer account information on Zappos.com, including one or more of the following: your name, e-mail address, billing and shipping addresses, phone number, the last four digits of your credit card number (the standard information you find on receipts), and/or your cryptographically scrambled password (but not your actual password)." THIS OBVIOUSLY IS VERY CONCERNING THAT THEY ALLOWED THIS TO HAPPEN TO THEIR COMPUTER SYSTEMS WITH ALL POSSIBLE DISREGARD FOR THEIR CUSTOMER PRIVACY / ONLINE SECURITY AND IT MAKES ME SICK! BEING SUCH A LARGE CORPORATION OWNED BY AMAZON IT IS UNCALLED FOR TO LET SOMETHING LIKE THIS HAPPEN AND THEY JUST SEND AN EMAIL LIKE "OOPS SORRY WE MADE A BO BO THANKS!" K guess what? Think in this day an age as customers there are not like 100 other options? I WILL TELL EVERYONE I KNOW TO NOT SHOP (ZAPPOS, 6PM, AMAZON, MYHABIT, ETC!) NO NEED TO TREAT CUSTOMERS THIS WAY AND I SAY PEACE OUT NO MORE BUSINESS FROM ME OR MY FRIENDS!

CONCERNED CUSTOMER

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anna 1985
, SE
Jun 17, 2014 6:51 am EDT
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Hi I didn't know that ZAPPOS, 6PM, AMAZON, MYHABIT are the same but now I realise that all of them has the same problem they have a problem with customer service and also with shipping and sometimes with quality of the items...this is good to know ...

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derekstevens
, SE
Jun 16, 2014 6:54 am EDT

I am not satisfied at all about the quality of their products, I ordered from them and my item not reached in the best condition...they have a lot of things nice on their website but with this delivery next time I will think twice

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keepingithonest
, US
Feb 16, 2012 3:27 am EST

I have bought from Zappos before, though it has been over a year, I still have an account with them so I know my personal information was compromised too. I love Zappos outstanding service but disappointed in their recent security measures. I do keep in mind though that they aren't the only company out there that has fallen short in this area before. Internet crimes and identity theft are big problems that sadly aren't going away anytime soon. Yes Zappos could have encrypted all important customer information (email, phone number, address) not just password and credit card alone but I believe they will learn from this; I base this on Zappos business ethics and action to the situation. Overall if it wasn't for their trusted honest service I would have left Zappos after this incident but they are genuinely trying to please demanding customers in any way possible and so I don't doubt they are doing the best they can. And no matter what company you do business with you aren't 100% safe.

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12:42 pm EDT

Zappos Fraud

Zappos allows easy fraudulent use of credit cards.
My credit card number was stolen and used at Zappos to charge $400 fraudulently.
This is easy to do because

1. Zappos will ship to any address you want- does not care if it matches the billing address.
2. They don't require the cv2 security code printed on the card to insure you actually have the card you are using.
When I called to complain, they would not give me any information about the order or confirm it was fraudulent. They just said to contact my neighborhood police dept.

Yeah - I'm sure they will put that at the top of their list of crimes to solve...

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7:15 pm EDT

Zappos Bad customer service

The following chat came about when I noticed a UPS sticker on my front door, saying a signature was needed to receive my Zappos packages. Not just a signature, but a signature in front of the delivery person, who, was there earlier and could not drop off my items because of a random case-by-case policy, as you'll read when I inquired:

Customer Chat (Zappos)

Chat Transcript

Please wait while we find an agent to assist you...

Thank you for chatting it up with Zappos today, my name is Jordan R and I’m happy to assist you.

Jordan R: Hi Scott, I can take a look.

Jordan R: Do you have an order number I could reference?

Scott: Thank you

Scott: Yes

Scott: XXXXXXXXXX

Jordan R: Thanks for the order number. I apologize for the inconvenience. PayPal requires us to have a signature requirement on large orders as a means of verification.

Scott: Why was I not notified of that policy?

Jordan R: There is no set dollar amount, it is done on a case by case basis. I'm very sorry about that. If a credit card was used it would not have been a problem.

Scott: I would not have ordered from Zappos had I known that was the policy. How would I have known to use a credit card to avoid this?

Scott: And a case by case basis is also unacceptable. I was expecting to have these items today.

Scott: Additionally, I don't even have the option to sign the UPS form authorizing delivery without signature. It says a signature in front of the driver is required. Totally not acceptable.

Jordan R: I apologize for the inconvenience. PayPal has very strict rules that we have to follow. UPS should reattempt delivery tomorrow, or I can have the package returned to us and we can issue a refund for the order.

Scott: I am not home during the day.

Scott: If I had known of such a ridiculous policy, I would a) not have ordered from you or b) at the very least, ordered less just to receive delivery without a signature.

Scott: I don't care if the rules are strict as long as they are indicated to me.

Scott: And that they are not arbitrary. A case-by-case basis does not even sound legal.

Jordan R: There are many factors taken into consideration. I'm very sorry about that.

Scott: Your company has required a signature. How would you like me to sign for this while I am at work?

Scott: At the very least, you could have chosen the option that allows me to authorize them to drop it off. But it requires a signature in front of the driver. How is this practical? How is this meeting my expectation as a customer?

Jordan R: I understand it may be hard to be home during the day to sign for the package. I can definitely have the order returned to us if you would like so UPS does not keep trying to get a signature.

Scott: Additionally, as soon as your company knows this is what I'm going to have to go through, why not send a notice to me, so I am not fooled into thinking I would have it on time, which I am now not getting.

Scott: This is absolutely ridiculous. So I get no clothes, and if I would like my clothes, I have to stay home from work all day and hope I'm here when the UPS guy is here? These are clothes - not a flat-screen TV.

Jordan R: We do send an email with the tracking info, which depicts that a signature is required. However, there is no separate email regarding the requirement. I'm very sorry.

Scott: Absolutely unacceptable. So if I cancel the order and then re-order in several shipments, there's no signature required? Not to mention the fact that it's not even a lot of money. Your can-do-no-wrong service team needs to make this right.

Jordan R: If you place a smaller order or use a credit card the would not be a signature requirement. However, both UPS and PayPal have a say in the matter as well.

Scott: Smaller order meaning financially? It is a small order.

Scott: And if UPS and PayPal have a say - that's your company

Scott: company's problem in setting expectations.

Scott: This is ludicrous. How would i even get this delivery if I wanted it? I don't see how.

Jordan R: Unfortunately, Zappos and PayPal don't consider that a small order. I'm very sorry.

Scott: Your team needs to make this right. Cancelling the order is not making this right. It's getting you off the hook.

Scott: Oh, so Zappos does have a say?

Jordan R: The policy was set inconjuction with us and PayPal.

Scott: And, I thought it was a case-by-case basis? Which would mean you arbitrarily decide who gets inconvenienced.

Scott: Yes, you and Paypal. So YOU could have come up with a better way.

Jordan R: It is not arbitrary, as I said there are multiple factors taken into consideration.

Scott: For example, allowing me to sign the UPS form and allow the driver to then drop it off on his next route.

Scott: And what are those factors Jordan? And, again, why don't you set the expectation with a user?

Scott: How can you remedy this Jordan? I need a solution. Not poor defense of what happened.

Jordan R: Unfortunately, since this is a PayPal order we have very limited options. We are not allowed to change the shipping address for PayPal orders so I can't change the address to where you may be during the day. The only change I can make to the current shipping is to have the package returned to us.

Jordan R: I'm very sorry, I'm not trying to let anyone off the hook.

Scott: This is an excellent example of when puppets, pizza parties and Halloween parades may seem "cool", but aren't real customer service.

Jordan R: If a credit card was used I could have changed the address and have it shipped to any address you may be at.

Scott: Who can I speak to further about this situation? This response is unsatisfactory.

Scott: Jordan, stop referencing a credit card - because unless you tell a user upfront that information - it is useless.

Jordan R: You can either send an email to [protected]@zappos.com or you are more than welcome to contact us by phone at [protected].

Scott: Customers use PayPal without knowing of ridiculous rules like that. They think they are just paying for something.

Jordan R: I understand, unfortunately they have very different restrictions than a traditional credit card.

Scott: This is such poor service that you need a bright red banner on the cover of your homepage stating this policy.

Scott: How do we cancel this order Jordan? I will cancel first and then follow up on the service issue. I will also be sure to announce this online, as it is unfair to consumers.

Jordan R: I will contact UPS and have the order turned around right now for you. Once we have received the package we will issue the credit back to the PayPal account that was used.

Scott: That seems unfair to me. Why should I have to wait to have my account credited?

Scott: This is because of your lack of notification. i should not have to wait to be credited.

Jordan R: We would not be able to issue an advanced refund for an amount that large. I'm very sorry about that.

Scott: Where do the customer rights come into play here? This is starting to feel like a Better Business Bureau topic.

Scott: You can't deliver the order even though I paid for it? And you can't refund it even though I paid for it? Are you understanding how ridiculous and unfair that sounds? I mean, do you see the concern here?

Jordan R: I definitely understand your frustration. Many people are unaware that using PayPal can cause additional restrictions.

Scott: You need to make an exception on one of these policies. Either deliver it without signature or refund this today.

Scott: Of course they are unaware. You don't mention it anywhere in the experience of buying from you online.

Scott: User clicks PayPal - notification pops up - "Please be aware this will require your signature on delivery. If this is problematic, you should pay with a credit card.

Scott: That's all you have to do to alleviate this and not outrage thousands of customers.

Jordan R: I was referring to restrictions involved with using PayPal in general. Many websites have different policies for PayPal since the vendor does not have access to the billing information.

Scott: Anyway, your choice - change the delivery signature on this package or refund this today.

Scott: Jordan, you're making ridiculous arguments on something that makes no sense. You should be helping me. You are defending something illogical.

Jordan R: As a one time courtesy we can issue the refund back. Please keep in mind that we would have to wait for the package to reach our warehouse.

Scott: I continue to wait for that "all star Zappos" service to kick in

Scott: WHAT? One time courtesy? What are you talking about?

Jordan R: I am not defending anyone. I am only trying to help you understand why this happened so future orders don't encounter the same issue.

Scott: How is that a courtesy?

Jordan R: We do not normally issue refunds without actually having the package.

Scott: Refunding this now maybe - but refunding it when it returns to you - how is that a courtesy?

Scott: OK Jordan - I need you to be clear, because you're not doing that now. WHEN would you refund this?

Jordan R: The refund will be issued today, that is the courtesy I was referring to. When you asked why it was a courtesy I explained that it is a courtesy because we normally have to wait to receive the items before a credit can be issued.

Scott: And yes, you were defending this poor system. You continue to argue. I will make sure this gets investigated.

Scott: Refund this now, Jordan.

Jordan R: As I said I will issue the refund.

Scott: As far as worrying about it happening in the future, I think we both know that won't happen.

Scott: That snotty attitude will get you fired. Especially if I call up Zappos. I have connections to the CEO, and I will use them.

Jordan R: I apologize, I was only trying to make sure that I was being clear.

Scott: There is a difference between clear and rude. You crossed that line a couple of times. I was certain when I contacted Zappos, someone would figure out a way to actually help me. This wasn't any help. What about the whole legend of the guy calling and wanting a pizza, and Zappos actually did it? I guess those days are gone.

Scott: The Zappos service thing has become a myth, it seems.

Scott: Anyway, yes, refund this now and let's move on so I can order from another business.

Jordan R: I'm sorry. I would definitely have had your ordered delivered if I could either lift the signature requirement or change the shipping address. However, we can't do either of those things with PayPal orders.

Scott: Yes, I'm pretty sure you said that. My guess is if someone higher up got involved, they could make sure I got my items without a signature. You and I know this is possible.

Scott: It's funny. If I'm spending so "much" one would think I'd get it when and how I want it. But if I spend very little, I get that. Sounds like a backwards way of working. Good luck with that policy - or at least not being upfront about it on your web site.

Jordan R: I actually spoke with a supervisor to see if there was any way we could get around those restrictions. I really do understand your frustration.

Scott: It's OK. I'm not frustrated now. I feel good knowing to avoid this company now. So, that's helpful.

Scott: Have you taken care of this refund?

Scott: And, where can I check to see it was taken care of?

Jordan R: I have already sent the refund to PayPal. I am not sure of their timetable for posting refund transactions. You may want to contact them to find out exactly when it will post into your account.

Scott: OK, thank you for an absolute mess of an experience. This will become very public, as I don't want others to go through the same thing. You and Zappos were given every opportunity to make this situation better. You chose not to do so.

Jordan R: I understand, and I apologize for the inconvenience.

Scott: Trust me when I tell you, people will begin changing their opinion of Zappos' service.

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Cheetah7
Honolulu, US
Oct 22, 2013 10:07 pm EDT
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LOL this has got to be a joke. YOU were the one who was rude and you act like signature upon delivery is a new or a bad thing. Had you actually bothered to read the email you were sent with the tracking number, you would have KNOWN it required your signature. Don't blame another company for your own lack of "know how" in getting around the problem. The CS rep's hands were tied but you could have had the ups hold your package at their sort facility and picked it up yourself at your convenience. Instead you chose to ### and moan about it.

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jwhill
Asheville, US
Nov 24, 2011 9:26 am EST
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WOW. Whining and threatening gets you what you want. So does being nice. Being nice is quicker. Not to mention the additional benefits.

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lildevil13
, JP
Aug 31, 2011 11:12 pm EDT

Apparently you didn't listen to a thing that man said. He was being sincere and honest and all you did was act like a child. You are blaming one company for the fault of 2 other companies. Crazy. Also, who died and made you king of the world? Get off your high horse and into reality, the universe does not revolve around you. Please next time you decide to place a complaint on this board, make sure you don't look like an ###.

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John - Boston, MA
Arlington, US
May 27, 2011 11:16 pm EDT

Hey Scott, YOU are the problem. "Consumer rights" "Connection to the CEO" "Poor customer service". YOU, sir, are the only ### here. I just went online and ordered a $300.00 pair of Jeans because I feel so sorry for these intelligent, patient, and courteous customer service reps who have to apologize profusely to an ignorant [censored] like you. ###, pay with a credit card, not PayPal like a [censored], and you'd avoid this problem entirely. I hate people like you. Seriously.

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fenway
Pensacola, US
May 22, 2011 8:12 pm EDT
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Since you had connections to the CEO why didnt you use them instead of threatening someone's job? Better yet, why didn't you just tell UPS to leave it at the warehouse and pick it up with ID in hand as I have often done for those times where I can't be home to meet the delivery driver.

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lynn1insc
Irmo, US
May 22, 2011 7:29 pm EDT

You sir sound like a jerk. It appears that parts of the message between the employee and you were left out. Why is following the directives of a company that employs you grounds for being fired. He appeared to be trying to assist you in the best way he could..Just my opinion.

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4:10 pm EST

Zappos Didn't ship my package on time

I am very disappointed in this well known company, after the fact of paying for fast 3 day shipping it was shipped out a day late and I recieved it on the 4th day instead of the 3rd, so therefore I was unable to wear the fabulous ugg mocisans as a well known instock and fast shipping company I am very disappointed with there costumer service.I hope that in the future they will take into account that some people buy there packages for christmas and would appreciate the fast delivery in which they payed for.I hope future zappos buyers will take this into account when paying extra $ for shipping.

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complaintourmomma
LOWELL, US
Dec 21, 2010 9:54 pm EST

when did you actually placed the order? because I think it is 3 business days, meaning that for instance if you ordered on saturday the next business day is Monday, then Tuesday and Friday therefore assuming it took 4 days.

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3:39 pm EDT

Zappos Closed my account over returns!

I ordered patent leather shoes from Zappos. They were crinkled. I saw the same shoe at Marshalls for half the price and knew they weren't right. I ordered a "white" shoe and received "cream". I bought a purse of stated dimension. It was much smaller upon arrival. Their sister site, 6PM sells polyurethane shoes represented as leather. I mistakenly returned another fake leather shoe to them that came from another site. They refused to send them back! I also purchased numerous other shoes that I kept, but because of the three above returns, they send me a nasty email that "wasn't cost effective to do business with me any longer", and closed both accounts! I shop Amazon, Overstock, Smart Bargains, etc., and return things once in a while and have never received this type of treatment. Just the opposite...Sometimes it's not right, I get a gift card or credit towards a future purchase! Don't patronize these overpriced, cocky jerks! You can get a better deal/product elsewhere with good customer service!

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MarketingGuru2366
Sunnyvale, US
Mar 30, 2023 4:37 pm EDT

Take responsibility, you committed fraud- whether you meant to or not. You sent back a product that was not genuine, and that you did not purchase from Zappos, and tried to get them to refund you. This is your consequence. Deal with it.

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10:24 am EST
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Zappos Customer service does not listen

I called Zappos to experience their legendary customer service. I asked what was the process for buying a suit. The rep began reciting the Zappos return policy to me. Since, ordinarily, suits are all about fit, form and tailoring, I asked if Zappos had relationships with or recommendations for tailors. The rep said, "If the suit doesn't fit you, our return policy is blah blah blah. I did not call to hear their return policy. I called to hear their process for buying a suit. The rep told me she was transferring me to someone else who could better explain Zappos return policy. Again, no interest in that, so I ended the call. Bottom line: customer service does not listen.

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5:53 am EST
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Zappos Poor customer relations/refund policy

Zappos.com... Returned shoes as they were not a true 10.5 US sizing. Wanted to buy a more expensive shoe...but since I paid with PayPal funds, they could not sell me a different shoe, and my monies paid will take up to SIX WEEKS to be refunded! They are worthless to me as a online merchant! I'm being penalized because I paid with money and not a credit card!

So, know what you are getting into with this company, I will no longer deal with Zappos or any other companies they are partners with on ANY Level. A totaly unsatisfied customer!

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MarketingGuru2366
Sunnyvale, US
Mar 30, 2023 4:39 pm EDT

This is a paypal stipulation not zappos

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9:01 am EST
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Zappos Do not deal with them

Returned shoes as they were not a true 10.5 US sizing. Wanted to buy a more expensive shoe...but since I paid with PayPal funds, they could not sell me a different shoe, and my monies paid will take up to SIX WEEKS to be refunded!

So know what you are getting into with this company, I will no longer deal with Zappos or any other companies they are partners with. A totaly unsatisfied customer!

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11:15 am EST
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Zappos Defective goods

I purchased a pair of shoes from Zappos.com. for an upcoming trip to Europe. I had a pair of shoes form the same manufacturer for years and loved them. I tried the new pair around the house several times and decided to keep them.

After 3 different days of wearing them on the trip, the padded, totally attached insoles started wrinkling and caused bruising and blisters. I hauled them around in luggage the rest of the trip to return them when I returned home.

After returning them with NO acknowledgment from Zappos, I called them. They said they would not stand behind them and give a credit because I had worn them. I argued repeatedly with costumer service that they were defective, finally I was given a credit after threatening I would approach American Express to dispute the original charge.

I mail/email 90% of my purchases, but non to Zappos anymore!

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lildevil13
, JP
Aug 31, 2011 11:07 pm EDT

Seriously? You tried to returned used goods? Thats like drinking coffee and then after 1 hour trying to return it saying its cold or puking it back up in the cup. How can you expect shoes (like those) to withstand all that travel, you said 3 days worth? You do know that their policy explicitly says no returns if you have worn the shoes out. Do you also know that Zappos does not make the shoes, they are only the store. If you have/had issues with the shoes, you should have called the brand that makes them and talked to them, then talked to zappos before returning them. They were right in saying that they could not return credit to you. You can't return used goods.

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