I ordered a pair of shoes from zappos tru the Amazon at work program I got an email saying package delivered but I didn't receive anything I called customer service and was told to wait 24 hours because sometimes they mark a package as delivered before its actually delivered 24 hours later still nothing so I called again they sent out a replacement same thing happened it said delivered but did not get anything they said to wait another 24 hours then 24 hours later I called and was told to file a police report and they would contact me via email for next steps about 2 days passed and I got an email saying they permanently closed my account without reason Service Value Shipping Returns Quality Date of experience: December 2, 2024ZAPPOS TAKES THE SHOES OUT OF THE MANUFACTURERS BOX AND SHIPS THE SHOES IN THEIR OWN BOX SO YOU HAVE NO IDEA IF THE SHOES ARE NEW AND NEVER SHIPPED OR IF THEY HAVE BEEN RETURNED AND NOW BACK OUT IN A GENERIC ZAPPOS BOX. Date of experience: November 7, 2024As major new customer I purchased a pair of New Balance shoes and all was in order they came brand new w/labels! I placed a second order and it was very obvious that these shoes were worn before with no labels, crimped and tied shoe laces, even one of the heel cups was creased. When brought to customer service agents attention there was total disregard! I am out $100. For this company and I. Will never buy from them again! Products used:New Balance shoes Service Value Returns Quality Date of experience: November 13, 2023Zappos provides excellent customer service and a wide selection of shoes and apparel, making it my go-to destination for online shopping. Whether I'm looking for sneakers, boots, or sandals, Zappos offers a vast array of styles and sizes to choose from. I appreciate the hassle-free shopping experience, with free shipping and returns making it easy to find the perfect fit. Zappos' commitment to customer satisfaction has earned my loyalty as a repeat customer Date of experience: April 1, 2024Bought a pair of SAS for my elder parent and wanted to order through Amazon Prime as the return policy, if needed, is much easier. However, this third party charges regular price of 154 dollars and sends the shoes thrown in a brown box with tissue paper. The value of this shoe decreases in an open box and might not even be authentic. Shame on them. Will never order from them again and now have to return the shoe and order from the manufacturer. Date of experience: September 4, 2023I ordered a pair of sneakers. Gave delivery date. Delivery was for today and still said arriving today. Never showed. Called customer service and was told I needed to verify payment method. This arrival date was time sensitive and actually needed them. Turns out they never got shipped and at any point I could have confirmed payment. I never got a notice. No text no email, no change in order status. If I never called them I'd be looking for a truck each day. Unacceptable, never again. Amazon will get them to you in 2 days, you'll know if there's an issue immediately. Tip for consumers:That there was a problem with the order Service Date of experience: October 5, 2023Zappos used to be my preferred store for buying shoes due to their excellent service. However, their quality of service has declined significantly. They no longer offer overnight shipping, and their overall service has deteriorated. Unfortunately, Zappos, I'm now considering other options as one of your previously loyal customers. Products used:SHoes Service Value Shipping Returns Quality Date of experience: January 8, 2024I ordered sneakers on sale, and nearly 3 weeks after the expected "delivery" date I called only to be told that they cancelled the order. The would not give me a reason, and could not get me in touch with anyone who could. Terrible service. Service Shipping Date of experience: September 3, 2023I place an order decided to cancel it right away they took close to 200 dollars out of my bank account. There policy states 2-10 days refund will be put back. They actually take 10 days to refund you the money back. You are better off making the dispute thru your bank and getting the money quick instead of those 10 days. Date of experience: December 8, 2023I have been a customer of Zappos for many years. As soon as Amazon bought this company, they went straight downhill. I have placed orders that never arrive as promised or just do not arrive. I will no longer be doing business with this company. Service Value Shipping Returns Date of experience: January 7, 2024Ordered a pair of flip flops and signed in with my Amazon account and paid through Amazon got an immediate order confirmation, the next day got a shipped notification with tracking and a delivery date they were delivered two days later as promised I just bought another pair Tip for consumers:Had a great experience will buy from them again Products used:Sandals Service Value Shipping Quality Date of experience: February 1, 2024I placed an order for a pair of Brooks tennis shoes on Feb. 25. They said they would be delivered by March 1. I called on March 2 when the shoes still had not arrived and online my order still said "processing". Nobody could see if my shoes had been shipped or not but said they should arrive by March 4. They told me there were no more in stock, but that the pair I was waiting on could be one of the ones that had been in stock. On March 3, they sent me an email canceling my order and telling me it would take 2-10 days to refund my money and sending me a $15 coupon. I am still waiting for my money to refund. On the phone, they assured me if it had to be canceled, they would "take care if me". I can assure you that sending me a $15 coupon and taking forever to refund my money is not "taking care of me". Buyer beware. Service Value Shipping Quality Date of experience: March 5, 2024After a week of placing my order, I inquired on the status. Was told it was held up cuz of the Paypal payment. I used paypal twice after and already received both products from different vendors. I checked my Paypal account and it was "waiting for Zappo's to complete the order". When I told the rep that, she told me I could cancel the order. After I lost a week and need this for a birthday gift. Zappo's sucks! Service Value Shipping Date of experience: August 11, 2023This mob seem to be running some type of scam. They seem to be affiliated with 6pm.com, as we have tried to order from both sites, only to receive the same message from each of them. I'm not 100% sure how the scam works, but they want to get an "Approval" number so they can charge your bank account whenever they like. I had already confirmed with my bank that the transaction was legitimate, so there should have been no need for an "Approval" number. Shoes were never received, and support is very hard to contact, and slow to respond. Tip for consumers:Everything seemed legitimate to begin with, but when my order was not received, I had to chase them twice on their chat support. Neither support person was particularly helpful, and both said that someone else would contact me. Nobody contacted me after the first chat session, so 3 days later I contacted again. 20 minutes on chat to tell me that they couldn't help me and that someone else would be contacting me (again). 3 days later i received the dodgy email asking for an authorisation number. Products used:Order was not supplied. Requesting refund through my bank. Service Value Shipping Date of experience: July 10, 2023Used to be a very frequent customer. Now it's like sending a message in a bottle. Order was supposed to be here yesterday, now "delayed" in transit. How do I know this means lost? Because it happened the last time too. Over a week to get $ returned if I cancel, and I can't just get a replacement sent. Need to wait until it turns up. Never again. Bozos you imp*tent scum Tip for consumers:Used to be just so good and easy Products used:I will eventually have my $ returned and shop elsewhere. I have 0 products. Service Value Shipping Returns Quality Date of experience: July 9, 2023I called to get help with an order i placed using a digital gift card i received as a gift. After i spent days searching the site for my price range and style, i finally picked 2 pair. The sale had ended by the time i could make the purchase. So the total went over the gift card balance. When finalizing the order, my gift card was not used, and my debit card go charged the full amount. After calling to correct the issue, i learned that instead of reversing the charge and recharging my gift card, i have to send the shoes back, wait for my refund to process, before i have to go and reorder the shoes a second time and wait for them again. Im very irrtitated with this. Very imnconvienent and the lady on the phone was not very friendly at all. If i didnt have a gift card. I would not be shopping with zappos. Date of experience: January 4, 2024Ordered a pair of $110 work shoes which arrived quick but noticed immediately they were doctored to "look new" That's a really huge rip off especially at $110. If you read this and still order from ZAPPOS then you deserve to be taken advantage of. Totally unethical for a business to literally scam ppl out of big money, we're not talking a few bucks. Date of experience: August 1, 2022I filled out an app and was told by C Wingfield I didn't fit in with the young people or there culture. Lol lol what a crock. And if I wanted to for the last time wait 6 months. That company thinks it's the royal family. And they quality of goods are far from it. Date of experience: May 12, 2017Ordered a pair of new running shoes thinking I was getting a good deal with the free ground shipping only to find out if I had ordered it on their mobile app I would have received free next business day shipping. Chatted with customer service who said nothing could be done to cancel or change the shipping because their orders process after 15 minuets. Very unhappy. Date of experience: January 18, 2016WELL ZAPPOS. YOU HAVE THE WORST CUSTOMER SERVICE, I AM NOT SHOPPING WITH YOU ANYMORE PATHETIC CLOWNS. IN The LAST 2 Days I have been on hold for 11 plus Minutes, Disconnected numerous times, Hung up by managers.MY MONEY WILL SPENT ELSEWHERE FROM NOW ON. OH BY THE ZAPPOS IN AMERICA WE SPEAK ENGLISH. BOYCOTT ZAPPOS.OH BOY NOW ZAPPOS TOOK TWO PAYMENTS ONE OF $50.00 AND ONE OF $100.00 FROM TWO PREPAID CREDIT CARDS FROM AMERICAN EXPRESS AND NOW REFUSES TO RETURN THE MONEY AND HAS A THREAT IN MY EMAIL BOX ABOUT CLOSING MY ACCOUNT ON ME. BOYCOTT ZAPPOS NOTHING BUT COLD AND UNFEELING LOSERS WHO WORK FOR AMAZON. THEY ARE BLAMING ME FOR THIS AND THEIR PATHETIC CODE OF CONDUCT, JUST SEND ME WHAT I ORDERED.SO NOW I GOT A ORDER CONFIRMATION EMAIL ON SUNDAY, SAYING MY ORDER WOULD BE HERE ON MONDAY, AND SURPRISE I AM STILL WAITING FOR IT. SO AS OF NOW ZAPPOS HAS MY $100.00 AND I DO NOT HAVE MY ORDER. NICE GOING ZAPPOS STAY FAR AWAY FROM THIS COMPANY. Tip for consumers:BOYCOTT ZAPPOS. Products used:A lot of everything. Service Value Shipping Returns Quality Date of experience: November 1, 2023I ordered a pair of hoka recovery sandals June 11 and it is July 5 and I have not received the sandals. Called customer service twice already; first time they assured me that the sandals would be delivered in 2 days, and I would be getting them before my trip. Nothing, these thieves took my money for 3 weeks since I can't find a way to cancel to get my money back. I have been on hold for long time just to cancel. I will never trust this company Service Value Shipping Returns Quality Date of experience: July 5, 2023Horrible company to deal with. You order, they give you an order number & date of delivery, But then they cancel the order because you did not use your Amazon credit card! I simply wanted to keep Zappos & Amazon separate, so I used another card. They NEVER notified me that they cancelled my order for that reason! Then it took almost 1.5 HOURS to find out why they wanted to do that,over the phone. Absolutely NO customer service from this company at all. Kickbacks between the two of them? Products used:They never shipped it! Service Shipping Date of experience: May 3, 2023I love their selection but I find their sizing to be off sometimes and not consistent between brands. And if you do wind up with the wrong size they don't provide an easy means of just swapping it for the correct size, you basically have to return the originals and then submit a whole new order for the replacements. They really should streamline that process Date of experience: June 10, 2016They're very bad for business you can make an account know your password they will freeze your account and cancel your first purchase for strange activity Service Value Shipping Returns Quality Date of experience: May 15, 2024I recently ordered a pair of shoes from Zappos. The customer service was abysmal. The order never arrived and they would not remedy the situation. I am now out over $100 for an item that was never delivered. Date of experience: March 21, 2014