Zappos Omdömen 623

I used to justify their higher prices because of the quality and selection of their shoes and the excellent customer service. You just knew if something was wrong with the shoes, they would make it right. Well, prices are still high, but the service has plummeted. Buyer beware - any issues that come up are on you. No returns if you wore the item. No human customer service - all bots. And no customer focus, which is astounding because that was always something Zappos was known for. Amazon has better return and service policies.

Totally unsatisfied with Zappos. Ordered shoes we needed for a Allstate concert. It was park of the uniform. The item was supposed to arrive 2 days before we needed them. The order was 1 day late so I called. Come to find out Zappos actually willing cancels first time customers orders just in case they are fraudulent. WHAT?! Now we don’t have shoes and don’t have any other options last minute and left scrambling. This is totally unacceptable. Never shopping Zappos again.

Absolutely shocking customer service experience. The offshore South African female agents I dealt with were not just unhelpful, they were outright rude and clueless. I have known Zappos customer service agents to be bubbly, happy, and jolly for years, so what is this? One agent actually hung up on me because I refused to give my bank details for a simple price match. Another agent gave me less than the advertised amount, insisted other staff were “doing it wrong,” yet in the end, she did exactly what everyone else does.

I have always been offered by the agents to either have them match and place the order or send the deduction to my checkout while I complete it online. To have an agent tell me others did it wrong or, worse, ask for my card details and then hang up on me is completely unacceptable. I have never experienced such hostility in my years of using Zappos.

I’m spending my hard-earned money, and the way these agents behave makes it feel like customers are an afterthought or worse, their personal entertainment. I’ve never experienced such disrespect and incompetence from a company claiming to value its customers.

Bought from them between 5-10x and never had a problem with their quality or service. They have great prices on certain shoes. They ship fast (usually) and if they don't keep their promise, not like most companies, they WILL make it right for you. If something is on deal or discontinued, worth it to stock up at their discounted prices. Their CS was very good to me. I am not a typical consumer, but have found this company goes above and beyond....easy to use website and too many choices to count. Excellent experience/s.

Do NOT order from Zappos even though they are owned by Amazon returns can take almost 2 freaking months plus an additional 30 days for the refund itself. Just think about that crap 2 months for them to inspect your return and then process your refund. Then an additional 10 to 30 days for the refund to hit your account. I wouldn’t recommend buying from Zappos unless you are absolutely certain you won’t be returning a product. Think about that almost 3 months for a refund to be processed.

First order placed last week. Shoes arrived. USED!!! Soles are filthy, marks all over them. And obviously sprayed with something to make them try to smell like new again. Completely unacceptable.

UPDATE 9/26/2025 - No solution has been provided. Zappos claims to have added a $30 coupon to my account, but they have not. These people are the worst online retailer I have ever used. Their Customer Service Agents lie, cheat and steal. No wonder their Trustpilot score is under 1.5 out of 5.

UPDATE 10/30/2025 -- UNBELIEVABLY, Zappos REBILLED ME for these USED SHOES claiming that they didn't receive them back!! Zappos is a FRAUDULENT company that rebills customers over a MONTH after returning USED SHOES hoping they won't notice. I encourage everyone to STOP USING ZAPPOS and check your credit card statements VERY carefully. Zappos CANNOT be trusted at all. Today I am filing an FTC complaint for false advertising and fraudulent billing. I encourage everyone else who has been fraudulently billed to do the same.

If I could give them no stars I would. I ordered a pair of boots for my daughter's special occasion. I paid extra for the boots to arrive in plenty of time. However, the delivery was delayed, and then with no explanation returned to the seller. I found this out when I did not receive the boots on the expected delivery date (I even allowed an extra couple of days), and I called their offices to find out where was my order. I spoke with a representative and a supervisor both of which could not give me an explanation for the return to seller, and there was no offer to investigate. I then reviewed the tracking info of the package, and found out the boots were sent to Honolulu instead of Phoenix. I expect because of this mistake, the boots were returned to the seller instead of forwarding to Phoenix. The customer service personal knew exactly what happened, but apparently did not want to admit the mistake,
**Beware when you order from Zappo's you might not receive your order...it could be lost in Hawaii.**

I’ve been a loyal Zappos customer for over a decade, and they continue to set the standard for what online shopping should be. Their prices are always competitive, their selection is huge, and any time I’ve had an issue, it was resolved quickly and easily—usually with just a simple email.

The customer service is consistently friendly, responsive, and truly helpful, which is rare these days. I always feel confident ordering from Zappos because I know they stand behind their products and their customers.

Highly recommend them—this is a company that really values loyalty and does things right.

I RETURNED A PAIR OF SHOES AND THEY ARE MAKING ME WAIT 30 DAYS FOR MY REFUND BECAUSE I AM NOT A ZAPPOS VIP MEMBER!!! THAT IS ABSURD!! NO OTHER ONLINE RETAILER I HAVE EVER PURCHASED ANYTHING FROM HAS EVER DONE THAT!!! IT’S BORDERLINE EXTORTION!! BUYER BEWARE!!

I returned three pair of shoes that didn't fit in original package and new unworn condition. 21 days later I'm still waiting for a refund. The Hispanic speaking male customer service representative was loud, offensive, refused to listen or give me a straight answer. He was so condescending that I hung up on him and filed a complaint with my credit card company regarding my refund. My return was sent with FedEx tracking and verified delivered. I do not recommend this company. I would never purchase from them again based on the customer service reps attitude and ignorance as well as the total disregard for their own return policy.

Zappos is terrible. I ordered shoes from them through their third party payment partner Affirm, as they had a deal with 0% APR. after ordering I receive an email four days LATER saying order was canceled due to my payment declining. The shoes were supposed to arrive two days later from that point. They waited until my order almost arrived to cancel it. I spoke with customer service and they claimed that they sent an email the day after about my payment but there was no email. I looked through every folder and nothing. The only emails I received was about my order confirmation and the subsequent cancellation. Zappos tried to deny they sent it to the wrong email when they clearly did and when I asked what email it was they wouldn’t tell me. I will never order from Zappos again and I suggest you don’t either. The price might seems good but honestly just order from DSW or directly from the brand.

Shocking service. My package was delayed due to a minor address issue. The company refused to help or to facilitate the delivery with UPS. The onus was put entirely on me. This is a violation of FTC trade rules. I pointed this out and they did not care. Awful experience

Received obviously used and damaged shoes. I submitted a review with images on their website, but it is not showing up…How does this happen? Are the returns and shipments processed by the blind?

I did get a refund, but ended up ordering directly from the manufacturer (at the same price!) however I had to pay $16 for expedited shipping as I needed them for an event and the color/style at Zappos was now out of stock! I will never order from them again.

My timberland boots came in just few days and we're exactly what I ordered withered a cheaper price than listed.

I’m scared now.im just now reading all these horrible reviews.i ordered shoes a couple days ago and saw Amazon filled the order which i found odd..well it says my shoes will b here tomorrow but after reading these horrendous reviews I’m pretty nervous about what I’m gonna get .the price was great for the Nikes I wanted so I was excited to order them..but wow wish I would have read these earlier but we will see..I will update tomorrow as I said my shoes will b here tomorrow

UPDATE*** well I got my brand new Nikes today just like they said.. brand new ,everything as it should be .. so my experience seems to be different then alotta the reviews.. I had a perfect experience and will be buying shoes from them again

Ordered a pair of sandals on sale for $45 from Zappos 6/30/25 with a guaranteed delivery date 7/3-7/5. Contacted Zappos customer service 7/5 and was told I had a guaranteed delivery date of 7/6. Nope. Contacted Zappos customer service again on 7/7 and was told the item was out of stock and I could order a different color for $20 more. So much for the guarantee. They’ve lost a good long time customer.

Why order thru Zappos website only for it to be filled by Amazon. I will not order from them again. I never had this issue before but it’s been a year since ordering from there website.

Unable to even log in to an existing account to give them one more chance ... total communications breakdown last dealing.

Terrible company. I ordered some sandals from here & 5 days later that were still “in process” so I reached out to them and they stated that they actually didn’t have it in stock & they could keep looking for it & it 2 weeks if they don’t find it they will refund me. I immediately demanded my money back right away & they cancelled my order. Why have shoes on your site that aren’t even in stock ?! And they still have the shoes up ! They also didn’t even offer a discount on future purchases. Trash !