I recently had the pleasure of an online chat with Jennifer M. I was returning some shoes and had mistakenly checked the box for store credit. Jennifer answered my online chat query. She went out of her way to be friendly during our chat, while still being helpful and completely professional. As she was looking into my request, she kept me engaged with friendly comments and questions. Even taking time to be personable and friendly, Jennifer was able to help me quickly.
I am constantly impressed with Zappos.com. The website is great, easy to use and fast response time, along with good selection criteria to help you find what you want. But that's the least of it. Zappos is definitely all about service, truly outstanding service. It's obvious that they work hard to exceed expectations. It's not just words. They consistently under promise and over deliver, whether it is shipping times, quality of merchandise, website experience, or friendly service from people like Jennifer. I can only think of two things that would improve Zappos: more and more kinds of merchandise—I'd order everything through Zappos if only I could. And a shoe store in Walla Walla, WA would be heaven (though I'm not sure my husband would be quite so happy about it).
Please give my sincere appreciation to Jennifer M, and thank you for asking for my comments. Take care and say thanks to all the great people at Zappos; y'all are certainly amazing.
Zappos, you did it again! I can't believe that my order from yesterday morning came this afternoon! I ordered myself two pairs of Volatile sandals
(my love!) and some performance socks
for my husband. Your products are awesome, but it's the impeccable service that keeps me coming back! We've moved to a small town in OK, and you still got the goods here ASAP! You rock!
Thanks for being so prompt. I have ordered from you guys before and have always enjoyed your service, pricing, and selection. Much appreciated.
I have a healthy backpack that is a bit too large, so I checked out your products and you sell some in extra small. I ordered one on Monday, a holiday, and it was on my doorstep the next afternoon. Wow, what service — and all with a smile, too. Thanks so much for your exceptional service!!
You guys provide a great service; it's fast, effective, and efficient. I enjoy being one of your many customers. I will continue to shop at Zappos!!!! You guys are great.
I am one happy customer! I seriously just ordered my shoes yesterday. I received an e-mail with a tracking number this morning, and it said my shoes would be delivered around 4:35 pm. So what happened? 4:35 rolls around and a “ring” at my doorbell. What?! Yay! (I know that part of the delivery credit goes to UPS, but kudos!) I have had to contain my online shopping experiences so that I do not become an addict, but when I online shop, I will be at Zappos.com! You're the only one for me. And if I wasn't already happily married, and it was physically possible to be married to you, I would be! :) Thanks for your awesome customer service, prompt attention to order, and superfast delivery. Zappos.com for life!!
No question. I just know that in our world where everyone wants to only complain, I want to say thank you Zappos!! I love Zappos. I just returned items past the very generous 1 year mark. And you accepted them. I have store credit which won't be hard to use. You could have just refused a refund in any fashion. But thank you, Zappos. I sing your praises even more now.
All contact with your reps was pleasant—all very helpful. Unfortunately, the merchandise didn't work/fit.
Your whole system is great! I love Zappos!
The website is very easy to navigate. I was able to find the shoes I wanted in minutes. The delivery was quick. Unfortunately I received the wrong item. Zappos customer service was so helpful. They bent over backwards to make sure I was pleased. I will be buying more from Zappos in the future.
Andrew B. from Billings, Montana 05/24/2013
I just love the service you good people in the Zappos team offer. Your e-mails make me smile because of the fun way they are written, and the fact that you offer such an amazing service of paying return postage AND a 365 day return policy - truly awesome. You respond to things so quickly too; thank you!
Team Zappos, you are the terrific! Happy weekend to you all.
WOW!!! TALK ABOUT AMAZING CUSTOMER SERVICE!!!! Thank you so much for your help!!!
Please send me a customer service link! I cannot praise you and the rest of the CS team at Zappos enough for the service you have provided for me!!! By far, the best service of any retailer out there! (And I've worked in Retail management for 8 years -- I know service :)).
Brooke C from Tampa, FL 05/13/2013
It's very rare . . .
Nowadays when all you do is listen to recordings and press numbers and after waiting and waiting finally someone with issues (which we all have) answers the phone, and many times I hang up the phone because I detected that I was bothering her or him and avoid being aggravated when all I wanted was to order.
I haven't called Zappos yet where I had to wait a long time for an agent (I am aware that they are helping others) with attitude or who was disrespectful. Every time I called Zappos to order I always mentioned to the agent at the end of the order how professional and nice they are. I want them to know how much we appreciate their help.
I like to be treated the way I treat others, with respect, and your customer service provided that and more. That is the reason why I keep coming back and ordering from you. I only order from other stores when I have no other choice.
I don't mind letting you know how happy I am with Zappos whether it is purchasing merchandise or returning. It's a pleasure.
It's nice to be different, and your customer service is.
Keep the good work, and don't change.
Ms W. (a happy customer)
P.S. It is so nice not to write a letter of complaint.
Ignacia W. from Briarwood, NY 05/13/2013
I've been a customer at zappos.com for some years now; I just wanted to let you know that this company's service is outstanding. I think I can comfortably say I have been NEVER let down by this company, which is incredible knowing how many big name companies there are right now in this industry. I just want to point out that when it comes to prices, customer service and the incredibly fast shipping that is never more than a day is just exceptional. I've been highly recommending this website to everyone, and I hope to have many more enjoyable business experiences with zappos.com.
Just wanted to tell you that I love your products, service and humor . . . I wish I could work with you. Thanks for your fast and friendly service. Zappos is what I call "The 6 Ps":
Your nonconformed/individualistic community is very inviting. Keep doing what you're doing. Thanks again.
Hi. I just had to share I broke my leg on an epic powder day at Vail skiing some fun terrain with my kiddos and hubbie, and have been on crutches since my accident/surgery on 4/14 to put a beautiful titanium rod and screws in my now bionic leg. I have been gimping around wearing an old Chaco
on my good foot but high on pain meds. The other day I went shopping on Zappos, and it was the best thing I could have done. I got some great stuff in one order for my soon-to-be 9 yr. olds birthday, and I went back for a pair of Naot sandals
for myself. I wanted a functional, sporty but nice quality sandal
I can wear for work this summer with skorts, pants
, etc. These just arrived and when UPS rang the doorbell I hobbled over to get my purchases and quickly ripped the box open. These sandals
are the BEST and they exceeded my expectations of comfort. I will definitely be ordering another pair in black or the great looking red, or both! You guys rock. I hate not being able to drive right now and being able to get great stuff from your website makes you my now FAVORITE online retailer. Appreciate the quick shipping. You are so much better than other websites. I promise I have not had a pain med in 3 hours, and I am completely clearheaded as I type this glowing report of your customer service. Thanks, Zappos! I wish you delivered homemade ice cream and my life would be complete. Happy Tuesday!
I'm not sure how this email can be pushed up the chain to your company's management and owners, but I sure hope it makes it up to these people! This company runs its business in a way that is absolutely IMPRESSIVE and should be the ENVY of all others who seek to provide OUTSTANDING customer service! Each and every time I order products from your company I receive them the very next day, and even with NO shipping fees! What customer would not be elated with this kind of service??? I will continue to buy from this company first over all others! Thank you for your zany humor, your excellent selection and portfolio of products, and for putting my needs and wishes first on your company mission. ZAPPOS . . . YOU ROCK!!!
I LOVE YOU GUYS!! I hate to shop. Going to clothing
stores is such a waste of my time and makes me ill. You make ordering shoes so easy. And I don't even have to go out of the house. I know my size. I see a photo of what I'm ordering. I click a few keys, and DONE! Suddenly shopping is fun again. Thanks again.
Unfortunately I can't find the appropriate place to give a review, but I had such a great customer service experience I figured I had to send it somewhere. I ordered for the first time from Zappos today and messed up my shipping information. I called the customer service number expecting to have to press a million buttons in order to get someone to help me. After hearing there was a joke of the day and only needing to press one button to get a live representative I was thrilled. Whoever took that call is also the most polite and friendly customer service person I have ever talked to on the phone—she actually seemed happy to help, which we all know rarely if ever happens when you're trying to get something fixed over the phone. I absolutely never write reviews (this might be the second one ever...) but this more than merited one. Please keep up the excellent service, and I'll be ordering from Zappos again.
This is very late for me to be sending this, but I didn't want to not do it at all. About six months ago I had ordered some shoes and ended up not liking them so I boxed them up to send back. I have two toddlers running
around who love to throw stuff in boxes. About a week after I had sent some shoes back I received a small box from Zappos. I was very confused because one, I wasn't expecting anything, and two, it was way too small to be a pair of shoes. So I opened it and there is one of our monster trucks wrapped up nicely. It took me about 10 minutes to process what had happened, but it finally dawned on me that one of my kids had thrown one of their beloved monster trucks in the box not knowing what would happen to it! I was so impressed that not only did you guys send it back, but it was wrapped up so nicely and you didn't charge me! I will always shop with you guys because that proved extreme customer loyalty. Who knows what my kids would have done without one of their favorite monster trucks! Thanks!
I lead a learning and development team and we have a call center as well. My experience when I call or go to the web is always very, very good! It was great to see that you all were having some kind of learning event the other day, as a person who comes from that type of background. I thought, “Wow! This is an organization that cares about the development of their people!”
Saturday night I realized I had put off buying a new pair of basic black shoes for work far too long and I didn’t have any time to hit my local store. So I went to my old favorite, Zappos. Search was incredibly easy and user friendly (I can’t tell you how much I love the section you created “shop by outfit”) I found a great pair of Boss shoes and within a few minutes I was on my way with an order confirmation in my e-mail box. Last night returning home
from work there was a Zappos box on my porch. Did you guys really ship on a Sunday and get it to me within 24 hours? Ridiculous. Awesomely ridiculous!
You guys have come an incredibly long way since I made my first purchase with you almost 10 years ago. Job well done! I can’t see myself going anywhere else.
Christopher B. 04/15/2013
I first learned about Zappos when Kelly Ripa mentioned it on the Regis and Kelly show, but it took me years to finally get the courage to actually place an order. Looking back, I sure wasted a lot of time and wore a lot of ugly shoes! Over the past year, I've ordered 9-10 pair of shoes, I guess
, and honestly, I will never purchase shoes anywhere else ever again. I LOVE everything about all of my transactions with Zappos. You guys have a fabulous selection, a phenomenal ordering system, and a style of communication that is very personable while efficient/accurate. I tell everyone about Zappos! I just wanted to let you know how truly awesome I think you guys are. Keep up the great work!
I wanted to thank you for the amazing customer service you provide and just the way y'all do business. It's so easy and quick to order, and I've been 100% satisfied with every interaction I've had with Zappos. Thank you!
I want to tell you how pleased I am with Zappos.com—I have never had a bad experience with your company. The merchandise is high-quality, the shipping policy couldn't be better, and your representatives are always friendly, courteous, and helpful. I rarely have a need to talk to them, but last Saturday I did because an order had not reached me, and the representative I talked to solve the problem right then and there. I have dealt with Zappos.com for a long time and will continue to be a loyal customer!