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Zappos.com Customer Testimonials (9891 total)

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In December I needed to return some shoes that were separating from their soles. It was a busy time; I was out of state and was only going to be home for a few days before I left for Christmas vacation. I called your customer service, while I was waiting for a ride to my hotel, and described my issue. The lady on the phone told me that you would be happy to take care of the problem. In the end I found another more expensive pair of shoes and was told that I would not have to pay the difference and that they would be overnighted to my home. I love the shoes; they arrived before I left for Christmas, and I couldn't be happier. I posted on Facebook about my experience and told many people over the holidays about your company and your service. I have heard that this type of excellent customer service existed but thought it was only myth or childhood story fantasy. Thank you for taking such good care of me. I wear size 15 shoes and you guys always have a great selection and quick delivery. Keep it up!

Brad M. │ 01/12/2015

You all are AWESOME!!!!!! Do not need to say more!!!!!! Oh but I will. Thank you for all your hard work. All I can say is this is the best customer service I have had, EVER in my 59 years OF MY LIFE!!!! I have ordered many things from Zappos and have always had total satisfaction from product to shipping to returns. Please let everyone know who needs to know from ordering to shipping that I APPRECIATE what they do!!!!!!

Patricia R. │ 01/12/2015

I wanted to let you all know how much I love zappos. I'm never disappointed in the products, but most importantly the customer service is superb. I will continue to tell all my friends and family about your website and awesome app. Thanks for being you, Zappos.

Melinda M. │ 01/12/2015

Wow! I am totally amazed. This is the BEST customer service I have ever received from anyone, anywhere, ever. I am SO GLAD I decided to purchase these UGGs from Zappos instead of any other retailer, whom I am certain would not stand behind their product like you are. I am so appreciative of your offer to send a new pair and absolutely floored that you don’t even want me to return the old ones. Thank you for being so totally committed to customer service. You all truly are the best, and I will surely continue to use Zappos for as many of my shoe/apparel needs as possible.

Kimberly M. │ 01/12/2015

You guys are totally awesome. Wish everyone was so wonderful to do business with. First choice across the board.

Regina E. │ 01/12/2015

Just received the wrong color pair of socks that I had just ordered at 1:00 yesterday, at 6:00 today in Georgia. 24 hour delivery during the holidays?? The customer service person couldn't have been nicer or more helpful. Mistakes will always be made, but its how a company can recover from those mishaps that keeps people coming back. Thank you Amir and Zappos, I'll be back... Happy Holidays...

Charles │ 12/22/2014

You guys are honestly the best at customer service. I have had to call your customer service line twice (and both times have been uplifted by your silly jokes) and within minutes my issues were resolved. Thank you for your dedication to customer service. It is what makes me return, sing your praises, and genuinely enjoy my experience shopping. Not sure what your people are drinking, but I would love some! You guys are the best!

Stacy M. │ 12/22/2014

Thanks so much "Zappos Team"!! You guys are awesome!! I've been a loyal customer for years and a big online shopper, and you guys are on the top of my list to check for things I need. You guys rock! Thank you!!

Allison A. │ 12/22/2014

Just a note to you guys to commend you all on your flawless service, your up-to-date style recommendations, exceptionally fast shipping, and huge variety of everything and anything I'm looking for. Zappos has made my life so much easier and less stressful because I despise going to crowded shopping centers and crowds of people. Thank you for your outstanding service! I recommend you to everyone I know!

Kelly K. │ 12/22/2014

This email is being sent with tears. And no, not from getting a bad pair of shoes, but for getting a pair of shoes that fit so perfectly since giving birth to my daughter over 12 years ago. I have not had a good pair of shoes since, and the reason for such gratitude is because the Customer Service Rep was so VERY, VERY nice not only ensuring my order would be received before my Christmas cruise (leaving this Friday) but just making me feel good about buying a pair of "heels," which I have not purchased in over 15 years. So this email is to just say thank you. Thank you for not only consistently delivering great service and quality, but also doing it for a person like myself who doesn't always feel pretty.

Michelle K. │ 12/22/2014

Awesome customer service!! I really appreciate it. Thanks so much for your help!

Frances H. │ 12/08/2014

You guys are amazing! I placed this order at 8:00 pm on Tuesday night and the merchandise was delivered to my door at about 11:00 am on Wednesday. How did you do that????With soooo many things in this country being very screwed up, it's nice to do biz with a company that knows how to get it right. Kudos to you all.

Mack P. │ 12/01/2014

Thank you so much for contacting me to let me know my return had been processed! I can't tell you how assured I was and how good it made me feel to know your company cared enough to make sure I knew I wasn't forgotten. Wow! I will surely shop with you again after being treated so well from the buying experience and super fast shipping to the easy and now even pleasant return. Thank you so, so much!!!!

Deborah H. │ 12/01/2014

Thank you for the awesome service. Super fast and just what I ordered.

Jeanne K. │ 12/01/2014

Just wanted to thank you for amazing customer service. I am very impressed. Oh, and the coat just came now via Fed Ex! I am so, so so, so, so happy. Now we are prepared for the bitter cold front headed toward New York.

Hannah L. │ 11/24/2014

Zappos is by far my best online store. When my mom passed away last year, I was speaking to one of the customer service reps and I shared with her the importance as to why I needed the item. She not only assured me that I will receive it at the particular time, but she went above and beyond to share with the Zappos team about my mom. The following day I not only received my order, I RECEIVED A BOUQUET OF FLOWERS. I cried and cried and cried. For someone who doesn't know, you felt the need to show another human being LOVE in that matter, was beyond impressive me. I want to thank that young lady and I want get to know that destiny will carry beyond the imagination.

Holmes │ 11/11/2014

I must tell you again how amazing you are. Not only is your merchandise superior, but your customer service and shipping speed can't be beat. Your prices are fair, and everything I have ordered has been exactly as described. I know I can't go wrong when I order from Zappos.

Kay T. │ 11/10/2014

A friend of mine gave me a copy of "Delivering Happiness." I admit I read it skeptically, but truly enjoyed the book. I then ordered from Zappos and got great service. I then ordered several other times (although as a guy, I don't buy shoes all that much). Your company simply rocks! I tell my family and friends about you and wonder why other online retailers can't be more like Zappos. Thanks to Tony for the vision and to all of you for keeping it going!

Mark O. │ 11/03/2014

We are frequent and satisfied Zappos customers so much so that we really think Zappos went "over the top" today by offering to send out a replacement piece of luggage. The Zappos organization consistently tries to solve the problems customers may encounter with efficiency and support. Zappos is a "model" for other businesses to emulate. That makes it so enjoyable to do business with them. Real people who know the details and where to find them so reliably. Thanks, Betsy, and all the Zappos staff.

Virginia H. │ 11/03/2014

My daughter turned me on to Zappos. You really DO have great service. Consider me a loyal customer from here on out.

M Grayson Van Camp │ 11/03/2014

I'm writing to thank Zappos for the consistent excellent customer service you provide. I have always been helped by amazingly friendly people who skillfully walk the line between being silly and upbeat and corny and annoying. Zappos' reps go to the ninth degree to make customers feel as if we're part of the Zappos family. I have always had good experiences with Zappos. Even when things have "gone wrong," everything is handled right. Your customer service reps always reflect the high values that Zappos, as a company, has. I have gotten sincere apologies, not only with words, but once with a hand-written thank you note and also with a surprise delivery of a nifty Zappos blanket. While it's sometimes "hit or miss" with ordering the correct size, returns and exchanges are handled cheerfully. I am not one of those people who love shoes, but I do love dealing with Zappos. I, therefore, do all my footwear shopping with you, and I have just begun to discover your other departments. I ordered makeup this month, something I would never have guessed you carried! Thank you all for everything you do!

Susan A. │ 11/03/2014

What a pleasure to deal with Zappos!! Thanks.

Philip B. │ 10/27/2014

I recently ordered a pair of boots for my husband as a surprise. The order was filled with exactly what I ordered and was shipped and received in a timely manner. However, the boots did not fit my husband well and since I had never ordered from Zappos before, I was not sure how the return process worked. I went online and followed the very easy instructions and received notice today that you had received the merchandise back and were crediting my credit card. I wanted you to know that I order online often and I have never experienced such a terrific customer service effort! I will absolutely order from your company again because of how this was handled. Thank you very much for all you do to make ordering online a very positive experience!

Kay B. │ 10/20/2014

I just wanted you to know how great your service is and how easy it is to return something. I must try everything on to get anything to fit or I would order much more from you. It is so easy and convenient, and you are so friendly and nice to deal with. You are a one in a million store, not many are as nice as you. Thank you for thinking of us, the customer.

Pat T. │ 10/06/2014

I am from India. I just happened to read the book “Delivering Happiness” by Tony Hseih, the CEO of Zappos.com. Just to tell you guys that you are awesome. Keep up the great work. The moment I get to the USA, my first purchase would be from Zappos. And it would be great if you can bring the party over to India as well. Have a great time. :)

Anonymous │ 10/01/2014
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Zappos Family Core Value:

10. Be Humble