Zappos.com Customer Testimonials (9387 total)
Dear Zappos,
If you could see me now you would see a look of utter confusion and shock on my face. My daughter orders from you a lot. I needed shoes and decided to try you out. Everything about the ordering process was easy and welcoming. I wore the shoes for three months. The bottom of the shoe separated from the top. I was very nervous about trying to return shoes I had worn. They were expensive for me and I expected a fight on my hands. Your customer service was amazing. I told the gentlemen my problem; he was understanding, considerate and made me feel great. What a surprise that was. I had heard an urban myth that this company is fantastic but I did not believe it. Well, I am a believer now. I will start ordering more from you. You now have a loyal customer who will spread the word.
Glad you are back. Congratulations for coming back so quickly. It was a very bad move but you are up on your feet again. Wishing you always all the best.
I just wanted to let you know that I think this lawsuit filed against you is ridiculous. Unless it is found that Zappos made an egregious error, you have my full support. Service has always been terrific and I am in awe of your CEO's commitment to fun, transparency and employee empowerment. You deserve high praise more often than you do. I don't feel this way about any other business that is not an independently-owned, local shop where I've met the owners. Keep up the good work! This is a place you should be proud of. Of course, I hope Zappos learns from this experience and strengthens its security system to further protect customer information, but I absolutely do not think you deserve to be sued. As someone who is almost always on the side of consumer advocacy, know that that's saying a lot.
Zappos was so helpful in getting my order quickly and when I had to return the item for another style they were amazing. I had one of the best experiences shopping online ever. The customer support was superb and of course the quality and quick delivery of the boots were amazing. Made the holiday shopping a breeze!
On Tuesday morning I sent an e-mail to Zappos regarding a defective pair of boots that I had purchased a year ago... imagine my surprise when I returned home from work the very next day to find a box containing a new pair of boots! Your attention to customer service is remarkable, particularly in this age where most businesses and salespeople don't even know what the words mean. You guys are AWESOME and deserve all of the positive recognition and kudos that you receive! Thank you for your assistance with this matter, it is truly appreciated.
Zappos Team,
I wanted to let you all know that I know this past week has been brutal, but I believe you are the best site for ordering merchandise and that the next site is a far off second. I am a loyal customer and always will be. You stick by your friends during their hard times. Hang in there.
I placed an order last night for some running shoes. I received an email this morning with my UPS tracking information which informed me that my shoes would be delivered by the end of today... Hello, AWESOME! Even though I am now receiving some spam emails because of the hacking of Zappos, I can't avoid you guys because of how awesome the service is. I literally cannot believe I will have my shoes in less than 24 hours from the time I ordered them. I received free 2 day shipping which would place them in my hands even sooner! THANKS SO MUCH FOR BEING SO AWESOME!
You guys rock!
Your action with this email and course of action is the best I've ever had in a situation like this. I'm an IT pro who has used the web for online purchases, etc . for much longer than your average user (since mid 90's). My kudos to you. I will use Zappos more based upon your actions.
Thank you.
I just wanted to let you know that I think this lawsuit filed against you is ridiculous. Unless it is found that Zappos made an egregious error, you have my full support. Service has always been terrific and I am in awe of your CEO's commitment to fun, transparency and employee empowerment. You deserve high praise more often than you do. And I don't feel this way about any other business that is not an independently-owned, local shop where I've met the owners. Keep up the good work! This is a place you should be proud of. Of course, I hope Zappos learns from this experience and strengthens its security system to further protect customer information, but I absolutely do not think you deserve to be sued. As someone who is almost always on the side of consumer advocacy, know that that's saying a lot.
Hi Folks,
Hope you aren't suffering too much due to this glitch, if you need a warm fuzzy, know that the my family in Burlingame still loves you. Years ago one of your star reps gave me a big credit when some boots I was returning got stolen out of my car. Naturally the kind gesture made me a life time customer, but I want you to know my kids (now 6 and 9) tell EVERYONE that story. The theft was a big deal to them and I can't tell you how happy I am that it had a happy ending. Every time they tell someone their mommy is a LIFE TIME VIP shopper I wish I could video tape it and send it your way. 8-) I told them about your hack job and my oldest said, "How could someone possibly do that to Zappos? They are the nicest place out there!" We feel for you. And will keep shopping! Best,
Hi friends at Zappos,
Thanks for your support, even when I deployed to Iraq in May of 2008, Zappos took care of me. Your service has been consistently outstanding the whole while. I understand that we're now experiencing attacks from hackers. Too bad we can't hunt them down and just vaporize them, ay? Anyway, I received your warning. I have since canceled that credit card of record and changed my password. Thank you again. You're ACES!
First of all, I want to tell you that I heard about hackers getting into your system on the news this afternoon and I am so happy that you all went public with this and I took your suggestion about resetting password. I also went ahead and notified my credit card company and they put a block on my card and are reissuing a new number. The funny thing is you guys were the first company I ever set up an account with for online shopping because I had been leary of having my identity stolen (as my sister-in-law did), I know that everyone says it's safe, yada, yada, yada, but I didn't feel comfortable doing it. But I did and I am glad because I love you guys! The fact that you made that announcement shows that you put us, the customers, first instead of trying to keep it hush hush for fear of panic. Nowadays this can happen whether you order online or swipe your card in a store (you've heard those stories about people getting your number), anyway you did the right and responsible thing by alerting us and I will set up another account shortly.
I am dumbstruck! This is by far THE BEST customer service I have EVER received from a retailer, online, brick and mortar or otherwise! I cannot believe that you have already shipped my replacement shoes before I was able to print a return label for the ones I am returning. My sister has been talking about Zappos for years and I finally purchased some boots for myself last year. I then purchased another pair for my significant other and now I am purchasing yet another pair for myself. I have never had to return anything, so I had no idea of the extent you’d go to in order to assure customer service. I shop online ALL of the time for all types of things, and this is the best service I have ever received. You have me as a customer for life and I will tell everyone I know to shop Zappos because they don’t just talk about it, they are about it! Thank you, I am smiling really big right now!
A customer for Life,
Like millions of others, I was so sorry to hear about the hack attack today. I immediately changed my password; thanks for the email suggesting we do that. The reason I’m emailing is because I've been a Zappos customer forever... I think you're great and I STILL think you're great. I guess I just figured everyone is all crazy about this hack attack, and I just wanted you guys to know that you still have a lot of good customers that will still be shopping Zappos every chance they get. :-)))
No contact necessary. Just need to say thank you to all at Zappos for the best service I've experienced online!! Orders, returns are top notched, very easy and fast. Thank you very much, other sites could take lessons from Zappos. Your service is very much appreciated.
I wanted to get to a higher up to tell you that you have got the most fantastic customer service people. I don’t trust going online and doing my order that way, I’d rather talk to a person. And, the representative that I spoke with is a fantastic person! She took time and went over everything with me. I’ve called Zappos and they have never ever been nasty with me. Your company is absolutely fantastic! I will always be a customer as long as I’m treated right. Zappos is just fantastic to deal with. You hire the people that really care. That representative absolutely really cares about my feelings. I started buying stuff like shoes and now I’m starting to buy clothing. I’m not usually comfortable buying online, I don’t trust it right away. I tell everyone about Zappos! People that do well, I just want to make sure they get recognized and make sure that they are given a little extra. People don’t recognize this service often. They don’t always get the recognition. Word of mouth gets out. I wanted to take the time to let you know that this person and all the people who have helped me are great!
I wanted to get to a higher up to tell you that you have got the most fantastic customer service people. I don’t trust going online and doing my order that way, I’d rather talk to a person. And, the representative that I spoke with is a fantastic person! She took time and went over everything with me. I’ve called Zappos and they have never ever been nasty with me. Your company is absolutely fantastic! I will always be a customer as long as I’m treated right. Zappos is just fantastic to deal with. You hire the people that really care. That representative absolutely really cares about my feelings. I started buying stuff like shoes and now I’m starting to buy clothing. I’m not usually comfortable buying online, I don’t trust it right away. I tell everyone about Zappos! People that do well, I just want to make sure they get recognized and make sure that they are given a little extra. People don’t recognize this service often. They don’t always get the recognition. Word of mouth gets out. I wanted to take the time to let you know that this person and all the people who have helped me are great!
I just wanted to take a minute to say how awesome Zappos is. My son wears a size "wide" shoe, and it's hard to find shoes that fit in stores. You guys always carry a wide variety (no pun intended) of styles at reasonable prices. Best of all, on every order I've placed you consistently exceed my expectations with super quick shipping!! Even when I opt for Standard Shipping, my order usually arrives in 1-2 days. Awesome! Thank you for being great. :)
Zappos has the absolute best customer service of any place online or offline. You guys consistently deliver great service and I really appreciate it. THANKS!
Hey Guys,
I wanted to point out an example of extremely good customer service by the quirky little (well, not so little but it feels little) company known as Zappos.com.
I bought my wife a new watch in February 2011 for a birthday present. Recently, it started slipping behind and wasn't keeping the correct time anymore. We tried a new battery but that didn't help. So, I had the idea to ask Zappos if they could do anything for me. I thought they'd tell me to talk to the manufacturer or just tell me there was nothing they could do.
Instead, they fully refunded the purchase price! By doing that and taking my word, they reinforced that their priority is keeping me happy. That in turn has bought them 100% loyalty from me and Verona.
Let's all keep this in mind when we make decisions about how to keep our clients happy. Ultimately, what we want are people that are loyal to us and come back time and time again.
My father's caregiver broke down while placing an order two days after my father passed away. She apologized and explained what had just recently happened to my dad. The representative who took her order was kind enough to send a flower arrangement to my parent's address with a card offering condolences. That was absolutely not expected and more appreciated than you will ever know. I work in a very popular restaurant in Palm Springs, CA and have repeated this story to my guests many times over. Thank you for putting your customers first. I, and many I know, will be long time customers oh Zappos.
My father's caregiver broke down while placing an order two days after my father passed away. She apologized and explained what had just recently happened to my dad. The representative who took her order was kind enough to send a flower arrangement to my parent's address with a card offering condolences. That was absolutely not expected and more appreciated than you will ever know. I work in a very popular restaurant in Palm Springs, CA and have repeated this story to my guests many times over. Thank you for putting your customers first. I, and many I know, will be long time customers of Zappos.
Dear Zappos,
How can I express my love for you? You warm my heart and take care of all of my issues. Your customer service actually believes in helping your customers and meeting our needs. Do you realize how surprising this can be to customers who usually have to fight for any service? I actually get a little teary eyed with how helpful you are. Calling your customer service department is a little like seeing a unicorn and I am in shock and disbelief that such a wonderful thing actually exists. Your service is exemplary! I only wish more companies followed your model. Thank you! I look forward to shopping with you in the future.
Dear Zappos,
I wish that the entire corporate/retail world would get what you guys do. You are clearly the most enlightened company on the planet. Truly. I think it all started when I began the online shopping thing in earnest, sometime around 2000. I tried another shoe website and then you guys. It didn't take long for me to realize what you were trying to do... and then ultimately DID do: you found the magic formula of how to relate personally to the online customer. And now a decade later you have made this an art. Here is what is brilliant: A few days ago I decided that I needed a really comfortable short boot. I knew that I could order a couple or a few, try them on, choose the one I liked, and return the others with no penalty. And that it would all happen within a couple of days. I didn't have to go to a mall, (I work 14 hour days on a soundstage in the film biz, I don't have time for that) but you had all of the styles I could possible dream of and I found them, WITH A VIDEO YET, right on my screen at home. AND when there is a question I have, there are these really nice positive people on the phone to help me. And they are great communicators. So, Happy New Year to Zappos and thank you so much for the brilliance of your perfect corporate culture. I will be a customer with you forever.
I simply cannot comment on only one purchase from Zappos.com Christmas alone, I purchased four different pairs of boots/shoes. All were of excellent quality. I only had to exchange one pair because my son preferred something different. The exchange was a no-hassle experience..very easy to do. Free shipping both ways and satisfaction guaranteed. There is NO going wrong with Zappos! I would recommend you to anybody or anyone in a second. THANK YOU!!!
