free shipping and returns Customer Testimonials (9932 total)

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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 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

Zappos, based upon my communication with Jay, the reading I did on your website, is tuned for success! I LOVE your version of the “10 Commandments!” I actually thought to myself that, should I ever own a home again, or have a wife (again), or a family (I am currently homeless in a sense—although a member of my family is providing me with shelter—that your “Zappos Family Core Values” (I just looked on your website in order that I could refer to them properly :-) ) could, in fact, be hung on the wall of my very own house—in that I LOVE the attitude, values. and the FUN which are embedded directly into them. I work to obey the 10 Commandments of God, which are pretty serious. The Zappos Family Core Values are a beautiful guide for a positive, successful culture (life), whether you are in the business world worrying about your bottom line or you are attempting to create an environment in which an individual, a couple, or a family may prosper. Having a written policy which encourages friendliness, honesty, open communication, growth, change, a positive team mentality coupled with humility (and fun!) and then actually DOING WHAT YOU SAY (putting into practice where the rubber meets the road) in that the words on your wall actually MEAN SOMETHING—WOW. ?You (Zappos) should HONESTLY sell, for like $10, copies of your Zappos Family Core Values printed up on nice paper or in poster form for a few more dollars. You'd make a sale or two starting right here. ?I already have a “core value system” in life, but the Zappos Family Core Values really hit me in a sweet spot, both mentally and where it ultimately counts the most—the heart.

Craig H. │ 10/01/2014

Just a quick note - your customer service is unparalleled. Everyone on your staff is helpful, friendly and I don't think they've ever said the word "no." I've worked with customer service both via phone and email. I've had nothing but great experiences with Zappos, I hope eventually I can job for all things here.

Laina M. from Chicago, IL │ 09/22/2014

Another wonderful thing about Zappos--when the shoes arrive, they’re all laced. Thanks for that.

Marnie G. │ 09/15/2014

You guys rock?big time. Thanks!

Anne-Lee G. │ 09/08/2014

To all of my friends at Zappos: You are the best. If there is a mister or mrs. Zappo please' convey to him or her the message. I think Zappos is owned by one gentleman; if that is the case, then please deliver this message to him: Dear sir, you have organized your company with complete fairness, honesty, and a strong sense of what is right, they are all so very well mannered, know their products, they are trusting, and are well trained. It is a true pleasure to be a customer. I value your business practices. It shows a fine upbringing and all employees seemingly are happy and satisfied in their affiliation with Zappos.

Frances K. │ 09/08/2014

There is customer service and then there is Zappos service! Thank you so much for your help. I received the wrong pair of jeans and not only are you going to send the correct ones, you let me keep the other pair (which I will donate to someone in need, as your CS rep suggested). Your CS rep was extremely helpful and nice, thank you so much, Zappos! I was a satisfied and loyal costumer, now I'm a total fan!

Paola de M. │ 09/02/2014

I truly put you up there at the top with those retailers who are super nice and accommodating! I got the new size and love the skirt.

Demar R. │ 09/02/2014

Wasn't sure where to compliment. I just wanted to say I am so happy to be a Zappos customer. You make my life so easy, even when I know I have a lot of returns. I love the core values—totally fun and original. Thanks for your great service.

Lee C. │ 09/02/2014

I just couldn't be any happier right now! I just had the best customer service experience of my entire life! Usually when I have to call a company to explain a problem it's such a hassle and inconvenience that I've gotten to the point of no longer wanting to do so and end up eating any cost just to avoid calling customer service. Not Zappos! Here's my experience: Two days ago I had to order new shoes for my son, and unbelievably I got them yesterday. He was excited to put them on and see how fast he could run! He wore them (Nikes) for less than an hour, and shockingly the soles began to separate from the uppers. When I went to Zappos online and read their return policy it said I could only return unworn shoes. But considering that he had only worn the shoes a short time, I thought it would be best to call customer service to see if they would consider an exchange anyway. Surprisingly, they did even more than that for me, and clearly with a smile on their face! I was able to exchange the shoes for a new pair, which cost $8.00 more and they waived the extra price difference! As if that weren't enough to make me extremely happy, I don't even have to go through the hassle of sending the defective pair back! She said I could throw away, donate them, or just keep as kick-around type of shoes! Seriously, the customer service at Zappos exceeded my expectation beyond my imagination! You guys rock, and I will gladly continue shopping Zappos for my lifetime! LOVE Zappos!! Thank you so much for your help this morning!

Kimberly S. │ 09/02/2014
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Zappos Family Core Value:

10. Be Humble