I just wanted to share some feedback on Zappos.
I have a physical disability that affects how my legs and feet move. I walk, but I have a sizable limp. My feet tend to slide around in my shoes, and if the shoe doesn't fit properly, I end up with large, painful blisters and sores.
For my entire life, I have loathed shoe shopping. As a kid, it was embarrassing. As an adult, it's just flat out annoying. I get short on patience after trying on every shoe in six different shoe stores
without finding the Eureka!
When my husband first stumbled upon Zappos years ago, he suggested I try it. Free shipping both ways means the shoes come to me, saving me the headache...
I'm not exactly a shoe horse these days, but I don't dread shoe shopping anymore. It might take a couple trips to UPS to find the right shoe and the right fit, but it gets done.
I'm grateful for the ease of shopping and returning. This is a great website and a wonderful business model. I've recommended Zappos to every friend and family member who'll listen.
Maureen R. from Aurora, IL 05/29/2012
I just wanted to say thank you. I recently needed help with an order, and the people I spoke with were more than helpful, the issue was completely my fault, and yet they could not have been nicer. This never happens to me. I'm usually met with either aggression or apathy and am put on hold for HOURS, but the whole experience with Zappos was wonderful. I am telling everyone I know and will be a loyal customer from now on. Thanks again.
Jack V. from Seattle, WA 05/29/2012
Zappos I just love you...the first time I shopped with you I ordered my shoes on a Monday at noon, and Tuesday they were at my doorstep. This month I ordered a pair of shoes, and a few days later you send me the most beautiful bouquet of flowers. The young lady who took my order asked me a question, and my answer was quite lengthy and sort of sad (I had been very sick, but finally am much better), and now I have TWO great stories to tell about Zappos... and I will tell it to anyone who will listen. You guys are the very best!! Joelle
Joelle P. from Gurnee, IL 05/29/2012
I am just taking a quick minute to tell you how much I LOVE Zappos. Not only is the variety of merchandise amazing (I look at Zappos first before any other web site) but you customer service is like none other in cyber shopping land. I ordered some things on Saturday and they are on my porch now, not even 48 hours later. Compare that to another web site where I ordered early last week and I STILL don't have my stuff. This is stuff for my upcoming vacation, so time is very important! No worries with my Zappos order. :)
Of course your easy return policy is incredible. Things I'm sure you already know, but you should see how many times I post on Facebook “I LOVE Zappos” and sing your praises to my friends. My boss finally broke down and tried you after hearing my praises, and she too is now a huge fan (with TWO very cute dresses
Thank you for being the best online shopping site on the web!
Hey Zappos! To start off I’d like to say your customer service is incredible. I just had a quick idea that I’d like to share with you guys. I believe a live Skype employee could really be beneficial to answering to customers’ needs/wants. I believe this can increase sales for multiple reasons. The customer will feel more comfortable looking at an actual employee answering their question; they will feel as though they are getting undivided attention from the Zappos employee. Not just this but also the term WMD comes into play. Not sure if you guys use a similar technique but Words, Music, and Dance can really effect a customers purchasing experience (Words = speaking, Music = tone of voice, Dance = how you present yourself). They can use their hands and facial expression to really explain and answer all questions.
Christopher K. 05/14/2012
I miscalculated when Mother's Day
was, so I quick ordered a pair of shoes for Mom that I knew she'd love. This was Sunday and, of course, she had them Tuesday. She's familiar with MY love of Zappos, so she couldn't wait and opened them up. She loves them, and is reassured by your easy exchanges, as sometimes she needs a size up. I know she will be in good hands if she has to call to exchange, and for that I thank you. There's too much hassle sometimes trying to do a simple thing like exchange a size, and you make it so easy.
As a P.S., this led to me treating myself to a pair of Uggs
, which I had Tuesday as well, and I love them.
I tell everyone where I get my "awesome shoes" that friends "never see in stores": ZAPPOS!!!
This is our first experience with Zappos – your customer service has been amazing. The return shoes are on their way. Thanks so much for the understanding – you've made a customer for life.
Got it yesterday. WOW, FAST! Love the boots
, love the service, LOVE the wit in your missives, and LOVE being a VIP :-) Thanks much.
I love you. I ordered these at seven o'clock last night... I can't believe they'll be here this afternoon!!! And no shipping charges!!! Anyone who reads this email, you should feel good about your life; you made me extremely happy just now.
I never give consumer feedback, but being a consumer also never feels as good as it does at Zappos.com! I am amazed with the efficiency and accuracy of your search engine that allows me to narrow down your incredible selection of shoes to exactly what I want in SECONDS. I am continuously impressed with your customer service, from the cool printout I used to measure my two-year-old's foot size to the knowledgeable and enthusiastic customer service reps who answered the phone both times I called today. Whatever you guys are doing, it’s working and you are doing it right. THANK YOU for actually operating a truly customer-centric and customer friendly business. Sadly for my husband, you make shoe shopping a pleasure! Until my next pair...
You recently gave me VIP status. Now my boyfriend is DISSING my status, saying he has been a VIP longer and it "means something." I disagree. I think that Zappos stands for freedom and equality for all. However, it would mean a lot to me if you can send me an email telling me that because I take cool surveys (he says Zappos would not waste their time on a seasoned VIP member with such frivolity) and email your awesome customer support team, that I have now earned EXTRA SPECIAL VIP status. This status not only earns me the right to get products shipped next day free with orders by 1PM PST, but also means that all other VIPS must call me Ms. Welland, ESVIP. :)
I'm really kidding and don't want to waste your time, but I do want to prove a point. Plus, he told me the $600 worth of golf clothes
he ordered was mostly going back and it didn't. He kept all but one pair of pants
. Zappos, stop tempting him! I think he has a problem.
Thank you for your prompt and friendly response. I really appreciate how friendly and helpful the CS team is every time I have dealt with Zappos. I didn’t want a refund. I just wanted to let you know about what I thought was a quality issue. But now that you have informed me about the average lifespan of a child shoe, I see that there was no quality issue with the shoe after all.
You guys are incredible. I screwed up an order, called and got it cheerfully and efficiently changed, and the correct order was delivered to my house in No-where-ville LESS than 22 hours later (it takes me about that long to drive to a shoe store). I am awed. Is it some kind of magic? Thanks!!!!
I wanted to let Zappos know we recently lost our friend Garfield, our cat who lived up to his name. He loved when I got a new Zappos box in the mail, as soon as it was opened he would climb in it and take a nap. When he died we put him in a Zappos box and put his blanket on him and buried him in the box. I think he is still napping in it in kitty heaven. Thanks for the memories. When we get a new Zappos box in the mail, my four boys and husband and I always think of Garfield climbing
in the boxes. I think he would be happy with his final resting place!
My husband bought this shirt a few weeks ago at the Adidas
store in Soho, NY. He never buys expensive clothes but he liked this shirt and I bought it for him at the occasion. Accidentally I put it at the dryer machine and the fabric shrank... he got so disappointed when he noticed. I started to look for the same shirt in every online store that I could find... Zappos was the only one who had it. I was so relieved!!!! The customer service rep who helped me was the best, too, confirming my delivery for the next business day! Thank you so much Zappos!
My goodness!! I ordered these shoes on April 24 and they arrived on April 25!!!!!!!!! I don't know how in the world you did it, but THANK YOU SO MUCH!! I usually get these shoes from a storefront in a neighboring town because we have no shoe store here. When I order them from the neighboring town, it takes them two weeks to get them. I like that store, but I will continue to order them from Zappos! And no postage! I love Zappos! Thanks again. Oh, the shoes are wonderful, but I always get these so I knew they would be great.
As someone who works throughout the week (and usually weekends!), finding time to do shopping for something as important feet chariots is tough. Thanks to all at Zappos that made my most recent purchase so easy (knowing that there's someone who has to manage the relationships with the vendors, package the product, craft the code to keep the site going, and also respond to emails like this!). I can't wait to receive my new boots
You have an awesome company. Thank you for your outstanding service!!!!
I just wanted to take a minute to say thank you! I have been struggling with heel pain for over a year and when my new podiatrist recommended Dansko
shoes, I ordered them that night from Zappos, of course. To my surprise the shoes were delivered the next day even though I ordered them after 8pm. Two days later my heel pain is almost gone. Yay Danskos
and yay Zappos for your amazing customer service!!! I really can't thank you all enough!!!!!
Totally amazing! I ordered shoes yesterday and they were on the porch this morning... Thank you for your terrific service and for your kind consideration. This was the third set of shoes I tried, and it is so wonderful to be able to try and return with no penalty or unkind words. The two pairs I received today are PERFECT. Zappos forever!!!
I always have a wonderful experience when ordering with you guys; whoever I talk to has always been so helpful. You have a great staff and, as you can see from my ordering, will always use you.
Thank you! Zappos really does have the best service and the nicest people. Your success is well deserved.
Your customer service is beyond compare.
Margaret from Orleans, MA 04/30/2012
I love you, Zappos.
I always order a ton of things, then keep only a few, sometimes not any. Despite this track record, you're always there for me with prompt service and free delivery. I sure hope the few things I've purchased contribute to your bottom line, but just in case they don't - I would like to provide you here with a testimonial in exchange for all the free shipping and great customer service you have provided me over the past few years. You represent to me the online equivalent of the old-fashioned, small-town shopkeeper I grew up with - who gives special consideration to each customer. Bravo!
So here goes:
I am a practical gal, not a shopaholic, but I am stylish, bargain conscious, and want to get my shopping over and done with. I so appreciate the ease with which I am able to navigate Zappos’ website, clicking my ID, and buying instantly the things I am looking for. Despite your excellence, I still enjoy shopping with my local businesses, when and if they offer service as good as yours! So all the best to you, and many thanks for your great service.
Teresa from Santa Barbara, California 04/30/2012
I just wanted to thank you for your customer service regarding an order I placed for shoes for my son. I ordered them online last week, a size 3.5, and when they arrived on Monday although the box said size 3.5, the shoes were actually a size 13.5. I called on Monday and was told a new pair would be shipped out. The new pair arrived on Tuesday and -- again! -- Although the box said size 3.5, this time the shoes were actually a size 3. So I called again yesterday to have them replaced, and TODAY the new shoes arrived -- in the correct size 3.5! (I mailed the size 3 back to you today.) I know the sizing mix-up was not your fault (they were in a sealed Stride Rite
box), but you made it right so quickly, I don't know how you possibly delivered the right pair to me in less than 24 hours. I was disappointed by the mix-up (twice!), but your outstanding customer service more than made up for it. Thank you, and I'll definitely be ordering again from Zappos!
Joan from Winchester, VA 04/30/2012