Zappos & COVID-19: A Shipping and Customer Service Update for You

Like so many of you, our Zappos Family is made up of working parents, community members, and people just trying to navigate a new normal. Here’s what we’re doing to reduce the coronavirus spread, while working hard to continue to WOW our customers, vendors, and employees. Please take a moment to read.

WOWing Our Customers--Shipping Information

With the spread of COVID-19, online shopping continues to rise dramatically. As a result, our shipping promises will show longer than you normally expect. As of now, we consider our fulfillment teams to be business critical, and they continue to work 24/7 to make sure your order arrives as quickly as possible. For our employees’ safety and yours, we’re taking extra precautions with additional cleaning and sanitation in our fulfillment centers. We will continue to try hard to “Deliver WOW Through Service” (Zappos Core Value #1), even in the toughest times.

WOWing Our Employees & Vendors--Call Center Information and More

Like you all, we are pivoting daily to keep up with the changing world, all with an eye to the safety and health of our employees and our community. Never has our Core Value #2, “Embrace and Drive Change,” been more tested. To that end, all Zappos employees and contractors—with the exception of business-critical personnel as mentioned above—are officially working from home (WFH) beginning 3/16 through 4/20 and beyond if needed. Every employee from marketing to our customer loyalty team (call center) is able to access the programs they need to do their work seamlessly, including video conferencing, phone systems, email, chat, and 24/7 I.T. support. We’re also giving employees internet and cellphone stipends, as well as any desks or monitors needed to do their job.

In full transparency, and likely similar to your city, our schools have closed. That means if you call our newly working-from-home customer loyalty team, you may hear our children in the background. Possibly our pets too. Please be patient with us as we adapt to this new normal.

If you are curious as to other steps we are taking at Zappos, here are a few of the ways we are making safety a priority:

  1. Minimized external guests on campus.

  2. Deferred non-essential business travel.

  3. Increased the sanitation schedule and deep cleaning of high-touch surfaces.

  4. Deferred, moved, or cancelled larger scale company events.

These changes help us adequately follow social-distancing protocol and allow us to do what we can to protect our employees, our immediate community, and the city and surrounding regions. Stay safe out there.

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