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Zappos.com Customer Testimonials (10244 total)

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Dear Sir/Madam, I'm writing just to thank you folks for your awesome service once again. I'm at a loss for words to express my gratitude for your quality of service, either with my own experiences or that of people I've referred to you. Thank you. I'll be ordering again soon.

Travis H. │ 09/17/2012

Only a comment . . . for everyone at Zappos . . . thank you. Thank you for having such awesome service, friendly people to help and a great selection of clothing, accessories, shoes, handbags, you name it; it's appreciated! I'm a plus size, and that makes shopping for clothes trickier. I appreciate the fact that you have clothes for people like me that don't look like something manufactured by Omar the Tent Maker . . . a mistake that department stores make . . . so, thank you. I enjoy shopping at Zappos!

Karen │ 09/17/2012

Great, big changes are coming into my life and, for some reason, I want you to know about it. For many, many years Zappos has been a great friend to me; yes, I had to pay for it, but I am not talking about money here. You have been a friend to me because of the way you treated me. I shopped with you to a great extent. Because the gorgeous things I bought from you helped me overcome great loneliness and the way your people treated me is so way over the top nice, you have no idea how much it helped me. Now, the changes: I am no longer able to live alone, but will be moving to a senior living quarters . . . and I will not have room for all the beautiful things I bought from you. Much of it, I will be giving away . . . much of it will get tossed. Your “stuff” brightened my days, but I will no longer have the means and/or the room to “house” it. Finally, I want you to know why I will only very rarely still buy things. I don't want you to think it was anything you did wrong. It is that my life will drastically change, and have no room for frivolous shoes and clothes. So, now you know, and please tell everyone how great they are, and how much they all meant to me, when they spent time with me on the phone. Thank you, Zappos, you are doing a fine job. ;)

Adelheid J. │ 09/17/2012

You guys are AWESOME! Thank you so much!

Shari E. │ 09/17/2012

I am very happy with Zappos' customer service and the shipment arrival time!

Nancy C. │ 09/08/2012

Third time's a charm!!! I put them on as soon as I opened the box, and haven't taken them off since then. Now THAT'S a good pair of shoes! Thanks for your quick and efficient service. I plan to wear these on set every day of this five-week shoot.

Kjirstin Y. │ 08/27/2012

I'm taking a moment to tell you how wonderful I think you guys are, both in general, and today in particular. Yesterday, while I was on the road between Austin, TX and Indianapolis to see my son compete in the Drum Corps Int'l finals in Indy, I got a call from him asking me to get him a new pair of sneakers since all his shoes are completely worn out. Rather than having to find a store in unfamiliar territory and hope they had what I needed, I was able to get online on my iPhone and place an order to be delivered to my hotel. I didn't have to worry whether they'd ship on time or whether the order would be right. I had total confidence that you guys would get the order right, and on time. I have worked in an operations environment for years, and I know how much work it takes to execute at this level consistently. Please pass along my thanks to your team. All the hard work is appreciated. Thanks.

Laura D. │ 08/18/2012

I don't have a question. I just want to tell you how great I think Zappos is. I ordered a pair of Dansko clogs in a style and size of which I own many pairs already. They did not fit right, and when I called you offered to send me another pair just like the ones I had to see if it was just a problem with the pair I ordered. The second pair is fine. I'm just blown away at how easily and nicely that was handled. I've been with Zappos for a number of years and think you're great, but this was extra special. That's all. Pass it along.

Ruth S. │ 08/18/2012

I won't go into my story with Zappos but I want to say that I have never had such a pleasant experience dealing with any internet company when a return was involved. I ordered one pair of shoes, it was wrong, next pair was wrong, third and fourth pairs were perfect. NO PROBLEM with returns and no charge. Friendly, helpful, sincere, want to have them over for dinner Customer Service people. So nice to talk to, so helpful, made me feel like I was their only concern for the day. Any time I need anything, I will go to Zappos first. Your VIP ordering is fantastic. I love you Zappos. Wish there was more I could say and I wish the world could hear me when I say, “Zappos is the best.” Love you.

Marguerite S. │ 08/18/2012

I would like to take this opportunity to say how very thankful and grateful I am to the Zappos.com team; I heard how your company recently helped my Grandson Avery (a recent victim of an amputation) with shoes and sandals. May I say again, “A sincere Thank You “. We are blessed that he lived thru this stepping stone in life, but you have helped to lift him further over a few pebbles and give him a sense of ability to continue on with his trek in life. God bless you all for your generosity and kindness.

Teri B. │ 08/18/2012

You all have been awesome! Every person I’ve dealt with at Zappos has been absolutely the best. Thank you for your assistance in the purchase and return for exchange of shoes that are truly the best I have ever used for walking. I will certainly be visiting the Zappos website often. Thank you!

Bonnie R. │ 08/13/2012

Thank you for expedient and quality service! You give excellent help and consideration to customers through your service reps. My exchange was made simple thanks to shopping online and help over the phone.

Jeanne C. │ 08/06/2012

People are always so quick to complain, yet people rarely take a moment to express their gratitude. Being a person who has always shopped a lot and who has spent a lot of money on items that often went unused, I want to thank you for running a company that has helped simplify my life. Almost three years ago, my mother was severely injured at work. She was hospitalized approximately eight times since then. I have spent that time caring for her. Every security we thought we had nearly slipped away from us. My initial order from Zappos was exercise clothes for her when she was starting physical therapy. All but one item I ordered for her was perfect. The item that didn't fit was returned, as I ordered yet another perfect item for her. She was elated when I took her to therapy. I purchased her sneakers from a department store prior to my first order from Zappos. That was one of the first times in a long time that I witnessed my mother's improvement. I want the staff of Zappos to know that they are doing a tremendous job. Quick shipping, accurate orders and timely return processing really help, especially when you're shopping for someone who is ill and/or injured and unable to patronize a shopping mall. My mother is improving. I just wanted you to know how much of a blessing you are for providing competitive pricing, free shipping and easy returns. I wish I'd thought to explore Zappos earlier, but as I always say, everything happens when it is supposed to happen. I've owned at least 200 pairs of shoes at one time and somehow never felt like I had enough. Being able to care for my mom and do things for her like transport her to appointments, cook for her and order what she needs online have truly made me feel purposeful. With that said, THANK YOU. I will continue being a patron of Zappos and singing your praises both in person and via social media. Have a prosperous remainder of 2012.

Latrece H. │ 08/06/2012

I placed an order earlier this week for two pairs of shoes for my daughter. I received an email yesterday from Zappos apologizing that one of the pairs of shoes in the order was not available. In addition to apologizing profusely (which I truly appreciated but really wasn't necessary . . . they're only shoes!), I was given a $15 coupon to use towards a future purchase. Who does that?!? Hands down, Zappos has the BEST customer service of any company on this planet!! You continually exceed all of my expectations when I shop on your site, whether it's the very quick order processing, the widest selection of products anywhere, and the simplicity of making a return or the proactive responses of your CS team. I will always shop on Zappos and recommend your site to all of my friends whenever possible. Thanks for being such an outstanding company!!

Elizabeth S. │ 08/06/2012

After an afternoon at the mall, and having spent what to me was significant amount of money on my daughter's back-to-school clothes and back pack, I was disheartened by the lack of friendliness and the poor quality of customer service shown to us by the store clerks. In this economy, I would think that employees would be encouraged to make shopping experiences enjoyable, and thus bring customers back to those stores. I saw a pair of sneakers at the mall, and decided to check the Zappos website to see if they were available. I had been given a pair of boots as a gift from Zappos, but they had to be returned, and I didn't know how to do this or exchange them for the sneakers. I called and a WONDERFUL representative helped me with patience, kindness, and humor. I have my return label printed, and a new pair of sneakers on the way. She made me feel so happy to have shopped with Zappos, and I am looking forward to becoming a loyal customer. My experience with Zappos today was top notch. You really know how to treat your customers. Thank you Zappos!

Jennifer H. │ 07/23/2012

Dear Zappos Owner and all employees, This letter is to all of Zappos staff. I wanted to take the time to let you know how much an impact you have on the lives of the people you work with. To give you a little background, I am a disabled Veteran (US Marine), and I live on the Island of St. Thomas, USVI. I also have brain damage from a head Injury, so writing a letter is a long undertaking, but you have it coming, so get ready hear it comes. :-) You are all absolutely incredible. I love the company structure, the family philosophy, and all the little things you do to make shopping with you so much fun. It means a great deal too; you have taken a very negative experience (shopping, transportation, or using several different sites that take hours of time and do not produce anything but upset and the wrong item and no way to return it, plus double billing) and turned it around. Now I love to go to Zappos and just look around and build a list of the things I need in my favorites section. I can save up to get them in the future. I am saving up for the stuff I will need when I can see my children for the first time in nine years. I have two grandchildren that I have never seen except for pictures. The fact that I can find what I need and get help if I have a problem from a real person is great. To even make it better, the person at Zappos that helps me really cares about my experience. You have made my life and the lives of a lot of Veterans and disabled people better. If I get to a place in rehab that I could work I know what kind of business I want to work for, your kind. This gives me a goal to work for which is very important for my healing. I know all this may sound like small stuff to all of you but to me and to all of us I assure you it isn't. To sum it up Zappos has done this for my life. 1. Allowed me to create a budget for seeing my family again. 2. Now I can dream of seeing the children without being worried that I am lying to myself about it. 3. You have given me a focus for rehab and a clear picture of what kind of workplace I would like. 4. I can make a real list of the things I need to go see them. PLEASE start the AIRLINES because I will need a ticket for the plane ride. Please let me know if you get this letter and please pass it around so every one of you know how great you are. Thank you a million times!! Love and Light.

Joseph S. │ 07/23/2012

Hi, I called your customer service number today and was greeted and assisted by a wonderful representative. My question was answered and even additional useful information was provided. I know that many people are quick to write an email about complaints so I wanted to do the contrary. I was so appreciative to this girl for her help and for her friendly disposition. This is not always the type of customer service provided by online retailers, so I wanted to say thank you. :) It was refreshing to experience that. I hope you have a wonderful day, and I look forward to my future purchases with your company.

Ashley C. │ 07/16/2012

Hi Zappos, I wanted to tell you about my seamless return experience. I'm trying to find that perfect pair of casual boots, and I ordered a pair from Roxy. However, when I received them I realized these boots were made for winter and would be too hot for any other season, and they didn't quite fit. Too bad. But my return experience was superb. Just logged in, printed out the label and dropped it off at UPS. I got my refund about a week later. Great work! I won't hesitate to order again, hopefully this time I will not have to return them! I also appreciate that your return policy is the whole year, which makes it much easier than having to meet a deadline. Thanks guys.

Sabrina B. │ 07/16/2012

You guys are amazing! I will certainly buy from you again because your products are great quality for the inexpensive price compared to the stores, and you are honest and very responsive to customer needs. I am sure you get more than your share of difficult customers, but I am glad that you have not let them affect the way you do business. Believe it or not there are very few online websites that are a trusting as you! Thank you for being so AWESOME!

Janet D. │ 07/16/2012

I hope the CEO of Zappos reads this because I was blown away by the service I received! I purchased for my husband some Keen sandals for Father's Day to use on our 30th wedding anniversary trip to Kauai and Maui. We arrived in Kauai and my husband put on his new Keens only to have the back loop break. He was disappointed. I remembered that Zappos has incredibly short delivery times so I took a chance and called Zappos asking if they could ship a replacement to our hotel. We were there for 4 days after my request and the replacement sandals came in 3!!! We were both so excited and impressed with the helpful and courteous sales team as well as rapid delivery. You are, by far, the best internet service I have ever experienced. Thank you for making our 30th wedding anniversary everything we hoped for!

Alida B. │ 07/16/2012

This will not be a lengthy thing. I just want to tell you that I have had numerous contracts with your organization. In every instance, I have to tell you NEVER and I mean NEVER have I been treated better. Please, please check your records of my phone calls with your people and give every one of them a huge ‘atta boy’. I will close this by saying I am 75 years old and never have I had better service and the politeness of your people just make it even better. THANK YOU FOR BEING THE TYPE OF ORGANIZATION YOU ARE AND PLEASE DON'T CHANGE. Thanks again.

James L. │ 07/16/2012

I have never experienced such fantastic customer service as I have from your phone order specialists. This was the third pair of shoes (from my original order). I spoke to a Customer Loyalty Representative and I truly felt like I was speaking to a friend. He asked me about my day and what I was going to do and actually commented on it! I was looking for a very specific style of shoe and actually went into a Clark's store to try them on. They fit like a glove and I knew I would order them through Zappos! I received them the next day, wore them yesterday and they are perfect. I don't know how you hire your people, but you should give the entire industry a class on Superior Customer Service and how to delight your customers.

Marjorie S. │ 07/16/2012

Hi, I don't really have a question I just wanted to let you know that within the past year I read Tony Hsieh's Delivering Happiness book and it changed my life. I quit my miserable job and was so blessed to find a career with a company that has a similar culture to Zappos. Reading Tony's book made me realize that I should never settle for mediocrity and truly helped me figure out where I needed to be in life. Just wanted to drop a note to say THANK YOU ZAPPOS!

Brooke │ 07/09/2012

I am very pleased with the Zappos customer service. Zappos representatives are very well-trained and perfectly know how to properly treat their customers. They will do everything to solve any problem and to make their customers happy with the purchase. Thank you Zappos!

Vladimir G. │ 07/09/2012

I had the honor of working a double shift on Friday, 22 June, 2012, at your headquarters building. I just wanted to tell you how impressed I am with your employees and the work atmosphere you have created at Zappos. I have never seen employees as happy, kind, courteous and friendly as your employees. The 16 hours I worked for you went by really fast, in part, due to your outstanding people. You've created something special at your great company. Thanks for the opportunity of serving you and your employees.

Michael K. │ 07/09/2012
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