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Zappos.com Customer Testimonials (10244 total)

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My experience shopping online at Zappos.com, to be my first time, seems a good alternative. I hope to continue shopping at Zappos.com. Very good product experience and I look very good in quality and price. I wish to continue so many future successes soon.

Xavier P. │ 10/17/2011

My name is Rita and I have been ordering from Zappos for a while now. I can never say enough good things about this web site and the people who have helped me when I order from Zappos. I had the privilege of meeting an outstanding representative. Not only did she give me excellent customer service, but she went the extra mile to take time out to help me find another pair of shoes, because the ones I wanted were not in stock. Shopping online can sometimes be time consuming, but Kelly reassured me that she was there to help me and that I was not taking up her time. I commend you, Zappos, for the outstanding service that I continue to receive from your customer service reps. I thank each of you from the bottom of my heart.

Rita P. │ 10/17/2011

As always, thanks for your help guys. I hate to send things back but when we order things for the kids sometimes the size is just off. I always tell my friends about you and always highly recommend you. I'll never buy my footwear anywhere else. I'll definitely be ordering more stuff for the holidays. You guys are awesome!!! Keep up the great work!!!

William M. │ 10/17/2011

Thank you so much for making my return of a pair of sneakers I just ordered so painless!! I am leaving for a 10 day vacation in 4 days and I need a great pair of sneakers STAT! Thank you sooooo much!!

Laura W. │ 10/17/2011

I just had to express how impressed I am with Zappos.com. This all happened last night: I had some shoes turn up missing from my doorstep after a recent order. UPS said that it was delivered earlier in the day and yet, the package was nowhere to be found. UPS said I would have to have Zappos call them and set up a trace. So I called Zappos and got the kindest woman I have ever talked to on the phone. She not only genuinely sympathized with my situation, but she also upgraded me to VIP status, set up another delivery for the same set of shoes for free, AND gave me free overnight delivery on them. I was already VERY impressed with the service, but when I woke up at 7 AM this morning there was a package on my front porch! Sure enough it was my shoes. This was my first experience with Zappos and not only will it NOT be my last, but I will have everyone I know order from you in the future. I can't express how impressed I am with this company, especially in this day and age. You have another customer for life.

Anthony P. │ 10/17/2011

I would like to thank Zappos for taking the time to send me a bouquet of flowers following surgery I recently had a broken ankle. A few weeks ago I had placed an order for two pairs of shoes through Zappos. I realized after checking my email inbox that they had been shipped after my accident happened and would not need shoes for awhile as my left leg is now in a cast. I called to cancel my already shipped order and the representative was kind enough to go ahead and have the order returned for me. Unfortunately, I don't remember her name but wanted to make sure to thank your company and representatives for being so kind to think of me and so helpful during this unfortunate period in my life. Thank you so much and I look forward to a speedy recovery and to soon be able to order more shoes from you!

Betsy B. │ 10/17/2011

I would like to thank Zappos for taking the time to send me a bouquet of flowers following surgery I recently had a broken ankle. A few weeks ago I had placed an order for two pairs of shoes through Zappos. I realized after checking my email inbox that they had been shipped after my accident happened and would not need shoes for awhile as my left leg is now in a cast. I called to cancel my already shipped order and the representative was kind enough to go ahead and have the order returned for me. Unfortunately, I don't remember her name but wanted to make sure to thank your company and representatives for being so kind to think of me and so helpful during this unfortunate period in my life. Thank you so much and I look forward to a speedy recovery and to soon be able to order more shoes from you!

Betsy B. │ 10/17/2011

Wow, I am just amazed. I will forever be a Zappos shopper (especially now that I am VIP). I spoke with a representative via the online chat option about an order. She was pleasant and helpful. Due to that wonderful experience, I have been suggesting Zappos to friends and family. So not only am I pleased with the customer service, but I love how easy it is to use the website! I especially love the videos showcasing most of the shoes. So THANK YOU for being one of the great shopping websites. Other companies should seriously turn to you for inspiration. Take Care,

Emily │ 10/10/2011

Dear, Darling, Zappos, I have a confession to make. I've cheated on you, and I feel horrible. It doesn't matter with whom (ahem, another .com), but I am so sorry, and I will never do it again. See, I was spoiled by your selection, your freaky fast shipping, your no hassle returns.... I thought I was so special, I could get that treatment anywhere, but I was wrong. I do blame you a bit for my straying... if you had my Doc Marten Triumph 1914, the grey floral ones, in a size 6, perhaps I wouldn't have looked elsewhere, but alas, I did, and I was woefully reminded how cold and cruel shoe buying elsewhere really is. I beg for your forgiveness and promise to remain loyal for now and for always. Sincerely, your sorrowful, cheating customer, Marisa

Marisa S. │ 10/10/2011

I just wanted to say that ZAPPOS is excellent. The customer service is superb!!! I LOVE the fact that your shoes are shipped right away, and I know when to expect them. I have yet to have a problem with any shoes that I have purchased from ZAPPOS. The description and picture has been accurately described. Thanks for the shoe quality, variety of selection and FREE shipping. Your prices are reasonable. Overall, I’m a super happy ZAPPOS shopper!!! THANK YOU!!

Nidia P. │ 10/10/2011

Dear Sir or Madam: Please allow me the opportunity to brag about Zappos. I recently called Zappos customer service about a return, and I spoke with two different people. Both of them gave me an unusual and sparkling greeting when answering the phone. Both greetings were completely different and innovative and thoughtful at the same time. Where is my tape recorder when I needed it? It's not possible that I just happened to get the two best customer service people on the phone at the same time! (Is that possible?) If not, then your company is promoting an atmosphere of excitement that is very infectious. If you send me two random greetings from any of your customer service reps, I promise you that I will brag about Zappos to at least two other people at my company. Perhaps, I'll brag about Zappos whether or not you send me the greetings. Thanks for making my day better. Sincerely,

Garry G. │ 10/10/2011

I just wanted to say great job! You guys were great to deal with and everything was shipped on time and even a little earlier than scheduled! I am very pleased with this company and I will definitely refer you guys to anybody looking for a pair of shoes. Thanks again!! I'll be back soon!

Joshua G. │ 10/02/2011

Hi Zappos! Sorry for the delay. I wanted to thank you all from the bottom to the top of my heart for sending my little girl's shoes as quickly as you did. We really, truly appreciate all your hard work and keeping your customers HAPPY!!! By the way...I love the videos of the ladies actually holding the shoe. It gives us a better perception of what to expect...No one else offers that. Keep up the great work! Best Regards

Kamilah S. │ 10/02/2011

Being an old retail employee from way back, I thought I should email you guys and congratulate you on what I feel is your outstanding customer service. The few times that I have used your services – ordering from your web site, or just surfing – have been both a real pleasure and trouble-free experience. Being upgraded to faster shipping, I believe, the both times I have ordered was a pleasant surprise and a confirmation that someone out there still knows how to service their customers, make them happy, and keep them coming back. Obviously the emails do not replace a face-to-face or telephone conversation, but it shows you guys are at least trying to personalize the experience as much as possible in this day and age. Keep up the good work. I tell everyone I know to order from your store. Thanks for the shipping upgrade.

Frank D. │ 10/02/2011

Thank you so much for your quick, friendly, and above and beyond service. At least twice I have received packages at an upgrade to overnight shipping just out of costumer appreciation with no fees. I also really appreciate your 24/7 Zappos Customer Loyalty Team hotline that ensured my return to be processed and credited back to my account at an earlier date than scheduled. I did not expect it, but the associate on the phone credited the account right when I called. I have had nothing but a great experience with your company and I will certainly continue to shop with you, and recommend others to do the same.

Rebecca S. │ 10/02/2011

Many thanks for all that you have done to help me get my golf shoes. I am looking forward to seeing them sitting by the door when I get home tomorrow. Yes I still enjoy getting mail and packages... Your company has gone above and beyond to try and keep us all happy. I have spent the past 24 years in health care which is all customer service driven so I was pleased to hear from so many kind and bright folks from Las Vegas – my favorite town. Tony, you have done a fantastic job in making sure that everyone at every level can provide great and happy service recovery. I will not forget Zappos and I have already talked about YOU to my friends and staff at work. All my best for a busy year of growth.

Marianne L. │ 10/02/2011

Many thanks for all that you have done to help me get my golf shoes. I am looking forward to seeing them sitting by the door when I get home tomorrow. Yes I still enjoy getting mail and packages... Your company has gone above and beyond to try and keep us all happy. I have spent the past 24 years in health care which is all customer service driven so I was pleased to hear from so many kind and bright folks from Las Vegas – my favorite town. Tony, you have done a fantastic job in making sure that everyone at every level can provide great and happy service recovery. I will not forget Zappos and I have already talked about YOU to my friends and staff at work. All my best for a busy year of growth.

Marianne L. │ 10/02/2011

I just wanted to express my thanks for some great service. My daughter ordered and received her volleyball shoes back in July. By September they had started to rip out at the sole. When we called (on a Friday) the initial representative offered an exchange but could not complete due to a situation with the computers (which she knew would last until early Sunday) and asked us to call back Sunday. When we did we found out that her size was no longer available. The representative checked various styles and even found the same shoe at another web site and offered us a $20 coupon for the situation. We decided just to return the shoes and shop locally for shoes, but again were unable to find. In the meantime, the same representative contacted us back and informed us that we did not have to return the shoes and asked if we would consider men's shoes. We hadn't thought of that before even though my daughter had previously purchased men's shoes and had success with them. We found the shoes she wanted in the size she wanted and they were delivered before her next game on Tuesday. Thank you so much for the service.

Joan N. │ 10/02/2011

HA! You guys are awesome! I love how you make such a simple tracking email fun and silly with “superspy” and “mission control” words as well as ending your email with the word “love.” I work for a corporation that, of course, takes everything super serious and follows guidelines to a point that makes work-life uneventful. It is great that there are work forces out there that let their employees show some imagination, creativity, and personality through their work to make a personal connection with their customers. Great job!

Amanda H. │ 10/02/2011

First of all I just want to say that I love Zappos. For a woman like myself with narrow feet, it was almost impossible to buy stylish shoes before Zappos – and I will continue shopping with you till I die. I am a Zappos VIP member and love the free overnight shipping. The problem occured with my last order. I guess I was not at the VIP site when I placed my last order and instead got free 3-5 day shipping. It took 3-4 days to receive my order – okay, but not overnight. My suggestion is to make it that when a VIP member like myself logs in to the Zappos site that it automatically sends you to the VIP site if the person is signed up for VIP. That way he or she will get the overnight shipping automatically. Thank you for consideration and keep up the good work.

Anonymous │ 10/02/2011

I contacted customer service by phone today as I wanted to return a pair of boots, even though I had already thrown out the original packaging materials and boxes. I fully expected to be told that I would have to pay some type of fee due to not having the original packing materials. Imagine my surprise when I was told because I was a loyal customer, I could return the boots by simply placing them in a bag and then in a shipping box, and Zappos would even send me a label to pay for the shipping! I was even more surprised when I told the person I was speaking with that I also wanted to purchase another pair of boots and would do so once I knew Zappos had received the boots I was returning, as I could not afford both. She told me that was not necessary and that she would send them out immediately, with the understanding that I would return the first pair within 14 days. I cannot think of any other business that would send a second pair of shoes before receiving the first ones back. Zappos’ faith and trust restores my hope for the human race :)

Debra K. │ 09/26/2011

Just had to drop a line and say there really is no better place online or the malls/local stores to purchase shoes. Your selection can't be beat. You ship super fast and returns are processed at lightning speed. In times like these with the depressing economy, wars, etc. it's nice to have someplace you can rely on for value and service when you need to shop as a brief escape or a necessity.

Jana W. │ 09/26/2011

I want to register a significant complaint. I hope you have the guts to send this message to your CEO. I ordered a pair of replacement casual shoes from you. It was my first visit to your site. I was dismayed that you carried this brand and had my size in stock. Most professionally run web commerce sites carry little inventory and it is S.O.P. to have the customer order placed on backorder. I received the shoes only to find that my shoe size had changed due to age and slipping arches. I was prepared to do my usual angry customer routine in order to get you to do a refund. You had the audacity to allow an RMA to be printed directly from the site WITHOUT talking to a return drone. To add insult to injury, Zappos paid for the return. This policy sets a very bad precedent in the web order industry and it upset me for days. Much to my own stupidity, I ordered another pair of shoes in the correct size. Someone in your organization sent me an email telling me that you were upgrading my shipping method for faster delivery. Honestly, what is going on there? I've been a longtime mail/web order person and have never had such non-standard service. The final nail in the coffin was a sneeringly friendly email that you had credited my previous order back to my credit card. Frankly, I'm not quite sure how you stay in business.

Neil S. │ 09/26/2011

I ordered a pair of sneakers for my daughter and they were too small. I called your customer service and the representative was extremely helpful and friendly. My experience was so positive that I wouldn't hesitate to purchase something from your web site again. It was also nice to speak to someone that English is their first language; it made the phone conversation much easier.

Gaye M. │ 09/26/2011

Holy cow! That was a great email and excellent customer service. I am so happy with Zappos. Your company really is leading the way to how business on the web can be done in America. I love that Zappos has not outsourced its customer service to another country. I have no beef with other countries, love many of them, but I do appreciate American customer service departments who can write. Writing seems to be a level of intelligence that is generally missing from many customer service departments, but it's not missing from Zappos. Excellent work.

Anastasia S. │ 09/26/2011
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