LK s.

Professional, courteous, prompt customer service. The merchandise always arrives on time, in perfect condition. Easy exchanges, returns. Top quality product. Highly recommended. Neiman Marcus is the best shopping experience.

I had been a satisfied Zappos customer for years. This changed today after my discussion / argument with a supervisor who insisted in a rude manner that I had been "educated" about a year ago that coupons are only issued once. Therefore, if I made the exchange I wished to make, I would lose half of my coupon money by ordering another model. When I mentioned that the representative who had helped me with my order five days ago had not advised me so; and that I had no recollection of being "educated" by Zappos at any point in my purchasing history; and when I asked for a record of that particular conversation as a reminder, he became quite rude and aggressive. I do not much care about coupon money from Zappos but it is the principle of the matter. I had no intention of abusing their policy, had I known in advance what it was. However, despite my three graduate degrees, including a PhD, I do not recall ever being "educated" about anything by Zappos! I intended to take this further but will not, as he was rather apologetic toward the end. However this will be the last time I will shop at Zappos.

Horrific experience. Worst customer service. Impossible to get through. "On hold" for over ONE HOUR as they were trying to figure out a mistake on a refund check they mailed me. The mistake was entirely an error on their part! The tone and attitude of the highest level representative I asked to speak to was dismissive and accusatory as though it were my fault. Unforgettably awful experience. A fraud of an operation.