• Zappos

Zappos

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Overview

Zappos has a rating of 2.92 stars from 726 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Zappos most frequently mention gift card problems. Zappos ranks 19th among Shoes sites.

Positive reviews (last 12 months): 16.7%
Positive
5
Neutral
2
Negative
23
17
See all photos

What reviewers want you to know

Positive highlights

  • Awesome experiences at zappos with fast delivery and satisfactory return policy.

Critical highlights

  • Absolutely NO customer service from this company at all.
How would you rate Zappos?
Top Positive Review

“Great experience”

Sal T.
2/1/24

Ordered a pair of flip flops and signed in with my Amazon account and paid through Amazon got an immediate order confirmation, the next day got a shipped notification with tracking and a delivery date they were delivered two days later as promised I just bought another pair

Top Critical Review

“Service Detoriated!”

Helen P.
1/8/24

Zappos used to be my preferred store for buying shoes due to their excellent service. However, their quality of service has declined significantly. They no longer offer overnight shipping, and their overall service has deteriorated. Unfortunately, Zappos, I'm now considering other options as one of your previously loyal customers.

Reviews (726)

Rating

Timeframe

Other

Reviews that mention popular keywords

return policy (61) customer service (195)
Thumbnail of user johnf5519
1 review
1 helpful vote
November 13th, 2023

As major new customer I purchased a pair of New Balance shoes and all was in order they came brand new w/labels! I placed a second order and it was very obvious that these shoes were worn before with no labels, crimped and tied shoe laces, even one of the heel cups was creased. When brought to customer service agents attention there was total disregard!
I am out $100. For this company and I. Will never buy from them again!

Products used:
New Balance shoes

Service
Value
Returns
Quality
Thumbnail of user jenniferwolgamott1
1 review
0 helpful votes
March 5th, 2024

I placed an order for a pair of Brooks tennis shoes on Feb. 25. They said they would be delivered by March 1. I called on March 2 when the shoes still had not arrived and online my order still said "processing". Nobody could see if my shoes had been shipped or not but said they should arrive by March 4. They told me there were no more in stock, but that the pair I was waiting on could be one of the ones that had been in stock. On March 3, they sent me an email canceling my order and telling me it would take 2-10 days to refund my money and sending me a $15 coupon. I am still waiting for my money to refund. On the phone, they assured me if it had to be canceled, they would "take care if me". I can assure you that sending me a $15 coupon and taking forever to refund my money is not "taking care of me". Buyer beware.

Service
Value
Shipping
Quality
Thumbnail of user mikem545
3 reviews
7 helpful votes
January 7th, 2024

I have been a customer of Zappos for many years. As soon as Amazon bought this company, they went straight downhill. I have placed orders that never arrive as promised or just do not arrive. I will no longer be doing business with this company.

Service
Value
Shipping
Returns
Thumbnail of user helenp1221
1 review
0 helpful votes
January 8th, 2024

Zappos used to be my preferred store for buying shoes due to their excellent service. However, their quality of service has declined significantly. They no longer offer overnight shipping, and their overall service has deteriorated. Unfortunately, Zappos, I'm now considering other options as one of your previously loyal customers.

Products used:
SHoes

Service
Value
Shipping
Returns
Quality
Thumbnail of user dustinc278
1 review
0 helpful votes
January 4th, 2024

I called to get help with an order i placed using a digital gift card i received as a gift. After i spent days searching the site for my price range and style, i finally picked 2 pair. The sale had ended by the time i could make the purchase. So the total went over the gift card balance. When finalizing the order, my gift card was not used, and my debit card go charged the full amount.
After calling to correct the issue, i learned that instead of reversing the charge and recharging my gift card, i have to send the shoes back, wait for my refund to process, before i have to go and reorder the shoes a second time and wait for them again.
Im very irrtitated with this. Very imnconvienent and the lady on the phone was not very friendly at all.
If i didnt have a gift card. I would not be shopping with zappos.

Thumbnail of user lisagal2013
1 review
1 helpful vote
July 5th, 2023
Verified purchase

I ordered a pair of hoka recovery sandals June 11 and it is July 5 and I have not received the sandals. Called customer service twice already; first time they assured me that the sandals would be delivered in 2 days, and I would be getting them before my trip. Nothing, these thieves took my money for 3 weeks since I can't find a way to cancel to get my money back. I have been on hold for long time just to cancel. I will never trust this company

Service
Value
Shipping
Returns
Quality
Thumbnail of user annettei31
2 reviews
4 helpful votes
December 16th, 2022

I used to love buying from Zappos and am a VIP customer. Ordered a Xmas gift on December 11. My orders as a VIP are supposed to have one day shipping. No package 5 days later so I called. The first clueless rep had zero idea of what the issue was so asked me to call back. Excellent service. Rep this morning tells me the item is shipping in late January. How convenient for a Xmas gift. Horrible service and the lack of disclosure of a late shipping date when ordering is ridiculous. Shame on you Zappos, a former VIP customer

Tip for consumers:
Don’t use it. They don’t ship right away.

Service
Value
Shipping
Returns
Quality
Thumbnail of user mariam4354
1 review
0 helpful votes
December 8th, 2023

I place an order decided to cancel it right away they took close to 200 dollars out of my bank account. There policy states 2-10 days refund will be put back. They actually take 10 days to refund you the money back. You are better off making the dispute thru your bank and getting the money quick instead of those 10 days.

Thumbnail of user barryc148
2 reviews
12 helpful votes
July 10th, 2023

This mob seem to be running some type of scam. They seem to be affiliated with 6pm.com, as we have tried to order from both sites, only to receive the same message from each of them. I'm not 100% sure how the scam works, but they want to get an "Approval" number so they can charge your bank account whenever they like. I had already confirmed with my bank that the transaction was legitimate, so there should have been no need for an "Approval" number. Shoes were never received, and support is very hard to contact, and slow to respond.

Tip for consumers:
Everything seemed legitimate to begin with, but when my order was not received, I had to chase them twice on their chat support. Neither support person was particularly helpful, and both said that someone else would contact me. Nobody contacted me after the first chat session, so 3 days later I contacted again. 20 minutes on chat to tell me that they couldn't help me and that someone else would be contacting me (again). 3 days later i received the dodgy email asking for an authorisation number.

Products used:
Order was not supplied. Requesting refund through my bank.

Service
Value
Shipping
Thumbnail of user latanyas31
1 review
0 helpful votes
May 7th, 2023
Verified purchase

I purchased a pair of Bed Stu boots and was excited to wear them. Unfortunately, I am returning them. They are a little too big and the bottom shows they have been worn.

Thumbnail of user mendi.everett
1 review
0 helpful votes
December 2nd, 2023
Verified purchase

Ordered from Zappos, called when they didn't arrive, agent gave excuse, told me to cancel/reoder- no

Thumbnail of user mevalina123
1 review
0 helpful votes
September 4th, 2023

Bought a pair of SAS for my elder parent and wanted to order through Amazon Prime as the return policy, if needed, is much easier. However, this third party charges regular price of 154 dollars and sends the shoes thrown in a brown box with tissue paper. The value of this shoe decreases in an open box and might not even be authentic. Shame on them. Will never order from them again and now have to return the shoe and order from the manufacturer.

Thumbnail of user onemangang13
1 review
2 helpful votes
July 9th, 2023
Verified purchase

Used to be a very frequent customer. Now it's like sending a message in a bottle. Order was supposed to be here yesterday, now "delayed" in transit. How do I know this means lost? Because it happened the last time too. Over a week to get $ returned if I cancel, and I can't just get a replacement sent. Need to wait until it turns up. Never again. Bozos you imp*tent scum

Tip for consumers:
Used to be just so good and easy

Products used:
I will eventually have my $ returned and shop elsewhere. I have 0 products.

Service
Value
Shipping
Returns
Quality
Thumbnail of user aaronm1003
1 review
0 helpful votes
January 26th, 2023

This place is limited on the sizes of shoes it carries. I have a $110 allotment towards safety shoes through work, but it is useless when Zappos doesn't carry my size. I had to settle with shoes that didn't fit correctly last year, not doing it again this year.

Thumbnail of user jamesf2258
9 reviews
6 helpful votes
May 30th, 2023
Verified purchase

SKU ******* Dockers Beacon, they show that the width sizes are W & EE. That shoe isn't produced in EE. I just returned the 3rd mistake in a week. Each time thru chat or phones calls, I was assured that they would correct the problem, only to receive the shoe in the wrong size W. Pretty poor! I doubt I'll be shopping with Zappos again. Do some shopping before buying here!

Tip for consumers:
Bad experience all around!

Products used:
I ended up buying a Sperry shoe

Service
Value
Shipping
Returns
Quality
Thumbnail of user amandan119
6 reviews
17 helpful votes
August 8th, 2019

Zappos is one online shop you can always relay on
The give you the best of best of what you need
Will definitely tell my friends to check you guys out

Thumbnail of user sharonr2070
1 review
0 helpful votes
February 7th, 2023
Verified purchase

If you are from Puerto Rico of any outside territory from US, know that it will take almost a month for the shoes to be delivered. I'm very disappointed.

Thumbnail of user dburger8
1 review
0 helpful votes
May 3rd, 2023

Horrible company to deal with. You order, they give you an order number & date of delivery, But then they cancel the order because you did not use your Amazon credit card! I simply wanted to keep Zappos & Amazon separate, so I used another card. They NEVER notified me that they cancelled my order for that reason! Then it took almost 1.5 HOURS to find out why they wanted to do that,over the phone. Absolutely NO customer service from this company at all. Kickbacks between the two of them?

Products used:
They never shipped it!

Service
Shipping
Thumbnail of user bettyf759
4 reviews
1 helpful vote
February 22nd, 2023

These shoes are great! I love the color and style. They fit true to size and do not require any breaking in. The inside of the shoe is very comfortable, soft and provides good arch support. My feet feel supported throughout my entire day at work.

Thumbnail of user douglasw504
2 reviews
2 helpful votes
October 5th, 2023

I ordered a pair of sneakers. Gave delivery date. Delivery was for today and still said arriving today. Never showed. Called customer service and was told I needed to verify payment method. This arrival date was time sensitive and actually needed them.

Turns out they never got shipped and at any point I could have confirmed payment. I never got a notice. No text no email, no change in order status. If I never called them I'd be looking for a truck each day.

Unacceptable, never again. Amazon will get them to you in 2 days, you'll know if there's an issue immediately.

Tip for consumers:
That there was a problem with the order

Service
Thumbnail of user luckyp18
1 review
0 helpful votes
December 12th, 2023

Cannot get straight answers from customer service personnel, Chatted with DEYONCE, seems like they don't need your business, If you have any questions after purchase help, forget about it.
STAY AWAY

Tip for consumers:
Customer service takes too much time replying and usually with no answers

Service
Value
Shipping
Returns
Quality
Thumbnail of user greerh4
2 reviews
0 helpful votes
February 21st, 2023
Verified purchase

I ordered shoes 10 days ago and they still haven't shipped. Zappos used to be better with shipping times. I contacted customer service and they couldn't tell me when they will ship and they wouldn't do overnight shipping to make up for the lost time. Disappointed in Zappos and probably won't use them after this.

Service
Value
Shipping
Thumbnail of user derrickj92
2 reviews
1 helpful vote
February 4th, 2022

Easy to use website - convenient - great product selection. Would like to see quicker restocking on sizes in popular items.

Products used:
shoes

Service
Value
Shipping
Returns
Quality
Thumbnail of user ericmeyers64
1 review
1 helpful vote
November 1st, 2023

WELL ZAPPOS. YOU HAVE THE WORST CUSTOMER SERVICE, I AM NOT SHOPPING WITH YOU ANYMORE PATHETIC CLOWNS. IN The LAST 2 Days I have been on hold for 11 plus Minutes, Disconnected numerous times, Hung up by managers.MY MONEY WILL SPENT ELSEWHERE FROM NOW ON. OH BY THE ZAPPOS IN AMERICA WE SPEAK ENGLISH. BOYCOTT ZAPPOS.OH BOY NOW ZAPPOS TOOK TWO PAYMENTS ONE OF $50.00 AND ONE OF $100.00 FROM TWO PREPAID CREDIT CARDS FROM AMERICAN EXPRESS AND NOW REFUSES TO RETURN THE MONEY AND HAS A THREAT IN MY EMAIL BOX ABOUT CLOSING MY ACCOUNT ON ME. BOYCOTT ZAPPOS NOTHING BUT COLD AND UNFEELING LOSERS WHO WORK FOR AMAZON. THEY ARE BLAMING ME FOR THIS AND THEIR PATHETIC CODE OF CONDUCT, JUST SEND ME WHAT I ORDERED.SO NOW I GOT A ORDER CONFIRMATION EMAIL ON SUNDAY, SAYING MY ORDER WOULD BE HERE ON MONDAY, AND SURPRISE I AM STILL WAITING FOR IT. SO AS OF NOW ZAPPOS HAS MY $100.00 AND I DO NOT HAVE MY ORDER. NICE GOING ZAPPOS STAY FAR AWAY FROM THIS COMPANY.

Tip for consumers:
BOYCOTT ZAPPOS.

Products used:
A lot of everything.

Service
Value
Shipping
Returns
Quality
Thumbnail of user judym1819
1 review
0 helpful votes
August 11th, 2023

After a week of placing my order, I inquired on the status. Was told it was held up cuz of the Paypal payment. I used paypal twice after and already received both products from different vendors. I checked my Paypal account and it was "waiting for Zappo's to complete the order". When I told the rep that, she told me I could cancel the order. After I lost a week and need this for a birthday gift. Zappo's sucks!

Service
Value
Shipping

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2.9
726 reviews
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