On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
Zappos Reviews Summary
The company has a mixed reputation, with many customers praising its extensive selection and hassle-free return policy, which fosters loyalty and repeat business. However, significant concerns have emerged regarding service reliability, including delivery delays, order cancellations, and issues with product quality, such as receiving used items. Customers have also expressed frustration over customer service responsiveness and refund processing times. Overall, while Zappos is recognized for its strong customer service ethos, recent operational challenges have led to a decline in customer satisfaction, prompting some to seek alternatives.
This summary is generated by AI, based on text from customer reviews
We monitor reviews for authenticity
Zappos has the best customer service of any online company I have encountered. They are not the cheapest place to buy shoes, but it's definitely worth it to shop here. To be honest, I find it amazing that they don't charge even higher prices for the shipping perks and free return policy. Items arrive within 1-2 day in my experience. Shipping is free and returns are free as well. I shop here knowing that I will have a great selection, superb quality, and wonderful customer service. You feel valued as a customer when you buy anything from them and that is hard to come by these days. I highly recommend Zappos!
I have bought a lot of shoes from these guys over the years and they always deliver quickly and exchanges are no hassle, no problem. They may charge a little extra, but it's so worth the few dollars more! I bought a pair of shoes on some other site and they didn't fit but it cost me $26 to return them! Not with Zappos... these people know how to run an online store.
Always the best prices for shoes, always the best customer service with a smile. I love Zappos!
Referred to me by some people; however, when I go to site, I can never find exactly what I'm looking for even though I click on their ad, it's not available, not in my size, I'm referred to another item.
Great store. Great philosophy of customer service. They make videos for almost all of their products. The friendliest staff ever.
Nice work! This app makes other apps look like child's play. Easy to navigate, easy to order. Fun to use. 5 stars!
Every time I'm needing a particular product in a particular size or color. I go to Zappos as they always seem to have it.
They ship quick and their customer service is excellent.
Zappos is one of my favorite shopping websites. They have a wide selection of shoes, bags, clothes and housewares with very competitive prices, usually better than Nordstroms or shoes.com. The layout of the website is incredibly user friendly so narrowing your search for a specific item is simple. Once you click on the item you really can get a pretty good depiction of what the shoe is like, they give you several different angles: each side, top and bottom. But the best part is that they have a video of the shoe, someone describes it and they demo the shoe on someone so you can really see what it's going to look like, I find that the video is the most useful tool. Other people's reviews are also easily accessible.
The only thing that is good about zappos now is the line of narrow ladies shoes they offer. Their prices are no better than brick and morter stores, and in some cases higher than other on line places.
I have used Zappos several times in the past. Their pricing and delivery was excellent and what I liked best was being able to return something with no charge. Good selections as well.
Great products, for a mostly good price. Easy to buy, easy to return.
Have bought numerous pairs of shoes. Great prices, great discounts, free shipping. Love this site!
Too busy to go shopping in stores. Love the easy exchange and videos.
Take all the positive adjectives in the English language that describe wonderful things and you'll have Zappos. I love them. I have never had a bad experience and I shop with them a lot. I love their return policy. (HerRoom.com could follow Zappos business model here, FYI). The employees are friendly, their site is friendlier. I rarely shop Amazon bc I don't like how things have to be returned. Zappos is the real deal. Zappos' business model is fantastic, a real gem. I just love, love, love Zappos. They're my BFF.
Super online business. They make it very easy to return shoes that don't meet your expectations. They have an extensive selection and good prices. The clothing is a bit high though. Great checkout too.
GOOD SHOPPING EXPERIENCE. ONLY PROBLEM IS SIZING, SINCE YOU CAN'T TRY THE SHOES ON BEFORE YOU BUY. THEY HAVE VERY EASY AND FREE RETURN PROCESS, HONEST AND FAIR COMPANY.
I've bought many shoes for myself and my kids through Zappos. The selection is excellent, the customer service is excellent and the returns are super easy. Because it's so easy to return things, I now feel confident ordering 2 styles or 2 sizes and returning the one(s) that don't work. It's very easy, fast and smooth- and much easier than dragging the kids out for a shopping trip.
Ordered some Ugg-type boots - the real shearling kind and they came quickly and were exactly what I was expecting.
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Similar businesses you may also like
See more Shoes Businesses
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
SmartCustomer for Business
Gain trust and grow your business with customer reviews.
Claim your free account