Zappos.com

Oh Zappos.
I’ve been trying to finish this review for like six months. Every time I click on the link though, I wind up shopping on Zappos and not writing the review. I just wish the things I was were less money…
I suppose that says it all.

After being a loyal customer for several years, in fact I was a «VIP» for the last year, I had such a negative experience today that I am a) now done being a customer of Zappos, b) writing a Unilocal review and c) my credit card company is launching its own investigation for fraudulent charges.
Long story short, literally moments after placing a large order via phone with a rep (who I spoke to – at the Henderson NV location), I rec’d a phone call from my Visa card about a fraudulent charge placed from within Zappos in Henderson NV which had been rejected because it had the wrong exp date. The card information (for a different amount from my purchase and with the wrong expiration date) was keyed in from the Zappos key pads. My Visa company immediately stopped my card and put into place a number of security measures including their own investigation of Zappos.
I called customer service and attempted to inquire about the issue from my perspective. The two people I spoke to were completely clueless, lost, didn’t listen to me, didn’t care, didn’t apologize, no one was empathetic, nothing. They’ve lost my business for good and they don’t care. I was spending a LOT of money there per year and it’s amazing to me that it apparently means so little and apparently customer security is unimportant.
Just a head’s up to other customers out there. Beware! This could happen to you.

seriously… amazing!
Ordered first time the other day, was shipped item and it had a small defect. I called them and they said they would ship new item without me having to send back defective product. They also upgraded my shipping to make sure I had product before leaving town. Very impressed, I will go out of my way to order from them again. Although I was initially disappointed, they went out of their way to make it right. Thanks Zappos.

This review is not on Zappos’ exceptional customer service, user-​friendly website (I love me a good website!), or their merchandise, rather it’s on their tour I recently took at their headquarters located in Henderson.
Not many people may know that Zappos offers a free 60 minutes tour of their offices, which you can sign-​up for here (do it, NOW!):
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Their headquarters has a personality of its own, which is comprised of an array of personalities from its employees, and you first acknowledge this when you enter. This isn’t your typical corporate office building — it’s a fun house where the employees work hard and play hard.
When I first entered, I was greeted by a friendly receptionist working at the front desk who offered me a bottle of water and checked me in. I thought I arrived on time for the tour, but they started 10 minutes early. No sweat, because I only missed out on the film that’s played prior to the tour.
When everyone regrouped, our tour leader escorted us to different departments where all the employees would stop what they were doing and greet us with drums, tambourines, or other instruments and whatever they can get their hands on to make some noise. Along our tour, we encountered cardboard cut-​out Oompa Loompas and zombie-​themed work areas.
Visitors are allowed to take advantage of the free food in the employee dining hall. If you purchase any snacks or beverages from vending machines, they cost about $ 0.25 and the money goes to charity. In fact, if you decide to purchase books at the bookstore — with the exception of Tony Hsieh’s book, which is free — the money for those also goes to a charity. How great is that? At some point on the tour you’ll be able to take a Zappos «Royalty» photo where visitors can have their photo taken while sitting on a plush, red throne while wearing a crown and holding a scepter or sword. This was perhaps my favorite part of my field trip to Zappos.
Whether you’re local or visiting Las Vegas, I’d highly recommend taking the the Zappos tour if you’re a fan of the company. It’s fun, it’s free, and you’ll walk out with a better understanding and appreciation for what the company stands for.

Could not be more pleased. What you see in the photo as white is normal as I have seen this very shoe in a local mall.
However the pair Zappos sent me have silver metallic inserts which look bad assed! I am going to tell Zappos of the error, but I am keeping these as I think it may have been a very rare mistake. I’ve ordered kicks before that were limited editions only for Zappos like the super yellow Asics, and I think I might have received a limited edition that there are no documents of on the web now, no photos of such. Guess I will have to post a Unilocal review about this. (Posted on Zappos)
And here it is!
See photos
Extremely rare never advertised NIKE ZOOM BREATHE 2K12 with silver inlays.
This variation is not listed on
and appears to be an extremely rare Zappos only edition. Which will make my 2^nd in my collection.
I believe that is the only photo of them on the Internet at present. Anyone? Anyone?

What can I say about zappos that hasn’t been said already?
Well, for one is clear that customer service is ultra-​top high priority and I do appreciate that because it makes me feel comfortable knowing I am buying from a company that stands behind what they sell.
Shipping is fast (2 – 3 days avg) for shoes. However, my last order I received was not anything I expected. I ordered $ 300 shoes that came with the box chewed (like from a dog) and the condition of the shoes were clearly tried/​worn several times.
Needless to say, I just shipped it back to them for a refund (because they didn’t have the same style in stock) but service is prompt and eventually I will buy from them again.
The only thing is that most of the shoes on this site are at FULL retail, so rarely any discounts or price deductions on their stock.
I wouldn’t hesitate to purchase from them one bit.

I registered for Zappos a while back and bought a pair of shoes. Now, I try to login again and my password doesn’t work. I go through their ‘forgot password flow’ even though I didn’t forget my password and it’s been a half hour and I still haven’t received any email allowing me to reset my password. So, I try re-​registering and I’m told there is already an account registered under my email address. Well, eh, yea, no kidding. So, I’m trying to buy shoes at Zappos and I can’t. I try emailing their forgot-​password customer service directly and get an autoresponse suggesting they are experiencing an ‘unusually high volume of customer emails’. Let em guess, you experience an unusually high volume of emails ²⁴⁄₇. Right?
So, I still can’t buy my shoes at Zappos and so I need to take my business elsewhere. Nice job Zappos.

Zappos is about 10−15% less expensive than all the other online shoe stores and they offer free shipping and no sales tax!
I ordered some new running shoes and they ARRIVED THE NEXT DAY!
Cant beat that!

What a wonderful company that defines excellence in customer service.
Through their web site,
you can order shoes, clothing accessories… lots of good quality stuff. And the best part, other than reasonable prices is their return policy.
You can return anything you order, 365 days a year at no cost to the buyer. And there is no shipping cost to the buyer at all. And tax free.
My wife has «goofy» feet so it is a chore for her to shoe shop, but not with Zappos. She recently had a bad experience with FootSmart which cost her almost $ 30 shipping. She said that she will never deal with anyone but Zappos for shoes again.
Men’s shoes and stuff also. Check them out.

A transformative experience.
A must stop on your next trip to Vegas.
You will question where you work after the tour.
I’m ecstatic to have the stars align to have my 600^th review dedicated to Zappos. My pleasure is for their culture, customer service, and selection of shoes (AND MORE!)
This video produced entirely by Zappos employees expresses exactly what I saw on my tour.
From the moment you check in for the tour you know this place is different. Throughout the tour you find out why.
Here’s information on how to take a tour during your next trip in Las Vegas:

I’m a Canadian Zappos customer and I’ve been ordering from them since 2005, when I saw a plug for their site in Us Magazine (yeah… I don’t read that anymore). Since then I’ve turned countless people to them to order shoes, boots and more.
With Zappos you have a full, entire year to return shoes you ordered. That means, if you’re like me and you can put off stuff like that for months, there’s no problem. Whether you return them the next day or 307 days later, you get the same money back.
Shipping is free anywhere in the U.S. (this doesn’t help you if you’re a Canadian without a P.O. box or U.S. friend/​family you visit often). I’ve often had my shipping upgraded to overnight, just because they are awesome. You place your order and boom, the shoes arrive the next day. How nutso is that? It’s perfect too because I’m usually on vacation and don’t have enough to time to hang around for a box of shoes on a slow boat crossing the ocean.
Most importantly, their customer service is out-​of-​this-​world excellent. Seriously, there is no other company in existence that helps and treats customers the same way Zappos does. When you call their hotline you have an option to listen to ‘the joke of the day’. The freaking joke of the day. I love it. You feel like you’ve called up a good friend who’s always happy to do you a favour and has the zaniest answering machine messages. This probably comes from them having one of the most unique training programs I’ve ever heard of (see their wiki for more).
Finally, if you don’t like the shoes, they don’t fit, (obviously the pitfall to online ordering is not being able to try them on before buying) just send them back. Return shipping is free. Threw out the shoe box like I did once? Any box will do. Lost the label? Just print one off online easily. Drop it off at your local UPS and boom, the money’s back in your account.
If you still aren’t convinced, here’s an account of my last dealings with Zappos. I convinced my SO to use them to buy a new pair of vegan, eco-​friendly sneakers while we were south of the border (that means in the U.S., not Mexico). The price was right, they arrived and were comfortable but 2 months later one of the shoes ripped at the side. We just happened to be heading south again so I encouraged him to pack his busted shoes instead of throwing them out. We called Zappos and told them the situation. Our agent told us to send the busted shoes back in any old box and she would send out a new pair right away. Not only that but that particular pair was now on sale so SHE CREDITED HIM $ 13.
He got a new pair of shoes, made $ 13 back and didn’t have to pay for shipping. How freaking amazing is that?
My only request of Zappos is that they start carrying more vegan shoes, that have their materials well-​labeled and are easily searched. I find the majority of their non-​leather products are not labeled as such and I therefore have to spend a lot of time deciphering material to find what I am looking for, like vegan winter boots.

You guys are freakin’ unbelievable.
First, you carry a gazillion shoes online. WITH previews of said shoes from all sides. Most of the time WITH video of someone wearing said shoes. You’ve made it so easy to discern what a shoe is going to look like on my feet without ever stepping out of my house. Bastards!
Second, you ship things for free, fast. Even when I mark «standard shipping, 5 – 7 days». You take the initiative to ship my order out 2-​day or next day. Are you NUTS?
Third, you carry most of my favorite brands of shoes along with couture and luxury brands, at discount prices.
You must not have a very good marketing scheme and must be losing billions of dollars in sales due to your significant markdowns and lightning-​speed shipping habits. Who the hell is running the place?!
As soon as I receive my shoes, I might just have to upgrade your status to 5 stars.
Ugh,
!

Zappos is the bestest ever!!! Been using them since like 2003 and they still never cease to amaze me!!! Seriously! Best customer service!
Never on hold longer than a minute… and they hope your having a zaptastic day!!! Lol. Everyone that I have come in contact with has wowed me.
Highly recommend, you will not regret it.
They make purchasing shoes over the internet easier and pain free. Better than walking around dept stores trying to find shoes and waiting for people to look up stock only to find out they don’t have it!
Great job Zappos! Keep up the amazing work!!!

No tax.
Free shipping if you’re VIP.
Stuff arrives the next day literally.
Awesome return policy (good for 1 year as long as you keep the merchandise in the original packaging.)
5 stars again…
And 5 stars again.

LOVE Zappos! Free shipping, OVERNIGHT shipping for VIPs like myself, huge selection, great quality, 365 day return policy (for unworn shoes, of course), etc, etc, etc!
Customer server is amazing and returns and exchanges have a super quick turnaround rate.
I have an amazing pair of Teva sandals that I got from here for my 16-​hour treks in and around Disneyland (I go once or twice a year). These shoes are amazing and well worth the money. They weren’t the right size at first, but I quickly exchanged them and got my current pair, which fits me great.
Prices can be a little high, but it’s worth it because they have every single shoe you could ever imagine. This eliminates having to drive all around town trying to find a certain type of shoe. Just buy them on Zappos and you’ll have them the next day.
Also, they don’t just sell shoes! They have handbags, housewares, clothes, beauty items, and all sorts of goodies.
Yay, Zappos!

I’m joining the masses here to sing my praises about Zappos. Sure, they are expensive, but the pros far outweigh the cons.
Let’s say you a bridesmaid in a wedding. Your lovely friend/​bride-​to-​be has a «vision» when it comes to her bridesmaids’ look. They need to have gold shoes… but not just any gold will do. It has to be a «champagne» colored gold, not a coppery one. Oh, and it has to be a strappy sandal with a heel, not a pump style.
You could drive around town to a bunch of shoe stores, looking for this elusive type of shoe that apparently no one carries because, really, it’s gold (who wears gold shoes anyway, except bridesmaids or maybe Ke$ha). Or, you could just go on Zappos and use their wonderful search to look for «gold» strappy heels. Really, how much easier was that? They might be a little pricier than what you were originally going to pay for these accessories you will never wear again, but I’ll bet you still ended up saving money when you consider all the gas money you didn’t have to spend.
And to echo what everyone else has pointed out already: free shipping (let’s add to this the fact that I’m a VIP member and get the shoes overnighted)! 365 day return policy! And the reviews are very helpful in determining if this shoe will kill your feet and make you hate life, or if they will be tolerable for a night of dancing at a wedding.

365-​day return policy?!? Seriously? Wow. Cool!
Oh, and free shipping and returns. Nice!
I opted for the free 4 – 5 business days delivery with my $ 200 order, and the shoes came in approximately 2 – 3 business days. I was pleasantly surprised it was delivered so fast.
My shoes came in good condition and met my expectation. No need for the return, but still, it’s a nice return policy.

Before getting to what I love about Zappos, which is almost everything, let me get out what I don’t love through the use of an animated character named Freddy:
Freddy likes Nike. Freddy wants Nike sneakers. Freddy types Nike into the search box on Zappos. Freddy must now be reminded that Zappos has everything Nike has ever made. Men’s shoes in 276 different categories (running, loafing, chilling, basketball, couch potato), women’s shoes in 258 categories, kids’ bibs, Godson’s graduation by Nike, Nike for your step-​daughter who hates you… do you see the problem? When Zappos started, their inventory was manageable. Even before Amazon bought them a year or so ago, the inventory was so massive that it has become increasingly difficult and time consuming to find exactly what you want.
Freddy wants to buy shoes for his baby niece so he types in Infantino shoes for boy blue no laces dinosaur… still 130 results. Freddy can not choose. The sheer volume of shoes here can make an unplanned visit on your «lunch break» in your cubicle maddening. The hardest thing about online shoe shopping for yourself and especially for kids is that there is absolutely NO uniform shoe size that goes throughout all shoes. How can this be? My kids wear a 13 and 10, but in Vans they wear a 12 and 9 and those are even a little big? This is not Zappos’ fault, but there should be more than a gentle reminder from customer reviews that these type of shoes (and Chuck Taylor’s for good measure) run larger than normal.
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BUT THERE IS SO MUCH GOOD ABOUT ZAPPOS as everyone has noted. Free returns for up to a year! Seriously, this is true, as long as you don’t wear them. The easiest return process I have ever used. Go into your profile, click on the item you want to return from your order, click return, print label, affix to box, bring to UPS Store, get credit. Also, if you choose Zappos credit your next order (presumably the correct size of the shoe you just rejected) will come next day for free. FREE SHIPPING all the time if you choose regular shipping and even when you do, they usually arrive early.
I think to love Zappos, you have to love and be OK with returning things. If you are like me, you may end up keeping shoes that «fit ok» because even the most hassle-​less of returns is still a hassle, even if it is free for every day up to a year. When you know your size in a brand, you should be golden. If you don’t, expect a little trial and error. However, the ease of use overall and company philosophy that focuses on the customer first and always first is something that always will set Zappos apart from the rest of the pack.

Went for a tour of the Zappos company offices today. They offer four tours daily Mon-​Thu. This was my second time on a tour.
While you are on the tour, you get the company history and culture description from the tour guide. Today’s guide was Pam. She was a very knowledgeable and friendly guide. There were 8 of us from grad school who came to take the tour. We were interested in seeing the culture of Zappos in person.
We walked through each department and met a few of the employees. All I can say is wow! They are truly a unique company with a unique culture. They’ve found a way to build a culture that is much different than your typical corporate environment… and they make a lot of money doing it that way too!
I won’t give away any of the secrets of the tour, you’ll just have to experience it for yourself. Be sure to call in advance to make sure there are openings. I did include a few pics from the tour…
Will I return? I want to take my family here to visit their offices soon… of course I will return!

Oh Zappos, how I love your VIP free next-​day shipping and the tax that you don’t charge. I’ve only ordered three items from you the last 2 weeks and I’m already satisfied with everything you’ve given me. Christmas shopping for the girls in my family was quite a breeze this year.
I also love that I called your customer service at 12 in the morning about changing my shipping address and your representative responded as if it were 12 in the afternoon. So helpful and cheerful. Maybe she was hopped up on something, haaa!