Every Aspect Of My Online Experience Was PERFECT!
Written: Jun 27 '03 (Updated Jun 29 '03)
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I’ve tried several online shoe stores and Zappos has outperformed them all! I think I used every feature they offer, and tried Customer Services patience, but they proved that even a difficult customer like me could have an outstanding transaction! Knowing that they are BBBOnline Certified helped as well (a program offered by the Better Business Bureau—for details go to www.bbbonline.org). This certification means they meet standards that go above the normal BBB standards.
WHAT THEY SELL
They sell men’s and women’s major name brand shoes like: Adidas, Birkenstock, Bruno Magli, Candies, Charles David, Clarks, Converse, Daniel Green, Diesel, Donald J Pliner, Dr. Martens, Ecco, Florsheim, Franco Sarto, Guess, Hush Puppies, Kenneth Cole, Mephisto, Minnetonka, New Balance, Reaction, Rockport, Saucony, Simple, Skechers, Timberland, Trotters, and Via Spiga. These are just some of the vendors—the full list is amazingly long.
They also sell accessories such as men’s and women’s socks, shoetrees, foot support inserts, and shoe balsam and waterproofing sprays.
Their mailing address is in San Francisco, CA, but their returns department is in Shepherdsville, KY. They don’t offer a lot of information on the site about how the company was founded or who owns it, but they do have plenty of Customer Service contact information so shopping was worry free.
SELECTION
Amazing selection of current styles and colors. I wear a 10 wide and was stunned by the number of shoes I had to choose from. Even searching just the Sale shoes in my size I found 36 shoes from which to choose! Total shoes in my size were an outstanding 372. Of course, I didn’t like them all, but I’ve never had this kind of selection at any online or physical store.
REAL-TIME INVENTORY
Only shoes in stock are shown--use the drop down menu to choose the color and only the sizes available in that color are shown. I LOVE real-time inventory as it avoids the disappointment of thinking you have something ordered and on its way only to get that dreaded e-mail that says it's backordered or no longer available. That won't happen here!
NAVIGATION
The site is a bit busy for most people, but I don’t mind it. I have my favorite ways of getting around so I stick with those. I search by size in the sale and non-sale most often but you can search by brand, color, or width. You can narrow the search to a specific brand, color, size, and width or broaden it to look at any shoe in the right color regardless of the size.
You can also shop by Latest Styles, Designer Collection, Sandals Boutique (or whatever the season’s fare is), and width.
SHOPPING
Simple to do—find the shoes you like in the size you need and add them to your cart. Register and provide billing and shipping information. Shoes arrive by UPS in 4-5 days (mine always came in 3-4 days and were shipped immediately--no long wait before they went to the shipper like so many other companies).
REGISTERING
Become a registered user and you’ll have some great features available to you. Sure, they’ll track your orders and keep your credit card and shipping information on file, but they offer much more than that. First, just for being a registered member you’re entered into a free drawing every week for a free pair of shoes. Secondly, you can use any of the features below:
SITE FEATURES
Favorites: Each shoe has two buttons—one to send a copy of the page to a friend, the other to add the shoe to your Favorites. It’s a great way to watch for a special shoe to go on sale or to give your significant other a hint at what you’d like for a gift. It also allows you to shop around other sites to compare prices.
Notify Me: Probably my favorite feature! Every shoe page has a large button at the top which says, “Notify Me If My Size Becomes Available!” Granted, everyone who has clicked on this button on a specific pair of shoes will get the same notification as you, but it gives you a fighting chance at a hot pair of shoes. I’ve used it for sale shoes and have twice gotten the note that my size was available and both times I was able to get the shoes!
Multiple Views Most shoes have multiple views including from the top and a magnified view. The most amazing feature is that when you choose a different color you actually view that shoe—so many sites just tell you they come in other colors but only picture one of them.
Descriptions: They offer great descriptions about the fit and features about each shoe.
Customer Comments: Like Epinions, Zappos’ customers can comment on the shoes they buy—the fit, the comfort, the wear, etc. I found it useful and enjoyed writing a few myself.
Account History: You can view all of your orders as well as track outstanding ones. I’m surprised how many sites don’t offer this basic function. It allows you to track your returns as well—each order history shows a picture of the shoe, a description (size, color, etc), the UPS tracking information (when it shipped to you and then again when you ship it back), and you can view the label you printed as for the return as well.
FREE SHIPPING—BOTH WAYS!
Probably their most amazing feature, they offer free UPS Ground Shipping to and from your home. Don’t like the shoes? No hassle—print a return form (or ask them to mail you one), put the shoes back in their original box and mailing box, tape it up, slap on that printed label, drop the box off at any UPS authorized outlet (they’re popping up like crazy in places like Staples), and once they receive the box your card is credited. Don’t have a UPS handy? They’ll send you a USPS label instead. You have 60-days to get them back to them for a refund—very generous!
RETURNS/PRICE MATCHING
They guarantee 100% satisfaction. In addition to their generous return policy, they offer a 110% Price Protection Policy so that if you find a shoe for a lower price on another web site they’ll refund you 110% of the difference between the lower price and their price—the shoe must be the same style and color and from a regular online vendor (not an auction site). They also offer price adjustments for their own site—if the shoe you purchased goes on sale, you’ll be refunded the difference. Both of these options must occur within a 10-day period from the time you purchased your shoes. To claim either of these privileges, e-mail guarantee@zappos.com.
CANCELLATIONS
You can cancel an order if you do it quickly! The shoes ship so fast that unless you get to them within a few hours the shoes will have gone out. Not a problem as you can return them free, but you can cancel if you like but you’ll have to do it by telephone or e-mail, you’re not able to do it online. They should update the site and make it available. I cancelled after I realized I’d ordered the wrong size—it was late at night on a Sunday so I left a message on their recorder and e-mailed them. I received a reply early Monday morning that it had been cancelled as requested.
CUSTOMER SERVICE
Every communication I had with this company was fabulous. By e-mail or telephone, the conversations were polite and customer focused. All along the way, I was made to feel important and not a bother. I was amazed at the care they took to make sure my shopping experience was pleasant.
The information regarding shipping and tracking was done quickly—I was aware the entire time where my order was in the process and then could watch it as it crossed the country to me.
MY EXPERIENCE
I’ve purchased eight pairs of shoes from Zappos in five different orders. I have kept three, returned four, and cancelled one. I returned the shoes because I didn’t like the fit, not because of Zappos or their quality. Every shoe arrived in pristine condition, in less time than expected, with no errors on their part. Returning them was unbelievably simple and because of the great return policy, I actually was willing to try more.
I’ve added many shoes to my Favorites and check often to see if they’ve gone on sale, and I search the sale rack about once a week.
I purchased three pair of Clark’s Sandals that normally sell for $69.95 (I verified the pricing on the web as well as my local store) but they were on sale for $49.90 here—a great savings, and no shipping or sales tax. The service has been phenomenal, e-mails asking for assistance with size were answered immediately, and a cancellation of an order was handled well (although I would have liked to have been able to do it online).
I wholeheartedly recommend them as the place to buy shoes online. If you can try on shoes at your local mall first then you’ll have an easier time with the fit—for me, they don’t offer them locally so it’s nice to know I can try them and return them without it costing me a fortune!
My Other Shoe Shopping Experiences
English Comfort Online Store - Specializing in Clark's of England Shoes http://www.epinions.com/content_103009193604
First to the Finish Athletic Shoe Store http://www.epinions.com/content_96501337732
ShoeBuy.com http://www.epinions.com/content_103012601476
Recommended:
Yes
What product did you purchase or try to purchase? Five Perfect Orders; One Happy Customer!
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Epinions.com ID:
briandalsmom
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Member: Mom
Location: USA
Reviews written: 249
Trusted by: 191 members
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