Generally good service good selection, don't expect customer service after a year.
Written: Oct 7, 2009
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I found this store several years ago when shopping for shoes. I've bought a number of shoes from them (most all were expensive Dr. Marten's shoes). As long as you aren't over a year (apparently) their customer service is great. They pay shipping both ways if you have problems with fit etc. and while I haven't done that a great deal, the two times I did do that it was absolutely no hassle and quickly resolved. Every time I've ordered shoes from Zappos they show up on my doorstep within a day or two.
All these great experiences make it very disappointing the way I was recently treated. About five years ago I purchased a very expensive pair (like 135.00 on sale from their normal 230.00 price tag) of Dr. Martens ladies steel toed work boots. These have been the most comfortable, and until now durable, work boots I've ever owned. I don't wear these a huge amount, maybe two to three times per month, the soles barely even show any wear and the uppers are in perfect shape...haven't even needed to replace the laces! I was wearing my wonderful steel toed work boots the other day and I look down to realize that the left heel had completely separated and the right boot was showing signs of the same sort of sole failure.
Dr. Marten's web site states that while there is no lifetime warranty on their shoes as far as fit, abuse, etc., they will replace shoes with manufacturing defects...I feel this is clearly a manufacturing defect...and the Dr. Marten's website states that "any retailer can return shoes with a factory defect to them" the website does not list any set period of time where shoes can be replaced for defects.
Now you might say to yourself...just what does she expect on a pair of shoes that old... What I expect is the same sort of quality of workmanship present on all my other Dr. Martens shoes. I've got a number of pairs older even than these boots that I wear to work every single day and none have done this. Most. Dr. Martens have soles that appear to be sewn to the upper in some manner, these don't...that may be the issue; not sure. I called zappos and told them of the issue, they said no too old, I pointed out the information on the Dr. Marten's web site..the agent looked himself but stated again it was not Zappos problem to help me. I asked him to ask for a second opinion from a supervisor...again Zappos will not help me regardless of the information on the Dr. Martens web site.
So again I'll state, Zappos is fine if you have immediate issues but don't expect any support after a year because you won't get any even if the manufacturer web site states you should be helped there.
Recommended:
No
What product did you purchase or try to purchase? Many Dr. Marten''s shoes
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About the Author
Location: Florida, USA
Reviews written: 311
Trusted by: 36 members
About Me: Been building computers for 10+ years. I work to support my computer habit.
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