Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My shoes have a whole in it and they acted like they were going to help and asked me to send a pic then they said could do nothing bc was outside of return window.

  Business Response

  Date: 05/29/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to order 111-7564618-4517806.
  
  We apologize for the condition of your shoes. We conducted a thorough investigation to address this issue.
  
  After further investigation into your account, we were able to confirm we have denied your refund as it doesn't meet our return policy. We've emailed you with these details.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.
  
  Thank You

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do not think shoes should be getting a hole but it is more on clouds fault.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Dec 2024, I ordered a few items from Zappos. I had some returns, and when I went to initiate the return online, the only return option this company offered was *** Drop Off. I don't like near a *** drop off store or box, so I called Zappos customer service and asked for a **** p***aid return label. Zappos ** told me at that time they do not offer **** labels, but they would send *** to my house to pick up the item, to packaged it and leave it for pick up, and that in the FUTURE, if I needed a return, I should call and ask for a *** Pick up if needed. This past week, I had a return for Zappos, so I called on Sun 5/11 - as I was told to do in Dec 2024 - and asked for a *** pick up be scheduled because I live so rural and not near a *** store. The Zappos ** *** I spoke with said the package would be pick up by *** on Monday 5/12. I packed the return and left it in my deliveries drop off and pick up bin for *** to pick up.Monday came and went, no pick up.Tuesday the same, and *** had delivered other packages to my house that day I started emailing Zappos ** after the package was not picked up and that is when the nonsense ensued. Instead of reading and comprehending what I wrote. In my attempts to get this package returned to Zappos, they decided they would instead tell me:- *** pick up was no longer their policy and I should have asked for a **** label instead (opposite of what I was told in Dec)- *** pick up was done as a courtesy for me previously, and I could go ahead and drop off the package at my local USP (after I explained several times I don't live near a *** store or drop off box, not one within 20 miles of my home).- That the ** *** didn't complete the pick up order that is why *** didn't come on Monday or Tuesday, but another ** *** did submit a new request for pick up by *** on Wed (which obviously the 2nd request wasn't done correctly either as the package was never picked up).- ** has not responded to my emails re; unpicked up package.1

  Customer Answer

  Date: 05/15/2025

  What are you taking about? There is no duplicate complaint l, I submitted 1 complaint. Sounds like your BBB doesnt want to do your job either.

  Business Response

  Date: 05/15/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to your return. I am very sorry for any frustrations and appreciate you reaching out to review further.
  
  After further investigation into your account, we were able to confirm the return was accepted and refund was issued. We've emailed you with these details pertaining to your issues.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ***************.
  
  Thank You

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Returned an order of wrong items, they were also sprayed with some disinfectant that Zappos must use in their items, that made me ill. I was in a car accident and dont have a car right now so called in and Zappos did an *** pick up around the 10th of April. I have followed up 4 times and each time, I get a different answer. While some **** see my return was received and processing, others act like they have no idea what is going on. While I appreciate them picking up the item, I dont appreciate waiting three plus weeks to receive a refund. I have Zappos plus which gives me the auto refund when scanned upon return. I am going to stop ordering from this company since they are associated with ****** but would like my refund, please. I am due a full refund as all items were returned, as received. Just copying the order number on the app it appears they processed a small refund today but there is no reason why its not the correct amount. I was told a supervisor would reach out but that has not happened. If I do. It receive my full refund within a week, I will be reaching out to my bank and the states attorneys office. When you send wrong items, you should be quick to offer a resolution and not make someone work this hard to get their refund. Thank you.

  Business Response

  Date: 05/05/2025

  Hello,
  
  We apologize for any inconvenience this has caused you. We understand that you are inquiring about your refund for order: 111-1554059-1913041
  
  Unfortunately, *** is not able to verify the contents of the returned package and we cannot move forward with a refund until the items have been scanned in at the warehouse. 
  
  Once the items have been scanned in, we will issue a refund to you immediately. Please feel free to contact our billing department directly at ************ for additional assistance.
  
  Thank you

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23281310
  
  I am rejecting this response because:

   

  this makes absolutely no sense and seems to be your automatic reply   
  

  I spoke to someone yesterday via chat and she confirmed I would receive a refund    I will attach it below   
  

  all items were  in the same box   The weight of the box was identical to what was sent to me      If youre warehouse cant scan all the items in one box, what the heck do they do with them?    Are you saying the employee is incompetent?

  All items are in one box so if they scan one item, they would scan then all   They were all inidividiual packages they came in just ask Zappos asked me to do  

  how can someone miss all the other items in the same box??? You make zero sense and this seems to be an automatic reply with no thought in it

   

  i habe filed a complaint with the states attorney and called my bank and will supply the text I have confirming a refund in full will process     I also have *** showing the weight is the same    You are trying to scam me and I wont let you    
  

   

  I cant attach the texts so I am going to copy and paste   
  

   

  ?? Thanks for messaging Zappos! 
  
  
  Weve received your message, and one of our Zapponians will be with you as soon as theyre available. To make sure theyre able to help you as fast as possible please respond back with your: 
  
  
  Order number or item you want to talk about, and how we can help 
  Full Name 
  Billing address (Street, City, State, Zip) 
  Email address 
  
  
  We appreciate your patience, and look forward to showing off our WOW! ?????

   

  ************************;
  ******************* co. 80521
  
  
  Lori  **** Ashbaugh 
  1912 larkspur drive 
  ******************* co. 80521
  
  
  Hi'. I wanted to follow up. On my refund please.  #***-1554059-1913041
  
  
  
  
  I need the tracking number please for the return you received as I was only refunded for one item out of six.

   

  I will be happy to get you that tracking number. I do apologize that you are unable to have it completed on your end.

   

  I've been wasting a lot of time messaging, calling and such to get a refund and a straight answer.  This is my last order with you. It shouldn't be this difficult 

  Sorry it's not you personally but that's how I'm feeling. I was just hung up on after being on the phone. With one of your **** for 30 min. He just stopped talking and never called back 

  And they keep giving me the wrong tracking number. 
  
  
  You called in an *** pick up for me since I was in a car accident and no car. The first attempt I had the box outside and they didn't take it but left a label so I called you and you set up one more pick up and they took it the next week. 
  

   

  I do apologize for your experience with us. I'm doing some further checks on this for you.

   

  I see one item scanned in. However, was all the items in the same package, and was it returned as one?

   

  I set up the return for all items. They were all in the same box, in separate bags, as Zappos instructed 

   

  There is only one tracking number 1Z57V99F7808132625.  Since all items were returned as only, a request is submitted for the refund to be Issued.

   

  That's okay. I understand. It is a lot of money. However, I have submitted the request for the refund. Once processed, a confirmation email will be sent.
  
  No worries. Is there anything else I can help you with today?

   

   

   

   

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 05/07/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to your return on order 111-1554059-1913041.
  
  We apologize for any incorrect information provided to you. We conducted a thorough investigation to address this issue.
  
  After further investigation into your account, we were able to come up with a solution on you refund for your return. We've emailed you with these details.
  
  Please feel free to contact our billing department directly at ************ for additional assistance..
  
  Thank You

• Initial Complaint

  Date:04/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/18. I received Order Confirmation and the immediate received Cancellation Norice due to billing issues. 4/19. I called ************ Order ****************** I answered all the questions about my different addresses and was told the notes explained everything- try placing the order again.4/21. Placed order again Conf 112-1714809-3557853 and immediately received Order Cancellation Notice due to billing issues. Set up an account after I was told this would solve the issue, which was that the ship to address was different from the billing address. Placed order AGAIN with confidence it would go through. Immediately received yet another cancellation notice for billing issues.I called- explained the whole series of events. I got absolutely nothing. No solution even though I answered every question and finally set up an account, which changed nothing! No supervisors- so no options for help other than the one who answers the hone who cannot fix anything or explain anything. All this time and I still do not have the shirt(s) ordered. Very very shaded unprofessional operation. Made me feel it was all a scam but I googled it and found it was owned by ******. Hard to believe. I deal with ****** a lot and have never had this kind of interaction.

  Business Response

  Date: 04/22/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to orders 111-2250823-5858668 and 112-1714809-3557853.
  
  We apologize for any confusion and difficulties you experienced while placing your orders. After conducting a thorough investigation, we discovered that these orders were processed through our guest checkout service, which can sometimes trigger additional security measures.

  We've sent you a detailed email explaining how to prevent similar issues in the future.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.
  
  Thank You

• Initial Complaint

  Date:04/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pairs of shoes and only received one of them. The company requires me to file a police report in order to move forward with the missing item issue. I filed the claim and sent it to the customer service agents. However, the only response I receive from customer service is that they arent able to reach the police station even after I asked them to try again and also confirmed with the police station that it is the correct number to call. With each email follow up, I have to wait and follow up multiple days before I get a flimsy response saying that they cant reach the police to verify the report. I am submitting this here in hopes that the company can properly respond to the issue and verify the police report that I have already submitted. Thank you.

  Business Response

  Date: 04/16/2025

  ***

  Business Response

  Date: 04/17/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to the missing pair of shoes from your order.
  
  We apologize for any disappointment and inconvenience experienced with processing this missing item issue. We conducted a thorough investigation to review and address your queries.
  
  After further investigation into your account, we were able to confirm information provided. We've emailed you with these details.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.
  
  Thank You!

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23206714
  
  I am rejecting this response because: I appreciate the email follow up. However, my account is still in suspension even after the police report has been reviewed by you guys. I would like for my account suspension to be lifted. Thank you!

  
  Sincerely,
  
  **** ***

  Business Response

  Date: 04/22/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to your closed Zappos Account.
  
  We conducted a thorough investigation to address this issue.
  
  After further investigation into your account, we were able to confirm your account will remain close. We've emailed you with these details.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.
  
  Thank You

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started work at ******. they offer shoe credit thru zappos shoes. i started in December 2024. got my pair of boots off of zappos.com and i had to return them because they didn't fit. jan2025 order same pair but larger size, had to return and didn't fit. feb2025 ordered another pair and they didn't fit either. i returned them, but this time they say they cant credit me back or send me back the shoes i returned. even though i followed there return policy. i am fumed. i feel i am entitled to my 2024 shoes credit it is not my fault the way there business runs that it takes time to return items and re order. even if they can not recredit me for 2024 i feel i am still owed that pair of shoes i returned to them, i have documentation of my orders thru email. the shoes value was about $109, after my subsidy the values $0.00 but regardless this seems like bad business practice.

  Business Response

  Date: 03/16/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to your Amazon Subsidy Credit.
  
  We apologize for any inconvenience you experienced while shopping with us. We conducted a thorough investigation to address this issue.
  
  After further investigation into your account, we were able to review and provide the necessary information regarding your ****** subsidy credit. We've emailed you with these details.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************

  Thank You

• Initial Complaint

  Date:02/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zappos denied my credit card. I called and Zappos told me there was nothing they could do on their end. I told them there was nothing wrong with my card. But I called my credit card company and they confirmed there was nothing wrong.I then called Zappos and told them to please correct the problem. My credit card company had confirmed there was nothing wrong. They said they would take care of ******** I made an order and the credit card was declined again by Zappos. This messes up my bookkeeping.Please stop declining a excellent credit card. I have excellent credit ratings. Fix it.

  Business Response

  Date: 03/02/2025

  Hello,

  Thank you for contacting Zappos.com. We apologize for the issue with your payment method on your order and appreciate your feedback on this matter.

  Unfortunately, we are unable to control when credit cards are declined as the declines come from the financial institution.

  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.

  Thank you.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 6th I ordered a pair of shoes from Zappos. I got email that order was accepted. With in a few mins I get another email saying that due to billing issues my order was canceled and my account put on hold. I called the customer service number and was told my account was put on hold. This is the second time I have ordered from them. The last time was years back. They could not give me any kind of explanation. After looking up posts from other people this seems to be an issue with them and when people call they say they can't tell you the reason why you are blocked. This was purchased with my ******** account. I had to open a case with them waiting to get my money back

  Business Response

  Date: 02/10/2025

  Hello ******,
  
  Thank you for contacting Zappos.com with regards to your cancelled order. For your account's protection, our system initiated this action as a security precaution when it cannot fully verify some information. To maintain the safety of your account, you were referred to our Order Verification team.
  
  After further investigation into your account, we were able to confirm the charge was voided and any authorizations will drop off if they have not already.
  
  If you have any further questions or concerns, please don't hesitate to reach out. Please feel free to contact our billing department directly at ************ for additional assistance. 
  
  Thank You

  Customer Answer

  Date: 02/12/2025

  I got my funds back from ********, but still want to have this go forward. This company has a rotten practice of processing orders then a few mins later you get a cancel notice 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22923441
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 02/12/2025

  I think their message back to me did not really clarify anything. if I'm doing a purchase with AfterPay, they get Paid by them asap. This seems to be an issue with them doing this to other people and when you call customer service they should be able to tell you something not we can't see it on the system.

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Zappos at least 5 times regarding this issue and not resolution has taken place. I ordered shoes that were shipped on January 2nd and 3rd. I decided not to keep any since they did not fit. When I tried to access my account and order in my account on the ********************** website it was not there despite having ordered through Zappos using my amazon log in and/or my account log in. My account was not showing the order, but my credit card statement was. So I contacted Zappos and they told me to wait a day and they would have it sent over. So I did, it was never sent. I contacted again at least two more times each time being told to wait. I finally reached someone who gave me *** shipping labels to return. I have since returned them on 1.27.25. They show received from the tracking numbers. I have contacted Zappos three times to see what is going on with my return/money reimbursed. They keep telling me to wait a day and someone will be in touch, but that is not happening.

  Business Response

  Date: 02/17/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to the refund status.
  
  We apologize for any disappointment and frustrations experienced. We conducted a thorough investigation to further review and address your query.
  
  After further investigation into your account, we were able to provide a resolution to your query. We've emailed you with these details.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached 1 (800) 927-7671.

  Thank You!

  Customer Answer

  Date: 02/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Zappos regarding a refund issue for a returned item. Despite following the return process correctly, I have not received my refund of $192.97 for Order Number: 114-9790683-0204209.Issue Details:I purchased an item from Zappos, which I later returned as per their return policy.The return was successfully processed, but I have not received my refund.I have contacted Zappos customer support multiple times, yet the issue remains unresolved.I request the BBB to intervene and help resolve this matter by ensuring that Zappos processes my refund promptly.Please let me know if any additional information is needed. I appreciate your assistance.

  Business Response

  Date: 02/05/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to your refund query.
  
  We apologize for any disappointment and frustrations experienced. We conducted a thorough investigation to review and address your comments.
  
  After further investigation into your account, we were able to provide information for your query. We've emailed you with these details. Please note, we cannot move forward with a refund until the items have been scanned in at the warehouse.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached at ****************.

  Thank You!

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22898857
  
  I am rejecting this response because: there is no resolution. I still haven't received my refund.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 02/07/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to your refund query.
  
  Once your qualifying return is approved, Zappos will issue your refund. Please note, we cannot move forward with a refund until the items have been scanned in at the warehouse.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached 1 (800) 927-7671.

  Thank You.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22898857
  
  I am rejecting this response because: its over a month sine the item is delivered but there is no refund.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 02/14/2025

  Hello,
  
  Thank you for contacting Zappos.com. 
  
  We apologize for the delay with your refund. After further review, your return has not been received at our fulfillment center and we are unable to provide a refund until the item is received. Additional details regarding your return have been previously sent to you via email. 
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're available 24/7 and can be reached 1 (800) 927-7671.
  

  Thank You.

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22898857
  
  I am rejecting this response because: the item is already delivered to the warehouse. Despite that, there is no refund.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 03/17/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to your refund query.
  
  We apologize for any disappointment and frustrations experienced. We conducted a thorough investigation to review and address your comments.
  
  After further investigation into your account, we were able to provide information for your query. Unfortunately, we cannot move forward with a refund until the items have been scanned in at the warehouse and contents have been verified.
  
  If you have any further questions or concerns, please don't hesitate to reach out. Please feel free to contact our billing department directly at ************ for additional assistance.

  Thank You!

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 22898857
  
  I am rejecting this response because: the item is already delivered and scanned but no refund received
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 04/07/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to your refund query.
  
  We apologize for any inconvenience you are experiencing through this investigation.
  
  After reviewing the information for your query, we were able to provide the necessary information via email. Furthermore, at this time we cannot move forward with a refund until the items have been scanned in at the warehouse and contents have been verified.
  
  If you have any further questions or concerns, please don't hesitate to reach out. Please feel free to contact our billing department directly at ************ for additional assistance.
  Thank You!