ComplaintsforZappos.com

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Initial Complaint
07/19/2024
Complaint Type:
Order Issues
Status:
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.
Hello, my zappos account was recently incorrectly banned for no reason with over $10,000 in the account balance from gift cards and i was told my account was banned because i violated the terms of service but I did not violate any terms of service in any way and every time i call them they tell me theres nothing they can do and they dont know why the account was disabled and the only thing i can do is refer to the email they sent me regarding the closure of my zappos account. however, this closure is wrongful as i did nothing wrong and now they are withholding $10,000+ from me for no reason and will not help me or give me an explanation. I will attach the email i keep receiving. for context this issue happened twice in the past where my account was incorrectly locked and i explained it was incorrect annd the purchases were intentional and they reversed the decision and reopened my account both times. however this time they are not opening my account or giving me a legitimate reason why they are able to steal ***** from me. I will attach the emails i recieved below. i am looking to have my account reopened or to be reimbursed for the gift card balance in my account as this is fraud and as i previously mentioned i have done nothing wrong and i dont know what they are talking about in the email.
Business response
07/22/2024
Hello,

Thank you for contacting Zappos.com with regards to your account status.

We conducted a thorough investigation to address this issue. Review of your account history over an extended period of time reflects misuse of Zappos Services. We have emailed you the terms and conditions.

If you have any further questions or concerns, please feel free to contact our billing department directly at ************.

Thank You
Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Terrible first-time customer experience. Ive been waiting for two days for Zappos to process payment for my order. As a victim of **************** I never keep any of my financial institution cards unlocked. Theres no way Zappos payment processing center expected me to leave my card unlocked for two days. With online financial fraud rates upwards, thats just absurd to do these days. As soon as I received an email of notification of declined payment this morning, I immediately unlocked my card & reprocessed the payment. That was an hour ago, & the website page is still reading Processing. The Zapponian representative stated that the payment would reprocess within 24 ****** & after the third decline of payment; my order would be cancelled. This is by far the worst mishandling of processing payments online Ive ever encountered. Im not leaving my card unlocked for 24 ****** **** not sitting around holding my CPU or phone waiting for notifications all day long. I have a life too. So, I guess Im definitely going to get my order cancelled by the system. This is not acceptable & should not be. I was initially interested in a B2B account. If the item is for ********** have a buyer, why so much hassle in the exchange of ***************** Do you not want the money? I would like my order processed immediately without all the ******* ****** customer service representatives are of no help with this. Not to mention, I am a tax exempt entity being charged tax for this order.
Customer response
07/15/2024
Hello. The second decline came in well over 24 hours. I was told by a team representative that it would be 24 hours or less, not more. However, I resubmitted payment immediately at 12:41 PM EST, after receiving a declined payment notification. Again, I am awaiting for the deduction with my card unlocked, & nothing has been deducted as yet, & it has been 10 minutes total time.
Business response
07/16/2024
Hello,

Thank you for contacting Zappos.com with regards to your processing order. 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 educate on how payments are processed within our company as well as address the other concerns you mentioned. 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
07/09/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order 112-7571389-4903422 was scheduled to be delivered on 7/9. It was out for delivery at 11:40 AM that day but at 3:22 PM the tracking was updated to delivery delayed without any specific reasons. The new delivery date became 7/11? Which is totally unacceptable as the facility is only 15 minutes from my address. I called customer service and the lady was extremely rude and unprofessional. She simply said um you have to wait for another two days. When I asked her to find out the reasons of delay from the warehouse she said she did not have access to the warehouse. Basically she couldnt do anything to help me and this kind of customer service is laughable if not unbelievable. I have not shipped at Zappos for years and guess I should not have this time either.
Business response
07/11/2024
Hello,

Thank you for contacting Zappos.com with regards to your delayed order. I am very sorry about this delay and appreciate you reaching out to review further.

After further investigation into your account, we were able to confirm your desired solution for the item not received. We've emailed you with these details pertaining to your issue.

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 response
07/12/2024

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
07/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I returned the wrong pair of sneakers to Zappos in error. They were purchased elsewhere. When I realized what happened I immediately contacted them. They told me that customer service was a separate entity from the warehouse and they can't guarantee they will send them back. They acknowledged that the wrong item was sent back but the warehouse is unable to locate them. They advised me to send the original pair back or I would be charged again. I asked if they could just send me the same pair from their inventory and was told they couldn't. As large as this company is you would think they would rectify the problem. I'm out a pair of brand new sneakers and they have an additional pair
Business response
07/06/2024
Hello *******,

Thank you for contacting Zappos.com with regards to the wrong item that was returned to ***

We apologize for any inconvenience this has caused you. Unfortunately, we are not able to locate your order with the information provided as we will need the account holder information to locate your account for further assistance.

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 ****************. We would be happy to continue this conversation and look into this for you.
Thank You
Customer response
07/08/2024

Complaint: 21923392

I am rejecting this response because: they havent found the sneakers and have not resolved the issue. I was told the same thing that they originally told me. That they received them but cant find them.

Sincerely,

***************************
Customer response
07/11/2024
The item was mens HOKA Challenger 7 size 11 color Olive. New, never worn
Business response
07/11/2024
Hello,
Thank you for contacting Zappos.com with regards to the wrong item that was returned to **. I am very sorry this mix up happened and the frustrations experienced.
After further investigation, we were able to locate your account and can confirm we are adhering to terms of use of Zappos.com. We've emailed you with the details pertaining to your specific situation.
If you have any further questions or feedback, please don't hesitate to reach out and we would be happy to push your feedback forward. We're available 24/7 and can be reached at ****************.
Thank You!
Customer response
07/26/2024
This complaint has been resolved by Zappos,
Thank you for your cooperation with this matter.
Initial Complaint
06/27/2024
Complaint Type:
Product Issues
Status:
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.
April 2024: Zappos is well known for their generous return policy. A customer has up to 365 days to return an unworn pair of shoes purchased from the company. I have been a customer of ********************** since 2005. Zappos primarily sells shoes. Shoes are not like clothing. You can buy a piece of clothing that doesnt fit exactly and opt to keep it or decide to alter it to make it fit better. This cannot be said of shoes. An ill fitting pair of shoes can cripple you. Zappos has a VIP program, customers who are VIP are meant to feel a little special. Zappos promotes their customer service as really caring about their customers. In recent years ********************** has implemented a rewards system. Customers are *****ed reward points with purchases. I moved to a rural area during the pandemic. I live over an hour away from any major shopping center. When the shoes I buy from Zappos dont fit I return them. I am an older person, and feet change when you age. Finding a pair of shoes can be challenging. I made several returns to Zappos over the past few months. I also purchased a pair of boots that were defective. I called customer service, explained my issue and was told I could return the boots. I was not told that this would affect my reward balance. My expectation is that my reward balance would be zero. My reward balance is negative 452 (-452 reward points). I cannot zero my balance without buying shoes and then I would have to earn 452 reward points to bring my balance to zero reward points. How can a company penalize consumers for following a policy they have heavily promoted, and then implement a rewards policy, that they ***** for free, that penalizes customers for using the returns policy! I want my rewards balance set to zero with no negative rewards going forward! This is their return policy. *****************************************************
Business response
06/27/2024
Hello,

Thank you for contacting Zappos.com with regards to your VIP rewards balance.

After further investigation into your account, we were able to confirm that the balance is due to the previous orders that were returned. We've emailed you with these details including the terms and conditions of our VIP rewards program.

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
06/21/2024
Complaint Type:
Product Issues
Status:
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.
The Zappos website clearly states in multiple places that returns can be done in Whole Foods. Upon trying to return a Zappos item there, I learned that is not the case and you need to be a Zappos VIP with a certain undetermined $ amount of spending to get to return there.Now I am stuck with shoes I cant return as I am not located near their other return location. I need a full refund.
Business response
06/22/2024
Hello,

Thank you for contacting Zappos.com with regards to your return.
We apologize for any incorrect information provided to you or seen on our site. After further investigation, 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
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a pair of Skechers on 6/8/24. Order # is #***-3006343-1232257. Shoes were supposed to arrive 6/9. They never came. I called Zappos twice on the morning of 6/10. I stated the order didnt arrive. Was told there was a system glitch. I requested the order to be canceled. I needed the shoes no later than 6/10 due to having surgery 6/11. I was told it would take about 5 days to cancel the order, which seemed odd. I called back about this again the evening of 6/10. This time, the phone connection didnt work. Then, on 6/14, a Zappos charge for the shoes appeared again on my credit card. This time I wrote to Zappos customer service via email to state the problem and AGAIN request my order to be canceled (still shows as delayed on my account). **************** emailed me back to say I would need to call them to get this resolved. I am not calling a 4th time. I filed a dispute with my bank, so I dont need Zappos to refund me. However, I will never order again from this company and would like an apology. I also want my order to show as canceled, not delayed, in their system.
Customer response
06/20/2024
I am very frustrated. I attached an email that I got today from Zappos. I dont want to receive the shoes! I asked them 3x via phone to cancel the order and 1x via email. I cant return the shoes if they arrive. Im recovering from surgery. This order should have been canceled upon my initial request on June 10.
Business response
06/22/2024
Hello,

Thank you for contacting Zappos.com with regards to your order.
We apologize for any inconvenience this has caused you. We understand that you are inquiring about your refund and cancellation for order: #***-3006343-1232257. We conducted a thorough investigation to address this issue.
After further investigation into your account, we've emailed you further 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
06/03/2024
Complaint Type:
Product Issues
Status:
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.
Order 114-4341379-8820228 Hello and thank you for helping out with the refund for my return I contacted Zappos and sent back the ******************* bag, I provided the drop off receipt from *** about 2 weeks ago Its shown Drop Off since then with no movement and havent had any help with customer care regarding my return
Business response
06/03/2024
Hello,

We apologize for any inconvenience this has caused you. We understand that you are inquiring about your refund for order: 114-4341379-8820228.
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!
Initial Complaint
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
********* slippers Gifted to me WOWED I was Until left slipper hole appeared Patch fell out of slipper Okay so Zappos ( who slippers were purchased from)Unknowingly sold a left slipper with a patched hole?OR Halfinger slippers have patches in there BRAND new slippers Or Idk But am frustrated that no one at Zappos Halfinger nor ****** Will take responsibility for the patch being in my left slipper that was BRAND NEW
Business response
05/31/2024
Hello,

Thank you for contacting Zappos.com with regards to your Halfinger slippers; I apologize that they had a patched hole and that this hasn't been resolved. This is not indicative of the quality and service we strive to provide our customers.
I am not able to locate your order with the information provided as we will need the account holder information for the gift giver. Due to public nature of this correspondence, please give us a call at ****************. We would be happy to continue this conversation and look into this for you.
Thank You
Customer response
06/16/2024
******
Hi Unfortunately I am forced by Zappos to accept there decision.
The Zappos stated on the phone three things.
1.Rudely The Only way I could have grey was to keep my defective patched pair that was returned as new and resold since it was in the original shoe box. So I was instructed NOT to return the shoe box. By the Zappos rep by phone.
2.Defective shoes Policy is for 365 days THE ***** team DID not follow Zappos policy to honor my exchange.
2. The Zappos phone representative stated I would NOT be able to exchange my defective /patched slipper for the Same Grey Color. Why was not explained:(
So my choice was to either accept a exchange of the same slipper in red or blue.
YET on Zappos website my Grey slipper was available in my size.
So I was forced into a different color and a slipper that does not fit like a glove. And to accept that Zappos policy is not followed. That an exchange is Mandatory in a different color.
F minus to Zappos customer service

Customer response
06/30/2024
Ignoring the fact that your company REFUSED to replace defective patched slippers

with original grey color

forcing consumer to choose between red or blue
Business response
07/05/2024
Hello,

Thank you for contacting Zappos.com with regards to your Halfinger slippers; I apologize for the inconvenience and that this hasn't been resolved. This is not indicative of the quality and service we strive to provide our customers.
I am not able to locate your order with the information provided as we will need the account holder information for the gift giver. Due to public nature of this correspondence, please give us a call at ****************. We would be happy to continue this conversation and look into this for you.

Thank You
Initial Complaint
05/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchase shoes from Zappos on April 18, 2024. On April 24 I got the shoes and they were the wrong size. I called Zappos and they said they were sending me a new pair. On April 26 I got another pair, exact same as the first pair, still not the size I ordered. I called Zappos and asked for a refund. They said they would refund me promptly and provided me a shipping label to mail the wrong shoes back (both pairs). The same day, May 1, I received an email that said *********** Weve issued your refund. Hooray! Please keep in mind it may take your financial institution the additional timeframes to reflect the refund in your account; Debit or credit cards: 2-10 business days, international cards: up to 30 business days, PayPal transactions: up to 30 business days, AfterPay payments: 9-20 business days, Zappos gift cards: up to 24 hours." A few days later I mailed back both pairs of shoes. 20 days later, on May 19, I noticed I still didn't get the refund back to my credit card. I called Zappos and they told me they refunded the money to my Zappos account, not to my credit card, effectively stealing my money after telling me they returned it to my credit card.
Business response
05/26/2024
Hello *****,

Thank you for contacting Zappos.com with regards to your refund on your order.

We apologize for any incorrect information provided to you regarding our refund policy. We conducted a thorough investigation to address this issue.

After further investigation into your account, we were able to confirm your refund has been issued to the proper payment method. 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 response
05/28/2024

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,

*************************

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