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: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!

• Initial Complaint

  Date:01/21/2025

  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 boxers from their website. I almost immediately get a delayed delivery email and they told me a new date. That date was 1/18/2025. We are now past that date and The product has still not shown up and customer service will not tell me when it's supposed to be coming or if it's still coming.

  Business Response

  Date: 01/21/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to the shipment information and how this information was communicated to you.
  
  We apologize for any disappointment and frustrations experienced. We conducted a thorough investigation to further review and address your comments.
  
  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 at ****************.

  Thank You!

• Initial Complaint

  Date:01/16/2025

  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.

  Hi! I made a purchase on 12/21/24 from Zappos for a pair of shoes, and the package was delivered late on 12/27/24. On 12/28/24, I dropped off my return to *** as the shoes did not fit. On 12/28/24, it stated that Zappos had issued my refund and to allow 2-10 business days for the funds to be deposited back to my account. However, I still have not received the refund after 10 business days. Therefore, I contacted customer service, and they told me what I already know, that my refund had been accepted blah blah, and that I should deal with my bank about this matter. Obviously, the bank cannot refund my purchase... that is why I was contacting Zappos. I would like the refund for $141.90 issued back to my account ****. Thank you!

  Customer Answer

  Date: 01/20/2025

  Please cancel this complaint. It has been resolved.

• Initial Complaint

  Date:01/16/2025

  Type:Delivery 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 placed order 114-1777946-9359420 on 1/8/25. It was supposed to be delivered by 1/13/25. As of today, it had not yet shipped, so I contacted Zappos by chat to ask for status. They told me it was out for delivery and gave me the *** tracking number. The tracking number was for a sweater that I bought from Zappos, not for the bra, so they just lied to me to shut me up. In a separate chat, I asked about the status of two more recent orders, and they gave me the same *** tracking number, and said they were out for delivery. Another lie. I'm left waiting for a bra that was due today, and two nightgowns due tomorrow, and none of them have shipped, but I have been charged for all 3 orders, and lied to by Zappos chat team about all 3 orders. I need to receive these 3 orders immediately or receive 3 refunds right away. I'm shocked and appalled that two different chat sessions resulted in the same lie: "It's out for delivery today." Kindly fix asap. But, you cannot fix my trust in Zappos, which was mostly intact until this experience. Your chat "team" has obviously been instructed to just lie if there is no actual info to share.

  Business Response

  Date: 01/21/2025

  Hello,
  
  Thank you for contacting Zappos.com with regards to the shipment information for a few of your recent orders and how this information was communicated to you.
  
  We apologize for any disappointment and frustrations experienced. We conducted a thorough investigation to further review and address your comments. After further investigation into your account, we were able to confirm delivery of two of the orders mentioned and the remaining order in question was cancelled. 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: 01/21/2025

   
  Better Business Bureau:

  I responded to ******** email last week and I didn't get a response. Then I called the phone number she called from and asked for her, and they told me they couldn't transfer me.  Then I wrote to the *************************** email and I received a reply saying "Hello ********!" What???  This experience has been utter chaos.  The least you could have done would have been to give me a way to contact you by email and/or phone.  Zappos is in severe need of some adult supervision. What a mess.  At the very least, you need to fix the fact that your chat agents habitually lie.  Zappos is bad to do business with, which is a shame.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******