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:06/20/2024

  Type:Service or Repair 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 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 Answer

  Date: 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

  Date: 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

  Date:06/03/2024

  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.

  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

  Date: 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

  Date:05/30/2024

  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.

  ********* 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/22/2024

  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 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

  Date: 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 Answer

  Date: 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,
  
  *************************

• Initial Complaint

  Date:05/16/2024

  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 purchased a pair of shoes from them in April of 2024 and when I received them, they were not what I ordered. The shoes were returned to them on 04/24/2024 and were received by them on 04/26/2024 by *** at 7 pm. A refund of ***** was to be posted back onto my **** account and as of this date it hasn't shown up onto my account. Calls to their customer service line haven't gotten any results from them at all. I was told that the refund was issued on 05/03/2024 and nothing more has taken place since then. This is more than 10 days to be posted back onto my account.

• Initial Complaint

  Date:04/24/2024

  Type:Customer Service 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 sent me an accusatory and potentially libelous email.I responded that I thought they'd contacted me in error and asked for clarification.None has arrived.I attempted to get clarification from their customer service chat today and could not.When I asked to be transferred to someone who could help me, the representative - ******* - said she'd transfer me then ended the chat.

  Business Response

  Date: 04/25/2024

  Hello,
  
  Thank you for contacting Zappos.com with regards to your account status.
  
  When a customer returns an item to ********************** the item must be in the condition it was received, in original packaging, and with original tags. When we receive an item for return we evaluate and assess the item for damage and/or signs of use. Any item that has been worn, marked, altered, or otherwise not in its original condition is an unacceptable and unsellable item. Review of your account history over an extended period of time reflects a repeated pattern of items returned to Zappos in unacceptable condition. This violates our Returns Policy and is a misuse of Zappos Services.
  
  Thank You

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21619508
  
  I am rejecting this response because:

  I requested specific examples. I have never returned worn or damaged shoes.
  It seems like if I had, you'd have refused the returns.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/14/2024

  Thank you for contacting Zappos.com with regards to your account status.
  
  When a customer returns an item to ********************** the item must be in the condition it was received, in original packaging, and with original tags. When we receive an item for return we evaluate and assess the item for damage and/or signs of use. Any item that has been worn, marked, altered, or otherwise not in its original condition is an unacceptable and unsellable item.
  
  Review of your account history over an extended period of time reflects a repeated pattern of items returned to Zappos in unacceptable condition. This violates our Returns Policy and is a misuse of Zappos Services. The goal of this email is to realign on the Zappos return policy and ensure we can continue to provide the highest level of service to all of our customers.

• Initial Complaint

  Date:04/22/2024

  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.

  Ordered a shoe that Zappos didnt have to sell. Instead of sending what I ordered, because they didnt have it, they sent me some giant shoes that have probably been gathering dust in their warehouse. This is straight up fraud trying to make it my problem and hoping I dont have time to return the shoes. Should be illegal.

  Business Response

  Date: 04/23/2024

  Hello,

  Thank you for contacting Zappos with regards to receiving the wrong item.

  We apologize that you did not receive the item you ordered. We understand how frustrating that can be. We have conducted a thorough investigation to address this issue. 

  After further investigation into your account, we were able to confirm the wrong item was received. We have emailed you with next steps regarding the 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

• Initial Complaint

  Date:03/25/2024

  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 returned 15 items within thier 365 day return window. The items show that they have been delivered since September. I have reached out concering this and they are claiming that it takes some time to be scanned by their return facility. But it has been 7 months after they promised that the *************** should only take about a month. I am asking for a refund for the 15 items I returned

  Customer Answer

  Date: 03/25/2024

  Hello! My initial complaint was associated with the email: ********************* That is the wrong email address. This is why I created this new complaint. Please go ahead and change that wrong email to this one: ******************** or please delete that complaint and reinstate this one.

  Business Response

  Date: 03/28/2024

  Hello,

  We apologize for any inconvenience this has caused you. We understand that you are inquiring about your refund for order: 111-4143427-8885030.

  Unfortunately, *** is not able to verify the contents of the returned packages 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 **** directly at ************ for additional assistance.

  Thank You!

  Customer Answer

  Date: 04/16/2024

  Hello!

  The case 21482633has not been resolved. Pleas reopen the case

  Customer Answer

  Date: 04/18/2024

  Hello!

  This messaging system is confusing. I did not see the Zappos' reply to my complaint. Therefore I did not respond. All I saw on the message was: "BBB has contacted Zappos". I see that Zappos is still claiming the items have not been scanned. My response to that is that they should contact the fufilment center to which the items were sent and get confirmation from them about the receipt of the items. Every time I speak to them and ask them to just contact the fufilment center they tell me they'll submit a ticket to the fufillment center, and I should hear back in a couple days. I never hear back. And I contact them again. They tell me the same thing. Its been a cycle for months.

  This is an email I sent them recently:

  
  These additional items were returned in August 2023. These items were not returned using the regular return method. Rather, an agent I spoke to over the phone sent me some shipping labels to return the additional items. I have attached the email from the Zappos Agent that clarifies the items that I returned and the tracking numbers used (I shipped them in 2 boxes with 2 different labels). They were shipped with *** on Aug 3rd, 2023, and arrived at **************, **, ** on August 9th. I have attached the *** proof of delivery. 
  
  Please, I request that someone contact the facility in **************, **, **. To confirm, the receipt of my items. There must have been a miscommunication about this return. Maybe the facility was not expecting this return as it was manually initiated. Or maybe these shipping labels were not linked to my order so they could not communicate what the return was for.
  
  In any case, I should not have to chase down my refund for this. I rightfully returned these items months ago, using the labels provided. If my items where shipped to a "ghost" facility or were not processed correctly, I should not be the one bearing that burden. 
  
  When the facility is contacted, please let them know to check using tracking numbers 1ZY243309097761783 and 1ZY243309099529567 to locate the items. I am looking forward to a response concerning the tracking down of my items.
  
  

  Business Response

  Date: 04/24/2024

  Hello,

  Thank you for contacting Zappos.com with regards to your return and refund.

  We apologize that you have been awaiting a response regarding your returned items. We understand how frustrating that can be. We conducted a thorough investigation to address this issue.

  After further investigation into your account, we were able to confirm that all of the returned items we received have been fully refunded. We emailed you these details on April 16th. 

  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:03/25/2024

  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 returned my item to this merchant over 3 weeks ago, I have been sending multiple emails daily about refunding me as per their policy it takes 7-10 business days to confirm return. It has been way passed their alloted time frame and they do not respond nor confirm my item was successfully delivered back to them. They have not been helpful and due to the amount of time that has passed my bank is not helpful either.

  Business Response

  Date: 03/28/2024

  Hello,

  We apologize for any inconvenience this has caused you. We understand that you are inquiring about your refund for order: 114-3181174-3911457.

  Unfortunately, *** is not able to verify the contents of the returned packages 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

  Date:02/28/2024

  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 2/16 I got an email from Zappos that my account had "an unacceptable pattern of activity that violates the return policy." So the account was closed permanently and without warning. I have made several attempts to get clarification, seeing how I have spent thousands over the last decade (and made many proper returns in that time). The response is that they have received an exceptionally high rate of returned items that show signs or wear and/or damage. Not once have we returned a used or worn item, besides trying it on inside our home for a few minutes. I do make a lot of returns because my child needs special shoes to fit her custom inserts. At this point I am asking for our order history information, at the least, so I can continue to purchase the brands that have worked for us, elsewhere. I am only receiving the same information from Zappos, that we have violated the policy. But there is no proof of that and there was no warning or communication from the company at any point, for these alleged claims. No opportunity to right a wrong, if they thought we were making too many returns. I also didn't find information to back that up, I am just guessing that is what we did to violate their policy, since I know we have never once tried to return a used or damaged item.

  Business Response

  Date: 03/02/2024

  "Hello,
  
  Thank you for contacting Zappos.com with regards to your account status.
  
  When a customer returns an item to ********************** the item must be in the condition it was received, in original packaging, and with original tags. When we receive an item for return we evaluate and assess the item for damage and/or signs of use. Any item that has been worn, marked, altered, or otherwise not in its original condition is an unacceptable and unsellable. Review of your account history over an extended period of time reflects a repeated pattern of items returned to Zappos in unacceptable condition. This violates our Returns Policy and is a misuse of Zappos Services.
  
  Thank You

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 21360422
  
  I am rejecting this response because: I have never once worn an item out of the house, or otherwise caused damage. I am careful to repack it in the original packaging after we try the shoes and boots on inside our home, and then I safely drop it off at Whole Foods. There was never mention of this being a problem, or trying to communicate with me at all. My account was just closed with no proof of this alleged behavior. Of course I don't have proof that I didn't damage them. But I didn't have reason to believe that we were doing anything wrong by purchasing footwear, trying it on in our home, and returning the items that didn't fit us. Over the past 10 years I have spent quite a lot of money with this company. My daughter and I almost exclusively find our footwear from Zappos, and I had confidently been using them because of the free shipping and returns. If we had made too many returns over the course of 10 years, that is a separate issue, but I was also not alerted to anything being a problem until it was too late and our account was closed. The response they have given here is similar to our email correspondence from several representatives, giving me a generic, blanket response. I am asking for access to my account history. That is the only way this will be resolved sufficiently on my end. I will not support this company any more because I don't trust them. I often purchased several hundred dollars worth at a time. If they just decided not to refund me on those returns I would have been devastated. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/20/2024

  Hello,
  
  Thank you again for contacting Zappos.com with regards to your account status. In regards to your order history request, we have sent the email address on file full account order history including order number, details of items kept, and date purchased.
  
  As mentioned, when a customer returns an item to ********************** the item must be in the condition it was received, in original packaging, and with original tags. When we receive an item for return we evaluate and assess the item for damage and/or signs of use. Any item that has been worn, marked, altered, or otherwise not in its original condition is an unacceptable and unsellable item. Review of your account history over an extended period of time reflects a repeated pattern of items returned to Zappos in unacceptable condition. This violates our Returns Policy and is a misuse of Zappos Services.  
  
  Thank You