Zappos

Zappos is an online retailer of clothes based out of Las Vegas, NV. Recently Amazon acquired Zappos, integrating it into the Amazon online family of products and services that is fully supported with Amazon's online payment and customer service paradigm.

Zappos came into being when the founder saw a pair of Airwalks on sale. This helped the founder generate the idea of selling items online way back in 1999. Zappos had a fantastic year in 2000, when it brought in $1.6 million in revenue after stagnating in 1999. Zappos has expanded to include shoes, online clothing, and other products that are found in traditional "big box" clothing stores.

Rank Chart Our Score User Score
#1 9.3 4.2 Read Review
#2 8.9 6.1 Read Review
#3 8.8 3.2 Read Review
#5 7.2 5.4 Current

The Good

  • Low prices on clothing
  • Outstanding shipping and return policies

Zappos has disrupted the online clothing and shopping industry. Three specific areas where they deliver excellence is:

Low Prices on Clothing

Zappos has become a popular destination for clothing shoppers in search of the best prices. Not only are they providing some of the lowest prices available online, many of the items of clothing are from some of the most popular brands in the industry. Not only are their prices on these popular products very low, they have a large selection of clothing items to choose from. Especially concerning shoes, a customer can purchase name brand boots, shoes, and other footwear. Customers can purchase kids clothes and shoes in both girls and boys styles. This is something that isn't in every online clothing store.

Outstanding Shipping and Return Policies

There is a no-hassle shipping and returns policy from Zappos which has been a game-changer in the online shopping world. All shipping and returns are free. If a customer is not happy with a product, they can return it with the easy-to-use self-service return system. You have a year to decide whether or not you want to keep the product. This is a huge time difference when compared to other average return policies that last 30 to 60 days. All merchandise, not defective, must be returned in the same condition it was received.

The Bad

  • Potentially cluttered online catalog

It is a challenge to find things wrong with Zappos and their online clothing store. However, a few things could be improved slightly to increase the online shopping experience:

Potentially Cluttered Online Catalog

Zappos online catalog itself leaves one's shopping experience wanting, but only slightly. It is difficult to see all the items available (men's pants had 13 pages of items to view). This is a slight negative consequence to having so many quality products for different customer types. The search tool, however, helps remedy this. You are able to type in brands or clothing types that you are searching for to speed up your shopping experience. Most of the categories also have filters found on the left-hand side of the page to help speed up the shopping process as well. Also, it is a little bit cumbersome to try and trace the price of products initially. You can sort by price with the search tool, but it is relatively challenging to find a nice, mid-priced item that is currently on sale. Although it is a relative challenge to find these types of products quickly, there are countless items that meet these and other criteria to ultimately choose from.

The Bottom Line

We recommend Zappos. We felt like they were the best in the online clothing industry when it came to customer service. We also found that Zappos focuses exclusively on customer service. Zappos takes over 5000 service calls a month and even responds to 1200 emails a week. This amount of customer service is unparalleled in the online clothing industry. We hope that Zappos and their great customer service trend continues with their acquisition by Amazon.

5 Zappos Reviews

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  • User Score

    10

    July 21st, 2017 Oceanside, CA

    I just had a customer service situation resolved with the best case scenario. So good of a scenario I didn't consider this to be an option in advance. So good of a scenario, I'm worried that if I describe the details people may take advantage of the company. Still can't believe this is how it went down...

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  • User Score

    10

    June 7th, 2017

    Zappos customer service is the best I have experienced. I always speak directly with a real person! A few months ago I ordered the wrong size boots, I contacted customer service and they had the correct size delivered the next day! I hadn't even had a chance to return the original pair. I was very very impressed.

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  • User Score

    6

    May 26th, 2017

    A little overpriced, and since it is online you don't always know just how it will fit (I feel like each shoe company has a different sizing method..) but they have amazing delivery timing and always still to their return policy which is nice.

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  • User Score

    0

    November 24th, 2016 Lewes, DE

    I purchase a couple of shoes last week when i received my shoes and when i unpacked i got to see very dusty and used one it was look like. When i tried to email them to their customer care, they asked me to take a snap and send them to email. When i did after 10 days they replied me that exchange or replacement cant be possible. Totally scam Its just wasting of time to make purchase with these website. For those who faced or facing the same issue would like to say is that i found a new website boutiqueken.com , they are far good than these website, the best part is their customer care is very smart and fast supportive.

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  • User Score

    1

    August 12th, 2016 Raleigh, NC

    expensive

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