Expert Review: 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.

The Good

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

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.

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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.

Clothing Price and Quality

Zappos has the most comprehensive selection of products in terms of price and quality. You can find low-, mid-, and high priced items from a variety of designers and manufacturers.

Membership

There is not a membership required to use the online site. You can log in and purchase items. When you purchase an item, you are required to create an account and include your payment information.

Reviews

Zappos has one of the most robust review tools in the industry. It is simple to review items and see what other experiences customers had.

Shipping

Shipping and returns are free with Zappos’ no-hassle shipping and return policy.

Selection Size

The selection size for Zappos is huge. There are more than 13 pages of men’s pants available, however, we couldn’t count the number of items available.

Sales

Zappos did not have a “sales” section on their website. However, everything is extremely well-priced.

Customer Service

Zappos has great customer service. You can call, email, and use chat boxes. Their live chat box is the best way to get help quickly.

Retail Storefront

Zappos is an online clothing retailer so they do not have a storefront.

Time in Business

Zappos has been in business since 1999, getting their big boost in sales in 2000.

Company Contact Information

(800) 927-7671

400 Stewart Ave, Las Vegas, NV 89101-2913

Email form on website

Return Policy

You have one year to return a product, no questions asked. You’ll need to mail the item back in its original condition. This is a revolutionary return policy in the industry that a few other competitors have had to adopt in order to remain competitive.

Are there any inaccuracies in this review? We take our accuracy very seriously and would love your feedback. Give feedback here.

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2 Zappos Reviews

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  1. User Score

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    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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  2. User Score

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    August 12th, 2016 Raleigh, NC

    expensive

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