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.

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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.

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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.

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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.

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User Reviews

Star Rating

4.4

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66 Reviews

Review Breakdown

5 grade

61%

4 grade

24%

3 grade

2 grade

1 grade

Sentiment Criteria

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Vanessa Call Lehi, UT

Zappos customer service is amazing! I bought some slippers for my husbands birthday, and when they arrived, they were clearly worn. I gave them a call and they immediately put a new pair in the mail for me, and had me just trash the pair I received, as of course, no one wants those. Additionally, because of the inconvenience they credited my account for a portion of the slippers. Overall it was a great experience, like every time!

8 years ago

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Molly Keogh Ogden, UT

We love Zappos so much. I am a runner and after finding a running shoe I really liked was having trouble finding it in stores. Zappos always has my size in at least one color of the running shoe I love and I don't have to waste a ton of time trying to find it somewhere. And the overnight shipping is Wonderful.

6 years ago

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Michelle Rios Ogden, UT

Talk about a great selection of shoes! Zappos site is easy to use, I can just enter a brand and a huge selection pops right up. They offer many shipping options and returns/exchanges are easy. I have been able to find just what I am looking for each time I go to their site. Their customer service is great too, very helpful and friendly.

6 years ago

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Eddie Rios Ogden, UT

Talk about First Class! Zappos just knows how to treat customers. Great selection, great prices, great speed of delivery. And no hassles. Any return I needed was handled expeditiously, making me a happy internet camper! Thank you Zappos for proving it can be one right!

6 years ago

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Hannah Pleasant Grove, UT

Zappos is rad. Their free shipping and returns is probably my favorite part. I know that I can try and return any product, without losing a penny! Their inventory is a little overwhelming - they just have SO much stuff - but if you know what you're looking for, the site has great filtering options so you can dial in the right products. They rock.

8 years ago

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Oliver 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...

9 years ago

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Jenna LeStarge

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.

9 years ago

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J. Whelan Long Beach, MS

Easier than trying shoes on in the store. Their prices are comparable to the brick and mortar stores but the selection is out this world. I like that the filters of what style I'm looking for can get very descriptive. Filter like type of shoe, size, color, heel height, width and name brand. It makes it very easy to get exactly what I'm looking for and return shipping is free!

6 years ago

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Angela Wellsville, UT

The first time I ordered something from Zappos it literally arrived the next day. I was honestly shocked. I like Zappos for the fact that I can always find something I like even if they don’t have exactly what I was looking for. Their prices are reasonable, definitely not the cheapest but also not the most expensive. Their shipping and return policy are awesome.

7 years ago

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Austin Stelmach Boulder, CO

I always buy all my shoes from Zappos. They have an incredibly wide selection, all of which are usually very high quality and durable. I even buy my soccer cleats from Zappos because they have the best prices.

6 years ago

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MattB Salt Lake City, UT

I LOVE Zappos.com. Not only do they offer a wide variety of clothes, shoes and accessories, but they offer next day free shipping with I love. They seem to carry everything and their website is easy to navigate and I have had great experiences finding what I need online.

6 years ago

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cb Thibodaux, LA

Very massive variety of shoes! Comes in almost every size and can even make adjustments to shoes if need be. Their shipping is almost always free or not very much. They also ship overnight which is great if I need shoes on a short notice.

6 years ago

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take7 Sandy, UT

Favorite one stop shop. The clothes are brand name and quality. About same prices you can find elsewhere but I like the 2 day shipping and confidence knowing what I'm getting is the real deal. They have a wide range of prices in all their clothing and shoes. App and site are great for sorting your searches for specific clothing and sizes.

6 years ago

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Kaitlyn Rios Ogden, UT

Zappos is hands down the best shoe destination online. My shopping experience online has always been superb. They also have the easiest return policies. All around, its cheaper, funner, and easy to shop online with Zappos.

6 years ago

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Kimmi Riverton, UT

If you like trying on shoes in the comfort of your home this is for you. I was able to order a few different shoes-the selection is great. They shipped quickly. I was able to try them on without feeling pressured. It was easy to return the ones that didn't work out.

6 years ago

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Jaime American Fork, UT

Zappos is awesome... great selection of items and excellent customer service. I have bought several pairs of shoes from them and I recently bought a suit jacket for my son. I had to exchange the jacket for a different size and had no problems at all. Great customer service!

7 years ago

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Sierra Beck Herriman, UT

I have one specific pair of Converse that I buy every time they wear out and I always buy them from Zappos. I love the free shipping over $50 and how quick the product comes. They have easy to use search engine filters to I can narrow it down to the exact shoe that I want.

7 years ago

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Reese Pleasant Grove, UT

I ordered shoes through Zappos and it worked out great. I have a larger shoe size, size 15 and sometimes 16 and these shoes can be hard to find, especially dress shoes. I was able to find shoes that I liked on Zappos, easily order them, find out the price was less than I expected and way less than a Big and Tall Store and get them very quickly.

7 years ago

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Katie Kearney Vienna, VA

I was looking for new training shoes and they were sold out everywhere we looked and my husband came across Zappos and to my surprise they had a brand new pair of the exact shoes I was looking for! It was so easy to navigate through the site and the orders were shipped and delivered quickly. Would definitely recommend!

7 years ago

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Jackson Barousse New Orleans, LA

Zappos has the best return policy of any clothing site I've been on. I can order multiple pairs of shoes, pick which ones I like, and then send the rest back. I love zappos!

6 years ago

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Joanna Hester Gilbert, AZ

I needed some new shoes for a wedding. I couldn't find any at the brick and mortar stores so I turned to Zappos. I found a great pair in my size that went perfectly with my dress.

8 years ago

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LZap Quincy, MA

I used to LOVE Zappos. They were the best. Customer Service WAS Phenomenal. I was purchased to much from them that they used to send me birthday gifts and cards (which I thought was just awesome). Over the past years (since Amazon is involved) Zappos has gone way down hill. I received so many wrong items, defective items etc but I always let it slide because the customer service was great. My last straw was this morning when I chatted to do two exchanges (same shoe, same price just different color). First off I was chatting with them for over one hour which is ridiculous. Secondly they told me you can only do one exchange per day so to chat back and waste another hour tomorrow to exchange my second item. NOT!! They advertise hassle free exchanges and returns 24/7/365 days per year. That is absolutely NOT the case anymore. I will NEVER shop Zappos again and I have been a customer since 2010. Do not shop there they are not the same company anymore.

8 years ago

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Katelyn Empey Logan, UT

Zappos is a great company to work with. They are fast delivery and great return policy as well as customer service. I always know I'm getting the best.

8 years ago

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Kenneth Okerlund

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.

9 years ago

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Willie M. Mendelsohn 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.

9 years ago

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Myken American Fork, UT

I’ve never had better customer service than what I’ve gotten through Zappos. They truly care about your satisfaction, have great products, tons to choose from and the two day shipping and free returns is unbeatable

6 years ago

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Aidan Keogh Ogden, UT

Zappos is the greatest online shoe store. It is so nice to be able to just order your shoe in your size without having to go to a million stores. The overnight shipping is just icing on the cake.

6 years ago

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Julie Taylor Ogden, UT

I love Zappos. I love that I can get my favorite running shoe without having to go to bunch of stores to find the brand/and size. Before finding Zappos it could take an entire Saturday trying to find the shoes I want.

6 years ago

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Kaydence Bonino Riverton, UT

The customer service is great at zappos! I just ordered my husband a pair of shoes and they came the next day. You also have 365 days to return any item if you are not satisfied. Great company!

6 years ago

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Amy Boren American Fork, UT

I have bought shoes from them many times online. They arrive so fast, 2 DAYS! For no extra charge and If they don't work it is so easy to affix a label and drop it off at the post office or UPS.

7 years ago

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Ted Johnson Pleasant Grove, UT

Bought some shoes online from Zappos and was amazed at the quality. Also the selection was great, they had a good assortment in my size, 16 and they were very stylish. Easy to get on my doorstep and I have loved them.

7 years ago

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Rylie Crandall Draper, UT

My experience with Zappos is generally positive because I have been able to find shoes that aren’t available elsewhere. The prices can’t be beat and I’ve been able to find most shoes I’ve searched for. A lot of the time, the shoes I search for are out of stock in my size, however.

7 years ago

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Avery Fowler Pleasant Grove, UT

Zappos has very good quality shoes! I love how they have shoes for every season to fit the needs of me and my family all year long!

8 years ago

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Robert Wilson Bethesda, MD

Used Zappos to get a pair of Merrell's sport sandals. Their price was not the best only average but they did have a the sandal in extra wide where other online stores did not. Their selection is outstanding just was expecting slightly better prices. They do have free shipping both ways which is a key feature. Would use them again.

6 years ago

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Paige Baldwin Wellsville, UT

Zappos is a great online shopping website because they have everything and anything for a good price. Their checkout process is quick and easy and the products ship quick!

7 years ago

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Eric San Diego, CA

If you want to get some quality kicks at a discounted price, Zappos is the way to go. They've probably got what you're looking for and you can expect to pay a fraction of the cost that you would in store.

7 years ago

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Audrey Mitchell Managua, MN

I ordered exercise clothing from Zappos and was not disappointed. They arrived in great condition and they looked like the photos

6 years ago

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Laura Herriman, UT

The site is expensive but you do get to find more selection then you do in a store. I can find a lot of choices. The shipping is also really good.

8 years ago

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Meghan Martin Brookings, SD

I ordered something over a month ago and still haven't received it. I have contacted their customer service time after time with no response. They are refusing to refund me my money and now i am contacting the BBB and filing a police report this company is a SCAM and a FRUAD

9 years ago

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Deborah integlia Bedford, NH

Yippie for Zappos. Never get my shoes anywhere else. Their on cost returns r the best. And they have all the name brands

6 years ago

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Logan Hudson Norcross, GA

I have bought shows off of Zappos before and is been very reliable in the time it takes to ship to my house. The sizes have fit well and the quality is great.

6 years ago

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David T Draper, UT

Zappos.com needs better filters in order to find what I want. I know it is a Nike shoe, but after that I have to scroll through 5 pages of shoes. They need sub filters for different styles, etc.

6 years ago

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Amanda Montebello, CA

I purchased shoes off Zappos.com a few months ago and had an good experience. I was given a special promotion because it was my first time purchasing with them.

6 years ago

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Roberson Salt Lake City, UT

Quality service and resonably priced shoes, you can expect packages to arrive on time and they are quite speedy. They have a never ending array of shoes.

6 years ago

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Amanda Warrendale, PA

Zappos often has cheaper prices on shoes than other places like Nordstrom. I always know I'm getting the best price on their site!

6 years ago

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Daphne Brown Riverton, UT

I like the service and we are able to find the right items with great quality. At times the prices come in a little high compared to other places. The convenience worth it.

6 years ago

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Tony Riverton, UT

I've bought 3-4 pair of shoes here and their no-hassle return policy is enough to keep you coming back. So easy to work with and a great selection.

6 years ago

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Haley Baldwin

Zappos is a great website as they have a variety of products at affordable prices. They ship quickly and their checkout process is so fast

7 years ago

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Chase H Provo, UT

Zappos has an extremely large assortment of shoes. Great for the shopper that doesn't want to walk around looking for the right product. Know your size though!

8 years ago

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Ashley Pleasant Grove, UT

I like shopping at Zappos because they have different brand names. It’s easy to compare prices.

8 years ago