I returned a pair of shoes to Zappos with free shipping but it never got scanned by UPS - I think it was stolen from the counter when I dropped off the box. Zappos never got the shoes but they still refunded my money!! Amazing!!! I don't really care about the price match, but I do love the no tax and free shipping/free returns. Every time I've bought shoes from Zappos, I always get the free shipping which is suppose to take about 5 days or so for delivery. However, Zappos has always upgraded my shipping to next day delivery - free!!! I love Zappos!
Fantastic service, but prices are usually suggested retail with no discount. If you shop around online you can usually find someone with a discount plus free shipping and free returns. But if you definately want it at your door the next day, Zappo is extremely reliable. Sometimes price isn't everything.
I order from Zappos if I can't find the merchandise elsewhere or if the price comes out to be about the same as another site that makes you pay for shipping. Otherwise their prices are pretty inflated, sadly. There was a pair of Betsey Johnson earrings that I got for my bridesmaids that were $35 on any other site or in person at the store but Zappos had them for $41. That's just one example, I have many other instances where I've been looking for shoes or something and Zappos was way more expensive.
All that being said, Zappos does have a great return policy and great customer service. I do prefer ordering from them, but like I said, only if the price is comparable.