Zappos - excellent customer service!
- Thread starter peace43
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That's awesome! Once I had the same thing happen to me with Bluefly -- I used the UPS return label provided by Bluefly to return a pair of Fendi shoes, and they somehow got lost en route. When I called CS, they were nowhere near as accomodating as Zappos. In fact I was passed from one supervisor to another, who took days to return my calls, until finally they credited me for the shoes -- almost 2 weeks later. I haven't ordered from Bluefly since then. Great CS counts for a lot!! Zappos has always been great.
I followed up with the UPS store to ask them to check in their store computer if they ever scanned in my Zappos return package. The package never showed up in their system nor in the UPS tracking website.
I think again that my package was basically stolen from the counter of the UPS Store! So frustrating!!! Zappos credited my account like a day or so after I contacted them which is amazing!
Yesterday, I wrote a very long and complimentary note to Zappos thanking them for their EXCELLENT customer service in regards to this situation. They in turn, sent me a quick "thank you" e-mail as well.
I LOVE ZAPPOS!!! They have me as a customer for life!!!!!
I think again that my package was basically stolen from the counter of the UPS Store! So frustrating!!! Zappos credited my account like a day or so after I contacted them which is amazing!
Yesterday, I wrote a very long and complimentary note to Zappos thanking them for their EXCELLENT customer service in regards to this situation. They in turn, sent me a quick "thank you" e-mail as well.
I LOVE ZAPPOS!!! They have me as a customer for life!!!!!
My latest Zappos story. I was supposed to have my new Uggs (beautiful chestnut with wedge heel) delivered yesterday. I checked the UPS site and it said delivered at 4:50 and left at my front door. OK, my husband works from home and I was here at that time and there was no delivery - nobody knocked on the door or rang the bell. I checked around my house, checked the backyard and NOTHING. Either the package was stolen within seconds of being delivered or delivered to the wrong house. Anyway, I called Zappos last night and they issued me a refund with no questions asked, put me on the waiting list for the boots (I got the last pair with my initial order) and are sending me a $20 gift certificate for my "inconvenience". I ask you, can you beat that??? Meanwhile, UPS could take a leaf out of their book and try not messing up deliveries constantly.
^^^
An update I posted on the handbag forum:
__________________________________
Let me preface this by saying that my heart has finally stopped palpitating enough to type...
2 night ago I was expecting a delivery from Zappos - a pair of chestnut brown wedge boots. UPS showed that they were delivered at 4:50pm. They were not on my doorstep. I phoned UPS to ask where they were and they contacted the driver who said they were left on my doorstep. I disagreed. I phoned Zappos who gave me a refund, no questions asked. Meanwhile, I was expecting Fedex to show up to pick up my Chanel Bordeaux Patent GST to return to Bergdorf Goodman for replacement. Fedex didn't show up.
Next night. Fedex shows up and collects my GST and tells me he was here the night before. I raised an eyebrow and asked him if he knocked and he said No. I am thinking to myself that this guy expects me to have ESP and sense that he is at my door. Whatever...the GST is collected.
Tonight. Call from SA at Bergdorfs telling me that the package arrived, but she regrets to inform me that the GST is not in the package. I flip out...as one would when one is expecting that a $2,450 purse is going to arrive at its destination and doesn't. She then goes on to tell me that there's a pair of boots in the package instead. I didn't connect anything for a few minutes because I was still panicking over the thought of my GST being given to a Fedex driver's wife for their anniversary. All of a sudden it dawned on me that the stupid Fedex driver picked up my UPS boot delivery the night before and slapped on the airbill for Bergdorf Goodman and took the package away without leaving a note, knocking on the door or anything.
Thankfully everything is OK and my Chanel will be delivered on Monday in NYC and BG is shipping my boots back to me, but it takes a special kind of stupid to mess up this badly.
There is my vent/story.
An update I posted on the handbag forum:
__________________________________
Let me preface this by saying that my heart has finally stopped palpitating enough to type...
2 night ago I was expecting a delivery from Zappos - a pair of chestnut brown wedge boots. UPS showed that they were delivered at 4:50pm. They were not on my doorstep. I phoned UPS to ask where they were and they contacted the driver who said they were left on my doorstep. I disagreed. I phoned Zappos who gave me a refund, no questions asked. Meanwhile, I was expecting Fedex to show up to pick up my Chanel Bordeaux Patent GST to return to Bergdorf Goodman for replacement. Fedex didn't show up.
Next night. Fedex shows up and collects my GST and tells me he was here the night before. I raised an eyebrow and asked him if he knocked and he said No. I am thinking to myself that this guy expects me to have ESP and sense that he is at my door. Whatever...the GST is collected.
Tonight. Call from SA at Bergdorfs telling me that the package arrived, but she regrets to inform me that the GST is not in the package. I flip out...as one would when one is expecting that a $2,450 purse is going to arrive at its destination and doesn't. She then goes on to tell me that there's a pair of boots in the package instead. I didn't connect anything for a few minutes because I was still panicking over the thought of my GST being given to a Fedex driver's wife for their anniversary. All of a sudden it dawned on me that the stupid Fedex driver picked up my UPS boot delivery the night before and slapped on the airbill for Bergdorf Goodman and took the package away without leaving a note, knocking on the door or anything.
Thankfully everything is OK and my Chanel will be delivered on Monday in NYC and BG is shipping my boots back to me, but it takes a special kind of stupid to mess up this badly.
There is my vent/story.
^^
Wow! Glad the missing item was found even though it had been mailed to the wrong location due to the delivery company's mistake! I've never had anything picked up before from my house, I've only taken items to the Post Office or a UPS store. But, then again, my experience with the UPS store happened and I learned my lesson to make sure the package is scanned in before I walk away from the store.
Wow! Glad the missing item was found even though it had been mailed to the wrong location due to the delivery company's mistake! I've never had anything picked up before from my house, I've only taken items to the Post Office or a UPS store. But, then again, my experience with the UPS store happened and I learned my lesson to make sure the package is scanned in before I walk away from the store.
Did anyone see the profile of Zappos on ABC World News this summer? I was so impressed by their philosophy and business model. I would totally buy shoes from them, but I can often find them for less elsewhere.
Zappos issued me a refund and confirmed it by e-mail today. The boots will be arriving today as well. I am going to phone them and get them to charge me again. They run such an amazing business.
Okay, I have a question... I received my sandals today, I love 'em so much!! Next-day shipping @ no extra cost rocks! But my new dilemma is that the first pair of sandals I had purchased in August don't fit me as well as the new ones today (I'm an 8, ordered a 7, it's still too "long", so my new ones are a 6.5). I haven't worn the first pair, but my dad wrote my name & address on the shoebox... do you still think they'll take it back if the box has been "compromised" already & let me exchange for a 6.5? The sandals themselves are perfect/new.
I would think that if you haven't actually worn the shoes, Zappos would take the shoes back even though the box is compromised. But, the only way you'll know for sure is to just call Zappos directly and ask them. Stress that the shoes have not been worn at all. Good luck!!!
P.S. If you do return the shoes, be sure to black out your name/address from the shoe box before you send the shoes back to Zappos!!!