YouLookFab Forum » Topic: Zappos limiting self-service returns and exchanges

YouLookFab Forum » Topic: Zappos limiting self-service returns and exchanges https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges Style Advice for Fashion Lovers en-US Tue, 07 Apr 2026 06:27:48 +0000 http://bbpress.org/?v=1.0.2 <![CDATA[Search]]> q https://youlookfab.com/welookfab/search.php Kate on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges/page/2#post-2352707 Wed, 14 Feb 2024 05:37:59 +0000 Kate 2352707@https://youlookfab.com/welookfab/ I've always been treated well by Zappos. As someone who is hard to fit in shoes, I've resigned myself to ordering any shoe I'm interested in—and I do a lot of looking and comparison first—in at least two sizes. If one fits, it's mine. I probably order from Zappos once or maybe twice a year. I recently bought shoes in Quebec City when my husband and I were there in December, and I had forgotten the real pleasure of in-store shopping with knowledgeable salespeople. The pair of shoes I bought I had to size down 1-1/2 sizes. Had I bought online, that would certainly have engendered some returns.  JJ on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges/page/2#post-2352699 Wed, 14 Feb 2024 04:16:14 +0000 JJ 2352699@https://youlookfab.com/welookfab/ I am a hard-to-fit size and returned all items in brand-new condition the same day or the next day. One day, I could no longer print returns labels and had to call. I hate calling and listening to hold music and waiting for an agent. It was much faster to print a label myself. I kept asking why I had to call when previously I did not, and the agents didn't know-they apologized for the technical problem until finally, I had it escalated. Then, I got message from a customer service person saying that my right to self-serve would not be reinstated due to the number of returns. I was never given an explanation prior to that, so I thought it was pretty rude. I closed my account. phoebe on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges/page/2#post-2342355 Mon, 23 Oct 2023 17:09:35 +0000 phoebe 2342355@https://youlookfab.com/welookfab/ "Excessive returns" could be buying and returning much more than you keep or maybe even the degree of inconvenience. The only person I know who has been banned from Amazon returned a tv three times but there may have been a previous history issue as well. I imagine an algorithm has been developed to calculate how profitable an online consumer is. It doesn't bother me, I try to be as discerning as possible when making purchases and consider reduced returns beneficial to all. There are so many places to shop I would be unfazed should I be shut down. Greenjeans on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges/page/2#post-2342334 Mon, 23 Oct 2023 14:16:00 +0000 Greenjeans 2342334@https://youlookfab.com/welookfab/ What are "excessive returns?" Anonymous on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2342312 Sun, 22 Oct 2023 23:22:59 +0000 Anonymous 2342312@https://youlookfab.com/welookfab/ Now that we are mostly hooked on online shopping, I think our days of free and easy returns are over. I’m just waiting for Nordstrom to change their free shipping and returns policy. I feel it is coming, sooner rather than later. ☹️ kkards on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2342307 Sun, 22 Oct 2023 19:39:33 +0000 kkards 2342307@https://youlookfab.com/welookfab/ Just as fyi, but Amazon has owned Zappos since 2009.  Ie it’s been 14 years.   just to put it in perspective, it’s been an Amazon company longer than it was an independently owned one. Let’s be honest the nature of on line shopping has changed a lot since 1999 when Zappos was launched, and even since 2009 since it was bought by Amazon.    phoebe on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2342306 Sun, 22 Oct 2023 19:19:53 +0000 phoebe 2342306@https://youlookfab.com/welookfab/ No issues with Zappos return policies but Amazon's acquisition of the company may be a factor. Excessive returns to Amazon can result in the issuance of a warning and then, if unheeded, suspension of the account, no recourse possible. nlkt on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2342301 Sun, 22 Oct 2023 15:55:06 +0000 nlkt 2342301@https://youlookfab.com/welookfab/ Just came here to share that I have had the same experience. After asking several customer service reps what was going on, I finally got one that was very helpful. She told me they are flagging certain accounts to not allow online processing of returns. There is no way to appeal or change this once your account has been flagged. I have been a Zappos customer for decades but told them I was done with them. I don't know anyone who can order just one size of something and know that it will fit or they will like it. I complained to customer service and am thinking that if enough people complain, maybe they will consider changing this new unfriendly approach. Even Amazon lets you process returns online without calling. Mary Beth (formerly LBD) on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2338181 Sun, 10 Sep 2023 14:27:54 +0000 Mary Beth (formerly LBD) 2338181@https://youlookfab.com/welookfab/ Wow.  I've shopped Zappos once, in 2008, for my high school reunion, and they were really great.  Then they sort of dropped off my radar, mainly because there are so many other closer or less expensive places to buy shoes, both online and B&M.   But this thread tells me all I need to know for 2023.    If ordering a pair of shoes and returning them when they don't fit or don't match the description is being discouraged and 'punished', why would I ever shop there? Column on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337980 Fri, 08 Sep 2023 10:31:00 +0000 Column 2337980@https://youlookfab.com/welookfab/ OMG: Online companies punishing “bad” consumers who don’t spend wastefully!! Yes, move on! It’s them, not you! rachylou on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337974 Fri, 08 Sep 2023 06:38:16 +0000 rachylou 2337974@https://youlookfab.com/welookfab/ Wait, but Amazon has the whole try-before-you-buy thing… how can that work? Ginger on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337894 Wed, 06 Sep 2023 20:22:56 +0000 Ginger 2337894@https://youlookfab.com/welookfab/ Amazon got some bad press several years ago for blackballing customers without notice or appeal. I haven't heard that they've changed that, but I for one have pretty much treated Zappos like I would Amazon. Buy carefully and try not to plan on returning too much. Though I must say the Amazon Prime Wardrobe deal is quite good. Firecracker (Sharan) on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337642 Tue, 05 Sep 2023 00:01:21 +0000 Firecracker (Sharan) 2337642@https://youlookfab.com/welookfab/ Thanks for the info. It's discouraging, for sure. And it sounds like probably a result of Amazon's ownership of them. catherine on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337639 Mon, 04 Sep 2023 23:15:09 +0000 catherine 2337639@https://youlookfab.com/welookfab/ Zappos was a lot better before they were acquired by Amazon. I started ordering shoes from them when they first opened and had only shoes. Fantastic service and almost an unlimited selection. Never any sales or discounts, just free shipping and returns. It’s too bad they’ve moved so far from their roots. RobinF on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337631 Mon, 04 Sep 2023 22:08:36 +0000 RobinF 2337631@https://youlookfab.com/welookfab/ That’s very frustrating! They force us to order online and then penalize us because of returns! I am very hard to fit in clothes but fairly easy in shoes and still have many times they don’t work for one reason or another. It’s a bit ridiculous to expect few returns. Janet on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337583 Mon, 04 Sep 2023 13:56:48 +0000 Janet 2337583@https://youlookfab.com/welookfab/ Wow, that really sucks. Zappos has been so good to me over the years, customer service wise. I just bought two new pairs of on-sale pajama shorts to refresh my sleepwear capsule, and because I knew the brand well, no returns were necessary. When I try shoes from them, I usually end up ordering a few options — say, 2-4 — and end up keeping one, if any. I maybe do this once or twice a year. I do the same with Nordstrom because there is no longer a brick-and-mortar store within a half hour of me. Returns all get made at the nearby Rack. It just seems to me that this is the reality wrought by the rise of online shopping and the slow death of retail stores. Zappos has helped create their own problem. They need to take a better look at their customers’ algorithms to find the patterns that are truly egregious. Anonymous on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337577 Mon, 04 Sep 2023 13:26:14 +0000 Anonymous 2337577@https://youlookfab.com/welookfab/ My biggest reason for return is not getting the color right.  This is especially true of reds.  They look different on my monitor than in real life.  Exchanges will not work.   No Zappos for me.  Zaeobi on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337567 Mon, 04 Sep 2023 12:13:52 +0000 Zaeobi 2337567@https://youlookfab.com/welookfab/ Agree with @Sal - I can't stand it when retailers will list product images without a model so you have to guess at size/ scale, OR they have the model pose so ridiculously that you can't make out the details anyway. Not to mention only taking photos of the full range of positions in one colour (usually black) so the same thing still happens. Don't get me started on vague product descriptions & only including a generic size chart with no garment measurements lol. Not saying that Zappos is like this (I can't order from them out here to know either way), but it reminds me of the same arguments being made about recycling and clothes waste - instead of using less plastic in their packaging, companies/ adverts find ways to pass the costs (& blame) onto us! Greenjeans on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337508 Mon, 04 Sep 2023 00:44:42 +0000 Greenjeans 2337508@https://youlookfab.com/welookfab/ Sort of a side thought. But I've wondered if the proliferation of jersey fabrics and elastic waist pants in online shops is about reducing returns.  I'm with Grescale. We're just doing our best!  Jaime on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337413 Sun, 03 Sep 2023 01:07:09 +0000 Jaime 2337413@https://youlookfab.com/welookfab/ I am with Sal here. I know it is impossible to buy clothing, and certainly shoes, without trying them on. On the other hand, the idea of completely limitless returns creates a lot of waste. It sounds like Zappos needs to do a lot better on their flagging algorithm. cat2 on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337407 Sat, 02 Sep 2023 22:07:46 +0000 cat2 2337407@https://youlookfab.com/welookfab/ I now have a list of 11 shoe brands that fit me, and buy almost exclusively from those brands, so I now have low returns. But it was compiled in a rolling process where I also found 27 brands that didn’t. If you had taken a snapshot early in that process my returns would have been really high. But it wouldn’t have meant I was a bad customer. Sal on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337402 Sat, 02 Sep 2023 20:24:52 +0000 Sal 2337402@https://youlookfab.com/welookfab/ I think there is a middle ground between ordering only things that you will keep (unrealistic due to sizing, quality etc) and being able to order unlimited pieces and return as you like when you like. If a retailer is losing money they need to look at why and how to improve this. Maybe better information online or photos or return windows etc. I think making returns difficult is not the right strategy - it should be making shopping decisions easier. In this case it sounds like zappos want you to buy it all and keep it all. Well of course they do I guess! Greyscale on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337399 Sat, 02 Sep 2023 19:29:39 +0000 Greyscale 2337399@https://youlookfab.com/welookfab/ This is so frustrating. Zappos only did so well, back in the early days of online shopping, because they solved the problem of buying sight unseen — by removing any barriers or stigma to returns! I would much rather shop in person and get the right size to begin with, but even my local Nordstrom just closed. The articles about the burden of returns drive me nuts. It makes it sound like it’s our fault. In person shopping solves this but it’s rarely an option these days, so we’re just doing our best! And I almost always need to try two sizes of shoes or clothes in person… why would it be any different online? Aquamarine on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337377 Sat, 02 Sep 2023 11:09:07 +0000 Aquamarine 2337377@https://youlookfab.com/welookfab/ I haven’t experienced it yet, with any retailer, and the last few years I’ve shopped online only. Liberal return policies is one reason I’ve embraced online shopping. If it were to happen to me, I would rethink how and where I shop for sure. Carol on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337359 Sat, 02 Sep 2023 01:47:52 +0000 Carol 2337359@https://youlookfab.com/welookfab/ I don't do a lot of returns, but if I were in charge of returns, I'd look at how much of a customer someone was. If they bought regularly, but returned 3/4, well, you'd still sell something. The only reason I see to flag someone is if you just ultimately lose money in the end. Maybe that happens, I don't know.   Anne on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337342 Fri, 01 Sep 2023 22:24:11 +0000 Anne 2337342@https://youlookfab.com/welookfab/ Thank you, all, for your replies and for pointing me to the Atlantic article about returns. I've learned a lot today!  I sincerely don't think I'm the type of customer they need protection from, but oh well! Angie on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337339 Fri, 01 Sep 2023 21:59:03 +0000 Angie 2337339@https://youlookfab.com/welookfab/ This happened to a friend of mine who returned a very large quantity of shoes over the course of a year from Zappos. I don't think she purchased one pair. Zappos red flagged my friend, and it was all a bit unpleasant :(  cat2 on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337326 Fri, 01 Sep 2023 18:22:02 +0000 cat2 2337326@https://youlookfab.com/welookfab/ Amazon was always sort of hands off, letting Zappo’s continue to deliver good customer service despite the acquisition. I suspect they may have gotten more hands on and, like they did with Whole Foods, will now crush the life out of the great customer experience. Eliza on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337321 Fri, 01 Sep 2023 17:22:11 +0000 Eliza 2337321@https://youlookfab.com/welookfab/ Who can buy shoes without trying them on? Aren’t returns more likely with the most frequent shoppers, the ‘best’ customers? Disheartening. Zappos has provided me with the most generous customer service policy of any retailer. Five years ago, I called to check on the status of an order scheduled for delivery the day I phoned @to report that the tracking showed it as ‘called back’ by merchant. Zappos’ associate had accidentally done that while addressing an issue with another order. Big apologies, they would re-send the items to arrive in 2 days and I would not be charged for the entire order- $160. I didn’t mind the delay and made no request for any consideration. Truly created loyalty. I understand moving on and realize the cost of returns to retailers. On-line shopping brings much convenience and opportunity. Shoes are extra tricky to fit. Retailers can’t have it both ways. The Love Link from yesterday described how some percentage of consumers push the limits with returns. The rest of us pay the price. Sorry for the aggravation. Sal on "Zappos limiting self-service returns and exchanges" https://youlookfab.com/welookfab/topic/zappos-limiting-self-service-returns-and-exchanges#post-2337314 Fri, 01 Sep 2023 16:46:25 +0000 Sal 2337314@https://youlookfab.com/welookfab/ There was an interesting article in link love re this issue- returns and how companies are managing them. worth a read as it was very informative.