They've all been said before, but I have to agree with Zappos, Nordie's and Amazon Prime. I will throw in 6pm for good measure, too, since they are a part of Zappos, and they will bend over backwards to help you if anything isn't proper with your order, including sending you a prepaid shipping label to send it back. So you do have to pay shipping if you just changed your mind or didn't like things, but they will cover it if anything was off in the description or if there is anything wrong with the merchandise.

Gap/BR/Piperlime is on my worst-of list. Codes not working, s-l-o-w shipping, gift card usage such a hassle (waving at Mo) that I don't bother cashing in my CC points that way anymore.

This may be off topic, but I'll add Shoprunner.com as another that I felt was worth it. Similar to Amazon Prime, but good for a variety of retailers. Between them and Amazon, I got super spoiled re: shipping times.

Cocolion, did you speak to an eBay rep or just go through the online? Sometimes even eBay makes mistakes. A friend had a ruling she felt was unfair, called the help number, and viola, verdict in her favor. You can also go through your credit card company in a pinch. My experience with eBay has typically been very positive, but like Mo I am super caveat emptor.

Thumbs up for all my retailers this year. Big ups for Yoox who has dramatically improved their return experience!

Thumbs down for the magazines I can't seem to cancel.

Thumbs down for every retailer who sold my address so I get tons of catalogs I will never use. Thanks for killing trees, jerks. I'm on a no-catalog list, I even called every single one of you catalog people one year and told you to erase my address. No go. So frustrating.

My faves are Nordstrom (price adjustments whenever you notice), amazon (free shipping AND returns) - I share prime with a "relative" and it's really useful to have. I also recommend Shoprunner for many other stores (Lord & Taylor, Tommy, Brooks Brothers etc.) Another favorite is Boden whose customer service rivals Nordstrom for amazing - I reported a pair of boots that had a minor flaw and they shipped replacements to me next day no charge with a free return label for the first pair. H&M because it's so much easier than shopping in store for what I want (although the prices change more than 6pm.com)
Not so much faves: Zulilly (take too long to ship and prices are generally matched on amazon for most things without the shipping cost), Ann Taylor (antiquated system requires the card to refund or you get a gift card that is only good in store and they track if you return anything.

My favorites: Zappos and Nordstrom. I like Amazon prime for everything but clothing as returns are not always free, and I will not purchase clothing unless returns are free. I've also had good experiences with Zara. JCP, J.Crew, and Gap/Old Navy/BR are all good because I live close to their stores so returns are easy.

Those that I don't care for: Shoe Buy (slow shipping), and Target (I've had items arrive broken on more than one occasion).

From an American living abroad perspective, ebay is my friend. I have had some disappointments but overall ebay allows me to get lots of stuff directly to my address that I would otherwise have to pay lots more for if I could get at all.
Shopbop, although I have only made two purchase from you ever, you have my heart for amazing customer service.
Zara doesn't have online shopping here but I have quite a few close by, and it is my favorite retail store and I love their end of season sales.
When I visit home, Amazon Prime (they always seem to offer me a free month's trial as soon as I land) and Nordstrom are my playgrounds!

I had the most surprising experience with Amazon Prime. I guess I started to think of them like Zappos and Nordstrom, you know, free shipping and returns and generous windows and superior customer service. I ordered 3 pairs of tall boots, hoping one would be a keeper. Free shipping, pretty fast. But none of the boots worked out. And when I went to print the return labels, I got an odd, fill-in-the-blank address form. No prepaid return shipping! Despite my prime, and items that were sold as Prime eligible and sent free. It cost me $75 to ship those darn boots back via UPS. And I live in San Francisco! No border crossings, no customs. I emailed customer service -- ever tried that? Hard to get to a window that makes sense. They promise a response in 12 hours. It went 4 days. Emailed again, nothing yet after 2 days. I will never do business with Amazon again.

You have to be careful with Amazon because, as you learned, not everything has free returns. That's the reason I haven't bought many clothes from them. (just everything else!).

In general, I only buy clothing from Amazon that is labeled "free shipping and returns". I find a pretty wide selection of clothing/footwear under this category, so I've been quite happy with Amazon.

Without a doubt my best etail experiences have been with:
Pretty Green - quick response to a sizing question, speedy delivery with a text message of the ETA and beautifully packaged to boot. http://www.prettygreen.com/
Atterley Road - great website, speedy delivery, returns label enclosed, quickly processed returns. http://www.atterleyroad.com/

I've generally had good experiences with basic ordering and returns (Nordstrom, J. Crew, BR/Athleta/etc.), though I'll second Diana about the annoyance of Anthropologie running out of stock of certain items by the time they get around to shipping. (They also have pretty high shipping costs.) On the positive side, they don't have a time limit on returns. Ann Taylor has a high minimum for free shipping and seems to be a bit slower than the others.

One retailer whose return polices *do* annoy me is Shoebuy. They'll pay for return shipping, but only for one package. Which wouldn't be a problem if they shipped everything together, but they have a habit of shipping in multiple packages, so I have to go out and buy boxes for returns (and shoes need *big* boxes). I have to try to remember in the future that if I'm ordering more than one pair of shoes from them, I should order them separately.

I just tried my first orders from Boden -- liked the products, didn't like the shipping time and delay for return/exchange processing. I ordered a jacket, had to exchange for a different size; they sent the wrong one; I had to send it back. Almost six weeks later and I still haven't seen the return acknowledgement for that one -- hm, I should probably try to track that package. But they nicely already sent a replacement for it because stock in my size was getting low (I love the fact that they show "low stock"). The replacement hasn't arrived yet and I can't track it because it's being sent from the UK, but I'm hoping that third time's the charm.

I too am an Amazon Prime fan but I generally don't order things from them that I might need to return.

ETA: Retailers who've been shipping in multiple packages: Anthropologie, Ann Taylor. Boden when they're coming from different countries. I can't remember, but I think Nordstrom *may* have split an order of mine once. I expect J. Crew will be splitting orders if they're now shipping from stores.

Nordstrom is amazing. I also have a Nordstrom Visa, which has the same amazing customer service. I don't shop online too many other places. Brooks brothers, OK, but not nordstrom. No free shipping snd returns! Talbots, the same. I sometimes order from Ralph Lauren and their service is good, too.

I use Amazon prime and only order if it says free shipping and returns. MOST of the time once you drop off your return at UPS they credit your account instead of waiting for the item to get back in the warehouse.

There was one time I ordered $500 worth of boots and they didn't credit my account until the items got back to the warehouse. To me that makes sense so I am always surprised when they process my return so quickly.

The Good: No one was particularly good to this Canuck this year. Maybe Ricki's. One of the workers gave me snarl when I went to return stuff though and suggested if I wanted to try on stuff I should go to the store. Uh... sure, if you're open at 3 am? Really annoyed. I now return to a different Ricki's, but they still give me nasty eye rolls.

The Bad: Kate Spade gave me a run around when they oversold, and "may" be able to locate a bag for me. I simply reordered on their website and SURPRISE the order went through. This just says inconsistent to me.

THE UGLY: Anthropologie switched their shipping method over the holidays from USPS to DHL without informing - and they split their shipments so instead of $20 of shipping + $15 or so customs from USPS, I got charged $20 shipping and $23-25 on EACH ADDITIONAL PACKAGE for brokerage. I refused THEM ALL and sent an angry message to Anthropologie's Facebook page.

Dorothy Perkins is dear to my heart and I love it. Returns to the UK simply are not worth my money. It costs more to return ship than anything costs. Into the donation bin.

Le Chateau delivered my package to the wrong address, had someone with a COMPLETELY different name sign for it, and then insisted that I had collected. Even their delivery company said that they made a mistake, but oh no, not Le Chateau (who must be perfect or something). *snarl*

On eBay: I got bait and switched x2 on eBay. I used buyer protection x2. Ugh; such a hassle. You americans are so lucky you can return ANYTHING at all, here, it's just like hammering your face into a glass window.

I almost forgot about Overstock. Years back I'd ordered boots and didn't like them. I sent them back to the address they came from. Well, apparently returns go to a different address. My mistake, but they did not credit me or offer help in any way. Surely someone at the warehouse opened the box, saw my order slip, etc. But they could not get the information to a dept that would credit me? Hard to believe. So I not only lost the $$ of the boots themselves, I had to eat the shipping both ways. ARgh.

Peri's Nordies story reminded me that for this year my worst online experience was Nordstrom. I had preordered a Kenzo sweatshirt in February that would ship in May. Everything was on track. Close to shipping date I even contacted them and they said everything was fine. Then they canceled the order. I will never preorder again.
Also I think some people expectations are a bit spoiled about unlimited free returns, and continuous forever price adjustments. Fashion is not a durable good, and is often changing.

My best - Nordstrom, Zappos, Peruvian Connection and Amazon.

Worst - Urban Outfitters, Anthropologie.

YOOX! great sales, great merch, great returns experience.

i live by amazon prime. from garbage disposals to korean bb cream. love love love, though i just returned something i will report back on this.

nordies, but honestly, i am starting to prefer shopping in the stores for items, especially designer sale items. i can't seem to find what i want on line. once i do though, the online experience is superb.

my saks.com experience last year around this time was actually quite pleasant. i forgot to put in a free shipping code which was resolved with a quick phone call. i did in store returns which was not pleasant. couldn't rouse the floor staff to direct me to customer service.

barneys.com has been a mixed bag. their chicago store experience is abysmal. shout out tho to the bev hills shoe dept. attentive service without attitude.

I have had pretty good luck all around. No bad experiences ordering from: Nordstrom, Zappos, Banana, Ann Taylor and Macy's.

Another thought - I wonder about the percentage of online shopping done vs. ratio of problems? For instance, 90%+ of my shopping is online. Overall, I've had good experiences. The ones that aren't so good stick out, but they are the exception, not the rule.

I agree with all the votes for Nordstrom's -- superior customer service, price adjustments, and selection keeps me loyal. I've also had excellent experiences with Zappos, and good experiences with Anthropologie, Garnet Hill, and J. Crew.

My thumbs down to Dillard's -- had a bad experience there, both with their inefficient return system and with very poor customer service. Never again!

I must also agree with the poster above -- the vast majority of my purchases/returns are online, and by and large, I've had good experiences. A lot of places have very good online business in place these days.