Zappos limiting self-service returns and exchanges

Anne

For a few months now, every time I try to initiate a Zappos return I get an error message and have to contact customer service directly. Admittedly, I return 75% of the things I order, generally within days of receiving them, usually because of sizing, quality ... normal, legitimate issues.

Today I finally asked the customer service rep if there was an issue with the returns process and they told me that because of my return history, Zappos has limited my ability to initiate self-service returns and exchanges and I have to contact customer service going forward. In fact, before they would generate the paperwork for me, they asked if I would consider an exchange instead of a return.

I'm a little floored, but also ... there are so many other online options out there that I'm happy to move on from Zappos.

Has anyone else experienced this?

8 months ago

Shopping

33 replies

Latest reply was from Kate

Chris987

Veteran

Yes. I've experienced EXACTLY that in the last few weeks. My returns are also for legitimate reasons like the ones you stated. Just today I called to return an item and when asked if I wanted to exchange I said I had already tried to do that but they were sold out of the second size I wanted to try. (I had already ordered the second size from a different vendor but didn't tell them that). The customer service reps are very pleasant, but too chatty, and the returns get done but it takes what feels like 10 times longer between placing the call, going through the menu, waiting on hold, stating your information etc ... and of course they tell me that I'm a VIP customer and will get credited for the return immediately once the QR code they sent me is scanned by UPS. I felt like saying something very sarcastic about their definition of how to treat a "VIP"..., but didn't. I too asked what was going on and was told it was happening because of too many returns. I too am going to move on from Zappos.

8 months ago

Anne

Active Member

Oh, wow! You described my experience exactly. I, too, am a VIP customer. I would imagine online retailers experience a higher percentage of returns because customers can't try before they buy. Why they're passing this on as an inconvenience to customers is unfortunate.

8 months ago

Roberta

Veteran

I worry about this happening to me at Nordstrom. I always return things in person; perhaps this makes a difference.

But how else are we to know if an item works or not? If Zappos had actual stores, I could understand it, but the whole point of them was easy orders and easier returns. I still have to go to UPS, don't I?

I still remember my very first Zappos order - five pairs of orange sandals, and I kept one pair.

8 months ago

Sal

Veteran

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.

8 months ago

Eliza

Veteran

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.

8 months ago

cat2

Veteran

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.

8 months ago

Angie

(website)

Fashion Stylist

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

8 months ago

Anne

Active Member

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!

8 months ago

Carol

(website)

Veteran

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.

8 months ago

Aquamarine

Veteran

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.

8 months ago

Greyscale

Veteran

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?

8 months ago

Sal

Veteran

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!

8 months ago

cat2

Veteran

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.

8 months ago

Jaime

(website)

Veteran

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.

8 months ago

Greenjeans

Veteran

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!

8 months ago

Zaeobi

(website)

Veteran

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!

8 months ago

Joy

Veteran

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.

8 months ago

Janet

(website)

Veteran

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.

8 months ago

RobinF

Veteran

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.

8 months ago

catherine

Veteran

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.

8 months ago

Firecracker (Sharan)

Veteran

Thanks for the info. It's discouraging, for sure. And it sounds like probably a result of Amazon's ownership of them.

8 months ago

Ginger

Veteran

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.

7 months ago

rachylou

Veteran

Wait, but Amazon has the whole try-before-you-buy thing… how can that work?

7 months ago

Column

Veteran

OMG: Online companies punishing “bad” consumers who don’t spend wastefully!! Yes, move on! It’s them, not you!

7 months ago

Mary Beth (formerly LBD)

(website)

Veteran

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?

7 months ago

nlkt

Member

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.

6 months ago

phoebe

Active Member

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.

6 months ago

kkards

Veteran

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.

6 months ago

Allora

Active Member

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. ☹️

6 months ago

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