There’s nothing like a story with a happy ending to warm you up on a cold day… although, a fleece blanket might do the trick, too: a Zappos customer in South Carolina found a welcome, cozy surprise when a wrong order had to be returned, after she shared the troubles many in her community were facing amidst the recent flooding. [More]
Earlier this year, online shoe retailer Zappos unveiled a new management system that banished managers and job titles. While some employees might embrace a culture without a boss, more than 200 Zappos staffers decided to take a severance deal rather than continue working under the new boss-free model. [More]
Zappos is famous for its attentive customer service, but how would that translate to real life? Customers will have the opportunity to find out from this weekend until December 31, as Zappos opens a 20,000 square foot holiday pop-up store in downtown Las Vegas. Since it’s Vegas, the store will be open 24/7 the whole time (except for Thanksgiving and Christmas) and offer an integrated retail and online shopping experience, especially to customers who download the app before they shop. [More]
Currently, shipping companies like FedEx and UPS only take a package’s size into account when it passes certain dimensional thresholds, but it looks like FedEx will soon start using package size and weight to determine shipping rates for all packages. [More]
Still working on your Christmas shopping? If you’re going online to buy those gifts, you need to be aware of the sites’ wildly varying cutoff dates for placing orders in time to get them under the tree on the big day. [More]
Many front-line customer service reps are judged on how quickly they can get a customer off the phone, a metric we’ve repeatedly pointed out leads to consumers’ issues going unresolved. But the folks at Zappos.com apparently aren’t as clock-minded, with one record-setting call crossing the nine-hour mark. [More]
Many bricks-and-mortar retailers claim Amazon has an unfair advantage because it is not — in most states — yet required to collect sales tax on purchases, or that Amazon can offer huge discounts because it doesn’t have the overhead associated with running a retail store. But a new survey shows that people might just like Amazon more than other retailers. [More]
One of the reasons a growing number of people choose to shop online is that they never have to worry about getting to the store during business hours, or being rushed to get out of the store when it’s near closing time. But even though almost every e-tailer is open for business 24/7, very few online stores offer around-the-clock customer support.
If you’ve ever written an e-mail to a retailer and either never received a reply or received one that did not adequately answer your question, you’re not alone. In fact, according to a new survey, retailers only provided complete responses to customers’ e-mails 54% of the time.
It wastes resources, money, and shipping companies’ resources. It generates extra trash and annoys customers. What is it? Companies’ insistence on employing members of the Stupid Shipping Gang to send packages!
Late Sunday night, several readers wrote in to say they had received an e-mail from the shoe-selling folks at Zappos.com letting them know that their personal information, including part of their credit card number, may have been compromised by hackers.
We are now three days into the official Holiday Returns & Exchanges Season, and while those shoppers who paid a little more — and put on pants — to go shopping at bricks-and-mortar stores, it’s usually just a matter of waiting in line to get your refund. But for gift-givers who did their buying online this year, that wait for a refund could be anywhere from a few days to several weeks.
Today is Free Shipping Day, which is pretty self-explanatory, but free shipping doesn’t mean good shipping. That’s why the folks at STELLAservice wanted to know which of the top 25 online retailers were able to get you your order in a timely manner.
If you’re traveling in Massachusetts today on a certain part of the turnpike, you’ll have one less toll to pay. Online shoe and clothing retailer Zappos has teamed up with the state’s Department of Transportation to pay tolls on a section of road from 5-7 p.m. today.
Though he initially only chose them for being the cheapest, Zappos has won a customer for life out of reader Jay because they saved his butt, or rather, feet. He’s the best man in a wedding this Saturday and thanks to UPS routing his package to the wrong place, he wasn’t going to have the shoes he ordered in time for the big day. Then a call to Zappos got his problem solved in a way that far surpassed his expectations.
Here’s a handy to the shipping rates and free shipping info for over 50 top online retailers. From Amazon to Zappos, they’ve got it all so you don’t have to go digging through the site or go through the entire checkout process just to see what you’ll get charged. Consider it a candidate for your bookmarks list.
Sorry canucks, your shoe options just shrunk a little bit. Starting April 1st, Zappos is no longer going to ship to Canada.
For every frustrating, demoralizing, infuriating customer service phone call we’ve ever had to suffer through, it’s nice to be reminded that there are individuals out there actually trying to be of service to customers — and beyond. A reader alerted us to just such a tale about a Zappos rep going that extra bit to help.