Zappos Complaint

Zappos Customer Service Falters - customer service

Reviewed by brandow
Complaint

-1

I called Zappos to experience their legendary customer service. I asked what was the process for buying a suit. The rep began reciting the Zappos return policy to me. Since, ordinarily, suits are all about fit, form and tailoring, I asked if Zappos had relationships with or recommendations for tailors. The rep said, "If the suit doesn't fit you, our return policy is blah blah blah. I did not call to hear their return policy. I called to hear their process for buying a suit. The rep told me she was transferring me to someone else who could better explain Zappos return policy. Again, no interest in that, so I ended the call. Bottom line: customer service does not listen.

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Dylan says: (9 months ago)

Hello, I'm not sure how long this complaint has been up. I'm so sorry for your experience. As a Zappos employee, I know that this is not indicative of our normal service. Our representative should have advised you that we cannot recommend alterations for a product as this would make the item ineligible for return if you decided against keeping the product. Of course, this is your decision and as long as you're aware of this, we would be happy to attempt finding some tailors or alteration specialists in your area. It may also help you to know that we can ask our warehouse to pull specific items upon your request to verify measurments for sleeve length, cuff circumference, chest circumference, etc. Anything really that would help you in your decision. This may be an outdated response, but I hope it helps you. Please feel free to call us at any time at 1-866-927-7672 (our Couture line) where we can best assist you with warehouse measurement requests. Thank you and have a great day!

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DetailsReview Rating: 1 out of 5
Reviewed By: brandow
Company: Zappos
Product: customer service
Date Added: 1 year ago

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Zappos Complaint