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ZAPPOS.COM Complaint - Zappos.com customer service Slow response from customer service - using store credit
ZAPPOS.COM Complaint

ZAPPOS.COM Complaint

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Zappos.com customer service Slow response from customer service - using store credit


I have purchased several pair of shoes over the past year from Zappos and their service has been very good. However, about 4 months ago, I returned a pair of shoes and received a "store credit." So far, so good. Today I wanted to use that store credit to buy another pair of shoes. However, there is no clear way on their website in which to apply your existing credit. I can see the credit when I look at my profile, but when you go to check out, there is no option for "use existing store credit."

I had to do a bit of searching but was able to find a way to contact customer service via their website. I sent an e-mail requesting information on how to apply my credit to my next purchase. I got a quick canned response, merely confirming receipt of my e-mail, along with the promise of a further e-mail with an actual response.

I didn't realize it was quite so complicated a question. Seven hours later, no further response yet received. I am disappointed that 1) Zappos doesn't have a simple process by which you can apply any existing credit, similar to Amazon.com, which has quite a workable system in place; and 2) that my request has not yet been responded to fully. I'm sure it will be worked out, but I am also sure I'll think twice before ordering from Zappos again, merely because of the inconvenience.


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Comments


chazz says: (9 years ago)
 0
Long time Zappos customer
Wife and i love the store.
Store Credit process is EXTREMELY COMPLICATED!

I was having the same problem as above. The lady from Zappos above told us where to put the code in but not where to find the code.

The store credit process is so complicated that its not worth getting a store credit. The code should be readily available under "my accounts". Instead they say it is sent my email. I never got an email with a credit code. I am sure they do it for security reasons but seriously - I am logging into MY account with MY password. They have all other info about me on there why not the stupid store credit code.

So the process is - you get an email with the credit code. Credit code IS NOT listed within my account (which would make our lives so much easier). If you do not have the email with the credit code then you have to call customer care (which beats doing business on-line). So the problem was resolved after 35 minutes; 25 min on hold and 10 minutes to get the matter resolved. I could have done it in less than 5 minutes if correct info was listed where it is supposed to be listed. PUT THE CREDIT CODE IN "MY ACCOUNT"

Bottom line - I am beginning to see how the perfect online store is starting to show cracks. It may have to do with someone buying Zappos recently?



chazz says: (9 years ago)
 0
Long time Zappos customer
Wife and i love the store.
Store Credit process is EXTREMELY COMPLICATED!

I was having the same problem as above. The lady from Zappos above told us where to put the code in but not where to find the code.

The store credit process is so complicated that its not worth getting a store credit. The code should be readily available under "my accounts". Instead they say it is sent my email. I never got an email with a credit code. I am sure they do it for security reasons but seriously - I am logging into MY account with MY password. They have all other info about me on there why not the stupid store credit code.

So the process is - you get an email with the credit code. Credit code IS NOT listed within my account (which would make our lives so much easier). If you do not have the email with the credit code then you have to call customer care (which beats doing business on-line). So the problem was resolved after 35 minutes; 25 min on hold and 10 minutes to get the matter resolved. I could have done it in less than 5 minutes if correct info was listed where it is supposed to be listed. PUT THE CREDIT CODE IN "MY ACCOUNT"

Bottom line - I am beginning to see how the perfect online store is starting to show cracks. It may have to do with someone buying Zappos recently?



ZappoStephanie says: (9 years ago)
 0
We apologize for the delay in our response. Your post was recently brought to our attention and we wanted to let you know that we appreciate your feedback. I know that it can be quite difficult to find the store credit field and I will make sure that our Development Team reads your comments. We can always be better! I am very sorry that we did not respond to your email in a more timely manner. We are here for you 24 hours a day over the phone if you need immediate assistance. I know that our response is 6 months late, but I want to ensure that you can use your store credit. There is a link below your shopping cart that reads "Gift Certificates, Coupons or Store Credit." Once you have clicked this link, it will expand a field that will allow you to enter your store credit code. After the code is submitted it will subtract the available store credit amount from your subtotal. If you need any further assistance, please do not hesitate to contact us anytime 24 hours a day by phone, email or Live Chat.
Stephanie C.
Zappos.com
Customer Loyalty Team




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