Customer service – You’ve been Zappos’d

When I first ordered from Zappos.com and they screwed up with the packaging, craming a $200+ dollar jacket in a shoe box, so much so I had to have it professionally steamed to get the creases out, I was prepared to forgive them. After another order they put me on their VIP list, free shipping both ways[read shipping included in the price, since they are anything but cheap.] Zappos is an Amazon.com business.

My 3rd order was for some shoes, I ordered a 12, they shipped an 8. I returned them free, instead of a refund, I got a credit note. I’d have happily accepted the right size, but they didn’t have them. I did do at least one more order, but have backed off recently.

Then late last week I got an email telling me they’d been hacked, some of my data and my password had been compromised, they’d reset my password and I should logon and change it. So I tried. Their system responded “”We are so sorry, we are currently not accepting international traffic. If you have any questions please email us at help@zappos.com”.

Here is my summary email sent back to them today. What’s clear is that their customer service, average under normal circumstances, is less than what I’d expect, VIP or not.

“No wonder you got hacked. Let recap, please read carefully…

1. You got hacked
2. You write to me telling me to change my password
3. Your system won’t let me change my password because I’m overseas attending my father’s funeral.
4. I ask you to remove my account and ALL my data
5. You write back telling me to change my password
6. I write back telling you that wasn’t what I asked, and to delete my account and remove all my data
7. You write back telling me to deactivate my own account
8. I can’t. See #3
9. I write this email back pointing out how useless you are.”

2 Responses to “Customer service – You’ve been Zappos’d”


  1. 1 pam christina January 18, 2012 at 4:47 pm

    hi mark i don’t have a problemwith them…have always have great service from zappos for many years. must be you ;-)


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About & Contact

I'm Mark Cathcart, Senior Distinguished Engineer, in Dells Software Group. I was formerly Director of Systems Engineering in the Enterprise Solutions Group at Dell, and an IBM Distinguished Engineer and member of the IBM Academy of Technology. I'm an information technology optimist.

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