I've ordered from Zappos maybe 8-10 times, and kept most of them. When I did return items, they refunded my money promptly and courteously.
They even gave me a full refund on a pair of running shoes that I wore for 3-4 weeks when the inner lining wore through much too rapidly.
Reading complaints from other customers, it seems to me that most or all were trying to take unfair advantage of a generous return policy. I think it's entirely fair to fire bad customers.
Every good company I am aware of has experienced customer abuse.
I hope the company continues to offer good service and competitive prices. We need more companies like Zappos.
Product or Service Mentioned: Zappos Customer Care.
Reason of review: Good customer service.
I liked: Customer service.