I wanted to share with you a recent Zappos experience of mine. Recently, I ordered a pair of pumps from Zappos.
When the items arrived (the pink and brown striped box) I was shocked to see that they looked like they had already been worn. When I called Zappos to complain, the woman was extremely apologetic and helpful and indicated that the shoes had already been returned several times but had somehow still been shipped out yet again to me! She credited my purchase and offered me a $50.00 Zappos credit. Since I have an upcoming event, I immediately went online and found a different (yet similar) pair of black suede pumps and used the credit to place my order.
When the seconded pair arrived, I was even more astounded that they also appeared to be worn. Both boxes arrived torn and tattered inside the Zappos box and each pair had a definite appearance of being previously worn.
I have ordered from Zappos for years very happily, but I am not sure what is going on with them now and if they are perhaps now re-selling used / returned items to unsuspecting customers. Just wanted to put that out there - so buyer beware!