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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