I have shopped at Zappos for many years, buying dozens of pairs of shoes from them, and referring all my friends to their website. Their excellent customer service is what kept me coming back above all else. Recently, however, I had a problem with the quality of an expensive pair of shoes, and the customer service representative was just plain rude to me on the phone. I asked him to tell me what Zappos was willing to do in response to the problem.instead of responding, he asked that I suggest a resolution to the issue, which I did. He then told me my proposed resolution was not acceptable to the company! Why did he even ask then? I have canceled my account, and am now shopping other places for shoes. I am very, very disappointed with the situation, given my years of positive experiences. Zappos obviously needs to remind their customer service representatives that the way Zappos got a good reputation is because of the tradition of treating customers with respect.
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