6pm.com Pricing Mistake


Hey everyone – As many of you may know (and I’m sure a lot of you do not), 6pm.com is our sister site.  6pm.com is where brandaholics go for their guilt free daily fix of the brands they crave.  Every day, the site highlights discounts on products ranging up to 70% off.  Well, this morning, we made a big mistake in our pricing engine that capped everything on the site at $49.95.  The mistake started at midnight and went until around 6:00am pst.  When we figured out the mistake was happening, we had to shut down the site for a bit until we got the pricing problem fixed. 

While we’re sure this was a great deal for customers, it was inadvertent, and we took a big loss (over $1.6 million - ouch) selling so many items so far under cost.  However, it was our mistake.  We will be honoring all purchases that took place on 6pm.com during our mess up.  We apologize to anyone that was confused and/or frustrated during out little hiccup and thank you all for being such great customers.  We hope you continue to Shop. Save. Smile. at 6pm.com


Aaron Magness

Director of Brand Marketing & Business Development

Zappos Development, Inc.

Twitter: @macknuttie

Update: Upon further investigation and clarification with our merchandising team, I realized that the statement about "capping everything on the site at $49.95" was not 100% accurate. There are some items that are sold on both 6pm.com and Zappos.com, and those items were not affected by the pricing mistake. The pricing mistake applied to items sold on 6pm.com but not Zappos.com (the vast majority of inventory available on 6pm.com). The actual dollar figure of our loss is accurate - over $1.6 million. Let's just say this was not a boring weekend for us.

Update 2: We've received a number of inquiries asking for more details as to what happened, so here are more details from Tony Hsieh (CEO, Zappos.com, Inc.):

We have a pricing engine that runs and sets prices according to the rules it is given by business owners. Unfortunately, the way to input new rules into the current version of our pricing engine requires near-programmer skills to manipulate, and a few symbols were missed in the coding of a new rule, which resulted in items that were sold exclusively on 6pm.com to have a maximum price of $49.95. (Items that are sold on both 6pm.com and Zappos.com were not affected.)

We already had planned on improving our internal pricing engine so that it will have a much easier-to-use interface for our business owners. We are also planning on adding additional checks and balances to hopefully prevent this type of thing from happening again.

To those of you asking if anybody was fired, the answer is no, nobody was fired - this was a learning experience for all of us. Even though our terms and conditions state that we do not need to fulfill orders that are placed due to pricing mistakes, and even though this mistake cost us over

$1.6 million, we felt that the right thing to do for our customers was to eat the loss and fulfill all the orders that had been placed before we discovered the problem.

PS: To put an end to any further speculation about my tweet (

http://twitter.com/zappos/status/14576863056 ), I will also confirm that I did not, in fact, eat any ice cream on Sunday night.

Tony Hsieh

Follow me on Twitter: http://twitter.com/zappos My new book: http://deliveringhappinessbook.com


473744456's picture
May 23, 2010 at 8:44 pm StefanieS9281 said:

After reading about the extraordinary customer service of zappos.com in Jeanne Bliss' book "I Love You More Than My Dog", I'm not surprised at the honorable response to this mishap. More companies should stand out as much!

473382302's picture
May 23, 2010 at 9:15 pm JamesT9288 said:

Yet again Zappos you take the higher road, and this is why I purchase from you. If there's a mistake you fix it and you don't charge the client for it.

If only we had more services/websites/vendors like this in our world (ARE YOU READING THIS AIRLINES!).

You show integrity with everything you do and you put the customers first... and we love you for it.

466960471's picture
May 23, 2010 at 10:24 pm JessicaB12njoy said:

I love Zappos because I love FREE shipping both ways. 6pm.com in my eyes you are still an awkward step sister.

43762944's picture
May 24, 2010 at 2:38 am BrendaT9328 said:

i 'didn't' know that 6pm was my favorite shoe site's 'sister'; but i did just order my son's boots from 6pm because they had EXACTLY what he was looking for....although i had to pay $15.00 for 2 day shipping. I love Zappos for their free shipping both ways and the VIP shipping upgrade they give me with every order!!!!

473751609's picture
May 24, 2010 at 2:22 pm BenP9363 said:

August of last year, Best Buy did the same thing, and then refused to honor the sales, canceling everyone's orders. I'm glad to see you have the integrity to honor them, even though you probably don't have to.

I'd never heard of your site before today, but I'll definitely be doing some looking around now. I like doing business with companies that honor their customers, even when it costs them.

472209599's picture
May 24, 2010 at 5:26 pm 172pilot said:

I'm glad someone brought up the Best Buy example for "compare and contrast"... Zappos - Second to none... Best Buy, Worse than EVERYONE on customer care..

Zappos - You probably earned enough good press over this to recoup the 1.6m by saying it was "advertising expense" and I'm just another very thankful customer!!!

Keep it up - Dont let Amazon change you one bit!!


466960471's picture
May 24, 2010 at 7:12 pm JessicaB12njoy said:

Ben and pilot I totally agree. Best Buy is so arrogant they act like no ones ever gone broke selling TVs and computers. Zappos, thank you for your Core Values!

465365638's picture
May 24, 2010 at 10:18 pm hutbay said:

Forget Best Buy, dell has the worst pricing engine, I have had so many of my orders canceled I don't bother spending my money with them. Bravo Zappos...you also were right to brag about it and get the publicity worth more than the $1.6M :--)

470898280's picture
May 25, 2010 at 3:55 pm Prussakov said:

Excellent handling of the uneasy situation, Aaron. Just posted my thoughts about it at http://bit.ly/cbEsBU

473798640's picture
May 29, 2010 at 4:07 am GrantO9749 said:

Holy bleep. Zappos, I have never bought anything from you before, but after reading this, I promise to buy all future shoes from you *purely because* I am jaw-droppingly stunned with this level of customer service. I cannot even begin to fathom ANY other company doing this. Amazon wouldn't do this, that's for sure. You are literally the best company (and I mean literally!) for doing this, and for not firing anyone too! I'm telling lots of friends about this, as well as my family and shopaholic sister. This sort of behaviour should not go unrewarded.

473858204's picture
Jun 4, 2010 at 10:42 am HuntingBigfoot said:

I am in awe. It reminds me of my favorite business book, The Radical Leap. When I read it I actually cried and thought to myself how amazing would it be to find, and work with people of that caliber and depth.

Heres to hoping I will be very soon! I really don't know what to say about how you chose to handle this learning experience other than WOW! Talk about grace under pressure.

Oh and one last thing, please hire me! hehehe

474595781's picture
Aug 16, 2010 at 7:39 am jhonyc15311 said:

I am very pleased with the thought and don’t feel like adding anything in it. It a perfect answer. ______________________________ Software Companies

475499083's picture
Oct 27, 2010 at 6:17 am thomaswilliam said:

Cash For Your Gold

475703116's picture
Nov 12, 2010 at 7:05 am evic23652 said:

wonderful.thank you for your good service.http://www.bootssale.ca/

465233238's picture
Nov 24, 2010 at 6:25 pm KathyB25575 said:

Zappos....you are awesome!!!

476022806's picture
Dec 2, 2010 at 6:55 am KimberleyB said:

Kudos to you, not only for honoring the erroneous prices in spite of the financial hit, but also for not firing anyone over it. Mistakes happen, and how you handled it shows you're a stand-up company.

476789407's picture
Dec 25, 2010 at 9:52 am NeelD31102 said:

Here are some thoughts about price mistakes in e-retail both for consumer and sellers. http://eretailpricemistakes.wordpress.com/2010/12/24/e-retail-shop-price...

466436671's picture
Dec 30, 2010 at 9:46 pm KimberlyH31954 said:

Zappo's As I have said before, you are the best company I have ever ordered from. Kudos to you for standing by your customers on the major mishap....If I had been shopping during that time, I would be happy to pay full price for the items bought for 49.95....And that is only because you have been very kind to me on all my purchases, your emails make me laugh, and your peeps are truely the finest! I wish that every employer could be half as fun as you! Thanks Zappo's!

476990636's picture
Jan 7, 2011 at 8:51 am NikeA33000 said:

I would be happy to pay full price for the items bought for 49.95....http://www.buynikeairmax90.comAnd that is only because you have been very kind to me on all my purchases, your emails make me laugh, and your peeps are truely the finest!Nike Air Max 90 I wish that every employer could be half as fun as you! Thanks Zappo's!

477049014's picture
Jan 11, 2011 at 9:21 am eileenh33567 said:

wedding dresses prom dresses Phiten Necklace EFX bracelet Movado Bold cheap power balance efx bracelet reebok zigtech pillow pets baby carriers wholesale mbt shoes

477048677's picture
Jan 11, 2011 at 9:23 am xuejuanc33561 said:

There are various kinds of new style goods in our website , such as the famous brand shoes ,

fashion handbags and the wholesake jerseys and so on ,they are in competitive price and high

quality , it is easy to order in our website and we offer the fast deliver .welcome to our

website http://www.cngreatwalltrade.com/ and choose the one you like .

477199614's picture
Jan 22, 2011 at 6:51 am BPOWork said:

Today, I requirement to deal few thoughts on how we've evolved to this amount, what we're doing now to present you solon hold, and what you can await from us effort forwards. _______________ prasant BPO Work

38980482's picture
Feb 23, 2011 at 1:40 am ElizabethN39023 said:

I will work for shoes.

478154684's picture
Mar 30, 2011 at 2:50 am mikej44982 said:

In addition, the relationship between Pitt and more, the British burberry outlet supermodel Kate Moss made him a major figure not only in the mainstream media, but the burberry scarffashion industry. Be careful, think about it, as long as an agreement, it seems there is burberry clothing no doubt crazy

43367276's picture
Mar 31, 2011 at 11:54 pm MaraK45261 said:

Don't EVER order from Zappos "sister site" 6 PM!

I ordered boots which are too small. All I want to exchange them for the next size. They told me I have to go to a post office or shipping store and pay to return them.

Why shop on a site that doesn't pay for the shipping? I assumed that they would have a policy like Zappos which pays for returns both ways and carries the same products.

6 PM - NEVER AGAIN. AVOID AT ALL COST. I'm really angry.

478876872's picture
May 19, 2011 at 3:43 am alicep52414 said:

Ankle boots if selected properly can offer you peace and comfort both. Most of the land based shops have a selected range of ankle boots for men, whereas the market for women's Ankle Boots is high locally. There is no such discrimination when you shop online. When the entire range of Men's Ankle Boots is available at your fingertips, what is the need to go to a local retailer and select one of those uncomfortable shoes that just pretend to be stylish? The best way to shop for Men's Ankle Boots is to search online. There are several online shops that help you get just the thing you wanted.


469621213's picture
Jun 5, 2011 at 3:15 am KarenB54988 said:

My experience with 6pm.com left a very unfavorable impression on me due having received defective merchandise n early May ithat I had to pay to return and pay to order. At the time I didn't even know they are associated with Zappos and the fine customer service I enjoy where I buy most of my shoes. My email to 6pm was never even answered and remained totally ignored. Here I am again reminded of the high standards Zappos has in reading about them honoring a mistaken price to their customers. Integrity wins loyalty.

479607226's picture
Jul 13, 2011 at 8:24 am jiadong said:

As we all know, buying products at Coach Factory Outlet stores are way cheaper that buying to the malls because at factory stores, items are slightly broken or there is a slight defects but rest assured that these items are all authentic

479725473's picture
Jul 22, 2011 at 7:50 am polor61837 said:

sharing is a good experience!.polo ralph lauren outlet Don't you think so???

480558189's picture
Sep 21, 2011 at 8:30 am JennyS72444 said:

http://www.allmyblog.com/ http://teraonlineforsale.blogcu.com http://www.safetyissues.com/community/blogs http://gvrl.com/mygvrl/main.asp http://www.darksiders.net/teraonlineforsale

480586894's picture
Sep 22, 2011 at 8:49 am xinshan said:


New Style Tory Burch Flats Colorful Tory Burch Flats Wholesale Tory Burch Flats HotSale Tory Burch Flats Fashion Tory Burch Flats Favorite Price Tory Burch Flats

480586894's picture
Sep 22, 2011 at 9:29 am xinshan said:


New Style Tory Burch Flats Colorful Tory Burch Flats Wholesale Tory Burch Flats HotSale Tory Burch Flats Fashion Tory Burch Flats Favorite Price Tory Burch Flats

39422727's picture
Sep 28, 2011 at 8:28 pm DesireeA74563 said:

A very recent negative experience with 6pm is what brought me here. As another person had mentioned, 6pm does not respond to e-mails. After a couple of days of receiving no response, I called and was on hold for over 30 minutes before a live person was available. The gentleman who was "assisting" me wasn't the most professional guy in the world either. Faaaaaaaar cry from the amazing customer service that I've received from Zappos over the years, which made it kind of hard for me to believe that the two companies were in any way associated. :-/

I, too, commend Zappos for how they've dealt with this situation. That doesn't surprise me at all. It does, however, drive the point home of just how unique Zappos is! Best of luck and continued success!!!!!!!

480910626's picture
Oct 17, 2011 at 8:31 am luochenw78432 said:

When i am a girl,i didnt know more about the North Face Sale,and often wear the Sport Boots,like The North Face Store,jordan.All this boots are fit for running and walking.And now when i grown up,the knowledge become rich,i know more and more fashional brand boots.Today i would like to in introduce the luxury and classic flats boots brand ¨CNorth face. North Face Jackets could be considered a particular thing you have been trying to find contemplating how the extended time. take a look at our large variety of reliable North Face Windstopper,all supplied at one of the most beneficial fees you will actually find!

480910626's picture
Oct 18, 2011 at 1:30 am luochenw78432 said:

North Face Apexlaunched a privileged collection or you could claim that the merchandise brand to the public, such as footwear. There North Face Borealis cozy best hard rock allows for simple, simple and easy soft. To be certain the North Face Vest more central within our lives, because that covers and protects you from sharp and rocky different substance, which means you would not have difficulties in covering the distance and time.

480976504's picture
Oct 21, 2011 at 11:29 pm shernas79590 said:

NoW that makes me say WOW for more reasons than one. I heart you guys. Sorry about the loss. Just read your book.

481074805's picture
Oct 28, 2011 at 5:48 am dillon015 said:

His left hand slender, like a virgin's hand, five white-like fingers slowly close to the palm, and slowly shook a fist after the opening, wholesale nfl jerseys an appalling murderous uploaded from his hand out. Three met, secretly scared, Pan Chong cried aloud: "What is this you ... ... Kung Fu? [url=http://www.wholesalejerseysshop.net/nfl-players-c-990.html][b]discount nfl jerseys[/b][/url]" Section Chunfeng Yin sound smiles: "Look at you right away Xianyan Wang's sake, have pity on you, This is the legendary 'off the hand of God'! "

481249738's picture
Nov 8, 2011 at 3:17 am handbagb84538 said:

Ladies and gentleman, You may be surprised by our Online Shop. such as Replica Handbags, | Best Replica Handbags, | Replica Designer Handbags. | there are so many cheap Designer hand bags. you may like it - Gucci Boston Bag, | Gucci Briefcase Bag, | Gucci Fashion Bag, | Gucci Classic Handbag, | Gucci Heritage Boston Bag, | Gucci Messenger Shoulder Bag, | Gucci Snakeskin Bag, | Gucci Tote Handbag, | Louis Vuitton Damier Geant Citadin, | Louis Vuitton Damier Graphite wallet, | Louis Vuitton Damier Handbag, | Louis Vuitton Delightful Monogram Bag, | Louis Vuitton Epi Zippy Wallet, | Louis Vuitton Mahina Leather Handbag, | Louis Vuitton Monogram Artsy Handbag, | Louis Vuitton Monogram Denim Sunbeam, | Louis Vuitton Monogram Handbag, | Louis Vuitton Monogram Tote Bag, | Louis Vuitton Monogram Vernis Clutch, | Louis Vuitton Suhali Wallet. | Hermes Birkin Handbag . | Hermes Evelyne Bag. | Hermes Vintage handbags. | Hermes Lizard bag. | Bally Caryne Tote. | Bally Leather Wallet. | Bally Shoulder Bag. | Bally Briefcase. | Prada Soft Calfskin hobo. | Coach Ergo Signature Hobo. | Jimmy Choo Chandra. | Jimmy Choo Lohla. | Fendi Peekaboo. | Bottega Veneta Knot. | Givenchy Nightingale Leopard. | Loewe Hobo. | Loewe Amazona. | Marc Jacobs Shoulder Bag. | Marc Jacobs Stone. | Mulberry Alexa Soft Buffalo. | Thomas Wylde Hobo. | Alexander Wang Jena Clutch. | Alexander Wang Diego Bucket. | Alexander Wang Mini Duffel. | Bvlgari Shoulder Bag. | Proenza Schouler Shoulder Bag. | Lanvin Happy Bag. | Salvatore Ferragamo Shoulder Bag. Quality Assurance, Free Shipping, Discount, All in Here. What are you waiting for?

481411011's picture
Nov 17, 2011 at 12:35 am yangt87036 said:

People want all parts of the body zentai can get plenty of exercise, but fat people fitness, zentai suits but often because of abdominal fat, shaking, Spiderman Lycra Spandex Zentai Suit friction between the thighs, chest, bounce and asking this question. Cheap Zentai Suits United States Colorado Health Science Center University researchers finger shoes found that the situation will change in obese gait movement, and thus more likely to suffer from joint injury or disease.5 finger shoes The researchers compared 20 adult walking biomechanical cycling conditions and found that obese feet landing, Cosplay Costumes the width between the legs more than normal-weight people. Wholesale Cell Phones Step is to use wide to maintain balance when standing, Computer Accessories to support the more generous the abdomen and back, Tiffany Jewelry while reducing friction between the thighs. However, soccer jerseys this movement puts the power of stride moved to the knee, NBA jerseys people more susceptible to arthritis. Monster Headphones Fitness coach Brian said, wearing tight-fitting, Monster Headphones dr. dre flexible clothing can reduce the stomach, cheap wedding dresses thighs and buttocks unnecessary vibration. 5 fingerWear tights, in the exercise when muscles can bounce to a minimum. discount wedding dresses In addition, water sports can also choose to reduce unnecessary fat bounce.

481512863's picture
Nov 22, 2011 at 3:38 am uggb88856 said:

In addition, water sports can also choose to reduce unnecessary fat bounce. ugg boots australia ">uggs boots sale

481512863's picture
Nov 22, 2011 at 3:42 am uggb88856 said:

Nevertheless, this Louis Vitton Patent Leather personage also Louis Vitton Ramie Cotton points out, besides the construction of these commonweal sexes, what nod otherly Louis Vitton Stripe is free Louis Vitton Wallets it is temporary only.ugg boots uggs boots

482064906's picture
Jan 4, 2012 at 3:50 pm marks95493 said:

Found some great coupons for 6pm.com at http://www.ontimedeals.com/store-list/6pm/

482699221's picture
Jan 3, 2012 at 3:06 am zuyao said:

louis vuitton outlet lv bags lv outlet

Louis Vuitton Outlet Louis Vuitton USA Louis Vuitton Online Louis Vuitton Outlet Online LV Outlet Online

Louis Vuitton Louis Vuitton Outlet Louis Vuitton Cheap Louis Vuitton For Cheap Louis Vuitton Outlet Store

louis vuitton outlet Louis Vuitton Outlet

482848846's picture
Jan 12, 2012 at 3:34 am aussies106426 said:

Footwear should be compulsory in every country for every people who want to take a footwear. Here you can get an exclusive suggestion about various cosmetic surgery .For more info... http://www.aussiesoles.com

483291103's picture
Feb 9, 2012 at 12:16 am BradleyA117150 said:

I absolutely love your blog and find most of your post's to be precisely what I'm looking for. Can you offer guest writers to write content for you? how to grow tomatoes from seed

466497491's picture
Feb 17, 2012 at 12:41 am ToddM119015 said:

Very disappointed. Been odering from Zappos for for at least 5 or 6 years and their customer service and shipping has been second to none. My last two orders and shipping have not been over night and have been a day late. Spoke with customer service tonight and was again disappointed. We try to get things out was the comment! Really! That is not what i see Tony go on news programs and Forbes and Fortune Magazine with. they don't try, they do. the biggest issue is having it happen for so long and now that they have become bigger and more customers, they can't deliver on the promise. Just my thoughts for tonight as I'm really bummed on the response that I got. The guy could have handled it better and I would have never written a response but having it happen twice in the last two weeks bums me out. TMS

483786551's picture
Mar 8, 2012 at 6:17 am vivienb123178 said:

I likes cap which also called hat. There are so many kinds of cap or hat, People want to show their personality,so they will carefully select wholesale hats for themselves.Do you like new era hats wholesale.I often MLB hats online.

484440922's picture
Apr 17, 2012 at 3:51 am samj135385 said:

Youre so cool! I dont suppose Ive read something like this before. So nice to find somebody with authentic ideas on this subject. realy we appreciate you starting this up. this amazing site can be something that’s needed on the internet, somebody with a bit of bit originality. helpful purpose of bringing interesting things to the web! reverse phone lookup

485542318's picture
Jun 26, 2012 at 10:40 am 0910k155024 said:

we love our customers! Thanks for tuning in,View More And Get Your Love at Christian Louboutin Sandals.

465605374's picture
Jul 13, 2012 at 10:27 pm JanaB159112 said:

I was placing a order today on Zappos, (i spoke with the neatest guy in Las Vegas), and afterwards decided to look over Zappos site. I'm a VIP member and knew some of the "perks", but wanted to delve a little more into it. Wow, There are lots of things going on. I am so impressed with this company and like someone wrote earlier, i'm sure this over one million dollar mistake will be regained with new customers orders!!

I have found a brand of clothing on Zappos that is just what i have been looking for, "Free People".

I'm going to Maui and have been ordering for the trip, most of the clothing being the "Free People" brand. Beautiful, soft, flowing come to mind when i think of their line.

So kuddos to Zappos for being a great company with a lot of integrity and great merchandise!!!