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Canada.zappos.com

Hey, everyone. While we often have fun things to talk about in this space, we sometimes have less pleasant topics to share.

We have made the difficult decision to shut down the canada.zappos.com site and stop shipping to Canada. One of our core values is to "deliver WOW through service". That means the best selection of brands and products that can meet just about every individual's needs as well as fast, free shipping and free returns, all at competitive pricing. Our Canadian customers know that we have not lived up to these service levels.

Product selection on canada.zappos.com is limited due to distribution agreements with the brands we sell in the United States. In addition, we have struggled with general uncertainty and unpredictability of delivering orders to our Canadian customers given customs and other logistics constraints.

We would like to thank our loyal Canadian customers and are sorry that we will not be able to serve you in the same way. Beginning April 1, 2011, we will no longer ship orders from canada.zappos.com. Some of you may have electronic certificates with open balances. If that is the case, please be sure to redeem them prior to April 1, 2011. Of course, as always, we will still be accepting your orders placed from Canada and shipping to US addresses on www.zappos.com. Customers can always reach us 24/7 by calling 1-800-927-7671 or emailing cs@zappos.com.

Thank you for reading this. While you may not like our decision, we hope you understand the reasons.

Chris Nielsen
CFO, COO
Zappos.com, Inc.

 

Comments

477991159's picture
Mar 25, 2011 at 11:28 pm ClaudeH44326 said:

I just made my 1st purchase @ Zappos ,3 dress belts from the Torino Co. WOW what great quality ,craftmanship & FAST service within (one) week. When I opened my package to see my merchandise my first words were BEAUTYFUL .....I'll have to order some more goodies from Zappos again . my first shopping experience was FANTASTIC! I'll be back for more. C.H. in Upper Darby PA.

477991159's picture
Mar 25, 2011 at 11:38 pm ClaudeH44326 said:

Great merchandies & serviice from zappos I will be back for more of both again . Great job Zappos !

478127812's picture
Mar 28, 2011 at 1:42 pm John Costanzo said:

Hello, Chris. My name is John Costanzo, president of Purolator International, Canada's largest small package and Freight delivery company. I head up our International business (PurolatorInternational.com), headquarteed in NY, and read today that you have decided to stop serving Canada due to the confusing customs rules and logistics problems. Internet based retailers based in the US are amongst Purolator's fastest growing clients, and we're helped several companies selling products like yours (ie, Crocs) enter and capitalize on the great opportunity to capture market share in Canada. I'd be pleased to meet with you personally to discuss how we can help you to better and more easily serve your Canadian customers from here in the US, and without all the headaches it sounds like you've experienced.

John Costanzo President Purolator International, Inc. jcostanzo@purolator.com; Tel# 516/938-2129 PurolatorInternational.com

478143502's picture
Mar 29, 2011 at 6:42 pm alankay1 said:

Chris, you are dead right to withdraw service anywhere you can’t meet standards. That said, if you have unique customer segments a la Canadians, you might want to offer them a re-framed Zappos brand/service that promises within what’s possible. Canadians are used to cross-border complications – we’re an understanding lot.

US firms have a habit of thinking things north of the border are a lot like down south.

I did work with a US retailer who asked loads of questions before coming to Canada. One key finding; Canadians are polite – they don’t complain as much - so it’s assessing customer satisfaction needs to be done differently.

Anyway, http://tiny.cc/20nnk

45464100's picture
Mar 29, 2011 at 8:27 pm JonathanB44916 said:

Too many US companies think of Canada as a 51st state... Recently Netflix learned that hard lesson (see Rogers, Bell Usage Based Billing for reference). When I was living in the US, I never sent anything of value home for Christmas, or Canadian Border Services would kill the cheer with extremely high duties charged to the recipients... but I never got the same poor treatment from US customs for gifts to me sent from Canada.

Amazon.ca pales in comparison to the US service, too, with much poorer selection, even though they service customers from within Canada.

It's not all Canada's fault... the US government has put draconian border protections in place post 9/11, which makes the Free Trade Agreement almost moot.

40780773's picture
Mar 30, 2011 at 5:54 pm CindyR44691 said:

Well, that means I'll never live in Canada. I love you guys and could not live without you!

475224889's picture
Apr 4, 2011 at 7:52 pm RoseR45812 said:

Well I am just devastated to read this announcment. I wear a size 11 shoe and that means the shoes I can buy in Canada are extrememly liminted. I have had a very good time ordering shoes from you and would have ordered several pair a year for the rest of my life. You offer a great service and great product. I will miss you Zappos.

45646662's picture
Apr 7, 2011 at 3:42 pm PatrickM44574 said:

You say that one of our core values is to "deliver WOW through service". there's a storm going on over on another blog post about the sponsorship of the bins at the TSA. I'm not sure if this was the WOW you were looking for.

Aarons reply of "I'm sorry you feel this way about this advertising platform. Also, I'm very sorry that our advertising decision has impacted our ability to WOW you in the future" doesn't really address the issue. It seems like Zappos is just brushing off what people are saying and how they are feeling.

Definitely not the service that Zappos has been known for.

http://blogs.zappos.com/whyweadvertiseinsecuritybins

477230343's picture
May 9, 2011 at 1:55 pm RyanH50815 said:

The service with Zappos is unmatched. However, whats a guy gotta do to get you to carry the Innov8 f lite 195 or 220??? Do you have any idea how many Crossfitters would buy this shoe if you ever had it in stock. IM BEGGING YOU. I hate shopping anywhere else but its been forever, about to give up....

478387895's picture
May 28, 2011 at 5:02 pm ChristineR53862 said:

I love Zappos and their fantastic product range. However, the canadian version of Zappos's website was a visual and navigational insult to Canadians. It was a failure in term of brand consistency and proof that the cie didn't care much about the new market and didn't even do proper research in order to validate all the constraints before offering the services for Canadians. I do, however, respect your company's unique culture and offering. You are a model in term of customer service (in the USA, only)

The odd thing now is that I'm using US Zappos website as a tool to find a pair of shoes, then I go on Amazon to actually track a pair and buy it. 24 to 48h later the doorman delivers my happiness in a box. All 3 times was a flawless experience, thanks to Amazon (having bought Zappos too)

And please, If Zappos can't deliver to Canada, then stop the geo-targeting marketing in your online advertising. Everywhere I go on the web your zappos banners are following me. You do not deliver in Canada, I'm in Canada, you targeted ads are useless now to me!

Best Regards,

471693024's picture
Jun 17, 2011 at 4:24 pm patm56854 said:

tony, why do y'all NOT have TOMS? u no its the hotties line in the U.S.now as u know u r missing a lot of money,but u no its not much of a shoe,but they sell. manager/buyer 42yr (retired)

45250730's picture
Jun 23, 2011 at 2:10 am MarilynR57683 said:

I have been a Canadian customer for many years, and am totally 100% satisfied with the delivery times I have experienced. I can only imagine what you do in the US. Even with the Customs process my (wonderful) shoes arrive within a week or so. I also live on Vancouver Island which generally adds a day to transport times.

Distribution agreements are what they are and perhaps this may be more of the driver here. If it simply is a delivery issue, please find a solution - as I love shopping on your site. Your team is helpful, responsive and cheerful.

For those in the Pacific Northwest, the freight forwarding company, Mail Boxes International in Blaine, Washington is a family run business- they received my Zappos package and couriered it to me same day. Added extra cost, but until I find a better way......I have no choice - I love your shoes.

41254008's picture
Jul 12, 2011 at 12:31 am CindyM60186 said:

Hi, Since you make it really hard for your customers to contact anyone in the management I thought I would just leave a comment here. I really enjoyed shopping Zappos but after reading the article in the New York Times about your new advertising campaign that was created by Mullen. I think it's really tasteless, and very much lacks in creativity. Anyone that uses sex & nudity to sell a product or promote it is not worthy of my business and I will be shopping elsewhere. Why don't you hire a company that actually does great advertising. whoever decided that this campaign would benefit your company apparently has the mind of a 13 year old adolescent boy and is a pathetic excuse for an executive. People are sick of nudity & sex selling everything. People like funny witty advertisements that make them laugh & feel good. So Goodbye to your company until you start hiring executives that think with there brain and not there hormones.

474174195's picture
Jul 29, 2011 at 3:06 pm LoraM62888 said:

I have been a customer of Zappos for years and have shared the site with countless friends and acquaintances. My children have been brought up with me shopping on Zappos and now that they are young adults your site is the first place they go when they are looking for particular items. I have never written to tell you how much I love the service you provide. Free shipping, no hassle returns, and upgrading my shipping to express is just a few of the things that keep me coming back. I love ordering an item and having it appear at my house within a day or two. Yesterday I received an item in a yellow Zappos box with "smile" and other things written all over it; and yes, it made me smile! Thank you for your service and your commitment. When anyone says to me that the concepts of "service" and "the customer being right" is dead in America, I tell them to check out Zappos!

Sincerely, Lora

474288190's picture
Aug 1, 2011 at 1:31 am SusanW63206 said:

I want to share this short story about Zappos customer service. I have ordered from Zappos for the past two years and have been extremely happy with their service, but the other night they really went above and beyond. I ordered a purse the evening of July 26. On Wednesday the 27th my son who lives in Henderson, Nevada, wanted to know why I had Zappos mail him a purple purse? To make a long story short, I accidently sent to his address rather than mine. Both were in their system. I called Zappos immediately which was about 9:00 p.m. Diane answered the telephone and was the young lady that helped me. First, she checked to see if they had the same purse in stock and she was going to mail immediately and have my son return the one delivered to him in error. But, they were out of the color. Diane suggested we connect my son on a coference call and said, "since we are located in Henderson, is it possible to have your son drop the shoes off this in the morning?" My son suggested that he would rather drop them off immediately rather than the morning so he drove to Zappos and Zappos shipped them out free of charge, and when I returned from work on Friday the 29th the purse was on more door step. I have shortened the story quite a bit because Diane must have spent at least 20 minutes or longer on the telephone to figure something out, since I needed the purse on Saturday for a wedding. This store is amazing and truly stand by their word. Thank you son and Zappos!

43695197's picture
Aug 10, 2011 at 11:33 pm Anonymous said:

I had good service from Zappos for the past several years until today. An order was placed and billed to my business credit card. Zappos admitted this was NOT my account, but was more interested in protecting the criminal than treating me as a "valued" customer. They were more interested in protecting and enabling the criminal by refusing to provide any information to me about the account who illegally used my BUSINESS credit card information. Zappos was more interested in protecting the criminal than having me possibly lose my job and/or having my boss question the trust he has placed in me. BEWARE!!! I sincerely hope this doesn't happen to you because you will get NOWHERE with Zappos, but the criminals certainly get everything they set out to get!

480246639's picture
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Oct 19, 2011 at 5:03 pm robertp79015 said:

Hi guys,I just wanted to express my appreciation for the great customer service I recieved today by Debra from Chicago! she made my day, literally! Her professionalism and attention to my problem should be noted! I'm a public service employee,so I can defintely understand when someone takes the time and effort to make thier feelings known about such a positive experience,for that I say thank you! She's a credit to your organization.

483786551's picture
Mar 8, 2012 at 6:30 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.

483786551's picture
Mar 8, 2012 at 6:30 am vivienb123178 said:

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41560157's picture
Apr 4, 2012 at 3:03 am CynthiaC131875 said:

What happened to the search engine? If u get details on a shoe it kicks u back to the beginning of ur search instead of where u were. It wastes an incredible amt of time. Hitting the back arrow or back word does not work. Can this be fixed?

469743368's picture
Apr 5, 2012 at 3:01 pm nickfrench said:

Hi CynthiaC131875! My name is Nick French and I'm the product manager for search here at Zappos. We recently ran a test which caused some of our customers to encounter the problem that you've described. I wanted to apologize for the error and frustration it caused you, and to let you know that we have now fixed that issue. Thanks for contacting us and bringing it to our attention!

If you have any other questions or need help shopping at Zappos.com, you can reach us 24/7 by calling 1-800-927-7671 or by emailing us at cs@zappos.com.

485456463's picture
Jun 20, 2012 at 6:13 pm SophieM153543 said:

I was sorry to hear that you had to curtail your service! From what I understand, courier companies have fierce competition. It sounds like you have many devoted customers.

487233261's picture
Oct 2, 2012 at 8:10 pm Megan175068 said:

Canadians need shoes too! I dont care if the service isnt WOW I wan't what you got!

487515473's picture
Oct 18, 2012 at 2:36 pm official178191 said:

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491922920's picture
Jun 6, 2013 at 8:02 am Jeny236966 said:

Zappos is the best Shopping Company since they are marketing from 2007, I guess. I would like to Thanks for the Good reputation. Regards Bazz www.orthoticshop.com/

468937898's picture
Jun 12, 2013 at 8:37 pm RachelR122604 said:

Yet again, another satisfied purchase with great service!

475106032's picture
Jun 13, 2013 at 9:48 pm ElizabethB36221 said:

I love you so much... My Bloch Dance shoes just arrived in one day just as you promised... I am a happy Girl!

Please never go away!

491019760's picture
Jun 26, 2013 at 6:37 pm Bobbi-Jean said:

I love you more! I ordered a necklace for my Niece and it arrived all tangled and missing "dangling Baby" I have called and spoke to Deanna L and it was an experience I will not soon forget. I believe "we" have become use to the least amount possible in terms of customer service and many other things,so when someone does the most and more (Deanna L) it reminded me of how truly wonderful it "Felt" to be cared for.Even if it was only a product the caring and kindness made me a better person at least for that day. I wanted to "pay it forward" Zappos makes the world a better place.