Zappos

A lot of people don’t know about ZAPPOS. WELL, I’M HERE TO PUT THEM ON THE MAP! This place has a high-quality of everything! I’ve been ordering from Zappos for over 🔟 years now. I’ve even been to the 6️⃣ PM store in Kentucky. A first class organization that puts a twist on their beliefs to have fun and everything you do and everywhere you go with PURE HAPPINESS!!! 5️⃣⭐️ in 2019. They asked my son to come to Downtown Las Vegas to their facility and pick out a graduation suit. I was already a big fan, but that took it over the top, what a First Class & Friendly Organization. 💎💯💎

I took a tour with my class from Nevada Partners and it was amazing. Seeing the amazing building and learning about the management structure was interesting and inspiring. If you always thought the there was a better way to work, check out zapped, they will prove you right.

Really enjoyed our tour on Zappos Culture. Culture Guide Dancer (Jacqueline) was just a fantastic host. We learned so much about the organization and their values. Their campus reuses the old city hall for Las Vegas. They have a store and areas that are just open to the public.

Not sure what happened to Zappos but the customer service is now terrible. Couldnt get someone to text me back via chat (took 1 hour) then when I entered the wrong address accidentally as it prepopulated I had to cancel my order completely as their system couldnt update my address. I just walked away, too much work

This is what they sell as new shoes. Very disappointing

We were at the Zappos Christmas Event with the Salvation Army. There were thousands of people there and the fine folks from Zappos and the Salvation Army did a fantastic job of entertaining all of them and keeping the lines moving. My Elf Jingles and I passed out lots and lots of Candy Canes. We both had a Blast. Zappos and the Salvation Army you guys Rock!

There Customer service is worse to deal . They conform Oder and cancel without any notification

The "Gold Standard" for Service / Customer Service. Nothing is perfect, but it's how you fix that imperfection which says a lot about a company. I received shoes that were marked incorrectly. I called Zappos and was on and off the phone, fully satisfied, within three (3) minutes. The representative assessed my need, took ownership and applied their expertise. She processed a replacement, a return (with included an immediate pick-up) and set the perfect expectation. "WOW"!! TRUST THE CUSTOMER, what a concept. Unlike other companies that keep you on the phone for 40 minutes, then they want a picture, then they want you to package everything up. take it to a third party shipper, ship it at your own cost, and then wait for them to receive it, for them to even start the replacement or refund efforts. Zappos, THANK YOU. Excellent business model, products, prices, and service. So REFRESHING!!

I just left the Zappos headquarters in downtown Las Vegas. Wow! TRULY. I Just had a tiny taste of the world famous "WOW effect and it tastes like chocolate covered consciousness. What a lovely experiential entry point to a company that sells shoes. But after getting inside, I learned that it is way more than just shoes. It is almost like a celebration of life. The tour started by meeting the insatiable and passionate former dancer Jacqui Gonzalez. We began with a couple of videos that contextualized what Zappos the company is and it's history focusing on its creator and founder Mr. Tony Hsieh. I have been an admirer of this business maven through his TED talks and YouTube. I always thought Zappos meant a group of frogs (a play on the Spanish word spelt like this: sapos. Mr. Hsieh and his team of collaborators took the word Zapatos which is the Spanish word for shoes, an VOILA! ZAPPOS was born. in Spanish. The best part of the tour was having the pleasure to interact one and only Culture Dancer of the company, with Jacqui. What a lovely, genuine and humbly bold human being. (Jackie and I are in the picture below). I was super lucky to be the only one on the tour so I got the VIP treatment and was able to actually engage with a few of the artist/designers which was truly insightful of the kind of soul inside of the shoe. .All in all a super inspiring experiences to connect with ZAPPOS - an innovative company that is revolutionizing the way we play at work.

Attending the Yelp event and what a fantastic first experience for my first event. The Brothers Osborne are fantastic and from the second floor their music just hums and gets deep into ones veins causing spontaneous dancing. The Zappos campus is so much fun and was talking to an employer here the perks of the job are great. The concert was amazing and there are perks such as drinks that are complimentary for having the VIP badge. The campus is very secure and security is no joke here they want to ensure everyone's safety. Thanks to the wonderful band that was playing and even came over and posed for pics with fans.

Our tour of Zappos Headquarters was informative and not to be missed! Read the book first - it gives you context for what you see. Our guides were Megan and Rio .... what fun personalities. Megan - thanks for putting up with our endless questions and rave obsession. Lastly, the private question and answer session on customer experience was very informative. I can't remember the name of the man who led our group but he was a long term employee from the Customer Service Department. He was well informed and patient! Thanks Zappos!

I love touring corporate headquarters. I like to see what companies have to offer, the different types of working environments, and the magic behind the scenes. Zappos Tour Experience in Las Vegas was an excellent way to spend an afternoon. Who goes to work while on vacation? I do. Call me a workaholic, but I really do care about creating better work environments and being efficient. Zappos taught me a lot. Half of the people who take the tour are customers who use the website and the other half are people who are there for mentorship in the workplace. You can sign up for additional sessions after your tour based on your interests. If you want to take a Zappos tour, I recommend making reservations weeks in advance. I didn't sign up soon enough and all the tours were fully booked. I emailed Zappos and they were able to accommodate me during my short stay in Vegas. Zappos has excellent customer service. The tour is fun and entertaining. It starts with a movie and the rest is walking around the office checking out different floors and departments. You get to see everyone in their element and even meet Tony Hsieh and Fred Mossier. The office is humongous and bleeding with creativity. The artwork and design in every nook and cranny is so unique. The "Godfather" Tony was our guide and he was awesome.

Won tickets to the Brothers Osborne here at Zappos. Very cool time and had a lot of fun. Located in good ol' downtown Las Vegas at the Zappos headquarters.

The Zappos Tour Experience is truly something everyone should do- especially if you're in any type of people management (HR/Talent and Development) position. I came to Vegas for a conference and saw I had the opportunity to take this tour. I've heard about the tours and heard even more about "Zappos Life" so I was intrigued. It did not let me down at all. The basic tour costs $10. The tour takes through essentially through the entire building- giving you the entire history of the company; what they stand for and what they want for their employees. It's one of those things where you have to see to believe. I would rather be vague and tell you to go rather than to tell you about the rooms and the free pastries they give employees, but sometimes seeing is believe. These people love what they do and so do your tour guides- friendly and fired up about their job. The company is pretty much an open book to you which is kind of refreshing. What used to be an old city hall building is now turned into the crazy world of Zappos. One thing I thought was amazing is they let their employees decor spaces. Employee painted murals lined many of the walls. So cool. At the end of the tour you're given a Zappos Culture book for free as well as free stipend for your cab ride. So basically you took an amazing tour for free. This is something you simply cannot pass up if you're in Vegas.

In my previous life in education, I heard so much about changing our ideas--our culture--and I always thought it was so much happy horse shit! When I read Tony Hsieh's book "Delivering Happiness" and I saw the word culture so much, it gave me déja vu all over again. (Thanks Yogi) After my tour of Zappos today, I get it and how it works for this company. You sign up online for the tour. Parking is in the Zappos' garage off Las Vegas Boulevard before Stewart. You go to the second floor, sign in with the person in the lobby, and wait for your tour. You're given an ID badge and a name tag. Several culture reps divide the group and take you to see Zappos at work. My culture person was Renée and she was a gem! She was always happy to be asked a question and she had the answers for us. We saw some of the call center, the culture section where employees were dealing with customers either online or on the phone. We got to see the Z Café and the employee patio. I am sure that the employees are not always smiling and not always happy, but I did see a whole bunch of people who seemed to be happily doing their jobs in a relaxed, informal setting and the idea of culture that Mr. Hsieh has been so focused on works! The tour lasts just about an hour. You are free to bring your camera and take photos. The only thing they ask is that you don't take photos of computer screens (it might have customer information on it or other things that should remain private) and they ask that there be no video. This is a tour that would be interesting for anyone to take. It's amazing to see what they did to the old Las Vegas City Hall.

I've always known Zappos was located in the Las Vegas area -- and given that my husband and I were planning to visit Vegas in mid-January for a college reunion, I quickly looked up whether tours were available for Zappos HQ! Luckily - they were, and I booked 2 tour tickets about 1 month in advance of our trip to Las Vegas. The process for booking the Zappos company tour is very quick, efficient, and self-explanatory on their website. On the day of our tour (ours happened to be at 9 am on Tuesday morning, 1/21/2014), we arrived on time, but parking was hard to find! Parking = it's up a small ramp, into a parking structure. There was an attendant outside helping to direct us to where to park. The parking entrance is on Las Vegas Blvd though, so don't go turning onto Stewart Ave. Once parked, we had to take the elevator up to the Lobby area, and check in at the front desk of the Lobby. They gave us name badges (stickers) to put on your shirt along with a card-key chain to hang on your neck to access the various doors and kiosks in the building. Once we were signed in -- they instructed us to go to an atrium area to watch a video of Zappos (basically an intro 101, probably 10 min long) history, culture, how they came to be. We only caught the last 2-3 minutes of it, unfortunately. :( ALERT = be careful if you are LATE to your tour, because my husband and I (including 3 others who were late as well), had to come to the front of the stage where the screen was, and do a little dance for everyone. It ranges anywhere from "my little tea pot" to "itsy bitsy spider". hahaha... The rest of our tour lasted about 1 hour, and our tour guide was very thorough with guiding us from dept to dept and explaining what each dept does, etc. It was interesting to note all the awards the company won over the years, and how it scaled so quickly over the years. Many folks in our tour group had questions as well and she tried to answer them as best as she could. We were free to take whatever pictures we wanted of the premises, and even got a snapshot of where the executives sit as well. None of them were actually there at their desk though, lol. At the end of our tour, they guided us back to the lobby area - where we were given a souvenir to take home (a large year book!) and an opportunity to take photos in the queen/king chair. :) You'll know what I mean when you go on your visit. The tour was fun, good learning experience, and I could see how their culture is so special. Glad we were able to come visit and see how this start-up gained traction and momentum over the years! Thanks Zappos!

Love love love this! If you're in a customer facing business, Zappos is the gold standard for customer experience. Our tour guide Ryo led us through every piece of the culture and history that makes Zappos so special. I would also highly recommend the additional Q&A. It's worth the money!

So if you're a fan of Zappos or read Tony's book on "Delivering happiness", you've got to take the Zappos HQ tour. We were able to visit tony's desk, HR, the call center, IT, marketing and talk about the new hire program along with hearing stories on how the entire company works for the phones during busy season. Bonus tip: Be sure to reserve months ahead and Ryo is awesome!

I really loves visiting here! The staff was really friendly and seemed like they really nailed their work environment! It was very refreshing to see how everything operated. I kind of accidentally found this place, thought they were actually going to have a store. Instead it was their master head quarters. They had a lot of great luxuries that other companies wouldn't provide their staff with. Not to mention the things they have access to- like getting their car serviced while at work is a definite plus. They also have a always open door policy where their high up work on the same level as everyone else. That was nice to see! The only ones who have closed offices are the lawyers and the licensed life coach. I thought that was pretty cool to have.

This is just the normal $10 90-minute corporate tour. It was kind of a mixed bag, at times Zappos seems like a very progressive place to work, and at others it seems more like a cult run by the office party planning committee. I was interested in a few things specific to Zappos, like their "holacracy", or policy of having no official managers or supervisors; and business decisions that make them better at customers service than other companies. The tour guide cheerfully answered both queries, but it was clear that they were not the focus of the tour. The tour itself starts out with a series of painfully bland and corporate videos, one of which was lifted wholesale from a local news org. It improves when the walking tour talks about what Zappos gives back to the local community, in terms of events and concerts. There is also a huge emphasis on employee perks, like a cafeteria, gym, nap pods, and dog area which wouldn't be out of place in Silicon Valley, but this is Las Vegas and a large number of employees here are customer facing and not software engineer code monkeys. Also it seemed like all these cool areas were devoid of any actual employees, which was weird. There's a definite focus on culture here, with employees encouraged to decorate their area. There's a big thing about indoctrination, err onboarding, at Zappos with required learning about the corporate principles and even doing a skit about them in front of the entire company, which seems both good and unsettling at the same time. There's some good stuff on what makes Zappos service better (like they don't take metrics on customer call length!) but I feel like this could have been emphasized more. At no point did we actually see any people working customer service as they were in a building we couldn't visit. Sadly it sounds like the pressure of their famously penny-pinching parent company has changed the "independent" Zappos, as the guide mentioned that some parts of the company had already been taken over by Amazon, ostensibly for cost-cutting. I would not be surprised to see Zappos and what makes them unique fade away in the future.

What an amazing company! I had no idea what the tour experience was going to like but Hana aka Ryo was a funny, engaging and great rep for a company! I've learned that Zappos is an innovative company and not just a online retail company but a community of people who care about others.

Found this tour by accident.... We thought it was going to be a tour of their shoe warehouse... which turns out to be in Kentucky or some place... but we still went. Zappos graciously picked us up from our hotel and drove us to their headquarters. The tour was a great experience packed full of insights and philosophy about their company and customer service. Tony was our tour guide and he really made the tour interesting from start to finish. Go on a tour and grab some insight into the Zappos work culture. It's pretty impressive and worth your time!

I mean WOW! Awesome experience ! There is no way you can leave this experience unchanged ! It was inspiring , well planned, thoughtful and worth every minute ! I highly recommend this for business owners and tourists alike ! It's about 90 minutes , that's it ! I really learned a lot and left with a positive vibe !

Love the tour guides! Love the campus itself. It's such a family and kid friendly environment, you'd never guess people were actually working while your on a tour.

Always a treat to see the innerworkings of a business that is extremely successful and one that I have patronized. And for the low price of $10, I was willing to take a break from the casinos and Vegas insanity and go on a tour. The tour guide Letha was excellent and knowledgeable about the entirety of Zappos and guided us through the campus with ease. I won't spoil the tour by mentioning specific details except that there are only two walled in offices (legal and the Goal coach (or whatever they are called). Even the CEO Tony Hsieh has a desk right out in the open. We even saw him walking around and a few in our group half swooned. :) You will do some walking (duh) so wear comfy shoes and bring your questions. Parking is free, and shaded (bonus!) and if you need to store something instead of carrying it, there are some lockers by the bathrooms near the front desk. My wife and I were each given a $15 gift card for Zappos so the $20 I paid for the tour was more than covered by the company,. One of the many ways they go over and above and deliver the Wow through service.

The Zappos tour was an experience. This made me want to pack up my desk and apply for the customer service center pronto! I made my appointment online with the website provided. They send you directions and the location of the guest parking which was very helpful. You walk in and you already see the place is different. It does not look like an office. You have a piano when you walk in and beautiful wall art all around. We check in and were give guest passes to get through security. We watched a couple videos while waiting for all the tour participates to arrive. The first video I saw was the video of the office prank during Christmas. Someone was dressed as a snowman and scared people on the way out. The next video had Tony Hsieh and he discussed how the company started and their wedding to Amazon. We met our tour guide Jacqui and she went over some rules about the tour and we were on our way. We started by going upstairs and talking about the customer service area. They first thing I noticed was everyone's desks were decorated. Each person has a license plate on their desk with their name. The plate shows how long they have been there. While on the main sales floor we talked about the cards and gifts employees are able to send to guest. This reminded me of a concierge at a hotel. They help with your stay and try to personalize it to you. They have cards, flowers, cookies, and additional items that can be sent to the guest. Near the same board I saw a bell and asked what that was about. She proceeds to tell me to ring it, which I did. She then told me I needed to tell the tour group a secret about myself. I could not think of anything off the top of my head. Jacqui went on to tell why the bell was there. It is a way of connecting with fellow employees and even some on the shipping teams and random people that come through the office. We continued on to the break room area. They have free snacks, fruit, cereal, and energy drinks for $2.00. You are also able to drink on the job. They give their employees a lot of freedom. They said that Tony asked them what they wanted in the break room which I thought was very considerate. We moved on to another room which has a coffee bar and tech bar. You can bring your laptop in and have it looked at by the tech team at Zappos. Right outside of the coffee bar is a huge balcony with booths, tables and Wi-Fi. If you work from a laptop you can bring it outside and work in the fresh air. On the right of the balcony is a mini golf course, which they use for team building. They also have their own cafeteria where they have a chef on duty however we did not get to see it or try it. The campus is huge. Also on campus they have a gym, showers, and nap pods. We were able to see the area where they train the new hires. The new hires in all departments are train in customer service for the peak holiday season. Each new hires needs to pass two tests. One is a written test and the second is passing 3 calls. You need to receive a 90% or better to be able to continue your adventure with Zappos. While on the tour we stopped by a desk that was full of paperwork, alcohol, and decorations like any other and the name on top was Tony. It was humbling seeing the leader of this company with a desk like anyone else. One of the last areas on campus we got to see was the Human Resource area. In the area they have a form for "Balloons and Shit". This is where you can order balloons and such for a person's anniversary or birthday. We discussed their benefits and some of the extra things they can do for employees. I was blown away by the company and the way they made me feel. I saw people saying hi in the halls and laughing and just having a great time at work.

Awesome experience. Everyone there was so nice and courteous. Smiles are definitely contagious there. Looks like everyone really enjoys being there. Great tour

If you are in Las Vegas and you have a few hours go to zappos and make the tour. Our guide was so nice and every question was welcomed and responded. The other employees also were nice and smiled or sad hello. A special culture but why not?

Loved this! How many offices would you actually take a tour of? Say what you want about the Downtown Project, Zappos itself is a company I would love to work for. If you have ever (or are currently) working in a shite office for a company that makes you feel like you're just a statistic, than you should check out the culture here at Zappos. From the tour alone, I learned about the transparent corporate ladder, saw open workstations, casual dress, Batista's, free food, supplemented food, 'quiet floors', outdoor areas and a life coach. A LIFE COACH. If that's not caring, I'm not sure what is. Seriously, check this place out. It's really great to see a company investing in its own employees once in a while.

Ron from the headquarters here in downtown was the best customer agent I have ever had the pleasure of speaking. He was so helpful! He went above and beyond with helping me and my annoying requests. With that attitude, he deserves a raise (:

Our #cultureequestrian Erika was so much fun and helpful. I love how she felt comfortable enough to step out of her comfort zone to become a guide, amazing to see how this company helps others grow! I took this tour to see how the culture was created and maintained in such a stand up and successful company, parts of which I hope to take back to my organization. They gave us all a culture book at the end which I had signed like a yearbook by the staff I could find. Really loved learning about this company, who wouldn't want to live the Wow here? Would love for my son to work here once he completes college, he would fit right in. Maybe I can keep embarrassing him as his boss...hmmmmm. Shout outs to Ryo Zsun, the Culture Kitten Dani, The Godfather Tony, and the Culture Hawk Kristina, who all signed my culture book. Take the tour and see how a workcenter should feel, happy!

The Californication of Nevada. Hideous work environment ... Messier than google ... And I thought that would be hard to beat! I can't even buy shoes there any more because my last experience with customer service was.... Well.... CREEPY! Was a huge fan and dropped bank year after year. No more

Excited to make my first review about my Zappos Tour experience. From beginning to end everything was great. I scheduled a pick up from my hotel and Jen arrived promptly. The pick up was free and Jen was very insightful about Zappos and downtown Vegas. Upon learning that it was my birthday she informed Ryo and the tour team and they gave me a bunch of cool Zappos swag (read: paper clip holders aka shot glasses) Ryo our tour guide was really cool. Great personality and knows lots of staff and tons of details about the company. At the conclusion of the 90 minute tour Tiffany gave us a ride to Freemont Street, and a voucher for a free cab ride back to our hotel on the strip. Great sneak peak into Zappos customer service culture. Something cool and different to do while in Vegas. Everyone we met and everything we saw exemplified why Zappos is so successful!

WOW! What an amazing experience! I left this tour so excited about how I can improve customer service at my office! This place has the understanding that your employees are your best investment and they take pride in providing OUTSTANDING customer service! I hope and pray that this is the new model for businesses of the future! Also, huge shout out to our tour guide, the culture outlaw! He's the best!

Came here with fellow workers to learn how they do there magic. The tour was 1 hour long and it was pretty interesting. The staff was really nice and a great experience. Recomended for those who would like to learn an axing work environment

Great your experience. Very informative and interesting, great company and team members. Your Guide ( Ryo ) was great . I would highly recommend this tour. Thank you

Zappos is known for giving generously to the community, but to see that giving spirit come out today first hand for the high school students living in Las Vegas, I was bewildered by how wonderful the company is. They make so many people happy. Mothers were proudly watching their children pick out gorgeous dresses for prom. Free dresses. Given away by Zappos community spirit. Daughters were given dresses for high school proms, manicured nails with bright colors. Hair stylists were helping. The shoes were in rows stacked high. Zappos transformed their entire mall in the old City Hall to give away free tuxedos, prom gowns flowing with beauty, attractive high heeled shoes with styled fashion, and then combined that generosity with free dancing lessons, hair dressers, free limo rides in luxury shuttles. Disc jockeys played music. Today was the first day in 2017 when the heated temperature raised above 90 degrees F. Zappos had bottled water, cool fans, food, everybody was simply happy dancing, shopping, and thinking about a bright future at their high school prom. I was honestly overwhelmed by how much their company embraces the community, especially when I met the proud mothers, who drove their daughters to find a dress. The atmosphere was surrounded with a recognized pride.

Incredible experience on the Zappos tour this afternoon. Their culture, work environment, and employee engagement is something for every company to strive. Our tour guide, Ryo, was extra awesome! #teammaestro

What a great tour and inspiration for your business! Ryo was our tour guide and he was a phenomenal representative of the Zappos brand. We were able to see the inner workings of their organization and see first hand what makes them such a success and the gold standard when it comes to customer service. This is a must do when visiting Las Vegas!

I have done the tour before at the old location twice with my old company. The new location is even cooler. They had some employee lunch and fun activities going on which made it even better. My tour guide was Christina and she was doing an apprenticeship to move to the Culture team and she was amazing. She answered all out quirky, nosy questions and still kept it fun. She was also very friendly to us and all the co-workers. I saw some things have changed like the book at the end that people can take but that makes sense. They didn't have any culture books there to give out either but we can always get that online. Either way, my fiancé and I had a blast during our trip to Vegas by doing the tour. Thank you Ashley from the insights team on hooking us up!

It takes a phone call to unsubscribe from them inserting a advertisement to your email everyday. If you click the unsubscribe link it takes you to another page of advertising. That xxxx me off, this was thr first and last time to buy from them.

The Zappo's tour is incredible! So interesting and led by people who pretty obviously love their jobs. Lots of company history along with current practices, all presented with informally and with a great deal of humor. One of the best hours I've spent in Las Vegas. Free parking for those who drive there and incredibly, they even arranged a ride to take those without cars back to their hotels. What a tour and what a company!

Took the tour again for several reasons. I was fortunate enough to take this tour a few times early on when they were located in Henderson. So from there to now in the beginning stages of the Down Town project I've seen the changes and differences within the tour experience from an outsiders point of view. Honored to see how things have evolved greatly for Zappo. I got to meet Tony Hsieh in passing the last time I was in Henderson. What I can say is overall I always leave inspired and with new knowledge. This time was a treat because I got to see a Zappo friend. Dani "The Culture Kitten" Greer. Always graceful, fun and full of spunky personality. Besides for being gorgeous. I walked in last from the group and Dani remembered me by name instantly. It was awesome to reconnect and see her work her magic. We got to share a couple good laughs. Really nice to see her. Last time I came I was with a major clothing store head honchos and me. So it was a joke at the time. Ok the new tour at the down town location. Nice parking structure and in zappo style. Security tells me "park on the right, walk into the jail cell and take elevator to lobby." HA ha what? Ok. Walking to the lobby I pass the space ship with genie in a bottle style décor. Love it! It's actually an option for meeting space. Through the lobby doors... wow you have security now? That's new! Spacious lobby. Free popcorn, coffee and water. I spot the huge signature Grey Goose bottle on the rustic table. Tony's favorite. The books that Tony has read is now incased and is available for $10 which goes to a elementary charity. Take the tour on the different floors. At the end of the tour we walk away with their culture book. It's just inspiring, fun and a learning experience each and every time. I'll blog in detail my entire experience.

Located just downtown is Zappos HQ where theyve created a tour experience into another level of employee satisfaction and customer service. If you've seen the movie 'internship' about google HQ, imagine that but with all staff as team and friendship in a happy work place resulting happy customers. I'd suggestion this tour for anyone downtown interested in workplace ethics.

Good experience, learn a lot about the company. The only thing is missing is the actual thing I wanted to see ... SHOES!

Holly gave us a tour here. This is place is phenomenal. I'd recommend everyone check it out! And stop by the Container Park when you're done. You won't regret it.

Zappos.com is what I am writing about. My husband ordered a pair of sorely boots on clearance. When they came, the draw string at the top of the boot had come unconnected in the back of the boot and pulled. In order to fix it, it would have cost us about $50 to have a shoe store undo the seems sew in the draw string and resew the seams. Since it was a clearance item they didn't have any more. When I called and talked to customer service it was the best experience I have had with a company. It was like talking to a friend. Very pleasant and understanding. After letting her know what the problem was she ultimately refunded the full amount of the boot. We talked for about 1/2 he 45 minutes about Zappos and Las Vegas and what the company offers to not only the community but people visiting Los Vegas. I am impressed with this company on a number of different levels. They will definitely have my future business and when I go to Las Vegas I will be going to Zappos to look up Amber and go on one of their tours. I did not receive anything for writing this. I just believe that positive reviews should be written as much as negative ones. Give credit to those who have earned it and Zappos has in my opinion. I am a business owner myself and know the value of great customer service. Thank you Zappos....and Amber. You are an asset to their team