Review
Service is the product here, and the app reflects it: free returns for a year removes all risk from buying shoes unseen, which is the category's central problem. Fit and width filtering is unusually thorough. A strong rating across 693,000 reviews.
Screenshots
Functionality breakdown
Commerce
- Apple Pay
- In-App Checkout
- Product Reviews
- Size Guide
- Wishlist
Engagement
- Push Notifications
Personalization
- Account Dashboard
- Order Tracking
- Personalized Recommendations
About Zappos
Zappos is an American online retailer of shoes and clothing, famous less for its range than for its service — free shipping both ways and a 365-day return policy.
Acquired by Amazon in 2009 but run independently, the business built its reputation on customer service so unusual it became a management case study.