The following is a letter I sent to Zappos.com customer service this evening…
Hello fun people at Zappos,
I wanted to let you know that for the first time in all the many years I’ve been a customer, I truly felt your company has let me down.
Today I intended to shop for women’s swim separates on your site because I knew you’d have a large selection to choose from. Lo and behold, I was correct. When I hit the button to browse through women’s swim bottoms up popped 1,091 items. Hooray! But my excitement was short-lived, because when I applied the ‘Plus Size’ filter to my search, all of a sudden those 1,091 items dwindled down to 10. That’s correct. You have exactly TEN items I can choose from for my size 18 derrière.
Let me tell you a little bit about myself, my Zappos friends… I am a beautifully well-proportioned woman. Although, technically, my BMI would land me somewhere in the ridiculously exaggerated catagory of ‘obese’, my size does not define my attractiveness. At age 43, I am extremely comfortable and confident with my body just the way it is and I enjoy prancing around in my bathing suit far more nowadays than I ever did nearly 30 years ago when I was a size 10 and had a socially-induced negative self image. Sadly, the powers that be at Zappos.com don’t think my shapely size-18 body deserves to be clothed as nicely as someone who wears a size 0-12.
Whether the above statement is representative of your company values or not, the proof is in the product selection. Don’t get me wrong, Zappos, I wasn’t expecting you to grant me an equal 1,091 plus-size options, this isn’t Bernie Sander’s America. But I did presume that at least 10% of your merchandise might be suitable for the nearly 40% of American women who are currently labeled as obese (according to healthstats.org) …not less than 1% of your total products. Any savvy businessman could see that you are severely limiting your sales by not providing for a larger segment of the population (pun very much intended).
This incident makes me sad. Sad that I’ll have to take my business elsewhere – for lack of options, not for lack of interest. And sad that a company that I had grown to trust, whose praises I had sung to others, has shown me that they don’t care much for me…or for anyone who isn’t what the media deems to be the ideal size.
With sincere disappointment,
Kristin Williams (AKA 204lbs of Loveliness)