I ordered a very large shipment from Zappos $8000), and because I had just moved, I misplaced a few packages and didn't realize I had received them. I then called Zappos and told them I found the packages. I then found that Zappos had put a hold on my account for fraud after this, even though I had been a loyal customer for 10 years and never had any problems. I was made to facilitate my returns with a representative in Jamaica, who made several mistakes on the returns label, mislabeling the sizes of some items. She told me, "Don't worry - they will individually scan each item and refund you." Now Zappos is saying many of these items were not received to their wharehouse, and are refusing to refund me over $1500. I have made countless phone calls, emailed customer verification, and they are still refusing to work with me. I sent them the documentation of my return receipts, and they said "we don't open attachments." I'm not sure how else to send the evidence? I have disputed with my bank, and now I am disputing a second time. I may have to sue them in small claims court. I have never had such a frustrating customer service experience, and I believe Zappos does not scan items individually in the wharehouse if you are not set up to get automatic refunds when you send returns (they did not give me the option of returning my own items through the system, because of the hold on my account they made me call to have a representative make the labels).