Scott is heading off to Canada for a few weeks and I thought I’d stock up on all my online shopping that is too expensive to ship to Australia. (As an aside, places like Amazon charge just as much to ship to Canada as they do to Australia - they just tried to charge me $65 shipping for a $20 pair of shoes!)
So off I go to Zappos Canada. My only gripe with Zappos so far has been that they don’t ship to Australia, I love everything I read about them, from their customer experience to their call centre.
So I was incredibly disappointed to see this incredibly bad interaction design experience with ordering from their Canadian store.
I added items to my cart and went to check out to get totals.
The next page pops up a javascript alert, at which I pressed ok after scanning it briefly.
I kind of read that I was being charged something but figured I’d get all the details on this page, it was just alerting me to get my attention.
But no, after adding all my address and billing details, I was being asked for my credit card and then told to press “order” only once. Hey Zappos, how much are you going to charge me?? Where is my total?
I imagine this page has an astronomical attrition rate as everyone does what I did - thought “how much was my total?” and left the site completely.
It mentions at the top there is $10 postage. Then I had my total from my previous page, and then a popup (that won’t repeat) about some cash also being charged for tax.
So I’m guessing I’m being charged somewhere around $100 for this, but as the price was on the previous page, I have no way of understanding at this point how much my order costs.
There is also no “back to previous page” button in the ordering process, so I can’t safely use the browser back button without wondering if they are going to lose all my details.
It would be so simple to have the total added on this page, for the comfort factor before you press “Checkout” - or even adding another page that you can confirm before you finalise your order.
I’m not sure I’m going to bother after all that…
This post is tagged under: customer experience
