Based just on my experience I would say Zappos does have the same problem, but I guess the margins are high enough to overcome it. I frequently buy shoes from Zappos and end up buying either a bunch of different shoes and returning most of them, or buying two or three sizes in one shoe and returning the ones that don't fit. So I think the OP comments were spot on. Just because something is a significant problem, doesn't mean it's something that can't be overcome.