They&#x27;re struggling because they typically hire young, professionally immature employees that treat any new process as an encroachment on their fiefdom. When I worked there getting anything done across departments required buy in from the executive team that had to force people to do their jobs.<p>The zappos comparison doesn&#x27;t really work anymore. They dropped free 2-3 day shipping because they were losing so much money and phone support has gone downhill.