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A Happy Zappos Customer Says:

"Dear Zappos staff: I'm writing to thank you for the great service I received recently from your wonderful company. I'm a female motorcycle rider with very specific needs in riding boots. Before finding Zappos I'd vowed to NEVER purchase shoes/boots on line again; I was disappointed too many times with ill-fitting boots and the hassle of returning/exchanging/paying the shoe-repair downtown to try to make them fit better. Then as luck would have it I was tempted by your Ladies Chippewa Engineer boot at an unheard-of price. I couldn't resist, and actually cried when they arrived in my usual size but were too big to be workable. A nice, cheerful lady in your customer service department gave me the bad news that at that time they were not available smaller but there would be no problem returning them. I experimented with workarounds for a few days but came to the realization I had to send them back :-( So I called Customer Service again and another nice and cheerful lady said the magic words: "We have one pair in a 7.5. They'll be on your doorstep soon." She instantly emailed the return label and despite how busy you must be at this time of year, 24 hours later all was done. The UPS guy picked up the size 8 boots and dropped off the 7.5s, and lucky I never even had to leave the house! Another nice surprise was that the boots had gone off-sale in the meantime but I was not charged another cent. Zappos couldn't have made much off this sale but if nothing else I would like to express how much I appreciate your superb customer service and return/exchange policies, the timely emails confirming the order, updating the shipping status, and notifying me that the returned boots were received. I also appreciate your allowing customer's to post their comments about the shoes/boots...I found them very helpful and was glad of the opportunity to post my experience as well. You now have a customer for life and it's my pleasure to tell everyone about Zappos. If you like, please feel free to post any portion of this letter on your website and share it with your wonderful, hardworking staff. Morro Bay, CA "

Judi B., Jan 12, 2007

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