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A Happy Zappos Customer Says:

"Wow. You guys and gals *rock*! :-) I placed an order yesterday afternoon (Thu, 10 July 2008) at 4:13 PM EDT - or, 13:13 PM PDT, as shown on the acknowledgment email I received for the order. Your web site clearly states that orders placed after 1 PM Pacific time will be processed the following business day. That's cool. My order went in "too late" for processing yesterday. Anyhow, I opted for the free, regular shipping, so I expected to receive my shoes sometime around the end of next week. I guessed around Thursday. I checked the UPS tracking number earlier today and was astonished to see that the package had made it from your facility in Shepherdsville, KY to the UPS regional delivery center in Edison, NJ by 8:45 AM this morning (Fri, 11 July) - even with UPS indicating a delayed flight and late arrival into the Garden State. Since there was no "out on the truck for delivery" mentioned in the tracking info I expected the shoes to arrive on Monday since Big Brown doesn't deliver on Saturday. I even called the UPS toll free line to inquire. The rep said that she didn't see the package listed as out for delivery today and I should receive it on Monday, 14 July. She apologized, too! I'm home from the office today, so imagine my surprise when the doorbell rang at 2:30 PM and I looked out the upstairs window and saw the UPS delivery guy punching stuff into his hand-held device and climbing back into the truck. My shoes were on the porch 22 hours and 15 minutes after I hit 'send'. That's service with a capital 'S'. :-) I have to confess that I ordered the same shoes (different color) on Saturday, 28 June from an online competitor. They also offered free (ground) shipping, but the price of the shoes was $4 less than the Zappos price. Those shoes finally arrived here on Tuesday, 8 July - and with hardly any communication from the company to help me (no tracking number provided), I started to inquire about the package at USPS the day before it showed up. Obviously, I really liked the shoes and decided to get them in another color. I immediately went to Zappos.com and you folks had the shoe in more colors (all in my size) - so I bought *two* more pairs! :-) I didn't mind that they cost just a little bit more. I knew from past experience with Zappos that the shoes would arrive more quickly and that I would be satisfied with the delivery service. I didn't have any idea just *how* satisfied I would be until the doorbell rang a little while ago! Forgive me for the temporary lack of judgment and disloyalty – I repent, and I'm back to stay. :-) So, a big thanks to all of you - especially to the person who picked and packed my shoes a few hours ago out there in Kentucky, then whisked them off to a UPS plane so that I can wear them today. Here I sit, typing this email, green sandal on my left foot, tan sandal on my right, trying to decide which pair I'll wear this evening. If only *every* decision we must make in our lives were so simple and delightful. Thanks for the "dilemma", Zappos team. ;-) Dana S."

Dana S., Aug 6, 2008

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