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 |  | Dear Sir or Madam, I was recently given a gift certificate for Zappos.com. specifically to get a good pair of walking shoes following major surgery this winter, in order to facilitate my Physical Therapy. I encountered some difficulty online and was referred to your Customer Service telephone line for assistance. I spoke with the most delightful young woman who handled the problem with ease, patience, and made the experience most pleasant. I was amazed to receive the shoes on Monday, and proudly wore them to Physical Therapy today. I shared the encounter with my Therapist as I demonstrated my improved gait in the shoes. I have purchased gifts for others on Zappos.com in the past with no problem whatsoever. I hardly considered Saturday's glitch as a problem. Your customer service straightened it out and expedited my order as well. All of this only made me a more fervent believer in the Zappos experience… then something magical happened. When I returned from Therapy, there were the most beautiful display of yellow roses on my doorstep. The note attached indicated they were from the Zappos family. Mere words cannot express my gratitude for both the assistance and the well wishes from your staff. Yes, Zappos exceeded my expectations in every way. Thank you. I will be an avid Zappos customer and advocate. I have often recommended Zappos to others. Now I can say I was truly touched by your generous and thoughtful gesture. And the shoes are great, too! Thank you again. Mary-Margaret Past, present, and future Zappos Customer. |  | ~ Mary-Margaret, April 29 2009
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