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 | I now know that Bigfoot really does exist. I had a slight problem with my online order (the full address field wasn’t showing.) I girded myself for the horror of 1-800 calling and the endless menus, then the inevitable incomprehensible conversation. The number rang, and someone answered! Someone who was polite, knowledgeable, AND someone who offered me free overnight shipping for my trouble! I received the shipment in less than 24 hours. Now, if anyone were to tell me that they’d seen a UFO, I will say, "You know what? I’ve seen one, too!" |  | | ~ Anonymous, 2010-07-28 | | | This was my first time using Zappos.com and I am very happy with the prompt, friendly, and courteous service demonstrated by your company throughout the process from selection and ordering to delivery. You have a great selection that's better than that of any brick and mortar store I've seen and shipping was amazingly fast. I will definitely use your service again and happily recommend you to all my friends.
Cheston S. | | | ~ Cheston S., 2010-07-22 | | | I work at a company located in Tarpon Springs, FL. Of course, we're all (almost all) Tampa Bay Rays Fans. Dave, one of my coworker's, is from Chicago and loves the Cubs. I sent out an email asking everyone to wear their Rays shirts, except Dave. I told him to wear his Cubs gear. I had someone take a picture of all of us wearing our gear and submitted it to Stubhub's Ultimate Fan contest. The winner gets all kinds of great stuff (if you’re a Cubs fan). Throw out the first pitch at Wrigley, watch batting practice, travel, hotel, etc...Although, Dave didn't win the Ultimate Fan contest, he loved the fact that the whole company supported him and we all had a lot of fun! If it wasn't for reading your book, Delivering Happiness, I wouldn't have thought to WOW someone at work or even the confidence to send out the email asking everyone else to wear their TB Rays gear. You're an inspiration! Stay awesome!!
Lynne T. | | | ~ Lynne T., 2010-07-21 | | | For years I have judged companies using the standard set by a certain catalog company. I have never dealt with a company, brick and mortar store or online, that equaled that standard until this week. I placed two orders with Zappos. The first order took 48 hours (not counting the weekend with no UPS delivery) to arrive. The second took 24 hours. And, of course, the shipping was free. The second order upgraded to next day, thank you. With your selection, service, free shipping, and return policy, it's very difficult to shop elsewhere. The gold medal podium will now be shared by two exceptional companies.
Thomas K. | | | ~ Thomas K., 2010-07-20 | | | I wanted to compliment you on your excellent customer service in your returns department. I was very pleased with the personable manner and understanding on how important it is for my son to have his replacement Heelys as soon as possible. I definitely will keep your site in mind for future purchases. Blessings.
Gary S. | | | ~ Gary S., 2010-07-19 | | | I always read books that “fall into my lap” I believe it's an obvious message sent by a higher power - or a marketing tool. Tony's book about your company was the former. I've been in the training and development business for over 25 years. My experience is with call centers, customer service, and management development. I've had positions of leadership in financial institutions, entertainment companies, and law firms. In all the years I've been teaching and writing programs, I've NEVER understood why all companies, except yours, put millions of dollars into marketing and advertising and NOTHING or little in comparison into training. I'm currently a partner at a firm in New York City and I'm STILL trying to convince our clients that training employees is the key to effective management practices and customer service but it must start at the top! When I read that your company spends more time and money on training than advertising and that you insist that ALL employees go through training I had to hear it for myself. The thought of employees in legal going through training put a smile on my face - don't they know everything already? But I digress...Today I called your call center to see for myself. All I can say is WOW! I called today, Saturday at 1:00 EST and spoke with a woman who just celebrated her 1-year anniversary. I told her that I was planning on using your website for a customer service class I teach called Creating Client Delight. In the class I conduct an exercise where I contact various call centers on speaker to demonstrate companies that are WOW (from now on I'm using yours) and companies that do it poorly (take your pick). I was NOT disappointed. Wow, Tony! I'm impressed. It sounds like you've created the kind of work environment I've been preaching for years! BRAVO! BRAVO! BRAVO!
Sincerely,
Louis S. | | | ~ Louis S., 2010-07-18 | | | I just wanted to take a moment to let you know how much I appreciate the Zappos customer service and policies. I just returned a pair of shoes--only because they did not fit right. I was extremely impressed with the free shipping both ways and quickness in which my shoes first arrived! I am size 11 and it is often extremely difficult to find cute shoes that are my size and do not look like they are made for senior citizens (I am only 21)! I love that your site has so many choices in my size and the prices are very reasonable. I will definitely be purchasing more items from Zappos in the future.
Susanne W. | | | ~ Susanne W., 2010-07-17 | | | WOW! I placed this order Sunday afternoon West Coast Time, it was shipped yesterday, and it arrived on my doorstep TODAY via UPS! How cool is THAT?! Well, there's a bit of a story behind all this...My husband (a UPS driver in downtown San Francisco) wouldn't tell me for the longest time what he wanted for Father's Day! I had a few ideas, but when he FINALLY suggested that he wanted navy blue cargo shorts (he already has gray ones) that were not "jeans" (meaning denim--he already has those, too), I thought I'd try to get him his favorite brand (Levi's, even though he would have been okay with Lee or a store brand) in navy blue "cloth" because he'd definitely get a lot of wear out of them. Well, a major department store chain had these same Levi's on sale but GOOD LUCK FINDING THEM in navy blue (popular color) in a size 40 (popular size)! Online—sold out. Any store within a 40 mile radius--sold out. So I Googled the style name and size and eventually I found Zappos (wait, I thought they were a shoe store--in fact, I bought SHOES from them once!), and they were in stock. Now the price appeared a bit prohibitive, but supply and demand, right? Well, when I found out I wouldn't be charged sales tax NOR would I be charged for NEXT DAY shipping (which I thought was a misprint) and I realized that I didn't have to knock people over at various malls trying to find a knock-off version of these shorts in the same size and color, well... hopefully my husband will love these cargo shorts as much as I loved my shopping experience!
Kim R. | | | ~ Kim R., 2010-07-16 | | | Whenever I call Zappos with a question or concern they are right on it and know how to take care of business. You will not get the wishy washy call back 100 times "customer service" where the left hand doesn't know what the right hand is doing. My most recent story is that they helped even though I had altered the shoe with a sticky insert. Since the shoe wasn't really returnable my representative said “Just promise you will donate the shoes to someone who needs them.” They did give me a refund and you can be sure I have gotten the message out. This company has the right idea, why can't the rest of the world operate like this?
When I order shoes it is a no brainer I will go to Zappos, when I recommend a place I will recommend Zappos. Win-Win for Zappos and that is why they are doing well when other places are failing miserably. Worth taking the time to do a great review. Go Zappos!
Shelly S. | | | ~ Shelly S., 2010-07-16 | | | What a pleasant surprise to receive Delivering Happiness!! Your company never ceases to amaze me, with your thoughtfulness and really making people happy with their thoughts of you. Thank you for the book which I am sure will be a treasure of knowledge.
Marcell M.
| | | ~ Marcell M., 2010-07-15 | | | Thank you for the emails regarding the refund. This is why we always come back to you to shop for footwear and probably other items in the future. You people are the best! Thanks again for being there.
Sincerely,
Elaine B.
| | | ~ Elaine B., 2010-07-15 | | | I have been a customer for several years and I want to say thank you! You have never let me down and have always exceeded my expectations. Recently my husband called me from Alabama. He is down there working on the oil spill and is meeting with BP executives. He called because his black dress shoes of many years finally bit the dust, and he asked me to please try to find him a new pair. I immediately went to your website. I ordered the shoes at 5PM on a Wednesday and he had them by 10am the next morning! Amazing!! We live in a rural area in which we have to drive about an hour to get to mainstream stores or a mall. You are the perfect company for me and my family. We appreciate your fabulous service especially in this era when it seems like good service is a thing of the past. Keep up the great work!
Your loyal customer,
Millicent S. | | | ~ Millicent S., 2010-07-14 | | | I love, love, love Zappos! I used to shop at a high end department store - now I just go online to Zappos and you have everything I love! PLUS FREE SHIPPING! Your customer service folks are so nice - they go out of their way to help people. I think this is such a great company - and I love your products! I've gotten Crocs, Hunter Wellies, Keen shoes, great t-shirts and jeans - you have it all!
Jenna S. | | | ~ Jenna S., 2010-07-13 | | | What a pleasure it is to know that there's a company that understands the value of its customer base. I truly appreciate free shipping. However, the email notification specifying the same day shipment is a bonus. It makes me eager to be a return customer. Saving on shipping greatly helps my financial situation and expedited shipping will allow me to quickly receive a needed purchase. I've searched for more than a year for slippers for my daughter and only at Zappos did I find the quality and style I desire.
Signed: A satisfied customer. | | | ~ Anonymous, 2010-07-13 | | | Hey, I've been meaning to shoot you guys an email for a while. Back in the fall of 2009-2010, our family lost both my mom and my mother-in-law. One of your customer service people worked so thoughtfully and diligently to help my sister-in-law out with a pair of boots. It was a silly thing, but really meant a lot at the time. Afterward, the rep went so far as to have a floral arrangement sent to her home. I just wanted to thank you guys so much. You have the loyalty of our entire family for however long you are in business. Thank you again for a kindness and a service ethic we just don't find much in our world these days.
Florence W. | | | ~ Florence W., 2010-07-12 | | | I just wanted to send a quick email to express my happiness with Zappos. I called once before to change my address and expressed my happiness with your company to the customer service agent and due to my order history she made me a VIP member, so now I always get free overnight shipping. I received a pair of shoes today that was too small and I called about it and was more than happy with the service I received once again. I am being sent a return label, but even better I am receiving the size I need tomorrow. Thank you so much for being a customer driven company with some of the best customer service I have ever seen...unfortunately it is rare these days. I am already a loyal VIP customer, and constantly try to turn my friends and family onto your company, and I will continue to do so. Thank you again.
Cheers and best,
Scott A. | | | ~ Scott A., 2010-07-11 | | | All I can say is WOW. I ordered my first pair of shoes and they arrived at my house the very next day! They fit great and look even better. Your Live Help customer service was very helpful and your site is very easy to navigate. From here on out, I will be ordering all my shoes from your website. Thanks Zappos!
Joshua W. | | | ~ Joshua W., 2010-07-10 | | | I would just like to thank you for your amazing service. I have used your company for shipments, and I am always impressed with your work and how quickly I am able to get what I have ordered from you. After the first time I have ordered from your company, I have bought from your company a couple more times, and each time I have been impressed. Each time we have used your services, you have put us on free overnight shipping, giving us our order in less than twenty-four hours. This has been a life saver for me. I once forgot to order a present for my friend, and when I ordered it from you, I got it the next day. Your service is impeccable, and you can expect me to be using your business for years to come.
Sincerely yours,
Morgan B. | | | ~ Morgan B., 2010-07-09 | | | He called to say what a terrific company Zappos is and how thoroughly impressed he is with the Returns Department in Kentucky. Last month he accidentally returned his checkbook in the box with a pair of shoes he had purchased for his wife. For the last month, J. has been, 'going out of his mind' trying to locate the checkbook. The KY Returns Department really went above and beyond, and actually sent him back checkbook! J. was so shocked, amazed, and beside himself with disbelief that a company would do this, that he felt he absolutely needed to call and give accolades to Zappos! He said he and his wife will be sure to circulate their story among family and friends and his experience truly is, 'one for the books.' | | | ~ J. Irvin K, 2010-07-08 | | | I just don't think your staff could get any better. Love everything about your company. Shipping, pricing, product and especially the e-mails. Love the humor, the uniqueness, reality, honesty. Have already told a number of my friends about your company. Signed, A VERY SATISFIED customer, Jim S PS. Love you too! Ha! | | | ~ Jim S, 2010-07-08 | | | Your company is one of the best in the world. If every company followed your detail to customer satisfaction, including service companies, there be a lot more honesty and trust in the business world. Profit is essential but so is customer satisfaction. I just wish you had a locale near where I reside as I would love to work for a company like yours. Here's an idea that I bet you have thought of. When returns come to you they could be shipped to outlet stores in malls and sold at tremendous discounts. It may take away from people buying the first rate merchandise and wait for something at the outlet, I don't know. I also don't know what you do with your returns. The mall stores could be in your name increasing brand recognition. Thanks for listening I have to go as my dog is eating my TV remote as I type. Tom P | | | ~ Tom P, 2010-07-08 | | |
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