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A Happy Zappos Customer Says:

"To whom it may concern: I would say that out of all of the letters I write to companies in a year, 95% of them are complaints. It seems we are eager to point out mistakes and contact like crazy when we do not get good customer service, but it takes a special kind of company to have customers write letters of appreciation. It would not surprise me then, if this were the millionth letter you received today alone about the great job your company is doing. I was not familiar with Zappos a few weeks ago. I had heard the name before, and for a while considered ordering a pair of Heelys (decided against it after a stern lecture from my daughter's pediatrician). Then, a friend told me about her great experience with Zappos, so I thought why not? I am so glad I found you! I do a majority of my shopping online, and I bet I average at least one purchase a day! However, I have NEVER encountered a company like Zappos. I have ordered from the largest companies (who you would think WOULD give good customer service) to the smallest like Bob's Chicken Shack (fictitious name :-)), and although I have received great service from some companies, I have never received service like Zappos! The shoes come overnight, which is a miracle in and of itself (not to mention this service is FREE!). But what makes Zappos extra special is the superb customer service! The people answering the phones are genuinely happy and pleased to work with you! They tell you what a great deal you have found, and compliment your choice of shoes (I thought this may be fake, but when I ordered the hideous shoes, my CSR was quick to point out they must not be for me :-) ... they were not). Zappos makes me feel good about buying shoes, and makes it a wonderful experience. Zappos is by and far, hands down, the BEST company I have had the pleasure to do business with. Thank you for the great service! Sincerely, Jonna Z"

Jonna Z, Dec 24, 2007

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