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A Happy Zappos Customer Says:

"I wanted to let you know that your company is FANTASTIC!! I've never worked with a company -- retail or online -- that is so committed to customer service first! You can have the worst shoes in stock, but your customer service team, responsiveness, and care and concern for your customers would make me want to buy mud from you all! I'm a huge believer in customer service, customer loyalty, and concern for doing what is best for the customer. It provides repeat business and loyalty-- and it is clear at Zappos that your management believes in this philosophy! This is exemplified by my most recent order of Rockport Dansville shoes. They're AWFUL shoes! I purchased them hoping for comfort, quality, great looks, and price. I travel a lot for business and I need a pair of shoes that will keep up with me. Based on the description and customer reviews, I purchased the shoes -- and they're so UNCOMFORTABLE! Worst shoes I ever purchased. I was between airports on the evening of my first day wearing the shoes, called Zappos customer support, spoke with a gentleman about my situation -- and he said no problem -- even though I had already worn the shoes!! I couldn't even believe that I spoke to someone at 9:30 at night! I told him another shoe I was looking at, Johnston & Murphy Dobson Venetian, and he said not a problem! He processed the return with the free shipping label for my awful and horribly uncomfortable Rockport Dansville shoes and then charged my credit card, which was on file, for the J&M shoes. The next morning, I was pleasantly surprised to have received confirmation that they were shipped. I CANNOT believe how fast you guys work!! I also CANNOT wait to take these awful shoes off of my feet. Bottom line: you streamlined the order process, effectively managed my frustration, and efficiently processed simultaneous orders in no time at all. Your customer service team is AMAZING and I only wished you owned every online retail company. You have an exemplary staff and your owners should write a motivational book for all sales people on how to efficiently run a business from the ground up focused on customer service first! Well done -- and thank you for taking these awful shoes back!! Daniel G."

Daniel G., Aug 3, 2007

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