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A Happy Zappos Customer Says:

"I wanted to thank you and tell you the reason I shop at Zappos. Recently I ordered a pair of sport shoes to be sent to a hotel I am staying at. I arrived at the hotel on Monday evening, my shoes were supposed to be there. They did not arrive and I was a little disappointed. I contacted customer support and one of the friendly associates answered and told me they could arrive as late as 7:00, she could not see the UPS order on line. I went to the desk around 9:00 that evening and they still did not get there. I called again and they offered to refund or reselect another pair of shoes. I declined as that was the pair I wanted. The next day came and I arrived back at my room to find they still had not arrived. I contacted customer support again and they offered me a gift certificate for my inconvenience and offered to return my money, I agreed because I could see there was a glitch somewhere. Thursday I received a call from the hotel, letting me know something was there for me to pick up. I went by and to my disbelief it was my shoes. I contacted the customer support to let them know my shoes had finally arrived and explained everything that happened to this point. He told me to keep the shoes as I would not be charged again and keep my gift certificate. I have dealt with Zappos in the past for their speed and return process. I live and breathe customer service in the business I am in. To have someone offer this to me ten fold better than I typically train is very impressive. I will be putting my order in for my dress shoes fairly soon. Thank you so much for listening to the customer, promising and delivering customer service you can depend on. I am not saying this for certain, but if I have the time and see the product I will ALWAYS order from Zappos. Good bye shoe stores! "

Michael A.Z., Nov 23, 2007

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