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A Happy Zappos Customer Says:

"To Whom It May Concern: I hope this will go to the correct person. I want to compliment your company on its commitment to its customers and quality of service. You guys have always been excellent, but this morning I discovered that extra mile you will go. A few days ago my wife came out of a coma. It was a blessing I was never sure would come to pass. After a couple of days I surprised her with the pair of Keen Saratogas that she had asked me to order for her the day before her accident. The smile on her face was unbelievable! I put them on her feet and discovered they were a bit too small. I could see she was a little disheartened. So, I called your company and spoke with a young woman. She was so sweet! Even though it had been so long since when we received the shoes and the box was gone AND that style had been discontinued, she was so nice and found a newer version of the shoe and made the arrangements for an exchange. She even set it up for next day delivery! I can't wait to see the look on my wife's face when I put the new shoes on her feet. I'm almost in tears typing this e-mail. You guys have gone above and beyond excellent customer service as far as I'm concerned. You already had a customer for life in me, but now you have two customers for life! I know that in the big scheme of things a pair of shoes may not be so important, but in this case, it is. You guys have made my wife and I very happy. We won't forget that. Give yourselves a high five and then go give your customer rep. a raise. You people are awesome! Sincerely, "

Jeff M., Mar 28, 2008

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