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A Happy Zappos Customer Says:

"I purchased a pair of men’s Clarks shoes at Younkers in Appleton, Wisconsin on November 9, 2007. I was very satisfied with the shoes until I discovered that both shoes had developed a large horizontal split on the soles located roughly 4 inches down from the tip of the shoe. I became aware of the defect three days ago; after walking through some small pools of water on a sidewalk after a rainfall here in Wisconsin. Later that evening I searched for the Clarks manufacturers’ website anticipating a form of contact to inform Clarks of the shoes developed defect. I found my way to zappos.com and contacted a customer service representative via telephone for direction in contacting Clarks. She informed me that Zappos handles Clark’s returns. I was asked what I found to be defective with the shoes; I stated that both shoes had a large split in the soles and that water was entering through the split. The Zappos customer service agent informed me that some Clark’s shoes have in the past had the same issue regarding splitting soles. The agent asked me what the name of the shoes was but I was unsure. She searched the Zappos website and found a comparable pair of shoes for $93.95. She then proceeded to set up a Zappos account for me and made a note that I was authorized for a replacement up to $93.95. I asked for the mailing address to where I should send the defective shoes, but the representative stated that we really don’t want your old shoes. I couldn’t believe that Zappos didn’t require some form of proof that I indeed had a defective product. Later that evening I called Zappos to place an order. I decided to purchase the Clarks Un.seal shoes for $128.95 and pay the $35 difference in price. Before I could inform the customer service agent that I didn’t have a problem paying the additional $35 for the shoe upgrade; she placed me on hold so that she could speak with a Zappos manager to authorize the $128.95 pair of shoes in place of the $93.95 pair without an additional charge to me. After being on hold for a very short period of time, the customer service agent resumed the telephone call and informed me that the upgrade was authorized. She also informed me that Zappos would upgrade the method of shipping to UPS Next Day Air at no additional charge. Once again I never expected such great customer service even to the extent of shipping. Less than 24 hours after first contacting zappos.com, I had the new pair of Clarks in my possession as promised. I never would have envisioned that Clarks would have stood behind their product as they had. My notion was that Clarks would have either said that the shoes were four months old and now my problem to deal with or they would have given me some form of a merchandise credit to place towards future Clarks shoe purchases. I never expected or envisioned a new pair of shoes that is better than the old ones. I would like to say thank you to: Zappos, Clarks, and the three customer service agents with whom I spoke with at Zappos. The agents were amid the top percentile of best customer service agents with whom I have ever spoken with. Our hope is that our focus on service will allow us to WOW our customers, our employees, our vendors, and our investors. We want Zappos to be known as a service company that happens to sell shoes, handbags, and anything and everything. Zappos customer service truly has wowed me. I am finding myself forgetting about the shoes and thinking of Zappos outstanding customer service. In college I remember constantly reading marketing textbooks and hearing from professors that customer satisfaction is the number one priority. This is truly the number one priority for Zappos. I am sure that the extra money spent to satisfy customers’ needs and wants, in return reaps much greater profits than what is spent satisfying them. I have known for a number of years that Zappos was an online shoe retailer, but before a few days ago, have never visited zappos.com. In the future I can guarantee that I will be a returning and loyal Zappos customer and also recommend Zappos to whomever I know is in the market for a new pair of shoes. Thank you again, and the best of luck to all of you at Zappos. "

Jordan G., Mar 12, 2008

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