"I've just completed my first order with you, and I just have to say that you have truly raised the bar for customer service. Online shoe shopping is risky business - once you place the order, you have to wait for them to arrive, and then the odds are that the shoes will not be quite as cute/quite as comfortable/quite as whatever-it-was-that-made-you-like-them and then you have to pay to return them. You have successfully removed all of the obstacles - the customer reviews are very helpful, the shoes arrive via free next-day shipping, the shoes are exactly as they are represented on the website and if I don't like them, I have up to a whole year to return them, with the shipping on you. On top of all of that, I ordered my shoes on Saturday; I received very prompt update emails prior to shipping, and then a shipping notification email, all within 24 hours. The promise of overnight shipping could very well have resulted in my order sitting around prior to fulfilling for a few days and then maybe I would have had my new shoes by next weekend. Maybe. Not so with Zappos. After the update emails, I was expecting the shoes to ship today and arrive tomorrow - not only did my shoes ship today, they arrived today! (Unbeknownst to me when I placed the order, I live within a few hours of your shipping facility). Even if I did not love the shoes (which I totally do!), you've earned a ravingly loyal customer just by your first-class approach. Thanks for exceeding my expectations! "
Joanne K., Aug 1, 2007
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