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A Happy Zappos Customer Says:

"Dear Mr. Hseih and the great folks at Zappos.com: I would be remiss if I didn't write to tell you how very impressed I am with your company and especially your fantastic Customer Service employees. My wife ordered a pair of dress shoes from your company for an upcoming family wedding. When the shoes arrived and she realized that they would not be correct for her gown, she made a return request to Zappos. A return label was provided to her and she sent the product back via UPS. Unfortunately, because the tracking number had been used before, the UPS system would not allow us to track the package to insure that it indeed arrived back to your warehouse. So, she called and what happened next is nothing short of amazing to me. A customer service rep told us about the problem of tracking the package, but, said not to worry, he would notify us when it arrived. Frankly, as nice as he was, I found that hard to believe in this day and age of "no customer service." Well, you guys blew me away. Not only did he call back, he called again to let us know that a credit was posted on her credit card account as well. I about fell over! I truly did not know that there was a company left in America that still cared that much after the sale. I worked my entire career in a customer service industry and have watched the slow decline over the years. You folks are truly a breath of fresh air, and, more importantly, a most welcome idea. So impressed was I, that I made my first order on Sunday, 03/31/07 and just got the shoes this afternoon. They were perfect, fit perfect and all in less than 48 hours. Please keep up the great work you are doing, well done to all of you. I only wish you had a call center here in Connecticut, I would be leaving early retirement and applying for a job! And, if you ever go public, I would be buying stock. My best wishes for a successful venture for many years to come. Sincerely, "

Frank C., Apr 11, 2007

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