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A Happy Zappos Customer Says:

"Customer Service is so hard to find these days, except for Zappos! I am truly "wowed" by the individual service each customer is afforded on every level. When I recently purchased a pair of Naturalizer shoes, I selected the store credit instead of a refund. I had to return the shoes for the next size up and called Customer Service. I was in a hurry for my shoes and the customer service rep gladly changed the store credit for a refund, and also sent out the new shoes immediately. As if that wasn't enough, she also went one step further and offered me VIP status! I can't say enough about your team member. We chatted about Zappos and my order, and we chatted regarding the role Zappos played in a recent Celebrity Apprentice episode. She made me feel like we were old friends and what I appreciated a lot was the fact that I wasn't "bothering" her as so many employees these days make customers feel. We had many things in common, our family history with the automobile industry, the state of the economy, etc. Empowering your team members to make customer service decisions on their own is a wonderful concept. We both truly enjoyed our conversation and I thank her and Zappos for choosing to give me VIP status. The other day I received a post card from the same customer service rep with a personal note. She was hoping I was enjoying my new shoes and thanked me again for "allowing" her to assist me. The pleasure was all mine, my only regret is that I was too busy and I hadn't had time to write this email regarding my experience. The shoes are very comfortable and I plan to walk the campus this coming weekend when I attend the college graduation of my youngest son… which reminds me, I also ordered boots eons ago to attend a winter carnival way up north for my oldest son. Average yearly snowfall is 203" at least. The boots kept me warm and dry while viewing snow statues outside in February, just as your write-up claimed. I am awaiting a new order, which I placed today, and I'm sure it will arrive tomorrow. My husband also uses Zappos for his athletic shoes, and it's so nice to view all the choices online and order, knowing no matter what, we can always return them. Free shipping both ways is another plus, but it's the customer service that keeps me coming back for more. I even joked to your team member about hiring me for a "stay at home" position if ever there was a need for one. I could be your loudest voice for customer service, right behind her, ha ha. One other note, I clicked on the link to your furry customer friends. I was thinking you supplied animal clothing or shoes or something. To my surprise, I found all the photos of the animals who enjoyed the Zappos packaging. I thought that was very ironic since my cat, Rambo, did exactly the same thing once I emptied the box. I moved the box to a counter top, which only caused him to jump on the counter and tap dance on the lid trying to get in. Keep up the good work Zappos, a company truly dedicated to its customers. Sincerely, "

Janet E., May 8, 2009

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