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A Happy Zappos Customer Says:

"I work for the Department of Corrections as a psychologist. I recently had my identity stolen and an order was placed through Zappos.com via PayPal. The matter is in the hands of the police. I wanted to take a moment to let you know that your company has been exceptional during this process not only compared to the dismal, disrespectful treatment I have received from PayPal and others. The police and the detective have both made comments, with surprise, regarding how cooperative Zappos has been as a true partner with law enforcement in this matter. I think that this is even more relevant because, to a large company such as yours, my 'loss' is small but to me it has been devastating in many ways (Zappos has fully refunded the money at this time). I think that this factor has allowed for PayPal and others to brush me to the side and, again, Zappos has not done so. You probably don't need me to tell you, but I think you have an exceptional customer service system in place. The irony is I had never heard of your company prior to this theft. My first contact was because your website was the venue through which a criminal inserted themselves into my life. And yet, I am likely to become a Zappos customer in the future, although I will have to figure out a way to order without the internet! Given that your company was also victimized by this criminal, I hope for both of us that they are able to catch this criminal, however, I wanted to say thank you before I am likely told at some point that the internet trail went cold or that the police resources are better placed elsewhere at which time I will probably feel frustrated again and less likely to tell you what a great organization you have. Thank you, "

Jeff G., Apr 4, 2009

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