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A Happy Zappos Customer Says:

"I just wanted to write and say "Thank You" for the phenomenal customer service I received recently. I am a long time customer of Zappos (since 2003) and have always relied on you for your great selection of wide shoes. I take a medication that causes my feet to swell, so buying shoes can be rough for me. Your free shipping both ways and no hassle return policy lets me order several pairs to try on and I just send back the ones that don't fit. Fortunately, I live in Florida, so I can get away with sandals most of the time. Finding closed in shoes is something of a nightmare for me. Recently, my aunt passed away and I was determined to attend the funeral in appropriate shoes (not sandals). I contacted Zappos customer service regarding my shoe order of three black slip ons and advised them that I needed the shoes quickly as the funeral was in just a few days. To assist me in getting the right shoes on time, they upgraded my order to overnight shipping at no extra charge to me. After trying on the shoes, I needed a size change and they sent out the new size overnight and processed the exchange without even having gotten the original shoes back yet. They just trusted me to send them (which I did). By the next day I had the perfect shoes for the occasion and they fit. All thanks to Zappos. The next day there was a knock at my door and to my surprise it was our local florist. She had a basket of flowers for me. I assumed they had to do with condolences regarding my aunt's death and thought they must be from a friend. Well, they were from a friend, but not the kind I thought. The flowers were indeed in sympathy for my loss, but the card said they were from Zappos. I couldn't believe it. I was just dumb-struck that an internet company would care so much. I told all of my friends about this and everyone just says "Wow". I have worked for Walt Disney World for many years and I know a thing or two about customer service, but Zappos beats anything I have ever seen. Thanks Zappos. Your Ever Loyal Customer, "

Stephanie C., May 21, 2008

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