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A Happy Zappos Customer Says:

"Dear Tony, Recently over the Memorial Day weekend my father in law passed away. I had a dress that I wanted to wear to the funeral the following week, but I didn't have shoes that I thought would be comfortable. I went online to Zappos and found a pair of shoes that I hoped would reach me in time. In the ordering process I made a mistake and a customer service representative called me to follow up on the mistake. You'll have to forgive me, because of the circumstances of the weekend, I can't remember exactly what happened. At any rate, the lady was extremely nice and told me the shoes probably wouldn't ship until Tuesday, due to the fact that Monday was Memorial Day. I mentioned my father in law's passing and that I wanted the shoes for the Wednesday funeral. We both thought that the shoes wouldn't get to me until Wednesday. They did come on Tuesday. So the long and the short of it is: Thank you so much for everything you and your customer service agents did. The shoes came in plenty of time for me to wear on Wednesday morning - although unfortunately they were not the right color, but also, somebody from your organization sent me flowers for the passing of my father in law. Excellent customer service doesn't even begin to describe it. I was awestruck when the flowers came. Never in a million years would I ever have thought that an Internet store would send flowers to me. I don't know that lady's name and if she had a hand in the flowers, but I would like to send a thank you to her, too, but mostly I wanted somebody in charge to know what a great company and employees I think you have. You have gone so far beyond good customer service you're in the stratosphere of excellent customer service. I think it goes without saying that I will forever be a very loyal Zappos.com customer. I just wish there were a way I could thank you more publicly. I have told everyone and anyone that would listen what you have done. It was just great. If you could please pass on my many thanks and much appreciation to your customer service agent I would appreciate it. I wish you much continued success in the operation of your company and many years of happiness to you personally. Sincerely, "

Mary Lynne, Jun 12, 2009

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