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A Happy Zappos Customer Says:

"I wanted to email to give thanks. I ordered a pair of replacement Salomon XA Pros, using Zappos for the first time. I had heard of you, but had never tried you before. I initially ordered a pair in 10.5 red, but was emailed early the next morning that the pair was inexplicably unavailable. I got back on and ordered the same shoes but in yellow. Upon completing my order, I called and spoke with a rep who was very helpful, both describing the circumstances that caused the initial order to be cancelled. He then went one step further and upgraded my order to free overnight shipping. As if that wasn't enough, right? The pair I received was a half-size too small. I called to arrange an exchange for a size 11, and in addition to receiving authorization, I was again greeted with above-and-beyond service. I was informed that the price had dropped since I placed the order initially, so I was given credit back onto my credit card for the new difference. At this point I didn't think I could be much happier with the level of attention I had received, but was quickly proven wrong: on top of all that had been done thus far, I was also upgraded to free overnight shipping again. I try to give credit where it's due; in this situation, clearly the credit lies with Zappos and their customer service representatives. Thank you again, "

Anthony C., Oct 26, 2008

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