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A Happy Zappos Customer Says:

"As incredible as it may seem, this is a true story: It was 6 days before camp started for three of my four children. As a working mom who loves to come home, pull on a pair of old jeans and sit on the floor to play Battleship or jam to Guitar Hero or sit outside and paint with water colors, it's easy to understand why avoiding the packing list can become a battle of wills. Every year, it's the same story and every year, it seems that the children grow 10 inches between the end of school and the start of camp, which sends me into a flurry of insanity as I try to piece together as many pairs of shorts, socks, shoes, and t-shirts as possible between 6 PM and midnight. Enter Zappos. At 10:00 on Thursday evening, my daughter and I clicked Confirm on an order for 3 pairs of Keens with standard 3-5 day shipping and quickly put the matter of water shoes out of our heads. You can only imagine our surprise when by 3:00 on Friday a box holding 3 pairs of Keens was sitting on our doorstep! But, we weren't finished. One of the three pair did not fit the intended child and the style of a second pair was not as easy to put on for the 7 year old as we had hoped. Quickly, we returned to the computer. One order was processed within seconds, but the second return continued to show up as an error despite multiple attempts. I grabbed the phone and called customer service. I was greeted with a bubbly and happy Hello! proceeded by an unprecedented ‘can do easily done’ attitude. The shoes were on their way and the return hadn't even left our house! There it was! Long lost TRUST with a capital T. By Monday afternoon, the replacements were in hand and by mid-week, the packing list had been conquered. Will we return to Zappos? You bet! Was the experience an absolute pleasure? Absolutely! Has Zappos redefined customer service and satisfaction? Let's hope so! "

Elizabeth S., Aug 14, 2009

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