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A Happy Zappos Customer Says:

"I was standing in line at the UPS Store during the holidays, right behind a woman with a few big boxes from Zappos. When the woman reached the counter, the UPS guy commented that he sees a LOT of Zappos boxes packaged for return. Zappos must not be so great, he added. I HAD to jump into that conversation--as rude as the interruption might have seemed. I pointed out that he was looking at the returns with an improper perspective. Zappos allows a person to try on hundreds of thousands of shoes, in the privacy and comfort of home (with clothes and other accessories readily available.) No mall in the world has as many shoes to offer; no other customer service representatives could be more helpful than those a person can reach by calling your toll free number. Shipping is free, returns are free, service is lightning fast, and the decision to buy is never made under pressure or on impulse. In effect, the UPS man is seeing the part of the Zappos shoe-shopping process that corresponds to the trips back and forth to the stock room in a mall shoe store. No one would fault a mall shoe store for a seemingly endless inventory and tireless customer support! All the folks in line at UPS began to share wonderful Zappos stories. Now, even the doubtful UPS man is a big fan. Many many thanks for your extraordinary customer focus and your dedication to excellence. "

Karen B., Jan 19, 2007

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