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A Happy Zappos Customer Says:

"Thank you so much for going ahead and responding to my chat message. I woke up and found the e-mail in my inbox about your having sent the size 9 Ugg Nightfall boots just as I was about to check my to-do list, on which I would have found my note to myself to call Zappos. You guys are so great! I am in the service excellence field as a consultant, and I constantly use my experiences with your company to my clients as an example to strive for. I have no doubt that, even in these hard times, Zappos' service excellence will keep customer loyalty strong - especially when people can't afford to pay twice for one pair of shoes. Your pay-just-once exchange policy is not only hard to find, but much needed and very much appreciated, but your service quality? The fact that you act and send exchanges and upgrade shipping for your customers without a word? Unbelievable! I am leaving feedback as soon as I get the boots tomorrow so I can comment on the fit of the boots as well as the service. I rely on your customers' reviews so heavily myself to find the right size and style – and surprise, surprise, they always have the best taste, too. Have a great day and thank you again so much for taking one thing off my "to do" list today! "

Pamela, Nov 13, 2008

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