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A Happy Zappos Customer Says:

"Hello, Just a quick note to let you know that I am EXTREMELY satisfied with the services you provide! Here is a quick breakdown… The site is very easy to navigate and has all the information I need to make my purchasing decision(s). You seem to have the relationship between the warehouse and the customer information synced very well. Please, buy the design/coding team a round on me! The automated emails after purchase are immediate and very useful. This part gives me a little reassurance that my order has been received and is in motion. The products arrive very quickly and in new & branded boxes. Not only is this professional on the appearance level, but I'm sure it also helps when rolling around in the back of a delivery truck. If there is any discussion about changing to a "lesser" quality box, stop right now. The way you have it now is great! I had to make an exchange for a different shoe size and the process was painless and super-simple (is that a recognized phrase?) - and now for the biggest one of all… Customer Service. One word describes Zappos customer service, and that word is excellent!!! You are not aware, as we have just met, that I am probably your biggest test when it comes to customer service and both times I have shopped here you leave no room for bad argument. Thank you, thank you, thank you... I find customer service in this country to be so poor these days that I find it hard to shop anywhere without purchasing with a scowl on my face. Please do not change a thing (like sending customer service to another country or hiring an "economical" CS team full of people who are not able to effectively communicate, etc.). Bottom line is that your model (from customer point-of-view) is excellent and well rounded in every department that I have dealt with. Please, the next round of pitchers is on me as well for this department. Garlic fries anyone? Apologies for writing a novel, but I feel it necessary to praise a company when things are done well. I am sure you get enough people who do nothing but complain (although I don't see how that is possible), so hopefully this note gets through the server demons and into the big meeting with the upper muckety-mucks to let them know that the worker bees are doing their jobs in a stellar fashion. DO NOT CHANGE A THING! Thanks again for your efforts and I am now a loyal customer. So loyal that I will probably try on shoes at brick & mortar locations for the size and then purchase them at Zappos! "

Ray L., Jun 11, 2009

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