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A Happy Zappos Customer Says:

"Dear Zappos, I literally cannot believe my eyes. I am sitting here at home still in shock, from your email I received hours after I placed my order, saying that you've upgraded my shipping at no cost to me. I realize that saying I actually shed a tear may be a bit dramatic, but it is no lie. I recently placed an order from another online store, who specialize in dresses. After receiving my order a week & half after I ordered it, I paid to have it 2 day-aired back to the company in New York from here in Seattle because it didn't fit and I was in a time crunch. I had purchased this dress for a special occasion I was leaving town to attend. The size I was exchanging it for was in-stock, so I figured I would get it back in time for my trip. Not the case. It sat in their warehouse for 2 weeks, and after calling relentlessly and speaking with a very nice customer service rep, said she'd put notes on my order and would have the dress expedited back to me, so I would have it in time for my trip. Needless to say, they did not put a rush on it, shipped it out 5 days after that… GROUND from NY to Seattle! The dress arrived after I had already flew out of state. I tried everything I could think of and they would not work with me at all. They had a pleasant answering service, however, the corporate office was a joke. It totally deflated my hope that customer service in our country was making a comeback. I always give everything and everyone the benefit of the doubt, however, this other company stomped on me like I was absolutely nothing. I appreciate your company so much, if I had neighbors I would stand out on our deck and scream, “I fricken looooveee ZAPPOS!”. But I will do second best and tell everyone I know or come in contact with, how amazing you are. I truly hope your company thrives through good times and bad, and it must with service like that. Thank You, Thank You, Thank You "

DP, Jun 16, 2009

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