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A Happy Zappos Customer Says:

"To Whom It May Concern: In this tough economy I wanted to write and let you know that you have a loyal customer for life! Your company is outstanding with your customer service, selection, Web site, and shipping methods. I feel that customer service has fallen by the wayside in the last few years, and it is refreshing to purchase merchandise from a company like Zappos. I remember when I first heard about you several years ago, and I thought it was the best idea EVER! I have been following your company (and of course purchasing your shoes) ever since. Your Web site is easy to surf with the option of seeing many items per page, the reviews are helpful in sizing, and the view of the shoes helps see the shoe - almost as if we were in the shoe store. You often have free next day shipping, which can't be beat. Your staff is the most courteous and pleasant staff I have ever encountered. Just over the holidays my husband bought a pair of UGG loafers. He purchased them a size smaller as the majority of the reviews stated, but I was not sure they were the correct size for me. I really needed to try the next size up to compare the two. I called Zappos and your customer service staff let me know that she could send out the next size immediately and without charging me again. She carefully explained the policy that I was just to return the shoe within 14 days, and of course that I couldn't wear the shoes out of the house until I decided which pair I was keeping. I was floored and so impressed that I called my husband to let him know about my wonderful experience. Of course like any woman, when I get my shoes I want to wear them right away, and now I knew I could wear them the very next day! No waiting a week to return the first pair, wait for the shipment of the second pair, pray that they fit and that the first pair were the correct pair to keep. I don't know another company that does that. I purchased shoes from your site when you first started and have continued to purchase from you over the years. I have always looked at your site first when looking for a new shoe and often when I can't find the perfect shoe on your site, either I can't find that shoe anywhere else either or the shoe I want is at the high-end designers and I need to purchase it there instead. For the most part, I get my shoes from you! And I definitely send my friends to you, too. Anyway, I just wanted to give you some feedback. I worked in marketing while up in New York and know how valuable feedback can be, especially with this economy. And just to prove that I am a big fan of your company, I noticed the advertisements at the bottom of the security bins at SeaTac airport this past Thanksgiving and in my head I thought, way to go Zappos! Brilliant! I even called the president of my old company and let him know of your smart advertising idea. Don't worry, no competition - they are a children's book publisher. Thanks for making life easier for me. I know in the whole scheme of things, I am just buying a pair of shoes, but I can do it quickly, efficiently, and without hassle so that I can get to the more important things in my life. Your loyal customer, "

Liz, Jan 12, 2009

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