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A Happy Zappos Customer Says:

"Hello, I wanted to tell you the story of my experience with your company. In May, I placed an order for a couple of items. Immediately upon purchase, I changed my mind about one of the items. I called customer service and they were able to remove the item from my order. Sure enough, when my merchandise arrived, just the item I wanted was included. The problem, however, was I had been charged for both of my original items. I placed a call to customer service and they immediately fixed the issue. A few moments later, an email arrived containing a $20 credit for future orders on your site. The customer service rep did not mention the credit when I called, so I was surprised and delighted by the gesture. A couple of months later, I decided to place another order and cash in my coupon. However, the checkout process was confusing and the order was placed before I could figure where to apply the coupon. Once again, I called customer service. Once again, they immediately fixed the problem and issued the credit to my checking account. Once again, I was pleased. A few moments later, I got another surprise email. Apparently, the shipping on my order had been upgraded to standard overnight. Once again, I was surprised and delighted. True to the promise, my order arrived the next day. My shopping experience with Zappos.com could have been a true nightmare, instead I've been converted to a customer for life. Kudos to your customer service team for their excellent responses and proactive measures to ensure I knew I was a valued customer. I wish other companies would follow your fine example. Sincerely, "

Robin P., Jul 24, 2008

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