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A Happy Zappos Customer Says:

"I wanted to let you all know that you are the measuring stick we use to compare the customer service of other online retailers. Below is a copy of an email we sent to a retailer we attempted to buy from recently (we were buying satin pillowcases for Valentine’s Day): "My husband and I just sent an email to cancel the order he placed on Feb 10th that was intended to be my Valentine's day gift. It is now two weeks past the order date and we have not received the items ordered NOR have we received an email explaining why. When he tried to call to talk to someone, he was on hold 15 minutes and when he was finally offered the option to leave a message, he was cut off and not allowed to leave one by your system. In difficult economic times, those who do not have customer service that clearly outshines that of other retailers may find themselves losing customers. You will not be receiving any further business from me or my husband and we will not recommend you to our friends. If you are interested in knowing what kind of customer service we expect from our online retailers, look at Zappos.com. They by far outshine any online retailer we have used. " We appreciate knowing we can trust Zappos, and are happy to let other retailers know what we expect. You guys have set a high bar, and we appreciate it. "

Carlee O, Feb 27, 2009

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