You guys rock! Your action with this email and course of action is the best I've ever had in a situation like this. I'm an IT pro who has used the web for online purchases, etc . for much longer than your average user (since mid 90's). My kudos to you. I will use Zappos more based upon your actions. Thank you.

Hi Folks, Hope you aren't suffering too much due to this glitch, if you need a warm fuzzy, know that the my family in Burlingame still loves you. Years ago one of your star reps gave me a big credit when some boots I was returning got stolen out of my car. Naturally the kind gesture made me a life time customer, but I want you to know my kids (now 6 and 9) tell EVERYONE that story. The theft was a big deal to them and I can't tell you how happy I am that it had a happy ending. Every time they tell someone their mommy is a LIFE TIME VIP shopper I wish I could video tape it and send it your way. 8-) I told them about your hack job and my oldest said, "How could someone possibly do that to Zappos? They are the nicest place out there!" We feel for you. And will keep shopping! Best,

First of all, I want to tell you that I heard about hackers getting into your system on the news this afternoon and I am so happy that you all went public with this and I took your suggestion about resetting password. I also went ahead and notified my credit card company and they put a block on my card and are reissuing a new number. The funny thing is you guys were the first company I ever set up an account with for online shopping because I had been leary of having my identity stolen (as my sister-in-law did), I know that everyone says it's safe, yada, yada, yada, but I didn't feel comfortable doing it. But I did and I am glad because I love you guys! The fact that you made that announcement shows that you put us, the customers, first instead of trying to keep it hush hush for fear of panic. Nowadays this can happen whether you order online or swipe your card in a store (you've heard those stories about people getting your number), anyway you did the right and responsible thing by alerting us and I will set up another account shortly.

Like millions of others, I was so sorry to hear about the hack attack today. I immediately changed my password; thanks for the email suggesting we do that. The reason I’m emailing is because I've been a Zappos customer forever... I think you're great and I STILL think you're great. I guess I just figured everyone is all crazy about this hack attack, and I just wanted you guys to know that you still have a lot of good customers that will still be shopping Zappos every chance they get. :-)))

I wanted to get to a higher up to tell you that you have got the most fantastic customer service people. I don’t trust going online and doing my order that way, I’d rather talk to a person. And, the representative that I spoke with is a fantastic person! She took time and went over everything with me. I’ve called Zappos and they have never ever been nasty with me. Your company is absolutely fantastic! I will always be a customer as long as I’m treated right. Zappos is just fantastic to deal with. You hire the people that really care. That representative absolutely really cares about my feelings. I started buying stuff like shoes and now I’m starting to buy clothing. I’m not usually comfortable buying online, I don’t trust it right away. I tell everyone about Zappos! People that do well, I just want to make sure they get recognized and make sure that they are given a little extra. People don’t recognize this service often. They don’t always get the recognition. Word of mouth gets out. I wanted to take the time to let you know that this person and all the people who have helped me are great!

I just wanted to take a minute to say how awesome Zappos is. My son wears a size "wide" shoe, and it's hard to find shoes that fit in stores. You guys always carry a wide variety (no pun intended) of styles at reasonable prices. Best of all, on every order I've placed you consistently exceed my expectations with super quick shipping!! Even when I opt for Standard Shipping, my order usually arrives in 1-2 days. Awesome! Thank you for being great. :)

Hey Guys, I wanted to point out an example of extremely good customer service by the quirky little (well, not so little but it feels little) company known as Zappos.com. I bought my wife a new watch in February 2011 for a birthday present. Recently, it started slipping behind and wasn't keeping the correct time anymore. We tried a new battery but that didn't help. So, I had the idea to ask Zappos if they could do anything for me. I thought they'd tell me to talk to the manufacturer or just tell me there was nothing they could do. Instead, they fully refunded the purchase price! By doing that and taking my word, they reinforced that their priority is keeping me happy. That in turn has bought them 100% loyalty from me and Verona. Let's all keep this in mind when we make decisions about how to keep our clients happy. Ultimately, what we want are people that are loyal to us and come back time and time again.

My father's caregiver broke down while placing an order two days after my father passed away. She apologized and explained what had just recently happened to my dad. The representative who took her order was kind enough to send a flower arrangement to my parent's address with a card offering condolences. That was absolutely not expected and more appreciated than you will ever know. I work in a very popular restaurant in Palm Springs, CA and have repeated this story to my guests many times over. Thank you for putting your customers first. I, and many I know, will be long time customers of Zappos.

Dear Zappos, I wish that the entire corporate/retail world would get what you guys do. You are clearly the most enlightened company on the planet. Truly. I think it all started when I began the online shopping thing in earnest, sometime around 2000. I tried another shoe website and then you guys. It didn't take long for me to realize what you were trying to do... and then ultimately DID do: you found the magic formula of how to relate personally to the online customer. And now a decade later you have made this an art. Here is what is brilliant: A few days ago I decided that I needed a really comfortable short boot. I knew that I could order a couple or a few, try them on, choose the one I liked, and return the others with no penalty. And that it would all happen within a couple of days. I didn't have to go to a mall, (I work 14 hour days on a soundstage in the film biz, I don't have time for that) but you had all of the styles I could possible dream of and I found them, WITH A VIDEO YET, right on my screen at home. AND when there is a question I have, there are these really nice positive people on the phone to help me. And they are great communicators. So, Happy New Year to Zappos and thank you so much for the brilliance of your perfect corporate culture. I will be a customer with you forever.

‘Twas 10 days before Christmas, and all through the mall were crowds, no parking, and clerks who would stall. “Hunter socks?” said one. “No, all sold out but we do have flip-flops,” and I started to pout. “What to do?” I asked, then I started with glee. “I'll order from Zappos and shipping is free!” So I ordered in two shakes of a little lamb's tail. They arrived in no time without travail. So what will I do next Christmas to avoid all the fuss? I'll say, "A Zappos Christmas to All and a stress-free Christmas for us!”

Dear Zappos, I just wanted to take a moment and let your company know how impressed I am with the overall service you provide. I have never had a bad experience with Zappos, and I recommend the website to everyone whether they shop online or not. I will continue to be a loyal customer of yours because of your 5 star service! The quality of your shopping experience is unmatched by any other online store I have dealt with. Your company has a fantastic thing going, and I just wanted to thank you for that. Service this great is hard to find these days! A loyal customer,

Hi Zappos, Just a super quick email to say thank you for sending out my order so quick! A pair of shoes I ordered is a little too big, so I'll be sending that back, but I ordered a 1/2 smaller yesterday afternoon and it's expected to arrive today! I'm so happy about that AND your free shipping when I return it. It's companies like this one and the service that is above average that makes me comfortable spending money with them. That's all! Happy 2012!