I just wanted to write and say a big thank you to those who helped with my mini shoe disaster. I don't buy shoes online because I like to try them on, but when I was having trouble I went to the web and landed on your website. I found a pair of shoes that had a perfect 5 star rating and I ordered them. Fingers crossed they arrived and to my horror they were not what I expected. The tops of the shoes looked like they had been worn and the bottoms brand new. I was a little confused and worried because my wedding was a little over a week away and I got on the phone to customer service right away. I had the pleasure of talking with a lady and told her my story. She apologized so much for the quality that I had received and promised that was not the standard of the company and assured me that it would be corrected. The shoes that I had originally purchased were no longer available in my size so she set out to make the situation right. At this point she had realized that this was my first purchase with your company and wanted to make sure that I knew your company was all about making it right and providing the best possible customer service. She refunded my money, gave me a coupon for the price of the shoes to use toward a replacement pair and upgraded me to VIP status so my shoes would arrive on time for my wedding. I wished I didn't have to get off the phone before I could find another pair for fear the next person I talked with wouldn't be so understanding. When I had time to find the shoes I wanted later that night I called back and spoke with a gentleman who was wonderful as well. We ordered the shoes and he said he would make sure they were inspected to make sure they were of top quality. My new shoes arrived quick and in time and were perfect. My wedding was beautiful and to my surprise about a week later I received the most beautiful vase of flowers from the Zappos family congratulating me on our wedding. I was blown away by the thoughtfulness of the flowers and wanted to make sure that your company and those involved with me truly understood how thankful I am for the great customer service. It is hard to find a company that cares about their customers and to that extent. I will most definitely be shopping with your company again and recommending it to everyone I can. It is nice to know that if there is an issue it won't be a headache to fix it. Again, a huge thank you for your service!!!