Zappos.com - Powered by Service

A Happy Zappos Customer Says:

"Zappos is amazing! First off anyone who needs a new pair of shoes, PLEASE do yourself a favor and buy them through Zappos.com. Let me tell you why. I worked in retail for about 3 years at a really well-known electronics giant. During that time, I learned the values of good customer service, and the consequences from bad experiences. Although I tried my hardest, the company I worked for is not necessarily known as the best at customer service. In some cases, they’re downright horrible. With this background in mind, I’ve become a very intelligent shopper. Whether it be online or in a retail store. I don’t claim to be some genius shopper who knows the best deals at all times, but I can tell you that I know good customer service when I see it. Previously, only one online retailer gained my full respect through their great service. I could go on for several paragraphs about my experience with them alone, but that’s not why I’m writing this. Today I’m EXTREMELY proud to say that I’m a customer of Zappos. I’d always heard good things, but until about two weeks ago I’d never been a customer. I saw some shoes that I liked, and bought them. Not only did they have the best price, but free shipping. Holy cow. Who’d a thunk it? To my surprise, a few hours after my order was placed I received an e-mail saying that I’d automatically been upgraded to premium shipping. Fantastic! Needless to say, I ordered the shoes Friday afternoon and was wearing them home from work on Monday. Great customer service, right? It gets better! Fast forward to last Friday, when I decided on a pair of Superfeet orthotics for said new shoes. Not that the shoes weren’t what I expected, I just wanted a little less pain in my feet after a day of walking around at work. Once again, shipping was right on time. Ordered on a Friday, and I received them this afternoon. Since these aren’t custom fit I had to trim them down to the size of my shoe. Sadly, I’m an idiot and cut the things too small, so now my toes hang over the edges. According to the manual (yes, there’s a manual with orthotics) this isn’t right. Without thinking, I announced my misfortune to the masses on Twitter. Less than 10 minutes later I get a notification that someone new is following me. No big, right? Well it just so happens that it was a rep from Zappos! He replied to tell me I should call customer service and explain my situation. Normally I don’t even THINK to call back and attempt to get someone to do something about something I BROKE! Where I come from, you break it after you buy it’s your bad. Reluctantly, I called and began to explain my situation. After getting just a little information and a perfectly acceptable amount of time on hold, someone came back to let me know that I’d be getting a new pair for free! How phenomenal is that? I bought something, damaged it on my own, and they’re STILL helping me out! Your assignment is to now go buy something from them just so you can have a great experience too!"

, Dec 9, 2008

Read More Testimonials

Submit a Video Testimonial