Zappos.com - Powered by Service

A Happy Zappos Customer Says:

"A couple of months ago, I ordered a pair of Timberland boots from Zappos to replace the pair I've had for many years. When I received them, I was extremely disappointed. The boots, now made in elsewhere, were very poorly made to say the least. Not one to buy things on blind faith, I called Zappos customer service to complain about the boots. They not only helped me with the return, they sent me a $25 coupon for my troubles. Now I know why it says "Powered by Service" on every Zappos box, and why their business model is so successful. They not only talk the talk, they walk the walk. Unfortunately, after all was said and done, I was still without a replacement pair of boots for what's turning out to be a very snowy winter here in Connecticut. Yesterday afternoon while grocery shopping, I noticed a fellow shopper sporting a nice pair of boots. When I inquired about them, the gentleman told me they were made by BOGS, and where he got them. When I returned home after shopping, I turned to the Zappos website where I found the very same boots. After consulting with a Zappos customer service representative about what size I should order (they are cut pretty much true to size), I ordered the boots and applied my $25 coupon to the purchase which brought my total to $38.00. Today, while I was having lunch with my wife, the doorbell rang and the UPS driver handed me a box from Zappos. Excited, I tried the boots on immediately and they fit perfectly. Not only do they fit well, the quality and workmanship is extraordinary for the price. I left the boots on, finished up lunch, and went back to the same store to pick up some additional groceries in anticipation of tomorrow's expected snowstorm. When I glanced down at my watch in the store, I noticed that it wasn't even 24 hours from the time I saw the boots on the gentleman yesterday till the time I was sporting a pair of my own. This, my fellow consumers, is truly amazing -- extraordinary customer service earned the hard way. Perhaps the rest of America should take lessons from them. With great appreciation, Roger M.S. Forever a Zappos customer!"

Roger M.S., Feb 13, 2009

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