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A Happy Zappos Customer Says:

"Dear Zappos Customer Service, I have a lot of foot problems and I have a very large foot for a woman (US 12), but thanks to your amazing selection and guilt-free return policy, I've been able to find a few brands of shoes that really work for me. One of these brands is Earth. A few days ago, I was looking at their website and I saw a few new styles I hadn't seen yet on Zappos. I decided to send a friendly email to your Customer Service area and asked if these styles would soon become available on Zappos. I was specifically interested in the Earth "Midnight" boot in black, size 12M. Plus, your Earth page said that you were adding new styles in November 2007, so I figured I could wait a few days. If I'd been feeling really impatient, I could have ordered them elsewhere, but I prefer purchasing from you folks because you have such a terrific return policy. Plus, you go to such great pains to describe every shoe! There's the 360-degree view of each and every shoe you offer AND you measure the height of each boot's shaft AND you go out of your way to advise your customers about potentially unusual sizing. Needless to say, I wanted to see the "Midnight" boots on Zappos.com before I decided to buy them. For some reason, just before I sent the email, I decided to search for the "Midnight" on your site one last time. And by some quirk of the universe... THERE IT WAS. It's like you guys read my mind! Between the time I drafted the email and the time I went back to the website to search for the shoe, you added it to your selection! It's total serendipity, I know, but it really made my day. Because of all the extra work you put into describing your products, I could see the boot in impressive detail and learn all about its details. As soon as I saw it, I placed my order immediately. You shipped it to me FREE overnight. Now my toes are toasty and wiggling happily in the perfect new pair of boots. When my feet don't hurt, I think of it as a pleasant surprise. It is an amazing, beautiful thing to be able to walk as far as I want while looking good and not even thinking about my feet. It's something I never thought I would be able to do again. I've dealt with horrible customer service in brick-and-mortar stores. On your competitors' websites, I'm rarely able to find attractive shoes in my size. I literally cannot see myself shopping anywhere other than Zappos. If a shoe doesn't work for me, I can return it. Free. If I need a new pair of shoes immediately, they're at my doorstep on the very next day. Free! And if you've looked at my order history, you can see I've ordered - and returned - a LOT of different shoes. I'd like to offer you my heartfelt thanks for your patience. It's really, really hard to find shoes that work with my shoe size and my injuries, but you folks deliver time and time again. So anyway, I'm just beside myself with glee. I know this is probably just a routine order for you, but I just wanted to let you know that your service means a lot to me. When my feet are happy, I'm happy. I'm looking forward to my next chance to do business with you. Yet another loyal customer, "

Tessa, Nov 2, 2007

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