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A Happy Zappos Customer Says:

"Can I call you Frank? You know, it's not enough to follow a prescribed policy of customer service, which actually is simple common sense. Amazingly, in my experience as a retailer and consumer, a majority fall woefully short. Do you know why? Simple empowerment of staff to not simply go "above and beyond" (that's common sense policy) but to tear up the policies and procedures manual and go for RIDICULOUS AND ABSURD customer service! ie: Like my current experience here with this order. I simply ordered the wrong size shoe, I notified you, you shipped out the correct merchandise on the same day, without having actually processed my original return first, which was already in transit,... of course, so I my feet could be happy, sooner!....AND THEN? YOU INCLUDE OVERNIGHT SHIPPING AND PRE-PAID RETURN LABELS? STOP! TOO MUCH LOVE! THE HUMANITY! WHERE DOES IT END?! Thank you for a great experience. Zappos has become dinner conversation amongst my friends and family. Best, Louis H. "

, Apr 11, 2007

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