Zappo's Compliment - Zappo's - EXEMPLARY Customer Service!

Review by lmht81 on 2010-08-13
I was up late one night shopping online (a terrible habit I have) and ordered a pair of shoes for my daughter. Based on my calculations I figured they'd arrive before our vacation even with the base shipping. I'd say about 10 minutes later I realized my brain was off by a day, so I jumped on Live Chat with their customer service department (they offer this service 24 hours a day!). I was pleasantly greeted by an agent and I explained that I'd made and error and that I'd wanted to up the shipping to 2 days and have her charge me the difference.

She pulled up my order, we discussed how adorable the shoes would be on my 1 yr old, and she told me not to worry - she'd taken care of the order and upped it to overnight at no extra charge to me.

This was probably the most pleasant customer service experience I've ever had, especially through Live Chat and at 3am! You could just tell that (name) was a nice person, and liked her job. Now don't get me wrong, this is not nearly the service I was seeking - I'd have given a shining review had she just let me fix the order and pay the extra shipping, but she really went over and above.

(Just adding that Zappo's now offers 365 day returns!)

Zappo's, I applaud you, more companies should keep wonderful employees like this on hand... I'll be back to shop time and time again. You truly are "powered by service"!
Comments:8 Replies - Latest reply on 2010-08-15
Posted by Venice09 on 2010-08-13:
Hi, again.. haha

Zappo's has been recommended to me so many times, but I've yet to try them. Everyone raves about their customer service and return policy. I have hard to fit feet and rarely find anything in stores. I know they're a little pricier than other sites, but good customer service is worth its weight in gold.

Great review.
Posted by goduke on 2010-08-13:
They really are a great outfit. Their HQ and service center are in las vegas and they have an environment that engages their employees and makes people want to come to work and do a great job.
Posted by Ashley on 2010-08-13:
I've also had Zappos recommended to me many times, Venice. Have you seen the new commercials with the puppets? They reenact real service calls. They're quite funny and goes to show how far above and beyond their service center goes to help a customer.
Posted by lobo65 on 2010-08-13:
Zappos is great. I ordered a pair of shoes late one night, and they were on my door step the next day.
Posted by Venice09 on 2010-08-13:
No, shootingstar, I didn't even know they had commercials, but now I'll pay more attention. That does sound funny!
Posted by lmht81 on 2010-08-14:
The TV commercials are hilarious!

Thanks for reading all! I and encourage you to spend your pennies there...

Venice, if you're feet are hard to fit I suggest doing what I've done when ordering for my daughter: order a few pairs/sizes and send back what you don't want to keep. Shipping's free, returns are free, and I've always been credited VERY quickly!
Posted by Venice09 on 2010-08-14:
Thanks for the advice, Imht81. One of these days I'll actually order something instead of getting sidetracked and looking at jewelry! Every time I start looking at shoes, I end up somewhere else. It's a big website!
Posted by Venice09 on 2010-08-15:
I just saw the Zappos commercial!.. it IS funny.

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