I love Zappos. And let me tell you why.
I ordered two pairs of spiffy Clarks through Zappos for Steinvic as part of his birthday present. He really needed good shoes.
One of the pair were sandals…the slip-on kind. He doesn’t own any and it’s been so hella hot here, I thought this would be a great option for him so his feet would be nice and cool when we’re chillin’.
Sadly, the suckers slipped right off as he walked. He had to kind of flex his foot as he wore them to keep them on and we all know (those of us who wear slip-on shoes, that is) that foot flexin’ is the best way to get to achy feet and calves.
So I put in for a return and found him a pair that had an ankle strappy thing so they’d stay on and be more comfortable.
When I did the return, there was a comments section, like…were you displeased with us/could we have done something better to help and I said something like, “No way! You guys rock and the sandals were beautiful. They just didn’t stay on my husband’s feet and I’m now ordering a different style. Thanks for the free return shipping!”
That night, I checked online to see the order status for the new sandals and I had an email from Zappos. It basically said, “We’ve got a surprise for you…we’ve upgraded you to overnight shipping! For free. You’ll get your shoes tomorrow! Hope this makes your day.”
Indeed! So, I replied to the email to say thank you for that…and then I thought…maybe this is one of those "do not reply notifications." But I nosed around and it didn’t seem to be…didn’t say that anywhere.
So, I said something like, “Thank you so much for upgrading our shipping. We already enjoy shopping with Zappos! I’ve served customers all my life and seeing great attention like this is really impressive. Thank you again!”
I didn’t expect a reply at all. I just wanted them to know that we really appreciated their thoughtfulness.
But five minutes later, I had the nicest reply that said our account had been upgraded to VIP status and that from now on, we’d get free next business day delivery and priority returns.
Wow. How do you like that?
Zappos, you’re doing a fine job and I hope you keep it up! We will shop your site first for clothes, shoes, beauty and housewares going forward!