Zappos Shoes

While I love my shoes, I also love good value.  Some years ago I came across an on-line shoe store called Zappos.  Not only have I ordered shoes from them, but so have friends and even an uncle has ordered from them.  Whenever people comment about my shoes, I am quick to tell them where I got them from and what a great shopping experience Zappos is.  Besides their 365 day return policy on unused shoes, they provide free shipping and free return shipping.  It is clear that the company invested heavily in good technology, as their site offers free form customer opinions, excellent communications (automated emails letting you know your order was processed, shipped, and/or your return received), and you can email them without having to use a web form.   Unlike some companies that have invested heavily on technology but make it difficult to speak to a human being, Zappos has never failed to amaze and astonish me both from their technology and their personalized customer service.

Last year I had an issue with a pair of boots I ordered and unfortunately, had worn.  The first customer service responses were positive but the issue still seemed left in my hands, or in my case, my boots.  A few days later I received another email from another customer service person who followed up on what was probably a new employee answer.  I make this 'assumption' because generally when I've had problems, Zappos customer service people provide action oriented responses versus suggestions.  The followup email came and due to the unusual situation involved with the boots when I first received them, they exchanged them for me.  In between this occurrence, I received a phone call from Zappos as well.  Was I impressed??  You bet I was.  Another thing I want to share with you.  Their email tag reads:

We are constantly striving to improve our service. If there is anything more we can do for you or if we could improve your experience, please do not hesitate to let us know. We are always here for you - 24 hours a day, 7 days a week, 365 days a year. We like to think of ourselves as a service company that just happens to sell shoes. 1-800-ZAPPOS-1 or 1-800-927-7671.

Are they kidding??? ABSOLUTELY NOT!  Zappos is a company that is serious about how they treat their customers.  For an on-line company, I've never experienced such a customer focused consumer business.  Once I emailed a question on a holiday and on a Sunday, not expecting a response until the following week.  To my surprise, I received an email that very day, and it was not a responder but an actual response to my question.  Whenever I've emailed questions, it is always clear that the person responding answers what I am asking, and does not cut/paste some pre-formed company line response.  Zappos has managed to make on-line shopping experiences almost as much fun as being in the store, and has provided customer service that in general has been better than service often received in retail establishments - even the brick and mortars.