Zaz Lamarr meant to return some shoes to Zappos, but her mom passed away and, naturally, she just didn't have time. Zappos arranged to have UPS come pick up the shoes—and then sent her flowers:
When I came home this last time, I had an email from Zappos asking about the shoes, since they hadn't received them. I was just back and not ready to deal with that, so I replied that my mom had died but that I'd send the shoes as soon as I could. They emailed back that they had arranged with UPS to pick up the shoes, so I wouldn't have to take the time to do it myself. I was so touched. That's going against corporate policy.By all accounts, Zappos seems to be staffed by nice human beings.Yesterday, when I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. Big and lush and fragrant. I opened the card, and it was from Zappos. I burst into tears. I'm a sucker for kindness, and if that isn't one of the nicest things I've ever had happen to me, I don't know what is.
I Heart Zappos [ZazLaMarr] (Thanks, Spencer, Nicole, Tab, Kim, Karen, Michael, and Cheryl!)
holy crap...I think I'll just try on shoes for size at Macys and buy them here from now on. I wish some of my favorite brands were a little more consistent in sizing so I wouldn't have to do this.
Hey, maybe Zappos can open mini-storefront stores in major cities, where they have a limited number of styles for different brands that you just try on for size, along with computers in-store where you place the order. OR, you can think about it and place the order later?
]]>This is a nice story. A company acting -- gasp -- like humans.
]]>What a great customer service experience to share. So great, that I shared it back with them, so they would know what is being said about them on the blogosphere. They replied that they would forward the link to their PR department, and sent me a $20 off coupon. What great customer service, and I can't wait to use the coupon!
]]>They have a few customers for life on this board.
]]>WOW.
I have been planning to buy several pairs of shoes. I'm leery of shopping online for shoes, but after this incident, I'm going there first.
]]>During the interview, everyone I passed in the office smiled and said hi. They all seemed proud and happy to work there--I've never experienced an environment quite like it. So not only does the company treat its customers incredibly well, but they also pass the good vibes down to their employees.
]]>That said: I'm a sucker for decent customer service, which is becoming more and more rare. Not only will Zappos get my next shoe order (though they're few and far between) but I'll let them know that this article is the reason they've got it.
In fact, I should drop them a note now.
]]>Oh, and when I recently mailed back a pair of boots that did not fit, I accidentally included one of my OWN boots in the box. I called Zappos and they found it and sent it back to me in 3 days!
They rock.
]]>They're the best.
]]>Love Zappos -
PS - When I get the free regular ground shipping they usually upgrade me to 2 day anyway - yipee!
]]>WTG!
]]>FWIW, I have had similar experiences with eBags and would highly recommend them as well.
]]>You've bought three shoes? I guess Zappos is a good shoe store for amputees as well... :-)
]]>wow!! i've never shopped at Zappos, but after reading that i want to give them my business.
]]>Before today I didn't know they sold men's shoes. TOTALLY adding Zappos to my list of online shopping sites. I'd even spend a little more with them because of what I've read here.
]]>They probably did send Ms. Lamarr the flowers from a discretionary budget. Yes, it was above and beyond. It was also one heck of a Word-of-Mouth marketing coup. Kudos to Zappos all the way around for providing such an elegant - and human - example of reaching beyond an inherently impersonal media (Internet retailing) to positively connect with a customer.
]]>Thanks Matt for pissing on the parade. Regardless, it means Zappos employs, good, quality people and they should enjoy the fruits of this gesture.
]]>I was on their site this morning looking for some new hiking shoes. Didn't purchase yet, but no doubt will some time this week. I've loved them for ages.
]]>@That70sHeidi: Time, sure, but there is no expense to returning shoes to Zappos as far as I know.
I bought a pair of sandals that have lasted me two summers. I am SUPER picky about sandals and I'm definitely happy about my experience with Zappos. This story just makes me think even more highly of them as a company and their customer service.
]]>a) Did something really nice for somebody.
b) Did something that cost them (basically) nothing, but will get them mountains of good press on the internet, here and elsewhere.
I've always thought that the smartest companies are those that go 'above and beyond' to do things that benefit both the customer and themselves at the same time. I think this is a perfect example.
]]>I heart Zappos. Their customer service is great, they have just about every shoe size/color/style you could possibly want, and returning them is not an issue. Zappos for life!
]]>I had never heard of Zappos until this post. The first thing I did was go to their website and start shopping.
Good service leads to loyal customers. I wonder how many new customers Zappos gained from a bouquet of flowers.
]]>And my condolences to Ms. LaMarr.
]]>I was just thinking of places I could find wide and double wide widths, and while I see ads for Zappos all the time in magazines, I'm leery of trying to fit my odd shaped feet without trying things on, in the store. The time and expense to send back shoes to try another size seems a bit silly, but hey, if they've got some boots in my size I'll definitely give it a shot!
]]>Love to hear stories like this. My experience with Zappos has always been great from simply a business transaction angle, but knowing that they go beyond that makes me feel even better about shopping with them.
]]>Zappos is awesome and as someone who lives in their base town of Vegas, I can preach the Zappos gospel all day.
I was referred there by my boss when I was looking for some old school sneakers. Found me a nice pair of green Roos and they were delivered 11 hours later!
Ask people in the know in Vegas and they'll tell you, Zappos is the Google of the desert. They have an awesome atmosphere for the employees which breeds greatness as you can see here.
]]>I've always known they were good, but now I know that they have a heart also.
]]>Impressive. My wife is often frustrated with the service she gets online. I might need to point her in this direction...
]]>Impressive.
Might need to point the wife in that direction. She gets frustrated with a lot of the service the online stores provide.
]]>This is something I'm going to link to and tell others about. It is the kind of nice gesture I thought went out with the idea of small-town family-owned shops.
]]>Zappos has the best customer service of any merchant I've ever dealt with.
]]>That being said, I'm not in the market for shoes right now but I'm heading over there right now to order some just on principle.
]]>They're wonderful. It's tough finding the right fit sometimes (wide shoes very wildly), and I've gone through 3 - 4 pairs returned before finding the right fit. Never a quibble from them.
]]>I shop from Zappos.com for deals...but my next purchase is for a pair of running shoes for my wife and there are no deals out there for these particular pair of running shoes as it is brand new. I will definitely order from Zappos just for this nice gesture.
Great customer service as well as genuine human beings performing extended service like this one....they sold me.
They overnighted a new pair with a UPS ground return label and $20 off coupon with free shipping. That's when Zappos won me over. I've bought a lot from them, and I've only had issues once (and their CS is great).
]]>I couldn't have said it better myself. Something like that clearly goes above and well far beyond the normal company.
]]>That makes me feel all warm and fuzzy inside~ I'll definately look in to Zappos next time I'm looking for shoes.
]]>Sweet Jesus, that is just AWESOME.
]]>