Zappos Sends You Flowers

We get nice stories about Zappos’ customer service all the time, but this one seems to have touched a lot of our readers.

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.

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.

By all accounts, Zappos seems to be staffed by nice human beings.

I Heart Zappos [ZazLaMarr] (Thanks, Spencer, Nicole, Tab, Kim, Karen, Michael, and Cheryl!)

Comments

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  1. Kaj says:

    Sweet Jesus, that is just AWESOME.

  2. quiksilver says:

    wow. i’m a fan

  3. hubris says:

    Love Zappos. They’re the only company I buy shoes from, and have never had a single problem, even with returns.

  4. blue_duck says:

    That makes me feel all warm and fuzzy inside~ I’ll definately look in to Zappos next time I’m looking for shoes.

  5. LetMeGetTheManager says:

    @Kaj:

    I couldn’t have said it better myself. Something like that clearly goes above and well far beyond the normal company.

  6. coopjust says:

    Zappos is great. I had a pair come in (tried on once, scuff marks on the bottom but great condition otherwise). They were so apologetic on the phone.

    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).

  7. Vilgrom says:

    Zappos is the best company in America.

  8. crnk says:

    Great experiences here with Zappos!
    The one time I did order shoes from them, they arrived quickly and without problems.
    And once, I wanted to ask about shoes they had in limited sizes, so they signed me up for updates triggered when/if they get more of that shoe in stock.

  9. Solidgun says:

    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.

  10. Fuzzyman says:

    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.

  11. new and troubling questions says:

    Zappos is pretty amazing…you can sometimes find better prices at other stores for the same shoes, but their customer service is worth a few extra dollars. If only more companies realized that excellent customer service and profits are NOT mutually exclusive.

  12. LiC says:

    My boss is a Zappos evangelist. She gets the shoes delivered to her at work, then she walks around in them, we critique, and finally she sends back what she doesn’t like. And gets the same styles back again in different sizes.

  13. stavs says:

    Zappos is the best. I’m staring at an order that I just got but have to return due to size issues. Their customer service is excellent and its such a painless process to return items. I have one lost return which I am waiting for them to follow up on, and I’m sure they’ll take care of it. You cant go wrong with these folks, especially after reading that story!

  14. ColoradoShark says:

    Wait, wait. Isn’t this the Consumerist? No one has blamed the victim yet! I guess Zappo’s really is awesome.

  15. kimsama says:

    Wow — I am in the market for new running shoes. I think I have found where I will buy them from!

  16. ogman says:

    Wow, customer service still exists. This company will get my business.

  17. junkmail says:

    @ColoradoShark: I was gonna, but I couldn’t think of anything… what, it’s her fault her mom died? No, wait, Zappo’s is going to pass on the cost of the flowers to the other customers. It’s just not fair!… nah… I got nothing.

    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.

  18. m0unds says:

    Zappos has the best customer service of any merchant I’ve ever dealt with.

  19. atalantapendragonne says:

    That’s just plain awesome. I have a pair of boots from Zappo’s, and the price was good and the shipping fast, but I hadn’t realized the company was THAT cool. Way to go, Zappo’s!

  20. Mary says:

    I can’t afford to buy shoes right now, but they’re bookmarked for the second I have the available funds to replace my favorite boots.

    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.

  21. starrion says:

    Impressive.

    Might need to point the wife in that direction. She gets frustrated with a lot of the service the online stores provide.

  22. starrion says:

    Impressive. My wife is often frustrated with the service she gets online. I might need to point her in this direction…

  23. kidwei says:

    Very impressive. Not only is it just a kind thing to do as a human being, it’s a great thing for their business. I’m sure they’ve made plenty of customers on this comment thread alone, myself included. I can’t argue about this being a marketing ploy. Just a very lovely thing to do. Kudos to Zappos!

  24. mrmysterious says:

    Zappos is a cut above the rest. Their price matching policy, customer service, and speed of order delivery is second to none.

    I’ve always known they were good, but now I know that they have a heart also.

  25. KingPsyz says:

    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.

  26. DrGirlfriend says:

    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.

  27. davere says:

    Just the other day I was saying that I need to buy some new shoes. This does it. I’m off to Zappos.

  28. That70sHeidi says:

    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!

  29. wishlish says:

    Zappos is great if you have big feet. I’ve gotten great, comfy, affordable shoes. It’s nice to hear that they have good prople working there too.

    And my condolences to Ms. LaMarr.

  30. wordsmithy says:

    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.

  31. skittlbrau says:

    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!

  32. Franklin Comes Alive! says:

    Wow, talk about a company that knows what its doing. In what they did for this customer they:

    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.

  33. synergy says:

    @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.

  34. Kifune says:

    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.

  35. mattbrown says:

    I bet money that it was either the CS rep them self or their supervisor’s money. It doesn’t really reflect upon Zappos, just humanity; although Zappos, the cs rep, and the supervisor would like to have you believe that.

  36. groupie says:

    They’re great with exchanges too. I’m a half size and sometimes I have to go up or down a size to find the right fit, but the exchange process is so simple and amazingly quick that it’s never a hassle. I’ve only gotten three shoes from zappos so far, but I definitely plan to buy more soon. It’s a great site for it’s sheer collection of sizes and styles.

  37. Frank Grimes says:

    Thanks Matt for pissing on the parade. Regardless, it means Zappos employs, good, quality people and they should enjoy the fruits of this gesture.

  38. cedarpointfan says:

    Wow, very nice on Zappos part! WTG :)

  39. Keter says:

    @MATTBROWN – I disagree; I had the opportunity to interface with their CS team about a year and a half ago regarding a business alliance, and they are – as an organization – quite committed to excellent customer service. They know it is very difficult to find shoes that fit correctly without trying them on first, so they try to make their return policy as easy on the customer as possible.

    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.

  40. Seacub says:

    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.

  41. LAGirl says:

    wow!! i’ve never shopped at Zappos, but after reading that i want to give them my business.

  42. Anonymous says:

    I have been a Zappos fan for years and now that they have added the free overnight shipping, it is even better. I tell everyone I know to buy shoes from them. I knew they were a great before, but this really makes them even better.

  43. Franklin Comes Alive! says:

    @groupie:

    You’ve bought three shoes? I guess Zappos is a good shoe store for amputees as well… :-)

  44. marsneedsrabbits says:

    I have always wondered about buying stuff from Zappos – their terms seemed almost too good, what with the free shipping & generous returns.
    But I guess they *are* that good, so I’d be a fool not to buy that suede handbag.

  45. tkozikow says:

    Zappos is AWESOME! My entire family buys its shoes online and agree that the CS is outstanding. While you hate to take advantage of a company, the fact that you can buy several styles and return the ones you don’t like is great, especially since you would be hard-pressed to find all of the styles in a single store.

    FWIW, I have had similar experiences with eBags and would highly recommend them as well.

  46. Smackdown says:

    Seriously, that place is the diggity. I have a few hundred bucks to spend on shoes this fall, and I am now re-reminded about how effing awesome they are.

  47. LaBibi05 says:

    Wow, the story plus the the fact that I have yet to see a negative comment will definitely make me check them out.

    WTG!

  48. Dustbunny says:

    Just adding to the general “Zappos is wonderful” thingie — I placed my first order with them last Sunday. The shoes arrived on Monday. They must have shoe-elves working there 24/7. Amazing.

  49. The HZA. says:

    I love Zappos. You can call them anytime. And I love how their automated menu has options for local weather or joke of the day.

  50. Smashville says:

    Zappos is seriously one of those companies that is too good to be
    true. I honestly don’t get how they make any money…they have
    extremely competitive prices, a wide selection, over-the-top great
    customer service (which means they are probably compensating their
    employees well), never seem to tell a customer “no”…and did anyone
    mention that if you order the shoes right now you’ll get them tomorrow
    at no charge? I ordered my boots on a Friday…they came on
    Saturday…who knew people delivered on Saturday? Seriously…it’s good
    that with all the crappy businesses there is at least one that “gets
    it”.

  51. hills says:

    Love Zappos -

    PS – When I get the free regular ground shipping they usually upgrade me to 2 day anyway – yipee!

  52. BrianH says:

    Yes I just have to chime in too — Zappos is unbeatable. Great customer service, huge selection, free shipping, great prices, and it’s so damn easy to shop / search / checkout.

    They’re the best.

  53. suburbancowboy says:

    So many companies fail to realize that when they go and do something simple like this, word gets around. It is the little things that make a company a success.
    Great story!

  54. groupie says:

    @Franklin Comes Alive!: Ha! You totally knew what I meant.

  55. shamim316 says:

    i have to look away from sketchers and nikes towards zappos now.

  56. Snakeophelia says:

    WOW. Although Zappos doesn’t have much in the way of inexpensive shoes, their total commitment to customer service has made me a dedicated customer (so much for my credit card debt). Although I’ve never gotten flowers, I did have a CSR send me out replacement shoes at no charge right before a business trip (the original ones were defective), and I had another rep give me a $20 gift certificate for notifying them about a different pair of defective shoes.

    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.

  57. UpsetPanda says:

    I went to Zappos, looking for a deal. Too bad there isn’t exactly one, but for those shoes that I.MUST.HAVE. I tend to go to Zappos because they’re competitively priced when it comes to full-priced items. That is to say, if Macy’s is selling it for $150, Zappos might be selling it for $150 as well, but not charge me shipping. Macy’s might.

  58. RebekahSue says:

    I’ve done well with Zappos in the past but have shopped around for better deals.

    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.

  59. juri squared says:

    Zappos is one of the best companies I have ever dealt with. At first I figured they were compensating for the inherent trickiness of selling shoes you can’t try on first, but then I found that they are just that awesome. They always bump my shipping speed up for free. I have actually returned a wrong-size pair and had the right size in my hands two days after getting the first pair. Their returns are almost too easy to be believed.

  60. teeves says:

    Customer service is something Zappos won’t skimp on. I just got hired and I will have to do four weeks of “customer loyalty training” (including one week on the phones) before I can start my actual responsibilities in another department. No matter what position one gets hired for, be it accounting, legal, executive, or a customer service rep, all new hires have to do this training in order to understand what it’s like to be on the customer’s end. I spoke more with the recruiter than my department’s hiring manager to make sure I would fit well with the company and their core values. Taking it straight from their mouths, they’d rather hire someone that is a good person with decent skills than a grouch with top-notch skills.

    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.

  61. GetGoGo says:

    Zappos.com rocks! I bought a pair of shoes from them and ordered it in 3 different sizes. Then I just returned the 2 that didn’t fit. The credit was on my credit card website within 2 days. They pay for the return shipping, so I’m not out anything more than originally known. Shoes + shipping = cute new shoes. (Or for the guys… Shoes + shipping = handsome new shoes.)

  62. ddhj says:

    wow.
    really. wow.

  63. Little Miss Moneybags says:

    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.

  64. galupo says:

    They have a few customers for life on this board.

  65. anyanka323 says:

    Zappos is great. Both my mother and I have ordered from them and have had positive experiences. They will price match for you as long as you provide them with the site and price. I ended up getting $10 off my sandals. They also will order your size for you if it is out of stock and inform you when it’s in.

  66. shoelover78 says:

    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!

  67. peggynature says:

    Zappos does have good customer service. Unfortunately, I got hosed on a huge order that I returned to them because I ordered from Canada, and the American dollar went from CAD $1.10 to $0.95 between the time I paid and got my refund. So I lost like $100 on the transaction.

    This is a nice story. A company acting — gasp — like humans.

  68. richcreamerybutter says:

    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?

  69. kylem says:

    My zappos story. Went to New Balance in Seattle. They didn’t have my size or color of the trail running shoe I wanted. I went to 3 different Nordstrom’s – same story! I remembered my exact fit and logged into zappos.com. The very next day my new New Balance arrived and I am so happy! Sad when you can’t even get what you want at the actual company store. Thanks Zappos!

  70. Trackback says:

    Manolo says, oh noes! Amazon is buying Zappos. Amazon.com is trying the shoe retailer Zappos.com on for size. The companies announced on Wednesday that Amazon was acquiring Zappos, based in Henderson, Nev., for 10 million shares of Amazon stock worth more than $800 million.