Zappos online shoe store, famed for its amazing customer service, has done it again.
Arslan writes:
I wanted to tell you guys about an awesome experience I had with a company. I ordered a pair of sandals from Zappos.com. Right off the bat I got an email that my order was upgraded to two day shipping just because (standard shipping is 4-5 days and is free). I got the sandals but sadly one of straps ripped after a month. I called them and found out they actually have a joke of the day option on the menu.
I listened to the joke and then was automatically transferred to a customer service rep with no hold time. I told her what happened and she apologized several times for the defective sandals. She said because they were defective they would send me new ones for free and I didn’t even have to send back the old ones. She even upgraded the shipping to overnight.
I was shocked at how painless and pleasant the whole experience was. The first thing I thought was to let you guys know. I told her how happy I was with their customer service and she gave me the email of the company’s ceo (CC’d). Here’s a company that knows how to win over customers!
This is the company that after training new hires, offers to give them $1000 if they quit right there, the idea being that if you’re not totally committed to the unique Zappos customer-centric culture, they don’t want you onboard. Looks like policies like that are reaping dividends with ecstatic customers like Arslan.
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This story makes me feel like buying some shoes. Guess where I’m going?
My mother just bought a laptop from Zappos. I didn’t know they sold anything aside from shoes.
i bought a pair of sneakers from zappos and they were delivered free on the very next day. the shoes were too tight so i called about exchanging them for a bigger size and instead of making me wait i got the new pair in the mail the day after i called along with the return shipping labels and a note explaining they had arranged to have them picked up in a few days and i just had to leave the package out front for the ups guy saving me a trip to mail them back. they do charge more then other shops but with free next day shipping its pretty much a wash. and i don’t mind paying the extra money to them because i know from experience that if i have any problems that they will sort things out and treat me right. also knowing that they treat all of their customers so well makes me want to give them my business.
My job at a major world bank with offices in lots of “CITI’s” was outsourced to India last December. I got a severance package but still had to find work. I’m nearly 60 years old so it’s not that easy. But I live in las Vegas and had heard so much about Zappos and was acquainted with a couple of people who worked. So I applied and was offered a job. I began a training class of 30+ people on June 2nd, and about 10 of them were already Zappos employees, who are all required to take “Customer Loyalty Training” no matter how long they’ve worked for the company, including 2 weeks of taking phone calls.At any rate, I’ve been there 3 months, still enjoying it and it’s nice to be at a company that offers a different culture than anywhere I’ve ever worked. BTW, at the end of our training class, they offered everyone $2000 to quit. No one did.
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I’ve worked for Zappos for almost two years and love it like a child. The reason our customer service is so good, is because the company treats us good as well. Happy Employees = Happy Customers. Tony, our CEO, takes amazing good care of us. He even goes so far as to take a salary less than some of our call center employees and he sits in a little cubical on the floor with everyone else; no fancy office for him. We have an internal saying, “We’re a service company that just happens to sell…everything.” Which brings up another point, nobody but one has mentioned all the other great stuff Zappos sells besides shoes!
We have handbags, sunglasses, housewares, cookware, bedding, watches, camping equipment, snowboards, climbing gear, solar powered cell phone chargers, DVDs, laptops, video games, etc!! We even have a few specialty websites designed to showcase them like Outdoor.Zappos.com, Bags.Zappos.com, RideShop.Zappos.com, etc. Check it out!!
Okay, I’m done plugging. But seriously, Zappos is the best place to work in the world…and shopping there is a lot of fun too.