Zappos Continues Awesomeness

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.