Zappos Steadfastly Refuses To Stop Delighting People

Yes, here is another happy Zappos customer. Reader Sarah’s son’s shoes broke and she asked to exchange them… but they just overnighted new ones instead.

Sarah says:

I ordered a pair of Keen Kids Newport H2 sandals from Zappos on April 14th for my son.

Unfortunately, one of the straps broke last weekend so I emailed Zappos to organize an exchange. Lori kindly got back to me this morning letting me know that not only were they sending out a replacement but they were overnighting my order for free and I needn’t bother to send back the defective pair. Zappos has just earned themselves another loyal customer.

Yeah, speaking of that, Zappos sent me the wrong shoes and when I tried to send them back they wouldn’t let me, and instead told me to donate them to charity and overnighted me the correct ones.

Any suggestions on which is the best charity to give a pair of totally-useless-to-me size 6 moccasins?

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