 |  |  | I need to start this email out by saying Thank You. It is almost an anomaly to receive fair customer service in today's world, but to have a phenomenal experience is almost unheard of. I must share my experience with one of your telephone customer service representatives. With my mom's birthday quickly approaching, I decided that I would attempt to get her a bracelet I came across in a style magazine. After contacting the manufacturer, I was disheartened to hear that they had already sold out of the item. After some internet searching, I discovered that the item was still available at Zappos.com. With only 2 days to spare, I called the 800 number and reached a representative who took my order over the phone. After placing the order, she gave me my total and started to conclude the phone call. I realized at that point that the total she gave to me did not include shipping and I asked her how much the shipping would add. She then explained that she was not charging for shipping and that the overnight service would be at no charge. In my mind I wondered how this could be? I asked her if there was some type of special going on for free shipping. Her response was "NO, you're just special". This small random act of kindness was so touching, I felt compelled to explain my situation... "My mom's birthday is just a couple of days away and I needed to have this bracelet as soon as possible. You have just made my day. This bracelet sold out at the manufacturer because it's Breast Cancer Awareness Month and 50% of the proceeds go to research. I want you to know that you have done something so very special for me". She then shared her experiences with her own mom being diagnosed with Breast Cancer and how it actually saved her life. She shared a few intimate details of her mom’s survival and at that point I was in full tears. I explained that I too am battling Breast Cancer right now at only 37 and that her random act of kindness had truly touched me. With chemo leaving me no energy to shop, it was imperative that I have something to give my mom. A mom who has been there for me every step of the way. I could not thank this representative enough for her kindness, empathy, and compassion. The next day I had chemo and work called to tell me I got a flower delivery. Beautiful pink roses. The card... "Our thoughts and prayers are with you. From your Zappos.com Family". I am in tears just writing this email and I want to make sure that this lady not go unrecognized for the difference she made in my life. This is a phone call that I will never forget. And when I am done with treatment and can finally say that I am a Breast Cancer survivor, it is people like this who I will most remember for giving me the strength to fight another day. Heather E. |  | ~ Heather E., October 27 2008
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