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A Happy Zappos Customer Says:

"I am writing to tell you about my wonderful positive experience with your company. I had never used Zappos before three weeks ago. My daughter and her family were visiting and they were going to return to Australia in three days. My grandson wanted some Heely shoes and you had them. I ordered them before he arrived and they came promptly. Unfortunately they were too small. He was heartbroken as any six year old would be if his dream shoes had to be returned. I telephoned your company and explained the dilemma. The staff member was extremely, sympathetic, courteous, and professional. He spent time helping me determine which size would best suit my grandson and then he assured me that the shoes would arrive before my grandson left the country. In addition, he waived the express delivery fee. I offered to pay for the shoes again and then get a refund later. He said it was not necessary and that he would forward me a mailing return slip with the understanding that I would return the shoes that didn't fit within 14 days. I was amazed and delighted by the trust that Zappos had that a customer could be counted on to do the right thing. I must admit I was a bit nervous that the shoes wouldn't arrive on time despite my repeated assurances to my grandson that they would. As promised, the shoes arrived, they fit perfectly, and my grandson was very happy. I want to congratulate and thank your company for a job well done. In the future, you can be assured that your company will have my business as well as the business of my friends and associates. With regards, Jeanmarie A."

Jeanmarie A., Mar 21, 2009

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