"A Service Company That Just Happens to Sell Shoes"

Previously, I told you about my good experience buying at online shoe store Zappo’s. Just recently, the heel on a pair of Doc Martens I’d ordered from them started falling off. I had been wearing the shoes for just a few weeks. Must have been defective. So I e-mailed them explaining the problem. Their response was better than I could have expected. Look at how many things they do right in this letter:

Hi Charlie,

Thank you for contacting the Zappos.com Customer Loyalty Team.

I am sorry to hear that there is a problem with the Dr. Marten shoes you have. This item has been discontinued so I am unable to send you a replacement pair. I have credited your American Express card for the full amount that you paid for the shoes. I hope this helps.

We are constantly striving to improve our service. If there is anything more we can do for you or if we could improve your experience, please do not hesitate to let us know. We are always here for you – 24 hours a day, 7 days a week, 365 days a year. We like to think of ourselves as a service company that just happens to sell shoes.

Thank You,

Dana
Customer Loyalty Representative in Training Zappos.com
The Web’s Most Popular Shoe Store!
Phone: Toll-free 1-888-4ZAPPOS (492-7767)
e-mail: cs@zappos.com
http://www.zappos.com

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