I recently ordered a couple clothing items from Zappos that didn’t quite fit. No biggie. I called their customer service line and immediately talked to a human being who changed my order to other items, emailed me the new receipt and a printable return label (i.e. – free shipping on my return).
In my haste to leave town I stuffed the two items to be returned into the Zappos box and somehow threw in a client’s copy of Adobe Creative Suite software. When I got back from Austin, I was puzzled to find a Zappos box on my front porch (the previous items were already picked up). After sorting through my mail, I opened the Zappos box to find the software and all its cd’s returned.
Although they’re due for an upgrade, I was shocked that a massive operation like Zappos not only found my software, but tracked down my name and address to ship back (also for free). While Zappos isn’t always cheapest, I only see a MAJOR upside as their customer service stories continue to spread. I’ve gotten to know a few Zappos employees (their distribution center is 15 miles from me) and they say the tales of their dedication to customer service and culture are true.
I don’t order much clothing or shoes online, but it’s worth the few extra dollars a Zappos item may cost just to know you they’ll get it right, even if YOU screw up.
What’s your best Zappos story?
