Aaron Hockley |
| Zappos Customer Service: My First Time Posted: 12 Mar 2013 07:45 AM PDT Given that I order darn near everything else online (thank you Amazon Prime), it’s a bit surprising that, until a couple weeks ago, I’d never ordered shoes from Zappos. After a frustrating trip to the mall, I decided to try out ordering shoes online. I was slightly apprehensive about purchasing shoes unseen and without trying them on, but I’d heard the many stories of Zappos’ famed customer service and figured it was worth a shot. I ordered a pair of Nike shoes (nothing too crazy, about $50) and waited for them to arrive a few days later.
A human (Mike) answered the phone quickly. I explained the two problems with the shoes, and he was very apologetic. In a five-minute phone call Mike:
Most companies would’ve exchanged the shoes, perhaps cross-shipping but requiring me to box up the old pair, take them to the post office, or otherwise go out of my way. Zappos went above and beyond the make the process as easy as possible for me, and threw in a little something extra to keep me as a customer. Well done. The replacement shoes arrived without any problems. I have a nice pair of shoes, a slightly-less-than-ideal pair of shoes, and a desire to shop with Zappos in the future. |
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