I can't help but share my most recent and as expected, positive, interaction with Zappos.com. I think my exact words when I hung up with their customer service rep (was it Christina I was talking to?), was "how are they so nice?"
Story goes a little something like: my folks bought me some Hunter boots and liners for Christmas. The boots are grey and the liners ma purchased were green--and boy oh boy did they clash. So those had to go back and get exchanged for charcoal. As for the boots, I wore them one day after Christmas and unfortunately the insole of the left boot rode up the back of my heel as the day went on, making for a very uncomfortable fit.
I had emailed Zappos a few times to figure out how to do the exchange and they said I should call--they'd be available 24/7. So finally, I did tonight and with ease, the transaction was completed. But this wasn't your normal transaction--the customer service gal was so nice! Chatting me up, asking what I was doing this weekend (and when I said going for a training run for my half-marathon, she made conversation about that). Looking up the gift order was easy--all she needed was my mom's email address. And, apparently the boots were $35 cheaper when my mom ordered them than they are now, but the gal just waived that. I was slightly worried about the boot exchange since they had been worn once, but they chalked it up to a defect--no questions asked. Additionally, since my mom and I are both VIP customers, my order is shipping tomorrow for arrival Monday.
Gift returns and exchanges can be difficult when you're in the store, standing across the counter from an associate. Thanks for making this process easy, breezy, beautiful, Zappos.com.
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