This may be a pretty lame post but I have to put a plug in for what is now my favorite place to buy shoes . . . and you don't have to leave your house!
On a recommendation from my sister, I shopped at Zappos.com for a shoe purchase as a gift to my husband for Christmas. (Do I need to describe how painful it is taking Lindsey and Austin shopping for anything?) My experience was first rate and because I had used my Pay Pal account, I received next day shipping for free.
When it came time for Ethan to get a new pair of shoes, I decided to be a repeat customer. I browsed through a selection of shoes in his size, and my price range, picked out the ones I approved of and saved them to My Favorites list on the website, and let him choose which ones he liked best out of that list. I placed my order and just for being a repeat customer I again received next day shipping at no cost. They arrived the next day before Ethan got home from school.
A week later Ethan complained that the sole of his tennis (they are running type shoes to be exact) came unglued on a small corner. I didn't want to hassle with sending them back for such a small defect that really wasn't a big deal, so I took them to a shoe repair where they tried to glue it back using their own shoe glue. Ethan wore the shoes for one more day and the process had not been effective, so I decided I would attempt to return them.
I called Zappos' 1-800 number today and a cheerful customer service representative responded on the other end. I explained the situation and she was concerned that since I had already "altered" the shoe by taking them to a shoe repair that I would not be able to return them. She checked with her manager and they agreed to give me a "courtesy" exchange and that next time I should just call them first. All I wanted was an exchange for the same shoe. She then e-mailed me the return shipping label while still on the phone, which I was to just print and tape to the box I was returning the shoes in, at no cost to me. THEN she said I would be getting my new shoes the NEXT DAY! All I needed to do was ship the defective shoes within 14 days. The process couldn't have been easier! I related to her how satisified and impressed with Zappos.com and she then invited me to VIP status as a customer with them. This allows me to continued Next Day Shipping at no cost!
I have not tried the VIP website yet, but I have four kids, and I'm a runner. I'll NEED shoes all of the time.
I'm impressed with this company's top notch customer service at a time when customer service is falling behind at so many retailers. I recommend this website to anyone.
Tuesday, March 3, 2009
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