Zappos Customer Service

[just]

There was a thread before christmas about good customer service experiences and I shared the fact that Zappos quickly and easily took care of the fact that I send $300 worth of Winter coats to Wisconsin instead of Massachusetts.

Today I got home, and that same customer service person, had sent me a huge box full of gifts based on our conversation. Her stock question in her greeting was what is making you happy today - and I said the christmas lights in my office. So she sent me candles so I could have that glow year round. She asked what I did, so sent me a wall hanging about teaching, along with some handmade soaps, and a beautiful handmade card.

I knew Zappos was known for allowing their reps a lot of autonomy in creating great service (see the book - www.amazon.com/Delivering-Happiness-Profits-Passion-Purpose/dp/0446576220) and that they give them time and budget to do these things - but ... they sold me! I've always been a big fan but now I'm a full convert!

[cookies]

Holy crap, that's amazing. She should be allowed to participate in the ML secret Santa exchange.

[fuckyourcouch]

Whoa. That's awesome.

[spartyfan]

Wow! That is certainly going above and beyond. Thanks for sharing!

[mom2twoboys]

I love zappos. I buy so much from there!

[elleblue]

I love zappos. I've been ordering shoes from them for almost a decade - so easy. I've never had to call customer service for any issues, but I almost wish I had. lol

[underwaterrhymes]

Yes! Someone here bitched about the weird question the customer service agent asked them and I was like, noooooooo! They're awesome!

I'm so glad you had a great experience.

ETA - pandce.proboards.com/thread/473258/chat-me-cracking

beefcheeks - see?!

[pumpkin]

This is awesome!

[closertofine]

I love them. This is great.

[beefcheeks]

Jan 14, 2016 20:25:11 GMT -5 underwaterrhymes said:

Yes! Someone here bitched about the weird question the customer service agent asked them and I was like, noooooooo! They're awesome!

I'm so glad you had a great experience.

ETA - pandce.proboards.com/thread/473258/chat-me-cracking

beefcheeks - see?!

I'm late to the zappos par-tay, but I'm on board now! :-) That is pretty amazing customer service!

[isabel]

Wow. That's kind of amazing.

[fezzik]

So awesome!  I love happy stories like this.


Has this been shared here?  Another neat customer service experience, but from Zulily.  Someone in this article said they had a similar experience with Zappos too.

www.huffingtonpost.com/entry/coat-return-zulily_5695c9eae4b05b3245db1c57?cps=gravity_5057_7975989404623852333&kvcommref=mostpopular

Store’s Heartwarming Response To Customer’s Coat Return Goes Viral

Store returns are, at best, straightforward and painless. Horror stories are common, too. But this week, the story of one woman’s coat return has gone viral for its unexpectedly heartwarming ending.



Kelly Blue Kinkel shared the sweet tale on Facebook on Jan. 4. In her post, she said she had “one of the best customer service experiences of my life” after deciding to return a winter coat to the Seattle-based e-commerce company Zulily.



“I called customer service and asked how to return the unopened coat for a refund. I spoke with a sweet young man named Patrick, and he let me know he would refund my money immediately,” Kinkel wrote. “I asked again how to send it back, and he said, ‘Please don't send it back. If you know someone who needs a winter coat or if you would like to donate it to a charity, that would make us very happy.’ I honestly thought he was kidding. It took me a moment to realize he was completely serious, and then came the tears.”

Kinkel’s post has been shared more than 21,000 times to date.



In the comments, other netizens have shared their own feel-good experiences with Zulily and other brands.



“I had a smiliar experience with shoes and [the e-retailer] Zappos,” wrote Helen Hutton. “I tried to return some shoes and they told me to just pass them along to a family in need.”



Zulily has yet to respond to The Huffington Post’s requests for comment.