I’ve heard countless stories about Zappos being a company that really understands customer experiences and how to keep people passionate about their brand. If they don’t have the shoes you’re looking for in stock, their customer service people will try to find another company that sells them and then will tell you where to get them. That’s pretty amazing enough, but this woman has a story that makes my heart melt.
She bought some shoes for her mother, who then passed away before she could wear them.
When I came home this last time, I had an email from Zappos asking about the shoes, since they hadn’t received them. I was just back and not ready to deal with that, so I replied that my mom had died but that I’d send the shoes as soon as I could. They emailed back that they had arranged with UPS to pick up the shoes, so I wouldn’t have to take the time to do it myself. I was so touched. That’s going against corporate policy.
Yesterday, when I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. Big and lush and fragrant. I opened the card, and it was from Zappos. I burst into tears. I’m a sucker for kindness, and if that isn’t one of the nicest things I’ve ever had happen to me, I don’t know what is. So…
Wow, talk about going above and beyond - I’m usually so cynical about things like this but I just think this is such an amazing story.
This post is tagged under: random thoughts
Zappos is an awesome site. I love it. Now if only Zappos could get into online banking…