Yesterday I had one of the greatest customer service experiences of my entire life. Seriously, it’s the stuff legends are made of.
I ordered a pair of Christmas shoes for Bay about a week ago. I love Zappos free shipping both ways policy (I hate paying to ship back a return) and I am now in love with their “video view”. You know when you’re looking at something on-line and you can’t quite tell if it’s the right color or if it would look right on? Enter video view. It’s a quick 20 second video of an employee holding, squishing, twisting and pointing out the assets of a shoe. I was set on a pair until I watched the video and saw the color wasn’t quiet true to the picture. LOVE.
Naturally I was super excited to open the Zappos box when it came yesterday – but when I did, I realized it was the wrong shoes. I checked the receipt to confirm that I didn’t have an aneurism while shopping and saw that they had clearly shipped me the wrong shoe. Right size, wrong color and style. No biggie, I’ve returned with them before so I knew it wouldn’t be a huge deal. I called up customer service and with in 45 seconds was connected to a person (LOVE). I explained the problem and read off all the number for my order and on the box. The man said he would get it fixed in no time and would I mind holding.
When he came back, he apologized profusely and told me that the shoes I wanted were no longer available in B’s size. Before I could relay my disappointment, he had already launched into a compensation shpeel – Zappos was going to refund my money for the wrong shoes but they insisted that I keep the wrong shoes since they were the right size AND they were going to give me a $25 coupon to purchase a new, different pair. Huh? I asked him to run through it again so I was sure I got the point – I got my money back. And a free pair of shoes. And a nearly free pair of the shoes I actually wanted?? LOVE.
When B woke from her nap, I tried on the new free shoes and realized that she really could get away with a half-size bigger. So I used my coupon and ordered her up the pair I wanted in a half-size bigger for a total of $8.99! Amazing!
She’ll be looking so fancy in her new, nearly free shoes! Shop Zappos. Shop them often and tell your friends!