The postings below are letters that I have written to companies in response to personal customer service experiences - both good and bad. My goal is to both thank and kindly remind companies that the customer does matter. If you would like to post your own personal letter, please send it to me (brianjosephmason@gmail.com) and I will post it.
Monday, April 14, 2008
Zappos
Are they powered by service? I have never used them before, but a friend of mine passed along their box branding.
I used Zappos when I wanted to buy comfortable Danskos for teaching. They had a wide selection, and an EXCELLENT return policy. They include a free return-label sticker so all you have to do if you want to return or exchange is tape the box back up, stick the label on, and send it back. I used this system whent he shoes came and were a little small. I simply wrote send me the next half size up in the box, used the included sticker, and they exchanged it and shipped out the new shoes also free of charge. This policy is ideal for an online shoe distributor because every shoe fits differently, and it seems fair that the customer shouldn't have to cover the costs of a shoe not fitting.
1 comment:
I used Zappos when I wanted to buy comfortable Danskos for teaching. They had a wide selection, and an EXCELLENT return policy. They include a free return-label sticker so all you have to do if you want to return or exchange is tape the box back up, stick the label on, and send it back. I used this system whent he shoes came and were a little small. I simply wrote send me the next half size up in the box, used the included sticker, and they exchanged it and shipped out the new shoes also free of charge. This policy is ideal for an online shoe distributor because every shoe fits differently, and it seems fair that the customer shouldn't have to cover the costs of a shoe not fitting.
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