Sent to you by David via Google Reader:
Happiness: Zappos Has Otherworldy Customer Service
via Consumerist on May 17, 2007
My wife had ordered a pair of sandals from Zappos. When they arrived, she found that they didn't fit. She tried to order the right size, but Zappos was sold out of her size. So here's what the company offered: she could return the sandals (for free), Zappos would refund the purchase price and they'd send her a $25 coupon toward her next purchase.
But wait -- there's more! Zappos also offered to try to locate a pair of the sandals in her size from another vendor. (Hah! Sure, they will!) Fifteen minutes later, the company called my wife and told her they'd found her sandals, in her size, at another online merchant -- "and," the Zappos clerk told her, "they're even cheaper at this other site!" Wow. That's... wonderful. --MEGHANN MARCO
Customer Service Heaven [Freakonomics]
RELATED: Shopping Online: More Revenue From Clothes And Shoes Than Computers
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