Posts Tagged 'Customer service'

Zappos: A Shoe Story Done Right

Happy shoes from Zappos

Zappos rocks! My son and I were school shopping on Saturday, and he happens to have big, wide feet. So shoes are always a challenge to find–and Saturday we had absolutely no luck in the mall, shoe-wise. The only size 12 Wide shoes we saw were totally lame and all the 12 regulars were, well, duh! too skinny for the wideness of his mega-extremeties.

So even though I have serious reservations about buying shoes online, I turned to the Internet for help, typed in “big men’s shoes” and hoped for a miracle. Or just a shoe store that offered shoes that my picky teenager would actually wear and that would fit his rather large-ish feet. It wasn’t too long before I found Zappos, selected several that I thought his highness might consent to wear, and consulted the teen-prince to see which of the selections were acceptable.

I picked Zappos out of the several big-shoe stores because they offer free shipping both ways–and of course, since they offer free shipping both ways, they suggest you order several pairs, try them on, and send back the ones you don’t want. Sounds good!

So we picked out 3 pairs and ordered them up, standard shipping. says that standard shipping takes 4 to 5 business days. We’re hoping that they will make it here in time for school, which starts a week from today, because all he has to wear on his feet are flip-flops and some old tennis shoes that squish his feet. It was Saturday at about 5:30 p.m. when I placed the order.

Saturday at 9:45 p.m. I get another e-mail from Zappos, stating:

Although you originally ordered Standard (4 to 5 business days) shipping and handling, we have given your order special priority processing in our warehouse and are upgrading the shipping and delivery time frame for your order. Your order will ship out Monday, August 11th 2008 and be given a special priority shipping status so that you can receive your order even faster than we originally promised!

Wow, cool. So we’re thinking it’ll ship on Monday, maybe we’ll see them here by Wednesday or so. But then I got ANOTHER e-mail from Zappos at 1:36 a.m. saying they’ve shipped already!

I have to say I was very pleased when UPS drove up about an hour ago with a box from Zappos containing three pairs of cool, big shoes. And I’m sure you can imagine what his highness thought of that!

“They’re awesome!” he says of Zappos.

The downside to this is of course they ALL fit perfectly, he loves them all and wants to keep all three pairs.

Sigh. Be careful what you wish for!