Zappos is the bomb dot com

If you're a long-time reader of my blog, you've heard about my experiences with both J Crew and Nine West. Both experiences left me relatively satisfied despite the fact that I ended up with an orphaned bikini top from J Crew and a empty offer of a discount on a future order from Nine West. However, no customer service experience in online shopping has left me more satisfied that my experience with Zappos.com today.

Last Friday, I ordered a pair of boots from Zappos that I had been looking at for a while. I'm the sort of shopper that checks provided tracking numbers on at least a daily basis. I just like following the progress of my package, it's fun to me! So, today when my tracking number hadn't received any updates since it left Illinois early Monday morning, I was a little bummed out.

So naturally I turned to Twitter.

It was merely just a random thought of mine. I put it out there without any hopes or expectations of a response from anyone. It wasn't a complaint - my boots weren't late arriving. I was just curious to know where my boots were.

Oh.. and maybe I'm a little bit impatient. ;)

Well five minutes later, my TweetDeck alerts me to an @reply.

I DMed my order number and thanked them for looking into the matter.

A little while later I had an answer.

Wow. Seriously. I never expected they would call UPS for me.


And as if that wasn't enough...


I'm just blown away with the quick and kind service Zappos offers up to their customers. My matter wasn't even a big deal, but they treated me like it was and I couldn't appreciate it more. I can't say enough good things about Zappos and their amazing customer service. You can count on me to be a Zappos customer for life!

On a similar note, how cool is the Zappos map aka Mappos? I am fascinated!

Nine West

Yesterday, I mentioned some issues I had with my recent order from Nine West.

Today, I was contacted via email by the Vice President for marketing of Nine West regarding my order. After getting a bit of information from me, she let me know that she would look into why I wasn't notified of either the back order status of the one pair or the shipment of the other pair that I ordered.

Next thing I know, I get a call from a representative of their company. She explained to me how their back order process generally works and their new system that allows them to ship merchandise from any of their stores rather than just from their website inventory.

It is also their policy that emails are sent out to notify of items being on back order as well as when the items are shipped. The email I received at the time of purchase does state "You will be contacted by e-mail when your order leaves our distribution center. At that time you will be provided with a UPS tracking number if you selected UPS Ground, UPS Express or UPS Next Day Business delivery."

The fact that I did not receive those emails is some sort of a fluke. The representative offered to waive all shipping charges, but I had already had a coupon code for free shipping so she offered a discount on my next purchase instead.

Shortly after that, I received another call informing me that they had located the pair that was on back order, that they would ship tomorrow at the latest and I should be receiving them within 5 business days. As stated yesterday, I did receive the first pair yesterday, on the third business day following my order. I love the shoes, like I've said, Nine West has great product.

As challenged, Nine West stepped up and has completely changed my opinion on their customer service. They went above and beyond to make sure that I, as a customer, was completely satisfied.

And I am.