Extra-good customer service

[firstfrost]

I've heard a lot about Zappo's customer service, and actually got to interact with it the other day. I often order shoes from them (since I always get approximately the same shoes, in the same size, it's pretty simple), but had never tried ordering socks. So I got some socks, two sets of which were fine, and one set of which, wearing all day ended up being too pinchy at the "make sure this stays up!" cuffs. They came in a three-pack, and the other two hadn't been opened, but the *price* was for all three, so I emailed customer service to make sure that I could return two out of the three (the return button is more atomic than "return 2/3 of this order"), since the third had been worn. The answer was "Well, this time you can return all of them, though normally we don't take returns that have been worn outside". Which... is really nice, and sweet of them (and made the return button simpler), but I end up feeling as if I've gotten away with something that I wasn't even trying for! I don't want to be the bad customer that demands unreasonable things!

But, anyway, go them. Their customer service is better than I wanted. :)

Comments

[ironrat.livejournal.com]

I don't think you can "get away with something" if you ask for it (without deceit) and they agree to give it to you. :)

[firstfrost.livejournal.com]

I wasn't thinking so much of deceptive as whiny. That is, the sort of getting away with like

Me: Can I have this unreasonable thing?
Them: That's not really reasonable.
Me: Please? Please please! I really want it! Whine whine!
Them: Fine, fine, you can have it.

[shumashi.livejournal.com]

Well, except it sounds like how it actually went was:

Firstfrost: Can I have this reasonable thing?
Them: Actually, why don't you go ahead and do the unreasonable thing, just this once.

Which I don't see any reason for guilt over.

Especially since a key part of the Zappos marketing plan is to acquire and retain customers by giving unexpected nummies. Which totally worked, because you had a great experience which makes you more likely to come back as a customer, and perhaps you'll tell your friends, some of whom might also become customers. Which you did. :)