There’s a lot to be said for good customer service, and a quality product. And when a product doesn’t live up to its billing … good customer service can save, or destroy, the consumer/retailer relationship. Zappos has great customer service. I thought that their low priced, and sometimes free, shipping was fabulous … but it gets even better.

In January, I purchased some sandals to replace my FAVORITE Merrell sandals. I’d worn my favs for two years and they were in need of a permanent rest. So I found a style I’d purchased for Sophie and ordered them in January. I wanted to be ready when the heat arrived. I broke them out of the box about four weeks ago and have been enjoying them since. Today, I looked down only to discover that the stitching on my new shoes was coming undone. At first I thought that maybe it was just an aesthetic issue I could overlook for comfort, but no …. it turned out to be structural. So, I decided to call Zappos and see what, if anything, could be done.

Their Customer Service department was only too glad to help me. My shoe has been discontinued, but they found a similar style by another company and agreed to do an even exchange. In fact, they are sending my replacements out to me as I write this. They didn’t even wait to get the defective shoes back!!! They emailed me a shipping label to do the return, and said to try to have them back within 14 days. I can do that. The best part is … my new shoes will be here TOMORROW!! Awesome. I will definately be shopping Zappos again.