Zappos Customer Service is Unbelievable! / Susan Brown, Your Texas Connection, Keller Williams Realty

Real Estate Agent with Keller Williams NE, Kingwood Texas (Humble & Atascocita too)

This is an incredible story.  Since customer service is something I still hold in high regard, I couldn't wait to share with you what happened to my team member Carol.  

Carol loves to shop online.  One of her favorite sites is  Recently she bought some shoes that turned out to be a different size than what was stated on the box.  She called Zappos - no big deal, a new pair was on it's way overnight - and she was asked to return the wrong sized shoes within two weeks to avoid additional charge & refund transactions.  Needless to say, Carol didn't quite make the two week deadline and the day after she had shipped them back, Zappos sent an email gently reminding her to return the shoes.  Carol responded that they had been sent the day before and apologized for the delay.  She went on to say she had been busy with plans for her 25th wedding anniversary & had forgotten.  

Today when Carol got home, there was a package on her doorstep.  The box said fresh flowers and inside was a beautiful mixed bouquet.  Wondering who sent them, she opened the card.  They were from Zappos!  

You know, ordinarily Zappos customer service stands hands and shoulders above the rest.  Free shipping BOTH WAYS.  Just in case your shoes don't work out, you don't have to pay to return them.  And you have 365 days to return  them.  Also, there are online reviews on shoes so you know what real people think of the various styles, brands, comfort, arch support, etc.  And if you do need to call or email Zappos, their representatives really make you feel like your satisfaction is important to them.  But to send flowers to a customer - wow - Zappos Customer Service is Unbelievable!  

The Card

Zappos Flowers for Carol

Susan Brown, Your Texas Connection sells real estate in Walden on Lake Houston, Eagle Springs, SummerwoodAtascocita, TX, Kingwood Greens, Royal Shores & Kingwood, TX - just to name a few!  Susan's the team leader for Your Texas Connection at Keller Williams Realty NE.  Visit their website for more in depth info about the team and what they can do for you.  Or call Susan direct (281) 415-1454 if you'd like her to start working on your behalf today!


Posted by

             Susan Brown       

Susan Brown, Your Texas Connection, Keller Williams Realty

(281) 415-1454



Comments (15)

Barbara Todaro
RE/MAX Executive Realty - Retired - Franklin, MA
Previously Affiliated with The Todaro Team

I've always enjoyed and appreciated shopping oline at granddaughter and I scroll through the pages of shoes and we shop!!!  once they sent the wrong size and I returned it for free....they immediately sent the right size.

Nov 10, 2010 12:18 PM
Kathy Streib
Cypress, TX
Retired Home Stager/Redesign

Susan- now that should get the Customer Service Award of the year!  I love Zappos and you just gave me another reason to keep on shopping there!

Nov 10, 2010 12:24 PM
Wanda Thomas
Montana Homestead Brokers, Broker, CRS, GRI, SFR, RN - Billings, MT
Billings Montana Real Estate

I've never shopped for shoes online, now I think I'll give it a try!

Nov 10, 2010 01:20 PM
Shirley Parks
Sands Realty 210-414-0966 - San Antonio, TX
Broker, 210-414-0966, San Antonio TX Real Estate

Hi Susan, I have never shopped online at Zappo's.  I will check it out.  Sounds like they have superior customer service!

Nov 11, 2010 02:42 AM
Aaron Silverman, Bluewater Property Management, LLC and Lowcountry Turnkey Properties, LLC - Charleston, SC
Improving Real Estate Experience through Education

Wow, I have never heard of customer service like that before. earned a lifetime customer and will profit in the long run.  Great business model.  It is much easier and cheaper to keep current customers happy than to find new ones. 

Nov 11, 2010 11:24 PM
Karen Kruschka
RE/MAX Executives - Woodbridge, VA
- "My Experience Isn't Expensive - It's PRICELESS"

Susan  Zappos is successful for one reason and one reason only - they respect their customers

Nov 12, 2010 01:25 AM
Susan Brown
Keller Williams NE, Kingwood Texas (Humble & Atascocita too) - Kingwood, TX

Barbara - Carol has me checking out Zappos now.

Kathy - I do love the convenience of shopping online & apparently I need to be at Zappos too!

Wanda - Check them out!

Valerie - Isn't that the truth!

Shirley - I have a feeling you'll find them remarkable too.

Aaron - They do have a great business model.

Karen - That is the key.  Respect for your clients.


Nov 15, 2010 09:27 AM
Nina Rogoff
RE/MAX Executive Realty - Medfield, MA
Sells Real Estate!

I just received my first Zappos order! I love the fact that shipping is free both ways. Talk about customer service. This story is incredible! What a great way to let customers know it's more than just making money. Thanks, Susan!

Nov 16, 2010 03:35 AM
Lori Churchill Cofer
Beasley Realty - Pullman, WA
Realtor - 509-330-0086 - Pullman, WA


This is a new one to me....I will be checking them out for sure!

Nov 16, 2010 02:08 PM
Susan Brown
Keller Williams NE, Kingwood Texas (Humble & Atascocita too) - Kingwood, TX

Nina, It really is about more than making money!  Customer service used to be a big deal but I fear a lot of companies just do the least they can.  Thank Goodness for Zappos.

Lori - Let me know what you think!

Nov 17, 2010 03:15 AM
Kate Kate
San Diego, CA

Susan, it's true! I love Zappos. I have small feet, too small for my height, compliments of my 5' mom! So I order from Zappos. They waive shipping and send replacements if needed, telling me to return ones that didn't fit within a month! Kate

Nov 18, 2010 12:57 PM
Susan Brown
Keller Williams NE, Kingwood Texas (Humble & Atascocita too) - Kingwood, TX

Kate - They have an incredible business plan.  And they value their customer service.

Nov 23, 2010 09:37 AM
Lizette Fitzpatrick
Lizette Realty - Richmond KY - Lexington, KY
Lizette Realty, Lexington KY MLS - Kentucky Homes

That's totally amazing. I've studied their shoes online but haven't ordered from them yet. I'll keep this in mind. THanks!

Nov 24, 2010 02:31 AM
Susan Brown
Keller Williams NE, Kingwood Texas (Humble & Atascocita too) - Kingwood, TX

Lizette - I didn't like to order online because of the hassle of the return plus the cost for shipping it back.  Zappos has made the online shopping experience enjoyable!

Nov 24, 2010 04:02 AM