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Update:

Not sure what time UPS showed up with the delivery (sometime between 1:30-4:30), but the box was waiting for me when I got home from running errands. Absolutely awesome and mind-bogglingly (is that even a word?) impressive. Thanks again, Zappos.

Original post:

So last night I ordered a new pair of adidas Sambas from Zappos to replace my old ratty, falling apart pair.

I placed the order at 6:11 PM with the free shipping option (4-5 days) and figured if I was lucky they might show up by the end of the week. At 7:19 PM, I got an email from Zappos thanking me for my order and letting me know they upgraded my shipping to something faster (the email didn’t say what, specifically).

Last night when I checked the tracking info they sent, I thought there had been a mistake. The delivery was scheduled to arrive today. Not only had they upgraded my shipping—for free, they upgraded it to Next-Day Air—for free. Now THAT is making your customers happy. Keep in mind that this is the first time I’ve ever ordered something from them. I’m not some long-time customer they’re thanking for being around forever, I’m a brand-spanking-new customer. Amazing.

So to Tony and the rest of the Zappos crew, thank you. You’ve reassured me that some companies do still care about their customers (even first time ones like me). I’ll definitely be ordering from you again.