Zappos Letter

3514 Lancaster Avenue, APT 114

Philadelphia, PA 19104

(201)-213-6700

mw595@drexel.edu

February 1, 2012

Zappos Customer Loyalty Team

CS@Zappos.com

1-800-927-7671

Dear Zappos Customer Loyalty Team,

I have been a loyal customer with Zappos.com since 3 years ago and I always get the fall satisfaction with the high quality service as well as shopping experiences here. On January 19, 2013, I purchased a pair of Sam Edelman pumps, size 7.5, in black, from your website. My order number is xk903847577. The pumps cost me $120.00.

After accepting the delivery of the shoes yesterday afternoon, I opened the package and found that the size was wrong. The size is 9.5, which is 2 sizes larger than my shoe size. I am going to attend an important business banquet with my boss representing my company next Monday and everything is all-set except for the shoes now. I will be busy for the days leading to the banquet, and do not have time to follow the normal return procedures of waiting for you to receive the wrong order and sending out the right one.

I have always regarded Zappos.com to be a high quality company and have never imagined this issue could happen. I think that it would be fair to request a return and at the same time I would like to get the right product with free next day shipping. In addition, I would like to request a discount coupon for future purposes because this error on your part has seriously inconvenienced me.

I want to keep business with you, so I look forward to your reply and would appreciate this matter being resolved within the next 2 days.