>>Their service was getting sloppy, too. The last time they goofed was when I got a disc which was broken (literally, as in fractured) - in two pieces. I returned it and lodged a complaint; they sent a replacement soon enough... the same broken disc again. It wasn't even pulled out of circulation.
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>Dumb. I was really impressed with the service from Zappo's last year (and that wasn't the first time they impressed me, actually). I ordered some shoes and the ones I liked didn't fit quite right--IIRC, they were a little tight. So I ordered the next size up, but when they came, they were too big. I called and spoke to a rep, explained that I was pretty sure the original size was the right size, but that pair had been too tight. She arranged to send me a different pair of the original size; when I asked how I'd know it was a different pair, she indicated that they actually could track every pair. Sure enough, the new pair were just fine.
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Zappo's is owned by Amazon now so you expect a certain level of service. (I'm sure someone will say they have had a bad experience(s) with Amazon but I can't think of one. And that's in hundreds of orders going back to when they first started).