CEO Letter

You can read and post comments here! (Read the email I sent to employees first.)

Comments

44211416's picture
Jan 6, 2010 at 5:02 pm ZC39083 said:

Congratulations to Tony and the entire Zappos team! This is big news and it sounds like a win-win. Thanks for your hard work and top-notch customer service over the years. Those are two primary reasons for your laudable success today. Enjoy it!

40762871's picture
Jan 6, 2010 at 5:02 pm ZC53205 said:

Congratulatons to Zappos! I wish you all continued success during the exciting times ahead.

466516916's picture
Jan 6, 2010 at 5:02 pm ZC53795 said:

Tony. You are all amazing! I wrote you probably 3-1/2 years ago that I was waiting for your IPO, and knew you were headed for good things. I trust that you saw this important transaction as the appropriate alternative. Congratulations on this and continued success. Tim

467068145's picture
Jan 6, 2010 at 5:02 pm ZC53801 said:

Congratulations to Zappos.

I have been a customer for many, many years and have been a strong promoter of your site and your company. I love Zappos and really hope that you stay the way you are at the core and with your customer service.

Good luck to all at Zappos!

470416058's picture
Jan 6, 2010 at 5:02 pm ZC53830 said:

How ironic... I just yesterday placed my first ever order with Zappos. Wondering if my experience as a customer will change at all after this "wedding".

Wishing best possible outcomes for all involved.

-ask

470426800's picture
Jan 6, 2010 at 5:02 pm ZC53837 said:

I've been a happy customer for years, but never actually thought of zappos as anything but a (very professional) faceless reseller. Please forgive the assumption. Congratulations!

39913828's picture
Jan 6, 2010 at 5:02 pm ZC53843 said:

I don't work for amazon or zappos -- can I get a discount if I bake you cookies and deliver them in person, too? :)

40800798's picture
Jan 6, 2010 at 5:02 pm snorelock said:

To everyone at Zappos, I want to say congratulations.

Richard (aka Snorelock)

44645197's picture
Jan 6, 2010 at 5:02 pm ZC53858 said:

I have been a customer of both Zappos and Amazon for a few years....I think this is a perfect marraige where you both will benefit!! Congratulations!

40372917's picture
Jan 6, 2010 at 5:02 pm ZC53869 said:

I hope the Zappos culture rubs off on Amazon and not the other way around. Zappos is the easiest and most courteous online company today. I've been buying from you for years and love your prompt service and upbeat customer representatives who communicate clearly and solve problems quickly when they occur (which is almost never, in my experience!) Just keep up your great work and don't grow too quickly. Customer satisfaction is what makes customer loyalty, and that's what keep a company in business.

469354515's picture
Jan 6, 2010 at 5:02 pm Yuksel said:

Congratulations! Hope everything goes perfect for you!

You were already a perfect company with your differentiation of the friendly, honest, and transparent relationships and the connections you always build with us. I think, this should be the first time for Amazon to be so transparent today and they owe this to you.

I'm sure you'll be a perfect couple and bring out a lot of beautiful things for us.

Now we're expecting a perfect technology with the most strong relationships together.

I love you guys!

@yuksel_ http://yukselulgen.blogspot.com/2009/07/zappos-amazon-sitting-in-tree.html

41879568's picture
Jan 6, 2010 at 5:02 pm Sheesh said:

Congratulations Zappos! I love the company and the culture that made it the best shoe retailer. Wish you continued success and growth!!!

470022006's picture
Jan 6, 2010 at 5:02 pm ZC53905 said:

Kudos to your team. You set a great example for all business' big and small.

But will Amazon make it easier for me now to find those 2007 Modern Amusement Plaid slip-ons that are no longer available?

Excited for the future.

468625407's picture
Jan 6, 2010 at 5:02 pm ZC26494 said:

After the layoffs that happened late last year, I just hope that Amazon doesnt make cutbacks too...I also hope they dont change Zappos culture. It would be amazing if everything stayed the same, and the merger just gave Zappos more exposure!

469095478's picture
Jan 6, 2010 at 5:02 pm ZC33647 said:

I am so proud that a deal could be negotiated that allows Zappos to retain that famous culture and independence. It sounds like the best partnership ever! I wish both Zappos and Amazon the best of luck and you enjoy unprecedented growth.

45377350's picture
Jan 6, 2010 at 5:02 pm ZC48563 said:

I have been a zappos customer for a long time. If I had a dollar for every time I recommended zappos to a friend or, in some cases, strangers, I could retire. I am sorry to see you go. Getting bigger is not always a good thing. I have dealt with Amazon and not been happy with them. Zappos is the ONLY company I have ever dealt with that could write a book on "customer service". At times, I even paid a little more to do business with Zappos but it was always such a pleasant experience. I guess congratulations are in order. Congratulations...I sincerely wish you the best.

S. Cousineau

41184079's picture
Jan 6, 2010 at 5:02 pm ZC9379 said:

As an manufacturing engineering student a few years ago, my team laughed at me when I said I was going to do a presentation on Zappos. They thought I'd be trying to talk about my shoe love - I did, but I also talked about how impressed I was with the Kentucky facility and the customer approach of the company. Congratulations on your continued growth and evolution! I'll still eagerly await my Zappos boxes - and dream about when I can easily view Zappos on my Kindle and place an order easy-peasy!

L.Marks

470434743's picture
Jan 6, 2010 at 5:02 pm ZC54029 said:

I love the fact that customer service Reps can send a personal note to customers. This creates loyalty and a bond that keeps me coming back as a customer.

How does this process on the job work? How do you ensure that employees send out courteous and professional notes free from verbiage that goes against culture, free from misspellings and grammatical errors?

41312520's picture
Jan 6, 2010 at 5:02 pm ZC53999 said:

Why is Zappos sending me notices about comments added to this blog entry, particularly when they did not publish MY comment? Please stop sending me this email.

41915430's picture
Jan 6, 2010 at 5:02 pm ZC54072 said:

Congrats to the Zappos brand and continued success as you take this next step with Amazon! Because of the ease I have always had when shopping with Zappos or Amazon, I constantly tell people those are the two places I would work for if I had a choice!

Keep up the GREAT work!

468873444's picture
Jan 6, 2010 at 5:02 pm ZC54093 said:

Tony, I've become such a fan of your company over the past couple years and was glad to come visit and meet Dr. Vik and Maura (who did a great job as my guest speaker at an eye surgeon conference last fall!). I've held Zappos up as a great example of how to satisfy customers and featured you in one of my monthly video broadcasts (Dr. Vik has access if you want to watch).

Congratulations on what looks like a great future that allows you to keep Zappos special!

Shareef Mahdavi

470440200's picture
Jan 6, 2010 at 5:02 pm ZC54122 said:

I tried Zappos when I read the article about you and Amazon. I send a email to Customer Service regarding a soft-soled sandal. After waiting a day, I got the absolutely useless response imaginable. It was a link that listed all 4,000+ sandals that you carry. It didn't even start to address my question.

How stupid do you think your customers are that they can't do a basic search? What not just answer the question and hope I buy something?

I am disgusted, absolutely disgusted. Even a bad answer would be better than the insulting answer you gave.

You are supposed to have core values. I can only imaging what they are.

43029120's picture
Jan 6, 2010 at 5:02 pm ZC20163 said:

Tony, congratulations on this next step into the future for Zappos. Now can we get back to work and find me a pair of PROPet shoes size 9 (D) white.

Love your office decor. Larry Parke

466373534's picture
Jan 6, 2010 at 5:02 pm Runway Rundown said:

How Exciting!

I have been a fan of Zappos from the very beginning. Can't wait to see what the future holds in store for you!

All the best to the best shoe biz on the net!

Kim www.runwayrundown.com

468940132's picture
Jan 6, 2010 at 5:02 pm ZC54172 said:

Congratulations!

I'd read the news in our local business section the other day, and my first thought was "oh no, there goes Zappo's". Amazon is good, but Zappo's is GREAT!

However, having read your letter to the employees, I feel much better about it. Knowing that your superior customer service should not change, I'll continue to be a customer.

I've been completely thrilled with every purchase with you, and I wish you continued success!

39946867's picture
Jan 6, 2010 at 5:02 pm ZC31618 said:

Dear Tony and the fabulous Zappos Family, Congratulations on this awesome step! I've been a huge fan and customer of your superlative service ever since the day, years ago, when I bought my first pair of shoes from you and they arrived in less than 24 hours. Honestly, for those of us who have shopped with you over the years, admired your extraordinary positive culture/customer service skills, and watched your every move as the company and its brand grew and grew, there is a tinge of anxiety and a deep wish that the marriage with Amazon (another company I love)will thrive and succeed beyond our collective dreams. I love the open letter you wrote to your employees and shared with us on Twitter. Please keep those communication channels flowing and know that we love and support everything Zappos. Kudos. You deserve all the success! E. ObihFrank

470362102's picture
Jan 6, 2010 at 5:02 pm ZC55456 said:

I can not believe that you temporarily suspend international shipping. I am so not amused. I just hope that it is really temporarily.

41263215's picture
Jan 6, 2010 at 5:02 pm ZC56078 said:

Double WOW to you : ). I signed up for Twitter awhile ago but didn't find it very interesting. After reading your comments, I think I will try it again and refocus my comments. There is always something funny going on in healthcare - I am a labor and delivery nurse. I will leave everyone with this comment I heard recently... "A $4 Taco and a $400 parking ticket!! I am SOOO not a cheap date!"

468337418's picture
Jan 6, 2010 at 5:02 pm ZC56364 said:

Congrats zappos! (didn't know until I stumbled on this site which btw is VERY interesting & fun)

Tony, I've just recently learned about you and I think you're an amazing CEO!! Ur vision, ur attitude.. I just love what you're all about. I really hope you guys rub off on Amazon.

I've been a customer of zappos for a little over a year and I've never had a better online shopping experience (and let me tell ya, I am P*I*C*K*Y lol) I love you guys and I'll continue to promote your site/company.

470778600's picture
Jan 6, 2010 at 5:02 pm ZC58623 said:

Would you ever considering opening something in Atlantic City or surrounding areas. I LOVE your company and would be interested in working for a company such as yours.I am a performer and have owned and directed a Performing Arts Camp for the past 12 years. This is a very interesting area because of the resort/beaches/casinos and the close proximity to cities such as Philadelphia, New York and Delaware(interesting tax laws). I know Zappos is very popular here!!! Contact me at songsusan@aol.com or www.suzieneu.com or www.suzieanddeanmusic.com

470893881's picture
Jan 6, 2010 at 5:02 pm ZC60275 said:

I can't even begin to tell you how pleased I am with your site and your service. Ordered on Wednesday and received on Friday. What a terrific shipping department you run. Shoes were perfect. Count me in as another satisfied customer. Will not hesitate to recommend your company. Susan

470933708's picture
Jan 6, 2010 at 5:02 pm ZC60411 said:

Congratulations! Zappos looks like a fun place to work. You work hard and play hard. Zappos is making a name for itself not only with their merchandise but with their customer service. Keep up the good work.

43634876's picture
Jan 6, 2010 at 5:02 pm ZC21659 said:

I heard that Zappos was bought by amazon.com That makes me a bit angry. I wish Zappos had going public by themself. I would become one of the first Zappos stock buyer. I am a customer since a long time and that company has grown dear to me!

Regards

Robert

471118824's picture
Jan 6, 2010 at 5:02 pm ZC62029 said:

I am a new (and today a repeat) customer and will continue to be as long as Zappos does NOT change its culture and amazing, superior customer service personnel and delivery service! I write this because I just read Zappos' email dated 07-22-09 to their employees re Zappos' impending merger with (will be a wholly-owned sub-sidiary of) Amazon. My first order was on 10-07 and was ZAPP(os)ED to me l8 hours later! Today (10-08) I placed my second order. From my first order handled by Renee @ Las Vegas (Henderson) call center to Don H and Angela M @ KY warehouse and person sending UPS Tracking # to my second order today with Jackie at Henderson call center, I am awed and pleased with your employees. Because I have faith in your CEO and staff, I expect Zappos will continue to: give their superlative service to their customers; keep their wonderful employees happy; and, have the good, mutually, beneficial business relationships with their vendors. Irene C, PHX, AZ

471118824's picture
Jan 6, 2010 at 5:02 pm ZC62029 said:

Robert (ZC21659) Please don't despair! Read Tony Tsieh's (CEO of Zappos) email to his employees dated 07-22-09. Go to: blogs.zappos.com/blogs and click on CEO blogs at the top. Read the email carefully and you will see Zappos will be a wholly-owned sub-sidiary of Amazon. When it comes to the absolute superior customer service and quality Zappos delivers, Mr. Tsieh is adament it will not change! I'm counting on his words.Irene C

43634876's picture
Jan 6, 2010 at 5:02 pm ZC21659 said:

Hello Irene thank your for the kind words. I am confident that Zappos moving forward with it´s superior customer service. Unfortunaly there is no way to invest in Zappos stocks.

468686015's picture
Jan 6, 2010 at 5:02 pm ZC63729 said:

Hi Tony,

I was hoping you could purchase the company "Triessent", it is the drug company where I am forced to purchase my chemotherapy. They could use your business model.

Thanks!

Stacy E.

467485025's picture
Jan 6, 2010 at 5:02 pm ZC64218 said:

Tony,

Can we pre-order the book on Amazon??

My two favorite sites. My two loves are books and shoes!

Thank you for all you do. Congratulations!

Michelle in Colorado

471962918's picture
Jan 6, 2010 at 5:02 pm ZC68212 said:

Tony:

I don't know if you are still active out here on the blog i'll twitter as well, but I'm sitting in No. Va. working with rising young entrepreneurs called Pathfinders in Loudoun County and the World Trade Youth Group. I told all of the boards teens would be psyched if they heard your words. What would we have to do to get you to visit Loudoun County or participate in a big e-seminar with the school systems. Helluva job when you spoke for Yanik Silver! I'd love to make it happen to help kids get to their dreams.

Regards, Nick Savage

Exec. Dir. Special Forces Unlimited Success is a Force of Belief not Nature

471962918's picture
Jan 6, 2010 at 5:02 pm ZC68212 said:

Didn't get it. I received the above spam mail.

Nick

470912385's picture
Jan 6, 2010 at 5:02 pm ZC60240 said:

I found out about your company (Zappos) several months ago and ever since, I have seen more and more of your TV commercials and other instances of advertising. Best of luck and continued success to you Tony! I am attempting to emmulate your corporate spirit in my company.

-Jeff Tomczak Show Your Colors Flag Co. President/ CEO

469291064's picture
Jan 6, 2010 at 5:02 pm ZC70460 said:

I just want to say that I have been purchasing shoes from Zappoes for over a year now and I have recommended your wed site to some people. But you big ad about freen shipping is a joke. It has always been that way since I started buying. You should get better marketing ideas. Expecially since your shoes are not exactly cheap. I am a size 4 and I have a hard time buying shoes so you are a good source for me but because of your high prices I can not buy too many shoes even though I would love to.

472437080's picture
Jan 15, 2010 at 3:40 pm ChianC1437 said:

Ballroom dancing is becoming ever popular these days. Dance shoes are very hard to find online. With Zappos' excellent service, this line of shoes will be welcomed by customers.

472593504's picture
Jan 31, 2010 at 2:52 pm John Brown said:

Must admit, that I know that shoes from better side, because yesterday I read essay about the usefulness of wearing shoes with supinator. All shoes, we are talking about from the previous post, with supinator.

Problems with papers ? http://gpalabs.com/

473072113's picture
Mar 19, 2010 at 5:37 am Mbaovip said:

wow~ I took time to read it!that really worth reading~

473192336's picture
Mar 30, 2010 at 5:51 pm NeriaB5476 said:

Hello,

I know that my comment is not directly connected to the letter above but I would like to share my thoughts about Zappos with you.

I live in Israel (in the Middle East) and have been purchasing shoes from your company from its very first days. I'm a woman and I'm 12M (or W)and ever since I turned 6 I couldn't find women shoes in my size. I have lived in Europe for three years and even there (Holland) it was quite impossible to find women shoes in that size.

When I tried to purchase shoes from Zappos while visiting the US I couldn't because my international credit card was international and I had no American bank account. To purchase shoes from you I always have to beg American family members with American bank accounts to purchase shoes for me, not to mention the fact that even if I could order them myself you wouldn't ship them farther than Canada.

The constant dependency on others to buy me shoes had developed a slight shoe obsession here and I would love to become one of your workers. Alas I live in the wrong land and own the wrong citizenship. I still harbor the hope that one day Zappos will consider the European (+Israeli) market worthy. There will have to be some serious adjustments qua styles etc, still, none of the European competitors can dream of getting close to the size of your collection of Women shoes in large sizes.

All the best,

Neria

469561870's picture
Apr 22, 2010 at 4:25 pm GaryF7034 said:

Tony,

I have a suggestion regarding a service you can add to the Zappos website. This suggestion will help to reduce the return of shoes for people who order the wrong size or aren't sure what their exact shoe size is. You could have your web developers come up with a web application that works as follows :

1. A shopper takes a standard size sheet of printing paper (8 1/2 x 11) and puts it on the floor and then puts their foot (without a shoe on) on the paper and traces it with a marker of some kind.

2. The shopper then puts the traced foot sheet face down on their flat bed scanner and working in conjunction with the Zappos web application, scans the traced foot into the program that will then calculate the correct shoe size for length and width of the foot and displays the correct shoe size number on screen.

3. The calculated shoe size conforms to all Zappos published shoe sizes so that it will greatly reduce the amount of returns due to wrong size.

Hope you like the idea!

Gary

473500007's picture
May 19, 2010 at 5:15 am siennaj7477 said:

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473500007's picture
May 19, 2010 at 5:16 am siennaj7477 said:

Congratulatons to Zappos! I wish you all continued success during the exciting times ahead.

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473756301's picture
May 24, 2010 at 9:40 pm Stock Exchange said:

Congratulations to Zappos., My heart full congratulations to Zappos team. i will hope you that you will continue this forever.

Aaron *********** Stock Exchange