A few weeks ago I was doing some shopping and building all my lists for the holidays and I created a shopping cart on Zappos. I have only purchased from them once before, but I have always been a fan of how they do business.

That said, I must also say that two days prior to creating this cart I received an e-mail from Zappos inviting me to be a part of their VIP Club. It was intriguing and I am happy to report I signed up right away.

But back to my shopping. I found the three items I wanted and was ready to purchase. I had two VISA Gift Cards – the credit card like cards you can use anywhere – and I quickly purchased two Zappos e-Certificates.

The time had come to check out and use my two e-Certificates to make my big holiday purchase. But as I input and submitted the first code, an error message appeared. The account I was logged in as, my VIP account, was not the account the e-Certificate had been sent to. I was stunned. I suppose the security is a good thing, but I was worried that my love and appreciation for Zappos had been for naught.

So, I clicked on their live chat button and waited. I had used it before so I had a feeling I would get quick service. But I got the message that all their support staff were currently working with other customers. Okay, I thought. But then I got a message that said they were connecting me to an agent. Hurray! Oh, but then it sent me back to the customer service line. Now, not only was I worried I couldn’t buy my items from the VIP Club, but now their service was slipping.

But then came Saundra. I quickly explained my problem and without having to ask any other questions, she responded, “Would you like me to change the e-mail address for you?”

Just like that my two certificates were changed and I went ahead with my purchase within five minutes. The agent who assisted me literally crushed the value of “Deliver WOW Through Service.” I don’t typically write about my shopping experiences, good or bad (except for Southwest Airlines), but this warranted it. When a company is easy to work with and understands that while the customer may not always be right, it is in everyone’s best interest to create a great experience.

Thank you Zappos!