I’ve shopped there…I shop all over online, offline, get service ,be it plumbing, care for my 5 year old etc.. Customer service is #1. It has always been important. But, it’s even more important now because of the internet. Bad news or service from a company can spread fast over the net. Great companies that continue greatness always keep close eye on customer service. American Express…just the other day I was on the phone with one of the reps. I noticed a soft but constant beep tone in the back ground. That’s to tell me and the rep. that our whole conversation is being recorded. They record all conversations. Not just some, not randomly but all. The result…they have awesome customer service. Companies that become large and lose sight of customer service are constantly trying to figure out why they are losing money or why they’ve stopped growing. They search to merge with some other company etc.. But, I believe those who deserve greatness will stay there because they know and are willing to do the work to maintain greatness. Now, Zappos success is also due to thank God for the mediocre. Most of the shoes they carry can be purchased at other online merchants that are just as good. But, most don’t want to take the time to check other sites out. The free shipping both ways is in the price of the shoe. You can get free shipping at many online stores/the same shoe, but a lot of people want what they see…now. Impatient/impulsive. Thanks, Tricia