Via TMN, I found the following:
When I came home this last time, I had an email from Zappos asking about the shoes, since they hadn’t received them. I was just back and not ready to deal with that, so I replied that my mom had died but that I’d send the shoes as soon as I could. They emailed back that they had arranged with UPS to pick up the shoes, so I wouldn’t have to take the time to do it myself. I was so touched. That’s going against corporate policy.
Yesterday, when I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. Big and lush and fragrant. I opened the card, and it was from Zappos.
Can this possibly be true? Apparently so. But I fear this kind of customer service doesn’t really scale! Man, this is a year old. I hope Zappos isn’t actually stealing flowers from the graves of other people’s grandmothers now.
I’ll just note that I’ve had very good experiences with Zappos, though they’re apparently out of Brooks Cascadias. Yes, they are ugly as hell.