One story is about a customer who ordered shoes for a special event. The shoes didn't fit right when they arrived. They contacted Zappos customer service. Zappos immediately sent out a new pair in the correct size, and told the customer to keep the old pair until they received the new one. No hassle at all.
There was a customer who accidentally ordered the wrong style of shoes. They realized their mistake after ordering. When they called Zappos, the customer service rep was very understanding. Instead of just canceling the order and making the customer re - order, they adjusted the order details right away. The shoes arrived on time, and the customer was very impressed with how easy and efficient the whole process was.