DH bought me a pricey D&B bag for MD this year. Imagine my shock when a strap from said bag broke this morning (apparently the thread holding the strap to the metal ring attached to the bag must have ripped). I called zappos asking for assistance and the CS rep was appalled on my behalf! She asked if I wanted the same bag or a different one (I opted for the same one and it should be at my house tomorrow), are sending me a return label for the defective bag and gave me a $50 credit for my troubles (without me asking or complaining at all)! With CS like this, I will continue shopping with them for a loooooooooooong time.
You zappos!