Amazon receives high marks for customer service while Zappos falls in 2011

By on January 19, 2012 at 7:15 PM.

Amazon receives high marks for customer service while Zappos falls in 2011

Amazon received the highest customer service ratings of any retailer in 2011 according to the NRF Foundations Customers’ Choice survey. The survey, which asked more than 9,000 shoppers which retailer provides the best customer service, was conducted by BIGresearch. In 2011, Amazon gained one spot to become the top-ranked retailer while the company’s subsidiary Zappos, which was previously ranked No.1, fell to No.3. Coming in behind Amazon was L.L.Bean, gaining a spot from 2010 rank to come in at No.2, with Overstock, QVC, Kohl’s, Lands’ End, JCPenney, Newegg and Nordstrom rounding out the top-10. More →

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Hackers steal data from 24 million Zappos accounts

By on January 16, 2012 at 11:15 AM.

Hackers steal data from 24 million Zappos accounts

Zappos on Sunday confirmed that hackers breached the company’s servers and accessed personal data belonging to many of its customers. The Amazon-owned shoe retailer known for top-notch service and surprising customers with express shipping at no extra cost confirmed that personal data from 24 million accounts was accessed during a recent security breach. The hackers gained access to range of sensitive data including user names, encrypted passwords, customer names, email addresses, phone numbers and the last four digits of credit card numbers. The company stated that full credit card numbers were not compromised. As a security measure, Zappos reset the passwords of all affected customers and sent out emails alerting them to the situation. The company’s full email to customers follows below. More →

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