I'm really glad I just read this. My second order ever took almost a week to ship. My new order is about the same timeline. It is frustrating, but this helps. if it weren't for you guys "making it right" on my first order, I never would have come back, regardless of much I liked the product.
I am also very glad you mentioned the Zappos book. I worked for them for a time (in software) and EVERY ONE of their employees takes their customer service training and spends 40 hours on the phones as customer service reps. It really opens your eyes to what real service is about. They do it right, hands down.
I feel sorry for your service reps who have to reply to all the emails and phone calls.
