Pricing error costs Zappos $1.6 Million
The pricing error created some amazing deals on the almost 1,500 shoes, 600 clothing items and hundreds of other items that retail over $200, including a GPS unit worth $2,000. Once the pricing error was discovered, the company took the website offline and Tony Hsieh, CEO of Zappos, tweeted about the mistake: "I guess that means no ice cream for me tonight."
Hsieh also linked to the Zappos blog, which asked customers not to cancel their orders and declared that the company would take the hit for its mistake. "We will be honoring purchases that took place on 6pm.com during our mess up," wrote Aaron Magness, the director of brand marketing and business development, on the company's blog.
Zappos' reaction is indeed a rare occurence in the retail world. While the company's regularly generous customer service policy already sets it apart from the competition -- its decision to take a $1.6 million hit to make those customers happy makes it a one-of-a-kind online retailer.