Over the weekend, 6pm.com, a sister site of Zappos.com that focuses on amazing deals for brands we love, had a problem. A problem that cost them a whopping $1.6 million in six hours.
Every day, the site highlights discounts on products ranging up to 70% off. In the wee hours of the morning on Friday, 6pm.com made a mistake in their pricing engine that fixed the cost of the majority of the products at $49.95. That may seem like a lot, but for a website that sells Stuart Weitzman, UGGs, Jean Paul Gaultier, Kate Spade, and Marc Jacobs – let’s just say, I’m disappointed I wasn’t pulling an all-nighter.
Most companies would reverse the charges and cancel the orders. Some would issue a small gift card as a gesture. Others wouldn’t do anything at all.
But Zappos isn’t like most companies. They ate the loss – the $1.6 million loss. While that loss was temporary, their actions will make that money back ten-fold in loyal customers – all because they honored their mistake.
Bravo, Aaron Magness and Tony Hsieh.