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Diapers.com Walking in Zappos’s Shoes

October 22, 2009
by Tomio Geron
Reporter, The Wall Street Journal

Tomio Geron

What Zappos.com did for shoes, Diapers.com is seeking to do for all manner of baby products.

Red Bank, N.J.-based Diapers.com, which just raised $30 million in funding from several venture firms, is known for its over-the-top focus on customer service.

Owned by Quidsi Inc., Diapers.com provides free shipping and delivers overnight to two-thirds of the country if an order is received before 6 p.m.; the rest of the country gets orders within two days. The company also has a no-questions-asked return policy with free shipping on returns.

“We empower our reps to take care of the customer at really any cost,” said Marc Lore, co-founder and chief executive of the company. “If we don’t have something in stock we’ll point to a competitor that does. We do just about anything to insure customers have a good experience with the Web site.”

Read the rest of this post on the original site

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