Diapers.com Walking in Zappos's Shoes

October 22, 2009 at 7:50 am PT

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.”

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Tagged with: customer service, Diapers.com, digital, frontpage, innovation, Internet, Quidsi Inc., software, The Wall Street Journal, Tomio Geron, Venture Capital Dispatch, Zappos.com

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