I saw this reply from Zappos on their Facebook page and thought it was too good to share. This is what a brand should be in social media, always.
Their reply is just perfect. They must get tons of off-topic questions not directly related to the buying experience. And there’s really no great way to answer this question, as they might not know the answer, or want to guide this woman in the wrong direction. Their response is sincere and authentic, heartfelt and comforting. It inspires me to develop strong brand voices, and I hope it does for you too.