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Today I had both a rep and manager who were totally inept at helping me. The rep could not find the product I had ordered before and the manager said the item they had didn't match what I had ordered before. As it turns out it was the exact same SKU number of my prior order so it was identical. This manager was more concerned with being right than admitting he had made a mistake. This call took up my entire work break and I feel neither one of these Zappos employees should be helping customers with this non customer service approach. Very frustrated and angry this manager kept trying to prove me wrong when he was wrong! Still fuming.