Customer tries to return coat, store's response goes viral



BOSTON - It’s January – the month of retail returns.

One woman took to social media to tell the world about a recent return she tried to make with the online retailer Zulily.

Kelly Kinkel wrote that she ordered a winter coat from the company, and upon receiving it, immediately knew it would not be practical to have with her two dogs.

“When I received my order, I could see through the packaging that the coat material wasn't going to work well with the two breeds of dogs we have. Coarse dog hair and certain materials don't mix,” she wrote.  

She called Zulily’s customer service department and asked if she could return the unopened coat for a refund.

“I spoke with a sweet young man named Patrick, and he let me know he would refund my money immediately,” Kinkel said.

When she asked Patrick how to send the coat back, he told her, "Please don't send it back. If you know someone who needs a winter coat or if you would like to donate it to a charity,that would make us very happy."

“I honestly thought he was kidding. It took me a moment to realize he was completely serious, and then came the tears,” Kinkel wrote. “I thought Zulily was pretty incredible before, but after today, I'm a customer for LIFE. The world needs more LOVE like that.”



I sincerely hope this post goes viral, because I just hung up from one of the best customer service experiences of my...

Posted by Kelly Blue Kinkel on Monday, January 4, 2016