Woman tries to return coat, store’s response goes viral

This is an archived article and the information in the article may be outdated. Please look at the time stamp on the story to see when it was last updated.
screen-shot-2016-01-14-at-10-04-48-am

SEATTLE — Anyone who has tried to return something at a store knows it can be stressful. But when Kelly Blue Kinkel tried to return a coat she ordered before Christmas, she got an entirely different experience.

Kinkel shared her story on Facebook. In her post, she wrote she had one of the best customer service experiences of her life after deciding to return the coat to Zulily.

“I called customer service and asked how to 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. I asked again how to send it back, and he said, ‘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.'”

Kinkel thought he was joking. But when she realized he was serious, she was brought to tears.

Kinkel says she’s now loyal Zulily customer.

“I just don’t know other companies that do this, do you? I thought Zulily was pretty incredible before, but after today, I’m a customer for LIFE. The world needs more LOVE like that. Honest business. Honest ethics. How refreshing!”

Kinkel’s story has been shared more than 27,000 times. You can read the whole post below:

“I sincerely hope this post goes viral, because I just hung up from one of the best customer service experiences of my life. I ordered a winter coat from Zulily a few weeks ago. 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. I called customer service and asked how to 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. I asked again how to send it back, and he said, “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. I just don’t know other companies that do this, do you? I thought Zulily was pretty incredible before, but after today, I’m a customer for LIFE. The world needs more LOVE like that. Honest business. Honest ethics. How refreshing!”