Zulily's Response to Customer Wanting to Return a Coat Is Heartwarming

coat return viral zullilyThere are good people in the world, and they work at Zulily. Well, at least some of them do. A Facebook post on Zulily's incredible customer service has gone viral, after a woman shared what happened to her when she tried to return a coat.


Kelly Blue Kinkel ordered a winter coat from the online discount retailer, but when it arrived, she could see through the packaging that the material would be a magnet for the dog hair shed by her sweet pooches.

Even though Zulily doesn't have a return policy, she thought she'd give a call to customer service and see if she could return it anyway, since the package wasn't even opened.

What happened next had her in tears. 

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, 4 January 2016

Kelly shared that she spoke to a customer service rep named Patrick, who gladly offered to refund her the money for the coat. When she asked how to get it back to the company, he had a better idea. 

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."

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She shared that while she had already been a happy customer, she was so overwhelmed by the act of kindness and generosity that she'll be a faithful shopper for life.

What an incredible opportunity to share some love and faith. Patrick or anyone else at Zulily couldn't have known that she would share and that the story would go viral, so I refuse to believe that this was a marketing ploy or stunt. Just some really good people trying to do some good in the world.

Faith in humanity restored.


Image via © DonNichols/istock

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