WOW. Woman Calls to Return Winter Coat… What Customer Service Says Leaves Her in Tears

by Terresa Monroe-Hamilton | January 13, 2016 2:24 pm

Zulily just got a customer for life[1] and I’ll have to try them out now. Kelly Kinkel ordered a winter coat from the company, but when it came she saw through the wrapping that the coat material would not work well with the two dogs she has. So, she decided to get a refund and called customer service. She got a very nice young man to help her: “I spoke with a sweet young man named Patrick,” Kinkel wrote, “and he let me know he would refund my money immediately.” But that’s not where the story gets really great. She asked how to return the coat and he told her not to… that she should find someone who needs a winter coat and give it to them. To say Kelly was stunned is an understatement.


From TheBlaze:

A customer of online store Zulily received a winter coat she ordered and discovered something she hadn’t anticipated.

“I could see through the packaging that the coat material wasn’t going to work well with the two breeds of dogs we have,” Kelly Kinkel wrote on Facebook[3]. “Coarse dog hair and certain materials don’t mix.”

So she called Zulily’s customer service and asked how she could return the unopened coat for a refund.

At first, she thought she had misheard the young man, but she didn’t. That’s the company’s policy. “Please don’t send it back,” Kinkel recalled him saying. “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.” It brought the woman to tears. That’s the epitome of true Christian charity and it is the very best advertising in the world Zulily could get – the art of giving. That act of kindness will in the end make them far more money than recycling that coat and they know it. It’s smart marketing. An act of kindness goes a really long way in today’s world. We could use a lot more companies like Zulily.

  1. Zulily just got a customer for life:
  2. [Image]:
  3. wrote on Facebook:

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