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

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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!”

9 comments

  • Susanne

    Staples will do the same with some of their items. I have ordered item for work and then have gone to send them back. They tell me to hold the item and someone from Salvation Army will pick the item up.

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  • dick

    How is that honest business! If you bought something and wish to return it wouldn’t the good business take the return? Donating it would cost the company money and I’m sure the loss is passed on to either the consumer or the tax payer when the company goes out of business! Sounds like a cheap way for the company to do some advertising! BOOO!

    • eddy haskell

      The millennials figured a way to give crap away and still make some money. All this viral crap and selfies with sticks and hybrid cars is bull along with the 25 minute big pharma commercials so your eyes can make tears and fake cry. Put away all your stupid everyone gets a trophy collection from 5th grade and create something instead of me me me me. Just sayin.

      • Katie

        Hey Eddy, you forgot the part where you start screaming “Get off my lawn with your gosh darn rock and roll music.” It must be exhausting to care so deeply about people that have nothing to do with you.

  • Michael Neals

    That’s awesome. Can you just imagine someone who lost all their belongings in a fire and then gets a BRAND NEW coat?! instead of a 3rd hand- hand-me-down with a broken zipper? I know beggars can’t be choosers but it would make a small bright spot. It’s a great idea.

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