Lady was told by retailer that she couldn’t return coat; see why she made incident go viral

A woman looking to return a winter coat she purchased from the online retailer Zulily got a response she never could have dreamed of, Fox 25 Boston reported.

In fact, Kelly Kinkel was so moved that she took to social media to share the improbable story.

“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,” she wrote on her Facebook page. “Coarse dog hair and certain materials don’t mix.”

Kinkel called Zulily’s customer service department to return the merchandise.

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

But when Kinkel inquired about how to send the coat back, things took a surprising turn.

“Please don’t send it back,” Patrick instructed her. “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.”

The response reduced Kinkel to tears.

“I honestly thought he was kidding,” she said. “It took me a moment to realize he was completely serious, and then came the tears.”

Needless to say, the online retailer has a new customer for life.

“I thought Zulily was pretty incredible before, but after today, I’m a customer for LIFE,” Kinkel concluded. “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

Tom Tillison


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