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

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Posted at 7:52 AM, Jan 14, 2016
and last updated 2016-01-14 09:52:52-05

A woman recently took to social media to share about a heartwarming customer service experience she had with the online retailer Zulily.

In a Facebook post, Kelly Kinkel wrote that she ordered a winter coat from the retailer and upon receiving it, realized it would not be suitable for her lifestyle.

“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,” she wrote.

Kinkel decided to call Zulily’s customer service department to see if it was possible to receive a full refund if she returned an unopened coat.

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

When Kinkel asked how she should return the coat, Patrick 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,” Kinkel said. “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.”

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