We have a love-hate relationship with online shopping. It makes it so easy to snap up new pieces, but the wait time—and lack of instant gratification—makes it hard. It’s even worse when you end up needing to return something you’ve ordered online.
For one Zulily customer, making a return was an even better experience than making the purchase in the first place. When Kelly Blue Kinkel received the coat she’d ordered from the site, she knew right away the fabric would take kindly to her two dogs. Without even opening the package, she called customer service to ask about a return.
Calling customer service is usually an experience we all dread—but for Kinkel, it turned out to be such a heartwarming moment she was brought to tears. The representative from Zulily issued her a full refund right away—but then asked her to keep the coat. “Please don’t send it back,” the representative told 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.”
“I thought Zulily was pretty incredible before, but after today, I’m a customer for LIFE,” Kinkel wrote in a Facebook post, which has since gone viral. “The world needs more LOVE like that. Honest business. Honest ethics. How refreshing!” It’s so incredible to hear about customer service like this because not all companies are willing to go to such great lengths to do so.
This goes to show that there is so much kindness and compassion in this world, and you never know when you are going to run into it.