Online store's response to woman returning coat goes viral

A woman tried returning a coat to the online retailer Zulily, and was surprised by how the company responded.

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

Kelly Kinkel said she realized that the coat’s fabric was not ideal, given that she owns two dogs with coarse hair. She called the store’s customer service center earlier this month and asked about the company’s return policy, no doubt expecting the usual step-by-step process of shipping the dress back with a copy of the receipt and—wait for it—then getting store credit.

But instead, the representative, identified as Patrick, told her that he would refund the money right away. Patrick also told the woman to hold on to the dress and, “if you know someone who needs a winter coat or if you would like to donate it to charity, that would make us very happy.”

Fox13Memphis reported that Kinkel posted the message on Facebook and stated, “I honestly thought he was kidding. It took me a moment to realize he was completely serious, and then came the tears. I thought Zulily was pretty incredible before, but after today, I'm a customer for LIFE. The world needs more LOVE like that.”