Have you ever purchased a clothing item online that seemed great on your screen, but when you get it you realized it just isn’t right? It probably clashes with whatever is in your closet or it just isn’t the right material? Then you have to go through the harrowing process of having to return it and hope you get a refund.
When Kelly Kinkel received the coat she ordered from online boutique Zulily, it turned out her order didn’t mix well with the coarse fur of her two breeds of dogs.
On Monday, January 4, Kinkel took to Facebook to share her story of attempting to return the coat and the response she got warmed her heart.
She wrote in her Facebook post the story of how she called Zulily’s customer services on how to return an unopened coat for a refund. She spoke with Patrick, who let her know he would refund her money immediately.
Kinkel inquired again on how to return the coat, but instead of getting an answer, she was told, “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 happy.”
“I honestly thought he was kidding,” she wrote. “It took a moment to realize he was completely serious, and then came the tears.”
Zulily VP of Service Operations Maureen Shea, in a statement to MTV News, said “Our ultimate goal at Zulily is to deliver an exceptional customer experience. In an instance, such as this, when a customer reaches out to my team, we want to make sure that we do our best to have the customer leave with a positive interaction and experience with our brand.”
Shea added, “Like the breadth and depth of our product, each customer service experience is unique. We understand that there may be rare occurrences where customers may have an issue with an item, or express disappointment with their order and we’ll do our best to resolve.”
Katherine Speller, in her MTV News report, wrote, “many of the 15 percent of Americans living in poverty cannot afford to shell out the money for a ‘budget extra’ like a winter coat,” citing an advocacy group called Open Warm Coat.
“The world needs more LOVE like that,” Kinkel added in her praise for the online boutique. “Honest business. Honest ethics. How refreshing!”
[Image is screenshot of Zulily’s Facebook page. Like their page here]