Kelly Blue Kinkel ordered a new winter coat from the discount online retailer Zulily several weeks ago, only to discover that the material wouldn’t be suitable for wearing around her two dogs.
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Kelly Kinkel said she realized that the coat’s fabric was not ideal, given that she owns two dogs with coarse hair.
So she called customer service, where a “sweet young man named Patrick” told her that the company would refund her money immediately.
“Please don’t send it back”, Kinkel recalled him saying.
“I had a smiliar experience with shoes and [the e-retailer] Zappos”, wrote Helen Hutton. “It took me a moment to realize he was completely serious, and then came the tears”, Kinkel wrote.
“The world needs more LOVE like that”, she declared, adding that she’s now a Zulily “customer for LIFE”.
In response, Zulily’s VP of service operations, Maureen Shea, shared in a statement to Us, “We’re excited that this customer had a great Zulily experience”. Patrick or anyone else at Zulily couldn’t have known that she would share and that the story would go viral, so I refuse to believe that this was a marketing ploy or stunt. “I tried to return some shoes and they told me to just pass them along to a family in need”. Honest business. Honest ethics.
She posted a picture of her Zulily package and is donating the coat with other clothes.
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“Our ultimate goal at Zulily is to deliver an exceptional customer experience. 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”.
