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Current Events PopWrapped | Current Events

Zulily Tells Customer To Donate Instead Of Return Purchase

Christa Tintelnot | PopWrapped Author

Christa Tintelnot

01/18/2016 7:17 am
PopWrapped | Current Events
Zulily Tells Customer To Donate Instead Of Return Purchase | Zulily
Media Courtesy of Power Retail

January is well known to be the month of retail returns, but for one Boston woman, the experience was one that shocked, yet warmed her heart, when she received an order from Zulily. She recently shared her story via Facebook.

Kelly Kinkel ordered a new winter coat from Zulily, an online retailer. After receiving the coat, she realized that it would be a mistake to keep it thanks to her two dogs. "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."

Kinkel then called Zulily's customer service number and asked if she could return the coat and receive a refund. She said, "I spoke with a sweet young man named Patrick, and he let me know he would refund my money immediately." When Kinkel inquired about sending the coat back, the customer service agent 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."

Kinkel explained how she felt about the situation:

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.

Kinkel, who is a business owner, said that she uses the golden rule both at home and when working, and she prefers to make purchases at companies that share her values. Kinkel plans to donate the coat to a Texas homeless shelter, Samaritan Inn, along with other items.

She said, "I feel like for the naysayers who were on social media, who had negative things to say, I guarantee that the recipient of this coat would certainly be thankful for Zulily thinking outside the box."

Check out her post below, and let us know your thoughts in the comments.


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, 4 January 2016


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