This woman wanted her money back for a coat that wasn't what she wanted. The company's response has now gone viral.


Kelly Kinkel ordered a winter coat from the online retailer Zulily. When the package arrived, she realized that the material wouldn't work for her. On her Facebook post, she explained why the coat wasn't a practical item for her,

“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."

She then called Zulily's customer service to see what she had to do to return the coat and get a refund.

Zulily customer service rep Patrick was the one who helped her and let her know that they would refund her the money immediately. Kinkel then asked how she should send the jacket back. Patrick simply replied, "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."

Kelly Kinkel was shocked by his response and thought he was kidding. After she realized he was serious, she wrote that she began to tear up.

“I thought Zulily was pretty incredible before, but after today, I'm a customer for LIFE. The world needs more LOVE like that.”

After she was done talking to Patrick, she took to social media to tell others how wonderful the company was. Her post has now gone viral with over 31,000 shares and over 40,000 likes.

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