Returning items bought online is often a headache for many customers, but one woman who tried to return a winter coat to an online store was blown away by some unexpected generosity.
Kelly Blue Kinkel took to Facebook to describe what she calls “one of the best customer service experiences” of her life and her post has been shared more than 27,000 times.
Kinkel says she ordered her winter coat from Zulilly weeks ago. When she received her order, she could tell the coat material wasn’t going to work well with the two breeds of dogs she owned. She then called customer service and asked how to return the unopened coat.
Zulily typically doesn’t accept returns, but a representative told her they would refund the money immediately. Kinkel then asked how she could send the coat back and the representative told her not to return the coat, but to give it to a charity or someone in need instead.
Kinkel thought the representative was kidding.
“It took me a moment to realize he was completely serious,” said Kinkel on Facebook.
She said the representative’s response brought her to tears.