Store’s Response To A Woman Returning A Coat Has Gone Viral
This day and age, the first place people go after any customer experience is Facebook—which is exactly what this woman did after she attempted to return a coat.
Kelly Kinkel wanted to return a winter coat for a refund, so she reached out to Seattle-based e-commerce company Zulily. She spoke with a customer service rep named Patrick who told her she would receive a refund immediately.
But that's not all.
I asked again how to send it back, and he 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.’ I honestly thought he was kidding. It took me a moment to realize he was completely serious, and then came the tears.
I've had a similar experience when I contacted Fitbit about an issue with my my Charge HR, and I was truly shocked by how great the customer service was. Instead of going through the hassle of returning the Fitbit or filling out any paperwork, they swiftly shipped a new one out to me—no questions asked.
Since posting about her experience on Facebook, Kinkel's story has been shared over 23,000 times.