Woman tries to return coat, store’s heartwarming response goes viral

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SEATTLE — Anyone who has ever tried to return something at a store knows it can sometimes be stressful.

But when Kelly Blue Kinkel tried to return a coat she ordered before Christmas, she got an entirely different experience.

Kinkel shared the story on Facebook. In her post, she said she had one of the best customer service experiences of her life after deciding to return the coat to Seattle-based company Zulily.

“I called customer service and asked how to return the unopened coat for a refund. I spoke with a sweet young man named Patrick, and he let me know he would refund my money immediately. 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.'”

Kinkel thought he was joking.

But when she realized he was serious, she was brought to tears.

Kinkel says she’s now loyal Zulily customer.

“I just don’t know other companies that do this, do you? I thought Zulily was pretty incredible before, but after today, I’m a customer for LIFE. The world needs more LOVE like that. Honest business. Honest ethics. How refreshing!”

Kinkel’s story has been shared more than 27,000 times.

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