Admittedly, trips to the Return Department in most stores have gotten a little better. Many of the big chains no longer hassle you when you bring an item back, nor do they bombard you with 50 questions as if you’re in the middle of a Supreme Court trial.
Even returns done through the mail have become simpler in recent years.
Yet despite the more pleasant experiences these days, there are still plenty of times when initiating a return for a broken or unwanted product can be stressful.
But for a woman named Kelly Blue Kinkel who wanted to return a jacket, anxiety quickly morphed into sheer joy…resulting in one of the best customer service experiences of her life.
Kinkel had possession of an unopened coat from the e-Commerce store known as Zulily, an online company that sells clothing, toys, and home products. She contacted their customer service department to find out how she could return it for a refund.
Now just in case you are in the dark about how returns work with online orders, most retailers require you to pay for shipping on returned items, and some even charge a restocking fee.
Kinkel spoke with a representative named Patrick, who said they would refund her money immediately. But when she asked who she should send the jacket to, Patrick told her to donate it to someone who needs a winter coat.
It took her a few moments to realize Patrick wasn’t joking, after which Kinkel was at a loss of words.
On social media, Kinkel said: “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!”
Here is a screen capture of the full post Kinkel shared on Facebook: