Jump to Main ContentJump to Primary Navigation
Top

"Honest ethics. How refreshing!" The retailer returns policy that moved one woman to tears

We've all been on the end of a less-than-smooth returns process that makes us regret shopping in the first place. So who would have thought returning an unwanted item could bring you genuine joy? Well, that's what happened to US shopper Kelly Blue Kinkel after she attempted to return a coat she had bought from retailer Zulily.

A Facebook post by Kinkel has gone viral explaining what happened when she called the company to return a coat she had purchased, when she realised that it wouldn't work with her dog-friendly home. She explains that she got a response so moving it brought her to tears.

Describing what she calls the "best customer service experience of my life", Kinkel says she was told by a rep from Zulili that she would receive a refund for her coat immediately, but should keep the coat.

Confused, she enquired a second time where to send the coat she received this touching response:  "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 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

 

We only wish more retailers had such a giving policy for their returns.

Related

writer.jpg

Writing advice from the best-selling author of Room, Emma Donoghue

rexfeatures_2111578f.jpg

The one fashion investment you should make in 2016

rexfeatures_3403449a.jpg

Ten imaginative gluten-free recipes for Christmas

083a508dc805142340d752c77aba539e.jpg

20 easy and clever tricks that will instantly upcycle your home

bum bags.JPG

These will be the biggest fashion and beauty trends of 2016

Cartagena,-Colombia.jpg

Travel trends of 2016: the hottest places to holiday next year

ThinkstockPhotos-482380141.jpg

Mood-enhancing tips and tricks to take the sting out of January

Shuang shuang.png

The most exciting new restaurant openings of 2016

fashion_style_faux_fur_high_street_4.jpg

Faking it: wrap up with this season’s fierce faux furs

Comments

More

Naomi Campbell shares sweet tribute to Kate Moss on her birthday

"I love you wagon"

by Sarah Biddlecombe
16 Jan 2017

New Look have their own budget version of Prada’s new ‘it’ handbag

It’s the ultimate designer dupe…

by Kayleigh Dray
12 Jan 2017

Octavia Spencer on the joy of wearing trousers on the red carpet

“I was able to be freer”

by Sarah Biddlecombe
12 Jan 2017

Daily outfit inspiration with our look at the best dressed A-listers

Casual dressing ideas from stylish celebrities

12 Jan 2017

This new British shoe brand has nude heels to suit every skin tone

Giving you supermodel legs in 10 different shades.

by Moya Crockett
11 Jan 2017

Sick of 2017 already? You need this “leave me alone” sweater

A genius solution to all things January.

by Sarah Biddlecombe
10 Jan 2017

Lola Kirke rocks underarm hair and a political badge at Golden Globes

The actress made two political statements on the red carpet.

by Moya Crockett
09 Jan 2017

Golden Globes 2017: see all the A-list red carpet looks

Awards season is back with a bang

by Amy Swales
09 Jan 2017

Golden Globes: 50 of the best ever red carpet looks

Prepare to be dazzled...

by Sarah Biddlecombe
06 Jan 2017

The 30 hottest fitness wear pieces under £150

Kickstart your exercise regime in style

by Sarah Biddlecombe
04 Jan 2017