Fashion

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

Posted by
Hayley Spencer
Published

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.