Nowadays, people have come to expect a high level of customer service but often end up disappointed. That’s why so refreshing to read about someone who has not only had a positive experience but been surprised by an unexpected gesture by a company.
Kelly Blue Kinkel ordered a new winter coat from the discount online retailer Zulily a few weeks ago, only to determine that the material wouldn’t wear well around her two dogs. She figured that their coarse hair would get stuck to the fabric.
Although Zulily has a no return policy, Kinkel decided to contact customer service anyway to see what she could do about her order, which she had not opened.
Kinkel wrote in a post on Facebook:
“I sincerely hope this post goes viral, because I just hung up from one of the best customer service experiences of my life. I ordered a winter coat from Zulily a few weeks ago. When I received my order, I could see through the packaging that the coat material wasn’t going to work well with the two breeds of dogs we have. Coarse dog hair and certain materials don’t mix. I called customer service and asked how to return the unopened coat for a refund.”
Kinkel was surprised by the service rep’s response.
“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.’ I honestly thought he was kidding. It took me a moment to realize he was completely serious, and then came the tears. 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!”
Needless to say, Kinkel plans on donating the coat along with other clothes.
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
What do you think of the company’s response? I think it’s definitely positive and no doubt the winter coat will end up with someone who needs it!
Share this account of customer service done right with your family and friends!
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