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You’ll Never Guess What Zulily Said When This Customer Tried to Return a Coat

The Wears Prada
Anne Hathaway and Meryl Streep in The Wears Prada, 2006 

Keeping that holiday spirit alive all year long! After realizing the winter coat she ordered from Zulily was just not for her, Kelly Blue Kinkel called the company up to discuss a possible exchange.

In a Facebook post that has since gone viral (it's been shared almost 30,000 times!), Kinkel explained, "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."

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So the animal lover called up Zulily's customer service for a refund. "I spoke with a sweet young man named Patrick, and he let me know he would refund my money immediately," she wrote. "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 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

Shocked, Kinkel said continued, "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!"

In response, Zulily's VP of service operations, Maureen Shea, shared in a statement to Us, "We're excited that this customer had a great Zulily experience. My team is dedicated to delivering exceptional customer service."

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She added, "Our goal is to provide our customers with the very best prices for great, fresh and unique product each and every day. As such, all sales on Zulily are final sale. However, we understand that there may be rare occurrences where customers may have an issue with an item, or express disappointment with their order. Our policy allows customers who are disappointed with their order the ability to seek a resolution by contacting our Customer Service team."

And what a solution it was.

Are you touched by Zulily's generosity? Tweet with @UsWeekly using the hashtag #stylebyUs!

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