Woman Tries To Return Unopened Coat. Store’s Unusual Return Policy Goes Viral


Cold weather is creeping up and it’s always important to remember that those in need are going to have to stay warm in order to survive the cold temps. Winter jackets are definitely a must. One customer service agent and the company they work for are definitely aware of this.

Kelly Kinkel ordered a heavy winter coat from an online store called Zulily. Her coat ended up arriving not long after.


This particular order was a bit different. Kelly realized the coat wasn’t going to work for her. So she went on social media and shared what ended up happening.

Here’s her post:

Despite the seemingly familiar routine, this online shopping order was not like any others in the past though. Kelly took to Facebook to share the heartwarming experience that unfolded after she realized the coat wasn’t going to work!

“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. 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!”

The company, without hesitation, told her to pay the jacket forward. Really amazing, and totally refreshing, to hear a story like this. As Kelly said, this is more of what the world needs. Share this story as hopefully it will inspire others to spread good will towards others.