Zulily Had a Really Good Reason for Refusing a Customer’s Coat Return

By Epoch Newsroom
Epoch Newsroom
Epoch Newsroom
January 15, 2016 Updated: January 15, 2016

A customer who shopped at online retailer Zulily got a winter coat, and she realized it wouldn’t be compatible with “two breeds of dogs we have.”

In a now-viral Facebook post, Kelly Kinkel wrote: “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.”

When she called Zulily’s customer service, asking how she could 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,” Kinkel said.


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

When she asked the representative on how to sent the coat back, he replied: “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,” Kinkel added. “I thought Zulily was pretty incredible before, but after today, I’m a customer for LIFE. The world needs more LOVE like that.”

She added: “Honest business. Honest ethics. How refreshing!”

However, there’s been some confusion about the store’s return policy. On the Terms & Conditions page, it says, “All returns must be made within 14 days after the Product shipment date. All returned Products must be unused.” It means that Zulily does have a return/refund policy.