I’ve never shopped at Zulily, but I read something that makes me want to go to their website and buy something as soon as I can. A Facebook post from a woman named Kelly Blue Kinkel went viral when she posted about having to return a coat she had bought from Zulily. When she got her coat in the mail, she instantly realized upon opening it that it would be a hair magnet around her dogs. I can totally relate to that, as a pet owner. But that’s not the best part. When she called to get a refund and offered to return the coat, they wouldn’t let her. Their reason was beautiful and I know why they did it. I have a little eCommerce t-shirt shop and if a customer needs a refund for whatever reason, I just let them keep the shirt. It surprises them and makes for a loyal customer. The fact is, it would cost me money to have it shipped back to me and there’s no price you can put on a happy customer. Zulily gets it. Enjoy this story.
“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. 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!”
