When I first read about this story, reading only a headline, I had no idea what to expect. I was ready for some consumer who was angry with a certain store, ranting about how their return policy was awful and that they couldn’t return the coat they boat even though they hadn’t even opened it yet! I had no idea how wrong I was.
Most of us know about online retailer Zulily. Even though I’ve never bought anything from them, I still receive their emails every day telling me about what great new deal they have for me. I’m always a bit hesitant about buying online from new stores because I hate having to return things I’ve bought online, but now I will definitely be buying from Zulily.
Kelly Kinkel recently ordered a winter coat from Zulily but after it arrived, she knew right away it wouldn’t work. Seems Kelly has dogs and she could tell even before she opened it that the fabric of the coat would be just a magnet for dog hair, so she decided to call Zulily to inquire about returning the coat. She wrote “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.” That’s when things got interesting.
The response from a Zulily customer service rep when one customer tried to return an unopened coat is simply awesome, and earned them a customer for life!