The world of business is often considered to be pretty cutthroat. Movies like Wall Street, Glengarry Glen Ross and The Social Network all offer us a glimpse into how greedy and unforgiving the corporate world can be. We're taught that, in order to make it in business, you've got to be shrewd, cunning and willing to lose a few friends along the way.
This couldn't be farther from the truth for "Zulily," an online clothing retail store that recently went viral after one woman's Facebook post revealed their unconventional practices. Kelly Kinkel, a mom from Texas, had ordered a winter coat from the online retailer. Unfortunately, upon receiving it, she noticed that the material it was made out of wouldn't be compatible with her two dogs and the large amount of hair they shed. Kinkel left the coat in its packaging and promptly called Zulily, hoping she'd be able to return it without hassle. Anyone who's ever tried to return an online purchase knows that this is wishful thinking. Even if a company accepts your return, you end up having to spend money shipping it back to them.
But, in what has to be the first time in history, Kinkel's experience returning the coat wasn't just hassle-free, it was downright wonderful. In fact, Kinkel described it was "one of the best customer service experiences of [her] life." It just goes to show that when companies decide to value people over profit, everyone takes notice. Check out her Facebook post below to see just what made this transaction so memorable.
“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!”