Store’s Heartwarming Response Goes Viral After Customer Tries to Return Coat

The story of how one woman tried to return a coat has gone unexpectedly viral after she received a heartwarming response from the company.

Kelly Blue Kinkel ordered a coat from online retailer Zulily and immediately upon arrival she knew it would be unrealistic to keep that coat around with her dogs.

“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,” Kinkel shared.

When she called to return the coat she never thought she would have gotten the response she did.

“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,” Kinkel shared in Facebook post. “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.’”

Kinkel was so touched by the gesture that it brought her to tears.

“I honestly thought he was kidding. It took me a moment to realize he was completely serious, and then came the tears,” Kinkel wrote. “I thought Zulily was pretty incredible before, but after today, I’m a customer for LIFE,” she wrote. “The world needs more LOVE like that.”

Kinkel took to Facebook to share her positive interaction with Zulily. The post has been shared more than 25,000 times and Kinkel has called the interaction “one of the best customer service experiences of my life.”