Most posts about customer service experiences that go viral highlight the bad in the world, but one woman wanted to share a particularly heartwarming experience.
In a Facebook post, Kelly Blue Kinkel explained how she ordered a coat from Zulily, but when it arrived she realized the fabric would not fare well with her dogs.
She contacted Zulily’s customer service to ask to return the coat, which was still in its packaging, for a refund.
The customer service representative, Patrick, said he would refund the money, but what he said next moved Kinkel to tears.
“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 didn’t believe him at first, but when she learned he was being serious, she decided she would be a customer for life.
“The world needs more LOVE like that,” she wrote. “Honest business. Honest ethics. How refreshing!”