Return Policy Abuse at Costco

September 1st, 2009 · 60 Comments

One of the things everyone really likes about Costco is their very generous return policy: basically, we’ll take back anything from partially eaten food to a year old DVD that you aren’t satisfied with for any reason. And while they are less generous now on electronics items, just 90 days, that’s still far better (like probably 3x as long) than most retailers. In any case, I’m sure we’ve all taken advantage of their return policy by taking back things we tried and didn’t like or didn’t actually want when we got home, and there’s nothing wrong with that. However, I don’t think you should abuse the very nice Costco policies by taking back things in a totally ridiculous and unintended way.

I have a story that will probably make you go ‘what? that can’t be right!’ because I know both my husband and I did that and we were standing right there witnessing it. We were taking advantage of the nice return policy at Costco this weekend to return the SDHC cards that I had purchased that were so overpriced, as well as a DVD that we had bought and never opened quite some time ago. I felt bad about returning the DVD because even though it had never been opened and still had the Costco price tag on it, I think it was probably purchased 6 – 10 months ago. But you know, the Costco guy just took it back like it was no big deal. So, I felt a little less shame.

However, the customer standing next to me returning his items should never get over the shame that I hope he felt; though honestly, it didn’t seem like he had an ounce of shame or guilt about him. He was returning a violin that I’m guessing he had purchased online at Costco.com (I know that is where I got mine) because they don’t usually have them in the stores. So far, so good. But then he said he had purchased it sometime in spring 2008; he didn’t have his receipt. That’s a long, long time ago, I was thinking, but maybe it had a problem or maybe he had never used it. But then the story got even more horrible. He wasn’t returning it because the violin was defective, had a serious issue, the case wasn’t even damaged, or even because his daughter (the violin recipient) had never played it. Nope, he was returning this year and some months old violin because his daughter was no longer interested in playing the violin in school and wouldn’t be needing this one anymore. Seriously, I know you’re saying ‘What?’ right now because I am and I was there! So, let me just spell this out very plainly: the girl had been playing this violin for over a year, had decided she no longer wanted to play the violin, so this guy wanted Costco to take it back and give him a full refund on it. And he actually stood there acting like this was the most normal return in the world. To Costco’s credit, the service representative that was processing his return only asked him once if there was anything wrong with it and didn’t say anything snarky or even get too pushy about his reason for making the return after all this time. I was thinking, doesn’t he know that you can rent musical instruments. But hey, why rent and have to actually pay, when you can essentially put a deposit on an instrument with Costco and get a full refund back when your kid doesn’t want to play it anymore; full use for over a year for free! So, in the end the guy got his full refund on the violin and one would assume, walked away a happy Costco customer.

But isn’t this a really dreadful abuse of the Costco return policy? I just have to feel that this was never, ever the Costco intent when coming up with their total satisfaction guarantee. I mean, he was satisfied, or should have been since there was nothing wrong with the violin, the only problem was typical childhood apathy to being in band after a year. Should Costco have to pay for that? Personally, I would never take something back in that situation. I’d sell it, wouldn’t you? Or more likely, it would sit around my house gathering dust. But the last thing I would consider, is that Costco should take it back and give me a refund. I still feel all wound up about this and I’m not even Costco and it happened 3 days ago.

But I can’t let it go. Luckily, I have this blog where I can rant about this kind of Costco stuff. I just find this so appalling and I think it is because I worry that ridiculousness like this guy and his old violin, will ruin it for all of us. I’m sure we all feel that repeated things like this explain what happened with the electronics return policy, since it previously had no time period stipulation either. I don’t want everyone to get stuck with things that they aren’t satisfied with or bought two of by mistake (yes, I do it all the time with books and movies) because of someone totally taking advantage of the system; it’s not fair to the rest of us. And it certainly isn’t fair to Costco.

Tags: Household Items · services

60 Responses so far ↓

1 Rickie M // 2009.09.01 at 9:15 am

No matter what you do there will always be those who abuse a policy and Costco must get plenty of abuse. I suppose they feel the goodwill generated by having such a generous policy outweighs the cost of those who abuse it (which it probably does; that is one of the reasons I shop there because I know if anything is wrong with the purchase they won’t hassle me about returning it like other stores might). The other week when I was leaving Costco, I saw someone standing in the return line with one of their 6-foot folding tables standing up in a cart. The table had huge black marks all over it and had obviously seen better days. I wondered to myself if they were actually going to try and return this thing. Another time on a food message board someone complained about Costco because they had bought too much food for their party (as in fresh, prepared food) and when they came back to return the unused portions the return clerk took it back but told them that the food would have to be thrown away because they were not allowed to resell it. The person returning it got offended at the ‘tude he got from the clerk. At least everyone who replied to his message told him what a jerk he was instead of sympathizing with him!
2 thuan // 2009.09.01 at 10:16 am

I know of people who have bought tv from Costco and returning it three years later then buying another model. They were upgrading without paying. Costco has since amended their electronic return policy. I hope they amend their general merchandise return policy also!
3 Melissa // 2009.09.01 at 10:33 am

Stuff like this really gets me going too. Its hard to let it go. I can’t believe what people will try and do and how they will take advantage of companies. Its disgusting in my opinion. I know a couple of people who used to work for Costco and they would have all kinds of shocking stories all of the time. One time a lady returned an EMPTY pumpkin pie box (from their bakery) around Thanksgiving, and said “Her family didn’t really care for the pie” – There was no part of the pie even brought back. They ate the whole thing (and I am SURE enjoyed every bite because it is awesome) – and then thought “hey lets get our money back so we can get another one” – ….Really?? GRRRR.
4 Kimberly // 2009.09.01 at 12:22 pm

There’s no way you wouldn’t be satisfied with one of those pumpkin pies. So right there you know she’s telling a big fat lie. But to bring back an empty box?!? What the hell are people thinking with things like that?

And getting a free television upgrade is like this guy and his violin return. You shouldn’t just use stuff for extended period of time and then take it back for a return.

I’m glad to hear that these people don’t get sympathy from others, at least.
5 Ben // 2009.09.01 at 12:37 pm

You’ll be suprised by this one as well. There was someone who bought refrigerated items for an event and being that they were not oppened the person decided to return it to costco, costco simply took it back (with a smile) according to their return policy, only that this person discovered that his/her costco membership had been revoked.
I don’t understand how people can do this?
6 Dave // 2009.09.01 at 12:39 pm

Perhaps Costco could come up with a policy where, for anything really questionable, they ask 10 random customers in the check-out-lines (so it’s almost impossible for the returnee to stack the deck) if the item is ‘returnable’. That way, people have to risk the embarrassment of others knowing what they’re doing to get their money back, plus there’s the chance the “wisdom of the crowds” will recognize some of this abuse for what it is, without Costco getting the blame. “It wasn’t us, our policy is to take almost anything back, but 9 out of 10 customers thought you were scamming us, so instead we’re putting your membership on suspension. Have a great day!” Can you imagine how embarrassing it would be to walk up with an empty pie box then? Or a violin your daughter has played for a year and still has nothing wrong with it?
7 Dave // 2009.09.01 at 12:41 pm

Oh, and there are times I think I wouldn’t be satisfied with one of those pumpkin pies. But the conversation would go like this:
Me: I’d like to return this empty pie box.
Costco: Oh. Was there something wrong with the pie.
Me: Yeah, it wasn’t big enough for me. My wife didn’t get any. Can I get a refill?
8 Jen // 2009.09.01 at 1:03 pm

I knew someone in college who regularly abused the return policy. Examples: “upgrading” to a new laptop every year, returning the last bottle of a case of water, last roll of a case of toilet paper, etc. It was so bad that he hit a certain limit – $10,000 I think, and was told by the local Costco that while they were happy to sell him merchandise, he was no longer able to return items to that Costco. Did he think he had done anything wrong? NO. Instead, he was angry at Costco and promptly began going to the next nearest one. His fundamental belief that the policy was there for him to exploit is what made me applaud Costco for actually taking a step to limit him.
9 Jenna // 2009.09.01 at 1:16 pm

I have returned a few unused items a little later than the ideal (2-3 months) but never used, abused, or discarded. The abusers make me mad too. The policy however makes me happy to buy things there because I know that I will be happy (especially digital cameras, printers, Tvs). I can live within the guidelines. The pie & the violin make me squirm.
10 Suzanne Chang // 2009.09.01 at 1:19 pm

even though that’s disappointing, but one time, a man in front of me returned a almost finished rotisserie chicken. he just said that he didn’t like it. come on, if you didn’t like the chicken why is it almost gone? plus, it’s only $4.99…why return a $4.99 item?
11 TK // 2009.09.01 at 2:10 pm

Me and my wife usually buy from Costco thinking that if we are not satisfied, we will return it. But we have NEVER returned anything at Costco because we were not satisfied. The merchandise from Costco is of such high quality. The only thing on my return checklist right now is OOMA voip phone. But that is only if company goes down within one year of my purchase.
12 Cathy // 2009.09.01 at 4:20 pm

A few years ago, we bought the glass top patio table and matching chairs they always have. Very reasonably priced and affordable. I think the table was $75 and each chair $30ish. The table and chairs cost under $200 for decent patio furniture.

Storm rolls in suddenly here in MN. DH tried to get the umbrella down, but it stuck. The wind and hail started and he dashed inside. The wind got so strong, the open umbrella snapped and the table toppled over, shattering the glass. I was so upset b/c I LOVED that table! It was too late in the season to get another, so I ran to Target to get a cheapy to do us until they are available in Costco in the spring.

Fast forward to this spring. I make a special trip to Costco (which is far from me – I don’t know why they don’t have more in the Minneapolis area!) to get the table. Gone up to $95, still worth it.

When they were helping me out, I told the guy the story of how the other was destroyed. You know what he said??? He said – I should have saved the frame and returned it! I was like WHAT???????????????? I said but it was our fault it broke. He said no problem. They would have taken it back.

As far as I was concerned, it was our fault and we would have to buy another. It didn’t remotely cross my mind to return it after we broke it. This came from a Costco employee!

========================

We bought a bedroom suite at Costco.com a few years ago that cost $5K which replaced my childhood bedroom furniture that we still used in our early 40’s. A new bedroom suite was never in the budget until I got a small inheritance.

The first mirror we got was cracked, so they replaced it. The delivery guy, part of the ’supposed’ white glove delivery used my new dresser to write on his carbon copied sheets, with nothing underneath. Everything he wrote on the carbon was etched into my brand new dresser. I called Costco and they replaced it. I took it up with him at first and he pretended he couldn’t see it. A few weeks after having the suite, the bed caved in. Turns out the installer didn’t screw the slats into the frame. When he came back, he made comments about our bedroom activity that made the bed cave in!! I complained to Costco about that.

The new mirror came and was installed, but we promptly moved after that across the country. Our stuff was in storage for several months and then I had major surgery after we moved into our home. Once I was able to get upstairs to our bedroom (I had hip replacement and didn’t go upstairs for a very long time), I noticed the replaced mirror had a funhouse effect to it… the reflection was distorted and it made me dizzy to look at the mirror.

I didn’t think Costco would do anything about it b/c it had been a couple years since we received the replacement. I wrote them to express disappointment in the quality of the item for an expensive bedroom set and to let them know in future dealings with the manufacturer. I did not ask for a replacement.

Imagine my shock when they called to say that I would receive a replacement. I couldn’t believe it!
13 Tampa Slim // 2009.09.01 at 5:02 pm

I tend to draw the line on returns with food items. I don’t believe I’ve ever bought some food item, tasted it and then returned it. If I didn’t like it, I just won’t buy another one. Simple as that. Costco should not be punished for my personal palette issues.

And on other items, if it fails to meet a standard of excellence, I’ll return it. Almost always there is some issue with it. But taking stuff back because daddys little girl isn’t interested in playing an instrument or because they lost interest is just plain wrong!

I’d a given that guy a piece of my mind, Kimberly.
14 tomblue // 2009.09.01 at 6:42 pm

I think one of the selling features of shopping at Costco is the liberal return policy they have in place. This return policy practically shouts “We stand behind everything we sell!” and it speaks volumes to me about the quality of their merchandise. The fact that certain people take advantage of the generous policy to such extremes speaks to that individuals character. Which other retailers in the marketplace offer you this type of service?
Anyone else would not be so kind when items are returned, so I hope that people will find a heart and if something is questionable as a return, let it be. What is fair is not subjective. It either is fair or it isn’t.
15 Susie // 2009.09.01 at 6:59 pm

We saw a guy return an opened box of pots and pans that were very used…as in had food still crusted on the bottom of the pan.

GROSS. I love me some Costco but I don’t think these are the kinds of things they intended!

I nominate Dave as best response ever! If I was working I’d totally give you a pie just for making my day!

Ha!
16 Rickie M // 2009.09.01 at 8:22 pm

To Dave: Your suggestion probably wouldn’t work on a lot of these people who return things because they have no shame. If they had any sense of decency they wouldn’t try to return it in the first place so I doubt that anything will dissuade them. Along similar lines, it really angers me to see people abusing the snack bar area, too – like bringing their own cups for soda (I have only seen this a couple of times, thankfully). The other day I did see some woman filling up a big plastic bag with ice, though. I was wondering why is hardly any ice coming out of the dispenser and then I saw her and figured she must have cleaned out my section and then went to the next one. I stood there staring at her but she could care less. Then I’ve heard stories of people filling up their empty cups with the chopped onions, etc.
17 Greg // 2009.09.01 at 8:37 pm

Maybe for your blog, you could hang out by the return counter for a while. Maybe using one of those listening enhancers advertised on tv.
Taking notes. Then posting the best ones.
18 Jennifer // 2009.09.01 at 9:08 pm

I once bought an array of fresh peaches. The peaches were bad, but I couldn’t tell until I cut one open. So I threw it away and cut another one. It was bad, so I cut open a 3rd one. I’d never returned anything to Costco before, so I wasn’t aware of their amazing return policy. I brought the peaches back and tried to explain why I was returning them. It was clear that it didn’t matter — not in a mean way, they were smiling and very polite — just that it didn’t matter *why* I was returning them. The clerk very efficiently rang up the return and handed me the cash. It was great!

Oh – and I buy a lot of produce from Costco, and those peaches were the only time I’ve returned anything. I continue to buy their produce for the great value and great quality.
19 Andrea // 2009.09.01 at 9:22 pm

These stories make me sad. I only recently made my first returns at Costco, after years of membership. One was a fan that stopped working a month after we bought it….I thought about just throwing it away, but decided a month really wasn’t enough and I should take it back. The others were normal things– a shirt I bought my kid, who rejected it, for instance.

I just hope they do track returns by membership and take action when people are doing crazy stuff like that.
20 Kissen // 2009.09.02 at 1:36 pm

Honestly, all of you gave me a good laugh here! I’ve seen some of these things happen, too, and have been equally amazed and stunned, just like all of you. But talking about it here is GREAT comic relief!!! lol Thanks!
21 Trina // 2009.09.02 at 10:39 pm

I had a similar experience as Jennifer. Planned a special dinner of king crab legs for my first Valentine’s Day being single after a LTR-breakup. Spent a very reasonable $20-ish for a nice package of king crab from the refrigerated section. The next day, heated it briefly and went to eat it … ammonia smell. So strong it made my stomach swirly! It was so so so disappointing. I tossed it out and went back the next day with my receipt. I’d never returned anything before, but this was so disappointing I just had to! They did ask if I had any of the product left over, but I was so grossed out I threw it away. I sure hope no one thought I was scamming them for a free Valentine’s Day dinner!
22 JT // 2009.09.03 at 9:48 am

I bought a case of water and when I put it in the car, I noticed they were sloppy in the package. Oops, I was missing two of the waters. I took it right back in and got a full case of water. While I was waiting for another case of water to show up, a very sloppy woman showed up with one of those big cartons of strawberries. There were six in the bottom. She said they were bad and wanted her money back. Yes, stupid, six out of 40 were bad, they were at the bottom and she had bought them several days ago. Grrr, I couldn’t help but look at her with disgust. So much so that when she left the Costco return girl looked at me and laughed. She said, you should work here. I said, no, I’d get fired, at least from that position!
23 H. // 2009.09.04 at 8:09 am

I wonder if the guy will one day approach his wife (assuming anyone would stay married to him) and try and return his daughter? You know, when he gets tired of being a parent after realizing he needs to be a good role model and doesn’t want the daughter anymore. Someone should buy the violin so they can play tearful music in the background for all the sob stories at the return counter.
24 Jodi-o // 2009.09.04 at 9:51 am

I work at Costco – the most amazing return I’ve seen is a huge dinosaur big screen TV obviously purchased in the 80’s – returned for full value – nearly $2,000. People also buy folding tables and chairs – right before Thanksgiving – and return them the day after. Ugh. Addicted is right though – the people working in membership – have champion poker faces – but we hear about it later lol!
25 John // 2009.09.04 at 1:56 pm

My wife works for Costco and the last 2 years in a row, a bicycle rental company has purchased 20 to 30 bikes at Costco in the spring, rented them out all summer and returned them in the fall for full refunds. His reason for returning them was he did not need them at this time and prided himself on having new bikes to rent out every year to his customers. He had no shame in retuning the bikes after making his money over the season. Must be nice to have a business where someone else provides “you” with the equipment needed to make “you” the money with free of charge.
26 Chun // 2009.09.04 at 1:56 pm

As long as these unreasonable returns are kept at a tiny fraction of Costco’s overall sales revenue, keeping and honoring this policy is doing good to Costco. I buy a lot from Costco due to this policy and also the quality of its products. But I rarely return stuff even if I know I can do it. People tend to buy more if they know full satisfaction with 100% money back is ensured, and most people have good morality and self-discipline to not abuse the policy. I had been a Sam’s Club member for many years and did not buy as much. Only after switching to Costco I came to know Sam’s actually has the same policy on many (not all) of its items. I probably would have bought more at Sam’s had I known this.
27 Alain // 2009.09.06 at 7:41 am

How about buying and Air Conditioner and BBQ, patio furniture etc… in June and returning it in September.
I heard from Costco employees lots of people do that .
In the winter they buy a snow blower and other winter stuff (xmas decorations etc…) and do the same.

Hate to say it but these people will ruin it for the rest of us.
28 Tiff // 2009.09.06 at 6:42 pm

One time I had gone to Costco for a chipotle Tri-tip and realized when I got home that I had accidentally purchased the “original” flavor. So I kept it refrigerated and brought it back to exchange the next day. Imagine my disappointment when the clerk threw it in the trash. I felt happy that I got to replace that steak with the flavor I wanted so easily, but I felt so guilty that a perfectly good steak was completely wasted. In the future I am going to try to be more careful because I don’t want to waste food like that, I really wish Costco would give some of that “garbage” to the homeless, I can only imagine how much wasted food must pile up every day.
29 agnes bennett // 2009.09.06 at 8:27 pm

I think returning refrigerated food should not be allowed. How does anyone know it was refrigerated? You made a mistake – eat it. I feel Costco’s return policy is far far too liberal.
30 Seattleite // 2009.09.07 at 12:45 am

I have had to return refrigerated food to Costco several times – I had tilapia fillets and pork chops which smelled spoiled just one day after the sell-by date. 15 (!) years ago, a co-worker almost bought a package of sushi from there, until he looked at the sell-by date sticker, and realized that it was covering up 2 previous stickers, each with earlier dates. I have no sympathy for people who try to cheat Costco, though.
31 TK // 2009.09.07 at 7:19 am

I was waiting on-line to return something at my local Costco on Long Island. A woman was returning bananas because they had browned, and she felt she could not eat them. Now, here’s what amazed me. she did not bring any of the bananas back to the shop, she said she had obviously thrown them away because they were no good. She also did not have a receipt! Costco did give her a refund, and the clerk and I had a good laugh when she left.
32 Mike Hawke // 2009.09.07 at 10:31 am

I love Costco return policy!!! I returned a $900. Firepit and chairs I bought last fall just a month or so ago. It was just too hot to justify the expense. My picture tube went out on my $5000.00 plasma christmas before last after using it for only a year. I bought it three weeks before the policy change on electronics so the change did not apply!!! I used the cash to buy a new upgraded model Plasma for only $3000.oo and used the extra $2000.oo to get this kick-ass Dell computer I am typing on right now!!
I have returned cameras, computers, clothes, 12 year old Life Jackets (no reciept but the purchase was in their computer, $14.99 each), TV’s, picture frames, toys, faxes, and I am on my fourth Brother MFC $500.00 printer in 4 years. You know they don’t check the toner levels on the returned machine. 4 cartidges x $100.00 each. The new ones come with full cartridges.

I love to shop at Costco!!! I have saved a ton of money!! I Love the return policy!!! It keeps me coming back!
33 Emily // 2009.09.07 at 2:20 pm

My husband and I had to return a king-sized mattress/box spring we’d had for over 2 years to Costco because it was literally caving in, and we were waking up in pain every single morning. There was definitely something wrong with the construction. I felt MORTIFIED returning a used mattress, but they took it back without question, and I appreciated it. I hate when people abuse the policy.
34 Harry Morgan // 2009.09.07 at 3:08 pm

The Costco Return Policy is great. Costco make hundreds of millions of dollars on its membership alone. To have your product returned to Costco no questions asked for any reason over any period of time is nothing that anyone should ever be embarrassed about. What many don’t know is that at the end, the manufacturer pays. That’s part of their deal to get the product in the store. So who ever you are feel no shame and don’t judge others, feel admiration for them being smart enough to use their membership within Costco’s customer guidleines.
35 Tiff // 2009.09.09 at 12:10 am

You eat it, Agnes.
36 Cordelia // 2009.09.09 at 12:18 am

I have returned clothing items because I guessed wrong on the size, books because I guessed my husbands favorite author and was way wrong. But the only return I felt slightly bad for was when I bought a 12 pack of fruit smoothy drinks that were really expensive only to have my son(whom would be the only one drinking them) turn to me and go UGH I don’t like these. My husband also turned up his nose to the fruit drinks. I honestly to cusotmer service that I thought they was a good product but must be too nice for my family. She laughed and took it back, and added she totally understood. I like the fact that it isn’t a huge deal. I have gotten a few items that I should have returned but forgot about…even though it has been over a year I couldn’t bring myself to return…I like shopping there too much.
37 Josh // 2009.09.09 at 4:34 am

We supplied to Costco 11 years ago for 3 years in a row & Costco Canada about 5 years ago for 6 years. All manufactures need to be members no matter you have access to warehouse or not.

Costco will return “defect goods” back to manufacturers. Like us overseas, we will just took the loss without too much complaints. So they were all covered by the supplier agreement. Costco marks up 15% for sale to members. If they need to clear up the stock, we as manufacturers have to sacrifice to join the clearance sales. 15% mark-up is way higher than industry standard, it should covers the product insurance in there.

I personally think that we should just rest the case. Costco charge us membership fees, ultra high mark-ups and multiple holidays, benefits for themselves. The return policy is the last thing we can expect from Costco.
38 Joe // 2009.09.12 at 12:05 am

I’m sure glad I continued reading to the end of this list. From #1 and quite a ways down the list, I was beginning to feel that I was one of the abusive jerks. However, I don’t thinks so any longer. Basically I was told today by the general manager of the local Costco store that I returned far more electronics than a “normal person” would have. I was stunned by that, but have been thinking about the rest of the evening. That happened at 5pm, over 7 hours ago, and I’m still steamed about it. This year I’ve had to return two notebook computer and last year a desktop.

First, both laptops reported errors during start up. I would get the error “HP MediaSmart TV Resident Program Has Stopped Working.” It would give me the option to search the web for a solution and close the program or to just close the program. This appeared every time the computers would be turned on or rebooted, and I’d select search for a solution. At no time would the solution be found. Second, calling HP was a complete pain, and they weren’t helpful. Searching on the internet, I found the error had been occurring for many months. It made me aggravated that HP was supplying Costco with computers that had errors. This is not something caused by a virus, worm, trojan, or other malware, but a bug in one of the updates that HP automatically installs once these laptops are online! Finally, I’m buying computers to make my life easier–not because I needed another problem to solve. So, the notebooks were returned.

To make a long story short, I’m now barred from returning ANYTHING related to electronics. I can still purchase them, but returns of electronics are disallowed. Some of you may be thinking I deserve it. For all of you, consider their return policy of “risk free” returns and “guaranteed” satisfaction. That policy should reflect a caveat for what Costco deems as abusive. Moreover, they never warned me that I was approaching that mark! In fact, it’s not their policy to do so. I don’t know about you, but I’ve purchased electronics from Costco that were dead out to the box. For example, I purchased a Sony Vaio that wouldn’t even turn on with the battery installed and plugged into a working outlet. Certainly not something I’m taking the chance on happening again. Time I guess to part ways with Costco.

Someone earlier made an excellent point about membership fees and markups that Costco charges. As a member since January 2001 (and mostly an executive member), I’ve paid over $600 in membership fees. I feel I’ve earned the right to employ their return policy, and not be blindsided by hidden policies. As for what Costco earns from it’s members, I won’t even speculate and what they make off of the database of information they maintain on each and everyone of their members. The information they gather is quite extensive. Keep that in mind for those of you who buy the wrong sized clothes, an extra of something by mistake, or purchase an overpriced DVD — Costco is keeping detailed notes of your returns too. You’ll be barred next and accused of not being normal.
39 Cathy // 2009.09.13 at 1:50 pm

Joe,

I really feel for you. It sounds like you had legit returns. If anyone should be banned, it is the bike company and the guy above who uses the return policy to replace his equipment to get free toner.

Can you call Costco Head office and complain? I wonder if the manager of this store made an arbitrary decision that can be overruled. I bet they keep close tabs on electronic returns, but obviously did not pay attention to the reasons…that the product was defective.

Call Head office. I bet they will help you.
40 Joe // 2009.09.14 at 8:41 am

Hi Cathy,

I’ll give that a try. Thanks.
41 Mike Hawke // 2009.09.15 at 3:08 am

Joe, there is no limit. The Costco return policy is part a legal agreement that you enter into with Costco when you make a purchase. Some manager blew smoke up your skirt and you squeeled because it tickled. Try growing a pair and explain to the manager that He does not make Costco policy he follows it. Your purchase is a contract made with the company. The return policy is part of that contract. Read your receipt, or have someone read it to you. For that matter read the fricken wall while you are scratching your butt dreaming about the 3 gallon jars of Vasoline on aisle 9. Bunch of Sheep on this page.
42 Kurt // 2009.09.21 at 4:09 pm

I have to agree with Mike Hawke , but I was returning a reclining chair to Costco that was five years old and it was in pristine conditon due to the fact that it was in storage. We were told by the store to bring it in and they would evaulate its condition. Well the manager never looked at it and said if I kept it this long I was satisfied with it, if I had it so long. I understand tvs and computers having limits but they should place an actual time frame if they are not going to honor returns. It’s hard enough to bring it in. I still feel they should have honored the return due to the fact that it’s now a subjective decision by the manager.
43 How to Keep Your Bedroom and Bedroom Furniture Smelling Amazing « Wicked Blogging // 2009.09.23 at 1:45 am

[...] Return Policy Abuse at Costco | Addicted To Costco! [...]
44 kk // 2009.09.28 at 4:24 pm

You people make me sick. Sticking up for a billion dollar corporation and somehow you think you returning a $14 DVD 2 years later is going to crumble their financial structure?! Or returning a violin because the child no longer wants to play it? Whatever the reason. you are entitled, yes entitled for a refund. Get real, even if everyone abused their policy they would still make money. They make gross profits on just their membership fees alone. If they couldn’t afford their return policy they would change it. Off topic but realize how you are raping this planet by buying 50 rolls of toilet paper at one time!! Jesus Christ!
45 Dave // 2009.09.28 at 6:53 pm

@kk: Costco’s profits from membership fees are what allow them to make a *business* out of selling things at no more than a 15% markup. Given that most of us can save much more than the membership fee cost in a year, I doubt most people agree with your poor attitude and extreme exaggeration of their profit as being “gross”. Keep in mind that the capital they use to grow the business and bring the benefits of Costco pricing to more people is available exactly because of this profit.

I vehemently disagree with your statement that you’re entitled to a refund on something with no defects after having used it for a year or more. At that point, you are not entitled to a refund, you’re abusing a policy that is meant for other situations. Costco is just too polite to tell you to get lost. Anyway, Costco isn’t paying for the cost of the things you return in this situation, other customers are. If too many people follow this pattern of abuse, one of three things will happen. Either Costco will go out of business, or they’ll change/discontinue the return policy to stop the abuse, or prices will rise for everyone to pay for the larger amount of abuse. They’re a business not a charity.

BTW: Buying 50 rolls at once doesn’t say anything about how fast it gets used. You probably use just as much, but pay more for packaging rather than product. IMO, you’re the one raping the planet.
46 Dan T. // 2009.10.10 at 12:23 am

I have definitely purchased things at Costco that I’ve been unsure of because I knew I could bring them back if they didn’t work out for me. About to take advantage of the policy on a shower head whose threads stripped off after a year. Will likely pick up a suitcase at the same time — I’m a little bit unsure of the expansion system’s durability, but if I have a problem I know I can take it back.

I probably won’t have a problem, though, and that’s the point — it’s a sale Costco wouldn’t have gotten were it not for their return policy. I’m sure plenty of those make up for the violins.
47 Remar M. // 2009.12.04 at 4:09 pm

For those here saying you can return your TV after years of use, you better check for Costco return policy on electronics, TV’s, DVD players, computers, etc only can be returned in the 6 months after the purchase.
For those thinking Costco is the good guy loosing money, please wake up! If Costco knows about something is about making business. Prices are not that cheap in Costco and basically they only sale the top of the line. Did you forget how much Costco’s membership was 10 years ago? …$35 dollars. Only the $50 bucks membership is a LOT of money. Not to mention the $100 dollars one.
If Costco doesn’t provide an attractive return policy, which by the way can not be found any where in total writing. Why is the reason to buy there!?
I don’t abuse any return policy but it is good to know I pay a membership for some worthy deal in case I need it.
48 Eddie // 2009.12.05 at 12:50 am

@ Remar M. – I work at Costco and the return policy is clearly posted in a board next to the return counter, and get your information correct the return policy is now 90 days for electronic items. Costco wouldn’t have had to change the return policy if people weren’t treating us like a rental store. Bought something and when they were done with it would return it even though there was nothing wrong with the product. These are the low life people that are to blame!
49 Gary // 2009.12.17 at 11:47 pm

For those that feel the returns mostly affect costco’s bottom line, its time to wake up. Costco as a business is extremely well operated, especially so in their agreements with their suppliers. I have worked with several companies that have supplied Costco, all of them not only agree to a full refund without time limit to costco in the case of returns, but they also agree to pay for the shipping costco will incur to take it out of the warehouse. While this may not be true for all of Costco’s items, it certainly was the case for electronics companies who were just sick of losses through laptop and tv returns and probably threatened to pull out of costco. Of course, none of this affects Costco’s bottom line, all they lose in the process is the administration cost of the returns in the hourly wages they pay their return clerks and RTV people. My point – don’t think Costco is losing anything in the returns process, in most cases, its the companies that have their product in Costco. Will this cause problems for others? Sure, return enough of one TV brand in a year, and its a good chance that it won’t be there next year across all warehouses.
Its the manufacturers that get burned when you return things, and I have personally witnessed several companies that have indeed pulled out as a result of the ridiculous return policy they have. So go ahead and take full advantage of the policy, afterall Costco probably doesn’t care a whole lot what you return, but if everyone abused the policy, its a good bet that you’ll only see Kirkland brand in Costcos in the future – albeit still with the fantastic return policy.
50 Costco Employee // 2009.12.23 at 2:28 am

Hellloooo all Costco members ! I came across this blog about Costcos return policy. This is no suprise to me. Ive seen rusted bbq grills, rusted outside heaters come in and be returned. Ive seen old socks and underwears, old beds with stains on them, and the best of all, a lady returned a half bottle of wine because it gave her a head ache hahah, come on people. I cant say this at work so ill take advantage of this site. Alot of members think there king or queen because they pay for a membership, im sorry but us employees arent your little bitches. Dont talk to us like we are and dont look at us as if we will do anything for you. You pay for a membership to shop in bulk and get quality products at a good cost. You’ve been a member for so long, dont forget your other fuckin bagel, they come in a 2 pack remember the last time you bought it ? Dont get to the line and decide you dont want a cold item, we dont like to run back and put it away for you guys, stop being LAZY !! All we take is american express and debit, so dont tell us you used another credit card last time !
51 Eddie // 2009.12.27 at 6:36 pm

LMAO Costco Employee – I work at Costco as well we think alike!
52 Dapheel // 2010.02.16 at 3:09 pm

Here’s the membership policy from their website.

Risk-Free 100% Satisfaction Guarantee

On Membership: We will refund your membership fee full at any time if you are dissatisfied.

On Merchandise: We guarantee your satisfaction on every product we sell, and will refund your purchase

1. Electronics: Costco will accept returns within 90 days from the date of purchase for Televisions and Projectors, Computers, Cameras, Camcorders, iPod/MP3 players and Cellular Phones.

2. Diamonds: 1ctw or larger: Membership returning a diamond over 1.00ctw must also present all original paperwork (IGI and/or GIA certificates) at which time they will receive a Jewelry Credit Memo. Within 48 hours, our Costco Graduate Gemologist will inspect for authenticity. Upon approval, a refund will then be issued to the member.

3. Cigarettes: Costco does not accept returns on cigarettes.

Key item to note:
Costco reserves the right to refuse membership to any applicant and membership is revocable without cause.
53 Tracie8 // 2010.03.24 at 11:14 am

I work at Costco in returns and have seen some people really abuse the return policy. The worst is when they return perishable foods that we have to throw in the garbage. Most people will keep an item if I tell them, “If we take it back, it’s going straight into the garbage.” Some people could care less. I’ve seen people return food after holidays that never was used like expensive meats, turkeys, cheeses, etc. I don’t think Costco should have to eat it because you planned poorly. Put it in your freezer and use it later. But, we uphold the Costco policy. I feel that they have to face themselves and God someday–what they are basically doing is stealing!

When you join a warehouse club like Costco, you are basically buying down your prices. Our membership fees are why we can charge under $2.00 for a gallon of milk which is $1-$3.00 cheaper than grocery stores. If you buy only one gallon of milk a week, you have already saved over $50.00 the cost of your Gold Star Membership. And don’t forget about the coupons Costco sends out regularly.

As for our members, the majority are completely awesome and bring a great vibe to everyone’s shopping experience, however, there are a few that are complete bastards! These members think because they have a membership they can take advantage of whomever, and whatever suits their needs. They think they should never get no for an answer.

I’ve shopped at Costco for 10 years and will continue to do so whether or not I work there.
54 Rachel // 2010.04.22 at 5:50 pm

Just the other day , while I was in line at the customer service desk waiting to renew my membership, I was standing behind a man (foreign and dressed in a nice suit) trying to return a laptop computer. I overheard the conversation he was having with a manager arguing over the computer he was trying to return. He was trying to return his computer after 8 years (YES, I said 8 YEARS!!!) of use. It was so banged up, DIRTY, scratched, had permanent marker written on it and even stickers. I couldn’t believe it!!! After the manager said “No, I’m sorry sir, but you have had this for over 8 years and it has obviously been used A LOT considering the wear and tear on it.” To my disbelief, the man started to try to negotiate a lower price for it. The manager almost laughed because it was so outrageous what he was asking for. The manager asked him, “Well sir, how much money are you thinking I should give you for it?” The man answered, “How about $800?” The manager said “No, I’m sorry but I can’t do that.” The man said, “Well how about $200?” I almost laughed in disbelief. Finally, the manager stopped entertaining his ridiculous offers, said NO and walked away. I was SOOOO relieved that he said NO!!!!! Who does that????? What nerve. UNBELIEVABLE.
55 Kimberly // 2010.04.23 at 7:49 am

Wow, that is completely outrageous! And also really hilarious! How could anyone reasonably think that was a valid return? It’s like he lost a bet or something. That’s just so so strange. That is definitely the best story about Return Policy Abuse at Costco though; hands down winner.
56 Dave // 2010.04.24 at 10:59 pm

I work for Costco and have a pretty good understanding of our return policey,1st we take back everything and most things are valid. I have seen people abuse the system many time, I have seen people take modems, hard drives out of computers try to return them. Return one coumputer maybe, return three or four there is a problem. If you purchased the computer say dell, HP, Sony, you would have had to pay for warrantee. Not at Costco so please dont cry wolf when they say enough is enough. How much money did you save? And if Costco let you return the computer you are very lucky. I have read some of the complains on the return policy. Most are not valid, abuse is abuse you can spine it anyway you want at the end of the day its still abuse. I can justify anything. Most company dont let you return anything after 3 months and we take things back 2 , 3 , 5 yrs old. We have the easyest return policy going or may I say the best return policy. The tv and computer return policy was change due for the very fact 8yr computer return. I will give you a little info,
The person who take that rotisher chicken to the register and decides not to take it, that chicken goes in the garbge Why you might ask? We dont know if you touch it or tampered with it, spit in etc. Same with food that is returned to the warehouse, its for your protection. If you are going to return something just make sure you dont abuse the return policy in doing so you make us look like the bad guys when and if they say no. Because we doing ervything and any thing we have to so we never say NO.
57 Spang // 2010.04.25 at 8:34 am

The return policy is there to provide extra assurance while buying their quality merchandise and to protect both the consumer and Costco if there is a rare lapse in quality. Recently, I purchased a package of 36 snack size bags of gourmet chips (stacy’s pita chips, food should taste good rice crisps, etc) for my lunches. Obviously, I would not eat one bag a day, but rather would expect to have about two or three bags a week, which I believe is reasonable. Well, one day at lunch I looked at the expiration date on my pita chips and they were already expired…less than a week after I bought them! It took me another week to get to my Costco store (it is about an hour away, so I have to plan a trip there) with both my receipt and the box of about 32 bags remaining. I explained to the clerk that I bought a 36 pack of these chips and they expired a week after I bought them…obviously not enough time to eat 36 bags! She still gave me an annoyed look and acted very frustrated as she made the return, even though I was more annoyed that I had to make the trip to return merchandise that really should not have been sold in the first place. In this case, I am glad the policy is in place, and I would expect to be able to return something that has a long shelf life (such as chips) but was sold too close to the expiration date at ANY store. Unfortunately, if people continue to return violins and bikes in the fashion of the stories previously listed, we will be stuck eating expired food!!
58 fair deal // 2010.05.26 at 3:50 pm

Are you kidding, they crank this electronic crap out knowing that a percent will fail. A $3000 TV should last as long as a $200 dollar TV and Costco knows it. So if the thing breaks, who’s fault? NOT the customer, agreed. So replace it, what the heck is wrong with you do gooders, just because your too woosy to return anything less big brother be watching. Give me a break…you sell it and back it up. A $3000.00 tv should last 10-20 years like grandpa’s old tv in the basement. Feel guilty for returning, why? why? They wanted us to feel assured when we bought it? I can’t fix it and neither can a repair person, not a plasma tv, no way. Audio goes out, pixels die.

Costco should jump for joy that people return items. I haggled with a manager who was in my face for 2 hours. What a waste of time. Just ask this question of every manager (if you are grandfathered in) “Will you refund the full purchase price of the item I returned?”, remember keep asking, do not negotiate. They have to say “Yes.” But they will avoid the question as long as possible, that could be for days so you give in. Now giving in is not always bad because you may get a great replacement TV but it would not seem to fit the agreement, have the nerve?
59 John // 2010.05.27 at 4:03 pm

Fair deal, So you are saying, anytime something breaks, it’s up to the seller to replace it for free? How about getting it fixed instead? You are right, things break, or require service to maintain the operation. TV’s are not designed to last 20 years, some do, most don’t, parts wear out, it’s a fact of life. People are too quick to return said $3000 tv because it needs a $200 part that has worn out over time. Returning an 8 year old tv and expecting a full refund after years of satisfied use is abuse, plain and simple. By the way, the agreement does not say full refund at any time. It’s says if you are not satisfied, they will refund the product in full. Having a product for several years, means you were satisfied with it. Just to clarify. I bought a TV at Costco in 1998, 10 years later it started acting up, I could have got it repaired for $450, abused the return policy and try to return it for a full refund ( never crossed my mind as I have ethics) or by a new, far superior unit. I chose the latter.
60 Katy // 2010.05.28 at 5:06 pm

I completely agree with John. If you buy something and it breaks, it’s called a warranty…you contact the manufacturer for repair. Any time you take something back to the store whether or not it is broken, even if you have had it for 5 years and you’ve “changed your mind” it gets sent back to the supplier. That means the supplier eats the cost of the item as well as the cost of shipping the item back to their distribution center. And by the time it reaches the supplier, it is broken into pieces and completely un-useable because YOU returned it w/o a box. If you think that these suppliers should eat the cost because they are making millions of dollars, think again. Many of Costco’s vendors have gone broke as a result of Costco’s liberal return policy. These suppliers are the companies that you, your husband, daughter, son, relative, friend or neighbor works for. So when the company goes down, guess who’s out of a job? Nobody expects to sell a product to Costco only to have it “rented” and returned for a FULL refund after years of use. There are many small vendors who supply product to Costco…they are not all corporate giants like Sony or HP. As a supplier to Costco, I have seen products that were not ours shipped back to our warehouse like old used pillows, dirty, disgusting, used cookware, old dented cans of Nectar, etc… This is total abuse. I’ve heard horror stories about people returning plants to Costco because they didn’t care for them properly and the plants died. The membership fee that Costco charges is for members to be able to purchase items in bulk and save money that way…it is not a fee for members to be able to RENT items. I do agree with some of the others in the sense that you shouldn’t feel sorry for Costco because Costco isn’t the one losing anything…you should feel sorry for their suppliers. Costco makes 15% on their items which just covers their overhead costs. Their profit is made on their membership fees which is why they have such a liberal return policy. It’s to keep their greedy, unethical, and corrupt members happy and renewing their annual memberships. Believe me, Costco isn’t hurting but their suppliers are. They bankrupt one supplier and then just move on to the next because there is an endless supply of new vendors who don’t know what they are in for. Reading some of these stories is simply horrifying, the next time you think about abusing their return policy, you should ask yourself if that’s how you would want to be treated if you owned a business.