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Costco’s Incredible Return Policy
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I know a lot of folks love Costco, I’m one of them. Did you know that their return policy permits you to return ANYTHING (except computers) with or without the receipt whenever you want as long as you still have the same membership. If you bought a pair of pants, as I did, and found that you didn’t really like them but tossed the receipt already… no fear, just go back and they have it all on record. Yes, I bought these pants two months ago and had been meaning to return them for two months. You can also use this as a (semi-free) extended warranty – buy a TV or DVD player and if/when it stops working after four or five years, just return it! The only exception to this rule is a computer purchase and that return period expires after six months.
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Keep in mind, it is not Costco that loses out when something is returned. It is the vendors that have to take it back from Costco. Costco get’s it’s money back from the vendor, so it is not out a penny.
The vendors need to put the cost of returns into the price. If there are too many returns, then they can choose not to sell to Costco.
Not true. I work at Costco. Costco only receives credit on some of the products that are returned. For example, we get nothing on Sony products. If you return a Sony product, it is sold to a salvage company for pennies on the dollar and Costco takes the hit.
Ya, on some items they do take a hit. Two weeks ago I was cleaning out my garage and I came across about $200 dollars worth of stuff that was unopened from costco. Ok, I already beat myself up pretty bad over clearly buying stuff I didn’t need
Back to my point, I took it back to costco, (there were 3 items) the employee came back with a weird look on her face and said, ummm, Sir, we can’t accept these as a return. I said why they have never been opened. She says, ya, but you bought them in 2005!
I had no idea that it had been that long and I was pretty embarrassed. She said since there was nothing wrong with the product, they didn’t want to take it back after that long because they do lose money. I told her I completely understood. I wouldn’t have even tried to return it if I realized I purchased the items that long ago.
So I guess there is a reasonable time limit in which you have to return stuff. 4 years, clearly beyond reasonable
Now where did I put that triple pack of WD-40?
Costco does lose out when something is returned. Most of the items that are returned get sent back to the manufacturer without any sort of money going back to Costco.
I just had my return policy curtailed by the local Costco manager in southern california. He claimed I returned 99% of all purchases. I copied all my American Express statements from 2007, highlighted the purchases/returns and tallied them up. Turns out I spent $44K, returned $8K. I asked him to explain how they came up with the 99%. Copied the regional manager and then Jim Sinegal (CEO) via certified mail. He turned it back to regional manager who said they were very lenient with my returns and never addressed the data I provided. I suppose if you pick one week when I returned something, and only look at that week, it is 99%. Needless to say, I will only purchase fuel now at Costco, and take the rest of my business to Sam’s Club.
I don’t think Costco will shed any tears at your decision.
Can you return something to Costco that someone else bought you?
Yes
Returning merchandise to COSTCO that someone else bought, is akin to getting a costco gift card, and you used it ….
There are some contradictory comments here about the policy in Costco. But I esteem the comments of “costco employee” and “hank” the most. Anyway, this is what my honest neighbor told me. He bought a stereo system from Costco and used it for three years. It suddenly stopped working. So he took it back with a receipt, thinking he will get a tech support. But instead the employee there took the broken stereo and let him get a new stereo for $150. (approx. $150 discount) So where does this come from? Was it the decision made by the manager/employers? I mean I actually like this. I am thinking about buying a laptop from Costco. If I use it for three years and it suddenly stops working (motherboard fried etc) I wish I could take it back and get a new laptop for a cheaper price. Maybe $100 – $200 cheaper. Do you think this is possible?
It is ethically wrong to believe that a store like Costco that has a liberal return policy should be exploited in this manner. Yes paying $4000 for a TV so you can brag about having it is the price you pay to be first on the block. If not you wait four years for the “discount” price and live with a TV that is an older model!!!
Imagine you running a store for similar products and your customer returns his purchase for a new TV after 4 years so he can get a newer model because it functions less than desired. Unfortunate,that a 4000 dollar tv broke but that is life in a mass production world.
Here is another example: imagine service for lawn care and you had paid for a 5000 dollar service for 2 yrs. then 5 yrs later your grass dies after a drought…should the company come back and reseed or resod your lawn? You are out of your tree if you think that is fair.
How about buying a car in cash today for 30000 dollars? Now 4 yrs later you decide it is not functioning as well….will you return it to your dealer for a NEW one! the car should last at least 15-20 years.
Come on play fair and all can benefit from a good policy. Abusive people are everywhere and if you want to be joining them then you are as corrupt as they are despite all your denials that you are not.
Art
I enjoyed reading your comments. I found your comments to be quite amusing and disturbing. But that’s not the focus of this site. It is to determine whether customers have the right to return items that no longer work. You say that they don’t. I suppose you never bought a product that stopped working after the warranty expired. You my man are one lucky fella. By the way, using extreme examples to try to support your argument doesn’t work. All it does is show that you have no clue about what you are talking about. Most people who return stuff to Costco are not as abusive as you think they are. Besides, if they did that, then Costco will either have them shot or arrested. Depending on how much they have returned from the previous month. Do you see how ridiculous my last 2 statement are? It’s so absurd that you probably dismissed it outright without giving it any thought. Well my friend, that’s exactly what you are doing with your absurd examples. If you want to try to convince normal people than use examples that are more common. That’s basic Speech 101. Duh!
I personally know how the refunds work at costco and how people are with their refunds. One thing I can tell you is that people get very abusive. There is a difference between returning a 2 or 3 year old TV that is not working and returning a 5 to 10! year old TV. Another example is someone returning underwear, yes underwear from 10 years ago. Now tell me that is not abusive.
It is wrong to abuse the policy. However, I went to the manager of the local costco and asked her if I could buy a computer with intent to use it for 2 monthes and to then return it, is it a problem? She said to go right ahead because this is why you should shop at costco.
Your comments are contradictory and hypocritical. First you state it’s wrong to abuse the policy. Ethically wrong? Morally wrong? I assume you mean both, but I can’t see how you really believe this, because you then go on to describe a scenario in which your actions would absolutely violate the SPIRIT of the policy, with you knowingly “renting” a computer for <3 months, then expecting a refund for the full purchase price. Just because you verbally backed a manager into a corner and got her to say the words “go right ahead…”, do not kid yourself into believing what you are doing is right, by any stretch of the imagination. The manager is simply mouthing the LETTER of the policy, and no doubt trying to save her skin and prevent what she thinks is another impossible, irrational member from calling corporate to complain about her. Costco’s liberal return policy is meant to assure its members that should they purchase something that breaks or wears out prematurely, doesn’t taste right, or doesn’t do what it’s advertised to do, then Costco will IN GOOD FAITH take care of its members and make things right. By comparison to other retailers, Costco’s return policy is PHENOMENAL. Btw, the notion that vendors, and not Costco, absorb all financial losses on returns is inaccurate and grossly over-simplified. Members such as yourself who continue to unethically twist and abuse the policy for your own selfish gain will ultimately force Costco to: 1) become far more stringent with its return policy, 2) raise
…prices on merchandise to cover increasing losses, 3) Further cut its already bare-bones staffing levels to save payroll and cover the losses, or 4) some combination of the previous three.
Just wanted to let you know we had our camera stolen on a cruise to mexico and when we stopped in cabo they had a costco we bought another camera there and then when we came back state side it had problems . The costco in oregon woudn’t take it back, replace or fix it . But most of the time they are good about returns .
Information –
Returns Found on Costco website 9/13/08
Membership: We will refund your membership fee in full at any time if you are dissatisfied.
Merchandise: We guarantee your satisfaction on every product we sell with a full refund. Exceptions: Televisions, projectors, computers, cameras, camcorders, iPOD / MP3 players and cellular phones must be returned within 90 days of purchase for a refund.
How to Return: For an immediate refund (including shipping and handling), simply return your purchase at any one of our Costco warehouses worldwide. If you are unable to return your order at one of our warehouses, please email customer service or call our customer service center at 1-800-955-2292 for assistance. To expedite the processing of your return, please reference your order number.
If you request an item be picked up for return, the item must be packaged and available for pick up in the same manner as it was delivered.
If your order was delivered “curb side,” it will need to be available for curb side pick up.
If the item arrived to you in a box, it will need to be in a box at the time of pick up.
I am a member of Costco for many years, the membership worth evey pennies.
I am Big fan of Costco, it is a great company. The employee are very friendly and helpful. Their return policy is the best and make me keep buying stuff from them. I will check Costco first before I purchase any major item, if Costco carry them I will buy it at Costco Warehouse or Costco.com even the price are higher, but best warranty and return policy.
Costco really is the best company to work for. I worked there for 9 years (10 years ago I moved on) and it was the best education I could have ever asked for. The lessons learned helped me to start my own successful real estate brokerage in Mexico! I even had the honor of cutting the ribbon at the new Puerto Vallarta Costco.
I wish Mexico’s Costco was as fair about returns (15 days only) but sadly it was a joint venture with Commercial Mexicana and Costco only owns 49%. Hopefully now that Commercial is declaring bankruptcy, Costco can buy them out and turn Costco Mexico into the best retailer in Latin America.
Hey Jim…we still don’t have any frozen peas in Vallarta. I love Costco!
John Forget – Broker/Owner
Elements Realty Group
With my father-in-laws membership card, we bought a pillow top mattress from Costco about 2 years ago, and now it’s highly uncomfortable (from being too soft). We’d like to return it for a firmer mattress.
Do you think Costco would take it back, if we don’t have a membership? Would my FIL have to be present at the time of return?
I had a TI-83 Plus calculator back in the day which I returned even though I had my name engraved in the back!
I have been trying to return a TV for my grandmother that she purchased 6 years ago which by the way cost $2,400.00 because it is having problems for the past couple of years and we noticed this christmas it has got way worse. She is 89 years old and her satisfaction has not been met. They say it is to old and will not return it because it is not a reasonable amount of time. I’m asking were is this written in the return policy? It says satisfaction guarantee. I guess to own a tv for $400.00 a year is suppose to be satisfying. I have $100.00 tvs at home that have lasted 15 years and they are still working just fine. Can anyone help?
Come on. What do you expect? You want them to accept returns on 6 year old shirts or curtains?
saladdin
Hey, I suppose I should be lucky that you didn’t mention used underwear….you are one sick person.
i was denied a return at costco for a brand new item ($16.49)that was still sealed in the box. costco looked up and saw i purchased it in 2004. They denied my return. watch out people. it seems as costco is not as leniant on returns as they were. I was not satisfied with this, and they have lost a good portion of my business due to the denial on the return.
Geesh, you bought it 3 years ago! Would you consider a 3 year old unopened computer, tv, or ipod a “brand new” item? How are they going to sell it as “new”? Granted it may have been a non-tech item but they’re not going to have a return policy specific to each item.
> and they have lost a good portion of my business due to the denial on the return.
Great! You are doing Costco a favor by staying away. The majority of good, honest and fair companies do not NEED or WANT “the business” of unethical and shameless people who brazenly try to return 5-year-old, $16. items. Are you familiar with the concepts of “ebay,” or “garage sale”? Get real.
haha, so funny your reply is, Anna, especially the ‘ebay’ or ‘garage sales’ concept! I would add Craglist too!
btw, i recently returned a Canon DSLR camera and a printer (bundle sales) to Costco after 2 and half month use, because there’s a problem with the charger; i would like to change the charger but they say return it and get a new one; so they accept it without a problem — it was my first time return a 1000 dollar thing and it felt just amazing… and I am VERY curious about how Costco handle this, did they invest short-term all the credit or what? otherwise, all those returns are really a big lose in money…
I purchased a vizio P42HD from a CA Costco back in Mar 05, worked fine until this weekend when it died. I was going to bite the bullet and buy a new set when I started researching blogs on vizio and Costco return policy. After almost years of use (and great performance), I didn’t think Costco would give me my “just due”(I paid $2000 back in ‘05). To my surprise, after the store manager was summoned at the returns desk, she offered me an equitable replacement at no cost (a Vizio 42LCD). It included all taxes and Ca waste disposal fee($25). Thank you Costco!
What store was this? I tried returning my Vizio, which I bought a little over 3 years, because of a quality issue. They won’t accept the TV. I even tried the Customer service line and they basically stated that I owned it for too long. I don’t think it’s right for Costco to back peddle on their previously stated return policy.
Now I am going to have to talk to the corportate office. Any Advice?
any tv purchased prior to the change in the return policy in 2007 can be returned for a full refund unless your account with costco has excessive/abusive returns in a specific department like electronics. please tell the whole story there are to many folks posting their version/perception of the scenario and leaving out pertinent information
This is true. Explain your situation to a store manager and you should have no problem. Do not start arguing or getting angry right away because it will just make them not even bother with you. I see it everyday. The employees there are much more helpful when you come up with a good manner.
They just repaired my big screen an I had it for 2 years an 11 months. Save me a $600 to $800 repair. I have a new T.V. now. Anybody would be crazy not to buy from Costco’s. Just don’t abuse the warranty. I think they are one great company an we need more companies like this in America.
By the way, Vizio’s Corporate office is in California not Japan, China, etc. Even though the T.V.’s are made in Tiwan I think they really make a good product. I have heard that Sony is the best but you really have to pay for it. However, we all know that Sony is a good product too. Does Sam’s have this return policy? I have a Sam’s Card too but very seldom go there anymore.
My saga has finally come to a close… for now at least! Thanks for all the great information from previous posters. Our Vizio plasma TV purchased in July 2006 died of the “pop” in October (after the 2 year warranty expired, but supposedly grandfathered into the “lifetime satisfaction guarantee”). Vizio refused to service the unit and suggested we take it to a repair shop. They examined the TV and quoted $500 to repair.
My husband called Costco Concierge and opened a ticket. They dispatched a repair tech to our home. He looked at the TV and the diagnostic report from the other repair shop. He agreed with the diagnosis and ordered parts (new YSUS and ZSUS cards). Ten or so days later he was back with the parts needed to fix the TV.
Works like a charm now… we are very pleased! The rep at Costco Concierge said if we have any further problems ANY TIME down the road to give them a call again. Appears that as long as parts are available, they will be willing to fix it! Since it’s the original unit that we purchased she said it will ALWAYS be grandfathered in under the “lifetime satisfaction guarantee”.
I’m very satisfied with the resolution to our problem. Thanks, Costco and Costco Concierge!
boyyy, from all the good reports for costco, i’m impressed. I am a costco member in Aguascalientes,mexico. the stores( WALMARTS & SAMS ) down here do not reconize purchases from usa…but…my costco battery went bad while I was in Dallas.
The store exchange desk said “your member card is from mexico, I said yes, I live there, aren’t they honored at any costco. sure, no problem, but we don’t carry this brand here.
So they gave me a new battery that should have cost more, in trade for my old one, no charge
please adopt your u.s.a. policies down here in Mexico, PLEASE.
In answer to “Joe Shmoe”.
I bought an used (2002) car in USA 3yrs ago.
I took it back to Mexico, where I live. A year later, I had a blowout by hitting a curb.I am guessing the tire was about two years at the time. The tire was a michlien, they came with the car. Costco is one distributor for this brand here in Mexico.
I took the car in for an adjustment and pay any difference. The manager was not going to give me any credit, even though it still looked new, with a lot of thread left(the car was not used much since the tires were originally purchased.
Just as we were talking, the district manager came in, curiously asked”what was the problem.
She said the tire looked new, no thread wear,
so, give him another tire, at no cost”.
So, I think the policy problems stem from who you are talking to at the local level.
p.s. If the tire was all wore out, I wouldn’t even think to ask them for any adjustment. Also,if I had a T.V. for 3 or 4 years, I also wouldn’t think of asking for a replacement.
I am also the man above with a bad mexican battery(in warrantee)that was replaced free of charge up in Dallas.
thanks again , Costco.
can i buy a new item and then replace it with my old item in it and take it back and get a refund ?
You can certainly try….Personaly….I hope they catch and put you in jail.
You are part of what’s wrong with this corrupt world today.
Why is it…that there is always some one willing to take advantage of a honest company.
Maybe you should spend more time…
reading the bible, and applying Jesus teaching… Do unto others as you would want them to do to you.
Calvin, take a chill pill. I think what Shawn is demonstrating is called sarcasm.
It seems Costco is really cracking down on their return policy. I bought an HP Printer (about $150) and it stopped working. I spent about 2-3 weeks trying to fix it (advice from HP web site – other blogs – etc) but it was dead. The printer was 3 years old BUT I used this in a vacation home so it had probably been (lightly) used for about 6 months (2-3 months a year) over the 3 year period. So I don’t think it was unreasonable to expect the printer to last longer. As you all know the official return policy (on the website and in the store) says:
Merchandise: We guarantee your satisfaction on every product we sell with a full refund. Exceptions: Televisions, projectors, computers, cameras, camcorders, iPOD / MP3 players and cellular phones must be returned within 90 days of purchase for a refund.
The store people said things like – “you don’t think that means we’ll take back a 3 year old printer do you” and “we can’t take back everything you buy here that breaks” and “that means we’d be offering a lifetime warranty on products”. Umm – actually I was thinking YES to all of the above. I had to go back to the store twice and speak to the manager but they finally took it back – but acted like they’d done me a big favor. (I’d also like to add that I’m a 10 year member and that was my first return). Why does the policy on the web and in the store say what it does if they really don’t mean it? (I shop at LL Bean all the time and they have a lifetime warranty on everything and I’ve never had a problem taking anything back – so there are store that honor that policy).
About 2 or 3 years ago I purchased a portable DVD player from Costco. It actually stopped working after 6 months… But unfortunately, I misplaced my receipt and ended up keeping it. About 4 months ago I was cleaning my house and came across the receipt. I always heard about Costco’s return policy. So, I brought the portable DVD player along with the original receipt (which I could barely read – since it had faded over the years) back to Costco. I politely asked the associate at the counter if I was able to return this and proceeded to explain that the DVD player did not work. He didn’t ask any questions – said it was not a problem – and offered to refund me the full purchase price. In addition, he asked if I would accept cash or store credit. I opted for the store credit since I shop at Costco all the time. The service I received was amazing!
I’m shocked at how many people expect to return after 90 days for electronics. If the warranty is in force, then the warranty procedures should be followed. If not, then it’s too old, no matter how little you used it or how long it was broken before you got around to dealing with it. Some of you obviously never worked in retail or tried to run a business before. And by the way, I don’t work there – I work in a community nonprofit.
My Vizio VP42 that I purchased from Costco on in February 2007 JUST died. I still have my Costco receipt which is significantly faded BUT still has vital information on it. Unfortunately I am no longer a member of Costco. Does anyone know if their return policy will still work? Should I renew my membership and then try to return it?
Hopefully you bought yours before 2/27/09 when the new policy begins. No membership required for refund and cash refund given. Make sure you take all wires and remote.
Some facts for you to ponder: The policy revision you are referring to was implemented in Feb 2007, not 2009. You are incorrect in stating that returns will be given to someone with an expired membership. Finally, it is not true that a “cash refund” will be given to members who purchased using an American Express credit card.
I know some venders Will not take 100% of the returns Costco takes back. Any idea what Costco does with the extra returns?
They dump them at the dump unless they are electronics, I know this because my friend does the dump runs.
All food items are thrown out right there at Refunds. There are so many people that buy tons of meats and other foods for parties and then end up eating barely of it, so they return it and we have to take it. It’s very sad and most of the people who return it do not care when they are told.
Our 42″ Vizio finally went blank and my husband worried about the warranty. We bought it 3/31/06 and I remembered Costcos no ask return policy. I called as our membership has expired the lady said as long as our item was purchased before 2/27/07 you are grandfathered into the old refund policy. Your membership does not have to be current, however if you want to purchase another unit you have to renew. We received $1975.00 in cash for a 3 yr old plasma I renewed my membership bought a new 47″ lcd Vizio for $1299 and bought some other items. I love Costco and am grateful for this old policy even if my new tv is only covered for 90 days. I’ll take it.
Just a side note, Home Depot also has this same type of “take anything back” return policy. I worked there very briefly a year or so ago and in the training provided by corporate they very clearly stated that all stores were to accept anything back. They gave an example of an elderly lady returning tires to the store that she could not have possibly bought there, but they accepted the return anyways. I have never actually found this to be the case in stores, but I’m sure if you take the issue up the totem pole you will get a refund if requested.
If you do not have a printer and cannot get to a costco warehouse to return merchandise you are stuck with the merchandise. Costco does not include a return label in their shipping boxes and will not mail a return label. The only way to get a return label is to print it from a link downloaded to you by them. You would think that this overpriced corporate amway type scam would at least include a 2 cent return label in the box. Home Depot always does.
Costco is trying to evade returns from the minority of people who do not have a printer.
All returned are sold to wholesale companies who purchase them by the pallet. unfortunate that there are many people who abuse the return policy but in most cases stores offer these type of return policies since they percentage of abusive customers is much lower than the ones that don’t abuse the return policy so they still make money. Down side is the cost of returns is later offset by increased membership fees and higher prices for products.
I bought a sewing machine from costco about 6 months ago and its really just not the type I need. I hate to return things I have used which is why I have stuck it out until now, but I really can’t stand it. Does this purchase count as an electronic in the return policy? Do I need to call before hand about it? I worked at REI for a couple of years and they also have an amazing return policy which was frequently abused by people who owned and used the item for years or runners and hikers who would come back with their used up shoes each year to get new ones…so returns make me sad and feel bad.
So why did YOU buy it if it is not the type you need? My two cents… that seems kinda odd and/or not real mature. But the way I see it, you have two choices here. 1) Feel “bad” and “sad” and be exactly like the runners and hikers you repeatedly saw abusing REI’s return policy, and return the sewing machine, cooking up some dishonest reason for the people at Costco which essentially blames the sewing machine itself and conveniently absolves you of any responsibility for your careless purchase, or 2) own up to your decision, keep your principles, and sell the machine or give it to a friend or to your favorite charity, and go purchase the machine you need… which really is what you should have done in the first place. To answer your two questions, a sewing machine does not count as electronics under their return policy, and no, you do not need to call them ahead of time.
Costco is very selective on accepting returns. I have seen people return junked computers in partial boxes and loose cables after a year (they spend a lot at costco) and myself with a camera and receipt about 4 months old, not used, fresh in box, and they said it was too old. Sure I could make a fuss, MAYBE get some satisfaction, rather I just changed to Sams.
Nowadays, costco return comes with an attitude and sometimes harrasement.
What goes around, comes around. I guess.
I would be absolutely ashamed to admit that I engaged in some of the return practices mentioned on this blog. The retail industry has suffered tremendously because of discounts and lenient return policies. There was a time when stores only had two big sales per year and customers were expected to adhere to strict return policies. Now, the customer has insisted on abusing the system, forcing retailers to compete for their lousy business. Did your mothers not raise you any better than this?
Well said, Lisa. It really seems the majority of people operate at a level that’s appallingly deficient in class, character or ethical behavior. And nevermind their mothers — I just wonder what sort of selfish, conniving louts their offspring will evolve into.
Hey I bought a plasma tv in 2006 before the policy change. I want to exchange it for a new tv but there is nothing wrong with it. Whats the best excuse to get the tv returned?
Chances are you won’t be able to.
jack,
i believe costco cuts off TV returns at around 4 years old . i plan on doing the same thing with my 50″ plasma that i purchased for 2K in late ‘06. i am going to say it just turns off at times while i’m watching it. i will angrily add that it has happened at crucial moments during my sports- and that is unacceptable. i will request a cash refund. the same tv is now 1080p and $700 less.
they can kiss my … if they didn’t want abuse they shouldn’t have offered the return policy in the first place.
and tomorrow i am taking my ipod nano back to best buy strictly to UPGRADE from an 8gb to a 16gb. i bought the $19.99 2 year product replacement plan. once again- THEY OFFER IT, I TAKE ADVANTAGE.
LASTLY, to all you bible thumping ethics professors out there who insist on judging any and all–> you won’t SHAME me into feeling anything phuckers. btw, i am a public school HS teacher so i guess i have the last laugh with that whole “afraid for the impressions they leave on the younger generation” BS.
Your way of thinking is nothing less than a disgrace. I am thankful that I don’t have children given that there are teachers like yourself in the public school system. You’re disgusting.
I want everyone reading this to know it is because of people like this Man that the return policy is getting tougher. The employees at refunds take so much abuse, when all they are doing is there job. Anybody who would do something like that is not even human in my book.
may i add…
getting screwed is cyclical, so i am obligated to dish it out on occasion to maintain proper equilibrium. (screwing costco/best buy with my bogus returns). those costco & best buy fatcat millionaires will not be affected in the least through my selfish ways.
let’s see:
i get screwed with the cost of living not keeping up with my salary.
i get screwed by cox cable charging me $150 month for crap.
one word: gasoline.
two words: tuition increases.
i get screwed by nepotism/kickbacks/corruption with our state/fed taxes.
perhaps you may conclude that i “play the victim”, “woe is me” and that i feel the world owes me. that’s alright you’re entitled to your opinion, meanwhile i am just trying to keep up with the times and get mine when it comes around.
** Shopping-Cart Virtue, by Michael Josephson **
According to a story in the book Hugs for Dad by John William Smith, a father asked his son after grocery shopping to return their cart to the retrieval area. Although it would have taken only a minute, the son protested.
“C’mon, Dad,” he said, “there are carts all over the lot. None of those people returned theirs. No one expects them to.”
Then Mom chimed in. “For heaven’s sake, they pay people to collect the carts. Returning one more won’t change the history of the world. Let’s just go.”
Dad was about to surrender when he saw an elderly couple walking together to return their cart. After a moment, he said to his wife and son, “We’re not responsible for what other people do, but we are responsible for what we do. There are two kinds of people: those who put their carts away and those who don’t. We put our carts away because that’s the kind of people we are.”
This story isn’t just about grocery carts. It’s about putting principles above convenience and doing the right thing in a world that seems to promote rationalizations and excuses that demean or trivialize simple acts of virtue. There are two kinds of people: those who find the strength to do what they ought to and those who find excuses not to.
People of character do the right thing even if no one else does, not because they think it will change the world but because they refuse to be changed by the world.
This is Michael Josephson reminding you that character counts.
Anna…Your post about shopping cart virtue sums this issue up. There ARE two kinds of folks, those who put their carts away and those who do not. I’ll bet the same customers who abuse returns leave their carts in the parking lot. It all comes down to doing the right thing…decency.
Hmm I kinda like to think of myself as a Robin Hood type… stealing from the rich Costco to give to the poor (in this case me).
Robin Hood…
You may not think much of yourself if wholesale clubs (like Sams and Costco) either are forced to raise prices, or worse, close their doors. You need to reread Anna’s post on shopping cart virtue.
You may *like* to think of yourself in such a ridiculous, juvenile and fantasy context, but you’re acting dishonorably and wrong, and you know it. At least you admit one true thing: You are (in essence) stealing. Everything else in your pathetic rationalization reveals a person of very weak character. Grow up and start acting like a man.
I saved up some items to return at Costco. They totaled 7 items. The newer clerk introduced herself and said “Wow. Lot’s of returns.” Embarrased, I explained that I am not good about returning things and I hate returning items.
They were:
1. Slip on shoes that didn’t fit (bought 1 month ago). Just tried them on.
2. Wrong size bra for my wife. She never tried it on but lost 15 pounds.
3. 1 week old Schwinn bike with a defect.
4. Diet maple sugar that tastes terrible with one serving gone.
5. A coat that didn’t fit well (wife lost 15 pounds) that she never wore. (Feb 2009 sale).
6. My Son’s defective shorts(two wearings from April April purchase).
7. 2007; hose sprayer set. The 1st one leaked day one and now every one in the kit does not work. $20.
I just listed 6 months of returns.
I know I should return things quicker. And I know that item #7 was pushing it. But out of the box (before hearing a word or looking at the screen) she said “WOW. We have not had THAT coat for over a year.” Embarrassed, I said when did my wife buy that? We looked and it was Feb 09. She said, “it’s about a year.”
She credited things for me and when it came to the hose set she said “this looks pretty used”. I said I leave it outside so it is faded. One piece at a time died and I really debated on this one. I told her it was her call.
In the end, they huddled and credited me the $20 for the hose set. I buy EVERYTHING I can from Costco. I’m guessing we spend $10K-$20K a year.
I now realize that the abuse is having them re-think their policy. Their policy was set up to take care of the small things to bring about loyalty. They assumed the good in people and that no one would dare take back a 5 year old TV.
They also want you to take that item home you never thought about buying before you walked in. It’s about knowing that you can take it back if you change your mind. Now.
Now I will think twice about taking an item home without KNOWING that I need it. I won’t buy clothes unless I know it will fit my son or daughter. I won’t buy the extra life jackets in case my neighbor wanted them (”if you ever see those again; buy them for me”.)
I don’t want to be labeled as a chronic returner or get put though the ringer when something took me too long to return because I HATE returning things.
Steve,
I think you are absolutely right on with your comment:
> I now realize that the abuse is having them re-think their policy. Their policy was set up to take care of the small things to bring about loyalty. They assumed the good in people and that no one would dare take back a 5 year old TV. They also want you to take that item home you never thought about buying before you walked in. It’s about knowing that you can take it back if you change your mind.
—
Costco’s incredibly generous and liberal return policy is a dying relic from a time when most people behaved ethically and did the right thing. It’s intent was to assure members that Costco will treat them fairly, and not leave their customers high and dry should a product fail to live up to its intended, reasonable expectations. The policy has become, for a growing number of dishonorable people, an ATM machine and a method for fraudulently obtaining a lifetime of replacements for normal, worn-out products such as barbeque grills, mattresses, fans, shoes, you name it.
The policy underwent a significant change a few years ago with the introduction of the 90-day limit on electronics, computers, cameras, etc. Mark my words that the current policy will not last … thanks to the abuse the company is suffering at the hands of an increasingly dishonest, selfish general public.
One other comment regarding your jacket return. Obviously Feb 2009 is not one year ago, it was 6 months ago…so the employee in your case was factually mistaken. BUT, in the employee’s defense, outerwear arrives in warehouses usually in August of each year (one year ago from now). By Feb, there is *usually* no outerwear left in the warehouse, so it is possible that your Feb 09 purchase was an item that was returned, or simply one of just a few left over from the previous season. I just wanted to give you some context as to why the employee might have been thinking the jacket was last in the warehouse about “a year ago.”
Well I called about the TV and they sent someone over to check it out. Of course there was nothing wrong with it, but I kept insisting. After a bit the guy (he looked to be a college aged kid) winks at me and says throw me a $20 and I will get your refund.
So for $20 bucks I got a brand new and bigger tv, plus because I used a coupon.. $200 worth of food. I love Costco!
Hi Anna,
You are spot on with your post.
I was put in a category of a person that takes advantage of a liberal return policy. Even though I am not “one of those” I was put in that bucket.
One by one (Walmart, JCP, Target) are dropping their generous policy. Kohl’s and Costco will be next.
I’ve been in my local Costco to see a 1992 RCA rear projection TV sitting in the return area (dust and all).
I saw this about a year ago. That was beyond ridiculous and that was a piece of crap human being.
Re: the quilt like coat that I brought back. I of course know that I should have brought that back earlier. The returns person sent me a message that I was abusing the policy. I would not get that attitude at Kohls. Personally, if a company prides itself on a liberal policy, a 6 month return isn’t THAT much out of wack. It was the 1st think she saw and she let me have it.
Again. I’ll bypass items on the rack if I debate at all. It will only save me hassle and money.
Hi Steve, I really commend your thoughtful, reasonable and fair attitude on this subject.
Re: the coat, I agree w/you that it was not cool of the employee to give you some “attitude” just based on that one. But IMO, you interpreting that as a subtle message, even if it was unintended, is a very healthy, open-minded and self-reflective response on your part. Who knows…maybe the customer before you was one of those “piece of c*@p” human beings with a 10 yr old TV, and the employee (also human) wrongly let her lingering frustration show thru to you!
Lowes actually has a very good return policy as well. I have taken stuff back (unopened) with no receipt, that was a few years old and they gave me a store credit with no questions asked.
As odd as it may seem, I was randomly called by Costco to see how my service level was at the returns counter. She was the manager from my local Costco. What timing!
She was interested to hear about my return YESTERDAY (LED light bulbs). It was a random call. You see, I already learned to take things back a lot sooner.
While I had her on the phone, I told her about my experience on Sunday. She was concerned because she knows that (normal / rational) people can feel bad about taking things back when they are “not completely satisfied”. I suspect she will explain that to the person who helped me.
I actually read her my text from this forum. She appreciated my honest feedback. In fact, she was very interested about this forum and I told her about this link. I’m sure she will be lurking tonight and reading the text.
In summary, the policy was in place to make customers completely satisfied. It should go without saying that the policy is not for someone to take back a 2002 spa or 2005 grill (my words not hers). They rely on people to put themselves in their shoes.
While it is rare for people to abuse the policy, it probably takes a year of milk sales to make-up for that returned $6000 spa. No, they cannot send it back to the vendor. It was their goodwill.
Costco’s culture is rare in that they are huge but really do care. It’s why they still pay their people a decent wage even though they could pay a lot less.
Steve, that’s really interesting to hear. I’ve always loved Costco, still do, and it’s customer service like this that makes them better each time.
To all of you who are trying desperately to rationalize how that is is OK to abuse Costco’s return policy because they really care, want their customers to be 100% satisfied, are so big that they have no problem re-couping, yada, yada, yada, are kidding yourselves! The bottom line is this…You are the kind of people who are not honest, do not do the right thing, and obviously are not the least bit embarrassed about you actions. This behavior is a product of our times, and it is sad. There was a time when this kind of behavior wouldn’t even happen, let alone be allowed. You need to re-examine your lives and what you want to be known for when you leave this earth.
GZUS, shut up already with the preaching. what i do is NONE OF YOUR BUSINESS. unless you’re a judge then leave the judgments to the pros: God and justices.
Sams Club has the same return policy. You can return a product at any time as long as you have an active membership.
theres a reason i spend thousands a yr at costco. usually they dont sell junk…and their return policey is by far the best! bar none..
unconditional satisfaction guaranteed!!
Lisa,
Get off your soapbox and stop judging everyone who makes a return…..
Does anyone have a receipt for Lisa? I’d like to return her but I don’t know if Costco will take her back.
I work at costco. This afternoon, I was asked to check up a return ps3 that member purchased at 02/2009. The reason is whole family(father and sons) getting bore with this machine. I don’t know what to said about it. I looked at their faces, they are really ugly family. We gave them money back. Although I didn’t loss anything I feel sick about this kind of people.
OK,…need advice.
In Oct 05 the wife and I bought a Sony HandyCam for our honeymoon while in Maui at the Costco. Did not really do the research because we were needed something asap. It performed reasonably well at first but with a year started to have problems. It ended up collecting dust in a case and I am kicking myself we did not return it.
We have the receipt and I swore I’d get around to taking it back. Now I am wondering if we are stuck with a crappy HandyCam we stopped using because of problems. I will say that we went to Costco knowing if there we problems we’d be OK. Now I am not so sure. Any advice????