Costco Wholesaleemployees over-riding costco membership return policy; harassment.

J Review updated:

I have been a member since Costco's conception, Novato Ca. I have repeatedly had to argue with your cashiers and your manager over and over again, ad nauseam, to the point where I have contacted an attorney. I have been berated, harassed, laughed at, whispered about, eyes rolled and written into your system as a chronic returner of merchandise. I have had to hear "The spirit of my return" not being in line with the Costo return policy so many times by management and staff, that I have contacted an attorney. I am tired of being berated and belittled by your staff regarding my return history. I happen to have been a personal shopper for many years. I also have worked in retail most of my life. I understand Costco's return policy, but apparently, your employees/manager have their own ideas about who and what should and should not be returned. Your lines are OUT THE DOOR every single time I go in, you only have two registers to accommodate all of your members, yet four registers and employees standing around not able to reduce the return line.
It's gotten to the point where I DREAD returning anything at your store(s). And no, Rohnert Park isn't the only store with employees over riding Costco's return policy. It's happening at your Santa Rosa and Novato warehouse's as well. I will have no trouble what so ever of collecting other disgruntled members who have experienced this weird and aggressive employee implemented return policy that is now over-riding the Costco membership agreement.
Finally, and most recently, I returned a Cuisinart Food Processor because it was recalled. I brought it back to your Rohnert Park store in mid-October 2017. I accidentally handed them my own parts, which consisted of three blades, a blade case and an extra mixing top/w lid. I called back to retrieve it and it was gone. Those items cost me over one hundred dollars and I either want them returned to me or I want a gift card for $150.00 to replace those items. Your clerk did not check the box or the bag, had he done so, I would still have my property.
Now, I have called Costco twice, trying to get this resolved, that was on Dec 7, 2017. I have spent plenty of time on the phone being passed from one rep to another. In the end, they told me I had to deal with the Rohnert Park store. I'm at the end of my rope. I just got off the phone with your manager at Rohnert Park, her name is Nadia. I was calling ahead about a Kitchen Aid Mixer that I purchased years back, never opened. She told me, and the previous return person on the phone at RP told me that it wasn't showing up that I bought it. They also both told me that they could only go back eight years. I gave Nadia the skew on the box, she entered it into the computer and it came up, the description was slightly different, but it came up. The price was $269.99, as I told her it was. She told me to bring it in and she would determine whether or not she would take it back.
I remember when customers could come in, have their return scanned, got their money back, be it cash, on a Costco gift card, or their Costco credit card. Now, what your employees are doing, is they are looking up the item, which takes way too long. If Costco is going to subject it's paying members to this kind of policy, which is clearly harassment designed to deter members from returning merch, then you might want to update your registers. Target is doing what Costco use to do. They know exactly what a customer paid when they paid and whether they paid cash, credit or gift card. If you don't stop your employees, and yes, this includes your manager, from this ridiculous, arduous, torturous return policy, then good luck to your longevity. I can shop on Amazon all day long, never leaving my home, buying and returning merch without any hassle from overzealous, judgemental employees reciting "SPIRIT OF RETURN" religious scripture, and I will happily do so if this problem isn't straightened out promptly.
Thank you.
Best regards,

Jamie Tanner

Responses

  • Sh
    Shaun R. Dec 09, 2017

    Holy cow!!! And I mean this with all due respect Jamie, this has got to be one of the most ludicrous complaints I have ever read on any site! You want a refund on merchandise that may even be over 8 years old? You want to be reimbursed because you returned accessories you didn't need to?

    I have always believed in respecting a customer, but when a customer is so out of wack with what they feel they're entitled to, they're better off at the competition.

    0 Votes
  • Po
    pobarjenkins Dec 10, 2017
    This comment was posted by
    a verified customer
    Verified customer

    @Shaun R. I wholeheartedly agree.

    0 Votes
  • Pa
    Patti Smythe Aug 04, 2020
    This comment was posted by
    a verified customer
    Verified customer

    @Shaun R. Didn't say it was over 8 years old, just they couldn't find it and said history only goes back 8 years. Once search term entered correctly, the item showed up. No mention in this post of how old it was. And, a policy should clearly state, do not return anything over such and such a time. If they don't want to honor their policy, which they do not want to do, then stop writing it and selling it.

    0 Votes
  • Po
    pobarjenkins Dec 10, 2017
    This comment was posted by
    a verified customer
    Verified customer

    "I accidentally handed them my own parts, which consisted of three blades, a blade case and an extra mixing top/w lid."
    I'm sorry to hear that your parts were lost, but this is truly your error. They are not responsible, nor should they be, for the mistake you made in returning your personal parts. You blame the employee for not checking the box, but you yourself put the parts into the box in the first place. If they have gone missing, you are not entitled to any compensation whatsoever. Again, they are not responsible for looking after your personal property that you returned in error.

    I am honestly shocked that they even considered processing a return for you for an item that is several years old. Additionally, it is your responsibility to save your receipt if there is a chance you may return something regardless of their system.

    It sounds like you have had many experiences that have affected you very personally. They do have the right to decline returns and/or give you dialogue about said returns. Accepting returns is a courtesy (not a requirement) that stores offer to their customers, nothing more. Retailers have to be extra cautious with returns due to increasing incidents of theft in the current atmosphere. You do not have any legal case unless there has been some sort of illegal behavior. Since this has clearly caused you a level of distress, you may just want to refrain from renewing your membership when it's time.

    0 Votes

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