Costco |
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Consumer reviews about Costco |
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WGAS
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Dec 9, 2011
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refund policy
Sounds to me like the customer service desk was smoking crack. Why would I buy a new double pack just to have them refund one pair when I have one pair in my hand they could just straight up refund in the first place.
Besides the fact that you'd already paid for the first two-pack, what does refunding half of a new two-pack do you. Sounds like they just wanted you to spend extra money, period.
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olisbos
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Dec 9, 2011
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refund policy
You can't refund / return 1/2 of a 2 pack. Bringing the whole pack pack was the thing to do. Have you checked their online store or another Costco to see if they have them in XL?
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WGAS
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Dec 9, 2011
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refund policy
But that's exactly what they were proposing to do, if she bought a new 2-pack, at least that is how she explained it:
find a replacement two pack and buy it and then they would take one pair out and reimburse me for it.
Why would they reimburse half of a new two-pack and not the original?
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olisbos
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Dec 9, 2011
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refund policy
I understand that they were willing to let her take a pair out of another pack. I also understand there were no more XL's, so an exchange or refund was out of the question unless she brought back the other pair, which she is reluctant to do.
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Ellen67
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Dec 9, 2011
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refund policy
Think of it this way: if you were going to buy the two pack and realized another customer opened the pack and put in the wrong size. You would look for a different pack. If not available, you have two choices: put them back or choose to buy the two pack to get the one pair. Not a good economic decision but it would be your choice. Similar choice if you already bought the two pack; return for a refund or just keep the two pack for the one pair. It isn't "buy one get one free"; the manufacturer packaged it up as a 2 pack but it is one item, with one bar code. The store, Costco cannot create a new sku and charge you half price. If anything, be annoyed that another customer is classless enough to literally steal, because they affected you and your purchase.
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Ellen67
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Dec 9, 2011
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refund policy
And when I say steal, obviously, another customer wanted a XL and wanted a Medium size but was too cheap to buy two packs. That is stealing because now the other package is not in proper sellable condition.
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WGAS
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Dec 9, 2011
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refund policy
True enough Ellen, it was another customer that created this situation originally and that is who I would be originally mad at. However, they could have refunded the entire price, then rang up the package via the bar code and given a 50% discount, no need to create a new sku number.
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Ellen67
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Dec 9, 2011
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refund policy
One can create many different scenarios for how a business can conduct their business. But we are the customers and cannot dictate how they run their business. Why would they take the loss? If you return the item, they may be able to recoup by returning the pack to the manufacturer. You are asking them to take a loss when you yourself don't want to take that loss.
The reason I mentioned the scenario about finding this before you purchased it: would you have brought the package up to the cashier and asked them to split up the package? If they had that capability, they would have allowed it when you brought it to them afterwards.
I understand your frustration, but sometimes things don't work out the way we would like them to work out.
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WGAS
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Dec 9, 2011
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refund policy
No no, I understand... Either I'm not reading the original complaint right or not understand it.
Customer bought original 2 pack, discovered it has 2 different sizes after getting it home.
Customer brings wrong size back
Refund desk tells customer to go find another 2 pack and buy it (thus now purchasing two 2-packs) and then they'll reimburse one pair of that new 2 pack.
In the end, the customer would have ended up paying for not only the original 2 pack, but half of the new 2 pack. (perhaps she is leaving something out of her story, I don't know.)
That is the way I am reading the complaint. If they can reimburse half of the new 2 pack that they are telling the customer to buy, why can they not just reimburse half of the original 2 pack?
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olisbos
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Dec 9, 2011
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refund policy
The way I read it was she could go grab another pack in the correct size and take a pair out of it, exchanging the one wrong pair. As there was no pack in the correct size, she could bring back the other pair that did fit, and along with the incorrect size, receive a refund.
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Ellen67
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Dec 9, 2011
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refund policy
Sounds like they may have needed to ring up the new pack, open the pack to take out the new XL to give to customer, put the Medium back in the pack, refund the second pack, and send second pack back to the manufacturer.
Although, if XL wax available, they could have done this without the second purchase. But it is a moot point since XL was not available.
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Ellen67
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Dec 9, 2011
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refund policy
Oli, I agree
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M3C Slimjim
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Dec 9, 2011
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refund policy
Good review. Looks like another customer who obviously got taken advantage of. I would call corporate and let them know.
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KathrynL
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Dec 10, 2011
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refund policy
This was my initial complaint: I appreciate the comments.
Ellen you were right when you said this: "Sounds like they may have needed to ring up the new pack, open the pack to take out the new XL to give to customer, put the Medium back in the pack, refund the second pack, and send second pack back to the manufacturer.
Although, if XL wax available, they could have done this without the second purchase. But it is a moot point since XL was not available."
And also you were right when you said that the problem was caused by another customer. But still I think that they could have not made me pay the consequences since they are a big company.
Another thing I didn't mention is that I live in South Korea and finding my size here is such a challenge, so my reluctance to part with the pair I bought and liked is real. I have to decide now whether to keep the pair I already am wearing knowing I am paying double for it or return it so they can through it in the garbage. Either way I am the loser in this and a very unhappy customer!!!
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Squibs
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Dec 10, 2011
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refund policy
Order online next time.
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KathrynL
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Dec 10, 2011
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refund policy
Please pardon my spelling mistake: "throw it in the garbage".
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KathrynL
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Dec 10, 2011
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refund policy
I wish it were possible to order online. Not so easy from South Korea without paying very high shipping charges.
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Ellen67
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Dec 10, 2011
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refund policy
Unfortunately, the store did not share your expectations that they are so big that they could absorb more loss. Imagine your issue multiplied by hundreds. They have a loss control department that makes the rules to minimize their losses. Again, try not to look at it like they are punishing you; someone else's criminal activities impacted you and the store.
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KathrynL
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Dec 11, 2011
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refund policy
Ellen, if you look at it as you say, multiplied by hundreds, I still think that having a policy that allows me to get a 50% refund for the package is a win-win situation. I only pay for what I have. The pants I like don't have to be thrown in the garbage for no reason. Costco doesn't lose money and I walk away a happy customer. My expectation was that I pay for the pair that I keep and they refund me for the pair I return. That seems like a reasonable expectation to me and I am absolutely confused as to how you interpret their solution as minimizing their losses or my solution as them absorbing my loss. Anyway, I'm done venting. Still annoyed. I will probably keep the pants but never buy clothes at Costco again and I am losing my taste for shopping there at all.
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Ellen67
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Dec 11, 2011
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refund policy
They dont lose anything if you return the item or keep the item either. But if they allow multiple customers half off because they want to return half of a package, it adds up and it isn't a win/win.
My interpretation: Because I am trying to avoid being blunt and hurting your feelings. But here is the blunt truth: someone ripped off Costco by changing sizes. Usually a store has to send the 'damaged' package back for a full or partial credit. They could still lose money. Two pairs equal one product. You cannot break up the package. Sure they could have done it your way. But they don't have to take a further loss because it isn't buy one get one free. Either you don't buy it if you see the incorrect size or you make the choice to buy the package with only one size you want- because you want at least the one pair. You cannot break up a package. Similar process when you find the wrong size at home; they don't have another XL to exchange out, so you need to choose to return them for full refund or choose to pay full price & wear one pair. They cannot return one pair out of a package to the manufacturer without taking the full loss and they shouldn't be forced to.They gave you reasonable alternatives. I don't use salt, so guess what; I am buying a salt and pepper set- how about the store keeps the salt shaker and I only pay for the pepper container. You know what answer the store will give me: you don't have to use the salt shaker. And if that isn't good enough, they would tell me to pay full price for a single container for my pepper if I can find one. A store shouldn't be expected to break up sets, packages, etc. If they can, great. But it isn't a REASONABLE expectation. Hundreds of people commit fraud and stores have to absorb the loss. They don't have to make 'just one exception for you' because others might ask for that same exception. Also, some people commit fraud by switching things out and then telling the store they have to make it 'right'. How does the store discourage the fraud; by enforcing their exchange or refund policy to discourage such cheating. Lastly, the stores are fully aware that people switch sizes because they may want one size for two different people or that some people are cheap and only want one of the two in the pack, asking to break up the package for a 50% discount. These are some of the reasons why they uphold their loss prevention policies. Hopefully you are no longer confused because I am done explaining; as I wrote this, my preteen daughter read this and understood the business concept 2 posts ago and I can't believe I am still explaining this to an adult.
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dia3766
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Dec 18, 2011
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refund policy
there is nothing wrong with the policy, no store would give a refund on a half pack of clothing It is unreasonable to think they would
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KathrynL
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Dec 19, 2011
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refund policy
Since I started this and vented my frustrations with this company, I should report that they did in fact give me a refund. I made a complaint on their website at about the time that I wrote on here and they called me to offer me a full refund for the package and let me keep the other pair.
I spend about an average of $300. per month at Costco and have done so for about 8 years. In that time I have spent about $30, 000. Costco seems to keep pretty good records of what people buy, return etc. In that time they might know that I have only once ever returned anything. For that reason they might realize that I probably wasn't trying to scam them and that someone other than me had made the switch in the products.
I understand the thinking in the previous posts that I might be the thief and therefore how could they ever stop me once they let me get away with that once. I wonder what you might think should be done if a customer bought a four pack of something and found only three in it when they opened the box. (Don't bother answering, I don't really care.)
Anyway, I'm glad that Costco decided I could be trusted with a little good will.
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