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  1. #1

    Default Return Refused Due to Cosmetic Damage Cause by Consumer

    My question involves a consumer law issue in the State of: CA

    I purchased a BIG LCD TV from Costco and I accidently scratched the bottom of it and broke off a small plastic piece of the frame. The TV still works perfectly...no scratches on the screen, no cracks, or any damage to the actual screen.

    Due to financial reasons, I could not keep the TV and I needed to return it to the store, but the store manager refused to accept the return. Costco's policy clearly states at the store, online, everywhere that, "We guarantee your satisfaction on every product we sell with a full refund. The following must be returned within 90 days of purchase for a refund: televisions, projectors, computers, cameras, camcorders, touchscreen tablets, MP3 players and cellular phones."

    THAT IS IT!!! That is Costco's entire return policy! No joke!

    By the way, I have only owned the TV for 45 days, so I am well within the 90 day return policy. Okay, I damaged a small portion of the TV...my fault, but based upon Costco's return policy, do they have to accept it. Notice the words, "We guarantee your satisfaction on every product we sell with a full refund." I am not satisifed, based upon the lack of durability of their product. I know its a BS answer, but does it fly? Do I have a case? Keep in mind, its not my return policy, but Costco's policy AND I AM NOT SATISFIED!

  2. #2
    Join Date
    Jul 2010
    Posts
    8,006

    Default Re: Return Refused

    You damaged it so they are under no requirement to take it back. You can't abuse their return policy because you made a poor financial decision. The days of Costco's no-hassle, no questions returned ended several years ago due to this kind of abuse. Had they damaged it, you might have a good reason to argue it up the chain of command. They did not so you will simply have to take this as an expensive lesson learned.

  3. #3
    Join Date
    Apr 2009
    Location
    Somewhere near Canada
    Posts
    35,894

    Default Re: Return Refused

    Agreed 100%. And, Costco are extremely consistent with these things.

    Chop, you really can't criticize the durability of the product when YOU caused the damage.

    Settle in, and watch the game with us on Sunday

  4. #4
    Join Date
    Feb 2010
    Location
    CT & IL
    Posts
    5,273

    Default Re: Return Refused

    I would say go ahead an try .. you have nothing to lose. I have seen some badly treated items returned for full credit just as a "public relations" purpose.

    Nothing illegal or wrong about you trying to get a refund. Post back with results.

  5. #5

    Default Re: Return Refused

    Why do you allow these monkeys to tell you what the law is? They clearly are talking out of their a--.

    COSTCO'S RISK FREE 100% SATISFACTION GUARANTEE
    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. The following must be returned within 90 days of purchase for a refund: televisions, projectors, computers, cameras, camcorders, touchscreen tablets, MP3 players and cellular phones.


    If the mgr didn't allow a return, he is in violation of corporate policy. Period. Insist upon a return.

  6. #6
    Join Date
    Jul 2010
    Posts
    8,006

    Default Re: Return Refused

    First, it's impolite to necropost. I'd imagine this issue has already been resolved one way or another by now.
    Second, it's impolite to insult the volunteers.
    Third, since when did a store policy become law? There is NO law that forces a company to accept a return of merchandise damaged by consumer negligence.

  7. #7
    Join Date
    Sep 2005
    Location
    Behind a Desk
    Posts
    98,846

    Default Re: Return Refused

    This person was trying to return the set for two reasons: (1) They could not afford it; (2) their child damaged it. You will note that neither of those reasons represents a lack of satisfaction with the television or its performance.

    If Costco accepts return of electronic goods damaged by a customer, with that damage resulting from something other than ordinary use, it does so as a matter of courtesy and customer relations, not because it has to.

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