Via iStockphoto / @kinghillbilly69 TikTok
An Arizona man put Costco's notoriously good return policy to the test by trying to return a TV. He was less than thrilled with the results.
One of Costco’s biggest perks is its generous returns policy. However, when one Arizona man was left disappointed after trying to return a TV, who was in the right?
Costco’s returns policy states that if you aren’t 100% satisfied with your product, you can return it at any point. With this in mind, one TikToker decided to take advantage of this “awesome” policy.
He notes how the TV “just stopped working” and then loaded the item, a large flat screen, into a flatbed cart. He then pushes the cart toward the “Refunds Entry Only” sign, standing in line. A female staff member approaches him and tells him that the policy doesn’t apply to “major appliances” purchased more than 90 days ago.
The TikToker then waits in line. While he does this, the camera pans to Costco’s policy on the wall. Although it does reiterate its satisfaction guarantee, the sign notes that are exceptions.
Costco Worker Blocks Return
To the cashier, the customer recounts the conversation he had outside with the female employee. The cashier confirmed she is correct and that the policy has a “limit” on electrical goods.
When asked about the details of what happened, the TikToker explains that he is in the middle of a movie when lines appeared on the screen and then it turned white. He notes that he still has Roku TVs working 10 years later.
Although the cashier reiterates this policy, he said he’d try to help. The employee then confirms that the TV was bought in 2024. Because of this, he says he could not accept the return. Still, he says that if the TikToker had bought the manufacturer’s warranty, he would have been able to return it to them.
With a printed-out sheet, the employee says that Warranty Technical Services may be able to help “troubleshoot” or fix the TV. However, he notes that this, along with any potential store credit, was at the discretion of Costco’s corporate team. For future reference, the employee adds, he should buy the warranty. He then notices the son filming the encounter and asks him not to.
Later, the video cut to the TikToker getting a new TV loaded in the car. It is unclear whether this was purchased or related to the returns dispute.
In the video description, he added, “Went to Costco for their awesome return policy but then they were mean to me and my son.”
The video amassed 1.9 million views.
BroBible reached out to the TikToker by Facebook direct message and to Costco by contact form.
Costco Cashier Vs. Customer: Who Is In The Wrong?
Some commenters defended the cashier.
“This has to be satire,” one wrote. “That man’s customer service was top notch.”
“Who … was mean to you and your son?” a second asked. “Just because he told you to please stop recording?”
A third said, “That was the most professional service the guy could have given you. He was honest, polite, courteous, and explained everything very well. Not sure what your issue is.”
Meanwhile, others shared their own Costco experiences.
“Costco is still number 1,” a fourth proclaimed. “Had a playground that was breaking after one year and we tried really hard to get the manufacturer to do the right thing and fix it. When they wouldn’t Costco refunded the entire cost.”
And a fifth shared, “My dad returned a hot tub to Costco after owning it for like 5-7 years because the original warranty company that was sold with the hot tub changed companies and wouldn’t honor the warranty. My dad went to Costco told them what happened and said go ahead and bring it back.”
Can You Return A TV At Costco?
On the Costco website, it confirms that Costco’s return policy is restricted. It indicates that high-value products like TVs have a strict 90-day return window.
This is probably because many customers have abused this policy in the past.
For example, one 2023 post on the Costco subreddit shows that one store accepted a TV that was originally bought in 2002. Providing an image on the box-shaped TV with the post, the Redditor said, “I thought it was a prank when I saw it. As a person that doesn’t really take advantage of Costco’s impressive return policy, would a person receive a full refund?”
In response to this return, Reddit users made their feelings clear.
“I fully support canceling the Costco membership of the person who did this,” one wrote. “This is the kind of stuff that hurts all GOOD Costco members.”
“You have to be an absolutely psychotic human being to do this,” a second said.
Replying to this particular thread, a third Reddit user warned, “They are out there. And they also drive and vote.”
In a later response, a fourth added, “When Costco stops all returns because of people abusing the generous return policy, everyone point to that guy.”