Costco’s generous return policy has sparked debate after a consumer successfully returned a two-year-old couch for a full refund, raising concerns and criticism about the policy’s implications.
CBS reports that Jackie Nguyen shared a video on social media detailing her experience of returning a sofa to Costco two and a half years after purchase, simply because she no longer liked it, and receiving a full refund.
The video quickly went viral, attracting nearly 3 million views. Despite lacking the original receipt, Nguyen recalled the purchase date, enabling her to secure a full refund. “Buy furniture from Costco, you can return it when you don’t like it,” Nguyen said. The video also received comments of criticism that she “abused Costco’s refund policy”, while some defended Nguyen causing online debate.
Costco promotes its return policy as ‘satisfaction guaranteed,’ although with certain limitations. Notably, electronics and several other products are subject to specific return conditions.
Costco restricts electronics returns to within 90 days, while alcohol, gold and silver bullion, tickets (airline and live events), and custom-made items are non-refundable. Diamonds over 1 carat require all original documents (e.g., IGI, GIA certificates) for returns. A refund is processed only after a Costco jewelry appraiser confirms authenticity within 48 hours of the return. Refunds will be issued only after a Costco jewelry appraiser verifies authenticity within 48 hours of return.
To counteract frivolous returns, some retailers, including Ikea, have set return windows from 14 days to a year. Ikea mandates returns within 180 days, with items unopened and accompanied by a receipt for a full refund. At Macy’s, the refund period and rules vary depending on the product, and it must be unopened to receive a refund.
BY HAEUN CHUNG, HOONSIK WOO [firstname.lastname@example.org]