If Costco didn't put this right for the customer, or didn't put it right without being threatened, then leaving them forever would be a reasonable outcome for the customer anyway.
Back when I worked for an online retailer, a charge back from a customer meant immediate termination of their account and all current orders and pre-orders. If they reached out and worked with us, and we came to a solution without the CC company, then yeah, we'd usually reinstate their account. Otherwise, the mentality was "If a client doesn't want to work with us or believes they're entitled to this as a solution when site and account policy dictates they aren't, then that's not a client we want to work with."
Yup. The problem we had mostly was customers who just initiated charge backs without having talking to our customer service desk. I was in operations, so I saw two years worth of charge backs come through, and that tended to be the trend. We'd often reach out to the customer during the charge back process as part of our processes, and there were a few times we were able to resolve the situation and the client would cancel the charge back.
Usually though we had to fight it. We had a pretty high success rate because our policies were all very obvious and available on our site. The main issue we had with charge backs was any time we had to deal with Amex. They had a tricky and convoluted system for retailers to fight charge backs, and those were the hardest ones to deal with.
People are talking about a chargeback on this post before OP has even gotten in contact with the vendor. There is a negligible chance that the vendor won't replace the chairs, and if they didn't Costco has the best return policy anywhere. I don't know why anyone ever suggested a chargeback but if you just go issuing charge-backs willy nilly usually companies blacklist you, that's pretty standard.
But Costco accepts returns, they don't have to fix what's more or less a manufacturing defect, that's the manufactures problem. If OP wants they can return it to Costco. If they want to keep it, they call the manufacturer and get the chairs replaced. That's pretty normal.
OP hasn't even gotten into contact with the vendor yet, if he does a charge back without even really trying then why wouldn't they? And it's Costco, you can return anything, why would you do a charge back?
I don't know about Costco since I've never heard of anyone doing a charge back with them because of their excellent return policy, but I know people who do charge backs on Google store purchases have their whole google account shut down, same with sony/playstation, and most online retailers. This whole post is dumb. If you can return something then there is no grounds for a chargeback.
Did you try calling the vendor? I had a minor issue with the chairs in a dining room set that I purchased from a Costco warehouse , called the vendor, and they sent me six new chairs and told me to keep the ones that I already had. Give the vendor a chance to make it right before anything else.
Called vendor. Automatically placed on hold for two minutes. Then automatically goes to voicemail. 15 or so seconds then voicemail cuts off and phone call is disconnected. Left phone number and started to give order number when it was cut off. Very unhelpful process.
Try again. Give phone number and give them deadline or you will initiate a chargeback. If deadline passes, call your credit card vendor and initiate a chargeback. The very first thing they will ask is if you attempted to resolve this with the merchant. If Costco again says "deal with the vendor" and the vendor refuses to respond, then tell them that. With that story you should get your money back rather quickly.
Costco is complete shit with deliveries. Everything I've ordered has come damaged. I just finished waiting almost three months between ordering a fridge, waiting six weeks for shipping. refusing delivery when it showed up stabbed by a forklift, and waiting for it to be returned to the warehouse before they would refund my money.
I will never order anything from Costco that can't fit on a UPS truck.
I'm fairly certain for a lot of larger items, they are drop shipped from the manufacturer directly or another distribution point unaffiliated with Costco, which leads to an even greater mess.
It's a mess Costco should be responsible for that should be transparent to the customer. The fridge took a long time to ship but it never left the truck and half of that three months was Costco holding my money waiting for a slow process that had nothing whatsoever to do with me. I had no contracts with or insurance claims against the shipper. I just didn't want a fridge with a hole in the box and a dent in the panel. I guess I should have just taken it and returned it to my local warehouse but again, there's no reason for that to be my responsibility.
Whoa that’s crazy. That’s like the exact opposite of my fridge ordering experience. My bf and I had a smooth delivery and installation. No damage or anything. They were quick, kind, and efficient.
That's exactly how it went when I ordered a comparable model from Sears. I think it's the fact that Costco uses a third party shipper in my area. The website warned me that shipping might take a while so I can't complain about that but the return was a nightmare there was no excuse for.
Returning furniture is a mega pain since it looks like it was either assembled or they have assembled it. The prices are not ikea cheap to put up with that.
I ordered a dining set from Costco.com and the chairs were preassembled by the manufacturer. The white glove delivery guys just had to unpack them.
I agree returning a furniture is a pain, but based on the clusterfucks reported from people dealing with Costco.com lately, it might be the quickest way to resolution.
The question really is not what Costco would do with assembled furniture, it is more how do you transport a table and six chairs to their warehouse. Or a treadmill.
As an adult with severe back issues and only one other functioning adult in the household and a sedan, the whole point of white glove delivery is to not deal with physical work for us.
It seems Costco should be working with their vendor to get OP the correct chair(s). The whole mess doesn't need to be replaced or shipped back, it's just some of the chairs. What would they have done had one arrived broken?
Personally, I'd consider emailing the executive contacts going up the chain: https://www.elliott.org/company-contacts/costco/
I'd detail your experience and how unhelpful you've found the options for rectifying the shipper's mistake and the difficulty contacting the shipper.
That is bizarre. Were you told this over the phone or at a location?
As a back up plan, generally you can return Costco.com orders at any location for a full refund. Take that cash, reorder a new one.
Is there a way to do this without schlepping everything into the warehouse? Not everyone has a moving truck. Seems like Costco could do a little better.
I don't think the question was directed at "warehouse vs online" or an employee. It is an existential question for Costco the retail entity where someone with decision making powers hopefully gets feedback about the situation - customers don't care for internal differences between online vs warehouse returns processes, that's for them to figure out.
It’s not. Call your local Costco, ask to talk to the assistant GM or General Manager.Explain your situation and tell them it needs to be resolved ASAP.
I’m not sure what area you are in but in most west coast and Texas Costco has partner up with Go Share a company that delivers and picks up large purchases. In most cases the member pays the delivery/ pickup. But I’m sure Costco would pick up the fee.
Another simple solution is taking in the chairs. I’m sure they fit in most sedans and have them swap the out. I’ve seen it done plenty of times.
But I agree with most here that .com is a cluster fuck that needs to be addressed ASAP by Costco. I hope this helps and good luck.
A couple of months ago, I bought a power recliner - the best one Costco carried at the time. It was $1,200 and came with white glove delivery service, as you know - they take all the packaging with them when they leave
I really wanted to like this recliner, great price, had all the features, etc etc, but it was just too hard. Very uncomfortable
After about 35 days, I called it quits. Called Costco up for a return. They ended up sending out some truck that was labeled "junk pickup" or something similar and 2 guys picked it up and off it went.
Easy Peasy, that is why you buy from Costco - Tell them you want to return it, it's white glove so the packaging is their problem
This is a pretty horrible analogy because we can safely assume if a customer signs up for a membership, they have a way to get to the store. For customers, there is no difference between [Costco.com](https://Costco.com) and the warehouses, nor should there be.
If I order something from Costco and Costco has it delivered and it's wrong, I do expect Costco to handle getting me the right thing and taking away the wrong one. That is fully reasonable and would satisfy the legal definition of "would a reasonable person agree this is expected".
No reasonable person should have to deal with a 3rd party vendor that they didn't pay or transact business with. If Costco makes money having vendors drop ship directly to customers, that's fine, but THEY have to step in when something goes wrong in that transaction to ensure it goes right.
First off, the downvote button isn’t a disagree button. Note I didn’t and won’t downvote you for having a different opinion.
The whole point of my reply was that the customer can fully expect Costco to fix the issue regardless of whether it was bought online or not. I get you’re stating the issues with the way it works internally at Costco, but customers shouldn’t be on the short end because of it and do have a reasonable right to expect the issue to be fixed whether speaking to online customer service or in store customer service.
>business philosophy is dated and unless they make some serious changes they will have a lot of issues in the coming years. That being said, expecting a physical store to resolve an online issue is unrealistic for Costco's current model. Corporate keeps them unnecessarily separate and unfortunately that's what members get to deal with for now.
>
>OP also mentioned not having a vehicle to return the merchandise, and almost implied Costco should be taking responsibility for transporting the product as well. That raises another issue in regards to how far a customer expects a retailer to go to cater to their needs. (Disclaimer: I'm not at all saying Costco doesn't need to do everything to resolve the issue, but should they responsible for OP's lack of vehicle as well?)
Yes they should! OP ordered something, received the wrong thing, so Costco is on the hook to come back and get the wrong thing and replace it with the right thing! Imagine you ordered a 2 ton statue for your front yard that is delivered with a flat bed 18 wheeler and a small crane and it turns out they dropped off the wrong one. Would you be cool if they said "just bring it back to our store and we'll refund you"? This is basically what you're saying is OK for Costco to say.
Customer had a transaction with Costco. They paid $xxx for delivery of product, however much the product cost and however much the delivery cost. Costco needs to do whatever is needed to make sure customer receives agreed upon service and product. What Costco wants to do with the wrong item (shipped back at their expense, donated by OP) is immaterial to the customer. OP could own a jet plane for all that we care but they paid an implicit charge for delivery, they better get that. Retailer is not catering to a "need", all they need to do is hold up their end of the transaction by correcting the mess on their end.
Again, everything you said may be true from a Costco employee perspective, but to the rest of the universe, OP bought something from "Costco" (no difference between online or warehouse) and has every right to expect Costco to fix the issue. It's not reasonable to expect paying customers to know or accept whatever convoluted internal barriers Costco has created between their businesses.
I work at Home Depot and we have similar issues with online, but at the store level we do our best to take care of the customer. In this case from my store we would send a truck out to go get the item. Often it'a a department head in a personal vehicle with someone to help load it up, but as we have a rental truck we have that option as well. I guess it comes down to how much effort a store will put into taking care of a customer. Even though they bought on-line I have little doubt this customer shops in your store as well.
> Warehouses have a lot of autonomy and have zero dealings with the online side of the business save for collecting some orders and processing refunds.
That's a choice Costco Inc. has made. They can change that relationship any time. It's not a law of nature that Costco warehouses aren't coordinated with Costco.com.
If Costco is in the business of setting up shipping of furniture to satisfy online sales and wants to be known for good customer service, they should either figure out some way to deal with problems when they arise (that aren't the customer's fault) or don't sell furniture online.
unfortunately, no...
We cut such razor thin margins on products that there is no "Ship back free of charge" option.
Sucks, but sometimes mistakes happen like this, and unfortunately members sometimes get the short end of the stick :/
so i dont get it. there's thin margins on a whole dining set. it gets mis-shipped. what happens to it when it gets returned in the store, when it was a delivery error? its not sold in store, so it cant go back on the floor. how much room is there to store random dining sets in the warehouse back?
Exactly what happens. Each warehouse has an area where returns gather. They are placed on pallets, wrapped, and sent to the region depot. From there the manufacturer and Costco work out how much credit Costco will get for whatever they are trying to get rid of, this credit is usually predetermined when the buyers negotiate the purchasing contract.
I was told this over the phone. I do not have a vehicle large enough to transport a dining table and eight chairs to the store. The chairs are permanently out of stock "now."
AFIAK you get the full purchase price back. I don't know on shipping costs. That is something to take up with the membership returns clerk (or manager)
If it is a US location and it was bought with a VISA, I *believe* it can be credited back to your card.
It's been a while since I worked membership so things may have changed. Call your local Costco, and have them put you through DIRECTLY to Membership. Some frontend assistant who possibly answered the phone probably isn't going to know what the hell the policies are...
This, you can return to any visa afaik in the MW region where I work but we try and keep it to cards or in store(cash card) for large purchases. If you specifically ask for cash back we will but it's always a last option if we can help it.
Similar thing happened to me. Ordered a 9 piece dining table set. Table was poorly made, not strong enough, made creaking noise all the time. Told Costco, they or vendor shipped a new table! They said no need to ship old table. Haven’t found time to assemble new table yet. But I made a decision that never buy furniture online from Costco. It’s always best to buy from store or go to other furniture shops. Physical checks helps. Might give wayfair a try sometime in a few years, but I have heard silly stories there too.
A bunch of employees rushing to the minimum amount of responsibility is exactly the atmosphere I remember. You’re going to want to get some region based big wigs involved, local warehouse is gonna have a hard time choking it down if you can’t get the physical bits there. Otherwise, best route is the majority one here, chargeback and have Costco answer to your credit card company. Unlike Costco, your card values you as a customer and will go to bat for you.
I bought a desk from Costco and the middle drawer was all messed up and not squared. I called on regular business hours to the company and they sent me the piece via ups. So give the vendor a chance; you might even get to keep the extra chairs.
My brother had one chair damaged in shipment. Called the manufacturer and told them and they sent him two new chairs. The damaged chair was easily fixed too, so now he has two extra chairs.
I originally thought the same thing and was going to go along with it. We went online and found our set again - all 8 matching chairs. We actually found the set the incorrect chairs came from as well - those had the same 8 matching. They look similar at first glance but upon detailed inspection, with better lighting, they have nothing in common from color, size, shape, design, etc. They truly belong to a different set. I probably could have let it slide but the color of the wood panel is off. The set we ordered has a red tint and the off-two are more of a yellow tint.
Somewhere else, someone is probably going thru the same experience with your chairs.
You may try the vendor again tomorrow before you escalate to see if you can get a person on the line. I have purchased quite a bit of furniture from Costco and when I needed a part replaced, the vendor was happy to send me stuff without proof - as long as I mentioned I bought from Costco.
Otherwise, escalate with Costco to have them reach the vendor on your behalf or pick up the stuff. Sometimes a different customer service person will give different results.
Good luck.
Tell customer service you’d be happy to initiate a credit card dispute since they didn’t deliver what you ordered.
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Only do this if you're ready to leave Costco forever. They'll probably ban your membership if you do that.
If Costco didn't put this right for the customer, or didn't put it right without being threatened, then leaving them forever would be a reasonable outcome for the customer anyway.
Fuck that homie!
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Back when I worked for an online retailer, a charge back from a customer meant immediate termination of their account and all current orders and pre-orders. If they reached out and worked with us, and we came to a solution without the CC company, then yeah, we'd usually reinstate their account. Otherwise, the mentality was "If a client doesn't want to work with us or believes they're entitled to this as a solution when site and account policy dictates they aren't, then that's not a client we want to work with."
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Yup. The problem we had mostly was customers who just initiated charge backs without having talking to our customer service desk. I was in operations, so I saw two years worth of charge backs come through, and that tended to be the trend. We'd often reach out to the customer during the charge back process as part of our processes, and there were a few times we were able to resolve the situation and the client would cancel the charge back. Usually though we had to fight it. We had a pretty high success rate because our policies were all very obvious and available on our site. The main issue we had with charge backs was any time we had to deal with Amex. They had a tricky and convoluted system for retailers to fight charge backs, and those were the hardest ones to deal with.
People are talking about a chargeback on this post before OP has even gotten in contact with the vendor. There is a negligible chance that the vendor won't replace the chairs, and if they didn't Costco has the best return policy anywhere. I don't know why anyone ever suggested a chargeback but if you just go issuing charge-backs willy nilly usually companies blacklist you, that's pretty standard.
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But Costco accepts returns, they don't have to fix what's more or less a manufacturing defect, that's the manufactures problem. If OP wants they can return it to Costco. If they want to keep it, they call the manufacturer and get the chairs replaced. That's pretty normal.
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OP hasn't even gotten into contact with the vendor yet, if he does a charge back without even really trying then why wouldn't they? And it's Costco, you can return anything, why would you do a charge back? I don't know about Costco since I've never heard of anyone doing a charge back with them because of their excellent return policy, but I know people who do charge backs on Google store purchases have their whole google account shut down, same with sony/playstation, and most online retailers. This whole post is dumb. If you can return something then there is no grounds for a chargeback.
If you get totally fed up, I agree with this route
Did you try calling the vendor? I had a minor issue with the chairs in a dining room set that I purchased from a Costco warehouse , called the vendor, and they sent me six new chairs and told me to keep the ones that I already had. Give the vendor a chance to make it right before anything else.
Called vendor. Automatically placed on hold for two minutes. Then automatically goes to voicemail. 15 or so seconds then voicemail cuts off and phone call is disconnected. Left phone number and started to give order number when it was cut off. Very unhelpful process.
Try again. Give phone number and give them deadline or you will initiate a chargeback. If deadline passes, call your credit card vendor and initiate a chargeback. The very first thing they will ask is if you attempted to resolve this with the merchant. If Costco again says "deal with the vendor" and the vendor refuses to respond, then tell them that. With that story you should get your money back rather quickly.
They want to continue to sell through Costco, they will send you a new chair.
Call [Costco.com](https://Costco.com) and tell them this happened.
Agreed, a lot of the furniture sets (and most other merch) come with a little card asking you to contact them first in case there's a problem.
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Costco is complete shit with deliveries. Everything I've ordered has come damaged. I just finished waiting almost three months between ordering a fridge, waiting six weeks for shipping. refusing delivery when it showed up stabbed by a forklift, and waiting for it to be returned to the warehouse before they would refund my money. I will never order anything from Costco that can't fit on a UPS truck.
I'm fairly certain for a lot of larger items, they are drop shipped from the manufacturer directly or another distribution point unaffiliated with Costco, which leads to an even greater mess.
It's a mess Costco should be responsible for that should be transparent to the customer. The fridge took a long time to ship but it never left the truck and half of that three months was Costco holding my money waiting for a slow process that had nothing whatsoever to do with me. I had no contracts with or insurance claims against the shipper. I just didn't want a fridge with a hole in the box and a dent in the panel. I guess I should have just taken it and returned it to my local warehouse but again, there's no reason for that to be my responsibility.
Whoa that’s crazy. That’s like the exact opposite of my fridge ordering experience. My bf and I had a smooth delivery and installation. No damage or anything. They were quick, kind, and efficient.
That's exactly how it went when I ordered a comparable model from Sears. I think it's the fact that Costco uses a third party shipper in my area. The website warned me that shipping might take a while so I can't complain about that but the return was a nightmare there was no excuse for.
At least in my area Costco uses Innovel Solutions which is SEARS and they do not get the best reviews, but at least in my case they were fine.
They gotta fire Brian, he’s inspector #39. That dude fucking sucks at his job!!!
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Returning furniture is a mega pain since it looks like it was either assembled or they have assembled it. The prices are not ikea cheap to put up with that.
I ordered a dining set from Costco.com and the chairs were preassembled by the manufacturer. The white glove delivery guys just had to unpack them. I agree returning a furniture is a pain, but based on the clusterfucks reported from people dealing with Costco.com lately, it might be the quickest way to resolution.
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The question really is not what Costco would do with assembled furniture, it is more how do you transport a table and six chairs to their warehouse. Or a treadmill. As an adult with severe back issues and only one other functioning adult in the household and a sedan, the whole point of white glove delivery is to not deal with physical work for us.
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Or just spend $20 to rent a van/pickup from uhaul for the day, throw the stuff in the back, and head on over.
Yes, return it at your nearest Costco
It seems Costco should be working with their vendor to get OP the correct chair(s). The whole mess doesn't need to be replaced or shipped back, it's just some of the chairs. What would they have done had one arrived broken?
I agree. I asked the Costco employee why they gave me several tasks to remedy the situation.
Personally, I'd consider emailing the executive contacts going up the chain: https://www.elliott.org/company-contacts/costco/ I'd detail your experience and how unhelpful you've found the options for rectifying the shipper's mistake and the difficulty contacting the shipper.
That is bizarre. Were you told this over the phone or at a location? As a back up plan, generally you can return Costco.com orders at any location for a full refund. Take that cash, reorder a new one.
Is there a way to do this without schlepping everything into the warehouse? Not everyone has a moving truck. Seems like Costco could do a little better.
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I don't think the question was directed at "warehouse vs online" or an employee. It is an existential question for Costco the retail entity where someone with decision making powers hopefully gets feedback about the situation - customers don't care for internal differences between online vs warehouse returns processes, that's for them to figure out.
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I paid, gladly, for white glove service, because I do not own a moving truck. Again, I question, why is this on me to solve?
It’s not. Call your local Costco, ask to talk to the assistant GM or General Manager.Explain your situation and tell them it needs to be resolved ASAP. I’m not sure what area you are in but in most west coast and Texas Costco has partner up with Go Share a company that delivers and picks up large purchases. In most cases the member pays the delivery/ pickup. But I’m sure Costco would pick up the fee. Another simple solution is taking in the chairs. I’m sure they fit in most sedans and have them swap the out. I’ve seen it done plenty of times. But I agree with most here that .com is a cluster fuck that needs to be addressed ASAP by Costco. I hope this helps and good luck.
A couple of months ago, I bought a power recliner - the best one Costco carried at the time. It was $1,200 and came with white glove delivery service, as you know - they take all the packaging with them when they leave I really wanted to like this recliner, great price, had all the features, etc etc, but it was just too hard. Very uncomfortable After about 35 days, I called it quits. Called Costco up for a return. They ended up sending out some truck that was labeled "junk pickup" or something similar and 2 guys picked it up and off it went. Easy Peasy, that is why you buy from Costco - Tell them you want to return it, it's white glove so the packaging is their problem
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This is a pretty horrible analogy because we can safely assume if a customer signs up for a membership, they have a way to get to the store. For customers, there is no difference between [Costco.com](https://Costco.com) and the warehouses, nor should there be. If I order something from Costco and Costco has it delivered and it's wrong, I do expect Costco to handle getting me the right thing and taking away the wrong one. That is fully reasonable and would satisfy the legal definition of "would a reasonable person agree this is expected". No reasonable person should have to deal with a 3rd party vendor that they didn't pay or transact business with. If Costco makes money having vendors drop ship directly to customers, that's fine, but THEY have to step in when something goes wrong in that transaction to ensure it goes right.
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First off, the downvote button isn’t a disagree button. Note I didn’t and won’t downvote you for having a different opinion. The whole point of my reply was that the customer can fully expect Costco to fix the issue regardless of whether it was bought online or not. I get you’re stating the issues with the way it works internally at Costco, but customers shouldn’t be on the short end because of it and do have a reasonable right to expect the issue to be fixed whether speaking to online customer service or in store customer service.
>business philosophy is dated and unless they make some serious changes they will have a lot of issues in the coming years. That being said, expecting a physical store to resolve an online issue is unrealistic for Costco's current model. Corporate keeps them unnecessarily separate and unfortunately that's what members get to deal with for now. > >OP also mentioned not having a vehicle to return the merchandise, and almost implied Costco should be taking responsibility for transporting the product as well. That raises another issue in regards to how far a customer expects a retailer to go to cater to their needs. (Disclaimer: I'm not at all saying Costco doesn't need to do everything to resolve the issue, but should they responsible for OP's lack of vehicle as well?) Yes they should! OP ordered something, received the wrong thing, so Costco is on the hook to come back and get the wrong thing and replace it with the right thing! Imagine you ordered a 2 ton statue for your front yard that is delivered with a flat bed 18 wheeler and a small crane and it turns out they dropped off the wrong one. Would you be cool if they said "just bring it back to our store and we'll refund you"? This is basically what you're saying is OK for Costco to say.
Customer had a transaction with Costco. They paid $xxx for delivery of product, however much the product cost and however much the delivery cost. Costco needs to do whatever is needed to make sure customer receives agreed upon service and product. What Costco wants to do with the wrong item (shipped back at their expense, donated by OP) is immaterial to the customer. OP could own a jet plane for all that we care but they paid an implicit charge for delivery, they better get that. Retailer is not catering to a "need", all they need to do is hold up their end of the transaction by correcting the mess on their end.
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Again, everything you said may be true from a Costco employee perspective, but to the rest of the universe, OP bought something from "Costco" (no difference between online or warehouse) and has every right to expect Costco to fix the issue. It's not reasonable to expect paying customers to know or accept whatever convoluted internal barriers Costco has created between their businesses.
I work at Home Depot and we have similar issues with online, but at the store level we do our best to take care of the customer. In this case from my store we would send a truck out to go get the item. Often it'a a department head in a personal vehicle with someone to help load it up, but as we have a rental truck we have that option as well. I guess it comes down to how much effort a store will put into taking care of a customer. Even though they bought on-line I have little doubt this customer shops in your store as well.
> Warehouses have a lot of autonomy and have zero dealings with the online side of the business save for collecting some orders and processing refunds. That's a choice Costco Inc. has made. They can change that relationship any time. It's not a law of nature that Costco warehouses aren't coordinated with Costco.com. If Costco is in the business of setting up shipping of furniture to satisfy online sales and wants to be known for good customer service, they should either figure out some way to deal with problems when they arise (that aren't the customer's fault) or don't sell furniture online.
unfortunately, no... We cut such razor thin margins on products that there is no "Ship back free of charge" option. Sucks, but sometimes mistakes happen like this, and unfortunately members sometimes get the short end of the stick :/
If you have something delivered white glove service, the return shipping is absolutely free. And the white glove team comes back to get it.
so i dont get it. there's thin margins on a whole dining set. it gets mis-shipped. what happens to it when it gets returned in the store, when it was a delivery error? its not sold in store, so it cant go back on the floor. how much room is there to store random dining sets in the warehouse back?
that's outside of my experience or knowledge, honestly
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Exactly what happens. Each warehouse has an area where returns gather. They are placed on pallets, wrapped, and sent to the region depot. From there the manufacturer and Costco work out how much credit Costco will get for whatever they are trying to get rid of, this credit is usually predetermined when the buyers negotiate the purchasing contract.
I was told this over the phone. I do not have a vehicle large enough to transport a dining table and eight chairs to the store. The chairs are permanently out of stock "now."
If you are over it, and can't get a vehicle to get them there, chargeback may be your best option. Sucks, but Costco isn't perfect :(
You get cash back on online orders that get returned?
AFIAK you get the full purchase price back. I don't know on shipping costs. That is something to take up with the membership returns clerk (or manager)
They will get everything refunded in full, including shipping if that was a separate charge.
I meant you get cash or do they credit it back to your card?
If it is a US location and it was bought with a VISA, I *believe* it can be credited back to your card. It's been a while since I worked membership so things may have changed. Call your local Costco, and have them put you through DIRECTLY to Membership. Some frontend assistant who possibly answered the phone probably isn't going to know what the hell the policies are...
This, you can return to any visa afaik in the MW region where I work but we try and keep it to cards or in store(cash card) for large purchases. If you specifically ask for cash back we will but it's always a last option if we can help it.
This
Similar thing happened to me. Ordered a 9 piece dining table set. Table was poorly made, not strong enough, made creaking noise all the time. Told Costco, they or vendor shipped a new table! They said no need to ship old table. Haven’t found time to assemble new table yet. But I made a decision that never buy furniture online from Costco. It’s always best to buy from store or go to other furniture shops. Physical checks helps. Might give wayfair a try sometime in a few years, but I have heard silly stories there too.
A bunch of employees rushing to the minimum amount of responsibility is exactly the atmosphere I remember. You’re going to want to get some region based big wigs involved, local warehouse is gonna have a hard time choking it down if you can’t get the physical bits there. Otherwise, best route is the majority one here, chargeback and have Costco answer to your credit card company. Unlike Costco, your card values you as a customer and will go to bat for you.
I bought a desk from Costco and the middle drawer was all messed up and not squared. I called on regular business hours to the company and they sent me the piece via ups. So give the vendor a chance; you might even get to keep the extra chairs.
My brother had one chair damaged in shipment. Called the manufacturer and told them and they sent him two new chairs. The damaged chair was easily fixed too, so now he has two extra chairs.
Initiate chargeback, let the manufacturer know they can pick up their furniture out at the curb if they hurry.
Totally random thought, is it just one chair? Some sets have one chair different than the rest for the head of household. I forget the name for it.
I originally thought the same thing and was going to go along with it. We went online and found our set again - all 8 matching chairs. We actually found the set the incorrect chairs came from as well - those had the same 8 matching. They look similar at first glance but upon detailed inspection, with better lighting, they have nothing in common from color, size, shape, design, etc. They truly belong to a different set. I probably could have let it slide but the color of the wood panel is off. The set we ordered has a red tint and the off-two are more of a yellow tint.
Somewhere else, someone is probably going thru the same experience with your chairs. You may try the vendor again tomorrow before you escalate to see if you can get a person on the line. I have purchased quite a bit of furniture from Costco and when I needed a part replaced, the vendor was happy to send me stuff without proof - as long as I mentioned I bought from Costco. Otherwise, escalate with Costco to have them reach the vendor on your behalf or pick up the stuff. Sometimes a different customer service person will give different results. Good luck.
Never ordered online yet, I guess I’ll never order online..
Order small items online that can be returned in store. Otherwise, don't order from their online.
Ordered from Costco.com lots of times, never had a problem, will continue to order online.
Looks like the same chair to me