Costco’s return policy, renowned for its leniency, was put to the test recently when a customer returned a pair of couches after three years of use. The incident, shared in a viral TikTok video, highlights the store’s famously generous return guidelines, which allow customers to return almost any product, regardless of how long it has been in their possession.
In the video, which has garnered over 7,000 views, TikTok user Jasmen Reyes (@jasmenreyes_) details her experience returning the couches. Reyes explains that she discovered Costco’s return policy through social media and decided to test it when her couches began to show signs of wear.
“I saw on TikTok that Costco’s return policy is incredibly generous, so when my couches started ripping, I thought, why not get new ones and return the old ones?” Reyes said in the video. “I loved the couches, but they were falling apart. I thought it was time for an upgrade.”
Reyes first contacted Costco to confirm whether returning used furniture was possible. The store assured her that returns were acceptable, but she encountered difficulties when she arrived at the store. The manager on duty initially refused to process the return, citing a policy against returning furniture. Reyes had to insist that she had been informed otherwise by a previous store representative.
@jasmenreyes_ Costco for the win 🏆 but their employees need better training. 😒 #costco #costcofinds #homedecor #costcobuys
“The manager pointed out a mark on the couch where my son had drawn, but that wasn’t the reason for the return,” Reyes said. “The real issue was the stitching coming undone. After explaining this, we finally received the refund and bought new couches.”
In her follow-up comments, Reyes defended her actions, stating, “Why buy new ones if they accept returns? I’ve had couches last up to 10 years without any issues. If these ripped in three years, their quality is questionable. Don’t be mad I did a return.”
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The incident has sparked a lively discussion in the comments section of the video, where users share their opinions on Costco’s return policy. Some praised Costco’s customer service, while others expressed concerns about potential abuse of the policy.
“I know a lot of people think this is wrong, but companies do offer warranties like Nike,” one commenter noted. “We returned some defective shoes after a year and got our money back. Nike’s policy is 60 days, so this seems fair.”
Another commenter, identifying as a former Costco supervisor, warned that excessive returns could lead to permanent bans. “All returns are logged,” the commenter said. “If the system detects a pattern of abuse, the member can be banned for life without appeal.”
Other users shared their experiences, with some noting that they had successfully returned items without issue, while others expressed skepticism about the policy’s enforcement.
Costco’s return policy is part of its broader customer service strategy, designed to enhance shopper satisfaction and loyalty. While the policy has garnered positive attention for its flexibility, it has also raised questions about potential misuse and the balance between customer service and operational sustainability.
The viral video of Reyes returning her couches underscores the growing scrutiny of store return policies and the ways in which consumers are leveraging these policies to their advantage. As social media continues to amplify such stories, companies may face increased pressure to adapt their policies or address potential abuses.
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In the meantime, Costco shoppers and social media users alike are keeping a close eye on how the retailer handles returns and whether policies will evolve in response to growing scrutiny and customer behavior.
