Costco Refusing to Replace / Refund Faulty Electrical Item with Active Membership ?

Bargaingeek on 22/07/2024 - 14:19
Last edited 22/07/2024 - 14:29 by 1 other user

Hi all, anyone have experience returning a faulty item from Costco?

I purchased an air purifier from them $300 worth about 6 months ago, the purifier fan is now not working anymore. So, I spoke to their online chat call centre, and they said they don't replace / refund warranty items and that I should go to the manufacturer and deal with them.

I told them I'm pretty sure that stance is illegal in consumer law as I bought it through them, they should organise warranty replacement!

I was somehow under the assumption that I can just get a faulty item replaced as long as under warranty and if I have an active membership? Does anyone have any experience getting Costco to replace, I'm really pissed off and disappointed to be honest as the whole point of membership was getting that extra mile service, but the person on customer service chat and phone call were really blunt that they won't do any replacement or refund.

Would going in-store for example help at all? I don't have the box anymore and got rid of it.

Electrical & Electronics

Related Stores

Costco Wholesale
Costco Wholesale

Comments

  • SBOB on 22/07/2024 - 14:34

    Could always request a change of mind return
    https://www.costco.com.au/member-care/refunds-and-return/wha…

    An air purifier is not in their exemption list (which restricts change of mind returns to 90 days)
    Certain Electronic goods (purchased on or after [August 31st 2020])
    For electronic goods, Costco Wholesale’s return policy for change of mind only applies for 90 days from the date the member receives the following goods: televisions, projectors, major household appliances (including refrigerators, freezers, rangehoods, cooktops, microwaves, dishwashers, washers and dryers), computers, touchscreen tablets, smart watches, cameras, aerial cameras (including drones) security cameras, camcorders, MP3 players, cellular phones and portable air conditioners.

  • thatonethere on 22/07/2024 - 14:41
    +9

    i'd just take it back to the front counter with the receipt - they won't repair it (just refund).

  • Archi on 22/07/2024 - 14:41

    are they also refusing a refund. or just refusing the repair or replacement,.

  • theHMASfriendship on 22/07/2024 - 16:06
    +2

    Just take it in store for a refund

  • Pile Driver on 22/07/2024 - 16:36

    they recently started doing this and not just with electrical items either.
    Any item that is not Kirkland Signature they are sending you to the manufacturer for warranty.

    Gone are the awesome days of unlimited time refunds, well in Australia anyway. I guess it got abused.

    • Bargaingeek on 24/07/2024 - 09:39

      That really sucks, one of the main points of Costco membership is peace of mind, they def won’t do this in the USA no chance they survive as there is too much competition

  • try2bhelpful on 22/07/2024 - 16:42
    +2

    They have to arrange fix or refund. I, suspect, Costco will just refund. Go in store and ask to talk to the manager. Take a copy of the ACCC documentation with you.

    https://www.accc.gov.au/consumers/problem-with-a-product-or-…

    • Browsers on 22/07/2024 - 16:58
      +1

      This is good advice, and they also wouldn't be able to decline to meet their ACL obligations on the basis of membership with Costco being no longer active.

    • Bargaingeek on 24/07/2024 - 09:40

      Thanks for this, I will try go in store and attempt this. Will keep you posted on outcome

  • Geewhizz on 23/07/2024 - 08:26
    +1

    Take it to the service desk with your receipt, along with a printout of the relevant part of ACL that state that they can't refuse to deal with it and palm you off onto the manufacturer .

    • Ryanek on 23/07/2024 - 11:03
      +4

      You don't even need a receipt. They have an account of everything you've bought since you were a member.

    • Bargaingeek on 24/07/2024 - 09:41

      Yep that’s what I told them over the phone and spoke to a supervisor told me “sorry but you need to contact manufacturer we can’t do anything for you” . Will try the in store method instead and see how I go

  • P1xellat3d on 24/07/2024 - 10:49

    I would have thought that warranty would need to be upheld regardless of whether or not you still had a membership.

    The membership just allows you to purchase from them, but it shouldn't preclude you from claiming consumer guarantees.

  • Bargaingeek on 24/07/2024 - 14:45
    +1

    Update: I ended up going in store, the clerk was unsure if they can replace it or refund it, they said they don’t do refunds for electronics anymore, asked for store manager, he agreed to do a “change of mind” instead and gave me a refund.

    So it seems it def still possible but you need to argue a little, be a Karen and ask for manager.

    Now I need to rebuy the item online

    It’s unfortunate though as most ppl think Costco membership means unlimited warranty

    • try2bhelpful on 24/07/2024 - 16:53

      For electrical stuff it isn’t unlimited warranty, however there should be a change of mind for 90 days.. As I said above I suspected they would give you money back rather than coordinating with the manufacturer to get it repaired. Not great but, at least, you got the refund.

  • Browsers on 24/07/2024 - 16:35
    +1

    While it is good that you got to a satisfactory outcome, Costco should do better so that you don't need to go full-on Karen. Misleading customers on their ACL rights is itself an ACL breach. Mazda and Fitbit both got fined $11m recently for misleading customers.

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