Ordered mattress in November ****. Within one week requested return. I was advised t...

GetHuman2775203's Returns issue with Costco.com from April 2019

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Top Tip from another customer
If you are looking for a full refund for an item purchased you will need to return the item within 30 days of the purchase.
The issue in GetHuman2775203's own words
Ordered mattress in November ****. Within one week requested return. I was advised that a freight company would call within ** hours to schedule pickup. Costco refunded the purchase price at that time. Never got call from freight company, but was visited * times within a week by UPS driver who said they were there to pickup a Costco return. When they were advised that they item was a mattress, they said they were not able to pick it up. Since we were getting ready to leave for * months, I called Costco and explained what happened. They assured me that a freight company would call shortly. Never got the call and left on our * month trip. About a month later got a call from 'Junk King' who said they were contracted to pick up the mattress. I explained that we would not return until April and we scheduled the pick up for the first week in April. Shortly thereafter I got an email from Costco that advised that the item wasn't returned and they asked for permission to 'recharge' for the item. I asked that they wait until April since the pickup had already been scheduled. I mentioned that we had attempted to return it earlier but the wrong company (UPS) was dispatched. Nevertheless, they said they wanted to recharge and committed to refund as soon as we provided proof of pickup. In April the company picked up the mattress and I emailed the proof of pickup to Costco returns and asked for the refund. No response after a week so I called. They asked me to email the proof of delivery (again) and I did so. I was promised the refund in *-* days. No refund after a week so I called again and explained the situation. They said they needed to: "Wait for the vendor and they will handle it 'internally'." I asked to speak with a supervisor since that comment made no sense whatsoever. I was put on hold for ** minutes and was then advised that a supervisor would call me back in *-* hours. I have made at least * calls about this return spending well over * hours on the phone and this STILL isn't resolved. Costco generally has a great return policy but this incident has been horrible.

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Costco.com

Returns issue
Reported by GetHuman2775203
Apr 19th, 2019 - 2 years ago
Fixed
Seen by 8 customers so far
Similar issue to 294 others
0 customers following this
Items needed
Order number
Billing address
Email address on the account (if applicable)

Timeline

GetHuman2775203 started working on this issue
Apr 19th, 2019 2:57pm
GetHuman2775203 indicated the issue is not fixed yet.
Apr 19th, 2019 7:41pm
GetHuman2775203 indicated the issue is not fixed yet.
Apr 20th, 2019 1:37pm
GetHuman2775203 indicated the issue is not fixed yet.
Apr 20th, 2019 10:19pm
GetHuman2775203 indicated the issue is not fixed yet.
Apr 21st, 2019 1:16pm

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