Costco

One of Costco's employees gave us incorrect information which has cost our family over $700, and they are now stonewalling our requests to have it rectified. Here are the facts:

On January 24, 2021 we purchased a Whirlpool washing machine from Costo.com. It was delivered in good shape a few days later.

The problem began when the machine broke down in the middle of April less than 90 days later. Since this was a warranty problem, I contacted Whirlpool for service. The service call was scheduled a week later, and the technician said that a new controller (computer) was needed. The part was ordered. However, after some confusion and delay we were told that due to electronic supply issues we were notified the part was back-ordered with no specific delivery date.

At that point I went back to Costco to see if they would take the machine back since it had broken down within the 90 day period for returns. Our Whirlpool service request is dated April 16, 2021. We hoped that based on that info we would qualify for being within the 90 day return window.

An initial online return request was cancelled. (Note: we were not notified of this cancellation, it was discovered when we checked back online a few days later). After calling their customer service a week later, 05-10-2021, and talking to a very helpful agent I was told after she had gotten approval from her supervisor in the 'service resolution department' that we would be able to return the washer for a full refund. I asked for a replacement washer, but it was out of stock. But, we were told that it would be scheduled for a pickup anyway since they had delivered it. After it was received we would then receive a full refund. We have all the order numbers and reference numbers to confirm these cancellations and conversations. Based on that information we purchased another new washer locally and have it now installed and working.

Today, May 17, 2021, I checked up on the status of the Costco return and found out that it had never been scheduled, but actually automatically cancelled since it was over the 90 days. A fruitless and frustrating online chat with a service agent and her supervisor ended up with them being able to do nothing. The agent from May 10th had failed to record what she had told us. The agent today mentioned that there might be a recording of the conversation, but the supervisor didn't follow up on that.

We were told to contact the Costco Concierge Dept for resolution. We did this and were told by them that they could not do returns and we needed to go back to the Customer Service Dept.

So, we are out $735.32 for a broken washer that we might be able to get something for whenever Whirlpool can get it fixed.