These shoppers then risk being banned from making additional returns. Appriss Retail has an algorithm in place to flag customers who are making frequent returns within a certain time period or without receipts. Bean, wrote in an email to customers.Īnd earlier this year, some shoppers at stores such as Best Buy and Home Depot were surprised to find out that their returns were being tracked by a third-party company called Appriss Retail, formerly known as The Retail Equation. Gorman, the company's executive chairman and great-grandson of founder L.L. Some view it as a lifetime product replacement program, expecting refunds for heavily worn products used over many years," Shawn O. "Increasingly, a small, but growing number of customers have been interpreting our guarantee well beyond its original intent. Bean announced it would be ending its legendary lifetime returns policy after some customers abused it. Now, items will only be covered for one year. Generous return policies are a valuable perk for customers - but they don't always work out. We are not talking about salad dressing in bulk or tomato soup in bulk, we are talking thousands of dollars," she said. We have spent thousands of dollars in Costco. "We went with Costco because we purchase a lot of home goods stuff. The main issue for Nicksolat now, she says, is that she has items that she purchased before her membership was canceled and that she can no longer return.
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Nicksolat said she believes that over the course of her 12-year membership, she has returned one item a year on average, ranging from an unused TV and printer to various smaller food items. In a call with two Costco locations in Virginia where Nicksolat had attempted to return two different printers, customer-service assistants told Business Insider that there are no limits on returns and that making frequent returns would not lead to memberships being revoked.īut Business Insider also called Costco locations in New York and Texas, where customer-service representatives said that the company does monitor the number of returns that customers make, and those who are making frequent returns of high-dollar items are likely to be flagged. There seems to be a lot of confusion around Costco's policy regarding returns and memberships. Long did not return multiple requests for comment. "It is apparent from a review of your membership account that you are not happy with the products you have purchased from Costco, and we are unable to satisfy you as a member," Long wrote in the letter. The letter, which was viewed by Business Insider, informed Nicksolat that she would be losing her membership but would be refunded for the year's annual cost, the printer, and the ink she had purchased. According to Nicksolat, Long said Costco would be ending her membership and that he would be following up with a letter. Nicksolat said she then called customer service and was connected with Jeff Long, Costco's senior vice president of Northeast operations. A manager holding a list in his hand then told her that the return could not be processed because she had made too many returns, Nicksolat said.Īccording to Nicksolat, when she protested, the manager said that it was his decision and that he wouldn't budge. But when she attempted to do so at a Costco store in Fairfax, Virginia, the cashier told her that she would not be able to, she said.
Costco does not have a time limit on its return policy for most items.Īs printers are outside of Costco's exclusions for electronics returns, Nicksolat said she assumed she was within her rights to make a return at that point.
Nicksolat said that the printer had issues shortly after she first bought it, but she didn't get around to returning it until eight years later. Maryam Nicksolat, who had been a member of Costco since 2006, told Business Insider that she lost her membership earlier this year after she tried to return a printer she had bought in 2010.
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