Climbing in October
Falling in OctoberA year of no. Then one email to the right desk
A Costco member ordered a $999.99 three-seater sofa in August last year, with delivery to the room of his choice included. When it arrived, the delivery crew decided it was too big and heavy to carry upstairs. The driver told him to sign for it and call Costco.
Costco’s answer the next day: no pickup. If he wanted a refund, he could bring the sofa to the warehouse himself. In his words, “they refused to come pick it up, stating i have to take the bulky sofa physically to the warehouse.” And there it sat, for a year.
In September Ajust skipped the customer service queue and wrote to Costco’s Member Care team: the delivery he had paid for had failed, the driver had sent him to Costco, and if the sofa was not collected and refunded within five business days the next stop was Consumer Affairs Victoria.
Two days later Costco approved a free collection and a full refund, with an apology for “the frustration and inconvenience caused”. The sofa went on 21 October. A week later he wrote: “costco refund 999.99 came through”.
What you can do:
- If the delivery you paid for fails, let the business know in writing.
- Find the escalation address. A member-care or complaints team reads differently from the front-line queue.
- Set a deadline and name the next step: your state’s consumer affairs or fair trading office.
