I purchased a leather recliner at Costco. When I unpacked the box at home, there were manufacturing flaws in the leather and I returned it and they refunded my money but did not have any more in stock.
After about 10 days, they got more in and I went back to the store. There was only one boxed recliner and the floor model. I asked a store employee if that boxed one could be the one we returned, as the taping of the flaps looked like it had been re-taped. He said no, that all returns get shipped back to a broker (or something like that) and that no returned goods are ever put back on the floor.
So I purchased the boxed chair. When I got it into the back of my truck, I decided to open the box to check for flaws. (I live 32 miles from the store). The protective plastic and material around the chair was torn and dirty with animal hair and other stuff and had obviously been opened before. I unwrapped the chair to find numerous flaws and scratches all over the leather.
I am a Pissed Consumer!
Fortunately, when I went back into the store, I was able to air my displeasure with a manager right in the middle of the checkout registers. And I was loud! Unfortunately, thats about all the satisfaction I got out of the deal. Of course both Managers and the courtesy clerk were dumbfounded as to how a returned item got back on the floor for sale.
After receiving my refund, the courtesy clerk offered me a coupon for a free pizza. I declined. I was afraid it might have been dropped on the floor or some kind of factory second or reject.
I know they won't miss my business, but all you can do is vote with your feet and shop elswhere. (Oh yeah, and spread the word of your experiences).
That's what I intend to do. Thank you pissedconsumer.com for providing a forum for airing complaints such as this. I feel a little bit better already!
Product or Service Mentioned: Costco Manager.