Some of you may be wondering what is happening with the freezer. Well. Let me tell you, frazzled and red-faced and so frustrated.
First, shout-out to Hisense. Hisense declared the freezer non-repairable and sent a refund authorization code to us and to Costco. Thank you Hisense! Without fanfare, without dozens of conversations, they just did it.
Have we GOTTEN a refund?
No, we have not.
You see, we are with “claims–which is an outside agency–due to the floor damage, and we got a very aggressive email about the need to inspect the freezer and how they are not liable for the damage to the floor because they don’t actually sell the freezer, they don’t make it, they didn’t install it, which is all very interesting since it was bought with installation included from their website.
Messages must have crossed, said I, we already have a return authorization, gave the code, told them we could resolve it quickly, we want the refund processed, it picked up or a disposal waiver, and we would forgo pursuing floor damages for a gift card, after I acknowledged their position on the floor but pointed out we were also referred to them for specifically that reason.
With the reply, my blood began to boil. The agent didn’t know about the authorization but claimed the freezer still needs to be inspected for us to get the refund or any floor compensation. They needed photos. Ahead stretched a very long, drawn out process that, on its face is ludicrous, as we already have the return authorization and Hisense declared the freezer non-repairable.
So I tried the Costco chat, figuring we had an authorization code, maybe they could just…process the refund.
They could not.
And I was told it was past 90 days so the refund that was already approved was discretionary.
“So Costco can keep the refund that has already been approved by the manufacturer?” I asked. I did not get a satisfactory answer.
I was referred to yet ANOTHER team, the Appliance Avengers or whatever they are called, who can keep it straight at this point. I emailed the claims person back emphasizing that since the freezer was already declared non-repairable, there was nothing to inspect, I sent photos of the damage but made it clear that the return was already authorized and I expected the refund/return/waiver ASAP.
But if you see those ends, those are my wits, and I am not sure EVEN AT&T was this frustrating.
So I have seen the other face of Costco, and I do not like it at all.
Please learn from me.
Please do not make the mistakes I have made.
If you buy an appliance from Costco and something goes wrong, like it did here in less than a year, you don’t really have much recourse, this week has taught me. But they’ll keep dangling a carrot as though you do.
Costco has its strengths. This is not among them.
The prices on their appliances may be great but the cost is much, much too high, in my ludicrously complicated experience.
That’s it for me on this Tuesday, I’m going to try to cobble my sanity back together best I can. Have a great day.
A Bit to Read 
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