Costco has built quite a reputation for having one of the most generous return policies in retail. Some shoppers have even shared stories of returning products years after buying them, making the warehouse chain a favorite among people who value its membership benefits. However, one Arizona shopper recently discovered that not everything qualifies for a return whenever something goes wrong.
The man brought an enormous 86-inch LG television to Costco after it suddenly stopped working, expecting a refund under the store’s famous satisfaction guarantee. Instead, employees explained that he had missed the return deadline because the television was purchased in 2024. The experience was filmed and shared on TikTok, where it attracted millions of views and sparked a debate about whether the store had treated him fairly.
His 86 Inch LG Television Suddenly Stopped Working
The shopper, who posted on TikTok as Kinghillbilly, explained that his television had been working normally until something went wrong while he was watching a movie. According to his account, lines suddenly appeared across the screen before the entire display turned white. That left him with a massive television that was no longer useful for watching anything.
He mentioned that he still owned Roku televisions that had lasted more than 10 years without giving him trouble. Understandably, he was frustrated that his much newer LG television had developed such a serious problem.
Rather than simply throwing the television away, he decided to take it back to Costco. He removed the 86-inch screen from his wall, loaded it into his vehicle, and brought it to the warehouse, expecting the retailer’s satisfaction guarantee to work in his favor.
Costco Employees Explained Why the Return Was Rejected
When the shopper arrived, he pushed the enormous television on a flatbed cart toward the returns area. Before he reached the counter, a female employee approached him and explained that Costco’s return policy did not cover televisions purchased more than 90 days earlier.
The shopper continued waiting in line, apparently hoping to get a different answer from the employee handling returns. When he eventually spoke to a cashier, he explained the earlier conversation and described what had happened to his television.
The cashier confirmed that the 90-day restriction applied. After checking the purchase date, the employee established that the television had been bought in 2024, meaning it was well beyond the allowed return period. Unfortunately for the shopper, the fact that the screen had stopped working did not automatically make it eligible for a refund.
The Cashier Offered Another Way to Get Help
Although the employee could not approve the refund, he did not simply send the shopper away without offering another option. He explained that Costco’s Technical and Warranty Services department might be able to help troubleshoot the television or explore possible repair options.
The cashier also provided a printed information sheet with details about the service. He explained that any additional assistance, including a possible store credit, would depend on the company’s corporate team rather than something he could promise at the returns counter.
The employee also advised the shopper to consider purchasing additional warranty coverage when buying expensive electronics in the future. That way, he would have another option if something went wrong after the regular return period had expired.
During the interaction, the cashier noticed that the shopper’s son was recording the conversation and asked him to stop filming. That moment later became another talking point among people who watched the video.
The Shopper Eventually Bought Another Television at Full Price
The story did not end at the returns counter. In a later part of the video, the shopper was seen with another television being loaded into his vehicle. However, this time he was not walking out with a refund or a free replacement from Costco.
He later told BroBible that he ended up buying a brand-new LG television at full price after the store declined to refund or exchange his original one. He also shared his disappointment with the experience, saying he had always respected Costco and believed its return policy offered strong protection for members.
The shopper further claimed that the situation became more uncomfortable after the camera stopped recording. According to his account, another female employee demanded that they delete the video, but he refused. He also alleged that his son had been yelled at during the interaction.
There was, however, one unexpected gesture. The shopper said an employee working near the self-checkout area gave him a complimentary extended warranty for his new television because she felt bad about how the situation had unfolded. Costco had not publicly commented on the specific encounter in the reports covering the incident.
TikTok Viewers Were Not Entirely on His Side
The shopper’s video quickly attracted attention, with viewers having plenty to say about the exchange. Interestingly, many people appeared to side with the Costco employee rather than the disappointed customer.
Some viewers felt the cashier had handled the situation professionally. They pointed out that he explained the policy, checked the purchase date, offered additional assistance, and remained calm throughout the conversation.
One commenter questioned why the shopper believed the employee had been mean to him and his son simply because he had asked them to stop recording. Another viewer described the cashier’s customer service as excellent, while others said they did not understand what the shopper was complaining about.
Not everyone dismissed his frustration, though. Some people shared their own experiences with Costco’s generous return policy and explained why they understood his expectations.
The discussion also raised an interesting question about how far a retailer’s satisfaction guarantee should extend when an expensive product stops working unexpectedly.
Costco’s Famous Return Policy Has a 90 Day Limit for TVs
One reason the situation surprised some viewers is that Costco is widely known for allowing customers to return many products without a strict time limit. However, the company makes specific exceptions for certain electronics, including televisions.
According to Costco’s official return policy, televisions, projectors, computers, cameras, and several other electronic products must be returned within 90 days of the date the member receives them. This means the general satisfaction guarantee does not apply indefinitely to every product sold in its warehouses.
Costco also offers Technical and Warranty Services to help customers with eligible electronics. Its website explains that members can receive free technical support for televisions and other supported devices, even when they are no longer within the standard return window.
For televisions, Costco provides an extended manufacturer warranty of up to two years under its Technical and Warranty Services program, subject to the applicable coverage terms. Customers can also purchase additional protection through Allstate for eligible products.
The distinction is important, particularly when purchasing expensive electronics that could become costly to replace. A television that develops a fault after two years may still qualify for warranty assistance, but that does not mean a customer can automatically bring it back for a full refund.
For this Arizona shopper, the discovery came after he had already hauled an enormous television back to Costco expecting a different outcome. His experience has since reminded other shoppers that even a generous return policy has its limits.
