Man tries to take advantage of Costco’s ‘awesome’ return policy by returning his TV. Then finds out that it has a ‘limit’ on electrical goods

Costco boasts one of its biggest perks: a generous returns policy that says if you aren’t 100% satisfied with a product, you can return it anytime. However, the reality of how this policy works in practice can be quite different, especially for high-value items. Motivated by this, an Arizona man decided to test the limits of this policy when he attempted to return his TV.

TikToker Kinghillbilly (@kinghillbilly69) explained that his TV had “just stopped working.” After loading the large flat-screen TV onto a flatbed cart, he headed to the store’s “Refunds Entry Only” area. While he waited in line, a female staff member approached and clarified that Costco’s returns policy doesn’t apply to major appliances purchased more than 90 days ago. The camera then pans to Costco’s policy on the wall, which reiterates its satisfaction guarantee but notes exceptions.

When asked for more details, the TikToker explains that he was watching a movie when lines suddenly appeared on the screen, and the TV turned completely white. He also mentions that he still owns Roku TVs that have lasted over 10 years without issue. The cashier explains that the TV cannot be returned due to store policy but suggests contacting Warranty Technical Services or the manufacturer if a warranty was purchased.

Not everyone was on the TikToker’s side

The employee appears to notice the son filming the encounter and seems to ask him to stop. Later in the video, the TikToker is seen with a new TV being loaded into his car, although it’s unclear whether this was a separate purchase or connected to the return attempt. In the video description, the TikToker claimed the employees were “mean to me and my son.”

According to the Costco website, the returns policy is restricted for certain high-value items, such as TVs, which are subject to a strict 90-day return window. Costco Technical & Warranty Services representatives can assist with technical support and warranty information for multiple eligible products.

These restrictions are implemented for a reason. Many shoppers and employees have pointed out that this policy is designed to prevent abuse and protect the bottom line, especially after years of viral stories about Costco’s reputation for leniency, including an instance where the lenient return policy was pushed to its limit when an uprooted tree was allegedly returned to the store by a shopper.

Meanwhile, some viewers thought that the TikToker was in the wrong, prompting them to defend the cashier instead. “This has to be satire,” one wrote. “That man’s customer service was top notch.” A second asked: “Who … was mean to you and your son? Just because he told you to please stop recording?” A third said, “That was the most professional service the guy could have given you. He was honest, polite, courteous, and explained everything very well. Not sure what your issue is.”

In a comment to BroBible via Facebook, the TikToker offered his side of the story, stating that staff “informed me they would not refund or exchange my TV and I would need to pay full price for a new one.” He also claimed that his son, who was filming the interaction, was allegedly “yelled at and demanded he stop recording.”

He also claimed that, after the camera was turned off, another female Costco employee insisted they delete the video, but he declined. According to his account, he then bought a new LG TV at full price. He further claimed that an employee at the self-checkout provided a complimentary extended warranty because, as he put it, she “felt bad that my son was screamed at and the way we were mistreated inside the store by Costco employees.” Costco has not commented on the interaction.