Shopping should be about trust and value, but what happens when return policies spark controversy? A recent incident has everyone questioning the boundaries of fair returns.

Where do you draw the line between a reasonable return and policy abuse?


Costco, the wholesale giant, is renowned for its customer-friendly return policy.

With a “risk-free 100% satisfaction guarantee,” shoppers have been known to return items ranging from half-eaten food to furniture showing signs of wear.

But what happens when this policy is pushed to its limits?


Enter Dave Collenberg, a business owner who recently found himself in a return debacle that's caught people’s attention on social media.

In a video that's racked up over 90,000 views, Collenberg attempts to return a significant number of plastic storage bins to Costco, claiming that about 300 of the thousand-plus totes he purchased were “no good.”

Collenberg's video shows him with a flatbed cart stacked with plastic containers, ready for return.

However, he claims Costco denied his request.


This sparked a heated debate online, with Collenberg disabling comments on his video due to controversy.

In a follow-up, he addresses the backlash, but it remains unclear whether the bins were defective upon arrival or if they had been used.

The cost of the bins, while not confirmed by Costco, is estimated to be around $10 each based on similar items at Home Depot.

This means Collenberg was seeking a refund of approximately $3,000.

As a customer who claims to have spent “hundreds of thousands of dollars” at Costco, he expresses shock and frustration at the denial, stating, “I'll take my business elsewhere.”



Costco's policy promises to refund the purchase price of any unsatisfactory item.

They often don't even require a receipt, as purchases can be tracked through a membership card.

However, there are exceptions to the rule, including certain electronics, diamonds, cigarettes, alcohol, items with limited life expectancy, custom products, tickets, and precious metals.

The internet has been abuzz with reactions.

Some applaud Costco for standing their ground, suggesting the totes appeared old and used.

Others believe Collenberg deserves a refund, especially if he's open to store credit.

And then there are those who suggest trying a different Costco location, hinting that the issue might have been with the employee rather than the policy.


As seasoned shoppers, we at The GrayVine know that a good return policy is a sign of a retailer's confidence in their products and their commitment to customer service.

However, it's also a two-way street.

While we should expect businesses to honor their policies, we also have a responsibility to be fair and honest in our return practices.

Here are a few tips to ensure a smooth return process:

• Keep your receipts or ensure your purchases are trackable through a membership or loyalty card.
• Understand the return policy before you buy, noting any exceptions or time limits.
• Be honest about the reason for your return. If an item is simply unwanted rather than defective, be upfront about it.
• Consider the condition of the item. If it's been significantly used or damaged, it may not be fair to expect a full refund.
• Communicate respectfully with store employees. They're there to help, but they also have to adhere to store policies.

Happy shopping, and may your returns always be hassle-free!
Have you ever had a return go awry? What do you think about the balance between customer rights and return policy abuse? Share your stories and opinions in the comments below.