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One more reason to shop at Costco

  • May 18, 2010
Last summer i bought 2 patio heaters from Costco made by NexGrill.  The reflector hood on one of them broke.  Normally i would just return the entire unit to Costco and get a new one, since Costco's customer service is so strong, which i've written about here.  But this time i thought, I'll track down the number of the manufacturer, NexGrill, and call them and tell them what happened.  I figured they would rather just send me out a new part rather than having the entire unit returned. 

Well... after 3 phone calls and a few emails (that were never responded to) they want me to return it.  In fact, i should have listened to the first customer service rep, who told me straight up... it would be easiest just to take it back to Costco.  I ignored her, and pressed on.  But now, since they will only ship me out a new hood and charge me $52 for it plus $16 in shipping, I'm better off just taking back to Costco.

The weird part was the resistance from the reps i talked too.  I explained that they could probably get a promotion by saving the company $300 (the cost of the unit when i return it to Costco and Costco charges NexGrill that amount).  But they obviously don't care about saving their company money.  This is the last time i go out of my way to try to help a manufacturer save some money and build some customer loyalty.  Sorry NexGrill... but i am looking forward to getting a brand spanking new heater!!  Thanks Costco!!

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May 18, 2010
Here's another reason... Erath Pinot Noir: Costco Price: $14-ish. Whole Foods Price: $22.
About the reviewer
J.R. Johnson ()
Ranked #3
If you're looking for some more company related stuff about me... it's on my bio page here.      Also, here's a family surf video from our recent wedding. Family = good … more
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