As one of the world‘s largest retailers, Costco has built a reputation for offering high-quality goods at competitive prices. But equally important to their members is the peace of mind that comes with Costco‘s extremely generous return policy. And when it comes to big-ticket items like mattresses that can cost thousands of dollars, having the ability to return them if needed is a huge selling point.
In this in-depth article, we‘ll examine the details of Costco‘s industry-leading mattress return policy, how it compares to other retailers, the impact on Costco‘s business, and expert tips for mattress shopping with confidence.
The Details of Costco‘s "Risk-Free" Mattress Returns
The core of Costco‘s mattress return policy is their blanket 100% satisfaction guarantee. As stated on their website:
"We guarantee your satisfaction on every product we sell, and will refund your purchase price, with the following exceptions: Electronics: Costco will accept returns within 90 days (from the date the member received the merchandise) for Televisions, Projectors, Major Appliances (refrigerators above 10 cu. ft., freezers, ranges, cooktops, over-the-range microwaves, dishwashers, water heaters, washers and dryers), Computers, Touchscreen Tablets, Smart Watches, Cameras, Aerial Cameras (drones), Camcorders, MP3 players and Cellular Phones (return details will vary by carrier service contract)."
Notably, mattresses are not listed as one of the few exceptions to the open-ended return policy. There is no specified time limit for returning a mattress (or most other items) to Costco. Whether you purchased it 2 weeks ago or 2 years ago, you can bring it back to your local Costco for a full refund of the product price and any shipping or delivery charges.
This is a key differentiator from the mattress return policies of most other major retailers. The following table shows how Costco‘s main competitors stack up:
| Retailer | Mattress Return Window | Restrictions |
|---|---|---|
| Costco | Unlimited | None |
| Sam‘s Club | Unlimited* | *Excessive returns may be refused |
| Walmart | 90 days | 15% restocking fee, original packaging |
| Amazon | 100 days | Return shipping fees from $75 |
| Mattress Firm | 120 days | Exchange only, no refunds |
| IKEA | 365 days | Original packaging, receipt required |
As you can see, Costco‘s policy offers much more flexibility and fewer gotchas than the other stores. Whereas Walmart will charge you a 15% restocking fee and Amazon will hit you with a hefty return shipping charge, Costco allows totally free returns even years after purchase.
The Business Impact of Liberal Returns
You may be wondering – how can Costco afford to offer such an accommodating return policy, especially on big and bulky items like mattresses? Don‘t they get taken advantage of?
The short answer is that Costco‘s leadership believes that the goodwill and trust generated by their return policy is worth more than what they lose on any potentially excessive returns. Their focus is on long-term member loyalty over short-term product margins.
As Costco CEO Craig Jelinek has stated, "Our philosophy is simple: If you aren‘t satisfied with a product, we‘ll give you a full refund." He has also said that Costco is "not in the business of making money off our members through returns."
While Costco doesn‘t disclose specific figures on their return rates or costs, retail industry analysts estimate that returns cost retailers an average of 10% of total sales. For Costco, that would equate to about $14 billion per year across all product categories based on their 2020 revenue of $163 billion.
But Costco seems to view this as simply a cost of doing business and maintaining customer loyalty. And it appears to be working – Costco boasts an industry-leading 90% membership renewal rate in the US and Canada.
Costco‘s permissive return policy may also give them leverage in negotiating with suppliers. Since they don‘t put time limits on returns, they can demand that manufacturers remedy any defects or quality issues that arise, even months after an item was sold.
Expert Tips for Mattress Shopping at Costco
As consumer advocates with years of experience analyzing the retail industry, we at QuerySprout have some advice for getting the most out of Costco‘s mattress return policy and shopping for a bed in general:
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Take your time testing out the mattress in-store before buying. Costco lets you return a mattress even after using it, but it‘s still best to get a feel for it ahead of time to reduce the chances of needing a return.
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Check online reviews and compare prices and models to other retailers. Costco often has the lowest total price thanks to their caps on markups, but it‘s always good to cross-shop.
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Understand what you‘re getting in terms of materials and durability. Cheaper mattresses may cost less up front but not last as long. Costco‘s generous return policy can offer some protection against defects, but you still want a mattress that will hold up for the long haul.
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If you end up needing to make a return, don‘t delay too long. While Costco doesn‘t have a hard time limit, the longer you wait, the more likely you are to run into a manager who pushes back on accepting the return. Aim to make the call within 3-6 months if you‘re truly unhappy with the mattress.
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Consider a mattress topper or pad to modify the feel before deciding to return the mattress itself. Sometimes a simple $100 addition can salvage a $1000 bed.
With these tips in mind, you can take advantage of Costco‘s liberal return policy to shop for a mattress with confidence. Combined with Costco‘s wide range of options from top brands like Sealy, Tempur-Pedic, Stearns & Foster, Novaform, and more, you‘re likely to find the perfect bed to give you a great night‘s sleep.
The Bottom Line on Buying a Mattress at Costco
Purchasing a mattress is a big decision given the amount of money and time you‘ll be investing in it. It‘s natural to feel some anxiety about getting the right fit and comfort level to ensure a good night‘s sleep.
That‘s why Costco‘s risk-free mattress return policy provides such peace of mind. With the ability to bring back a mattress for a full refund even years after buying it, you can rest easy knowing that you‘re not stuck with your purchase if it doesn‘t end up meeting your needs.
This consumer-friendly policy, along with Costco‘s reputation for quality, selection, and savings, makes them a top choice for mattress shopping. While no retailer or policy is perfect, Costco goes above and beyond with their commitment to member satisfaction when it comes to mattress returns. Just be sure to take your time with the decision, do your research, and don‘t be afraid to take advantage of the guarantee if needed.
