Alina F.

This review is specifically to highlight the customer service we received from Costco (the fiasco which is still in process), after the installers they hired botched the installation job which resulted in a broken-down machine. The TL; DR version: Costco customer service is a joke. Although the botched installation was a violation of both electrical and plumbing code and caused damage to 2 parts of the machine (increasing the risk of additional parts breaking down the line), Costco refused to return/refund the unit and asked us to find someone to reinstall it at our own expense. Both the LG repairman and the TNT/Innovel tech who came out to evaluate/do the fix recommended we escalate and get a new machine. We escalated repeatedly and then escalated some more, to zero effect. Do not buy appliances from Costco, or arrange a trustworthy installer.

We bought a dishwasher less than a year ago (October 15 delivered/installed). Took excellent care of it.
The installer botched the installation. Did not properly install the high loop (water was going back into the machine a plumbing code violation), and did not put in a junction box (an electical violation).
Dishwasher stopped working (ie, it ran but nothing was getting properly washed). The LG repairman who came out to the house identified 2 issues with the installation (noted above), and 2 broken parts in the machine, including one of the motors. He also said (but didn't record in his report) it is very possible that the reason the machine broke was due to the installation, which means it is very possible that other parts would break in the future, and recommended seeing if we can get a new machine instead.
We have spent multiple hours interacting with Costco on this, and escalated repeatedly about as far as we could.
After additional contact, Costco asked us to get quotes for other installers (because we were out of the 90-day return/refund period, they did not want to use their own) to fix the machine and then they would compensate us $150. So in other words:
O We were to spend our time deciding who is competent and getting quotes, then paying out of pocket
O They would compensate us $150 (provided someone could do it for $150, otherwise we were to call them back to discuss "options") after this was done
O A separate visit from the repair person to fix the actual broken machine was of course still also required
To add insult to injury, Costco implied in a phone call (but we didn't catch that it was not in the email) that they would be doing the replacement and we only need to look for an installer for this new unit. The next time we managed to get a manager on the line, it turns out they were never offering a replacement. This means we may be doing this dance again in the near future.
We escalated, repeatedly, spending hours on the phone. A more senior manager up the chain agreed to find an installer for us, and to transfer the money in advance. That's when we found out they weren't planning on replacing the unit.
We escalated again, 2 ways - Costco went back to the installer and asked for a refund, since this was their fault. Via a third party, Costco asked LG to replace the unit (here is where they passed the buck and said LG chose the installer per the senior installer that came out, that is not true). Both the installer and LG refused to provide the refund or a new unit. The Costco customer support manager I spoke with said this was "standard procedure".
When the TNT/Innovel senior installer came out to do the fix, in his words, which he did not commit to paper despite our request (so as not have his company come after him): "That's a lot of work on a brand-new unit. If I were you, I'd raise hell. Sears would replace the unit. Costco is a whole other ballgame". Of note, while we communicated repeatedly exactly what was wrong with the unit, this was not even clearly shared with the installer.