2024-12-02

Today marked the beginning of an unexpected and devastating journey. Two weeks ago, I purchased a refrigerator online from Costco and scheduled delivery and installation for today. The installers completed the setup and left, and shortly after, I headed to work.

Later that afternoon, my daughter returned from school and called me in a panic: water was flooding the house. My wife and I rushed home to find 1.5 to 2 inches of water covering the floors. The scene was overwhelming — my wife was in tears, and I could hardly believe what I was seeing.

We immediately called in professional help and started removing water ourselves while waiting for them to arrive. Within a couple of hours, a mitigation team was on-site assessing the damage and beginning the cleanup process.

I quickly filed a claim with Costco. As an extra step, I sent an email directly to Costco’s CEO. To my surprise, he responded within an hour and copied several executives on the message. That response gave me hope that this situation would be addressed promptly and fairly.