I've been shopping at Costco for well over 15 years.
Our recent trip was a long time coming - we've only been there once since moving here to PA. Our cart was overflowing and our pockets were... quite empty. As we made our way across the parking lot - a box that was precariously perched on top tipped off the cart and landed in a heap on the pavement. The only loss was a jar of sundried tomatoes in olive oil...
We picked up the other items and dropped the oil smudged ones into a separate bag. As I was picking up what was left of the jar and pieces of broken glass off the pavement I heard a woman say "they will replace anything that is broken". My thought was "yeah sure like I'm gonna go in there and tell them what an idiot I was and expect them to replace a jar I broke". I looked up - fully planning to wave to the nice lady my thanks and continue with my cleanup and get outta Dodge. To my surprise - she was a Costco employee. She and another employee must have been in the lot and saw our mishap. They came over - the young man took the box of oil soaked, glass shard coated sundried tomatoes from me and they escorted me inside as The Engineer took our purchases to the car.
The young man threw out the mess and went to fetch me a new jar while the woman took me to the front desk and gave me paper towels and some Purell to clean my hands.
I never in all my life would have expected them to replace something I broke in the parking lot... but she says they do it all the time. It's nice to know that their customer service is such that they do care that I at least get out of the parking lot with what I paid for.
I'm also really thankful that they didn't report me - I would have hated to have my 'Shopping Cart Driver License' suspended for reckless driving.