I was wondering what experiences others have had - good or bad?

My recent experience at one of the Sacramento Costcos was not very good. The Kirkland luggage and products have a satisfaction guaranteed policy with no asterisks about exceptions or time limits.

Our bag has held up pretty well but it is older, but the handle is locking in place anymore, but still works. I wanted to exchange it for a newer one.

The supervisor was not very sympathetic or very nice. I find out over the phone with Costco corporate that after a year, each store gets to decide on returns.

What is the point of a return policy that states satisfaction guaranteed if after a year, it all depends on the kindness of the return supervisor?