i shopped today at your arlington, va store. One item did not get charged in my cart because of a problem with the ipc code. i was asked to return to the cashier and then waited 15'minutes for the store to go get the item and rering it. i suggested to the employee and to the manager that as it was not my fault, i should not be the one who is inconvenienced. jessica the manager agreed that it was unacceptable that i had to wait 15 minutes but said there was nothing she could do. i suggested she give me the item for free (if it's stores mistake not mine, this is what whole food does) or a $5 gift card as safeway and giant donif the item is more than $5. This is a courtesy that the stores do to acknowledge that a mistake inconveniencing the client happened. it's part of customer service; not required. jessica interrupted me repeatedly, asked me rhetorically whether i thought it was fair to get an item for free (i guess shaming the customer is what you train your managers to do?) and said there was nothing she could do. It was nit fair, she said, but that's just bad luck. Interesting customer service for a membership supermarket! here is your policy as jessica explained it to me: if we overcharge you we recharge you the correct amount…unless we or you don't catch it; in that case we just keep the extra. hmmmm. heads we win, tails you lose. that seems inconsistent with your whole customer service concept….what a shame your manager did not see an opportunity to show costco's dedication to its customers, instead she only focused on a $10 bottle of juice. that's bad business; disappointed. gustavo delgado [protected]