Costco
Reviews and Complaints

I recently received an online flyer with the latest promotions. I see N-95 masks made in Shenzhen China and I am immediately struck with the question "why". I am a retired Exec from 3M. They make the best masks worldwide and in every region. Why couldn't you get an agreement from them? They made over 100 million N-95s just last month but Costco is buying from a marginal company in China at inflated prices. Those masks cost less than $.50/ea to produce but your price for over 100 puts them at $2.70 ea!
Why help China capitalize on a pandemic they started!
Also, there is no place on Costco.com to provide this kind of feedback? Don't you want it easy for members to provide feedback? It isn't always a complaint for the local team.

I ordered LG Dishwasher Costco online on November 30, 2020. Some contractor delivered it on December 15, 2020 and I was told some other contractor will install it. Contractor left the Dishwasher in the middle of my kitchen. Costco DID NOT communicate with me about delivery and installation are different. I also purchased LG Refrigerator. Both delivery and installation done by the same contractor on the same day and time. So I thought it is the same for Dishwasher. Dishwasher delivery contractor gave me a number for installation. When I called that number they scheduled it for the following day December 16, 2020. We had snow on that day, so appointment has cancelled. I totally understand. I was told I would receive a call in the following day which is December 17, 2020. But I DID NOT receive, so I called Costco.com member service and they connected me to some contractor and they scheduled for installation on December 22, 2020 and they said I would receive a call night before or morning. But I did NOT receive any call on December 22, 2020. So I called Costco and they asked me to contact contractor. I called contractor, after 40 minutes of hold, they said they DO NOT have my name on that day December 22, 2020. I am totally disappointed and I wanted to return it. I called Costco again and asked them to return. My wife wanted to try one more time. So she called Costco, cancelled the return and they scheduled for December 29, 2020. Same thing happened, we DID NOT receive any call. When my wife called installation company, they said we are NOT in their schedule on December 29, 2020. She called Costco again and they scheduled for January 4, 2011. We received a call from contractor on 12/31/2020 and they said they don't have any appointment on January 4, 2021 and they scheduled for January 11, 2021. When we asked them why they keep doing like this, they said Costco is scheduling and Costco does not have access to their scheduling system. At this time, NOT sure whom to trust. The pain we are going through. Dishwasher is sitting in middle of my kitchen since December 15, 2020. Today is December 31, 2020. I should have ordered through either Home Deport or Lowes during that time. I wouldn't have gone this harassment.

On 11/26/20202, I ordered item # 1358272 a Refrigerator which I assumed that it would be delivery before Christmas get-together. A few weeks later I received an email to schedule the delivery of my item which I promptly did for 12/19/20 (Saturday). I received a confirmation that my item would be delivered on 12/19/20. On 18th and 19th morning I got a few messages that the item would be delivered and was given a 2-hour window and it also said that someone would call me 30 minutes earlier so that I am prepared to take the delivery. So far, so good.
Then the nightmare started.
Nobody showed up during the confirmed timeslot. I called the Costco shipping company twice but after holding the phone for 30 minutes each time, nobody picked up the phone. I then called Costco customer service and asked the person about the status of my order. The wonderful lady said that she CANNOT HELP ME, and the best she can do is CANCEL THE ORDER. I told her that I have been waiting for the refrigerator for this long and do need the order delivered.
It seems that Costco has some very rude people working for them who don't understand the meaning of customer service.
The driver showed up unannounced after the timeslot. He immediately told me that the item was wider than the standard door of my house hence he cannot deliver. I told them that the only way to get any refrigerator in is to remove the doors of the fridge. He flatly refused to do that and left. I got a call from Costco customer service and I explained them the incident. The customer service person agreed that removing the door of the fridge is a standard thing and the deliver people should have done that. He apologized for the incident and told me that because the delivery person where behind schedule, that's the reason they didn't deliver my fridge. He promptly scheduled the delivery of my fridge for next day, 12/20/20 (Sunday). He also told me that he would create a work order so that the warehouse people would remove the doors of the fridge at the warehouse itself to save time next day.
I got confirmation messages confirming the 12/20/20 as delivery date with a timeslot of 7AM - 9PM (14 hours).
On 12/20/20, around 5:30PM I got a call from someone that they would be coming to my house soon to REMOVE THE DOORS OF THE REFRIGATOR. I told them that the fridge was not even delivered. Costco customer service called me to enquire about the incident which I did. The person explained me that the customer service person at Costco had made a WRONG workorder which only mentioned about removing the doors of my refrigerator, the refrigerator which was still at Costco.
It seems that Costco has some very bright people working for them.
This time I was given 12/26/20 (Saturday) as my delivery date.
On 12/24/20, I called Costco customer service to reconfirm the order status and that the delivery people would remove the doors at the warehouse which was suggested by Costco customer service in the first place. That person had no clue about what I was talking about and told me that he cannot see any such notes at his end. He did promise me that he would add that I called and about the doors to be removed on the notes.
On 12/25/20 & 12/26/20, I got reconfirmation messages about my delivery of my item with 2-hour timeslot.
On 12/26/20, I received a call from Costco delivery service that the delivery truck has met with an accident and my item would not be delivered that day. I told the person that I do not believe about the accident based on my past experiences with Costco. I asked the person to confirm if the doors of the refrigerator were already taken off to avoid the fiasco from last week. She told me that the doors would be removed by the delivery people outside my house when they make the delivery on 12/27/20 (Today). I told her if that's what was gong to happen, why was that not done last week and why I was told the doors would be removed at your warehouse.
It seems that Costco has some very good liars working for them.
I called Costco customer service again and asked to speak to a supervisor. I explained the supervisor the entire sequence of events and pleaded with her that all I want is that my item is delivered and voice my concern about the timeslot of 7AM - 9PM for 12/27/20. She told me that she is not in a position to help me with that.
Today, 12/27/20, I got messages and my item would be delivered as schedule. I then got a call from Costco shipping informing me that they open the box and found some damage marks on the fridge. Yesterday the same people told me that they would open the box at my house to take the doors off and this morning magically they open and box at their warehouse and found the damage. The person told me that she would call me in an hour and then call Costco customer service but that never happened.
I am very sure that all this is a false cooked up story.
Me and my family go to Costco warehouse all the time and the people there are very nice and professional and are always willing to help.
That's why I could never imagine such a thing from an organization like Costco.
I feel that Costco is not equipped to handle big appliances but would leave that to you guys to figure this out and maybe fix it.
I want my refrigerator delivered IMMEDIATELY.
Looking at all the pain and suffering, Costco should ensure that my fridge is delivered immediately and refund my money in full.
Hope you would do the right thing.

called support at 6 pm on 12-16-2020 got message long wait set up call back. got call back in approx 1 hour automated system could not recognize my response said it would call back shortly, recieved sanother call about 1 hour later auto attendant could not recognize my response said it would call back shortly, got another call back this response was recognized talked to a gal in Florida she put me on hold till till 10 pm call terminated.

Called 12-17-2020 1 hour wait then talked to gal that failed to address or resolve the bogus operating system installed on computer.

Was told operating system on computer sold can not be upgraded as it is not genuine. No support resolution offer

Will be returning machine received on 12-16-2020 today not able to do set up. HP says its Microsoft problem Microsoft says its hp problem. Machine operating system has been disabled by Microsoft.

sales order number [protected]

Me and my husband was at vancouver wash costco last night about 4.30 12/15/2020 I was walking my husband was behind me a customer had a wagon cart and rammed it in to my leg and knock me to the ground the girl that was working there told me to walk around a little bit to make sure I was ok then she said if you need to fill out a accident report come up front well my leg swelled really bad so I talk to the asst manager he told me there was nothing he could do and it wouldn't help to do a accident report because are cameras don't work that good he was really rude he didn't make sure I was ok or offer ice or anything I went to the urgent care and they did a x-ray it wasn't broke just loses a trauma to my leg and knee swollen and very bruised I can not believe the service I got I would appreciate if this matter could be taking care of thank you my e-mail [protected]@yahoo.com.

What happened to the Costco.com professionally handling of customer questions? We are now transferred to uneducated, rude, incompetent, and unprofessional reps with a bad, nasty attitude who cannot handle the most simple questions. I called the costco.com 1-888 number on 12/8/20 at 4:10pm MST regarding a delivery question on a television I planned on ordering. I asked if Costco.com missed the estimated delivery date of Friday, 12/11/20 date and is delivered on the next day (Saturday) when I am not home, what would happen.

The rep first said, UPS will leave you slip and you can arrange a 2nd delivery. So, I asked her are you saying UPS won't leave the TV in front of my door? She said, "no, I didn't say that." Then she said I can go into the tracking number and work with UPS to track the delivery down. I have tried this before and told the rep that they won't accommodate custom delivery. And then she condescendingly said "I told you a lot of things, what else did I tell you? You haven't said all I have told you." So, now she is now quizzing the customer? She continued to say, "tell me what I told you, you are missing a few things I told you." OMG! She didn't resolve anything! She told me to work directly with UPS to manage my own delivery. I finally told her to transfer me to a supervisor and she HUNG UP ON ME! Wow.

I am so disappointed with Costco.com. I am a long time Costco Exec Member and really like shopping at Costco. However, their customer service for online purchase which used to be excellent is now just horrific. I finally decided not o purchase the TV online. I guess Costco is getting too big and profitable to care about customer service any longer.

I have not been able to log into my account for 2 days - information is correct. Password reset on their link is not working; tried multiple times. Tried (opera, chrome, and firefox). Browser is cleared on each exit, and all refreshed when restarted; reset email is (NOT) in trash or junk. Costco ads come thru all the time. Online chat help is a joke - no help and have copy of chat sessions. will buy elsewhere.

Chat:
Johnson Y has joined the chat Norman: Account is under ****** & *****. I shop at Costco in Concord, CA. Trying for 2 days to log into my account on-line but cannot... web site issues. Password email reset request does not work. Cust service wait time 45 mins - BS

Johnson Y: Hi Norman! Thank you for choosing Costco! My name is Johnson Y - I'm reviewing your request and will be with you in just a moment.

Norman: Your online password reset does not work... It never sends me an email for reset Norman: Really tired of this crap, waiting on the phone but no one ever pics up

Norman: currently on hold on the phone too... Now down to 23 mins.
Norman: Yesterday 45 min wait and hung up
Norman: Sounds to me like Costco does not want any business

Johnson Y: Hi Norman, happy to help. Sorry that your experiencing these issues.

Norman: If they are this backlogged, maybe hire more people... I regret renewing my account now.

Johnson Y: What number are you calling to reach us?

Norman: I have tried 2 numbers... Current was: [protected]; then you go thru 2 mins of crap and pushing buttons

Johnson Y: [protected] this is our number to reach us if you have not tried it.

Johnson Y: I will also look at your account, one moment.

Norman: The wait time just sucks my battery down... I have tried multiple numbers

Norman: just send me or give me a reset on my password.

Norman: And pls tell your web techs to fix their site

Johnson Y: So the only way to get a password reset is to use the "Send Password Reset" link.

Johnson Y: https://www.costco.com/ForgotPasswordView

Johnson Y: Make sure to check spam mail as well it sometimes goes there.

Norman: I have done that for days now... it does not send me anything, no reset link, nothing... that is why I am here. It is not in any junk folder, etc... I build my own systems and taught computers for a few years... I am tech savvy.

Norman: It is your system not sending out the reset link to my email.
Norman: Send me a test... to [protected]@ymail.com
Norman: I get all my other email, only Costco is not working anymore.
Norman: I even tried having it sent to my other address... that did not work either. I have taken all blocking software and disabled it too... still does not work.

Johnson Y: I do not have the ability to send out emails to members, I apologize.
Johnson Y: What browser are you using?

Norman: I have tried, Firefox, Opera, and chrome... same problem on all of them which brings me back to a Costco issue
Norman: I have allowed all 3rd party apps, my browsers delete all data on each exit too.
Norman: so when i re-open it... it starts fresh.
Norman: All cookies are refreshed too.
Norman: Who can reset my password?

Johnson Y: Chrome works best, and you are using the correct email as well.

Norman: YES

Johnson Y: The only way is to use the link, that I know.

Norman: if you read above... you will see my email i typed.
Norman: So no one can help me get into my Costco account ?

Johnson Y: I'm sorry, the link provided should work. I am not
sure why it isn't.

Norman: I get all the ads in my email, etc... but cannot get a
psw reset
Norman: So you know of no one else to help me ?

Johnson Y: The email should be from [protected]@costco.com

Norman: I understand you are probably sitting at home doing this... it does not matter the return link... I never get any reset email.

Johnson Y: I do not know of any other way, apologies again.

Norman: [protected]@online.costco.com is the link I am getting ads from ... just like a few mins ago. So the costco ads come thru, just your reset not working.

Johnson Y: All I can suggest is to keep trying to send the reset.

Norman: Do you have a direct link to the inside phone number at
Costco on Monument Blvd, Concord, CA. 94519 ?

Johnson Y: and double check spam/junk as well
Johnson Y: Yes, one moment.

Norman: As I said before... tech savvy on computers.
Norman: As I said before... tech savvy on computers.
Norman: I do not want to be transferred to the philippines...

I want the direct live line to Costco Johnson Y: [protected]
Norman: Hold on one moment.

Johnson Y: Is the number for the Concord warehouse.
Johnson Y: okay
Norman: one moment
*** Ended it at this point ***

Called local costco and referred to a number but that number, like all the rest, have a 25 min wait time again.

Just not worth the hassle... Costco could hire more people... .will just shop at Bestbuy and give them my money. Costco apparently not interested in fixing the issue.

Citi bank closed my acount due to a matrix trigger that was set off by 2 attempts to pay bill weeks early, and then a third all early. Finally had to pay by phone with debit card nov 5 due date nov 6, person phone says all good, next due date dec 10th. November 28th they close acct, unbelievable!. My credit rating is 748 and I have not made a late payment on any of my other accts for three years. Thank you for repeatedly asking me so sign up so I could be treated this way by your corporate partners. Please honer your membership values you are famous for, thankyou richard siggers member #[protected]

Four days ago I emailed Customer Service at Costco and have not received any acknowledgement or reply.

First let me start with I love my Kirkland Pots and Pans but I'm very upset with what happened last night when I was preparing Mussels Marinara (mussels purchased at Costco) and after 2 minutes of heating the mussels the glass lid exploded/shattered sending glass shards all over the stove top, flying towards me and into the dish being prepared. Dinner was ruined, I was visibly shaken luckily only receiving a minor nick on my arm from the glass.

I'm not sure how to handle a request for replacement because the lid and pan were too damaged to salvage and not safe to handle for an in store return. I took photos of the damaged items (attached). I have been a very loyal Costco customer for 20 years and never had a Kirkland product failure like this happen to me. I'd appreciate how you suggest handling this situation for replacement. My membership number is [protected]
I look forward to your reply and thank you for your attention. I have several more photos available.

--
Rick Schwenk
[protected]
rick.[protected]@gmail.com

Had delivery today. No installation till 01/10/2021. Try to contact. Customer service they hang up on me. Very disappointed. How I can get refund for installation because we have to hire people to install. Nobody told me that installation would not be done on delivery day. Refregirator tipping and we have to do water line. And it is before Thanksgiving. Help us. My phone [protected] home and cell [protected] my name is Elena Linell

After several days of trying to contact your delivery service for my Whirlpool microwave I canceled the order because of the mass confusion in this process. I ordered the product and immediately received the notice that the product would be delivered on or about Monday, November 23. The Friday prior to delivery I received a call from a delivery service you use asking that I call them to confirm and arrange for delivery. I started calling them on Friday, November 20 shortly after receiving the call and was finally able to get through this morning, November 24. They advised me that in spite of the notice I received from Costco that the delivery would be an additional four or five days - immediately cancel the order. Creates confusion when Costco sends out an estimated delivery time frame only to find out is approximately a week off. Not good for customer service

I order a set of knifes for Christmas, good price. I'm a full time RV'ER so I shipped them general delivery to the usps. Yes I KNOW ups does not deliver to the post office but they have contacted me in the past and I make arrangement to pickup at the UPS facility. Well within a 2 minute window UPS posted package undeliverable and returning to sender costco, no notice to me, I was even signed up for text updates. Called both parties and nothing could be done due to item returning to costco, thats crap, tracking showed item sitting at UPS Newport. People at their computer screen sitting somewhere in the world not having any idea what is going on. just what they see. Offered a refund but said it will take 3 to 5 business days, WHY NOT TWO MINUTES...or verify with UPS THE PACKAGE IS IN NEWPORT, AND THEN HOLD IT FOR ME TO PICKUP...

I purchased a patio online you guys canceled it because you didn't have the product I had to wait a few weeks I purchased it again you guys set up a delivery date with me then two days before supposed to be delivered you canceled you're very unreliable I invited people to my home because I thought they could be outside on the patio and now i'm left with no patio set your irresponsible and i'm gonna tell the whole world what you've done to me in this dangerous time of covid-19

I purchased an oven for my daughter on January 14, 2016 from the Costco location in St. Albert, Alberta. The model number is NE59J34215S. She was elated as she has never had a self-cleaning oven. For the past several months, she has been having real serious concerns over the temperature control. She cannot keep the temperature at the selected control. She complained to me about it some months ago and I knew that the warranty would be already expired, but it was with great dismay that this large purchase should only last 4 years. Her husband related the problem with the self-cleaning feature and asked her to stop using it and so she had discontinued it. I just returned from their home and while I was there I wanted to bake bread and cookies. While preheating, the digits came counting up rapidly which is highly unusual. It didn't reach the temperature that the panel indicated. I called the St. Albert Costco and the representative was rather unprofessional and was not at all helpful. She suggested calling the manufacturer. We knew they would not honour or consider our complaint. I mentioned this to an individual in Alberta and she told me that her sister had the exact same thing happen to her after purchasing an oven from Costco. Without a doubt, Costco has proven to be a very customer-friendly business and so I am appealing to you to please consider this as a legitimate complaint. There is definitely something wrong with this product and I know that you stand behind the products that you sell. It took months for this individual to receive a replacement and I am confident that you will realize that this is a faulty product and should never have been on the market.
I live in Saskatoon and my daughter lives in Clyde, Alberta. I can provide the membership number upon request. Thank you for your consideration to this matter.
Yours truly,
(Mrs.) R. Hildebrandt

On Nov. 19, 2020, the undersigned entered the Costco store in Kalispell Mt. Upon entering, my hands were occupied with basket, my membership card, and my mask. A chubby lad working the entrance stated that masks must be worn... I am aware of that, and to give me a chance to put it on. In an instance, a "stormtrooper"looking chap, with his new "marine" haircut sprinted up and got in my face about what I had said. I told him what I had said and put on my mask. This caffine driven lad appeared to be some sort of supervisor, short on manners, and tact. He then "granted" entrance to the Costco "kingdom". I have been a Costco shopper since the days it was called Fedmart, started by Sol Price in San Diego, later called Price Club... My membership expires on Nov. 30... I will never be seen again in this establishment.