Costco
Reviews and Complaints

While finishing up our shopping for Thanksgivings a co worker and I decided to stop by Costco to pick up pies for dessert. She is also a Costco member. We shared a shopping cart and we went to the self checkout line. The Costco representatives helping customers in the line was very rude and unprofessional to us. She told us "no game playing here" there is no not line crossing here! There was no line crossing taking place we were playing separately not together. She went to her own separate registers. We were both standing in line at the same time. Why would we have to pay on the same register? These are separate transactions. She gave us a very evil look and when back to talk to the other Costco associate who was also rude when I had a difficult time scanning my pie as there is no hand scanner and you have to almost turn your pie upside down to scan it. I asked for her name to report her and she said do you want me to get a manager and she brought over an assistant manager. We explain the situation to her and she agree that the behavior was inappropriate. But I honestly do not think anything was done about it. I wanted to put this is writing and talk to higher ranking manager. We are paying members and we should be treated as valued customer just like everyone else.

After purchasing a 2pkg of this deli.. I put in fridge and opened a couple days later to find that one side was completely rotten/ moldy the other side was fine.. It seems like the vacuum packaging was prob broken somehow and caused it to rot. I am usually very satisfied with the freshness and quality if Costco products and was therefore pretty disappointed.

Claim number: #[protected]-GD-01 -Wheel damage claim

On 11/8/17, I took my car to the Costco Tire Center at Southlake, TX to replace all 4 tires; which were ordered a few days earlier at the same Tire Center. The work was done within the promised time, approx. 1hr 15mins. However, upon inspection the Tire Center damaged 3 out of 4 chrome rims; flaking off their chrome coating.

I filed a claim and communicated with Costco's claim dept; emailing many pictures that show different sections of the rims damaged. After some days, the Costco rep called back essentially saying that the chrome peeling is due to "manufacturing defects" and since all chrome eventually peel off over time, Costco will not pay for the damages caused.

For argument's sake, assuming their claim that all chrome eventually peel off, they still should NOT peel off in the matter of a mere TWO HOURS, which was the duration they had my car.

I provided many pictures for the claims personnel (I have her name but this may not be the proper forum to post it); including pics that show the difference between curb rashes which I caused over time driving the car, versus peeling-type damages caused by the Tire Shop's negligence. Yet she refused to admit responsibility.

I look to this Complaint Board to make things right. As I told the Costco claim personnel, I will not stick Costco with damages I caused (i.e. curb rashes), but simply look to Costco to make whole the damages it caused (flaking off chrome finishes).

You have my claim number and hence your Claims Dept has my contact info. I await your response.

When I returned one item, the entrance door worker put a return sticker on my return item, then instructed me to step out the entrance door and take another door to go inside again and return my item. So I followed her hand where she pointed to, but the other worker at the other door gave me a dirty look, but no words of what did I wrong. I have no clue what to do or what's wrong. I asked her what's going on, and she just didn't tell me. I finally saw the 'merchandise return' sign which was inside. OMG! I finally realize I should go to a very small third door to line up there.

There are several points that Costco treated me badly:

1. Costco workers are not friendly at all. Instead of giving me help, the second door (which is the exit door) lady who shewas sitting in a wheel chair gave me a dirty look, and that's all I got. No words.

2. The 'merchandise return' sign was inside, and there is no sign or anything outside, but Costco workers expect me to know which door I need to line up at to return my item .

3. If I need to get a 'return sticker' at the entry door, and then I need to step out of Costco building again to find my way to return my item. It doesn't make sense to me at all. Why do I need a 'return sticker'?

4. When I suggest the Costco workers to improve their entrance flow. I suggest to put another 'merchandise return' sign on the outside too, the worker told me they only do this for their busy days. Okay, I guess I have to cope with two different routines for their busy days and non-busy days. Instead of giving customers a clear sign, I have to follow their hand to go wherever they pointed to. You're lucky I didn't just drive back home to buy my items from Amazon or Wal-Mart.

My order [protected] was cancelled because some "BS" about my information posted in the order. In reality they cancelled the order because it was a mistake in the price and they don't have the courage to honor the on-line price of $1.00 on the Item # ‌1111282‌ - Hunter 54" ceiling fan. Today in the afternoon (11/20/2017) they deleted the item from the website and canceled the orders.
After 20 years been a Costco member I thinking about cancel my Costco member ship for the first time.

Nature's domain Kirkland brand dog food salmon and sweet potato.

The last bag of Kirkland brand dog food I purchased was almost 2 weeks ago. My dog has since developed a severe body rash and hotspots. I would not be concerned with the dog food but a friend of mine whom purchases the same brand and flavor has experienced the same thing in the last two weeks. The coincidence is Disturbing and I'm worried other dogs may be getting sick from the food. I don't know if it's a bad batch of food or if they have change the ingredients.

Today was the last time I will set foot in a Costco center (Leboourgneuf Québec). My wife has been a customer since day one. Myself never needed never wanted a membership card, God behold if I had one the wife would ask me to pick things up on the way from work to home... no thank-you. So today in the gentlemen I am with my wife I dropped her at the door to subsequently try to find a parking lot... a nightmare, always has been always will be when you deal with Costco. Walked into the store to subsequently join my wife... was intercepted and told since I did not have a card I was not allowed access. Never was a problem before, but seriously what a stupid rule. Was told I could call my wife to come and get me... no thank-you it is not hers or my responsibility to bend to such a stupid rule. They told me to get my own card, free of charge. For the reasons mentioned above I was not interested. So I was told I would not be allowed access no exceptions. Hell I have no problems taking my money, that my wife spends at Costco, to Walmart, the [protected]$ per annum will certainly be appreciated by them. Furthermore, their parking lot is not a nightmare, the lines at the cash registers none existant no membership dues and no limited access. I was either too poor or too rich to put up with the horrible shopping experience at Costco. I don't consider myself poor... so today I informed my wife that I will never again set foot in a Costco center. Did not formally tell her to do the same but without my presence she certainly will severely limit her visits.
The last time I boycotted a business (10 years ago) that lost the interest of what is the most important aspect in retail - THE CUSTOMER they went bankrupt... SEARS Canada ring a bell.

We dropped our vehicle off for a 4:30 tire replacement appointment and did not receive a call when the service was done. After 2 and a half hours, we walked back to Costco only to find it closed. We waited for 20 minutes in the cold for someone to find our keys and give them back to us. This is unacceptable and we are extremely unhappy with the service we received at Costco tonight. This was at the Orem Costco in Utah. They did not discuss any of the questions we had, or update us on the quality of our spare or if they had replaced it.

"CHURN..." That will be the outcome of this horrendous experience. Google "Customer Churn" or go to link at end if one isn't aware of this term given there are soooo... many terms in the world... note: there have been other negative experiences.

1 star is generous. I was mocked by the GM. Other employees rolled eyes, smirked, and one even did the circle around the temple indicating "crazy ". This was a degrading, belittling, and disgusting experience. Yes, I have the names. A few . Dang, Ashley, Renee.

I have been a STRONG advocate for Costco. However, in the last year to year and a half the products, service have sunk so much at the Maplewood, MN location. The new GM was to be the great hope! Yet he was the one mocking me. No wonder the members of the staff behaved this way given the role model.

The interesting point is how I have sent several comment cards to HQ regarding improvements. Even included feedback on some of the quality employees that I have interfaced with over the last 3 years since becoming a member. AND even though o have 3 sisters who are members, some for quite a time, I still elected to purchase a membership vs. Shopping with them, or having them order items for me (of course with prompt reimbursememt).

The irony is Woodbury Coscto just opened a couple of days ago. In fact, I drove by to see the new site the day before. The gas station was open earlier, 1 hour before I drove in. The say before grand opening. It was great I was able to fill up and I was thrilled to have a new location. My comments to many people have been, well, I bet Sam's Club is nervous given Costco is now in their town.

I met Art the new GM while at the MN State Fair at the promo booth for WOODBURY new location. He had been transferred to the new store from Burnsville. John (he had become more snippy over time) the GM at Maplewood was transferred back to Burnsville as GM to replace Art. HENCE, the new GM Mike at Maplewood.

I heard great things about him from one of their long-term employees. This employee Jim?, gas station mgr and very good at job from tactical to strategic and customer service, was very complimentary of Mike and Mike's working up the ladder from front line to now GM.

Anyway, is this type of customer experience (CX) being trickled down from upper management, including Seattle HQ? I found this is open the issue due to a disconnect between frontline "reality" and those is the glass offices. I had hoped this would not be the case with Costco.

So, my suggestion:

https://www.getfeedback.com/blog/customer-experience/

Moreover, I have been a STRONG supporter of brick and mortar stores. Especially, those companies that also have a dot com arm.

https://www.investopedia.com/news/costco-sinks-amazon-fears-overshadow-results/?lgl=rira-baseline-vertical

Hum.. and to think I had considered working at Costco. Thank heaven I didn't do that because I am obviously crazy! AND I guess if a customer wants to have at least a good if not great CX, then YES, call me crazy for wanting to have above average quality, great customer service, normally a great return policy... so if I am crazy for wanting that, that's fine. I am sure there are other companies out there. NOTE by 2020 CX will be the determining factor for customer retention, brand, goodwill, BUT it was predicted that 2017 would be the start-up/ramp-up of the companies that really want to be the best rated. Maybe the writing is on the wall.

NOTE. I also like Costco because of their dedication to employees, holidays, BUT it seems as though some of the employees think THEY are making a great salary/hourly because they are superb. Confused, they make a great rate because they are supposed to be providing superb CS. Cart before the horse.

Guess I will start packing up items purchased there (Guess refund on 4 tires not doable ) because one of the reasons to buy from COSTCO is the return policy. BUT this return policy is ONLY applicable if one is still a member. CHURN..well guess that loyalty plan I had in mind is futile now. Better return..

Thanks!

I was one of the first customer who mention that their credit/debit card system was down. I had used 3 cards (2 credit and 1 debt ) and I received the same error message (check bank error) I knew it was their system after I tried my debit card. I asked if I could go to another register since it seems that the one I was using did not work. The cashier tells another worker to come who may be one of the manager named Jose or Joseph (5'5 Asian guy in his late 30s) and starts mocking "they think our system is down and wants to use another register" ( in a tone that it would be impossible for their system to go down) Jose voids our transaction then goes the next register and opens a new line for people to pay. We thought he did that for us since we wanted him to ring us up again. As I was standing in front of the register he tells us "you need to stand in the back of the line" I asked "why ?" Since we had already stand in line and we could not pay. Jose replies "because you think our system is down" I responded "but I used three different cards you're system is down" after my response, I hear everyone else around having the same issue. No one could use their debit or credit card. Jose and the cashier had finally realized what I have been telling them. I ended up waiting for a bit but during that time I didn't receieve any apology for their reactions/actions. Another associate had to help me since Jose didn't even try to make any eye contact or try to assist me again. I really felt disrespected last night. If he was a manager he should've handled the situation more professionally.

The costco in Los Feliz used to have amazing service but recently they've been a bit rude. A fellow family member of mine was handing the cashier the money for our purchases and she refused to take it because he didnt have his own membership, she began being very rude and getting a manager who didnt do anything helpful either. Other customers even acknowledged the situation and told her shes being ridiculous. On top of that they were trying to force us to get another membership which we clearly didnt want. Very upset with the whole issue.

On 11/17/17 I was at the El Centro warehouse because I really needed diapers. the debit/credit services went down. I was waiting a few minutes to see if systems would go up because I overheard employees saying they were working on getting them back and running. As I was waiting an employee approached us and stated that only cash and check were being accepted and I said ok. A minute later the same employee came to us and said if we were not going to pay by cash we had to leave because the warehouse was closing. It was only 8:35. So I pushed the cart to the side while others were watching and going around us to pay. It was beyond embarrassing to have to leave the cart and walk away. I felt as if I was being kicked out from the warehouse, which is unprofessional. I basically wasted an hour and a half shopping for necessities to just be forced to leave the cart and leave the warehouse.

Went shopping at local Costco warehouse at Kahului 96732 tonight and could not pay for my purchase with an approved debit card / credit card. Only forms of payment being accepted was cash / check. No signs were shown at entrance or at register area. I found out before clerk was going to scan my items. The register clerk explained that their system is down and could not process any other payments and only could accept cash / check. The atm in the store must have had over 20 people inline retrieving cash to complete their purchases. I have spent over an hour of shopping in store. There should have been some type of signage / message over PA system to indicate a problem with their payment processing system. I was very upset at how the situation was handled. Any information would have been better than finding out when I am ready to pay for my items. I have been a customer at this Costco since 12/2001.

Ordered a leather recliner for delivery to my home. Received tracking information, and a call from the delivery service that said it would be delivered late afternoon on Friday, a week ago. At 4:30pm on Friday, they called and said it would not be delivered, they had truck problems. Promised to call Monday to reschedule. No call back on Monday or Tuesday, so I called them on Wednesday and they promised delivery within the next two days, they had manpower problems. Said they would possibly deliver Thursday, but it would for sure be delivered by Friday afternoon.
The second Friday at 4:20pm and still no delivery, I called them. "We are not delivering that today. I meant to call you..." Bottom line, I stayed home three of the past 8 days for this delivery. I'm in a rural area, and I understand that deliveries are scheduled with regard to logistics, but the lack of communication from this Costco contractor is inexcusable.

Store #658
3250 W. Grantline Road Tracy, CA 95377

Date of incident: Nov. 16 2017 @ 13:14
Cashier: Eric W.

I was at the register, finished putting my groceries on the conveyer belt but forgot to place a black separater when I realized and was about to say sorry I didn't put a separater when Eric the cashier interupted me while angrily and rudely replied, "Next time you need to put one of these down to separate your stuff." while forcefully putting one down in front of my groceries when he had already finished with the previous customer. He then made a quiet remark "You just had to leave the toilet paper on the bottom...my back is already hurting and now I have to bend over to scan this sh**" This is terrible customer service.

I live in Skokie IL, where I frequently shop at the Costco. Tonight I was waiting for my daughter who was at volleyball practice in Glenview IL #348, so I decided to stop in and grab a few things I needed. At the checkout line I placed some items on the belt and left my bigger items in the cart after I made sure the items were organized neat and barcodes were facing up making it easy to scan for the cashier. Now I didn't have much in the cart just some baby wipes, toilet paper, Clorox wipes and some mandarin oranges. All in which fit very well with space where he could see there was nothing else in the cart. The cashier's (Onix O), only words he spoke to me were while he was scanning the lady's things who was in front of me "where is your membership card". I handed it to him with a smile he then finished that order. He then looked into my cart sighed grabbed the oranges and Clorox wipes and threw them on the belt and moved the baby wipes and toilet paper to the exact same spot they were in just in the other side of the cart, ok fine I get they have to watch for shop lifters. What bothers me is the whole time I'm being waited on he was rude had an angry look on his face barely made eye contact, huffed and puffed and acted as if I was bothering his evening. As he handed me my card and receipt I said "thank you, have a good evening" and he didn't even acknowledge me, he proceeded to start scanning the next customers items. I understand people have bad days, but it should not interfere with your job especially when you work in customer service. I have never had such an experience with a Costco employee being so rude.

I made a purchase on 11/8/17 and I was expecting to receive it on 11/15/17; and after waiting until 7pm, the UPS tracking showed "return to sender, as sender request", I called twice to Customer Service, never got an answer and the great courtesy option was a refund... That is not a courtesy of good Customer Service, that is my right after your company screw my purchase and now they told me, items are out of stock... Customer Service was poor, and lack of knowledge, and as a member, at least a courtesy email would be nice instead of make me wait the whole day.. I would not recomend to use Costco.com to anybody.

My family I just left Costco in Jacksonville, Florida after spending $734 worth of groceries and other house stuff; the cashier was very rude while checking out.

She had a tone to her voice, maybe she had a bad day and ready to leave.

She simply had attitude

- she was telling our kids to stay on the other side in a mean way. She could have been way nicer
- one item was damaged, we asked to replace and she said she'll do later when done and us to wait

We just spent over 700$ and would at least expect some courtesy

I visited the Tire Center in Nashua, NH yesterday 11/14/2017, to get my snow tires put on. As a long time Costco member, I had problems with the service there and need to tell you about it.

I called to get an appointment, and was told that it would be two weeks or more to do that, so I came on a 1st come first serve basis, to get this work done. I understand that I will have to wait for the job to be done, and am ok with that.

The problem I had was that the service person there, only handles one customer call or person at a time. But additionally, you only get served if you stand in line at the counter. With the amount of business there, and especially with my physical problems, this presented many problems and made it very hard on me. I saw that my car was finished and walked back into the tire center to get settled and get my keys. The Service person was working with someone else so I sat down. Then several others came into the center, and calls came in, and before I know it I am about 6 or 7th in line just to get my keys. I have bad back problems where my bones push on my spinal nerves when I stand, so it is very hard for me to stand for more than a few minutes. That is why I had to sit down. The service person never acknowledged that I was there, and was totally focused on one thing at a time. I also really had to sit down, because I had waited about 2 hours in the store and unlike usual, there were no sofas of other comfortable chairs there to sit on--too much Christmas stuff instead I guess.

The net result is that I just can't deal with this poor customer service any more. I guess if I have to pay more to go to a place where they will acknowledge me (and any customer that comes in), then I guess that is what I will have to do. This problem is really bad for me because of my disability, and it is also frustrating that the service person doesn't notice cane and need to sit down and help me. Going elsewhere that costs more is also hard as I can't work and am on a very limited budget.

I don't understand why your service personnel aren't trained to handle things better. Can they really only handle one thing at a time now matter the amount of people that enter the center? Many are there to get new tires which takes 15-30 minutes, while others are just dropping or picking up their car. Why not ask who is there to just pickup their car that the work is finished on? Why not greet people, acknowledge them, ask in general what they are there for? If that can't be done, then why not have a ticket system, like deli departments in the grocery stores, where I can take a ticket and not be ignored because I have to sit down and can't stand in line for 30-45 minutes to get some attention?

I now have 2 sets of tires for my Jeep that I bought there so making a change will take time. I hope you can make some customer service changes. It hasn't always been this bad in the past.

Sincerely,

Stuart Morgan

I have a trip coming up so I need my tires replaced. I went to Costco last Thursday, Nov, 9, to make the order.
I was concerned about whether the tires will arrive in time and the associate at the tire center promised me it will arrive in one or two days, top.
I heard nothing on Monday so I called again. A (presumably) different associate at the tire center promised me AGAIN they will be there in time.

After several calls (which no one answer at all), I learned today that the order is not properly made at all and the tires will not arrive before my trip!

My plan is entirely disrupted. I am angry because I called so many times and got nothing but fake promises and empty words.

Hope I dont die on the road due to the tires...