Costco Customer Service Issues

I recently bought two three-packs of Nutrogena Rain Bath that were advertised on sale in a flyer. I initially hesitated when I arrived a day early to purchase them, but the staff encouraged me to go ahead, assuring me that I could get a refund within 30 days with the receipt. When I tried to get my $10 refund within the 30-day window, the store stated that the sale had ended the day before, and they couldn't process the refund due to the coupon expiration. Despite my timely return and following the store's policy, they refused. I hope this feedback reaches the staff to avoid misleading customers. This experience left me very disappointed, especially since I also made additional purchases totaling over $[redacted]. I am reconsidering my Sams membership due to this incident. I reside in Fargo, ND.

My spouse and I had a challenging experience at the Gig Harbor store tonight. There was some confusion about a situation involving a belt and the checker, Lupe, that led to an argument with Jacob, the assistant manager. Another staff member named Jessie got involved and called the manager, but unfortunately, no resolution was reached. After waiting for a manager who never showed up, Rick and Jacob spoke to us. Eventually, on the phone, Jacob defended his staff and insisted they reviewed the video and found no fault with Lupe. However, my spouse pointed out that the video didn't have audio, which seemed to defend the employee without hearing the full context. We just wanted to share our disappointment with this experience as long-time customers. The revolving door of employees at this location is concerning, and we believe better treatment and communication with customers are essential. An apology would be appreciated.

Hello, I would like to update you regarding the order my husband placed on December 7th for the D'Tangnan Food Lover's Gift (item # [redacted]) with the order number [redacted]04. After contacting customer service on Sunday, we were informed by a helpful representative that due to an address mix-up, we needed to cancel and reorder the item. We have already resubmitted the order, but the package was still shipped to the incorrect address. We have been told we will receive a refund once the package is returned. We are now wondering whether we should retrieve the gift basket from our local Costco upon its return. Thank you for your assistance.

I encountered heavy traffic and crowds at the Costco parking lot in Pompano Beach, Florida, as I headed in to renew my expired membership card in November. While waiting in line for customer service, I noticed some inefficiency as employees seemed distracted. Despite my attempts to seek assistance, the staff failed to prioritize my renewal and refund questions. Their lack of attention and inability to accommodate my need to shop that evening left me disappointed. The unhelpful attitude displayed by both the manager and membership assistant was disheartening, especially considering Costco's reputation for excellent customer service. The whole experience was frustrating and inconvenient, leading me to contemplate shopping at another store to buy the items I needed that day.

I bought my Christmas tree from Costco this year, and it's been a major letdown. Since the trees are wrapped up, you can't see exactly what you're getting. I've had multiple people comment on how bad it looks even after putting a lot of effort into decorating it. I even recommended Costco trees to my daughter, only to find out she's also unhappy with hers. Despite buying trees from Costco for the past five years, this year's experience has been the worst. I noticed they reduced the price from $41.99 to $29.97, probably because the trees weren't selling well. I asked if I could get a refund for the difference considering the disappointment, but my request was denied. This all happened at the Costco in Niles, Illinois.

I visited the Burlington Costco this evening to return a faulty showerhead. The customer service representative initially claimed it was incomplete, although it was complete, but she couldn't figure out how it assembled. She couldn't find a brand name on the showerhead and refused the return for that reason. Despite my explanation that it was a "Kohler Magnetic" model, she abruptly ended the conversation. I felt humiliated as she made it seem like I was trying to return an item not purchased there, in front of other customers. This experience is unacceptable, especially as I'm left with a broken showerhead bought from your store that I can't return. As a loyal executive Costco member, this treatment may lead to the end of my membership. I'm disappointed and embarrassed by tonight's incident. I seek a refund for the faulty product, but I'm disheartened to learn that Burlington Costco doesn't adhere to Costco's usual return policy. Thank you for listening. Regards, AC.

I reserved a limited edition car on the first day reservations opened, only to wait over 2 years to receive it. Recently, my car was hit in a Costco parking lot by a Costco employee driving a customer's truck. Even though the Costco representative, Mandy Bancroft, admitted fault, Costco refuses to take responsibility due to the driver's claim of using the horn. This lack of accountability is disappointing coming from a company that prides itself on customer service. As a longtime Costco customer, I am shocked by this treatment. I await your response. Sincerely, N.H.

The photo service at a store in [redacted] is experiencing issues unrelated to the sales reps. When comparing to other stores, especially those in the LA area, it appears that there are equipment or system problems. The stores in LA seem to offer more options such as quicker service, cropping, downloading, transferring, etc. When questioned, the reps mentioned all stores have the same equipment and services, but breakdowns occur more frequently in this store than in the LA area. I would like to know if the systems and services are consistent across all Costco stores with a photo department. Apart from this issue, I have no complaints about Costco photo service. Thank you.

I visited the customer service desk to get a temporary pass as I forgot my card. Upon arrival, I noticed there were several staff members, with only two assisting customers while the others chatted. Specifically, there were two men - an overweight balding man in glasses in a black top, and an elderly man in a green shirt with white hair. Despite my presence, they continued their conversation until a woman suggested they help me. I felt disregarded and invisible, especially since my daughter was with me. Even when one of the men, Scott, finally attended to me, there was no apology for the delay. Costco's customer service experience left much to be desired.

I purchased a set of hearing aids from Costco in January [redacted] to improve my hearing during conversations, but unfortunately, they have not met my expectations. While they amplify light switch clicks and outside noises well, they do not enhance voices as I had hoped. Due to an ear infection unrelated to the hearing aids, I had to stop using them for approximately 4 months. Despite resuming use after recovering, I still find the hearing aids inadequate for my needs. I respectfully request a refund, even a prorated one, as I have been a loyal Costco customer for over 35 years. Sincerely, Mike Crockett.

My membership number is [redacted]00, and I reside in Staten Island, NY. In July, I bought a Samsung TV believing there was a $[redacted] rebate without needing to fill out any paperwork, as explained by the sales representative. However, in November [redacted], I received a letter from Costco saying I had not applied for the rebate. Despite my efforts to resolve this by calling, I have been told it is now too late to receive the rebate. I am confused as to why I was informed via letter to apply for the rebate only to be informed later that it is too late. Additionally, why was I misled to think I wouldn't need paperwork for the rebate? I am seeking assistance with this issue as I am uncertain how to proceed. Thank you, Frank DeFino.

Yesterday, December 22, I purchased red snapper fish from the Costco located on Route 70 in Brick. Unfortunately, upon opening the package at home, I discovered the fish smelled so rotten that both my husband and I began to vomit from the odor. We promptly returned the fish to the store, where even the manager and employees were affected by the smell. Despite this, the store continued to sell the spoiled fish, and my sister unknowingly purchased it and fell ill as a result. I contacted Costco today to inquire if there had been any complaints about the fish yesterday, but was informed there were none. I believe there should be better customer service in situations like this for the safety and satisfaction of all customers.

Dear Costco.com Customer Service, I am writing to inform you that my recent order, number [redacted]16, is being sent to the wrong address. The correct shipping address I provided is for William Geb at [redacted] Enrica Lane, Walnut Creek, CA [redacted]. Unfortunately, the order is being sent to my home address at [redacted] Jackson St in Ventura. I am currently staying at the Walnut Creek address where the delivery needs to be made. I have been unable to reach customer service by phone and would appreciate it if you can confirm receipt of this email and update the shipping address promptly. If this cannot be corrected, I will need to cancel the order. Thank you for your assistance. Sincerely, John Geb

Costco Online Order Number: [redacted]30 I bought a Samsung 5.8CuFt GAS Slide-in Stainless Steel Range (Item # [redacted]) on Nov 15, [redacted]. Innovel delivered it on Dec 19. A Plus Installation LLC attempted to install it on Dec 20 but couldn't due to truck space issues, leaving my old range on the front lawn. They promised to return to pick it up, but it hasn't been done yet. With a Christmas party approaching, my lawn looks messy. I've tried calling A Plus Installation LLC ([redacted]) multiple times, but no response. Can you assist in reaching out to them to remove the old appliance before Christmas day? Your help would be greatly appreciated.

My 17-year-old daughter and her 18-year-old boyfriend went to the Lancaster, Pennsylvania Costco on December 29 around 11:30am with my permission note. Despite this, when she tried to make a purchase, the cashier Mario and bagger Ryan were extremely rude to her, embarrassing her and asking her to leave the store immediately. I called the store and spoke to a manager who was unhelpful and dismissive of my concerns. When I went to the store in person, the situation did not improve. I tried to address the issue with Ryan and later with the manager, Charmaine, but both were argumentative and unapologetic. Their behavior was disrespectful and unacceptable. Despite being a long-time Costco member, I am disappointed with how my daughter and I were treated and will likely switch to BJ’s instead. Customer service training is definitely needed at this location.

Update: I encountered another issue with a different card, resulting in over $[redacted] being held without explanation. Despite numerous attempts through emails and phone calls, including the intervention of Neal, the problem persists. Update: Regrettably, the problem remains unresolved. After assistance from a helpful representative who placed a new order using a special override, the issue continued with Loss Prevention causing further delays and cancellations, with holds of over $[redacted] persisting. This ordeal has been incredibly frustrating, causing me to question renewing my membership. The successive cancellations of orders, including order numbers [redacted]29 and [redacted]53, totaling over $[redacted] each for a laptop, have left me unable to shop elsewhere due to the funds being held by Costco. The inability to resolve these issues has not only affected my holiday plans but has also deprived me of opportunities to shop elsewhere for desired laptop deals. It is disheartening to see Costco mishandle funds and cancel orders without providing sufficient explanations.

During a recent visit to the Tumwater, WA Costco on Sunday, 1/13/19, I experienced unpleasant interactions in the clothing department. Instead of being greeted with offers of help or being left alone, I was subjected to judgmental comments from the female staff. As I looked at small-sized flannels, one employee commented that I must be searching for a size they don't carry, based on my choices. This assumption was unnecessary and hurtful, considering she didn't know if I was shopping for myself, my husband, or someone else. A simple question like "what are you looking for?" would have sufficed. This incident left me feeling disappointed and unheard. I believe Costco employees should provide better service by asking relevant questions to assist customers efficiently. The weight discrimination and lack of helpfulness I encountered have left me considering not renewing my membership. It's disheartening to receive such treatment from a store like Costco.

Regarding the January Costco ad, I reside in Sun City, AZ, and have been searching for Skippy Peanut Butter. Despite visiting multiple locations, I have been unable to find it. The frustration of driving around without success has been disheartening. Today, I checked another store and they were out of Skippy, mentioning the possibility of it being at a different warehouse or location in Avondale. Unfortunately, even on my last attempt today, I couldn't find Skippy. I was informed that Costco may no longer have a contract with Skippy, impacting my ability to purchase a product essential to my dietary needs as a diabetic. I noticed it is available online with a shipping fee unless I meet a minimum order requirement, resulting in wasted time, money, and frustration. If possible, I would appreciate receiving a few jars of Skippy and a gas card to compensate for the inconvenience. Sincerely, a loyal Costco member since [redacted], Deborah from AZ. Thank you.

I have been a dedicated Costco member for several years. During my recent visit where I purchased a variety of bedding items, I observed that the staff did not transfer the items from my cart to another. Upon exiting, the receipt checker only briefly glanced at my cart, made a quick mark with a pen, and bid me a good day. To my dismay, a few days later, I realized that I had not been charged for one of the items I bought. As someone who lives far away and does not frequent Costco often, this oversight was frustrating. It is crucial for the company to ensure that their employees adhere to proper operational protocols.

I purchased lobster bisque and pineapple bacon sausage from Costco warehouse recently. Upon checking at home, I discovered that the bisque expires on Jan 30th and the sausage expired on Dec 16th. Unfortunately, I haven't been able to return to the store due to my truck breaking down and being ill with a sinus infection since my visit on Jan 29th. I promptly froze the items. Can I still return them? I have photos of the expiration dates if necessary. I prefer a refund or store credit as I am concerned about the quality of expired meat and seafood. I can provide my Costco membership number or verify through my email. Any guidance on this matter would be greatly appreciated. Thank you for your assistance.