Costco Customer Service Issues

Hello, I recently bought 4 tires and was informed that payment was required upfront. Although our installation date was set for Feb 12, we later learned of a promotion offering tire installation for a penny, saving $59.96. Despite asking about applying the discount, I was informed it was only valid on Feb 13. When I inquired about a refund to take advantage of the savings, I was told it wasn't possible as our installation date was imminent. As a military member with a family and limited income, I was hoping to benefit from the promotion for the safety of my loved ones. I'm puzzled by the denial of a refund for a purchase made before the promotional period. Your refund policy indicates full refunds are allowed, except for certain cases, but I was refused due to the pre-scheduled installation. I appreciate any assistance in resolving this matter. Thank you.

I'd like to share my recent experience at the Lafayette Costco tire center. My wife and I used to live in Lafayette but moved to Alexandria due to a job transfer. Despite the 1-hour and 45-minute drive to Costco, we maintain our membership due to the exceptional service at the Lafayette store. We recently had a tire issue in Alexandria. Although we normally would have gone to Costco in Lafayette for help, we opted for a local shop. They only used a plug, which occasionally leaked. Wanting it fixed properly, we brought the car to Lafayette Costco on February 20, [redacted]. I spoke with Jordy and later Joy at the tire center. Joy informed me that because I had gone elsewhere first, the warranty was void and they couldn't assist. Her demeanor was cold and lacked compassion, unlike the usual excellent service we receive. Despite the disappointing experience with Joy, I appreciate the great service from other Costco employees. My encounter with Joy fell short of Costco's usual high standards. Thank you for listening to my story.

Hello, My name is Olga Ladokha. I need to raise some issues with my recent order #[redacted]04. Today, I received my King Size Bedroom Set. However, there are a few problems: 1. The headboard sent was a queen size instead of a KING size as ordered. 2. The dresser's mirror arrived broken and was not included. 3. One of the nightstands has glue marks on the front that I cannot remove. Due to these issues, I had to take a day off work for the delivery, and now I will need to take another day off for the replacement items. Is it possible to send the mirror and the correct KING size headboard separately for me to assemble? I would appreciate it if you could compensate for these inconveniences, possibly with a discount. Thank you.

Dear Representative, I purchased a Costco membership ([redacted][redacted]) through Groupon in [redacted]. At the Wheaton, Maryland store, I was encouraged to upgrade to the executive membership with a promise of a refund if the higher rebate percentage did not cover the extra cost. I have received rebate checks now that the membership has lapsed but have not seen the promised refund. I am seeking clarification on the legitimacy of this offer and would appreciate a rebate covering the cost of a regular and executive membership if valid, or an adjustment to the cost I would have paid with a regular membership. Thank you for your attention to this matter. Regards, Andrew A.

Today, I had an experience at one of the Costco stores. In the past 10 years, I've always shopped without needing to show my member card. Honestly, I'm not a member, but many employees at the Miami Gardens, Florida store don't usually ask for a card. Today, like always, I went in, even invited a friend to have a hotdog with me. While I was about to eat, a manager named Annie approached me and informed me that I couldn't purchase food without a membership. It was surprising since many employees around didn't require it. The manager's attitude was not very kind; my mom got upset, and we left. I believe all customers should be treated equally and with respect, following the company's policies while maintaining courtesy.

I have been a loyal customer of the Costco Warehouse on Gingerwood Drive in Wilmington, NC for many years. My experience with the Costco pharmacy changed drastically due to an encounter with an employee named Mark Nash. Over the last six months, my wife and I have been dealing with the aftermath of Hurricane Florence and working hard to rebuild. On Sunday, March 17th, [redacted], we stopped by Costco to pick up a prescription. Despite not having our membership card with us, we usually explain at the door that we are there for a prescription and are allowed in. However, on this particular day, the door guard was engaged in a conversation and did not let us in. Upon realizing the pharmacy was closed, we roamed around the store, trying samples. Unfortunately, a bad sample led to an unpleasant confrontation with Mark Nash, who accused us of pretending to be members and being dishonest about picking up a prescription. He embarrassed us in front of other customers and continued to humiliate us as we left the store. His behavior was unacceptable and has led me to vow never to return to Costco for prescriptions or renew my membership.

I am disappointed with the online patio furniture order process. I placed the order on 3/15. Unfortunately, one box arrived damaged via CEVA without any prior notification, resulting in me having to refuse part of the delivery. Upon contacting Costco on the delivery day, 3/25, I learned that the delivered part couldn't be used alone and had to be returned with the whole set. Initially, I was assured that the return and replacement would be completed by 3/29, but now I'm being told that this timeline can't be guaranteed. This is concerning because I need the large box removed from my garage and the furniture by 3/30. Despite my clear communication on 3/25, I'm facing delays and getting inconsistent information, including being told an escalation would take 24-48 hours. There have been multiple missed opportunities to prevent these issues!

My clothes dryer stopped working this afternoon, a Samsung product purchased in January [redacted]. Despite providing the purchase date and item number, I spent almost 2 hours on the phone without the receipt. They require the receipt from Costco before proceeding. This is the first time I've had to wait for a response from Costco, where we shop frequently both online and in-store [redacted] miles away. I'm disappointed with the delayed service for my dryer. They mentioned I would receive options via email once Square Trade gets the receipt. However, I am uncertain about when the repairs can be scheduled. I believe Costco should promptly provide the receipt to Square Trade to ensure timely service. I usually expect better service from Costco, as we consider them the seller, not Square Trade. I hope Costco can expedite this process, as I'm eager to have my appliance repaired without further delays.

I am writing to share a concern regarding Costco Pharmacy and the availability of loperamide compared to competitors like CVS. Despite FDA recommendations to restrict access to loperamide, CVS continues to offer bottles of [redacted] pills without requiring ID or a pharmacy interaction. It is concerning that CVS stocks these regularly, allowing customers to purchase large quantities with ease. Although CVS's prices are significantly higher than Costco's, I would appreciate if Costco could consider reverting to selling its own bottles of [redacted] pills. As someone who needs to manage post-radiation proctitis with loperamide at a higher dosage, the current 36-pill package only lasts me 12 days, which is inconvenient. While I am willing to show my ID for the purchase, the limited quantity per package at Costco poses a challenge for individuals like me who require larger amounts. Thank you for your attention to this matter. Best, Cyril B.

Hello, I'm Saba. I enjoy your bakery items but would like more information about them. Regarding the use of ethanol or ethyl alcohol as a solvent in flavor ingredients, it may not be listed on the packaging. To know if these ingredients were used, your QA or Technical service department would have that information in the flavor specification provided by the supplier. Please contact them to confirm the presence or absence of ethanol or ethyl alcohol as a solvent in the flavors. The same inquiry applies to the use of any kind of animal fats in the mentioned bakery products. Thank you.

I purchased a greenhouse on 4/17 and the vendor reached out on 4/18 about the shipment. However, it appears the item listed online was different from what was going to be sent. Despite extensive discussions with customer service, it seems the incorrect information was indeed provided by Costco. Unfortunately, the agent I spoke with was unable to honor the initial offer. I am looking to obtain the greenhouse I initially ordered at the advertised price. It has been challenging to find someone with the authority to address this matter. If I can't resolve this with Costco, I will reach out to the Better Business Bureau for assistance.

Yesterday, on Saturday, I visited the Costco in Toa Baja, PR. I saw a product labeled at 59.99, but at the register, they charged me [redacted].00. I went back to where I found the item and took a photo of the area with the labeling. When the assistant manager came over, they had already removed the incorrect price label and claimed it was for a different item. They seemed unfamiliar with customer rights and PR laws. I can provide a photo of the product area with the price. I am interested in the item, but the assistant who helped me was uninformed about pricing laws in PR and how to handle such situations. Can someone reply to me? Thank you.

I had my installation on Thursday, but the 4th TV couldn't be set up. I've had trouble getting callbacks and been transferred around. I hope they're coming back this afternoon. I need them to call my husband before they arrive. My husband's number is [redacted], and mine is [redacted]. The DirecTV work order is [redacted]61. The Costco customer service phone tree has been frustrating. You can reach them at [redacted]. I also had to call a third-party escalation number at [redacted]. I lost my Costco card, but they can find my information using my phone number and order details.

I would like to express my disappointment with Norwegian Cruise Line regarding my recent trip on the Pride of America booked through Costco Travel. Our group of six was let down when the ship skipped the stop at Kailua/Hawaii (Kona), a key part of our itinerary. We were looking forward to this visit, and the alternative of spending an extra day in Nawiliwili with limited activities was not ideal. This experience stands out as different from past missed ports due to weather conditions. The minimal credit provided by NCL did not make up for the missed opportunity. I have booked all three rooms through Costco Travel, and I plan to share this feedback with them as well.

I am unsure who I need to speak with regarding the delivery policies of your company. I recently spoke with Lorraine from UPS at extension [redacted], reachable at [redacted]. I placed an order for a 12x14 yardistry Gazebo from Costco for my son, A.K., and she insisted that someone be available to aid in unloading the delivery between 10am-4pm. Due to my son's military commitments and his wife's pregnancy, he can't be home until 6pm. After negotiating, the delivery is rescheduled for next Wednesday, May 8th, a week later than planned. Lorraine mentioned they will not drive down their driveway but leave it at the end, which is about [redacted] ft away. Is this in line with Costco's delivery policies? UPS tracking number is [redacted]54.

As a long-standing Costco member who recently upgraded to Executive benefits, I typically choose to fill up my gas at the Costco in North Las Vegas due to the competitive prices and quality fuel they offer. However, I was taken aback today when I noticed that the gas prices were unexpectedly higher than surrounding gas stations. In fact, the prices were significantly higher compared to the Costco business center and another Costco location on Pavilion Center. Seeing a $0.15 difference caught me off guard, especially with Regular and Premium gas prices being only $0.02 apart. This price inconsistency is concerning and needs to be addressed.

I reside near Sherbrooke, Quebec and have been a loyal Costco member since [redacted] when it was Club Price. Having moved from Montreal to the Eastern Townships upon retiring 7 years ago, I miss the standard of a "REAL" Costco store that I am used to. The Sherbrooke location is disappointing in comparison due to its size, limited parking, and lack of a pharmacy. Despite Sherbrooke being the 4th largest city in Quebec, smaller cities have superior Costco stores. I have expressed my concerns with no real resolution. When will Sherbrooke receive a proper Costco? After years of promises, it's time for a change. I believe as a devoted customer of over 30 years, I deserve a satisfactory response. Thank you for your attention to this matter. Ken M., Tricom Inc. Executive Member

Subject: Quality Concern Regarding S & W Organic Black Beans I am disappointed to have to bring this to your attention. I was excited to come across your S & W Black Beans at my local Costco in Tustin Marketplace. I was drawn to the organic, non-GMO, and low sodium qualities, along with the simple ingredient list of black beans, water, and sea salt. Unfortunately, after enjoying a meal of homemade tacos made with your black beans, my wife, who is highly sensitive to preservatives like sulfites, experienced severe gastric distress. This reaction leads me to believe there may have been some presence of sulfites in your product, despite the stated ingredients. It's crucial for companies to be informed of such issues by their customers. As a result, we will no longer be purchasing any S & W products in the future. This experience serves as a warning for others, like a "canary in the mine shaft." Sincerely, Charles W. 46 Brookmont Irvine, CA [redacted]

Regarding order: [redacted]55 I have encountered multiple order fulfillment failures and received inadequate order cancellation emails from Costco over the past 3-4 weeks. This situation has caused significant delays in finalizing my order, necessitating manual intervention by the Costco Fulfillment Team and countless hours on the phone. Despite my efforts, the lack of follow-up from Costco has been frustrating. After facing unresponsive Chat support, I only managed to complete my order after numerous calls and extended hold times. The resolution finally came when the Costco fulfillment team manually accepted an address after much back and forth. To add to the frustration, I was given unhelpful advice by service representatives, including suggesting outdated addresses and making me wait excessively for responses. The compensation offered was inadequate considering the extensive time and effort I have invested in resolving this issue. Other online retailers like Amazon and PayPal handle address issues more efficiently. I was even advised to change my address with Customer Membership, which seems unnecessary and reflects poorly on Costco's customer service standards. Despite speaking to supervisors and spending hours on the phone, the resolution is still pending. The lack of meaningful compensation and inconveniences I have faced highlight the need for better customer service practices. I appreciate the supervisor who promised to call me back, an action that shows some level of consideration. However, the overall experience has left me dissatisfied, and I hope for a prompt and satisfactory resolution to this ongoing issue.

As a dedicated executive member Costco patron for many years, I usually trust the freshness of the fruit and produce I purchase. However, my recent experience on Wednesday was quite disappointing. The grapes I was interested in had mold in various containers, making me refrain from buying them. Additionally, out of the 14 Gala apples I purchased, two were bad. I took the time to inform a staff member in the produce section and also called the Teterboro store to address my concerns. The manager I spoke with was understanding and promised a refund. Despite the agreeable response from the manager, this incident has shaken my confidence in the quality of products Costco offers. I sincerely hope that the necessary steps can be taken to regain my trust as a loyal customer. Thank you. - Janice H. (executive member customer)