Costco Customer Service Issues

I had lunch at the San Luis Obispo Costco today (8/4). I've been eating there monthly since the store opened and always found the food to be great and reasonably priced. It's convenient for running errands. Today, there was a difference. They ran out of my favorite combo pizza for the first time, and the substitute pepperoni was not as good. The real issue was the frozen mocha my wife ordered. She has had it many times and liked it, but today it was more like a warm sludge, not frozen at all. An hour later, she felt sick and still has an upset stomach four hours later. We have been Costco members for years and love the San Luis store, but we might not eat at the food court again. With all the recent changes, we hoped Costco would be a haven in the challenging time of the pandemic.

Dear Concerned Party, We appreciate the chance to visit your stores in Boise and Twin Falls, Idaho. We consistently find high-quality goods at your locations. Despite enjoying our shopping experiences, we are displeased with the mask-wearing mandate starting in early [redacted]. We believe it poses health risks to both customers and staff. Our belief is that the Covid-19 situation is exaggerated by liberal groups seeking to control people's lives. Due to these regulations, we have chosen to shop elsewhere for months. Unlike other businesses, Costco requires a membership fee, adding to our frustration. We request reimbursement for the months we have missed shopping at Costco. We look forward to your response soon. Best regards, R. and W. Von der Heide, Boise, Idaho

I purchased three sets of knives for three upcoming weddings from costco.com. Each set costs $[redacted]. The order number is [redacted]51. According to UPS tracking, the items were delivered to my house on Monday, August 24, [redacted]. However, despite being home all day, I did not receive the delivery. After contacting UPS, they advised me to begin a claim, but they mentioned that the claim process should be started by the sender, in this case, Costco, not the recipient. I am reaching out to inquire about the procedure for Costco to initiate this claim on my behalf.

I visited Costco today to buy Tylenol for my arthritis. I had 4 bottles in my cart, but the checker informed me I could only purchase one. As a senior with severe arthritis and only one kidney, I rely on Tylenol and cannot use Ibuprofen products. I took the 4 bottles thinking they would last me until Thanksgiving. I suggest Costco clearly label items with purchase limits rather than leaving it to the checker's discretion. Additionally, I was overcharged for a box of masks. The sign indicated 12.99, but I was charged 15.99. I plan to return the masks for a refund. I prefer to resolve issues through customer service by phone, and I hope to get my 3 remaining bottles of Tylenol.

I used Instacart for a Costco order in Los Feliz, Los Angeles on September 2nd. There were several items with upcharges on the receipt, higher than the prices seen in the Costco shopping cart on Instacart. For instance, the Prime Beef Loin Tenderloin showed as $39.18 on the package but charged as $47.92, and the Prime Beef Ribeye Steaks priced at $57.88 were charged at $70.52. This exceeds an 18% upcharge. Despite holding an Executive Membership since [redacted], we did not receive our 2% annual benefit on this order. The total upcharge including the Instacart fees and tip comes to more than 20%. As seniors at high risk for Covid-19, we find the lack of proper social distancing measures at Costco alarming. We aim for a refund on the upcharges and annual benefit. Contacting customer service by phone proved challenging with lengthy hold times, highlighting the need for improved service.

I bought an adjustable bed, Item#[redacted], on 11/15/[redacted], with Vendor Reference# [redacted]. It came with a battery backup box that requires 4 9V batteries, instructed to be inserted only when needed for power outages. During a recent 19-hour outage, my bed got stuck in an upright position, requiring me to use the backup. However, the backup box had a "male" connection, like the bed's cord, whereas I needed a "female" connector to link them. Costco referred me to "Concierge Services," which led to no solution. I couldn't find the manufacturer's information to purchase the correct backup unit online, and the box I currently have is marked JLDP.10.[redacted].[redacted], Ser#[redacted]. Feeling disappointed with Costco for the inconvenience caused by this issue, I urge for a resolution as soon as possible. Best, S.T.G., Customer#[redacted]13 Address: [redacted] Park Ave, Puyallup, WA [redacted] Email: [redacted] Phone: [redacted]

I am very impressed with the Covid response described on the Costco website. Unfortunately, the implementation at the store I visited this morning was far less impressive. I went to the store in Parker, Colorado this morning during the senior hours. I arrived at approximately 9:15. There was a courteous man at the door who was wearing a mask and ensuring that customers entering were also wearing masks. However, whenever he needed to communicate, he pulled his mask down. Unfortunately, many employees I saw had their masks below their noses, which is not helpful. At the checkout, there was only one register open initially. A second register opened next to the first one, facing each other closely, making it uncomfortable for customers to maintain distance. It would have been better to open any other register to solve this issue. We spoke to Customer Assistance on the way out to share our concerns. The young man listened politely but seemed unwilling to address our issues. Overall, it seems the store employees are trying to follow mask requirements but lack proper understanding of how to wear them correctly and their importance. On a side note, the Costco website's Feedback link does not lead to anything.

I'm writing about my recent order on Costco.com, number [redacted]9. The initial delivery was marked as "delivered," but I didn't receive it. After contacting Costco via live chat with reference number [redacted]48, they arranged to send a replacement. A neighbor residing two blocks away returned the original package, which was mistakenly delivered to them due to a similar address ([redacted] versus my [redacted]). I informed Costco of the situation, but a long 88-minute wait time on the phone or in-store return line makes returning the duplicate item challenging. I value honesty and want to return the extra item, but the current process is proving inconvenient.

Costco's increasing political biases are creating a hostile environment. The bias in the book department and recent actions against conservatives are troubling. The recent move against Palmetto cheese due to criticism of BLM showcases the extreme political leanings. Supporting or cutting ties with vendors based on political beliefs may result in losing customers like myself. It's disappointing not finding a pro Trump book in the store, and the inventory has not been reliable post-Covid. - Mark Overberg, member [redacted]70.

Order # [redacted]47: On Thursday, 9/3, I ordered two items before 12 pm with a $3 fee for 2-day delivery. Expecting the delivery on Tuesday, 9/8, due to the weekend and Labor Day, I was disappointed to receive the items on Thursday, 9/10. When I contacted customer service via chat to request a refund for the $6 delivery charge, as the items were not delivered promptly, I was informed I didn't spend $75 on qualifying items for the service guarantee. The agent abruptly ended the chat without properly addressing my concern. I believe if a service is paid for, it should be delivered as promised without excuses.

I've always had trust in Costco and Kirkland products, so it was disappointing to have my first letdown recently. I typically enjoy Kirkland and LaCroix sparkling water but was disheartened by the overly sweet Kirkland Signature Sparkling drink I tried. It was labeled as Kiwi Strawberry in plastic 17 oz bottles, but the sweetness from Sucralose made me feel unwell. The bottle didn't mention this significant sweetener on the front, which was misleading. It only stated it had 0 calories, like other sparkling waters. I ended up wasting $8 on a drink that wasn't what I expected and made me feel sick due to the undisclosed sweetener.

During my visit to your Oldham store on Wednesday with a friend who will be making bulk purchases for two facilities, we had an uncomfortable experience at the checkout. While my friend was paying for his items, I was holding a baby gift separately to keep it clean. The cashier mistakenly assumed I was concealing something inside my bag, but I was simply carrying my handbag on the same arm. The way I was questioned loudly by Adele L made me feel embarrassed and accused of theft, which was completely unfounded. I suggest providing customer service training to staff to prevent such incidents in the future. I value my reputation and integrity and do not wish to be wrongly accused of wrongdoing.

We revisited the McKinney Costco Store to buy a leather love seat priced at $[redacted], which we had seen earlier that day. Two heart patients kindly assisted the salesperson in moving the item to the front for checkout. However, upon reaching the checkout, the staff couldn't locate our item and claimed it was sold to someone else who claimed to be us. We had to cancel our home delivery and no other store would honor the $[redacted] price. Despite the same company selling the item initially, they didn't assist us in buying it from another location. It's disappointing that Costco mishandled the situation, especially when we acted in good faith. The lack of support from customer service and the refusal to match the price at other stores has left us frustrated. We were unaware of the clearance at the McKinney store, and we feel let down by Costco's handling of the matter.

Dear Sir, I recently purchased a KS 1 Putter and my first impressions are excellent. I play golf at Gullane Golf club, a famous links course on the East Coast of Scotland where we face windy conditions most of the year. The putter did not come with extra weights, which I understand keeps the cost low. I contacted your web order department in the UK twice, and while the first representative was understanding but unsure who to refer my question to, the second representative noted my observation about the weights. I did not mention my reason for wanting the weights, which is the windy Scottish weather causing the putter head to oscillate. Could you please advise me on where in the UK I can purchase the extra weight package? I see it is available on your US site but the shipping costs are high. It would be beneficial to offer the weight package for sale in the UK considering the demand for the KS1 Putter. Thank you for your consideration. Kind regards, Robert I.

Dear Costco Customer Service, I am writing to share my experience with the purchase of hearing aids at the Yonkers, New York Costco. I obtained the hearing aids on October 6, [redacted], and received them around Thanksgiving of the same year. While the left device fit perfectly and was comfortable, the right device was loose and fell out daily. Despite multiple adjustments and replacements, the issue persists. As an essential worker and senior citizen, losing the right hearing aid on my way to the medical office was a significant inconvenience. Although the replacement was covered under the one-time policy, I believe this replacement should not count against it as the device's flawed fit was not my fault. I appreciate the efforts of the hearing aid department personnel but am still seeking a lasting solution to this ongoing problem. Sincerely, Bruce L.

Today, my visit to Costco was extremely disappointing due to the poor customer service I received from one of their employees. I politely requested to have my items placed in a box, but instead of fulfilling my request, the employee handled my items roughly, pushed the cart past me, and tossed an empty box on top. Despite my not so eloquent response, the employee reacted aggressively by questioning why I wanted to disrespect him. As a regular customer who frequents the store every 10 days and spends around $[redacted] each visit, I was shocked by the lack of professionalism and understanding displayed. After a series of interactions that led to the manager finally arranging for someone else to box my items, I was left feeling disappointed by the poor customer service and confrontational behavior I encountered. At Costco, I have come to expect excellent customer service, but this experience fell far short of that standard. I hope to address this issue and share my feedback to prevent such incidents in the future. The incident occurred on 10/14/[redacted] at 14:31 at the Richmond store number [redacted]. Thank you for your attention. Respectfully, Josh Rubenstein

I lost my husband in July [redacted]. The following year, I updated my membership information to reflect his passing. However, this year, the renewal notice was still addressed to him. I informed them of his decease once again. I received a new membership card with a different number. Due to the lockdown, I haven't been able to visit Lakeside, Thurrock. I contacted the Membership Department, and they acknowledged the mistake, apologizing and promising to correct it. Despite this, I've yet to receive any updates. When I try to access Costco online, I'm informed that I've been removed from the mailing list. I would appreciate it if this issue could be resolved promptly. Thank you, Audrey Holmes.

I purchased MICHELIN Premier LTX Tires with a 60,[redacted]-mile warranty from Costco on 10/23/18. Since then, I have driven 26,[redacted] miles, bringing my current mileage to [redacted],[redacted]. Despite regular maintenance such as wheel alignments, tire rotations, and balancing, Costco's policy does not allow for prorated replacements until the tires reach 2/32" tread depth. As a resident of the Colorado foothills facing challenging winter conditions, I feel unsafe driving with the tread wear currently at 3/32". The MICHELIN warranty specifies tire replacement at 4/32" or less due to rapid wear. I request a prorated credit to my Costco Account #[redacted]75 or, if Costco cannot offer a more suitable Michelin tire, I will seek alternatives elsewhere. I have contacted Michelin directly, opened case #[redacted]3, and have meticulously followed all warranty guidelines. I value a prompt response for my peace of mind. Thank you. - L. D.

As a retired 37-year law enforcement veteran, I spent 28 years of my career in Kansas and had the unfortunate experience of witnessing the discriminatory behavior towards law enforcement at the Wichita, Kansas COSTCO store. During a supportive luncheon for Sedgwick County Sheriff's Office, cakes with the "Thin Blue Line" logo were ordered. Shockingly, COSTCO refused to include the blue line on the cakes, asking deputies to finish the design themselves with provided blue frosting. This treatment by the store is appalling and disrespectful. The changing excuses from management, initially denying, then calling it an oversight, and later citing copyright issues, only add to the frustration. The lack of accountability and transparency from COSTCO regarding this incident is disappointing. I urge COSTCO to address this issue promptly and take appropriate action against those responsible. The inconsistent responses and lack of respect shown to law enforcement demonstrate a concerning bias that deserves attention.

I recently made online purchases using my Costco Executive member credit card. The three items I ordered arrived separately over a span of 28 days. Two of the items did not fit well, so on October 19, I attempted to obtain a return form from the company. Despite my efforts, I received no response, and I struggled to find any contact information. Now that the third item has arrived, I fear the process may be further delayed. I contacted the customer service number on my card to seek assistance, but I have been unable to speak with a representative. I am feeling frustrated. Are there any alternative methods to reach them? - S.B.