Costco Customer Service Issues

I would appreciate it if stores could display more signs to help customers find products quickly. It can be frustrating wandering around searching for an employee who may not know the location of items. Clear signs could make it easier to find essential items, like food. I often see people getting frustrated when they can't locate what they need, and I've experienced it myself. While I understand the strategy of making customers explore the store to potentially increase purchases, I believe having signs is a simple solution. Other stores utilize signs, so why not Costco? Having labeled sections would prevent confusion and improve the shopping experience. Corporate should consider testing this approach as it may lead to higher sales by aiding customers in finding products efficiently. Even providing online resources specifying the aisles where items are located could streamline the shopping process. Thank you.

Unfortunately, my wife and I experienced a house fire in October [redacted], resulting in the loss of all our belongings. During the past year, while living in a rental as we rebuild, I have been purchasing items for our under-construction house. These items, including a television bought at Costco in April and still unopened in its original box, have been stored in our garage since our rental is fully furnished. As we have made modifications to our home, we would like to return the television for a larger model. I have been informed that being 90 days past the purchase, I may not be able to do so. I am hoping for understanding in my exceptional situation for the exchange. Looking forward to your response. -Bob A.

A few weeks ago, the Nolte family signed up for an executive membership at the newly opened Costco in Champaign, Illinois. I, Ron W. Nolte, got my card in about a week, perhaps slightly longer - Membership #[redacted]32. However, my wife, Jeannine I. Nolte, has not received her card yet. We were informed they would both arrive within 7-10 days. Since we joined on the opening day of Costco in Champaign, which was over 10 days ago, we are wondering why the delay. Is this standard for Costco? We were hoping for a more efficient service. Ron W. Nolte, a disappointed new member.

We enjoy shopping at Costco and are big fans of Sander's Dark Chocolate Salted Caramels (Item # [redacted]). Despite visiting 3 Costcos in CT, we only found the milk chocolate version on sale for 5.99 per 36 oz. container. Although the in-warehouse signs indicated both milk and dark chocolates at the same price, a helpful employee informed us that only the milk chocolate was available in the Northeast US. After contacting costco.com, they offered to send the dark chocolates at the online price of 23.99 for a 2 pack, double the in-warehouse price. Speaking with Costco customer service didn't result in a solution either. We are hoping Costco can offer us 4 containers of the dark chocolate caramels at the in-warehouse price of 5.99 each since we visited multiple locations. Our membership number is [redacted]91. Thank you! - Donna P.

I appreciate Costco offering senior hours during the pandemic. Today, I visited the Gilroy, CA location at 9:00 and was surprised to see the store crowded with mostly non-senior shoppers. The employee mentioned they let seniors in at 8:45 and then allowed others in as well, essentially doing away with the senior hour. As a 68-year-old with diabetes, I rely on Costco honoring their commitment to seniors. Feeling unsafe, I quickly got what I needed and left. This experience left me disappointed, and I hope Costco corporate addresses this issue to ensure senior hours are respected as promised.

Thank you for your prompt reply. My main concern is for everyone's health. I have been an Asian immigrant in America for 40 years, and all my children were born here. Growing up in Taiwan and Singapore, where my mother worked as a public health nurse from the 1950s to the 1970s, I learned the importance of strict public health measures due to limited treatments and vaccines at that time. I am accustomed to a health-conscious environment that focuses on infection control. I believe that the current situation is a public health issue that involves various factors such as enclosed environments, crowded areas, and the presence of virus particles in the air and on surfaces. The recent findings on airborne transmission of the coronavirus highlight the importance of protective measures, like proper mask-wearing and following public health guidelines, to prevent the virus from spreading. By adhering to these protocols and promoting a safe environment, we can all contribute to containing and controlling the virus. Thank you for your attention to this matter. JL

Dear Costco, I am writing to share an experience we had with one of your products. In January [redacted], we purchased a grey six-piece sectional from the Lakewood store to freshen up our condo after renovations. Despite our efforts, in May, we discovered a bedbug infestation on the couch. After unsuccessful attempts to eliminate the pests, we had to dispose of the couch. We consulted with a pest control company and learned that the infestation likely originated from a source outside our home. We believe it's essential for you to be aware of this issue and potentially investigate if similar complaints have been reported. Sincerely, Marybeth Duane

I placed an order for a washing machine under order number #[redacted]58, scheduled for delivery on 11/25 between 1 and 4 pm. Unfortunately, no one arrived or contacted me despite providing my cellphone number for updates. After contacting customer service and speaking with Fatima, she attempted to reach out to the delivery service and promised to update me, but instead, I was placed back in the queue. Following a long wait, I spoke with another representative who couldn't assist but transferred me to someone in shipping named Genisis. Genisis mentioned she needed to contact G.E. regarding my order's status and its delivery today. It's now 5:25 pm, and I'm still on hold with Genisis as she communicates with the shipper to determine the delay. I was informed I am next in line for delivery, but the inefficiency and lack of communication have left me considering taking my future business elsewhere.

UPDATE - Tuesday, December 1st: I have not received any updates or contact from the 'Costco Executive Escalations Team' as promised. I will wait until Thursday for further action. UPDATE - Saturday, November 28th: The 'Costco Executive Escalations Team' has informed me that my original order for an LG Refrigerator (Item #[redacted] / Order #[redacted]14) was lost in transit. They assured me that a replacement order has been placed and prioritized with LG to minimize the waiting time. An update on the delivery schedule is expected by Tuesday. COSTCO LOST MY REFRIGERATOR: On November 9th, I purchased the refrigerator and scheduled delivery for November 14th, which was postponed multiple times due to logistics issues. After numerous hours of back-and-forth communication between Costco.com customer service and Costco Logistics, it was revealed that the refrigerator was lost (Internal Case #[redacted]6). I have yet to receive a replacement or a response to my suggestion for an alternative appliance. I am eager to receive the product I paid for promptly.

Upon being hired as a part-time seasonal front end employee, I opted not to disclose my full disability and associated limitations during interviews. Instead, I only mentioned having several doctor appointments per month. As I attempted to fulfill my role, I realized the physical demands of the front end job were too challenging due to my ongoing dialysis and cancer treatments. When I eventually shared my situation with the front end manager in hopes of being reassigned, he initially reassured me that I wouldn't be dismissed and instructed me to put my concerns in writing. Unfortunately, this conversation unexpectedly resulted in my being asked to include that it would be my last day. This abrupt turn of events left me feeling as though my disability led to being pushed out of the role. Despite the inclusive messaging during orientation, my experience with this manager made me question the acceptance of individuals with varying backgrounds and physical limitations within the company. Perhaps, in hindsight, providing more details about my disability earlier on would have been beneficial, but I had hoped to demonstrate my capabilities first before being compelled to resign due to my restrictions. The situation has left me feeling disheartened about the perceived inclusivity within the organization.

I placed an order for a Christmas tree in November with an expected delivery date of December 6th. I was recently informed that the item is backordered with no additional information provided. I specifically chose this tree to ensure it would arrive in time for Christmas, and now I find myself without a tree. Unfortunately, there are no clear instructions on how to cancel this order. I would appreciate guidance on the cancellation process and obtaining a refund. Thank you, Catherine

I used to have a Costco account, but I no longer do. I would like to verify that no illegal account has been opened in my name. I am receiving mailers, books, coupons, etc., addressed to FREDA J. GARDNER. I never use my middle initial. My address is [redacted] S. Victoria Ave. View Park, CA [redacted]. Please investigate and ensure that no one has opened an illegal account using my information. Kindly remove my name and address from your mailing list. Thank you.

In mid-November, I placed an order for an Abbyson Laguna Sofa and Chair in teal leather. The order number is [redacted]57, with a delivery timeframe of 2 to 3 weeks. Despite reaching out to Customer Service multiple times, I have yet to receive a delivery date. On 12/21, after hours on the phone, the only resolution offered was to contact Metropolitan Warehouse, and despite leaving a message on 12/22, I have not received a response. Furthermore, my Costco Visa Card has been charged $[redacted].86 for these items. Additionally, I've encountered issues with the non-delivery of an Abbyson 72" Media Console ordered under #[redacted]39, with the original delivery on 12/18 postponed due to weather, then rescheduled for 12/23 without any further communication or delivery. Nonetheless, I was charged $[redacted].68 on my Costco Visa for an undelivered item. As an Executive Member since [redacted], I've faced challenges with purchase acknowledgements and my purchase history due to unresolved issues. Despite battling stage 3 breast cancer and coping with multiple surgeries, the sofa was vital for my comfort given my limited mobility. The current situation, exacerbated by the stress of cancer and Covid, adds unnecessary strain.

Dear Costco Customer Support, I appreciate you taking the time to read this message. My family has been loyal customers for many years. Recently, I have observed an increase in the aggressive approach to upselling memberships at the checkout counter. During a recent shopping trip with my wife, the sales tactics crossed a line that made us uncomfortable. Despite politely declining an upgrade to a platinum membership, a sales associate persisted, even disclosing our significant spending to convince us. This behavior was concerning as it exposed our financial information to others in the store. I urge you to reconsider these tactics to prevent any potential harm to your customers. Sincerely, N.K.

My name is Lynda R.T., an R.N., and a Costco member since July [redacted]. Today's experience at my local Costco was disappointing. I forgot my card and used my husband's, causing confusion at checkout. The cashier, Ben R., questioned me and demanded my license to prove membership ownership. He made rude comments and questioned my payment method. Despite my long membership, I was treated disrespectfully. This incident took place at the Lanatana Road Costco in Florida, store number [redacted]. Thank you for addressing this matter.

I would like to make a special request for the Albany store. I live at Waverly Place and have ordered a cake to share with residents on my 80th birthday, scheduled for February 11th, [redacted]. My wife ordered the "Flag" cake. As a writer who just finished my latest book, "Counting My Blessings," I would like a small book underneath the flag with the title of my book. I also request the biggest "80" possible on the cake. I am willing to pay extra for these decorations. I understand this is not Costco's usual policy, but this would make me a happy customer. Thank you for considering my request. Lawrence W. Thank you for considering my request.

We bought a NuWave Brio 6 qt Airfryer at the St. Cloud store a few months ago. While we enjoy using the machine, the frequent beeping it produces really upsets our dog. Every time it is turned on or off, or when the time or temperature is adjusted, it emits a beep that agitates our pet. Despite trying various methods to address this, such as holding down the buttons or trying to locate the buzzer, we have had no luck in silencing it. Unfortunately, we have to consider buying a different air fryer brand that either does not beep or has the option to disable the sound. We wanted to share this feedback to highlight the issue. Thank you for your attention.

I recently bought an Emeril 360XL air fryer and experienced an alarming incident when it turned itself back on. Luckily, my husband was nearby to unplug it. I researched online and discovered there is a class action lawsuit due to fire hazards with this model. This has made me very concerned, especially since I have experienced a house fire before. We now keep the air fryer unplugged. However, we also noticed that it takes much longer to cook food than the recommended times in the manual or by other owners. For instance, cooking 6 chicken drumsticks took over an hour. Unfortunately, we no longer have the return box, and we live far from Costco. Unsure if we should keep it, avoid using the air fryer, or return it. I have never had a kitchen appliance that needed to be unplugged after each use. It's unsettling. Information on the lawsuit is being shared on social media. Looking for advice urgently. E.K. #[redacted]00 - member since [redacted]. *wow*

I would like to report that my Costco order number [redacted]98 indicated it was shipped on 2/17. Despite this, I have yet to receive my product as of today, 2/27. Upon checking the Costco website, the order status still shows as "Order being processed" for the last nine days. When tracking the package with UPS using tracking number 1Z9A99V[redacted]3, the carrier states they do not have my order. I have been charged for the item but have not received it. I have reached out to Costco regarding a refund, but they mentioned I need to return the product first before receiving a refund. I am now seeking a refund or the product I ordered. Additionally, I would appreciate understanding how this situation occurred and any steps I could take to prevent such delays in the future.

During this challenging year, I have been sewing together numerous pillow sets for a organization aiding displaced youth. They have requested donations of pillows for the young individuals they assist. My church group has kindly offered to help stuff the pillows, but affording the retail cost of over 50 pounds of stuffing is a concern for me. I reached out to Fairfield, the producer of Poly-fil, to inquire about a wholesale rate. However, they stated that a professional account is needed to access wholesale prices, and they are only able to offer retail prices with additional shipping fees. They suggested looking into purchasing the items at a lower cost from Walmart or Costco. I am seeking advice on how to obtain a wholesale price for the stuffing and shipping. Any suggestions would be greatly appreciated.