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Costco

Customer Service Ratings and Comments

Costco is ranked #46 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 67.13 out of a possible 200. This score rates Costco customer service and customer support as Disappointing.

NEGATIVE Comments

23 Negative Comments out of 30 Total Comments is 76.67%.

POSITIVE Comments

7 Positive Comments out of 30 Total Comments is 23.33%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • Costco automotive town center kennesaw ga. Bought first set of tires for my vehicle. Mechanic never told me about any problem but on the bottom of invoice stated all wheel studs striped on left side. Asked what happened and he told me they must have been overtorqued but they could not repair. I had to take it a dealer for the fix. Took back to costco for first tire rotation and wanted to see if they screwed up anything this time. They said they forgot to let me know after the wheels were off. They said don't worry all is OK. Since they're so upstanding I guess I'm supposed to believe them. Beware of Costco Town Center

    not4me 8/30/10 11:28AM

  • My comment relates to an HP laptop purchase we made at Costco for our daughter to use at college. Buying one at Costco adds a year of warranty to the laptop as opposed to buying elsewhere. However, Costco uses a vendor - Micromedics to handle warranty claims and repairs. We were assured out laptop issue as we explained it would be fixed in short time as our daughter was in school at the time and could not be without the machine for long since all school work is on the internet. I detailed the problems we were having with the laptop in a letter before sending it in (took about a week to get a box just to mail it in. Three weeks later we received the laptop back with the problem still there and a hard drive replaced which really was not the problem. It was a monitor lighting issue that was supported by the college computer people. Now we have a laptop with the same issue but cannot send back due to pressing school needs and we cannot afford to do without it right now. If I had to do it all over again I would not buy a laptop at Costco due to the hassles I had dealing over the phone with tech support and the vendor, deadlines promised and missed, and repair not being done to satisfaction. Will most likely go the Apple route for other child.

    Anonymous 8/2/10 12:31PM

  • I went to a Costco store with my mom because I was interested in taking out a membership - the greeter when entering asked if we had memberships. When we said no she told us we couldn't come in to the store. I explained I was thining about joining and wanted to see what the store had - she rudely told us we couldn't come in. She did not tell us where or how to get a membership. She just humiliated us in front of everyone. So I will never even consider a membership at Costco now.

    iris 7/27/10 2:22PM

  • Me and my wife have been member of Costco for 2 years. We probably bought 8 times there as I feel it is not worth it. Walmart has better prices.

    Anyway, my card said it expired on July, 2010. It was July 2, 2010 and it occurred to me to do grocery shopping at Costco and see if it was worth to renew it.

    When paying the 'rude' cashier, very told me that my card was expired and she was going to charge my $50 to renew the membership in order to purchase. I told her my checking account had not enough funds to pay our our groceries plus the membership. She said she had to ask the supervisor for permission to allow us pay our stuff without renewing our membership.

    The supervisor came used a key and pressed some buttons, and my wife very very very kindly said 'Thank you very much, thank you' and he replied 'No, you are not gonna buy a thing without renewing your membership'. He was very very RUDE. Holly smokes, what a TERRIBLE CUSTOMER SERVICE. I have never said F.U. to someone until that time. I took my wife and left.

    PS. The prices are NOT even worth it. Walmart has better places and tread you with decency

    John 7/26/10 10:45PM

  • I recently had my house coated by K-Designers which is a sub contractor for installing the Cool Kote sold by Costco. The job was very poorly handled and Costco obviously did not do any back ground checking before they hired this company. I have been promised for over a month by the company that I would have the warranty in my hand and it still has not happened. I was promised on the 5th of July by Costco that they would look into it and I have had several calls but I still have not received the warranty.

    Anonymous 7/19/10 9:51AM

  • I had a very bad experience with the door receipt checker. Most are frowning as if they don't like their job. One older lady asked me to go back at the line because she was the only one checking the receipt, even though I only have 2 items. She yelled telling me to go back at the line with customers baskets filled up with stuff. I insisted because I was only on my break. She was furious and tore-off the top part of the receipt, supposed to be with my Exec.Member# threatening to report me. Unbelievable! Was it necessary to humiliate a loyal customer like me? You tell me. What happened to outstanding customer service? I immediately reported the matter to the Manager. He promised to call me back. We'll wait and see. One time, I returned a box of canned soup because my children didn't like the taste, the lady told me that I should really should donate in the nearby food bank. As if questioning my charitable share in the community. I was really surprised.

    discost 7/2/10 6:08PM

  • I have been a consistant Costco member at the Louisville, Ky location for 3 years now. I have been satified over all with the service there, but have had consistant attitude from the bakery people when my children ask for a cookie. And there is one tall man at the doors that has been rude on a consistant basis. Not much on customer service there, but love the products. So I guess I will continue to buy there, but would hope they would do better with training their empolyee's that the customer is whom they serve.

    Anonymous 6/28/10 9:27AM

  • Middle and lower management has a lot left to be desired. They are undereducated and undertrained in HR functions; there is no onsite HR manager in the warehouses. This leaves the managers vulnerable when making promotion and disciplinary decisions. The vision of top management is broken at the warehouse level. Most managers are grossly undertrained, under qualified, undereducated and as a consequence they manage with a dictatorial, contemptuous style that destroys the morale and confidence of the employees. Most employees feel the tenant, “take care of the employee" is entirely disregarded by the management at the warehouse level. There is understandably a low level of autonomy at the hourly level, but this coupled with disrespect and disregard of employee input by the managers weakens the company.

    - from glassdoors

    Johnny 6/10/10 10:25AM

  • Arrogant Cashier at Costco, Ellicto, Maryland Store.

    I was about to pay my purchases when I asked my husband to swipe our Debit Card when the Cashier (named Sabitri) arrogantly questioned us if my husband was a Costco member and why he was the one paying for the purchases. I argued that I was the Costco member (evidenced by my card) and I was just using my husband's Debit Card which we are "joint account". We are using the same debit card in paying all our purchases at Costco and we were surprise why all of a sudden we are being arrogantly questioned by the Cashier. I was embarrassed the way I was treated in front of many people especially when "Sabitri" told me to "shut up". I ended up using my check to pay for my purchases and she accepted it. The "check" that I used to pay is not different from the Debit Card as both are joint account with my husband.

    If she (the Cashier) has a problem with my mode of payment, then say it in a nicer way.

    I cursed that day I went to Costco, considering that on that same day was a "Mother Day" celebration That Cashier ruined my monther's day.

    Costco need to train their front employee about the value of "Customer Service".

    Miles 5/14/10 6:16PM

  • To whom ever concer,
    my name is Johnny K.i am not very happy
    when i ask where is the GPS the once on cpn.7"
    cost $189.99 after cpn.I knew that man name"tran
    etc.short ".He tell me sold out just when he walk
    pass by there are whole lots,??? he don't even
    check....What up !!!! to me.That was very bad and
    lazy worker i ever seem.

    Johnny 4/25/10 5:04PM

  • I am an Executive Member of Costco - since 1997- we pretty much use Costco as our main grocery -quality of meat and produce.
    My membership initiated in Washing DC and when we moved to Austin Texas in 2005 we were glad to see there was a Costco near our new home- Always had good experience

    First- let me say I have a disability and the staff there rocks- I need to have a motor cart to shop -the North store had 3- three- that frequently are not all in working order.

    As the store as gotten busier- 400 customers per hour- I know this because I have waited as long as 40 minutes for a cart- (once your there...)when the wait was almost certainly an everytime occurance no matter what time of day- I began complaining. Requesting an additional carts be added- to accomodate the growing number of customers-there have been fights in the food court with people waiting etc.. they placed
    2 more carts at the store and then when I stopped complaining they removed one.
    I had requested a total of 6- SAm's next door has 12- grocery across the street 6 - Lowes has 4 you get the idea

    At that time -the American Express card I rec'd through Costco notified me they were reducing my credit limit from $25K to $9500 and doubling my interest rate. Mind you I have never been late with ANYTHING pay early have a wonderful FICO score.

    2 weeks ago - after being stopped by an elderly gentlemen while I was trying to enter the store and being begged to let him use the cart first- I phoned a complaint to Costco and was contacted by their outside lawyer and told I was unreasonable- within 48 hours American Express lowered my credit limit- still never on anything- still fabulous credit rating!!
    I understand economics but isn't this retaliation by Costco's busniess partner?? I made a legitmate complaint and then I get me credit slammed !!!!

    gizzy1 3/30/10 3:09PM

  • In Louisville Ky, I was very frustrated with a cashier named Christina. She may have obviously been having a bad day , but as an employee of a highly respectable company, I expect more from their employee's. She looked young and I believe employees that aren't acting mature and haven't grown to show respect to elderly women, should be fired. It will eventually catch up to the company and result in less sales and more customer complaints. Please Christina grow up. If your going to work in a respectable place where customers spend a lot of hard earned money, learn how to treat people with respect. Or further action with head managers will be taken.

    Anonymous 3/6/10 4:19PM

  • I am writing this as a saddened long time fan of Costco. I like buying from Costco because I travel a lot and have always thought Costco takes care of product issues. I shop at the Costco in Kailua-Kona, HI whenever there and in Burlington, WA when I used to live there.
    To make a long story short, I bought a brand new laptop from Costco in Kennesaw, Georgia, Store #189 on 2-8-2010, I paid with my Am Ex Costco Card. I build websites for a living and I thought the computer was awesome, I had read a ton of online reviews and they were all great. It has a giant screen which I thought would be great when traveling because I have 2 desktops and they both have big screens, and they are both great machines. My old laptop was 4 years old so I replaced it.
    I didn’t use the laptop much because obviously I have 2 desktops and all my graphics, etc. other programs are on my desktop.
    I flew out to Los Angeles on 02-06-2010 because my husband was going to be here on an extended business trip and the weather is better than Georgia this time of year.
    Now, when I saw I build websites, I am not talking about “dragging and dropping” and whatever people think, I have code to type when modifying and I have to type CSS and PHP quickly. While in LA working on one of my clients sites I found the keys periodically skipped. I would find letters here and there missing when I typed a long slew of code. It cost me HOURS to go through all the lines of code and try to find where I was missing letters, colons, etc. It was extremely frustrating.
    I thought, “hm, I must be tired” and put it away. The next day after a couple hours of use it started doing it again. Again, I thought maybe it was just my touch was off on a new keyboard I hadn’t used. I put it away. Later that day my husband was using it to work on his screen play and after awhile I hear him swearing….. Now, my husband types with only 2 fingers, very slow……. I ask him what is wrong and he said, “The keyboard keeps missing letters when I’m typing. Watch.” And I watched as he poked various keys and sometimes the keyboard responded and sometimes it didn’t.
    I told him it was doing that to me too. We found it does it sporadically. Sometimes it works just like a new laptop should, sometimes it doesn’t. I checked online for any complaints online, found none. Then I called the Costco in Van Nuys, CA, the closest to where we are staying right off Mulholland Drive. I asked to speak to someone, a manager or something. I asked him if had this problem with this model, he said no. I told him I bought this in Atlanta, CA, he said it didn’t matter, he would exchange it and he wanted me to be happy.
    I went in on 2-8-2010, to the Van Nuys store. They were very busy, the line for returns went down the side of the building. We finally got to the front and the girl had someone come up from wherever and you could tell he was trying to see if there was something wrong with the keyboard. Then the girl tells me she can’t exchange it because she thinks it came with a disk. I told her I was pretty sure it didn’t come with a disk. It was the best laptop I had ever bought in terms of setting up, I just turned it on, entered some stuff and voila!
    She said she can’t get credit from HP without a disk. I told her I was sure they had the same model, she said they don’t. She said take it back to Atlanta and just buy a new one here.
    UNBELIEVABLE!! I was pretty sure it didn’t come with a disk, and I didn’t need the box or anything else, I just needed a new computer. She said she would call someone over to the laptops to help me pick one out.
    SO!! I go over there and wait. Guess what? No one came. And my husband and I held my laptop up to 2 of the big laptops and they looked IDENTICAL. I mean same exact everything!
    So I can’t afford this to happen again, I have deadlines, I have clients. So I bought the smaller one but still $799. I don’t care as long as I have a computer that works. So after a hectic checkout and having to get my out of state check verified twice because whoever did it the first time didn’t initial it or whatever. Then I stood at the cage for quite awhile because they couldn’t find the computer. Finally they found it and I was able to go home.
    Guess what???? NO DISK!!!!!!!!!!!! Just like I told the gal IN Costco I was pretty sure it had NO DISK!
    The story gets worse!! Not only do I have to lug 2 laptops across the continent. I get in the DAY MY DAYS IS UP!!!! And I don’t live anywhere NEAR Costco!! I leave at midnight on 2-1 and land at 7:00 AM on 2-2!!!! I live an hour and a half away from the airport!! So I have to get a little nap and drive the one hour each way to the Costco in Kennesaw, GA to return this laptop!!!! Why?????
    This is sad and complete madness. I can’t believe Costco doesn’t have a customer care or help center because this is just not reasonable!!!!!
    So Costco, are you sure I can’t return it before I fly? And the Costco in Kennesaw better take this back no problem. Surprise, this laptop has had no problems. I am severely disgusted, sick to my stomach over this disgraceful debacle.
    Shame on you Costco………….

    JodiA 2/25/10 2:39PM

  • Do not order glasses at Costco unless you have hours of time to waste and do not mind being treated like dirt.

    They have a numbered queue system which is a clear indicator that they prefer to keep fewer people working and have customer wait than they opposite. However, waits can be very, very long and they often ignore the numbering system.

    I recently order glasses there and have never been so poorly treated and had so much time wasted. In the end I canceled the order.

    Disrespected Customer 12/18/09 2:47PM

  • What customer service? I can never get a response or acknowledgement from them.

    rickc 12/14/09 5:52PM

  • Press 0 first and then 5 on next menu

    Anonymous 12/3/09 1:40PM

  • I am unhappy with American Express, what other card can I use for Gas and other purchases.is debit card acceptabe. I was late in Sept to pay $276 and it is now Nov and I pay the bell in full and they have carried the finance charge all this time even with the bill paid in full They stink and I will not use that card anymore. Do I have to geive Costco too?????

    phyllisc33 11/10/09 12:12PM

  • I opened a membership at COSTCO and at the same time received the COSTCO American Express Card (which served as my COSTCO card). After paying for several months (on-time and above my minimum balance, American Express suddenly closed my account. It was around Christmas time and I had planned to utilize my credit line to purchas gifts for my children. I began receiving calls from a Collection Agency and I asked them why because I had paid significantly above the minimum payment each month. While this is not COSTCO's fault, I do think they should reconsider the forward Value Chain members because American Express does not care about Costco customers. I have not used Costco since American Express closed my account.

    My issue was never resolved, although American Express did contact me to say once I paid off my account they would offer me another credit card. No thank you.

    Nik 11/10/09 9:00AM

  • After years of excellent experiences from Costco, I now have received horrible service ever since I moved to Louisville, KY and gone to the local Costco. A woman named Yvone was a monster when I tried to get a $3 adjustment on two pizza's I had bought. I have spent thousands and thousands of dollars year after year with Costco only to find that you can get a person that treats you like dirt and this region's management team stands behind the jerks they employ at the Louisville location.

    Costco Hell 11/6/09 9:26AM

  • How can Costco employees at the pharmacy continue to never apologize when inordinately late with their service. Why does Costco not have a "Call" board for waiters to see when their order is ready to be delivered. Kaiser does and it works beautifully to reassure customer where they are in the 'pecking order."
    But is it not possible for an employee just say appropriately "I'm sorry" when a problem arises that the customer did not cause when getting a prescription filled. It is simple courtesy. In my case, this pharmacy assistant simply stares at you and tells you that you're one of many customers and they're having problems.We deserve better treatment.
    It is offensive to be in front of the counter and have a employee treat you so smuggly. I am sixty years old and recognize average service. The pharmacy is your weakest departments.

    tokjr3 11/3/09 6:51PM

  • Need I say anything more than report that when I brought a hose in for return I ws told that "Lifetime" IN THE GUARANTEE ON THE PACKAGING DOESN'T MEAN LIFETIME! I'd had it for too long and they weren't about to give a refund on this coil of drek hose. Finally---after being more-or-less ridiculed for thinking that "lifetime" meant liftetime, they grudingly gave a refund. And the manager was part of this charade!

    montereyjack 9/14/09 3:56PM

  • BS operation! I have been happy with Costco products for a few years, but now the computer system does not show purchases AND has lost prescriptions.

    I called to clear this up, with confirmation numbers from bank on purchases and they say they can not help me with out a hard copy in front of them. Bull. These are the numbers that approved the transactions, they are manually loaded into customer records for verification.

    Does this mean the computer records are a pervasive problem?

    Next problem is the time I have spent, the purchases I am not getting credit for and the mattress and bedroom set I am buying from a local store as this matter is not being cleared up.

    Costco customer service sucks.

    Padra 3/18/09 1:28PM

  • In an effort to get a replacement card I waited for 40 minutes for an agent to finally get on the phone. your customer service system needs to be reviewed!!!

    mariannaa907@aol.com 2/2/09 7:48AM

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  • I just had my purse stolen and needed my Costco card replaced and an old reimbursement check cancelled and a new one re-issued.

    I couldn't have asked for more pleasant or expedient results! It actually told me on the website how to get immediately to a live person and skip the menu options that didn't apply!

    So appreciative that this was an easy fix in a list of many hassles!

    jessica 7/13/10 9:36AM

  • I purchased a gateway desktop from Costco about 9 months ago and it broke down. Called Costco technicians and they directed me to Gateway. This is pretty basic customer service. However, when my experience with gateway's customer service started to get really frustrating (i.e. agents keeping me on the line for half an hour claiming that they need to 'verify something', OR hanging up on me!), I called Costco back and they were kind enough to contact gateway for me. After 15 minutes of waiting, he came back and informed me that everything has been fixed and found me a more competent gateway agent to speak to about shipping details (the shipping details were ALL I needed to know!).

    I'm not sure if the Costco technician went out of his way to help me but I found it extremely helpful and relieving for my nerves after speaking to gateway. He was easy to talk to and very understanding about my situation. I DO NOT recommend gateway computers but I HIGHLY recommend Costco if you want to buy other brands of computers.

    Michelle 6/22/10 2:03PM

  • I had family visiting from out of town for several weeks. After consuming much of my consumables (which of course was no problem at all), my family wanted to contribute to the household food purchase. We were at the register and the cashier refused to take my family members AmEx, or debit card. They visit yearly and we had never encountered an issue before. The cashier informed that a policy had been reinforced for the last month requiring payment by the member only. I explained to her that my folks were in town and wanted to contribute and she told me told me that they would have to walk over to the ATM machine and pull out cash. Of course this is with a line growing behind me and it was quite embarrassing. This makes no sense to me! I didn't understand that with my yearly Executive membership, that I was required to explain to COSTCO where my payment is coming from. Clearly this is a case where they are over-stepping their boundries. To keep the scene at a minimum, I used my AmEx to pay. My family gave me cash (which I never, ever use, or carry), so now I have to go through the hassle of depositing the cash at my local bank and wiring it to the out of state bank that I always use.
    I went to the manager and I was told that a lot of people take advantage of the system and will give family the card to use. I tried to explain that I'm standing right there and it is my purchase that someone was offering to pay for and I was treated like a criminal. Of course, like the last time I complained about something (the renewal policy) I was just told,"Sorry, that's our policy!" Well, that case ended up in a class action lawsuit that Costco lost.
    It seems to me that Costco has no right to tell you HOW you pay for your purchase as long as you are giving the required payment "type".

    gtnjiggy 6/11/10 6:46PM

  • Costco service is a "cut above" most discount stores. Costco employees are generally cheerful, helpful and courteous, in part because Costco's management views its employees as assets.

    We buy at Costco with confidence. Someday we may have a less than positive interaction; when that happens, we will not forget the many years of satifactory service.

    prof 12/1/09 11:19PM

  • customer service always helpful is my experience.

    stan nemeth 9/27/09 4:52PM

  • I would like you to know about two outstanding employees you have working at store #1023 (at Kendall Road in Miami). I love the multi-grain bread that is baked at the store. When I go to the store the first thing I do is get at least three the packages of the bread. My last visit, I was heart broken...no multi-grain!!!! A very nice man, Chris Chin was doing some work in the bakery & I asked if by chance he might have a loaf they had not put out yet. Mr. Chin could not have been nicer & asked Mr.Julio Pedroso if he could bake some more. To my great pleasure the bread was baked. I took five packages & when Mr. Pedroso was taking the last packages out to the table, two more were taken by other shoppers. These two men are a great value to Costco.

    arb 9/14/09 7:57AM

  • We have been memebers of Costco for about 15 years and am very happy to see that at the Costco in Prescott, AZ they are carring more and more organic products. I am a bit frustrated though as they will get a very good organic product in and they may have it for a few months or less and suddenly they have "deleted" the product from their store. But this last deletion was really aggrivating as they have been carring organic frozen blueberries for a year or more and I use them every day. Now they suddenly began carring only the conventional blueberries which I will not buy as I will not eat foods that are not organically grown. Why after a year or more did they stop getting in the organic blueberries? Like many people who are learning the true benefits of organic foods, I will not buy the ones they carry that are not organic no matter how much cheaper they are. If they want to see sales soar even in this economy they need to be mindful of what many more shoppers are looking for and that is quality reasonably priced organic foods. Those who buy organic know that "Natural" is not the same as organic. Oil is a natural product but I wouldn't want it nor its derivatives in or on my food. Other than this complaint I like Costco and how well they treat their customers. There is a local small store here where I can go buy organic foods including organic blurerries but not in the volume and price I get them for at Costco.

    CHS in NAZ 2/7/09 2:21PM

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  • I have been employed with Costco for 10 1/2 years and can honestly say Costco takes very good care of their employees. I love my job. Thank you Jim Sinegal!

    Anonymous 12/10/09 10:35PM



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