Costco

Customer Service Ratings and Comments

Costco is ranked #40 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 66.80 out of a possible 200. This score rates Costco customer service and customer support as Disappointing.

NEGATIVE Comments

12 Negative Comments out of 16 Total Comments is 75.00%.

POSITIVE Comments

4 Positive Comments out of 16 Total Comments is 25.00%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

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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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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

Contact Information

Call Center
800-220-6000

Member Services
800-955-2292

Complete Costco customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

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