“Unacceptable Customer Service and Delivery Issues - A Nightmarish Experience with Costco Wholesale Club
I am writing to express my extreme dissatisfaction with the recent experience my family and I had with Costco Wholesale Club. On May 17th, 2024, we made a significant purchase of a Whirlpool refrigerator, an LG washer, and a dryer. Given the reputable name of Costco, we trusted that this would be a seamless process. Unfortunately, our experience has been nothing short of a nightmare.
Our appliances were finally delivered on June 5th, 2024, nearly three weeks after our purchase. To our dismay, we discovered that the interior of the refrigerator was damaged before it was even packaged. This has thrown our lives into disarray. We had already planned our move and the usage of these appliances, but due to this issue, all our food, worth $400, went rotten. This included essential items for our 18-month-old child, whose food and milk spoiled. As a result, we have been forced to eat out every day, incurring additional unexpected expenses.
I contacted Costco repeatedly, hoping to find someone who could understand the urgency of our situation and provide a temporary solution while we waited for a replacement refrigerator. Unfortunately, it appears that Costco lacks an incident response team to handle such issues. Despite our pleas, we were informed that there was no provision for a loaner fridge. This has been particularly challenging for us as we recently moved 48 miles from the city to a new neighborhood and are not yet familiar with the area.
After the initial setback with the damaged refrigerator, we accepted Costco’s offer to deliver a new refrigerator on June 8th, 2024, at 8 AM. However, we were later informed that there would be no delivery until a week from today. This delay is simply unacceptable, especially given the dire situation we are in with food preservation and our child’s needs. The constant apologies from customer service do nothing to alleviate our frustration and the real fear we feel due to this ongoing issue.
As a result, we have been left with no choice but to cancel our order and request a refund. Now, we must wait another seven business days to receive our money before we can purchase a refrigerator elsewhere. We plan to shop at Lowe’s in the hope of getting a fridge today.
Costco needs to be aware of the severity of this issue and the impact it has had on our family. I urge corporate to address this situation urgently and find a way to resolve it amicably. This experience has been incredibly stressful and disappointing, and I hope no other family has to endure what we have gone through.”
“Update from earlier review today. Refrigerator delivery today turned out much better than it started. Was told by freight co. Truck had run into power lines and I delivery was being cancelled today. I thought, fake news, I doubt this happened. It turns out, the crew did hit guy wires and instead of going home, they regrouped, remounted, and finished their route. I was the last delivery, but the frig got here on its delivery date. Crew was professional and courteous. Quick unload, install, and removal. No more leaky ice chests, melting ice and camping in your own kitchen. Bumping up my score from 1 to 5. Costco came through again.”
“Fairfax VA Costco Hearing Center: just had my very best ever session with Claudia Cruz. A very well trained and experienced audiologist, who not only did a very thorough evaluation to compare to my previous sessions over the last 8 years, but also really listened to me and directed her hearing aid adjustments to my declining hearing and explained what she was doing and how I should use her adjustments. Very pleasant, patient and helpful. I would highly recommend Claudia to other customers.”
“To Costco, my review was for Eco Water System Company. I had business with it through your advertising. Therefore, I need you to know about it. Please, work with them to solve this issue.
This company installed Eco Water system to our house twice. The first system was good. The second system was "very bad." The materials made the containers are not strong enough to hole the salt. When my siter pours the salt in the containers expanded. The lid cannot cover the top completely. Therefor, it make the salt become hard, and it cannot absolve. Right after they install the system, the lid did not fit the top of the container so I called the office. They sent to me the lid having the same problem, did not fit it. My sister had to use a plastic to cover the top of the container and put the lid on the top to prevent rain or dust get inside. A few weeks ago, the man from the company came to do maintenance, he had to use the water hose to melt down the salt so he can clean it. The salt was from the date they installed the system; it went down, and my sister just add a small bag of salt about 6 months before the man came for maintenance. After the man clean up, he put the new salt in. After he finished it, my sister use marker the mark the level of salt. After 3 or 4 weeks, my sister check the salt container to see how much salt inside. It was the same level when the man pour the salt in.
Yesterday, I called the office and ask them if the man can come and fix it because it seems to me that the salt was not use for either clean up the machine or purify the water, and it just stuck together and very hard to break it. The lady told me because we put a lot of salt in. For this new system, my sister pour only one small pack of salt; that all she did. The lady also blamed on the hot weather in Florida. If they have a business in Florida installing water system, then they must know the hot, rain, and humid weather as well. She did not accept the worse material making the containers, but blame somebody and something else. It is nonsense. She told me the manager will call and talk to me, but after a day, no phone call at all.
The salt was not use, so the water is not clean and safe to use. I need to buy "Drinking Water Testing Kit to check the water. If the water we use is not safe, the next step will be follow up.
I want everyone know about this issue of Eco Water Company . I will give Costco the review as well because I know this company through Costco advertising its in stores and magazine.
i don't have any problems with Costco, and I am its members about 15 years with no complain! However, the company of its partnership is very bad.
I tried to upload the picture, but it did not work.”
“My father bought us a dryer with installation and removal of dryer. They did not install or remove the dryer. It’s a scam. The plumber says that you don’t have the right parts and it is not told to you you have to buy a kit on your own. Complete scam”
“Costcos memberships policies have it made it so it's hard to shop at costco even if you have a shared account. Truly ridiculous and they can't possibly be making a good amount of money by the card policies and horribly rude employees. Their employees hate their jobs because of the ridiculous "rules" instituted by the corporation. I just had to leave a cart of 600 dollars worth or groceries, because it was hard to make my face out in the picture. Sorry the card worn out but that's bot my problem. Maybe they are trying to lose paying customers?”
“Once again products are not of quality. Paper towels don't tear off because of poor quality control. I joined for the meat but the quality is not what costco used to have and it's been disappointing. Sorry I couldn't not attach photos.”
“Online order. Was told to cancel by online agent due to system error for drop off location and then told reorder. We did, it wouldn’t accept the shop cards again and it charged my a card 2x different charges. Stayed in pending status for more than 48 hrs and caused a Deficient fallout in my Baccount. 1 agent today was able to reload the money on my shop cards, the other agents never offered that.
Disappointed Costco consumer”
“Review of Costco Pharmacy – Staten Island, NY
Date: May 21, 2024
Today, my 86-year-old father experienced a deeply troubling and unacceptable incident at the Costco pharmacy in Staten Island, NY. After undergoing a CAT scan at the hospital for a suspected stroke, he felt dizzy and began shaking uncontrollably, likely due to an anxiety attack. Seeking immediate assistance, he approached the pharmacy tech on duty, who was a young woman working about two hours before 4 PM.
To our dismay, the pharmacy tech was extremely rude and disrespectful to my father, a senior citizen clearly in distress. When my father requested an aspirin, she refused to provide one, brusquely telling him to purchase it himself. Despite his evident medical episode, she displayed a shocking lack of empathy and assistance, failing to fulfill her duties as a pharmacy tech.
After buying two bottles of aspirin – the only option available – my father, still shaking, asked her for help opening the bottle. She flatly refused to assist. Fortunately, a young man nearby saw my father’s struggle and helped him with the aspirin. However, my father’s ordeal was not over; he was unable to continue with his intended purchases of fruits, vegetables, orange juice, and other household items due to this distressing encounter.
This incident left my father deeply upset and forced him to return home prematurely, missing out on essential items he needed. Such behavior from a pharmacy tech, especially towards an elderly person in obvious need of help, is utterly unacceptable.
I am appalled that Costco employs individuals who lack the basic compassion and professionalism required in the medical field. This woman’s actions not only reflect poorly on the individual but also on Costco’s hiring practices. I strongly believe she should be held accountable and that immediate steps should be taken to prevent such incidents in the future. No one, especially a vulnerable senior citizen, should be subjected to such treatment.
I hope this review effectively conveys the seriousness of the incident and the need for appropriate action.”
“I had gone to the Costco in Daytona Beach today. There was an employee at the entrance store. Her name is Pamela. She was so kind so helpful. I’ve really appreciated all of the help that she had given me my husband and my daughter. She greeted us with a very big smile, and that is something I really appreciate while walking into the warehouse”
“Like another person stated in their complaints. I had a bad experience at checkout. My mother-in-law used to have the card and she lives with us. She is unable to get out as she is 95 and do her shopping so therefore we had to get our own membership. Today I took my adult disabled daughter in with me. I had a cart almost $300 full and she had a couple things. She is Disabled and has a snap card, I was going to have her put it on her card for the two things she had. They weren’t going to allow it. Same house and said she needed her own card or I needed to put it all on her link card…. Sorry that’s not legal! I almost walked out and left my cart but I didn’t. I understand if you’re trying to give your card to your neighbor, that’s wrong. Common sense should have been used here. My daughter was terribly upset about it and said she felt like she was getting made fun of, as she didn’t understand but they were really drawing attention to it and to everyone around us. I also have a Sam’s membership. I think I will go there from now on.”
“So, I am a new costco member. I have shopped there a few times, no problem. But, I ordered a tv with a 2 day delivery time, I selected my delivery date in accordance with my day off with an option of after 5pm any other day. I also paid for setup. My day off came and went, today I go to work call costco and was informed driver would call 30 mins before delivery. This afternoon I get text telling me to call rxo, I do, only to be told it won't be delivered till next Tuesday. So 2 days has turned into 2 weeks!!! Rediculous !!!”
“For the most part Costco has great mercandice including food however, do not buy their fish oysters. They ate cut up pieces of oysters that look like whole one in the jar. Totally a rip off please beware of this product for sure.”
“It could be worse dealing with there credit card company. If Costco cared about there customers they would put them through the hell they call there credit card customer Service”
“On my first visit to Costco, I shopped for over an hour, collected several hundred dollars of groceries and went to the checkout to purchase a membership. The checkout person said she would keep my cart until I returned from the membership desk and that “It only takes a couple minutes to get a membership “.
At the membership deck I was kept there for over 20 minutes, being pressured and pressured to buy more than a basic membership. I told the sales woman that I could not afford nir was interested in anything more than a basic membership but she wouldn’t stop with the pressure tactics. Finally I got my membership, went back to purchase the groceries only to find out that they had not been held for me as promised but were returned to stock. I wasted an entire morning driving to, shopping at, and trying to get a membership at Costco. Will never go back.”
