“Hi all, just been on the phone to Costco customer service spoke to Shelby whom was amazing very patient with me and sorted my problem. Thank you Shelby fantastic customer service”
“I would give you 0 stars if I could,quite frankly between the pathetic delivery company (kinetic) and costco customer services you have the most incompetent service imaginable. I ordered a sofa and arranged a delivery slot,booked the day off work to wait in and not only did they not even attempt to deliver at all they made no attempt to contact me. Customer services then took my details and told me id have to wait 48 hours for an update!! They couldn't even tell me where my goods where let alone when they would deliver them. Who in their right minds puts their goods in the hands of a company that they cant even contact ?? I've been a costco executive member for 15 years and this will be the last time I ever order anything online. Avoid at all costs.”
“Subject: Three Delivery Attempts — Customer Care "Helpless" — Nothing Guaranteed — Leadership Silent
Ordered a dishwasher and tumble dryer on 2nd and 3rd April. Payment taken on 8th April.
First delivery attempt — a lone operative arrived unable to carry appliances to the first floor unassisted. No follow-up from Costco or their delivery partner.
Second attempt — a confirmed delivery window of 06:00–08:00 on 16th April was simply missed with zero communication whatsoever.
When I contacted customer care I was told it would take 48 hours just to receive an update. I was then sent an automated rebook link with no apology, no explanation and no guarantee of a two-person team. The next available date on that link is Tuesday 22nd April — which will be 14 days since payment was taken. Given two previous failures, there is absolutely no guarantee this third attempt will happen either.
When I called customer care again I was told they are "helpless" and that delivery is "not in their control." This is completely unacceptable — my contract is with Costco, not their third-party delivery partner. Under the Consumer Rights Act 2015, Costco is wholly responsible.
I have a 3-year-old child at home. Dishes and laundry are accumulating with no means to wash or dry them. Hygiene conditions are deteriorating in a shared residential building.
I have formally escalated to UK leadership by email and LinkedIn with no response.
8 days since payment. Two failed deliveries. No accountability. No apology. No guarantee the third attempt will happen. Completely unacceptable from a company of this size.”
“I was really concerned about how much time my daughter spent on her phone and wanted a clearer picture of her digital habits. SHAW provided helpful insights that allowed me to better understand what was going on and support her properly. Overall, it’s been a useful tool for improving communication and awareness in our home. I’m glad I tried it.”
“I was invited to visit a store with one of their employees. Upon arrival we spent over 30 minutes setting up their discount card. We then proceed to enjoy a spot of lunch at the in-store cafe. Where after we broused the store. Exploding every Isle and choosing which items we were interested in purchasing as this was my first time in a Costco store, I had no idea what was being sold. Testing the products that were on promotion and then hunting them down to add to the ever overflowing shopping cart. I had such an interesting time visiting the store. However to my shock and horror, the following week I received a parking fine for using their carpark. I will never go anywhere near this store again. If I get fined for using their store and purchasing their products. I find this disgusting behaviour of a company.”
“Absolute favorite place to shop! Incredible value and quality are here from groceries to electronics. I love buying in bulk and saving money in the process. The store is always clean, well-organized, and the staff are consistently friendly and efficient.”
“ABSOLUTELY HORRENDOUS SERVICE!!!
MONDAY - I purchased some items online for home delivery. The delivery lead time is 2 working days.
WEDNESDAY- Only 1 of the items was delivered. I called up and was advised that the delivery has been split up and is being delivered by different couriers. Waited till the end of the week, still no delivery.
SATURDAY - Called them up again and was told the courier doesn't deliver on weekends and have to wait till Monday to see if it turns up.
MONDAY (1 week in) - Some more items get delivered but most items still not delivered.
TUESDAY - Still no delivery, call them again and they say they have to raise a query with the courier to find out what's going on and I have to wait 48 hours. They refuse to cancel the order and provide a refund.
Orders are meant to be delivered in 2 working days, 7 working days later still no delivery and I still have no idea what's going on. I'm absolutely fuming, this has been the most frustrating experience. Just because I decided to use costco. Never again!!!”
“Very poor experience with customer services. The return of the item seems almost like an impossible task. Have been on the phone 3 times (waiting time to speak with someone is over 30'),the staff is very unhelpful and in a way rude, they put the blame on the supplier who has not been in touch to organise the return (although the purchase was through Costco and Costco should deal with the return from the customer and they could then deal with the supplier). It's been 2 weeks with no progress at all. Costco has proven to be a big let down with appalling customer service when it comes to returns”
“I buy a lot of things online and I have a lot of experience with it but this was the worst. The order did not reach me at all, the website where I could track the shipment stopped updating the data. Under the Consumer Rights Act 2015 I asked for a refund, no one finally responded. This is a company that does not respect customers, when you buy you do not know that it will be a long wait from China, they trade the customer's money and do not deliver the goods. Avoid this seller if you respect your money. I definitely do not recommend, companies like this only "spoil" the market and discourage online shopping. Either way I won't leave it like this and I will be contacting with Citizens Advice consumer”
“ONLINE COSTCO IS A SCAM !!!
I was so hoping that my purchase was legit since it was from Costco company, but it was all just another fraud. I was trying to contact all available emails for customer support but was left with no answer and some emails even came back saying that the address doesn't exist. I am genuinely gutted about this since it was quite expensive wagon cart for my children and now I have no money nor the product.
As mentioned below by someone, I am now not even able to log in to my profile at all. I honestly feel horrible for believing this company.
PLEASE AVOID AT ALL COSTS, COSTCO IS A FRAUD!”
“I have been a loyal Costco customer for years, but my recent experience with their warranty service has been appalling. I purchased a Hisense television in August 2022 after being heavily influenced by a Costco sales associate who claimed it had the same internal components and quality as premium brands like LG. They even mentioned owning one themselves and assured me it offered the same performance for a much lower price. Based on this advice, I opted for the Hisense model, believing I was getting a high-quality product to match my newly renovated home.
Fast forward to a year later, and the TV developed a major fault: a fly became trapped between the inner and outer screens. The issue has worsened over time and makes the TV unwatchable. My research revealed I’m not alone—other customers have reported similar problems with Hisense TVs, with some even finding flies or debris inside their screens straight out of the box. This strongly suggests a manufacturing or design defect.
I contacted Costco’s Concierge Service, expecting them to honor their extended warranty. Instead, I was told to contact Hisense directly or arrange for a repair myself—both of which felt inappropriate given the coverage Costco promises. To make matters worse, they provided a dead link for the warranty terms and a non-existent phone number for Hisense. Despite following up several times, Costco never provided valid contact details or a clear explanation of their warranty process.
When I asked Costco to arrange an independent inspection to determine if the issue was a manufacturing defect, they outright refused. They repeatedly claimed it wasn’t a manufacturing fault but offered no evidence to support this conclusion. Their responses were cold, dismissive, and entirely unwilling to engage with any of the points I raised.
The person handling my case (Sarah) showed no empathy, acknowledgment of my concerns, or effort to resolve the issue. It felt like Costco simply didn’t care. This is not the level of service I expect from a company of their size and reputation.
This experience has been exhausting, and I feel completely let down. Costco failed to stand by their warranty or provide the support I expected. If you’re considering buying a TV from Costco, I strongly advise against it. Hisense TVs have terrible reviews for a reason, and Costco’s warranty process is just as bad. Save yourself the trouble and shop with a retailer that actually values its customers.”
“I don't know if it was Costco or a scam I ordered two electric scooters been charged and paid for I have never received either one now when I go to the site all of a sudden I can't log g in and I have been unable to reach anyone the phone number is fraudulent it says on my bank acct. RH*frock.m.com I can't find any info on them. But when I ordered they signed me in from my Costco app and had copies of my Costco card so it seemed legit. Now I'm wondering how they did that with my Costco info and automatically signed me in. So it's from the UK my name is Michele quarton what a scam they did to me. I don't think Costco would do that somethings weird about it all this. If a scam this is horrible I am trying to get grandchildren Christmas gifts and I'm on SSI my only means of money I feel ashamed that I was not more cautious of this. I have no photos but I can get one to show you the website”
“Ordered a Hisense RF815N4SESE Multi Door Fridge Freezer in Stainless Steel from Costco online as our old faithful fridge freezer of 10 years finally packed up we seen this fridge freezer on Costco website and the price was competitive. Although the price was cheap problem started from the offset trying to order online took several attempts as because we renew our membership. The membership number has changed. We was notified this and not given a card with the new number. This was the first of our problems the fridge freezer was delivered by an obviously unexperienced delivery driver. Fridge freezer was laid sideways in the delivery van and when removed, it was obvious there was damage to the outer packaging. The driver was in a hurry and promptly left our premises upon removal of the packaging became apparent the the item was damaged? We called Costco customer care service and told them of our concerns and fault with the item they advised us that their policy is a non-replacement item and would need to re-order the item via their website. I was also informed that the item would not be refunded until it was back with themselves. I asked how long this would take and they said between 5 to 10 working days to collect the item and then a further flight to 10 days to receive a refund we are without a fridge freezer and with a family of six fine this find this very hard Without a fridge freezer absolutely appalling customer service my advice is for any potential buyers to think twice before buying from Costco. Yes the price may be cheap but the Customer Service is absolutely abysmal.”
“Ordered a Hisense RF815N4SESE Multi Door Fridge Freezer in Stainless Steel from Costco online as our old faithful fridge freezer of 10 years finally packed up we seen this fridge freezer on Costco website and the price was competitive. Although the price was cheap problem started from the offset trying to order online took several attempts as because we renew our membership. The membership number has changed. We was notified this and not given a card with the new number. This was the first of our problems the fridge freezer was delivered by an obviously unexperienced delivery driver. Fridge freezer was laid sideways in the delivery van and when removed, it was obvious there was damage to the outer packaging. The driver was in a hurry and promptly left our premises upon removal of the packaging became apparent the the item was damaged? We called Costco customer care service and told them of our concerns and fault with the item they advised us that their policy is a non-replacement item and would need to re-order the item via their website. I was also informed that the item would not be refunded until it was back with themselves. I asked how long this would take and they said between 5 to 10 working days to collect the item and then a further flight to 10 days to receive a refund we are without a fridge freezer and with a family of six fine this find this very hard Without a fridge freezer absolutely appalling customer service my advice is for any potential buyers to think twice before buying from Costco. Yes the price may be cheap but the Customer Service is absolutely abysmal.”
“My order was canceled because support is very poor. Of course costco is not good enough to cancel canceled order. I was forced to reorder sam tv in higher price, I was promised by Harry - refund but I never recieved price match refund. Also I was promised same delivery slot day for new order as I Book day off and installation guy for old delivery date but delivery company - Kinetic Logistics not answering, They just sending automated emails ad text with apologies. So I'm over 2 weeks without money and tv. Also I was promised by support different delivery company will be used but unfortunately delivery was booked with same poor company- Kinetic Logistics. I'll never use them again.”
“Appalling service. Delivering new bed, one of men cut his finger & left blood on the mattress, which he then pushed up against the headboard to hide it, contaminating that too. No response from Costco so I dealt with Panther, the courier, who are very slightly more reasonable. However they did not stick to their time estimate & arrived late to remove mattress. They refused to take the mattress without the plastic cover that their colleagues had taken the previous day. A further appointment made for next day. Meanwhile we ordered a mattress from a different supplier that used the same drlivery company, as it turned out. Next day they came, took blooded mattress without any plastic cover & left it on the pavement next to their van while they brought out mattress no. 2. They managed to instal this, leaving the plastic on. I wish the first lot had done this. We now look forward to receiving a full refund from Costco for the contaminated mattress.”
“Do not use Costco online.
Ordered groceries which arrived damaged. Shipping box intact , but items inside were opened but stuck back on with tape, so not couriers fault. Customer service told me I would get a refund so I disposed of some of the items. They got back to me three days later saying damage is minor and they would need to collect. I arranged for pickup, no one turned up. Spent hours trying to get someone to pickup. Put on hold for 30 minutes while so called Customer service agent wen to check whatever.
Got manager call back finally who told me damage is minor and I wont get refund for discarded items even though I was told to do so. Presumably they will sell the damaged goods to some other victim/ customer,”
“Do NOT purchase from Costco online.
Costco’s customer service for online purchases is terrible! I bought a TV which is still under Costco 5 year warranty. When the TV screen began to malfunction and freeze mid-use, only being fixed by switching it off at the wall to restart it, I rang Costco, thinking that as it’s still under warranty there would be a simple solution as a consumer.
Little did I know, Costco work with a partner company ‘fix a gadget TV repair’ who are actual cowboys.
What I thought was a simple fix, is still unresolved three months down the line. I’ve had the TV taken away three times, each occasion on return with new scratches to what was a TV in perfect condition. Each time, the company report that the TV has been repaired, yet each time it’s returned the TV screen continues to malfunction and freeze mid use. I’ve supplied videos of the issue happening. I’ve called Costco through to air my concerns and have been met with absolutely no response or resolution to this. I’ve supplied Costco with multiple pictures of before and after condition of the TV, and multiple scratches. I’ve supplied videos of the TV freezing to the repair company, and in my whits end, not knowing what else to do, I have made a written complaint. To which the only response I’ve had is ‘please bare with us while we speak to the technical team’. This was two weeks ago- and to this day I’m still without a solution or TV, awaiting a response.
This is honestly the worst customer service I’ve ever experienced and I would warn customers to think twice before falling for Costco’s so called TV warranty, or from purchasing electronics from Costco as they do not support consumer rights or protect products adequately under warranty- this service is atrocious. Costco would rather leave their customers without a TV for weeks on end, or with a returned ‘repaired’ faulty TV that is scratched up, than keep to their warranty offer and offer any kind of real resolution such as a replacement or refund which is what I have requested twice now.”
