“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.”
“I bought a sofa around end of April ,
By may 20 may we started itching all over the body me and my 11Years old son, We went to the Gp about it we all tough it was allergies as we both have allergies got prescription for the allergies in about 10 day nothing changed .
We went back to the Gp and told us there was no allergies but these are bits
I started research what what caused and I found out we had bedbugs
Now I was surprised because I have never experienced a bedbug
I searched how to get it and surprisingly I read about often comes with secondhand furniture
I remembered when we got the sofa was smelling really bad , but I said nothing because I could make go away the smell but I never tough that b debug will come along.
For the school holiday I had ticket booked I couldn’t no any thing, but when we came back it was even worst
I called pest control
Spended about £300 they came 3 times
The bed rooms are clear, but the living room there is still bugs and it’s where the bug started .
I contact Costco customer service I told the problem , the guy who I spoked told me told me they will collect
When I callled for the date , the complain manager contacted me b email asking me the evidence I sended all I had and the Gp rapport, after 2weeks Back and forth today he told me they can refund me and to get independent inspectors to confirm
They want me to spend more money then I already spended
It’s easy way to chuck me
I am telling you I have a special needs child who doesn’t understand and scratches until he bleeds
So please think twice before you buy furniture from Costco
Very bad company very bad customer service and taking advantage of the vulnerable customer .”
“Absolute shambles of a company. Their money back guarantee does not extend to electrical equipment. I purchased a fitbit in January 23, by August 23 it was not charging. They refused to refund the cost of the product as they only give a 90 day warranty on such items.
Their customer service is incredibly poor and cannot be recommended- do not use!”
“Worst customer service ever you can imagine.
Placed online order £425 received 2 items to the right delivery address and the other one delivered to wrong address by costco mistake. today is 24/7/2023, order placed in May 2023 almost 60 days ago. They still have not refund my money and today they told me a completely new story that they need to get update from DPD due till they proceed my refund. Asked Halima and Rima to transfer me to manager or whoever is in charge and they did not do it due to their reasons. Apparently manager name is Michael Dolby and he supposed to contact me in 24 hours. It's very frustrating that they treat VIP customer like that, for sure I would not reccommand to anyone costco online shopping for so many reasons specially price wise and verrrrrrrryyyyy pooooooor customer service.
Just wasting time over the phone and email for those who are working from home or sitting at office and don't have any idea.
Never bother to do online purchase as they are disaster.”
“They lie to avoid warranty - there is a fault with our tv and they say it has been damaged which is absolutely untrue . Their warranty and extended warranty is meaningless - do not buy any electronic goods from this company. They are cheap because they avoid ongoing obligations - stay away”
“Costco customer support is the worst. Lack of communication, different customer rep with different instruction. No motivation to help or care for the customer. Give a clear feeling that they want to keep their money and don't make thing easy for you to help with your rights. Way they deal with by email or call is rude and unprofessional.”
“Got a pair of dewalt work boots this time last year ..only put them on two months ago and fallen apart worst boots I encountered in 42 years of working ..as u r 2 party tell ur sales stop buying them.rubbish”
“I bought an air fryer online and was informed delivery would be on the 28th. After tracking my parcel I found that it had been returned to the parcel force depot 25 miles away as they had issue with my address. After spending a day trying to find out what happened it transpires that costco sent it out without my address, just a postcode. After getting it sorted I will now not get my package for another 4 days. So it will take 8 days in total for an order to arrive. Complete joke and will not use online delivery again.”
“Never order from COSTCO for delivery of items, If you plan in advance then also they will make sure items will not be delivered on time. How many days does it take for the Order to pick up from the depot?
I placed my order on the 25th of Jan. today is the 1st of Feb.
Status Processing.
Called 4 times all I got is tomorrow will dispatch. 8 days to dispatch an order?????”
“Don’t know what’s happened as Costco used to be great with no quibble refunds , however now don’t even follow U.K. consumer rights laws.
If you buy any Tec product it’s only got a 90 day guarantee for money back if it becomes faulty, U.K. law says 6 mths !
If you bought a Christmas present in advance & discover when you go to wrap it, it’s faulty & being just outside the 90 days , Costco will offer a repair only & if you’ve bought another item elsewhere , because Costco can’t fix it in time for Santa’s Sack , then your told you can sell it on eBay when it’s repaired.
Last year we had a gaming machine that never worked on the big day, took hours to put together . With this we ended up having heave it in Car to return to warehouse 50 mile RT, as after 6 weeks of them giving dates to collect & cancelling & no refund to replace 11 yr old sons Xmas present , we were given £20 voucher compensation , take £12 off that for diesel used .”
“My recent purchase of your 6ft nutcracker, he's magnificent. I've had so.many positive comments about him. The photos don't do him any justice, he's just perfect. I love my nutcracker that much I decided to purchase another one so I have the pair.
100% purchase perfection.....”
“Online customer services is a joke they do not want to know about after service for faulty goods. They pass you round so many people with no response.”
