“Ordered a mattress. Tracking showed date of delivery but it never arrived 2 days later after multiple calls to costco unformed mattress had been returned to the sender as packing delivery label had fallen off and they didn't know who to deliver too. Multiplecontactz with them since confirming I still want the mattress and 5 days later still chasing as no re-delivery date provided yet. So much hassle, would not reccommend purchasing home delivery items from here”
“Recieved my online order in damaged box , agreed to check if the garden lights are working before decide the next step . Couple of them were mot working but I’m not entitled to replacement as I paid by PayPal!!!
Only return for full refund but I have to wait 4 days for collection and 10 after that for my money back . But they can not guarantee that I can purchase the item with the same price when I have my money back .
The expect me to secure the big damaged box they send me but when I said I send it the way I received it , she told me with attitude that other customers do that I dont see what’s the problem .
That’s not a problem when you receive a good customer service.
Staff are extremely rude , unprofessional,”
“Costco refused to repair my Macbook Pro, which had just gone past the 1 year Apple warranty but was still covered by the Costco 2 year warranty. It was sent off to be repaired by Sync (GBM), and was there for over 2 weeks. I got a message saying my Macbook was ready to be sent back to me, so I called to arrange for delivery. When it arrived today I was horrified to find that it had not been repaired. They are claiming that there was an impact point, and therefore not covered for accidental damage. The problem was with the screen which suddenly had vertical lines all the way across. There was no impact, no liquid spillage, and it is in perfect condition, having been kept in a case since new. It had been working perfectly, then 10 minutes later I opened it to find the vertical lines.
I know from doing a bit of research that this is a common problem with macbooks, as the screen connections can wear with general use (opening and closing). It was obvious to me that it was a loose connection issue. The only option is to replace the entire screen, and as this is an expensive repair, they have tried to avoid paying for this by making out that the cause of the problem was accidental damage (impact). I did not renew my Costco membership this year, and I expect this may also have something to do with it. My warranty is still valid for 2 years (membership or not) and should be treated the same. I am disgusted that I was not told by either Costco or the repair company that my repair had been rejected before returning it me.
When my Macbook was collected, the courier came with a hard shell case with a thick foam inside to protect it properly. When I received it today, it was just wrapped in a bit of bubble wrap inside a much larger cardboard box. This is totally inappropriate and totally unacceptable. They obviously don't care about it if they reject your claim. I expect if they had repaired it, they would have protected it properly!
They also sent me someone else's ipad keyboard by mistake (the note that came with this also said that it was a rejected repair - maybe they are rejection specialists?)
I now deeply regret buying this Macbook from Costco, as if I had bought it elsewhere, I would have taken out an extended warranty. I will now be left with the option to pay £800 + for a repair which should have been covered by Costco.
I would advise anyone against buying a computer from Costco, as they will clearly lie to avoid paying for expensive repairs.”
“Had glasses from Sheffied branch in September 2020 and they went back three times for marks on the lenses before they were 'almost' perfect.
It's now August 2021 and I needed a decent (I play football in my spare pair) and 'classy' second pair of glasses for an imminent wedding, so I thought I'd try them again.
However my 'brand new' designer acetate frames arrived scratched from the laboratory.
I took them into the store (once again) and after a bit of deliberation they ordered another new frame.
A couple of days later I had the lenses switched in-store (I was first in line and when I came back half an hour later having given them some time to fit the lenses into the new frames, they were still not done. Other customers were being attended to however and it was 'almost' like they had been standing in line before me. All I got as an apology was "they're not done but as you can see we are busy".
So I left them until Saturday evening... When I picked-up the new frames they too were scratched, albeit in different places but still noticeable when the light hits the frame in that area, pretty shoddy and embarrassing to be completely honest.
I made a comment about the marks and the Costco staff member's response was "you can't expect them to be completely unmarked!".
Erm, why can't I? If they're coming from the Italian factory already scratched then you have an even bigger quality issue than your own staff are creating.
I've given in now and i'll keep these as scratched as they are, hey they're only superficial scratches on a £170 pair of designer glasses and hopefully no-one will comment, because if they do i'll just tell them the truth, avoid Costco Optical at all costs.
The only reason i'm giving up on going back again? Because it's totally embarrassing when you have to keep returning to complain, explain the issues and they continue to look at you bemused because they can't see any problems. I believe that in itself is the problem, maybe my standards are too high, to expect the 'perfect' product I actually paid for.
I know Costco prices are cheap but in my experiences so is their workmanship.
Relating to me, I've heard "we don't get many returns on lenses" and "we never get problems with frames" but also overheard (relating to someone else) "tell him we'll make the complete glasses again but it's a one-off goodwill gesture", so at least it's not just me that has issues.
I'm fed-up of bad experiences in the Costco Optical department in Sheffield and next time I'm going back to Boots, higher prices but better quality and maybe if I have an issue there, they too may see it without me having to go into embarrassing detail.”
“We ordered a TV on 17th Apr. It took them 10 days to get in touch to offer us a delivery slot that we could not fit in so we asked them for another slot. No news since then. We called customer services twice.
For the first time, they said they will contact the delivery service and come back to us. No one has come back yet. So we called again. This time, our complaint was taken to the 2nd level customer service - not sure what that even mean. Again, no news since last 2 days so seems like their 2nd level is equally as inefficient as the 1st level.
So, overall, its been 16 days since we ordered TV and no sign of it yet. In this days and ages of currys and amazon who delivers in a matter of day(s), costco is failing to deliver a TV after 2 full weeks.
When we talked to customer services, they were so unsympathetic and just asked us to wait while they resolve it ASAP. Seems like their urgency level is same as gravity on the mars (very low - just in case it wasn't clear).”
“Very unhappy customer I have purchased a rangemaster cooker on the basis it will arrive in 10 days when I was trying to book the delivery through product care who is working with Costco I have been advised that the cookers have ran out of stock but mine has been reserved and booked a delivery for 21 of April however at the end of the day before delivery giving me less than 24 hours notice that the cooker is out of stock and the next stock in 3 months time contacted both Costco and product care been promised lots of time that they will come back to me as I need a compensation I have paid for a plumber who disconnected my previous Cooker and ready to fit the new one. I have been very upset to have felt with Costco and product care customer service is terrible and the didn’t come back to me yet in regards what will happen next I will be reporting to watch dog as it looks I’m not the only one as on the day of delivery they kept sending me messages that my delivery will be delivered and giving me an hour time slot but on time of delivery I went to check update but a system error appeared. Could you please advise why you haven’t returned back my calls is that how you treat your customers ???”
“Absolutely rubbish customer service and ratification as I ordered one of installed Proform cross trainer that icon fitness was the supplier and it was delivered with a faulty part that they said will come and deliver next day but they never contacted back and left me with half installed product. I spoke to Costco and they said contact Icon and they will arrange it but with several calls and emails it was still requiring me to hold on the phone for an hour and then get through to Icon. Costco said we can not refund you on this as this is delivered but what, a half installed product. Costco only secures their money by sales and not worry about their customers.”
“Visited the Chadderton branch today to only be turned away with the membership cancelled due to sending my husband to do the shopping as I am in isolation with my 2 kids, my husband explained the situation and provided my ID as well as evidence but the rude staff just went on a rant, pretty much refusing Covid and Isolation don't impact people, when he turned away peacefully they cancelled my membership.”
“Costco Thurmaston in leicester, bought TCL tv 50 inches that stopped working due to screen problem, still in the 90 days return.
Manager refused to return saying it damaged and my home insurance shall cover it not Costco. Took the tv off it’s packages and showed her there is no damage no denture it is a fault and she insisted that it’s a damage and refused return so money after a month went down the drain.
I am a member since 2011 (started Watford warehouse)what happened the management is really bad .”
“My wife and I visited the Costco warehouse in Sheffield.
I am a person who, due to impairment / disability, is exempted under government regulations from wearing a face covering in indoor settings and on public transport. However upon entering the store I was confronted by a member of staff and told that the company’s policy was that customers failing to wear a face-covering were to be refused admission to the store, regardless of the government’s clearly publicised exhortations to traders to be mindful and respectful of circumstances in which customers have approved exemption. Despite my protestations and presenting my exemption card, I was treated boorishly and humiliatingly in being escorted out of the store.
This exclusion is an act of gross discrimination against disabled people and, as well as being disrespectful of customers’ circumstances and exhibiting Costco’s ingrained and institutionalized prejudice against people of disability, is a clear breach of the Equality Act 2010.
Having been a Costco customer over many years, I am frankly disgusted by their misogynistic hatred and rudeness towards customers whose physical difficulties prevent them from complying with their perverse and unreasonable prejudice. Such a deliberate policy can only be based on a considered disregard for Article 14 of the Human Rights Act 1998, and I therefore had no alternative but to refer their actions to the Equality and Human Rights Commission and, since such mindless contempt for human convention constitutes hate crime, have duly reported the incident to South Yorkshire Police.”
“Utterly shameful company and customer service.
Bought a 75'' samsung tv from the chingford branch yesterday and upon unboxing the tv and set up. We noticed a bunch of dead pixels in the top right corner. To the point we repacked the tv and off we went back to costco at 7pm. We got there for 7.30pm to find that they have closed early when on google it states they close at 8:30pm.
Anyway today in the morning i called costco customer service and spoke to a lady that told me to bring it in to the chingford branch for a refund as they don't do exchanges. Already that was rather annoying as lugging this TV around is a pain and we would have liked a exhcnage for a working model instead but hey ho.
Got there and they made us take the TV out to see the dead pixels. The guy at the desk said that it's not dead pixels but it's the protective film. So him and his college had a go at taking it off but realised that it wasent protective film. They then told me that it was the polarization film that has come off. How do you expect to pay £1000 for a TV and have this issue right out the box? It's ridiculous but wait there's more insanity.
One of the managers now comes over as they have to approve it us to get a refund and guess what? She didn't approve it because she said that the TV was covered from all corners and therefor it didn't happen at there warehouse. Simply put she's saying that after taking it out of the box we managed to peel away the poliriation film from a TV......it's terrible behaviour however she told us to contact concierge as they will need to give approval for the refund. We called them in store using the Costco phone and one of the lady's working there was on the phone to them. Next thing you know the calls on hold and we are waiting there for nearly an hour. My dad and me decided to atleast pack the TV back up to protect from anything else and then decided to leave and call from home.
Not being aware of what scam was actually taking place. On my arrival home I imidietly called Costco consiwrge who asked why I was calling. I told him what has happened and I have been told to call them from the manager at Costco chingford.
This is the kicker here guys......
The guy from Costco consierge said that the reason why they made me contact consierge is so that they can give me the bad news instead of doing it in store. I am still in shock that a company I once thought was completely trustable and recommended so so many people would stoop to this level of terrible service and use cheap tricks to avoid situations in store.
This review will be posted everywhere for everyone to see and please everyone. Don't buy any electronics from costco.
The worst part, the TV comes with 5 years warranty......clearly not with Costco.”
“Having never taken a day off during this period of total hysteria, I've been to Cheshire Oaks, Trafford Centre, every supermarket, DIY store, etc, always using common sense and following good hygiene. Who knew that was the way to live?
Costco has set a new precedent for C19 madness. They have managed to sidestep the government's mask exemption rule by making you wear a face visor, proven to be of zero use whatsoever in scientific tests. FACT!
I'm a trade member at Costco paying over the odds to gain access 1 hour earlier before the Individual members show up. During this period of madness, I've been made to queue behind the Individuals of hundreds that they let in an hour earlier.
But now they are discriminating, by making me purchase (total waste of money) and wear a face visor. This is NOT following government guidelines. I don't have to, nor don't want to wear a face-covering of any type Costco. You're a disgrace.”
“Ordered a set of 4 tyres on Black Friday which turned out to be not safe for my car which Costco staff didn't inform me until I turned up for an appointment. By that time I have already wasted my time to travel there, being turned down and missed all Black Friday deals. FYI the Goodyear tyres that I ordered were correct size, speed & load rating for my car.
If you search for Costco UK reviews, their customer care is also utterly useless, they only respond to positive feedback basically ignore all negative feedback from what I can see.
When I turned up for the appointment I was told by the staff member that these tyres are runflat which means not safe/suitable to be fitted on my car. I must point out that these tyres are actually recommended to me on Costco Website!!!
I filed a complaint however the customer care basically denying all responsibility and insisted that it was my own responsibility to make sure the tyres are suitable. Overall a series of incidents has caused me to miss out on all Black Friday deals. Basically Costco was saying they only supply tyres but it is their customer's responsibility to make sure the tyres are correct / safe for their cars and will not compensate me.
I regret that I wanted to save a bit of money and went for Costco to get these premium tyres. I should have read the internet reviews and went for a proper tyre shop.”
“I have been a member for thirty five years. Now noticed the prices on TV'S are higher in Costco. I point this out to Anthony in Croydon store. He came across rude. Who pays 100.00 over the odds. Where has excellence in customer service? I was told the tv at curry's.”
“Always competitively priced, excellent customer service, always feels customer focused and makes you feel appreciated, excellent guarantees, far batter than those electrical resellers that start with a D and have an X in it who seem to only want to get as much money from you as possible without wanting to have any sort of relationship.”
“Due to the pandemic, it took Costco a month to get their act together with on-line shopping & delivery. No confirmation of a purchases, meats delivered at room temperature, a box of nine ordered was delivered as a bag of six, bread shelf life is questionable, receptionist with a 'who me care' attitude, but to their credit, probably because I was continuously in their face, I was given refunds or credits. That's typically not the way I like doing business.”
