“Ordered a very expensive corner sofa online as you cannot order these for m the shop. I was happy to pay the price as I fell in love with the sofa. The delivery of the item was something of a story, but as they use a 3rd Party company for delivery I will leave that part alone. After about 2 weeks the left hand recliner felt like the springs had gone or something. It was sagging lower than the other 2 recliners. I thought I was going mad but my husband who also thinks I am mad confirmed it was saggy. I emailed customer services asking for them to replace the end recliner as it was sagging. They offered to have someone come out and repair it. I replied and kindly said thank you but no thank you. You don’t pay that much money for a new item and need to repair something that is meant to be in pristine condition. They ignored the email so I fired off a new email asking if anyone was going to respond. They responded to tell me that head office were looking into the issue. Waited again. And nothing till finally I reached out and said never mind I want a full refund. Then they stated we need to send someone to your house to inspect the sofa before we can collect and refund. I mean really. I said fine if that is your policy. She said someone will call you in 48 hours to set up an appointment. I waited. They called. The next appointment is the 31st of August. I am so angry and their customer service was so flippant about the whole situation. You expect great customer service and I must say I was seriously disappointed. I will never buy anything online again from Costco and will be telling all of my friends and family about this experience. And buy all means if Costco would like to contact me to fix the situation I am open to conversation.”
“Don’t buy from Costco online.Customer service fob you off and they can’t even speak to their warehouse and have to e-mail them to ask where the order is.It took me 10 days to receive my IPhone as they said DPD couldn’t find my address ….yet I get deliveries from them all the time.I wonder if the CEO would tolerate their appalling service, or perhaps it is franchised out as their service used to be 1st Class.Costco staff in store are excellent and so helpful.”
“Appalling customer service and two missing deliveries with the worst customer service I have come across .I am now asking trading Standards to look at their dishonest approach. I may have to consider legal action as writing, ringing and speaking to staff Makes no difference”
“Terrible customer service from Lisa at the Costco Coventry Store.
Members of staff are rude and seem like they have had no customer service training. I have noticed a lot of the reviews mention the online costco.com team offer poor customer service, and the staff at the costco warehouse in Coventry are no different.
I sent a complaint email to customer_care_escalations who forwarded my email to Andy the Coventry Admin Manager. The reply I received seemed like a very pre-drafted generic response, no doubt as they have had previous complaints. My membership is due to run out this month and I will not be renewing any time soon.”
“Just now
AVOID AVOID AVOID you have been warned
AVOID AVOID AVOID you have been warned. Orded a T.V in black friday sale said 5 days after 8 days and two phone calls i could tell i was wasting my time so i cancelled the order. I was told i would get a refund in 24/48 hours and still waiting 2 weeks later. You will wait on hold for 30 minutes to get to speak with anyone and when you do they just fob you off saying they will contact the department will not transfer you to anyone else. I have contacted the fsa and they have 30 days by law. DO NOT BUY FROM THIS COMPANY.”
“Dont order from these clowns. Their delivery company tried to deliver on a day we werent in and hadnt arranged and then didnt redeliver. You cant contact the delivery company and you cant contact costco as their online chat is always a 1 hour plus queue and when you get near the front it cuts you off and says nobody is available, Got through once and they promised to come back to me and a week later they havent. Basically fraud!! Worst online service I have ever used.”
“I do a grocery shop every 3 months. Two days ago I filled my basket with 34 items that were in stock. I left my computer to get my credit card only to find upon my return that all of them items in my basket had been deleted and were not available at all on the site.
I contacted Aaron via webchat and he said there must have been a run on the items. Yes, Aaron - hundreds of people across the UK simultaneously purchased all the bay leaves and balsamic glaze you had in stock.
I am unimpressed.”
“Shopping in store is ok but shopping online is shambolic. Customer service is very very pooor or non existent. They lie when they say your order will be delivered in 5 working days. And if you complain they just cancel your order without any explanation. The worst company to shop online with.. avoid at any cost. Do not use Costco online services”
“Placed order on a Thursday with a delivery slot selected for the Monday. After phoning customer services 3 times and emailing still no news on my delivery. Are they told to lie about deliveries? Was meant to be contacted by email again but heard nothing. Would of given 0 stars if possible!!!!”
“I would give 0 stars for the delivery and the rubbish told to us by customer service, I will be canceling my 22 year old business membership, this is the worst Costco has ever been.”
“Slowest delivery service -
Customers pay premium to be members - For what? Ordering online is the worst experience. Extremely slow it would be cheaper just to purchase items on Amazon, at least you know you will get it the next day. NEVER shopping again online costco. I ordered an item few days ago, and the status is still under 'PROCESSING' stage”
“I ordered a makeup set almost 2 months ago and it still hasn't came, i rang and asked them 2 weeks ago and they said they will check and they will call me but they havent called me im still waiting for my package, this is terrible service.”
“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 ???”
