“Setup and online only account with a Northern Ireland Address with no issues. Reda through the terms and condiditions of membership and saqw they deliver to all of the UK.
Placed and order with no issues from same address ensuring I wasnt on the listed exlusion postcodes.
Got an email from a very curt agent saying i needed a "mainland" address or cancel my order. I pointed out this was a devisive term but she continued to use it. When i asked her to clarify the issue she sent me the exact clause that showed thgey delivered to all the UK.
She then stated Costcos policy has always to only deliver to Mainland UK, in spite of there T&Cs. She then canceled my order without clarifying the issue never mind allowing me to arrage any alternative.
Very poor that such a large company would lie on their publishged Terms or allow there Agents to lie to customers and behave in such a bigoted way.
I've accepted by now that there is a "tax" for living in Northern Ireland, but when i have carefully ensured im compliant and the company allows an account to be setup and order to be placed its a different matter.
Still witing for my money to be released and for them to stop sending me 2 mailshots a day that i cant order anything from.”
“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.”
“They do not honour warranties. Bought a laptop, which developed screen, graphic card and battery problems within the year. Called tech support, who referred me to customer services, who then asked me to speak to tech support. Got fed up after 3 rounds, no interest in having the issues resolved. Was promised call backs which never happened.”
“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.”
“Ordered a fridge freezer which I had to wait in for delivery of. Standard stuff. When it arrived the driver refused to take my old one as he didn’t have room!!! He didn’t want it in his van because it would be in the way. I had paid for scraping. So Costco arranged for another crew to pick it up the next day. Another wait. The new fridge was then faulty but customer service said the replacement couldn’t come the next day with the scrapping crew because there would not be room. This didn’t make any sense as all vans had room!! They were taking my old one so room wasn’t an issue. So a third day wait has to be done but not for 5 days!! Meaning I had to ask my neighbour to store my frozen goods. No compensation for my time or the inconvenience was offered. They could of at least refunded my extra scrapping cost. Poor customer service. I won’t be buying online appliances from them again or recommending friend do.”
“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.”
“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”
“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.”
“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.”
“I am quite disappointed, take an issue with the way costco store supervisor Riya behaved when we raised the issue of double charged transaction with her on 14/10/2022 at the Western International Park, Hayes Road Hayes
London
She was Rude and patronising and tried to teach us how banking works in our own bank account when we showed her our online bank account and double charged transactions.
Her misrepresentation that the money will not be debited from pending has caused us financial loss and I suspect Fraud by misrepresentation committed by Costco via their supervisor Riya.
On 17/10/2022, after 3 days, as the money was not returned, I had to go back to Costco store but there the Store Manager was even more condescending and sarcastic . This is clear indication that they do not intend to refund my money and is proof of purposeful fraud committed by CostCo and its staff. I have called many times and visited multiple times to no vail.
Your failure to act promptly to refund the money you took fraudulently from us further confirms our suspicions of Fraud and means that we have no other option but to resort to other means.
Therefore, we are now seeking our money back plus compensation for the overdraft charges and interest through legal means under Consumer Rights Act that includes but not limited to small claims court claim without Prejudice. I shall also report Costco to Police for Fraud through their supervisor and also report to Trading Standards of UK.
I am absolutely appalled by costco's refusal or lack of action to refund our money and their supervisor Riya, who was more occupied with telling my husband “Don’t Shout” when he was not shouting than concentrate on the issue. He was just explaining the situation. This was clearly to hide the fraud she was committing in collaboration with Costco.”
“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.”
“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.”
“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 .”
“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.”
