We ordered our appliances on April 24, 2021 for May 24th and June 7th delivery. Order numbers: [protected], [protected] .
We got a call before May 24th and the delivery and installations all got moved to June 7th, the logistics company noting that they only deliver on Mondays and May 31st was a Monday/Memorial Day.
Come June 7th, two delivery drivers bring five appliances: a Washer, Dryer, Refrigerator, Microwave, Range, and Dishwasher. They state that an installer will come later the same day after they mark the items as delivered. They were both super polite and seemingly helpful, one even tried to install the dryer but said he did not have the correct hose for hookup. They also left the refrigerator in the garage, noting that the installer would bring the correct tool to remove the doors for installation and to get it through our doors. They placed the dishwasher and the oven/range in front of our drawers and pantry, so we are unable to access our pantry where all of our dry food is currently. We just moved into a new house, so we are living out of coolers and a mini-fridge - making our new appliances pretty important.
Our delivery window was 9:30 to 11:30, and after not hearing from the installer by 1:00 p.m., I called Costco who said I needed to speak to Costco Logistics. I then sat on hold for ~50 minutes for Costco Logistics and then spoke to a representative, A*****a who was fairly curt throughout the conversation despite my husband and I remaining very kind and patient (he is in customer service and I am a nurse, we know what it is like to be yelled at and we don't take that route). She told us that we should have told the delivery people not to leave until they installed the appliances, and said that it was their job to do it. She stated that the delivery people cannot come back until at least next Monday (June 14th) but it may be 2 - 3 weeks. She noted that the delivery people should have called to report they could not install our appliances, and then Costco Logistics would have called us to confirm we were okay with the plan.
She noted several times that we should have called Costco Logistics while they were still here, and now we will just have to wait. I explained that we have no appliances, are running out of clean clothes, and cannot access our pantry so the food in there will go bad. I asked if we could hire a local installer and get reimbursed and she stated no, we would have to wait until the delivery company could return. She stated she tried to call the warehouse, but they didn't answer and I would need to call back tomorrow to request someone call the warehouse. I asked if someone from Costco Logistics could call the Warehouse and then call me, instead of me calling to request they call and then they call me back. She stated "I don't work tomorrow, so you will have to call first thing". I asked for the Warehouse's direct number, and she said they cannot provide that to members.
She noted without prompting that this situation was unacceptable and I agreed. I asked that this be escalated because this is not the service I expect from Costco, and to have appliances left blocking access to food and without an installation date available I would like to speak to a supervisor. She stated "What do you think that will do? Everything a supervisor would do I am doing. It won't make it faster. You will have to wait until next Monday at the earliest". I again reviewed that we are running out of clean clothes, living out of coolers and have been without appliances already for 1 week. She stated "Well I will just have to call you back. I can't get into the installation schedule, or the delivery system". I asked again if there was anything that could be done so we do not wait another 1-3 weeks for installation. She stated "Well if we call the delivery people, and their schedule is already full for the next few weeks, they'll have to kick someone else's stuff off the truck making another person go without, you don't want to do that". I explained that we should have had our appliances delivered and installed today, so that should be made right, offering the idea that instead of bringing a truck, they use a smaller vehicle to make a separate trip.
She became increasingly curt and scoffing at me. She also argued with me when I stated we had a washer and dryer delivered and also not installed. She stated "well I don't see that here". I offered to forward her the delivery confirmation e-mail I received, that also included a picture of how they left the oven and dishwasher in front of our pantry, and she stated curtly "No. That won't help". She continued to state that she did not see that a washer and dryer was delivered, almost as if arguing that that didn't happen. I offered the tracking number if that would help, she again curtly said "No" cutting me off.
I stayed polite and calm throughout the conversation. 2 hours into the conversation, I again acknowledged that we appreciated her help and that this was not her fault, but stated "I would like to escalate this". She then stated in a frustrated tone "What do you think that is going to do? Look. The warehouse has their own manager, the Logistics team has their own manager, and Costco Customer service has their own manager. Complaining to my manager isn't going to do anything. I am requesting they come back out to your house, which is the same thing as a complaint. What are you trying to do by escalating? Speed things up or file a complaint?" I stated "Both". She stated "It isn't going to do anything. I will transfer you to Costco Customer service and they can help get paperwork started for reimbursement for appliance installation for the dishwasher and microwave (this was already agreed upon prior to delivery and not a surprise since Costco did not have an installer in our area). I asked again if there was anything else that could be done to get an installer out sooner than 1-3 weeks. She stated no. She did not escalate the complaint.
She transferred me to Costco Customer Service and I spoke to a nice gentleman. Before transferring me she stated in a semi-condescending tone "Now remember, B****t (B) (Costco Customer Service Rep) can't help you with anything we already talked about, so don't talk to him about that. I am helping you with that. He can help you with the installation reimbursement and that's all". After she hung up, B stated "I will be following up with Costco Resolutions to help untangle this mess". He also apologized for the appliances being improperly delivered and not installed. He stated "this is not the way Costco does business, and I am sorry." I sincerely thanked him for at least acknowledging this was not acceptable and apologizing, and noted that I have been a Costco member for nearly a decade, got a Washer and Dryer delivered in 2017 without issue and have been singing their praises. I shared my disappointment with this situation. I asked what I should expect from the resolution team, and he stated they will figure out a way to get everything installed. I shared with him that we are without any appliances, living out of coolers and a mini-fridge, and running out of clean clothes. I also shared that the appliances are blocking our pantry, so our food is inaccessible and will spoil. I thanked him for his time and help. The total time spent on the customer service chat and phone was ~ 4 hours.