Costco

We purchase many ice cream sundaes and other food items during the year. Today we got two chocolate sundaes, and they were yellow and gritty versus the normal very creamy.

I was told they no longer were using yogurt but had changed to ice cream. The new product is terrible and appeared to be ice milk.

We threw ours in the trash. Is this change permanent? This seems to be a bad business decision IMHO

Thanks, Rorey M. Faiola

On 7/19/22 there was a power outage in our area and thereafter the Lennox HVAC did not come back on line however our other HVAC unit supporting the upstairs did. We made the call to Comfort Shield got a claim # and they did dispatch a servicer (not Lennox accredited) that said it needed a new panel and suggested the unit should have a fail safe mechanisms for such situations but doesn't. The servicer they dispatched then refused to deal with Comfort Shield although they were folks they dispatched in terms of payment and wanted to be paid directly by us. The servicer sent was not credible based on the work order they sent - Supply and install a new panel board - $ 1100.00 full stop - no description of the faulty equipment etc.

Since then we have been calling Comfort Shield daily and have placed a number of calls to Lennox Consumer Affairs all with no positive result.

Since the reason we purchased the unit was our faith in Costco working with reputable companies and the strong warranty associated the product we feel Costco needs to get involved with the parties in seeing this to a resolution.

This matter has twice been escalated with Costco by phone - and a resolution promised within 24-48 hours and the time elapses with no follow-up by Costco.

14 days have now gone by and we still have no resolution. If a servicer won't accept the warranty and perform the service it is worthless. Someone in costco consumer affairs needs to investigate what is causing the stalemate as we have a case # and no one is denying that the equipment and labor are covered by warranty. The case # is 2308135. The call back # is [protected] which is also the number associated with the contract.

I have now been on hold with Lennox consumer affairs over 30 minutes - horrible customer service experience to try and even speak with a responsible party.

Today 7/25/2022 I called for tech support. After listening to the automated message repeatedly say hold time would be 10 minutes, my calls have been answered over 30 minutes later. My first call was answered by Chris and after I explained my problem he disconnected my call intentionally. I called again and after being on hold for over 30 minutes Mina answered and the same thing she disconnected my call intentionally. I'm currently on the phone again it's been 7:24 minutes and still holding hopefully this time I don't get disconnected. The reason I purchased the desktop from Costco is because they offer concierge services, but now I'm having regrets. Costco management needs to be aware that the people they are hiring for their concierge services are not representing the company in a positive manner. But I can tell you they are quick to cash their pay checks. Maybe Costco is better off hiring a company to represent them. Please have someone help me contact me. I'm still on hold :(

In February 2022, I was given a dog to serve me an an ESA and help me cope with my high anxiety and stress levels for when I shop, pay bills, or anything that overwhelms me. I took this ESA with me to Costco and was blatantly advised “No dogs!” by the lady at the front when yelled. I was completely embarrassed by the way she tasted me. So, as to not make my anxiety worse I turned around and left.

Yesterday, 7/23/22, I went to Costco. To my surprise, I saw 3 dogs inside Costco. One of them was in a doggy carrier as I had carried my dog in because I need to have him near me. In any case, I feel this was discrimination by that lady to not allow me in. I am an older, slightly overweight, Latina woman who doesn’t look or act like I am wealthy so it very well was an easy target for that worker to feel power over.

I do not like confrontation, although I could have very well had her at least written up for how she treated me, if not fired for discrimination on metal health and violating ADA Laws.

June, 2022 transposed my payment amount. I never pay interest and always pay my balance in full. Figured Citi would understand and give me a break on my one mistake. They had two interest charges for June and gave me credit for one, but indicated could only do one, so accepted that. Proceeded to pay the entire balance way ahead of time. When the July statement was created more interest was charged. Citi would not adjust and indicated that there was two months of interest. This is absurd that a person keeps getting charged interest when the balance has been paid in full. I believe the charges they are computing interest on where paid in full and they are computing interest on a zero balance. I understand I made the error, but if you look at my prior history it is obvious that I always pay in full and I feel that should account for something.

Thank you for your consideration in this matter.

When I paid with cash, the employee with name Art (in Alhambra, Ca) was giving me an attitude (I was not doing or saying ANYTHING wrong), and he threw the change. All coins fell down, and I couldn’t reach most of them. There was no apology expressed, and he did not help me to reach the coins, and I left. All of this was accompanied by his weird looks at me. This was totally inappropriate (and even weird) behavior.

We purchased a Microsoft Surface Pro 7 for our daughter less than 2 years ago and it is still under Costco’s warranty.

Recently, the touch screen function stop working. We contacted Costco Concierge Tech Support to report the issue. they told us to reset it to factory state and send the laptop back to Costco for repair. It took twelve days for the laptop to get to Costco repair center from the time we first called Concierge.

Two days ago, I called in to check on the status, and I was transferred from department to department. then I was told that it will take 3-4 weeks to get it fixed and there is a chance that it cannot be fixed. In that case, Costco will replace our less than two years old Microsoft Surface Pro 7 which we paid over $1600.00 with a refurbished one. That refurbished laptop can be 3 or 4 or 5 years old. I was dumbfounded by this ridiculous policy. I have made it very clearly to the Concierge Tech Support agent that we will not accept any refurbished laptop for exchange. Costco can either repair it to fully functional or give us the store credit so we can purchase another one from Costco.

As I am writing this complaint, my daughter is desperately needing the laptop for her school which starts on July 5th.

After being Costco’s executive member for over thirty years, I hope Costco will value loyalty as well as customer satisfaction, and will do the right thing for us.

An Executive member of Costco

We have had Costco water delivery service for sometime ow, a couple of years at least. Sparkletts was a great company, NO delivery issues before or during covid. We got our water like clockwork, until Primo water bought put Sparkletts. We have had northing but issues with them and our delivery price keeps going up. We have water delivered every other Monday, now we will have to skip 2 delivery dates because of Juneteenth and because we are scheduled for July 4th, again our delivery day. You’d think that since not delivering on Monday they could delivery on Tuesday but no…we have to wait 6 weeks for their service now. I know we are not the only ones with issues, how can Costco ethically continue to support a company that can not or will not support Costco members? Unbelievable.

I will never purchase another TV or any item that may need warranty service. I just spent almost 1.5 hours on the phone w a Costoc Concierge Rep and have never in my life had a rep yell at me, talk over me, or argue with me. It's the most unprofessional thing I've ever experienced in my life and I'm shocked that someone exists with these abhorrent manners and lack of self control.

After the rep spent 45 minutes trouble shooting with me and then said a tech sent me an email confirming all of my information and the issue, I told her that what she was saying is in the email isn't. She kept arguing that it is and she is looking at it and it has model, serial number, issue blah blah blah, I kept trying to interrupt her to tell her that wasn't the case and instead of stopping, she just started yelling over me. I kept telling her that it doesn't have the model number or serial number or any of the problems we spent all this time, we went around again with her yelling that she's looking at the same thing. The ATTITUDE that she was giving me was similar to a young female hoodlum who grew up on the streets and gets in your face when she doesn't like something. I was in disbelief. I told her I wanted to speak to a manager and she kept giving me lip. What in the heck? You work for an international company and you think it's okay to talk to customers this way? I tell her I'm recording the call and all of a sudden her attitude changes. She said they also record the call, which I knew but was surprised she felt so entitled that she can do whatever she wants. I guess they aren't reviewed unless needed. After insisting to be transferred to a manager, she asks what about? Wants to argue more when I tell her it's obvious and I've already told her, but she won't until I tell her again that it is about her, her unprofessionalism, chip on her shoulder, yelling at a customers, etc. I'm then transferred to BRIAN who has a very very similar attitude. Dismissive, attitude, and condescending. I could already tell by his voice and his lack of understanding on how to deal with a simple customer complaint that he was young and lacks experience, but when he starts talking about "social engineering" with how he is responding to me, I realize I'm speaking to a socially retarded person who must have just finished school or gets brainwashed on how to be a manager. Brian, you may learn about social engineering but you don't tell a customer about what the structure of a conversation is. That is just on the spectrum. Anyway, now I know to never purchase a TV or any concierge covered product from Costco and after speaking to this girl, I'm disgusted that she would represent her ethnicity and generation with such disgrace.

My English mastiff got extremely sick after a couple of the treats. After talking with the vet we came to realize she wouldn't pass the treats and couldn’t digest them; they are hard like rubber and so hard to break. If a small dog swallowed these they unfortunately won't make it. Several people on their website and Amazon are complaining that these treats killed their dog. Jerky should easily break up but not these. The ingredients are not even listed on the bag! After doing my due diligence, I learned the ingredients are from China so it is false advertising on the bag. Luckily, my girl is OK after being extremely sick over a week. Please please take these off of your shelves

My name is [edited] and my member number is [edited]. On or about May 18, 2022 I purchased a GE Upright Freezer from Costco online. It was delivered to my home on a couple of weeks later. The drivers did not give me any receipt. I went on the Costco website and surprisingly there is NO evidence of my order. I paid with my credit card on 5/18/22 in the amount of $861.99. Obviously I need a receipt and/or evidence of my purchase in case of a warranty issue. I am now on hold for your customer service, waiting for over 30 minutes to speak to somebody. I am surprised at the poor customer service, my time is very valuable! You accepted my payment on this order but I am having to spend my time now because the order has apparently disappeared! I am very unhappy!

Purchased 2/14/2021; lightly used until recently because of COVID and no family get-togethers; first family "reunion," lots of oven use requiring self-cleaning; self-cleaning caused failure of control panel; Concierge Melissa extremely efficient and oven repaired; during repair, wiring safety issue caused during installation discovered, 240 wiring not properly insulated; advised to 1) not use oven until repaired; 2) not use self-cleaning as this is a continuing issue with LG oven; contacted Concierge re safety issue and after much shuffling around was told installation not guaranteed after first few months of installation and nothing Costco could do. They also could not provide the name of the installation company. Had COVID not been so prevalent, we likely would have had these issues shortly after purchase of the appliance. Repair is underway.

Case of The Phantom Patio Umbrella. I ordered a patio umbrella on May 16, finally found out June 3rd that there wasn't never an umbrella ever shipped! Costco email was sent a couple days later stating that umbrella being shipped, UPS sent an email saying it was in the process of being labeled & gave a tracking #. After a couple of weeks wondering what was taking so long, I finally got a live person from UPS to talk to, who had no answers. When I got hold of a person at Costco, she said that the Umbrella was either discontinued or out of stock! I was shocked that Costco that would say that it was shipped, that they would not communicate to me that it was unavailable, or that the umbrellas were even available to order online!

Order placed on May 17, 2022 with a delivery date on May 25, 2022. Got a call the night before with a time frame of 9-11 am. No delivery no communication from Costco

Second delivery date, June 2,2022. Called the night before, time frame 2-4. No delivery, no communication from Costco. How many delivery call and setups before I actually get my items Paid for.

My order was confirmed to be delivered on 05/28/22 between 11:00am and 1:00pm. Waited all day and no update regarding a delay. No call, no text, nothing about a problem. No delivery.

Called Costco Logistics Monday morning and was told "hold" time would be about 41 minutes, I hung up. This was Costco's screwup and I'm expected to be even further inconvenienced.

I called back Thursday morning with a wait time of 17 minutes to reschedule for another delivery date.

This experience reflects badly on Costco and shows how incompetent their delivery service is. They screw up and the customer pays the price.

Beware! Think twice about their promised "2 hour" window.

To add more grief to the matter is that you cannot "talk" to a live representative,

thus the purpose of this complaint.

On Monday May 23, 2022 I purchased an atlantic salmon fillet. A little over 2.5lbs with a ‘sell by’ date of May 28, 2022. As soon as I got home I started cutting it up for dinner and noticed the flap where they fold the salmon to fit in the package had been rotten. It was slimy and dark green in color.

Store: Naperville #342

Citi Bank / Costco

Reference # 202206171035008039622

Colleen W Southard

SS# - - - - - 4816

Costco member # [protected]

On March 8 Citi Bank was issued payment from Legend Bank bill pay service. The bill was for $256.54. An error was made with the decimal and they were sent $25,654.00. The error was recognized and the bank was contacted but the check had been sent. Citi Bank was notified on or about March 9. In conversation, we were told it would not be a problem but would likely take 7-12 business days. Not being happy with the answer we asked to be sent to another person in a more responsible position. They said they would check into it and return a call within 24 hours. No call was received.

On April 5 we received a letter stating that we needed to send a copy of the canceled check, of electronic information. We did so immediately. (Acopy can be sent to you as well) It states plainly that once the information is received a refund for the credit balance will be sent. It has not been sent.

On April 27 we received a letter stating that it would be 10-14 business days to respond. No one has responded.

We have received two bank statements showing the credit balance. It is obvious that Cit received and processed the check.

In speaking with several persons, each has promised a callback. Not one has called.

On April 19 we called again at 4:25 pm., spoke to Isiah, and promised a refund in 5-7 business days.

On April 29 we spoke to a “manager in Florida named Susan.

We waited until May 16 which was the end of the time stated on the letter to get the refund. It did not arrive.

We called and talked to Jana who said they would reassign it because they were leaving on vacation. We were told to go to our bank to have it reversed. She said they would call within 24 hours. No one called.

On May 17, we went to the bank and because it had been over 60 days they said they could do nothing.

We called again on May 18 after receiving no call and it had been reassigned to Jessica. She said she would check on it and call back … within 24 hours.

This Citi Card Visa is issued through Costco. The name on the front of the card is Colleen W Southard. The name on the back of the card is Charis Hills, Inc. The check came from Legend Bank ([protected]). Colleen Southard is on the bank account at Legend Bank but her name and Charis Hills Inc are on the Visa card. It shows on our Citi account that we are owed the funds remaining. At this point, we have invested numbers of hours and worry. I expect this can be settled and I would hope an apology is issued.

You can make the check out to Charis Hills, Colleen Southard, or Rand Southard. It does not matter. But we need those funds asap.

Please respond,

Colleen W Southard

[protected]@charishills.org

[protected]

Rand Southard

[protected]@charishills.org

Signator on check

(My name is on the bank account but not the Visa card.)

I realize the check is not due from COSTCO but we are hoping you can provide some information or a resolution.

On 10/2/2022 my bank account was charged $ 60.00 for a "renewal" of my Costco membership. I am disabled and have never shopped at COSTCO, nor have I ever had a membership.

I called immediately to inquire why this was done. As I attempted to get through, I got a recorded message that instructed me to wait three days to dispute the renewal membership, which I did. Had I disputed it immediately with my bank while the charge was still pending, I could have ended the matter but I did as COSTCO instructed me, trusting they would take care of this matter.

I called back and the customer service representative confirmed I had no membership with COSTCO to renew but outrageously, cavalierly informed me I would have to dispute the matter with my bank. I told her the dispute was not with my bank, but with COSTCO and demanded to talk to her supervisor.

I spoke with Dorothy Bennett, who also confirmed I had no membership but refused to refund my money, informing me I had to have the name of the person with the membership. I told her that was exactly my point: I did not know who purchased this membership and I was very anxious to know who did so I knew who had access to my banking information. I gave her the last four digits of my debit card to track the purchase, but she claimed she couldn't do it.

I have since discovered that a membership can only be used by the person who purchased it and with their debit card. Since I have no membership, this means my money was taken but no one can use the membership (that doesn't exist) since it is linked to my debit card.

I have also learned that COSTCO employees hound customers for renewal memberships because they get a commission for this. I am disabled and elderly, and do all my shopping online, except for rare occasions one of my sons shops for me. COSTCO confirmed neither one of them have a membership and without one, they could not have used my card in their store.

Knowing all this, COSTCO still refuses my refund, telling me to dispute it with my bank. I am absolutely appalled by this. I did not want to file this complaint with CustomerService because that is the same department that refused my refund. I wanted to file with Corporate Office but couldn't because I needed my membership number, I don't have, to obtain access.

Almost two thousand complaints have been filed against COSTCO and only 131 of those have been resolved. What poor customer service this attests to.

I have saved this complaint and if I do not receive my money back, it will be forwarded to the Better Business Bureau, RIPOFF, the attorney generals office and anyone else I can think of.

New GE refrigerator purchased through Costco installed March 31. Top freezer door handle was loose. The handle started to loosen more so I contacted GE who said to contact Costco on installation problems.

When I called Costco concierge, I was told I missed the date to have to adjustments made, but they would set me up with an service appt.

A GE repairman came 5/7/22 and said they do not do installation corrections.

Costco had contacted him. Door handles installed incorrectly and upside down

Costco, Union NJ Warehouse. On 4/16 I ordered a set of 4 Michelin Tires for my Cadillac SRX and on 4/20 I ordered a set of 4 tires for my Chevy Express Passenger Van. On 4/21 I received an email that my tires for the van where in. I proceeded to call and make an appointment for 5PM on the that day, the 21st to install the tires on the Chevy Van. My son and his 8 month pregnant girlfriend met me there since they drive the van. We arrived 4:30 PM. Dropped the van at the tire center and I found out that the tires for my Cadillac were also in. So I said to the tire center manager Justin who was helping Us that maybe I could get those tires put on today also. He said he was alone and it would be a while so I said No Problem I will make an appointment for another day on those. He also said that his lifts only lift 10,000 pound and it might be a problem with our van. I checked an our Van is Curb Weight at 6,408 lbs. Shouldn't be a problem. We left to go in and shop.

About an hour and a half later I get a call form the tire service that he can't install our tires and to come back to the tire center. He said the van is to heavy and he can't put it on his lift according to the paperwork or something. So he tells us we can get a refund of the installation and take the tires with us or they will refund everything. I said OK I'm not happy, This should be disclosed that vans and larger SUV's tires will not be installed, but I will take the tires I guess and have them installed somewhere else. He takes me to customer service for the refund and leaves. The nice lady at customer service asks me all the details and then calls over her Manager who used to be the manager of Tires. He comes over and I explain the situation and he says he will go to wait and he will go over and speak to the tire center guys.

He returns and informs me that he spoke to them and they will install our tires. It is now around 6:15 PM and we have a full shopping cart, we spent around $350.00. We are sitting at the tables by the customer service and food court on the hard benches. almost 2 more hours go by and I take a walk outside to see if they are working on our van and No Not Yet. At this point my Son looks in our cart and Sees that there is a Skirt Steak we bought for $33.38 and it is warm and has been sitting for about 3 hours and I decide to return it since I wasn't expecting to be sitting here this long and with his girlfriend 8 months pregnant, he doesn't want to risk eating it. At this point the young manager sees us still waiting and is like your still waiting. They refund the steak and she calls her boss the other manager back who proceeded to go back to the tire area to see what was going on. He comes back and apologizes and says their manager isn't in Today, but he would speak to him about this and they are working on it now. Around 9PM I decided to get a refund for the other tires I ordered for My Cadillac as I was not going through this Again! When I told the Manager this I said I would get it from BJ's or another Company, He Said but their price is higher than Costco's. Honestly Saving $100 Isn't worth the 5 hour Wait and Treatment I received. It was evident that they did not want to install our tires and since they were told they had to by that manager they were going to punish us by making us wait till the end. The tire guy Justin called us several times asking weird questions. We finally left the store around 9:20PM. So from 4:30 to 9:30 with a 5PM Appointment.

The next day Friday I called Customer Service to explain what had happened and the nice lady said she would pass the information to the Manager of the Union Store and I would receive a phone call or email from that Manger. NO ONE has reached out to me at All!

Just to let everyone know, I reached out to Mavis Tires who said that they match others sales on tires and they sent me back an email to call their rep. who was very nice and said they would match the price Costco had charged me for everything.