Costco

Complaint: [redacted]
I am rejecting this response because:Wendi only recently contacted me, and we spoke on Sunday, May 21, 2017. The matter is still open, as no resolution has been offered at this time.
Sincerely,
[redacted]

[redacted]
I am responding to a complaint I received bout our pharmacy, ID [redacted]. This complaint was directed...

incorrectly toward another of our facilities, the Costco Pharmacy at [redacted] Issaquah, WA 98027.The customer’s complaint consists of three basic issues:The customer states he contacted Costco on 1/12/16 and Costco wasted 10 days getting his prescription and that his previous pharmacy, [redacted], can get his prescription within two hours. Our staff sent his physician’s office the first faxed prescription request on 1/13/16. After no response, a second faxed request was sent on 1/15/16. After still no response from his physician’s office, one of our pharmacists called the office on 1/18/16 for a verbal prescription- the pharmacist was transferred to the physician’s MA’s voicemail and left a message. On 1/20/16, our staff called the MA’s voicemail again asking for a call back regarding the status of the prescription we had not yet received. We then called the customer and left a voicemail regarding the delay. A prescription was received from a different MD later that day. The prescription from the physician we originally contacted finally arrived on 1/21/16. The customer states that his insurance and [redacted] had not made any errors in the processing of the prescription and that Costco had simply failed to call Envision for an override or the rejection based on the medication’s cost. On 1/20/16, when our staff tried to process his prescription, two rejections were received from his insurance (RFTS is Refill Too Soon):RFTS DISPENSED AT OTHER PHCY-NEXT AVAILABLE FILL DATE 3/27/2016.PLAN LIMITATION EXCEEDED-PA MAX DOLLAR ($6955.30)The customer was given this information via email and advised to contact [redacted] to have them check their records. He contacted our staff and stated he had picked up a 30 day supply at ta [redacted] on 1/1/16 but could not understand the 3/27/16 next fill date. On 1/21/16 we were able to process his prescription through the insurance. The only reason this was possible was that on 1/20/16 [redacted] reprocessed the prescription filled on 1/1/16 for the correct supply of 30 days. The customer states the prescription was shipped UPS Signature Required making it difficult for him to receive the prescription as he works during the day. He was upset at the $6.00 transfer charge to relocate the delivery from the UPS hub to a local UPS store, and did not ask for UPS shipping in the first place. When the customer spoke to our staff on 1/12/16 he stated he lived in the desert and wanted to know how the prescription would be shipped. He was informed at that time that due to cost the prescription would be shipped UPS Signature Required. While we have happily refunded the $6.00 transfer charge, this had to be paid upfront by the customer in order to have the package routed to another UPS facility. One of our pharmacists spent over an hour with the customer and UPS on a three-way call in order to get the package routed to a more convenient delivery address. Mail order pharmacies are highly automated facilities that have limited processes available for processing and shipping prescriptions. The lack of variables decreases the risk of dispensing errors and lowers costs, resulting in savings to insurers, employers, andPatients. This also requires customers to secure mail boxes and set up alternative delivery sites to ensure they receive their medication. If customers desire an alternative form of shipping orDelivery they must call and talk to our staff about any available options before each shipment.Any questions, please feel free to contact me at the number below. Sincerely,Steven F. A[redacted] RPh Assistant
Pharmacy Manager CostcoMail
Order Pharmacy [redacted]Everett, WA 98204800-607-6861

Complaint: [redacted]I am rejecting this response because:
Already provided detailed response several days ago.Sincerely,[redacted]

Dear Ms. [redacted]:
 
Your complaint to the Revdex.com on November 4th, 2016 to Costco Wholesale Corporation (“Costco”) has been forwarded to me for response.
 
In researching your transaction, this PIN debit card transaction would have been routed by our processor, First Data, to the debit...

network, Interlink, who in turn would have passed the transaction to your financial institution.
 
In your complaint, you had stated Costco withdrew the cost of your gasoline purchase ($18.77) and "held" an additional $100.00.  Let me briefly describe the two-step transaction process used by Costco, as well as other major gasoline retailers, for gasoline transactions that are settled using a PIN based debit card.  In the first step, when the cardholder initially swipes their debit card and enters a PIN number, Costco will seek a pre-authorization from the card issuing financial institution in the amount of $100.00.  This portion of the transaction validates the authenticity of the cardholder and the bank account, and permits the member to pump up to $100.00 worth of gasoline.  The second part of the transaction takes place when the member has finished pumping gasoline.  At that time a second transaction, the pre-auth complete transaction, is sent to the bank indicating the actual purchase amount.  The financial institution is to then reverse the initial authorization transaction ($100.00) and post the actual sale amount.  This process should take place within minutes, but in no event should be longer than a few hours.  With a PIN-enabled transaction, the financial institution should not be posting the initial authorization amount ($100.00) to the cardholder’s bank account.  However, Costco does not have any control over the manner in which the card issuing financial institution chooses to handle a gasoline pre-auth transaction.  At no time during this transaction did Costco receive the $100.00 pre-authorization amount from your account.
 
 
This two-step process is also displayed on our gasoline pumps, which reads:
 
"When fuel is purchased with a PIN debit card or Visa card, Costco requests a "pre-authorization" from the card issuer before beginning the fueling process. This is a temporary hold that assures Costco will be paid for fuel dispensed. The “pre-authorized” amount is approved by the card issuer and may be up to $100. After fuel is dispensed, Costco IMMEDIATELY sends a "completion transaction"  message to the card issuer with the actual purchase amount. It is the responsibility of the card issuer to  remove the “pre-authorization” amount promptly."
 
In this instance, we believe that your financial institution is not releasing the "hold" in a timely manner.
 
If your account still has a "hold" for $100.00, please contact [redacted]@costco.com and a member of our team will be happy to speak with you and your financial institution to resolve.
 
Very truly yours,
 
COSTCO WHOLESALE CORPORATION

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

This is case # [redacted], which two escalation emails are attached. From case notes it appears that Warehouse was reimburse the Member for recovery media. Contrary to Member’s claims, HP doesn’t cover software under their limited warranty (copy attached). Here is relevant statement from page 7 of...

the HP warranty:
 
“EXCEPT AS PROVIDED IN THE APPLICABLE SOFTWARE END-USER LICENSE OR
PROGRAM LICENSE AGREEMENT, OR IF OTHERWISE PROVIDED UNDER LOCAL LAW,
SOFTWARE PRODUCTS, INCLUDING ANY SOFTWARE PRODUCTS, FREEWARE (AS
DEFINED BELOW), AND THE OPERATING SYSTEM PREINSTALLED BY HP ARE PROVIDED
“AS IS” AND WITH ALL FAULTS, AND HP HEREBY DISCLAIMS ALL OTHER WARRANTIES
AND CONDITIONS, EITHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, BUT NOT
LIMITED TO, WARRANTIES OF TITLE AND NON INFRINGEMENT, ANY IMPLIED
WARRANTIES, DUTIES, OR CONDITIONS OF MERCHANTABILITY, OF FITNESS FOR A
PARTICULAR PURPOSE, AND OF LACK OF VIRUSES”
 
Further claim of Member that recovery software can be downloaded from the internet is inaccurate also, recovery media is only available by ordering either DVD or flash drive media (depending on computer model) from HP.

From: [redacted]  Sent: Wednesday, June 14, 2017 10:50 AM Subject: ID [redacted]ID [redacted]Referencing the above online submission, I should have added the following important information.  The original purchase date was specified as May 2010.   This is correct, although...

the actual door was installed later that year.IMPORTANT:  The reason this claim appears old is because after the door was installed our area experienced a 6yr drought (southern calilfornia), and there was no opportunity to experience the claim that is being made (leak from improperly installed door).  Since we had a drought, there was never any rain to experience the door leaking.  That changed in the fall of 2016, when we experienced significant rainfall and subsequently water which penetrated the improperly installed door.  Thank you,*. [redacted]

It was Costco's understanding the manufacturer refunded Mr. [redacted] in full for his purchase.  Upon receiving his response, we asked the manufacturer to refund him any difference, including sales tax, between what he paid and what he has received as a refund.Costco apologizes to Mr. [redacted] for any inconvenience he encountered from contacting Costco directly regarding the recall. Costco typically relies on its suppliers for all recall-related matters. Although we realize the recalled product was not exclusive to Costco, we will address the supplier's handling processes with the supplier to avoid any recurring similar inconveniences.

We have been actively working with the member and the insurancr carrier they enrolled with to resolve the concerns.This issue has been escalated up the Blue Cross/Blue Shield Association channels by our team in an effort to further address/resolve the member concerns.The agents have been & will...

remain in consistent contact with both the member & the insurance carrier to resolve this concern.

We have been in contact with the member as have the company who provided the product.  We are currently working on a resolution.

Please recall that due to your behavior at Costco's Fresno location on separate occasions,Costco was forced to cancel your membership.   As a customer service gesture to you, and in our sole discretion, we twice reinstated  your membership.It is my understanding that the abusive...

behavior which forced Costco to cancel your membership twice has regrettably continued unabated at other Costco locations.You have left Costco with no choice but to cancel your membership again, revoke your shopping privileges (including at our pharmacy or  online), and trespass you from all Costco properties. Your presence on any Costco property will be deemed a trespass, and, in such case, Costco reserves the right to notify the police department.While we regret having to take this measure, we do not feel you left us with any reasonable alternatives. We consider this matter closed, and will not reinstate your membership. Any communication you feel you need to undertake with Costco must be in writing to  my attention, and Costco reserves the right not to respond.Enclosed is a check for $55.00, which is a full refund of your 2017-18 membership fee.

Upon further review of this transaction, it is concluded that the cashier was in full compliance with Costco policy and VISA merchant agreements.
We are a member-based wholesale company that does not allow anyone without a paid membership to shop. The membership card that was presented...

and scanned to complete this transaction did not belong to the VISA cardholder. Because the Costco member's information did not match the VISA card, identification was requested. Had a Costco issued membership card been presented upon this request, that would have been sufficient identification to resolve the above discrepancy.
VISA's merchant agreement does prohibit a merchant from denying a transaction if a VISA cardholder refuses to present identification. Although VISA recommends that merchants refrain from asking for identification, it is Costco cashier procedures to do so.
Identification was presented upon request. No transaction was denied in this matter.
Thank you.

Member will be contacted by Concierge letting them know Costco has authorized this one time return. Once contacted Concierge will send REA (Return Email Authorization) to members choice of warehouse

Thank you for your recent inquiry on behalf of [redacted]. We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.
We are actively working on getting Samsung to agree to provide parts for a repair but due...

to weather conditions, the parties that could authorize this are unavailable.  We will keep you posted.

Costco Wholesale stands by our letter that was sent to Ms. [redacted].

Costco Wholesale is actively looking into this case to seek the best resolution for our valued member.

Complaint: [redacted]
I am rejecting this response because: The business is very aggressive and unprofessional in their behavior. As you can see they are not wanting to take responsibility for their actions. I am not accepting their response as an approval, because they have not attempted to fix their behavior which the public must be made aware of
Sincerely,
[redacted]

I called the member on 11/23 in the afternoon some time. We talked about the issue that he had and I expressed my apologies and that was not the correct way thing should've went down.  He wanted to know if he could refund his membership and I notified him that he could refund it at anytime he...

wanted to until the membership expires next year.  I informed him that he paid $110.00 for the membership and not $120.00.  I asked if that is something he would like to do today and he expressed that he wanted to shop for a month and then he would do it, which I told him was fine with us.  I also told him that I would follow up with the employee who gave him bad information about needing to sign up.  Later that day I received another member complaint email about the same member.  He feels that he should be compensated more than just a refund for his troubles. I will be contacting him today to discuss this furthermore.

Complaint: [redacted]
I am rejecting this response because:I regret having to return 2 laptops recently. But I can't be expected to keep a defected laptop. The HP laptop had many issues. I sent it back to HP for repaire. Once it arrived it still had many of the issues. In fact, HP offered to buy it back from me but I decided to return it to Costco instead. Upon return a manager from Costco informed me that I was getting close to my limit but that I have not reached it yet. When my request for rebate was denied I informed the supervisor that I'll be filing a complaint with Revdex.com and that is when Costco decided to ban me from online shopping of electronics. I believe it was done as retaliation. If this ban continues I have to cancel my Costco membership all together. It makes no sense to pay full membership while I'm getting partial services. I believe Costco should consider that the HP laptop which prompted the ban was defected. May be Costco should consider selling reliable laptops so that there would not be returns as oppose to putting the burden on the consumer. In fact, this specific laptop has received only 2 stars in Costco customer review. And most people complain about the very same issue I had with it. Usually I pay attention to reviews and consider them as part of my decision making. But I this case I trusted that Costco would not sell problematic items. I was told my Costco technical services to return it get purchase another one. They both had the same issue. I'm very happy with my Lenovo laptop from Costco and would like to purchase another one. As compromise, if given the rebate I'm welling to wave my 90 return on the Lenovo laptop to only 30 days. and I would still keep my Costco membership if the ban is removed. 
Sincerely,
[redacted]

Costco is continuing to look into this case.