Costco

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. The member purchased item #1039263Dell XPS 13 Touchscreen Notebook Computer w/ 2.2GHz Intel i7-6560U Processor on 4/1/2016 through Costco.com. At such time the laptop came with a 90 day return policy and a one year Dell manufacturer warranty. The 90 day return policy for this unit expired 6/3016 and the unit is now within Costco's 2nd year warranty. Costco Concierge is a free technical support call center for member's and we've helped millions of our members mediate and facilitate warranty through our mutual partners. We have offered to have the unit repaired under our warranty and Ms. [redacted] has accepted. Costco Concierge will continue to monitor the case and ensure the unit is repaired.  I hope this response has satisfactorily addressed the Revdex.com’s concerns. Thank you again for your inquiry and for providing the opportunity to respond.

This booking was made on May 28, 2015  while [redacted] and [redacted] were sailing on the Disney Dream.  Their payment was made directly to Disney Cruise Lines while they were onboard the cruise.  We did not have access to this credit card.
 
On May 29th they called Costco Travel to transfer the booking to us using [redacted]’s membership number.
As mentioned previously, each member has their own individual membership number even if they are under the same account as a spouse or house hold member. Once under [redacted]’s membership number, it is our policy that only the member whose number the booking is under is able to make changes without expressed permission. [redacted] was advised of this policy on January 8th 2016 when [redacted] called our office to change the sail date of this trip. On this call, our Costco Travel representative gave [redacted] a call and [redacted] gave permission for this change to be made.
The reason why the amount of $638.00 cannot be refunded is because it is still an active booking under [redacted].   There are no funds to refund as the $638.00 is the deposit amount on this cruise to keep it in an active status. The only way to refund this amount is to have [redacted] cancel the booking, in which case the funds would then go back to the original form of payment that they used when they initially purchased this cruise.

Dear [redacted],
Resolution: Per your conversation with Wireless Advocates Customer Service on 5/5/16, a check for $800.00 was mailed 5/9/16 and you can expect to receive it within 7-10 business days from this date.  The check is for the refund of the devices that were...

traded in with the CE Exchange through Wireless Advocates.  
On behalf of Wireless Advocates/Costco we would like to apologize for the inconvenience and or frustration from the delayed resolution.

Mr. [redacted] we understand your concern and I certainly hope you understand that Costco Travel is not refusing to reach a resolution for the inconveniences, only to achieve a fair and reasonable one. There are terms on the invoice indicating that “services provided herein are furnished by independent contractors…..”. This is found in the Disclaimer of Liability. As I stated, we would assume that Aloha VIP would share these details to guests upon arrival so that they would be properly informed and prepared. Costco Travel is not afforded the right to dictate to aloha VIP whom they can do business with and it is possible that Roberts Hawaii is not the only service for sightseeing and transfers that Aloha VIP contracts with. Aloha VIP does have a right to contract with whom they wish to so long as they are fulfilling the demand for tours and transfers appropriately as well as their service agreements.
 
The complaint that you’ve expressed is that it was not apparent Roberts Hawaii was transporting guests on behalf of Aloha VIP, therefore you were not adequately informed of who would be transporting your party for the tour which led to the tour being missed and subsequently impacting the remainder of your trip. Had Roberts Hawaii transported you and your family, then I can only surmise that this complaint would not exist. It appears the issue may not necessarily be Roberts Hawaii or Aloha VIP, and who was transporting guests, as much as the possible lack of communication that would’ve enabled you to feel prepared and know that Roberts Hawaii was the transportation service to look for. We would like to speak with you to further discuss this, as I’m confident we can reach a fair and respectful outcome, however the attempts we’ve made to reach you have been unsuccessful. We will continue try and connect with you and work towards a resolution.

Complaint: [redacted]I am rejecting this response because:The response from Directv is not only duplicitous but also indicates that they have yet afford serious consideration to the issue or even to read or try to comprehend the issue.There was never an issue with providing my social security number or running a credit check; the issues were:1.    Insisting that I give my social security number on the salesman's private cell phone to an unknown party while standing in a very public place.            A.    This was resolved when I was told that I could return home and call Directv at a number given me by the salesman and provide my social security number using my own phone.2.    Upon attempting to effectuate the alternative specified above being told by the representative that she would not take my social security number over the phone as agreed and that I would have to return to the Costco store to complete my order.... on the salesman's private cell phone to an unknown party while standing in a very public place.3.    Receiving the multiple telephone calls and written missives.....all of which completely ignored the matter at hand to simply being one in which they felt I was not intelligent enough to understand the need for a credit check.4.    The refusal of the CSR to escalate the matter to a supervisor.            A.    The response to Revdex.com blaming the CSR when it appears obvious that she was following the directives provided by Directv.Copied below is an excerpt from one of the several missives;  I strongly suggest that both Costco and Directv read through the communications already sent to them instead of continuing to respond in nonsensical and insulting excuses.  The fact that they would respond to Revdex.com with such blatant duplicity indicates that their customers are not the only ones that they are contemptuous of.  +++++"When I tried to sign up for DirectTV in Costco the rep told me that they first tried to find my credit standing using just my name; that apparently failed, whereupon he asked me to provide my social security number in a public place on a private cell phone as I have already stated.  That irresponsible action is the major issue.   I recently received a letter from DirectTV telling me that they were unable to find me using their credit inquiry system.  It was addressed to "[REDACTED]". It would appear that the reason they couldn't find me using their standard system was because they had my name wrong.  This could be excused as human error EXCEPT for the fact that the rep went to extremes to spell my name phonetically.  In short, the misspelling of my name and resultant inability to "find" me was not merely human error; it was carelessness and negligence. Yesterday a message was left on my answering machine telling me that the reason  for the need of my social security number is to verify my credit and that if I had any other questions I could call back.  In short, DirectTV was, and is, trivializing the matter to my merely not understanding the reason for a credit check.  I did not appreciate this patronizing, dismissive, NON-answer which demonstrates complete disregard for your client base to the point of contempt. As stated, the issue is not misunderstanding the need to verify my credit; the issue is the outrageous and irresponsible manner in which they attempted to get my social security number plus the fact that they had absolutely no regard for my time; as demonstrated by the instructions given me to return to the store so that the rep could call them and then they would once again proceed  in the same irresponsible manner to get my social security number.  The patronizing and dismissive  message left on my answering machine in effect was telling me that nothing I have said to date is of consequence."
 
Sincerely,[redacted]

The member called the call center yesterday asking to cancel delivery and receive a refund.The member has been issued a refund.

Complaint: [redacted]I am rejecting this response because:This medication is for a condition that has not been disclosed to anyone other than my medical professionals. The idea that I am supposed to deliver it to another address and chance someone learning of my condition is unacceptable. When they send UPS I have to drive 32 miles each way to pick it up at the UPS hub or pay $6 to have it delivered to a local UPS office. This is not my responsibility. My concern is getting my medication, not to save Costco money. This medication retails for over $3000 so even if Costco is deaply discounts
 it and only making a small profit margin they are still making hundreds of dollars profit on a $9000 3 month supply. They can afford to send it to my door for free as they promised my employer when they got this contract to be the monopoly on my prescriptions.  I have a secure locked mailbox but they require a signature. I am at work during the day and will not be here to sign for it. Costco is the 2nd largest retailer in the world, they should be able to handle shipping and receiving. 
I also gave them both of my doctors contact info. When they contacted me after 2 weeks of being unable to contact my doctor, I was able to call and get a script sent in 5 minutes. Clearly they didn't call my second doctor. Missing this medication by even a few doses can cause me to build up a tolerance to it. I have taken it successfully for 8 years and Costco almost screwed that up the very first time I had to use their service. Just as they said in their letter to the Revdex.com in the final paragraph. It's all about saving Costco money. 
I demand that my prescriptions be delivered to my door at no cost to me as promised by Costco. If this cost them a few extra dollars that is their responsibility. They shouldn't promise what they cannot deliver!
Sincerely,[redacted]

Costco offers a 100% satisfaction guarantee to our members, so we will be happy to reimburse Mr. [redacted] for his last two gasoline purchases. Since we don't show a membership specifically for Mr. [redacted], he must have bought the gasoline under the membership of a relative.  If Mr. [redacted]...

provides us the appropriate membership number, we can refund the amount of those purchases to him directly.The Costco gas stations at the Glen Burnie and White Marsh MD locations each average over 1300 fuel transactions per day. Only Mr. [redacted] has reported a fuel quality problem, so we think it likely there is a problem with his vehicle. Costco gas stations change the fuel filters often, sample the tanks weekly, and monitor all the tanks continuously. All fuel sold in Maryland must meet the state and federal specifications for fuel quality, and Costco only buys from reputable wholesale suppliers of that market.

Complaint: [redacted]I am rejecting this response because: I MAINTAIN that I did not do damage to this computer and the HP computer touch screens are faulty.  HP is aware of this and Costco is aware of this too.  Costco sold me this laptop.  This laptop came with a warranty from costco and is still under warranty until 7/2016. I didn't need an extra warranty.  This computer is still under warranty and came with one.
Sincerely,[redacted]

Per Square Trade, the TV replacement in transit will be picked up once it has arrived and a reimbursement check will be provided.

Costco was unable to validate information provided to us at check out on 11/25/2015 and the order was canceled on 11/25/2015. If you have any further questions pleased contact us at 1-800-955-2292.

Dear Mr. [redacted],We apologize for any inconvenience that this may have caused you and we appreciate your understanding as we continue to improve our Member experience.  It appears there was a training issue with the CRS that Mr. [redacted] contacted via phone.  It is unclear why the CSR...

was unable to process the transaction that would be standard procedure.   DIRECTV SSN policy details below:DIRECTV requests a credit check for all new customer orders. New customer offers are based on the information obtained from the credit check.•    DIRECTV runs a "Hard Inquiry" on a prospect's credit file.•   A Hard Inquiry can affect a credit score by 2 to 3 points for up to 2 years.•   This type of inquiry is only run when a prospect is requesting new service.DIRECT Sales will ask to run a credit check with SSN first if the customer refuses we can try to run a credit check with the name and address however this is not always accurate.  If the customer refuses the credit check there is an upfront fee to set up the DIRECTV.Directv Customer Service attempted to contact Mr. [redacted] 4/27/16 8:47am MST , 4/28/16 11:53 am MST, 4/29/2016 11:17 am MST at [redacted].   There was not an answer each time and they did leave a message with our contact information.Colleen [redacted] Supervisor[redacted]costco.com

Complaint: [redacted]I am rejecting this response because:  I had asked for the business or Costco Regional Manager to contact...

me at [redacted] and verbally explain to me how this apology is being sent by someone from this business who was not involved.  I would like this to be expressed to me verbally, this form of written apology has no meaning coming in the form of e-mail.Sincerely,[redacted] [redacted]

Dear Ms [redacted],
As described in our first response, a "two-step transaction process is 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."
We have reached out to Visa (who's debit network, Interlink, processed your transaction) to validate that Costco sent the pre-auth complete transaction immediately after you finished pumping gas. Visa confirmed that the pre-authorization for $100 was sent to your credit union on 11/4/2016 at 11:21am, and the pre-auth complete transaction was sent to your credit union on 11/4/2016 at 11:24am, a difference of three minutes. Since you stated that the hold remained on the card for multiple hours, it seems your credit union did not reverse the pre-authorization hold immediately upon receiving the pre-auth complete transaction.
Visa has contacted your credit union to verify they are compliant with Interlink's rules and regulations for PIN based debit card transactions.
Very truly yours,
 
COSTCO WHOLESALE CORPORATION

We were unable to validate your business at the address provided or validate it as a business operating in the state of Delaware. The address that did validate at the address was Total Trans Logistics LLC. A company that provides Freight Forwarding Services. The other address in question is for CBI Express which offers Freight Forwarding Services.

Costco has made direct contact with the consumer and has reached an agreement agreeable to both the consumer and Costco.

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.
Thank you for help.Sincerely, [redacted]

Costco is in the process of providing $329 to the member for the mail in rebate. Member did not submit the rebate to Costco directly as required and promoted on the item page ("See mail-in rebate link above or type 'rebates' in the search box to submit online") and instead submitted to LG...

directly.  The offer was not set to run through LG, only directly through Costco for their members with submission through Costco's special rebate link.Regarding lengthy delivery comment, records show this arrived 3 weeks and 4 days after delivery. Member ordered laundry suite and item page stated: The estimated delivery time will be approximately 2 - 3 weeks from the time of order.  Member received a call from our delivery carrier within 3rd week from order date and set a delivery appointment for 4 days outside of the 3rd week.

Here is a copy of the law...Can a liquor store or grocery store take returns of unwanted purchases? Off-premises licensees, such as liquor stores and grocery stores, may, at their discretion, exchange unopened returns from their customers.I have already called the member back to review the law...

and issued him a gift card for his purchase.Cheryll

We have given the member a full refund.