Costco

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.

Complaint: [redacted]
I am rejecting this response because: this isn’t how Costco treats it’s memebers 
Sincerely,
[redacted]

The credit was issued and apologize for the inconvenience.

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

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]

We have successfully refunded the member in full and have followed up with him regarding his promotional Costco Cash Card for 60$. 
His tires were successfully installed on Sunday at our Location in Indianapolis. The member is now happy with the resolution provided and will be...

receiving a Costco Cash Card for the inconvenience as well.

Thank you for researching the issues and providing a response. I am satisfied with the resolution and the information provided. I know I owe you a phone call - I was on vacation last week and will call you today. Thanks again.

On Monday I called [redacted] and spoke to her about her complaint. I apologized for the confusion and told her that we appreciated it her business. I explained that we would like to fix the situation and refund her for the product that wasn't as expected. We refunded the product for her and she felt...

that it had been resolved. Thank you very much.

We are actively working on a resolution for this case and we have a phone call scheduled with the member today.

Thank you for taking the time to write regarding your claim for the damaged windshield after recently having tire service at our warehouse.  As our adjuster explained, our tire service work does not involve our employees doing anything to the windshield of our member's cars. It is possible that...

you had a rock chip that cracked out. Although we are sorry to hear of this incident, we are not responsible for this damage and therefore your claim was denied.

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]

Mr. [redacted] contacted our office and expressed his concerns. As always we take all members concerns seriously and in order to properly represent the members complaint, we do our due diligence in communicating and working with the vendors and suppliers to allow them the opportunity to respond...

and/or correct the issue. Mr. [redacted] booked on May 15th for travel on June 19th. The airline, American Airlines, was only allowing advanced seat assignments for the outbound flight and not the return. These seats on the return portion were only being assigned by American Airlines at the airport only, or upon check-in, and were, unfortunately, out of Costco’s control. With regard to Mr. [redacted]’s experience at Hyatt, we intend to reach out to Hyatt to discuss the particulars of his concern. Mr. [redacted] was advised that this could take time, although he was not advised we wouldn’t do anything. We value Mr. [redacted]’s concerns and appreciate him bringing them to our attention. This is an open investigation, despite the Revdex.com complaint, and we are following proper procedures in ensuring we explore all options on our members behalf.

Costco apologizes for the misunderstanding.
Costco will honor all stated warranties on the tires purchased even if the tires were installed by the Member.

We are actively working with Mr. [redacted] to resolve this issue.

Complaint: [redacted]I am rejecting this response because:
Costco has refused to address the issues within my complaint. My complaint did not address “an explanation from American Express as to the reason [my] account was not transferred to Citi as part of the mass conversion of the Costco portfolio.” My complaint addressed the two conflicting accounts that Costco has provided “as to the reason [my] account was not transferred to Citi as part of the mass conversion of the Costco portfolio.” It is incumbent upon Costco to read my complaint and respond to it. What Costco has done is to manufacture a “straw man” complaint in place of my actual complaint so that it does not have to address the issues within my complaint.
Costco should be able to address the issues within my complaint because I have raised these issues in four letters to Costco President and CEO W. Craig J[redacted], and I have addressed these issues to Ms. Hilary G[redacted], executive assistant at Costco. I have also addressed the matter of the two conflicting accounts that Costco has provided “as to the reason [my] account was not transferred to Citi as part of the mass conversion of the Costco portfolio” to Costco Warehouse Manager John W[redacted] at my local Costco store. In response, Mr. W[redacted] declined to contact Costco senior management in order to reconcile the two conflicting accounts that Costco has provided for my account not being transferred to Citi as part of the mass conversion of the Costco portfolio.
Costco declined to address its practice of requiring its members to choose between giving up their rights to privacy by divulging their Social Security number (SSN) for purposes unrelated to the administration of the Social Security System and unrelated to purposes for which Congress has authorized its use in order to obtain a service or product offered through Costco, because “Costco is not a financial institution and is not versed in the banking rules associated with the underwriting process.”
Costco’s arguments are erroneous. Costco does operate as a financial institution because it is in the credit card business. Costco is versed in the banking rules associated with the underwriting or approval process for its co-branded credit card with Citigroup and Visa. This co-branded credit card is the result of a business partnership between Costco, Citigroup, and Visa, and it stains credulity to suggest that Costco would not be aware of every detail associated with this business partnership. Costco promised its members that they would be receiving the new “Costco Anywhere Visa Card by Citi” in June 2016. Costco did not fulfill its promise. In my case, Costco not only did not fulfill its promise, but it proceeded to cloud the whole matter by providing me with two conflicting accounts of why it has not done so. Now it refuses to disavow one or the other of the conflicting accounts.
Costco has operated as a financial institution for many years. For sixteen years, Costco offered a co-branded credit card with American Express. Now, Costco offers a co-branded credit card with Citigroup and Visa. Costco’s own publications invite their members to “apply today at Costco” for the “Costco Anywhere Visa Card by Citi.” At my local Costco store, a booth is set up at the store entrance that handles applications for the “Costco Anywhere Visa Card by Citi,” and on 30 June 2016, when I attempted to fill out an application for a Costco Anywhere Visa Card by Citi, I was told by a Costco staff member by the name of “Stacey” in charge of the booth handling applications for this card that Costco requires the SSN for the application process.
Costco does operate as a financial institution; Costco is in the credit card business; Costco stores handle applications for their co-branded credit cards known as “Costco Anywhere Visa Cards by Citi”; Citigroup identifies the “Costco Anywhere Visa Card by Citi” as a “Costco credit card”; and Costco employees managing the applications for the “Costco Anywhere Visa Card by Citi” require the SSN for the application process. Accordingly, Costco should address a legitimate member complaint regarding a Costco practice that requires its members to choose between giving up their rights to privacy by divulging their SSN for purposes unrelated to the administration of the Social Security System and unrelated to purposes for which Congress has authorized its use in order to obtain a service or product offered through Costco.
Sincerely,[redacted]

I contacted the member via email on 9/8/17 as it was past time to contact via phone. I received tracking from the vendor for the second replacement today and contact member, provided tracking and my contact information. I advised member I will be his contact until the issue is resolved and advised...

we can talk compensation once delivered. I will monitor then contact once the delivery has been made. Member accepted all the information.

We made contact with Mr. [redacted] and apologized for the incident that took place in our optical department.  I explained that the optician recommendations were based on Mr. [redacted]'s high minus power.  Without said recommendations, the finished product would have resulted...

in a pair of glasses with increased weight and would have also affected the cosmetic appearance of his lenses.   In most cases, our opticians recommendation's are based on what is written by the prescribing doctor.  Upon answering a few more legitimate concerns Mr. [redacted] had regarding the incident, we were able to resolve it.  To regain Mr. [redacted]'s confidence with our staff and in our Optical Department, we have extended an offer to make him a free pair of glasses to show that we were truly sorry for his experience in our department.

Complaint: [redacted]
I am rejecting this response because: This is [redacted] not [redacted], I want my account credited immediately. I signed up for a plan and Costco pulled a bait and switch on me and did not give me the prices they had promised. I need my future bills to be the correct price: $196$ a month for everything as originally promised! I am growing very impatient with this entire experience, please correct everything to be as what was promised.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because 1) that is not what I was told by one of the customer service agents. I do not remember his name, but out of all of my calls, there was only one time I spoke to a man. He was the one who told me that it wouldn't be a problem for me to receive a full refund. After I expressed to him my relief, and told him I was afraid based on my previous calls that I would not be able to receive that, he began backtracking and said that I would actually not receive a full refund. For a company built on taking care of it's customers, and providing exceptional custom support - this is unacceptable. I was hung up on, transferred multiple times, and lied to. Between Costco and Royal Caribbean, there has to be a better solution. Unfortunately, neither will talk to me without the other, and both seem unwilling to connect on a 3 way call. Sincerely,[redacted]

[redacted] sells a mix of member returns, overstocks or damaged items.  The merchandise mix and exact qualities will never match between salvage batches.  This will always result in varying standards of condition.  The customer has been contacted with a resolution for his order.