Costco

A misunderstanding by the tire employee and the AGM. The tire manager will be calling the member to set up a time for him to come in for him to inspect / repair the tire if deemed safe to repair.

The credit was issued and apologize for the inconvenience.

Our Costco Furniture Team has been in communication with the member and received the lot number for the part needed. A request to reship the correct part was sent to our vendor. Tracking updates will be provided to the member as available.

" I spoke with all involved today (July 24th) and Mr [redacted] is going to go to our Kirkland location for a pro-rated credit on his old tires and he is going to buy a set of 4 tires.
 
Mr. [redacted] was...

satisfied.   Thank you Bill D[redacted]
"
 
Colleen L[redacted]
Facilities Supervisor
[redacted]
[redacted]@costco.com

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

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 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.

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

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.

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.

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.

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.

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]

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

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.

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]

On Saturday, April 29, 2017, the couple in question arrived at the building at 6:45PM, a full 45 minutes after the entrance door came down and we were closed.  The couple approached the exit door as our final shoppers of the evening were having their receipts checked.  The employee...

working the door informed the couple that we were closed for the day.  This information was disregarded and the couple continued into the building.  A secondary employee who observed their entry ran up to also inform them that we were closed and asked if they needed help.  This employee was also ignored and the couple continued out to the sales floor.  By this point, there was heavy forklift traffic on the floor, as all members had been cleared for over 10 minutes and nightly stocking had commenced.  A third employee observed them on the floor and approached the couple to inform them that we were closed and that they couldn't be on the floor due to forklifts.  The couple again disregarded the information and continued forward.  By this point, the night manager had been radioed of the need to stop the members, as they were in a forklift zone.  The manager approached the members, who still continued to try to walk past him.  In order to create a barrier in the aisle, he placed his arms out by his sides indicating that they could not pass and asked them if there was something he could help them with.  The couple then became upset at being stopped and started making claims of mistreatment and harassment.  By the time they reached the Front End, I was present.  The couple immediately began making threats and demanded liability paperwork.  I tried to explain that they had been escorted up for their own safety, but was not allowed to finish speaking.  After multiple attempts, and multiple interruptions, it became clear that a conversation would not be possible.  I provided them with the paperwork they requested, at which point they determined they would prefer to complete it with an attorney.  At no point in time, did the couple state anything regarding antisemitism to me during the interaction.  As the member stated, I was carrying my purse and had been on my way out prior to them entering the building.  This was in no way meant as a sign of disrespect, it was an unfortunate reality due to the fact that we had been closed for nearly an hour and all members had been escorted off the floor for the day.   This is a very disappointing situation and we are sincerely sorry that the members feel this way.  At any point during this interaction, we would have been happy to retrieve any item they requested, had they communicated with one of the three employees who approached them.  We always go above and beyond to ensure that our members have the best experience possible.  However, the Safety of everyone in our building will continue to be paramount and members will not be permitted on the floor during forklift operations.