Costco

Costco stands behind their original statement

Costco Wholesale
Mt. Vernon # 1115
7940 Richmond Hwy
Alexandria, Va.22306
 
February 01,2016
 
To Whom It May Concern:
 
Thank you for your recent inquiry on behalf of [redacted]. [redacted]. We appreciate the Revdex.com’s efforts to resolve consumer concerns and to...

promote communications between businesses and consumers.
 
While we made every effort to increase our staffing levels to accommodate the heavy influx of business due to the impending snow storm, we were still understaffed. As a result, we failed to provide the proper level of service for Ms. [redacted], and all of our members that shopped during that time period. We apologize for this, and will use our shortcomings in this event as a learning experience should another such weather event be imminent.
The Regional Vice President of Operations has personally contacted Ms. [redacted] by telephone and addressed her concerns with the location.
 
 
Thank you,
Zade B[redacted]
General Manager 
 
To Whom It May Concern:
 
Thank you for your recent inquiry on behalf of [redacted] B. [redacted]. We appreciate the Revdex.com’s efforts to resolve consumer concerns and to promote communications between businesses and consumers.
 
While we made every effort to increase our staffing levels to accommodate the heavy influx of business due to the impending snow storm, we were still understaffed. As a result, we failed to provide the proper level of service for Ms. [redacted], and all of our members that shopped during that time period. We apologize for this, and will use our shortcomings in this event as a learning experience should another such weather event be imminent.
The Regional Vice President of Operations has personally contacted Ms. [redacted] by telephone and addressed her concerns with the location.
 
 
Thank you,
Zade B[redacted]
General Manager

A resolution has been met with [redacted]. The additional refund amounts he requested were honored. This issue is now resolved.

Thank you for your recent inquiry on behalf of [redacted]. We appreciate the BetterBusinessBureau’s efforts to resolve consumer complaints and to promote communications between businesses and consumers.
We sincerely apologize for the delay in processing and refunding the...

tickets Mr [redacted] ordered. We had internal system issues when this order was placed on 8/28 that prevented the tickets being sent in the advertised 1 hour time frame. Both tickets have now been refunded. $99.99 was refunded for the first ticket on 8/31, and the remaining $99.99 for the second ticket this morning, 9/2. Both refunds went back to the Visa used on the order.
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. If you have any additional questions, please don’t hesitate to contact me.  
Thanks, Tim M[redacted]

Resolution:[redacted] advised Costco they'd resolved the issues with the Brewers on October 22nd 2015. They dispatched a lead technician to their home who cleaned up the installation and put it back into their crawlspace.  [redacted] (The member) agreed for the outside wire to remain...

exposed because she didn't want to pay for conduit.She is satisfied with the installation.

Costco, along with our vendor, is currently working to resolve this matter directly with our member.

Complaint: [redacted]I am rejecting this response because: the transfer refund is only one reason on why I have filed a complaint. I'm still opting for a refund of the expenses I paid and will discuss  more tomorrow. Sincerely,[redacted]

In conjunction with our management team, Costco's partner vendor and Mr. [redacted] local contractors the kitchen suite has been installed, complete and correct.  Remuneration was made to Mr. [redacted] to rectify any mishaps, inconveniences and undue expenses.  Our member confirmed his...

satisfaction with the resolution and we were happy to help.

Costco has contacted Mr. [redacted] regarding his Revdex.com complaint on personal data being transferred to Citi.  We explained that it was a business transaction between American Express and Citi and that the Terms and Conditions of American Express which the member agreed to when applying for the...

credit card states they may sell, transfer or assign your account. .

Dear Ms. [redacted], I am responding to complaint ID [redacted] I received on August 31st, 2015 regarding our pharmacy mail order service. This complaint was initially directed incorrectly toward another of our facilities, Costco Pharmacy #[redacted] Issaquah, WA 98027. On the evening of...

Friday August 7th the patient made a request for a prescription transfer via telephone. On Monday August 10th his prescription was transferred from Costco #[redacted] in San Francisco, California. Normally, we have a 1-4 day processing time once the prescription is received for mail order prescriptions. admittedly, this particular prescription took much longer to process than normal. On August 18th, after receiving a phone call from the patient, the prescription was processed and shipped. Unfortunately, the shipping staff inadvertently selected standard USPS shipping instead of the promised no-charge UPS three day shipping. At 7:36am on Saturday, August 22nd the USPS online tracking showed the package was out for delivery. The package was ultimately delivered to the patient on Monday August 24th at 4:23pm. The patient asked that (1) we review all personnel involved for this transaction to see how this could have happened, (2) he would like to pick his medication up from the local Costco on Sunday August 23rd instead of having it mailed, (3) he would like us to honor our offer to refund the cost of his prescription, and (4) he would like Costco to refill all future prescriptions of this medication via UPS three-day airmail with no shipping costs for a period of three years. As of this time (1) The incident bas been reviewed with the appropriate personnel. (2) Local Costco Pharmacies are closed on Sundays. In addition we would not have been able to fulfill this request as the complaint detailing the patient's request was not received at our location until August 31st. (3) The prescription cost was refunded on August 22nd in the amount of $11.19, (4) Our system is incapable of setting UPS three-day shipping as a default. I acknowledge that this patient was inconvenienced. In an effort to personally apologize and reach a mutually agreeable resolution I left multiple voicemails for the patient to contact me on my office line. On September 9th, a voicemail from the patient was received stating "I would appreciate if you would respond through the Revdex.com to the complaint rather than contact me directly". In lieu of personally discussing a mutually agreeable resolution with the patient, a credit in the amount of $50 will be issued to his credit card on file as a customer service refund. Any questions, please feel free to contact me at the number below.

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.

Complaint: [redacted]
I am rejecting this response because:It seems too ironic that the day I complain they are back in stock. But the tire installation promo has expired. 
Sincerely,
[redacted]

We have reached out to Whirlpool and confirmed the member contacted them himself. An appointment for diagnosis of his refrigerator is set up for 8/18. We will update accordingly.

Thank you for taking the time to speak with Wireless Advocates Customer Service today regarding your Revdex.com complaint, complaint number [redacted]. Per your conversation with them, Wireless Advocates has validated that you qualified for (2) $150.00 and (2) $20.00 rebates from your iPhone purchase made...

3/1/2015. Based on their research none of the rebates have been issued and they have sent the request to have (2) $150.00 and (2) $20.00 rebates sent to you on 10/1/2015 to the address you provided on your phone call today. You can expect to receive the rebates within 7-10 business days from issuance date in a post card style envelope.

The members delivery is scheduled tomorrow between 1 PM and 5 PM. When I spoke with the member they were requesting delivery the week of 7/17 due to being out of town.

Contacted the member today and after discussing and reviewing everything involved we are going to take care of the promotional price match on the Lonovo item the member mentioned and he will be not be blocked from shopping on Costco.com for electronics. The member was happy and is going to contact me directly if he has any further questions or concerns.

Complaint:...

[redacted]I am rejecting this response because:
After their investigation, they just told me no one else used this laptop but that is not true. Please see my attachment about the battery report. The laptop had been opened on Nov.03 2016 before I got it. Also they tried to kick me to Dell company, I do not understand why. Even though dell is your supplier, I bought a product from Costco not Dell! That makes me real angry.
The attachment is the product details from Costco.com website, my purchase date and the delivery date, also the battery report which can be proved this laptop had been used on Nov.03 2016.Sincerely,[redacted]

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. My American Express account was credited. Sincerely, [redacted]

We have researched this issue and reached out to the member.  I was only able to leave a message at this time but tried to convey  what we have found so far in regard to her complaint " For nearly a year, Costco has 1) refused to send me my cash back checks (the oustanding amount is...

nearly $200) " that refers to her 2% Executive Rewards.Of the 5 rewards issued to Ms G[redacted] totaling $99.54 we have found the following: 2 rewards were redeemed by either herself or her household member totaling $27.94  (2017 reward for $16.80 & 2013 reward for $11.14)2 rewards were consolidated together on a manual check in the amount of $46.16 that was sent to the member in November of 2015 (2014 reward for $39.14 & 2015 reward for $7.02 )  We are in process of finding out if that check was ever cashed.1 reward was requested to be made into a cash card at warehouse 375 for the Ms G[redacted] to pick up (2016 reward for $25.44).  A block was put on her account 3/20/18 to alert  staff at the register that there was a cash card in lieu of rewards waiting for the member at the Membership counter.  This has not yet been obtained by Ms G[redacted]In addition we have determined that the member is owed for a true up in the amount of $5.85.At this time we know Ms. G[redacted] is owed the reward not picked up as a cash card and the true up - $25.44 and $5.85.

Complaint: [redacted]I am rejecting this response because: Please once again have the unnamed Costco employee who responded give their Costco name and title. My resquest was for this complaint to reach upper management.   Sincerely,[redacted]