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. Sincerely, [redacted]

We apologize for any misunderstandings that the member may have had regarding the requirements for the refrigerator...

installation.  The member had four questions regarding their installation.  1. Is the above additional service supposed to be included?2. if not included, does costco expects the delivery company to provide the additional service?3. If not expected, why not? [redacted] etc all provide such an additional service for the convenience of customers, I don't understand why Costco.com can't. I will not be surprised that most people need this kind of additional service to hook up their appliances bought from Costco.The answer to the first three questions is as follows:  When installing a refrigerator and hooking it up to a water supply, one must have an approved water shut off valve in the same proximity of the refrigerator.  Our Costco.com carriers can only bring in the refrigerator and hook it up to a standard approved water shut off valve for ice and water.  Any need for cabinet modifications, hookup to copper pipe under a sink, with the need to re-route any water lines back to the refrigerator etc, is just something that we, at Costco, cannot provide.   I ([redacted]) spoke to Mr. [redacted] on 5/29/15 and he suggested that a large percentage of home owners may need the extra service and parts required for an installation.  I responded that the employees of the Costco.com carrier are delivery employees who are paid to bring in an appliance and hook it to an approved water line.  Our detailed installation requirements offered on our website should help those homeowners that may need to call in a plumber or electrician to help with the installation.  Also, the carrier is not equipped to have additional parts on hand to provide service to the various types of household setups.4. Also, why is a 4" instead of the promised 7" water line was provided to me? Costco has to be clear about how theyu will help its customers when purchasing big appliance from them. I asked Mr. [redacted] specifically about the 7' water line and he reiterated that there was none supplied during the install.  We are not certain what the delivery employees had with them and if in fact the omission of the 7' water line caused further delay of the installation.  I did not get the sense from my conversation with Mr. [redacted] that an omission of a 7' water line caused him to reach out to Home [redacted] for parts.Again, we apologize for any distress caused to Mr. [redacted].  We believe that we have provided ample information on www.costco.com to have a successful installation and we believe the questions he asked have been answered.

We have contacted the Member by Telephone.  The member will be bringing his vehicle in so that we can inspect the windshield to see if there is anyway that we could have caused this damage, or if it was caused by existing damage that was notated on a previous invoice.  We are going to try...

to work with the member to resolve this issue.Thank You,Kevin H[redacted]General Manager Costco San Francisco

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]`

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]

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.Our Concierge Team is currently working with the Mr. [redacted] and [redacted] on the repair process, [redacted]...

has agreed to extend the warranty for the tablet an additional 30 days, the tablet is currently en-route to Acer for repair.  We will continue to monitor this issue and advocate for Mr. [redacted] until resolved.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.  Best Regards.

The member's TV was evaluated and it was determined to be a panel issue, as this is not a cost effective repair Costco does not proceed any further with a repair. We submitted a Return Authorization to Warehouse #671 and the member will return at their convenience. At this time, case is closed.

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.
 
Despite an initial hostile conversation during which I was offered [redacted] tires that were a lower speed rating than my car requires, Costco finally agreed to swap out my [redacted] tires with [redacted] tires compatible with my car.  They also fixed the website to accurately reflect the tire that they intended to sell with the correct discount.  The tire department supervisor and staff were extremely professional and curteous when I arrived to have the tires installed.  I am satisfied with the resolution despite the rocky start  
Sincerely, [redacted]

Customer Service Issues at Costco #[redacted] (Mayfield Heights, Oh)
Issue: Checking for ID’s while in line multiple times
Response: We are not exactly sure what the member is referring to when they state they are being asked to see their ID when waiting in line.  However, there are only few...

certain situations that ID’s are checked at Costco.
Membership Cards:  
Entrance to ensure everyone entering is a member, non-members are directed to the membership desk.
At the Register to start the transaction
At Membership if there are any inquiries, renewals or changes to the membership.
In line or at the register to inquire as to whether or not the member is an Executive Member.
ID’s:
Initial sign up at the membership desk
Member forgot membership card and needs a temporary card
At the register only if membership card does not have a picture on it
If the member is using a credit card with no picture on the card
If the member is writing a check above a certain dollar amount
Issue: Felt accused of trying to scam money due to tax rates being different
Response: It is never appropriate to make our members feel that they are being accused of something, however it is necessary to calculate the tax rates and give the appropriate tax back when an item is purchased in another part of the country/state that has a different tax rate.  Our employees must follow the law and refund the exact amount of tax that was paid in the original purchase.  If there was a mistake in the manual calculation of the tax to be refunded then we would certainly make the adjustment and rectify the shortage.  Upon recalculating the tax for that transaction, the member was shorted $1.10, which will be refunded to the member with our apologies for the error.  Unfortunately, with our system, our employee must calculate the amount manually using a calculator.  
Issue: Casually threatened to suspend membership  
Response: This was a completely inappropriate response that will be appropriately handled within our personnel guidelines.  There was nothing done by the member to warrant this type of response from our employee, who does not have the authority to arbitrarily suspend any membership of their own accord.  
Issue: Return made on 1/13/17 dealt with Manager and was unsatisfied with the response given to their complaint about how they were treated on previous occasions.  
Response: We pride ourselves on delivering excellent member service and should have handled this in a more constructive and professional manner.  The responses and attitude given to this member was inappropriate and will not be tolerated from any employee.  We value feedback from our members, positive or negative, and use this feedback to educate our employees when things are not handled appropriately.  We certainly failed at giving them excellent member service and stumbled again in not addressing their concerns in a professional and courteous manner.  For the members inconvenience and as a token of our apology as to how these situations were handled, we would be happy to offer the member a $25 Costco Cash Card.

The member's reward for $114.34 was returned to us on 11/27/15 due to a bad address.  On 3/17/16 we received a reissue request for the same reward and submitted a reissue request.  I have confirmed that this reward has not yet been redeemed, so we will issue a request for the member's home...

warehouse (San Jose #148) to issue a cash card for that amount and contact the member.

Business has been in contact with the consumer and working on a resolution.  The consumer has been scheduled for delivery on 3/16 and business will continue to follow up with the consumer post delivery to confirm that all issues have been rectified.

Thank you for contacting Costco Travel regarding your concern with your return flight on American Airlines. We are happy that we were able to resolve this situation with you. As discussed, we will be issuing two future travel certificates valued at $500.00 each for travel on United...

Airlines. We do appreciate the opportunity to address your concerns and we look forward to being of service again in the future and providing the quality service you and all our members deserve.

To Whom It May Concern,This is less about honoring a rebate that was expired and more about the fact that Mr. [redacted] has had previous issues with the quality of merchandise that Costco.com offers.  Although Mr. [redacted] is now prohibited from making electronics purchases...

on Costco.com, he is more than welcome to visit his local Costco Warehouse where he can touch, feel and test the electronic items that he's interested in prior to purchasing.

[redacted] will be in contact with the member as well as the St. Peters MO warehouse to set up a time to have Mr. [redacted] take his vehicle in for an inspection with the Tire Center manager Andy H[redacted].
All efforts will be made to...

correct the situation with no cost to the member.  Andy will meet with him personally.

I continue to call and leave voicemails for our members with my direct line. Costco Travel is going to take care of our members and reimburse them for the beverage packages they have purchased. In order to discuss how they would like us to do so I would need to speak with them. I will continue to...

call each of the phone numbers we have and leave my direct line until our member answers or calls me back.

After the issues with the washing machine were addressed and resolved with the member, a $25 credit was issued to the member who is now satisfied.

Thank you for your recent inquiry on behalf of [redacted] [redacted]. We appreciate the Revdex.com’s efforts to resolve consumer complaints and to promote communications between businesses and consumers. The member purchased item #1014333HP ENVY 17t Notebook Computer w/3.0GHz Intel...

i7 on 12/8/2015 through Costco.com. At such time the laptop came with a 90 day return policy and a one year HP manufacturer warranty. The 90 day return policy for this unit expired 3/07/16 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. If you have any additional questions, please don’t hesitate to contact me.  Best Regards.

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. They are supposed to be sending me a check for the amount I paid for another comparable battery as noted in the the copy of the receipt that was sent from me to [redacted]. Sincerely, [redacted]

Costco is actively working towards the best resolution for our member.

Please see the attached service ticket. We spoke...

with [redacted] and [redacted] on September 8th regarding their concerns with having to replace faucets and a green residue.  During the service visit, the system was tested and found to be working correctly and no evidence of any issues with the faucets.  The vendor recommended replacing the filters, but it is not required.  There is no reason to authorize a refund as there is no issue with the system.