Costco

Member [redacted] was contact by a Costco.com Supervisor on 11/3/16 regarding his concerns with order [redacted] and, specifically, the missing parts.  Costco.com initiated an exchange order on the same day and confirmed delivery of the replacement unit on 11/4/16.
Supervisor also...

engaged Costco.com Buying Staff regarding original order and missing parts to ensure this issue is raised and addressed by the item vendor.

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 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.

In honoring the member's request, Tony, Costco's General Manager at location #214, will mail out a $55 cash card within 24-48 hours. If you have any further questions or concerns, please contact Tony at 301-902-2640, ext # ** Thank you.

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.

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.

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.

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

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.

Costco Wholesale does not sell, share, rent, or disclose any personal information collected. Costco Wholesale is committed to maintaining all confidentiality of all personal information collected. Costco Wholesale also abides by all state laws in place regarding our Member's personal information. Listed below are some choices offered related to your personal information:We give you choices related to your personal information, and numerous methods to inform us of your decision. Your choice to opt-out will not apply to your spouse and any add-on members.If you do not want us to share Member Information with third parties, you can: (a) check the opt-out box on our membership applications; (b) follow the opt-out instructions on your renewal notices; (c) visit us at any Membership desk at any U.S. or Puerto Rico Costco warehouse location; (d) call our Membership Services representatives at 1-800-774-2678; (e) email us at [email protected]; or (f) write us at:Customer Service, P. O. Box 34622, Seattle, WA 98124.If you do not want to receive Promotional Information (see Use of Personal Information by Costco) or information about Member Services, you can: (a) visit us at any Membership desk at any U.S. or Puerto Rico Costco warehouse location; (b) call our Membership Services representatives at 1-800-774-2678; (c) email us at [email protected]; or (d) write us at: Customer Service, P. O. Box 34622, Seattle, WA 98124.If you are a Business Member in California and you do not want us to disclose information about your tobacco purchases, you can: (a) visit us at any Membership desk at any U.S. or Puerto Rico Costco warehouse location; (b) call our Membership Services representatives at 1-800-774-2678; (c) email us [email protected] or (d) write us at: Customer Service, P. O. Box 34622, Seattle, WA 98124.If you do not want to receive promotional emails, you can: (a) call our Membership Services representatives at 1-800-774-2678; (b) email us [email protected]; (c) write us at: Customer Service, P.O. Box 34622, Seattle, WA 98124; (d) click the provided "unsubscribe" link in any email to unsubscribe; or (e) access "My Account" if you are a registered user of costco.com, and check the opt-out box. If you have more than one email address, you will need to specifically opt-out for each email address. If you receive emails from the online Photo Center or one of our services providers (see Member Services) you will need to specifically opt out of these special purpose emails. There will be an opportunity to do this on the email itself, and you may opt out of Photo Center emails by logging into your Photo Center account.If you do not want us to track your activity on Costco.com, you can access "My Account" if you are a registered user and check the opt-out box. If you have more than one email address, you will need to specifically opt-out for each email address.

we have resolved this issue as of 9/3/2016

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]

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.

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.

Complaint: [redacted]
I am rejecting this response because: thank you for willing to take care of the charge. I called your office and leave a voice message. My original complaint I mean the three fuel I paid by my Costco Cash Card, not paid by my credit card. I don't get any refund so far. Could you refund me by check and mail to my address at: [redacted] [redacted], Pasadena,CA,91101-[redacted]. I always add gas in Costco so I understand the normal MPG range for my car. I70 and I15 shouldn't give that much MPG difference as I add gas on Shell and Chervon as well on the trip. There must be something wrong on the fuel and you should look into that. Anyway thanks for taking care the issue and please send me the refund of these three fuel charge by check. Thank you!
Sincerely,
[redacted]

Mr. [redacted], 
I apologize for the difficulty you experienced with your eyeglasses. According to our records at the warehouse, you were given a refund for your purchase on 7/1/2016. Costco Optical has a 100% satisfaction guarantee. If the workmanship of your eyeglasses, sunglasses, or contacts is...

unsatisfactory for any reason, you can return them to us for repair, replacement, or refund.
Sincerely, 
Erin S[redacted] Manager

Member's concern is being reviewed by the Executive Offices at Citi and they will contact the member directly to discuss their findings.

Costco has researched and confirmed with our supplier that the instructions to attend the attractions for this item were communicated. If our members are dissatisfied with the item Costco.com products can be returned to any of our more than 600 Costco warehouses worldwide.

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]

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.