Costco

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 have attempted to reach out to the [redacted]'s regarding their...

Costco order, but have not heard back. Our records indicate all items on this order have been refunded with the exception of two folding tables. There are no blocks on the membership and no recharges have been processed for any credited items. Please have the [redacted]'s reach back out to us if they would like to return the folding tables as well.
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.

We apologize for the inconveniences that you experienced at our Folsom warehouse. The Regional Tire Center Manager for this location will reach out to you in an effort to resolve this situation. Thank you for being a loyal Costco member.

Complaint: [redacted]I am rejecting this response because:
Costco claims that they have not been able to get in contact with me. That is not the case, as I did receive an email from Kevin M[redacted] who is a General Manager at Costco. The conversation goes as follows:
 
--------------------------------------------------------------------------------...⇄ />  
    [redacted],    I have just been notified of an incident that you had with an employee at my building.  I wanted to speak with you about this in order to make our buisiness better.  Please contact me at your earliest convenience to discuss.      Sincerely,    --     Kevin M[redacted]    General Manager    #634 LouisvilleOn Tue, Jul 26, 2016 at 2:37 PM, [redacted] <[redacted]_[redacted]@yahoo.com> wrote:    Hello Mr. M[redacted]    Yes, I did have an incident at the Costco on Westport Road in Kentucky and to be honest, what happened to me still has me angry and embarrassed even though it happened several months ago. I have worked in retail myself for well over fifteen years and I would *never* do to a customer what your employee did to me. Any thoughts I had about getting a membership there disappeared very quickly with what that worker did to me.    I did some reading up on Costco after the fact and have discovered that there is a bag check policy in place for members, which apparently I was subject to as well as my entering the store with my mother (who held the membership) and my nephew, despite the fact that *I* am not a member. Imagine if you can what I felt when I moved my eyes from where my nephew was to the cart, to see the bagger unzip *my* purse and begin digging through it without so much as a single word to me. When I asked him what he thought he was doing, he replied back that he was 'just making sure'.    My question is, making sure of what? The obvious response is that he was making sure I hadn't stolen something- which I would *never* do. However, my purse was not the only purse that had been left in a cart, my mother's purse was in there, along with my nephew's backpack. There were also purses in the carts of shoppers around us. For whatever reason, your employee singled *me* out. I brought the incident to the attention of both the service desk, the manager, and the supervisor who was on duty that day, following up with a phone call the next day, where I was assured that such a thing was not supposed to happen. However, despite talking to four people about this, I received no apology from anyone and I was going to go in there one more time a few weeks later, only to see the employee in question was still employed there as a bagger. I immediately told my mother I was not going in there and left.    Lower prices or not, great deals or not, I will not shop in a store that allows its customers to be treated like that.    Sincerely,    [redacted]Subject: Re: Member Complaint Revdex.com[redacted],I was not aware of the incident.  Costco prides ourselves in our efforts to exceed our members expectations and we definitely have failed in this instance.  The incident that you have presented is not Costco Culture.  Myself as well as my leadership spend our time teaching and developing our people to be helpfull and courteous.  I appologize if this was not the case.  Do you remember who this individual was that you had the encounter with?  SincerelyKevin M[redacted]GM Louisville CostcoDear Mr. M[redacted]Unfortunately, I do not remember the name of the male employee in question that this occurred with since it was quite some time ago. I did bring it to the attention of the service desk employee, who requested a manager to come up front (a female). When I repeated what had just happened to her, she called over the supervisor (who was male) and told him the situation. The fact that what happened was not reported higher up the management team is quite disturbing to me, especially since the male employee also looked at and read the labels of my prescription bottles (containing information that is covered by HIPAA privacy laws). I don't know what that possibly had to do with 'just checking' my purse, to be honest. The whole thing is actually a legal conundrum, considering HIPAA laws versus the stated bag checking policy for members that is printed on a sign and hanging inside of Costco. It's a technicality, but acceptance of the policy is apparently shown/given when entering the building, something neither I nor my mother were aware of at the time. I would sincerely hope that such a thing would not happen to a customer who did nothing and said nothing to gain suspicion, especially considering that I had frequented that store several times with my mother, to assist her with her heavy shopping items as she is unable to lift them herself.I highly suggest that the bag checking policy be addressed specifically in employee training for the front end, especially since the feeble excuse I was given was that the bagger was a new hire and didn't know any better. I have never had something like that happen to me before, a complete invasion of my privacy. Even worse was the fact that it was done in front of all the other customers, as if I were a criminal. I've worked retail as long as I've legally been able to hold a job, I would *never* steal anything and the insinuation that I would is downright insulting, not to mention how embarrassing the whole thing was. He certainly was not a police officer or a loss prevention officer (or security). At least they would have been much more discreet about it, not opening a purse, digging through it, and lifting items up out of it where everyone could see it.I appreciate your apology, though I still do not believe that I will ever get a membership at any Costco. I will never forget what he did to me, to be honest, and I certainly will never forgive it.Sincerely,[redacted]---------------------------------------------------------...⇄ />  
As of that last email I sent, I have not received any reply back. I want to make it clear that I brought up the legal issue of what the employee did in regards to the HIPAA violation (where he took out my prescription bottles and looked at the labels) not because I plan to sue Costco, but to make the manager aware of just how serious what that employee did was. I'm not out for money over what happened, but I am serious that I won't forgive or forget what happened. If you look at the date as to when Costco posted that they were unable to contact me, you can clearly see that the date of the emails is prior to the posting that they were attempting to reach out to me but were unable to do so.
Sincerely,[redacted]

We have reached out to Mr. [redacted] to obtain the serial number for his unit and are in contact with the Manufacturer to facilitate the delivery of a replacement filter to Mr. [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]

From time to time Costco offers our members special savings on selected name brand products. The manufacturers of these items, both regional and national in market, participate by reimbursing Costco for the amount of coupons and discounts redeemed.
Under tax law, the discount offered...

under a manufacturer’s coupon, where the manufacturer funds the discount, is subject to sales tax. Most states take the position that the merchandise is still being sold for the full original sales price. In these situations, the law requires that sales tax be calculated and charged on the full sales price prior to any manufacturer-funded discount being applied. Accordingly, in all states and territories where we have warehouses (except CT, MA, MO, PA, and TX), items are taxed before the coupon is deducted.
Please refer to the "Terms and Conditions" section of the coupon book for the disclosure on sales tax.

I am engaged with the Marysville, WA warehouse to find a resolution to the members concerns.
 
Thank you,
Steve P[redacted]
Costco Wholesale

Complaint: [redacted]I am rejecting this response because:
A copy of the quote from [redacted] was scanned and emailed.  It specifically states; "Multiple stains on passenger side front seat and drive rside front seat.  Driver side front seat cushion looks damaged and fabric is not sitting correctly on cushion.  Advised customer we can perform interior detail to try and remove stains, but there is no guarantee they will come out.  Recommend driver side front bottom seat cushion being replaced". 
That statement contradicts Costco statement on the severity of the soiling.  Yes the standard practice is to place plastic on the seat.  However, I kept the plastic and it barely covers the whole seat.  As you slide in to the vehicle, the plastic moves to the side.  There on the edge is where the damage is along with the dirt wrinkles to validate it.  Rejecting the claim is unacceptable.  
I am willing to get the car cleaned at Costco's expense.  However, If I am not satisfied, I expect any and all fabric/cushions/headrests to be replaced as necessary to restore the vehicle to the condition it was in before I went to the tire center.  Per the recommendation of the expert at [redacted], there is no guarantee due to the fabric material and pattern.  Is Costco willing to do that?
Allowing dirty technicians to hang out in a customer vehicle is unacceptable.  Any and all damages should compensated for by the party responsible.  I will not accept having my vehicle left in a damaged or worn condition due to undisciplined technicians and a lack of management.  Sincerely,[redacted]

This order was cancelled primarily due to the nature of the product coupled with the AVS (Address Verification Service) response from the FI (Financial Institution).
The iTunes card is a "Digital Good", in that we do not physically ship a product or merchandise. For iTunes an electronic code is...

used to redeem the funds from Apple. The electronic code is emailed to the member and once redeemed is unable to be recovered by the merchant. Unfortunately, these factors make the iTunes card a target for fraud and is a high risk item for merchants to sell. 
In this specific order the bank/FI returned a negative AVS response where none of the data provided on the billing address matched the banks records. The negative AVS response from the bank was the primary reason for the cancellation of this order. One suggestion to prevent this from happening again is to confirm with the issuing bank that they have the correct information on this account. The bank will also add a secondary address from the cardholder if necessary. 
Costco is committed to providing the highest quality products at the lowest possible prices. One of the ways Costco accomplishes this is by keeping operating costs low and the reduction of fraud and loss is a key component in that goal. We apologize for any inconvenience this member experienced and are pleased the member service representative was able to assist in replacing the order for the iTunes card. 
Thank you.

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]

I'm in contact with Mr. [redacted] and will work on getting an exchange processed for his damaged dishwasher.  He is appreciative that we are addressing his issue.

Costco made contact with the consumer and was advised no further communication was required.

I spoke with [redacted] today and offered a refund on their membership fee for this current year, but will leave the membership active until it's due for renewal in September.  She was appreciative of the offer and gave a special acknowledgment for an employee at the warehouse who she felt...

made every effort he could to resolve her issue.  I told her I would follow up to make sure he was acknowledged for his efforts.

Costco has reached out to Mr. [redacted] and has resolved this matter. Thank you.

On Saturday the incident was resolved to the member satisfaction.

Revdex.com:I have...

reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution & rsult is not quite satisfactory to me. The whole sale store finally returned 80% of the money to me, which was the on sale price.  After all, this is a very unpleasant experience with Costco, for a long term customer.  If they have return policy enforced, why they give the customer the hard time at beginning?  Besides, when I return the second time when they finally received my return, I still had to call over the contact person, Tiffney, otherwise the front desk person still gave us the hassle.  What's their return policy for?  This is a very bad, unhappy & insulting experience.  The key point is this is very insulting.
Thank you for your help, Revdex.com, we count on you.  Thanks.Sincerely, [redacted]

Costco stands by their original response.The tires were replaced under the terms of the pro-rated warranty.Even when a tire has a manufacturers defect, the warranty is a pro-rated warranty.Costco considers this case closed.

I would like to change my position and consider this matter resolved. Thank you, [redacted]

I confirmed with our adjuster that the member, the company at fault and our adjuster had a telephone conference call today and the company at fault assurred the member that he would be receiving a check that they have over-nighted to him by tomorrow. Initially, a check had been mailed to the member back in May however, the member claims he never received it. We consider this matter to be resolved.

Hello, This is an issue we are experiencing with a certain promotion that is not properly reflecting the Non-Refundable Deposit verbiage when made on our consumer site. We just spoke to Mr. [redacted] and advised him of what happened. We confirmed his address and let him know we will send him a...

check for the $350.00 in penalties. Thank you