Costco

Thank you for bringing this to our attention.  I left a message with our member on 12/10 and was able to reach him on 12/11.  The item he ordered was being delivered past the timeframe we posted on our site, and I apologized that this inconvenienced him.  The cancelled order was...

refunded in full on 12/8, and the member will be receiving $200 compensation for this issue ($100 for the food he had lost as a result of this delay) and $100 for the inconvenience he experienced).  I am forwarding information regarding this incident to our management team, so that we can address the factors that led to this and prevent them in the future.
We apologize for the error, and are grateful that our member was willing to let us resolve this issue to his satisfaction.

I spoke with Mr. [redacted] on Friday 9/23/2016.  I clarified that he had received a detailed response from our Site Manager at Concierge regarding the individual interactions with the call center agents and was satisfied that we had reviewed and were addressing those issues with the staff.  In addition he had concerns with conversations that happened with our buying team that I told him I would address and I did.  I apologized for his experience.  There was no follow up requested from Mr [redacted].  There were opportunities for us to improve which we have addressed with the individuals.

This has been an ongoing issue with this member dating back to 2009. Costco has attempted numerous times to help and resolve this non-issue with [redacted] with no success.  Costco finally decided to cancel her membership and reimburse her the membership fee.  “Costco reserves the right to...

refuse membership to any applicant and membership is revocable without cause.”  Further, our rules state:  “Membership may be terminated at Costco’s discretion.”
Complaint 1: Glasses were broken by optical Employee Peter:
Response:
Member complained that there was a scratch on her lenses.  Costco agreed to replace lenses free of charge.  Lenses were replaced on 10/7/15.  
Member complained redo lenses were to small 3 months after having them.  Costco replaced lenses free of charge on 1/09/16
Member complained lenses were chipped/scratched 11 days after receiving them.  Costco replaced lenses free of charge on 1/20/16.  
Although [redacted] continues to complain about scratches or chips on her lenses, costco technicians and lab has not witnessed any damage to lenses.  
Complaint 2: There was a cart into my car denting my new car.  The manager saw me shopping and retaliated against me.
Response:
Member informed us of the damage to her vehicle days after her membership privileges were revoked.  She never the cart or damage while she was here at our location.
We asked [redacted] to come in and fill out an incident report.  She has not come in to fill one out.
Costco to date has not seen pictures of the damage or the vehicle itself.
Complaint 3: I received a backdated check by Costco store manager in a ups envelope:
Response:
Check was not backdated.  Check was prepared and signed on 1/25/16.  This check was a reimbursement for [redacted]’s membership fee/cancellation.  We are not sure what the complaint is here.
Complaint 4: I have lifetime Cleaning Solution
Response:
Costco does not have or advertise “lifetime cleaning solution”.  We offer free refills on our cleaning solutions for our members.  Unfortunately, [redacted] is no longer a member.
Complaint 5: I have a microwave oven under warranty:
Response:
Costco was not informed that there was a problem or that a microwave was broken.
Complaint 6:  I have glasses that I have been back and forth with:
Response:
This is correct.  This is one of the reasons why we have asked [redacted] to take her business elsewhere.  Costco can no longer help [redacted].  We have replaced lenses free of charge for [redacted] 7 times.  We have also given [redacted] 2 frames free of charge for previous complaints.  Technicians and Lab has not witnessed any damage to lenses but has replaced anyways as a member service issue.
Complaint 7:  Costco, HP, and AT&T broke my computer in my home resolved.
Response:
As stated by [redacted], this issue has been resolved.

Complaint: [redacted]I am rejecting this response because:
 
the booking was made under my primary account and on MY CREDIT CARD. [redacted] never had permission to move a deposit on my credit card to his own account. In addition, Costco initially allowed him to remove me completely from my own membership, which I have had since 2004. 
The credit card charge cannot be disputed, as it is closed. This is not being handled through our divorce lawyers as it is not a divorce matter, but an issue of lack of consumer protection on Costcos part. My next step is a corporate fraud attorney and a lawsuit, as I have audio recordings of a manager assuring me on TWO SEPARATE OCCASIONS that I was going to be issued a refund. 
Sincerely,[redacted]

"Costco Mail Order partners with Envision Rx Options who are Mr. [redacted]'s insurance provider. They also received a complaint from the Revdex.com. Mr. [redacted] was asking to be opt out of the mandatory maintenance drug benefit at mail order. The Envision care agent, supervisor  reached out to Mr [redacted] on the evening of Wednesday, April 6th. to steer him towards the nearest Costco retail location as the 90 day benefit at a local retail Costco is the same as the mail order.  Mr [redacted] stated he was okay with filling his medication at the local Costco Pharmacy. Although, the Costco mail order did not directly speak to Mr. [redacted] on April 6th, we assume the concern was addressed by the Envision agent providing Mr. [redacted]'s an option of obtaining his medication and no further action was required on our part (operationally)."

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]

Complaint: [redacted]I am rejecting this response because: the company has contacted me via email and stated that the product will not ship until December 28th, 2016. I received the email on December 9th, 2016. 
 
Had my my order been placed in November when I ordered the appliances we would have them. Again, their own customer representative confirmed that my order never made it to Whirlpool from Costco. NOT THAT IT WAS ON BACK ORDER!
Sincerely,[redacted]

We reached out to the member yesterday and confirmed pick up was that evening 02/12/18. Confirmed today 02/13/18 that pick up was completed. The member is happy with the issue being resolved and issue is now closed.

We are actively looking into this case and have been attempting to reach the member.

Concierge called HP and Agent at HP requested Mgr and created courtesy [redacted] for Replacement AC Adapt  which was delivered 10/26 to member.

We reviewed the TV return with Mr. [redacted] and came to an agreement.  Mr. [redacted] has yet to arrive at our location with the TV nor has he contacted us with an alternative way of resolving the return.

Per Regal Entertainment Group's Terms and Conditions the Permiere tickets have surcharge fees for all IMAX, Large Format, RPX and 3-D Films as well as location surcharge fees may also be applied at select theaters. The terms and conditions also state that Regal Entertainment Group reserves the right...

to change any upgrade, surcharge or location surcharge fee without notice.Costco products can be returned to any of our more than 700 Costco warehouses worldwide.

Complaint: [redacted]
I am rejecting this response because:As of today 6-16-17 My Bank M & T Bank, has not informed me that they have been refunded or credited by COSTCO.  It is STILL under investigation.  I will call the bank on Monday to see if their is a change.
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.
It shames Costco and the Verizon kiosk to lie and act as if rebates are lost until the customer gets together all the paperwork and re-files the rebate which was never lost and was just rejected to see if they can get away with it.
How shameful Costco has any part of this.  I hope Costco evicts these scammers from their store.Sincerely, [redacted]

Member has been contacted about their rewards certificate and will be in soon to pick up the cash card.

Complaint: [redacted]
I am rejecting this response because:I did not give consent to release information to your Tacoma location, I reside in the...

Washington D.C area. Due to the negligence of that location my geographical location was compromised. Court documents can be provided along with the police report from the day the information was disclosed.   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Although we finally received the mattress on Thursday,...

Costco.com did not provide any help in facilitating the delivery of this mattress.  They only charged our credit card and all other communication was initiated by us including the scheduling.  They were past the promised date and also did not disclose anywhere that the delivery could only be scheduled on Tuesday, Wednesday or Thursday.  Furthermore, we weren't given a choice of dates and assigned a Thursday delivery late Tuesday.  I had to take off work at last minute to be available during this time period.  Costco.com's communication and  promises were abysmal.  When I made an attempt to review this online, it was rejected saying that no complaints can be made against customer service or delivery.  Both are important factors that should be communicated to consumers when making a large purchase.  Revdex.com would be doing a disservice to other consumers if these issues were not publicly raised.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: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]