Review Time
Tried to purchase a PC from their online store, after trying 3 times, being redirected to payment site, returning to costco.co.uk and subsequently having no less than three transactions showing, the website was unable to complete my transaction.
Providing evidence of the transactions and seeking support, which required me to use incognito browser window for the transaction to complete, the item increased in price by over £300.
Asking them to stand by the price I agreed to pay when trying to complete the purchase, they told me it was not possible. They did concede that it was their supplier who was unwilling but this is not who I tried to purchase from.
As a loyal customer, it was very disappointing and the first time I had service like this from them.
Shortly after writing this they called to say they reconsidered my issue and were going to refund the difference.
It is not how well a company performs when things go right, but how they perform when issues are complicated, expensive and upsetting.
Costco proved themselves to me today.
Over a week ago I applied for a new Costco card including paying the £47.00 fee. I then received a rejection based on the fact that could not prove I had worked for Bucks. County Council using my pension plan. That’s because I left my job in the early 70’s and didn’t not take my pension contributions with me. That was 9 days ago and despite asking for a refund of my £47 I have been totally ignored! However they have totally bombarded with adverts and offers via email. You don’t play the rules when it suits you.
Costco change product limits with no regard for customers feeding the pockets of scalpers showing that Costco is only focused on profit and have no concern for genuine customer satisfaction! Very disappointed Costco Croydon!
I ordered a 10-gram gold bar from the company on December 12 and canceled it the same day. The refund was processed by December 15. However, on December 15, my card was charged again for $1,499.99 without my consent. I did not make a new order and reported this unauthorized charge to my bank. On December 17, a package was delivered by the shipping service without requiring my signature. The signature on file is not mine. The company later demanded payment and threatened collections, despite my lack of authorization and my offer to return the item. This situation raises significant concerns about payment security and unwanted sales. I no longer trust the company's system and want to alert others.
If I could rate this lower, I certainly would. I've been trying for a week to exchange a defective item. I've made around 10 calls and have been passed around with no resolution in sight. The customer service team seems unable and unwilling to assist; they prefer to give out different numbers that lead to no further help. I have spent nearly 300 on an item that I can't use or exchange. It's a chaotic and disappointing experience. I strongly recommend avoiding any online purchases to spare yourself the hassle!
I have been a regular customer for 10 years, and I used to have only positive things to say, but now I’ve witnessed a noticeable decline. The location has become unkempt, with mouldy and spoiled items on the shelves, especially the bread and fresh produce. The quality of bottled water has dropped significantly. Additionally, the staff seem increasingly impatient and rude. The online customer service is just as disappointing, if not worse. They rarely answer calls, and I’ve been left waiting for long periods. I ordered a PC that I received, but a monitor I ordered at the same time has not arrived after four weeks. When I inquired, I was told there was a system error, and the item is no longer available, with no indication of when I might receive it. To make matters worse, they deleted my feedback, despite my initial 4-star rating, which I adjusted due to the missing monitor. In summary, I fear for the future of this once-great store, and it's unfortunate that the management seems oblivious to these issues.
Reaching out to the support team has proven impossible. I made an online purchase, but my items haven't arrived, and I haven't received any updates. I attempted to use the live chat, but it kept prompting me to log into the member portal. Despite entering the correct password, an error message appeared, leaving me unable to connect with customer service. I also tried calling for nearly 30 minutes, but no one answered. This experience has been frustrating, and I am still in the dark about the whereabouts of my parcel!
I ordered items that were never delivered and were lost by the carrier. I attempted multiple times to reach out to the company for a resolution, but their customer service is equally frustrating; no one answers the phone, which is the suggested method of contact. I advise against ordering online from this company, even if the prices seem appealing—you might end up regretting it like I did.
Purchased a fridge freezer, and just a week later, the price dropped by £30. I requested a price adjustment over 10 weeks ago, but despite multiple promises, I've faced numerous obstacles with no resolution. The principle of the matter is important. If the price adjustment won't be honored, it should be eliminated altogether.
My spouse and I have shopped at the company for many years without issues, but recently after our visit to a location, I noticed on the receipt that we had been charged three times for the same item. I attempted to contact customer service at that location, which was quite challenging. After several tries, I reached a representative who seemed blunt and, in my view, unhelpful and rude. Then, I tried to reach the head office, which was nearly impossible. After jumping through several hoops, I connected with the membership team. The representative took my details, apologized for my difficulties, and assured me I would receive a callback the next day. The following day, I did get a call from a gentleman who asked how he could assist me, so I had to explain my situation again. He acknowledged my issue and mentioned he would email a copy of the receipt to confirm the double charge, as my original receipt was nearly unreadable. When I received the email, it did not contain the information I needed. I replied to inform him of this, but I have yet to receive a response. I managed to get through to someone else who promised a reply within 48 hours, but it has now been 72 hours with no response. I am hesitant to go through the hassle of calling again. We enjoy shopping at the company about twice a year, but the customer service experience has been disappointing and not what I had anticipated.
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