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.
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