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Dear Costco Customer Service Team, I am writing to share a recent experience at one of your warehou

Dear Costco Customer Service Team,

I am writing to share a recent experience at one of your warehouse locations that left me feeling embarrassed and disappointed.

I visited the store with my dogs, believing they qualified to accompany me. At the entrance, the gentleman working at the door immediately stated, “I could tell they were not service animals,” and informed us that they could not enter. He never asked any questions about the animals, did not ask whether we had any documentation, and did not attempt to explain Costco’s policy or the difference between ADA-recognized service animals and Emotional Support Animals. Instead of calmly acknowledging that there is a specific policy and explaining what it requires, he was dismissive and rude in how he handled the situation.

After leaving the store, I researched Costco’s policy and now understand that only ADA-recognized service animals are permitted, and that Emotional Support Animals (ESAs) do not qualify under ADA guidelines. I acknowledge that this was my misunderstanding, and I respect Costco’s right to enforce its policy.

However, my concern is not about the policy itself — it is about how the situation was handled. The explanation was not delivered with professionalism or courtesy, and no effort was made to respectfully educate us on the policy. Had the situation been handled with basic customer service skills and clear communication, it would have felt very different.

We have shopped at Costco many times before without issue and value being customers. This experience was surprising and discouraging. I hope this feedback can be used as a training opportunity to ensure that policies are communicated clearly and respectfully in the future.

Thank you for your time and attention to this matter. I would appreciate a response regarding how this will be addressed.

Sincerely,
[John b]
[112014388106]

Date of experience: Feb 24, 2026