DANVERS, MASSACHUSETTS -- I am writing to you about an incident that happened to my 2 year old son at the Danvers, MA Costco. On April 12th, my son and I were shopping at Costco, when he had his finger stuck in one of the holes on the metal post of the shelves that can be found all over Costco. When he struggled to free his finger, he cut his thumb on the metal edge of the hole which caused it to bleed heavily.
Since the laceration was made near the tendon area where there is not much flesh to protect it, we were very concerned that he had injured his tendon. In addition, the cut was made on a piece of metal, so there is a chance he needs a tetanus shot. My husband and I took him to the ER immediately after the incident.
While controlling one's child is ultimately a parent's responsibility, Costco has a responsibility to ensure that it is safe for all age visitors or visitors should have been warned in advance of the unsafe areas. My son was using the property normally when the injury was made. The metal post that had inflicted his injury was not marked unsafe by any sign of warning, which indicates that Costco was not aware or not concerned of its potential danger. But just because you close your eyes to danger doesn't mean the danger don't exist, and that is where the liability law comes in play.
I have communicated with the claim adjustor Ms ** for several months since the incident. When I told her my son had experienced pain and stress because of his injury, she brushed it off by saying "kids don't feel stress" and "they don't remember pain". No need to say how offended I was. She was not there to witness when my son cried in pain while the nurse treated his wound, his disappointment when he couldn't play with his little friends at the playground because it hurts every time he used his left hand to hold on; or his disappointment when the weather is finally nice, yet he still couldn't play with his favorite water table because he wasn't supposed to get his injured thumb wet.
Ms ** has many times ensured me that Costco is not at all liable for the incident because Costco was not aware of any danger in the area where the incident had occurred. What kind of reasoning is that? There is always a first for everything. Plus, if what she said is true then there is no need for liability law since anyone can just claim they weren't aware of danger so they can get away with anything.
When I suggested that Costco should do something to prevent this happening again, Ms ** quickly replied with "there is nothing Costco can do". On the contrary, there are things you can do to fix the issue. For example, a very simple solution to this problem would be to wrap the lower section of the metal post with plastic tarp. My whole experience talking with Ms **, left me with the disgusting feeling have been bullied.
I think Costco should take this opportunity to think about how to fix this issue rather than trying to escape its responsibility. We have been loyal customer of Costco and have recommend Costco to many friends and family. I hope Costco can be reasonable in resolving this case, so we can continue to enjoy your service long after.
I am writing this as a saddened long time fan of Costco. I like buying from Costco because I travel a lot and have always thought Costco takes care of product issues. I shop at the Costco in Kailua-Kona, HI whenever there and in Burlington, WA when I used to live there.
To make a long story short, I bought a brand new laptop from Costco in Kennesaw, Georgia, Store #189 on 2-8-2010, I paid with my AmEx Costco Card. I build websites for a living and I thought the computer was awesome, I had read a ton of online reviews and they were all great. It has a giant screen which I thought would be great when traveling because I have 2 desktops and they both have big screens, and they are both great machines. My old laptop was 4 years old so I replaced it.
I didn't use the laptop much because obviously I have 2 desktops and all my graphics, etc. other programs are on my desktop. I flew out to Los Angeles on 02-06-2010 because my husband was going to be here on an extended business trip and the weather is better than Georgia this time of year.
Now, when I saw I build websites, I am not talking about "dragging and dropping" and whatever people think, I have code to type when modifying and I have to type CSS and PHP quickly. While in LA working on one of my clients sites I found the keys periodically skipped. I would find letters here and there missing when I typed a long slew of code. It cost me HOURS to go through all the lines of code and try to find where I was missing letters, colons, etc. It was extremely frustrating.
I thought, "hm, I must be tired" and put it away. The next day after a couple hours of use it started doing it again. Again, I thought maybe it was just my touch was off on a new keyboard I hadn't used. I put it away. Later that day my husband was using it to work on his screen play and after a while I hear him swearing.. Now, my husband types with only 2 fingers, very slow. I ask him what is wrong and he said, "The keyboard keeps missing letters when I'm typing. Watch." And I watched as he poked various keys and sometimes the keyboard responded and sometimes it didn't.
I told him it was doing that to me too. We found it does it sporadically. Sometimes it works just like a new laptop should, sometimes it doesn't. I checked online for any complaints online, found none. Then I called the Costco in Van Nuys, CA, the closest to where we are staying right off Mulholland Drive. I asked to speak to someone, a manager or something. I asked him if had this problem with this model, he said no. I told him I bought this in Atlanta, CA, he said it didn't matter, he would exchange it and he wanted me to be happy.
I went in on 2-8-2010, to the Van Nuys store. They were very busy, the line for returns went down the side of the building. We finally got to the front and the girl had someone come up from wherever and you could tell he was trying to see if there was something wrong with the keyboard. Then the girl tells me she can't exchange it because she thinks it came with a disk. I told her I was pretty sure it didn't come with a disk. It was the best laptop I had ever bought in terms of setting up, I just turned it on, entered some stuff and voila!
She said she can't get credit from HP without a disk. I told her I was sure they had the same model, she said they don't. She said take it back to Atlanta and just buy a new one here. UNBELIEVABLE!! I was pretty sure it didn't come with a disk, and I didn't need the box or anything else, I just needed a new computer. She said she would call someone over to the laptops to help me pick one out. SO!! I go over there and wait. Guess what? No one came. And my husband and I held my laptop up to 2 of the big laptops and they looked IDENTICAL. I mean same exact everything!
So I can't afford this to happen again, I have deadlines, I have clients. So I bought the smaller one but still $799. I don't care as long as I have a computer that works. So after a hectic checkout and having to get my out of state check verified twice because whoever did it the first time didn't initial it or whatever. Then I stood at the cage for quite a while because they couldn't find the computer. Finally they found it and I was able to go home. Guess what???? NO DISK!!!!!!!!!!!! Just like I told the gal IN Costco I was pretty sure it had NO DISK!
The story gets worse!! Not only do I have to lug 2 laptops across the continent. I get in the DAY MY 60 DAYS IS UP!!!! And I don't live anywhere NEAR Costco!! I leave at midnight on 2-1 and land at 7:00 AM on 2-2!!!! I live an hour and a half away from the airport!! So I have to get a little nap and drive the one hour each way to the Costco in Kennesaw, GA to return this laptop!!!! Why?????
This is sad and complete madness. I can't believe Costco doesn't have a customer care or help center because this is just not reasonable!!!!! So Costco, are you sure I can't return it before I fly? And the Costco in Kennesaw better take this back no problem. Surprise, this laptop has had no problems. I am severely disgusted, sick to my stomach over this disgraceful debacle. Shame on you Costco.
VICTORIA -- Wow! So this is how you deal with escalated matters concerning consumer complaints???? I was told that I would at least get the courtesy of a phone call; instead, you emailed the wrong person dealing with this matter, which is an extraordinary display of incompetence. Talk about tragic customer service. You don't even have the integrity to attach your name as you pawn off this matter, cowardly to say the least.
Your response is filled with irrelevant information, which my previous correspondence had already prefaced. You clearly were unable to comprehend the issue at hand. Your response merely reiterated Costco policy which is not new to me. "The following is for the record and likely outside the scope of your comprehension," said Resolution Specialist.
The reason we purchased a hot tub from Costco and not a local retailer specializing in hot tubs was for the following reason only. We have experienced a past Coscto policy that would include unparalleled customer service and backing of the products sold. This perception confirmed by other members I've spoken with is based on your past policy, issues concerning Lemons was satisfaction guaranteed, i.e. replacement and/or and unparalleled refund policy.
Since you know nothing of the details of my situation as your response clearly states, please don't once again waste my time pointing out the matter of warranty, which we have already clarified for you. It certainly is my fault for not being aware of your new corporate policy... a painful lesson contradictory to your now unfounded reputation for customer service and product responsibility. At this point my only recourse is to make sure that your members are educated to the new corporate policy and to dispel the myth that surrounds Costco.
As a business owner in this community, even as a small fish in a big pond, I am able to wield a fair amount of influence, and through multiple sources, including social media such as Facebook, blogs, websites, and news letters, we will ensure to tell this story to help provide prospective to our clients and local constituents. Please note that we will be terminating our membership. In addition, we have 11 other card-carrying family members who also will be terminating their Costco membership. It would have been in your best interest to have shown customer courtesy by properly investigating this matter.
Your losses will far exceed the cost of dealing with matter professionally. The financial impact my re-education program will have in the short term to this company will be negligible. The long-term effect my proactive insight as to what Costco is really about most definably will be costly. As a Resolutions Specialist, these points are beyond your comprehension thus your station in this matter, Costco shareholders likely will think otherwise.
We are not interested in your uninformed, too late too little approach to this matter, we have already repaired the lemon your company is promoting (at our cost of course). Please note that we had an expert remove and examine the malfunctioned heater, the consensus was a defective heater (the second of which in less than 2 years), substandard quality element based on its state of deterioration. Thanks you for your consideration to these facts.
GRAND RAPIDS, MICHIGAN -- Earlier this year, I bought an HP All-in-One printer from Costco, and it really just did not meet my needs. After more than nine months, I was done messing with it and decided to get a new All-in-One. I checked Costco's Return Policy online, and did not see any restrictions specifically cited for printers. Just in case, I called their Customer Service line, and they assured me I could return the printer, despite how long I had had it in my possession.
I boxed it up (original box), took it in (with my receipt), and, without question, they accepted the return and gave me my money back. I bought a new All-in-One (from Costco) and love it (Cannon). Then I remembered that I had bought a bunch of ink for the original printer -- ink I no longer needed nor could even use. I also had NO receipt for the ink, which cost more than $100 (minus $20 because I had bought it with a coupon).
One day, now it was more than 10 or 11 months since I had bought the ink, but one day when I was at Costco, I stopped by the Customer Service desk and asked if it was possible to return the ink WITHOUT a receipt. They said sure, as long as it was still in the original packaging. A few days later I returned with the ink, they accepted the return and refunded my money (just a bit over $90, as I recall). No questions asked.
They did, of course, pull up my account and confirm the purchase and all before accepting it back, and what I was returning was still in the original packaging, had not expired (I'm pretty sure there was an expiration date on it), and was good to just place back on the shelf. Bravo, Costco! What a great way to treat your customers. I am proud to be a member and encourage others to join as well!
SAN JOSE, CALIFORNIA -- Every time I go to a Costco, I never have any positive experience. I swear bad chi followed me around whenever I went to a Costco! My sister and I, went there for a simple purchase, 2 package of toilet paper, 1 watermelon, 1 package of canned chicken, and 1 box of beer and upon paying for the purchases, the cashier girl asked for my sister's id since she was paying. Once she saw that the name on the card was not my sister, she asked who was the card belong to, and we told her that it was our mother's. However at the time, our mother was not with us to make these purchases. Mind you, my sister and my mother looked alike, plus we have the same last name.
So the cashier proceed to explain the Costco's policy to us, and basically told us that the only thing we could purchase, was the box of beer without the membership. Plus our mother's card would be confiscated, and that our mother would need to make a special trip out of her way to pick up her card. When asked why could we only get the alcohol, cause if anything, we careless about the liquor, the cashier told us that under the state law, they can't refused a sale of alcohol. That's bull, really we don't care about the box of beer!!! Then the cashier told my sister that the card was Costco property now.
My sister refused to leave the card in Costco and requested to ask for a manager, so cashier called for one, and shortly a supervisor showed up. He proceed to explain the policy to us again, but at the moment, my sister was like I am not leaving here without my card. The card was in the cashier's hand, but my sister's quick hands snatched it away from the cashier. In fear, the cashier thought my sister was going to hit her, plus the supervisor as well. He told my sister to calm down, and that it's not way she should treat the Costco cashier that way. So at the moment, I got mad, and said "well, that's no way of Costco treating us that way either."
My sister and I were not criminals, who was the one paying for the bill? Who gives the right to Costco to take the card away because of its ridiculous policy? The membership policy should be re-establish and allow the offspring to use. We were the one having to pay for the damn membership and same billing address family member can't even use the card? Also at the entrance door, why do we have to show the membership card upon stepping foot into that property which people pay to get in??
We get it that only membership holders could get in, must we need to reach into our pockets/wallet/ purse to proof that? If the entrance door was only for incoming customers, then why do the workers took the Liberty to exit out of the incoming traffic of people trying to getting into Costco?? I once was yell at for using the entrance doors as exit when there was no one getting into Costco!
In another incident, on a rainy day before we step inside to another Costco, my sister slip and fell in front of the entrance, and the door greeter, do not even say anything or do anything.. At the time, I was mad because I felt like the least the door greeter could do, was to acknowledge that my sister was okay. The door greeter was looking right at us, and she was like I saw nothing. My mother and I complaint to the supervisor, at the time, took an incident report, but it was bull, Costco don't care about anything but themselves.
The supervisor was like since my sister fell outside of Costco, it was not Costco property once it's outside of the Costco prison doors. Are you kidding me? Not Costco property?!!? No one followed up anything and good thing my sister was not hurt otherwise I would sue Costco.
I have many more horrible stories from Costco, but too long to continue on. If it's up to my lonesome decision, I would care less for this communist faculty. To this day, I don't know why my mother would continue to put up these rude jack rabbits that work there.
ORLAND PARK, ILLINOIS -- Based on a Consumer Reports 'Best Buy' rating we purchased frames and lens. The frame hinge one one side only tore apart making it impossible to connect ear piece to lens portion. We were told there was NO GUARANTEE connected with the purchase of either the frame or the lens. We could not believe it. Costco has an absolutely outstanding customer care policy - we know that over our years of being members. Even the bargain eye glass stores have some measure of protection on the frame and lens. Costco has none on either part! We still cannot believe what we were told. Buyer beware!
I had a problem with the hard drive on my laptop and called in. They made me dump the computer and reboot with the original programming provided by the laptop company. It still had the problem, so they took it in for repair. They decided it was the fan, replaced it and sent it back to me. The laptop still had the problem, so they made me dump the computer again. It still had the problem so they took it in again and still found nothing wrong and sent it back saying it was fine. Even though it was NEVER FIXED, they then told me I had to see if the problem still existed.
DUHHHHHH, if you didn't fix it, why would it suddenly work??????????? I spoke with these people on the phone soooooo many times it was unbelievable and still don't have my laptop fixed. I'm sure when I run it this time and it still has the problem, I will, AGAIN, have to dump the programming and reboot, explain it once more, send it in again, and still not have it fixed.
This company is a scam to keep from actually fixing problems. The goal is to wear you out. This is NOT a benefit when you buy from Costco, it is a huge hassle. I will now have to buy my own new hard drive for my paperweight of a laptop in order to make it useful again. Thanks for the hassle Costco!!!!!!!!! I won't buy another computer there.
My five year rated car battery is approaching six years old. It has not failed but it's at the end of the life cycle. Not wanting to take a chance and be stranded I researched new batteries. Checked all the top brands, Interstate, Everlast, DieHard etc. They were all priced well over $100.00. Then they whack you with a $25.00 installation charge. What a rip.
Costco had exactly what I needed for $78.00 bucks. This is not some junk economy battery. Consumer Reports rated it a Best Buy. It comes with a 100 month warranty with a full replacement the first three years. The Cold Cranking Amp is a whopping 850 compared to the 500 Amp of my current battery. When you return your old battery to them you get $9.00 bucks back for the core lowering the price. The savings for this one purchase easily paid for my yearly membership. I have their Executive Card which gives me additional cash back. This is a sweet deal, check it out.
Hubby and I have been Costco Members since 2005. Typically we only buy gas there since it can be up to 10 cents cheaper than anywhere else in the immediate area. About 5 years ago, we decided to try the Executive Member program. For an extra $50 a year, you will receive 3% back on your Costco purchases. Thinking we'd at least get a return on our investment, we signed up. At the end of the year, we got our check--well, it was actually a voucher that could only be used at Costco, and it was only for $3!
What we failed to read in the fine print was that gas doesn't count. So, we went back to the regular membership around the time ** was born because even though we were spending about $120/mo in formula, that was pretty much all we were buying there, and a year's worth of formula purchases still wouldn't even allow us to break even. I was asked once or twice that year if I was interested in the Exec program again, but I always turned it down.
Fast forward to 2012. I am once again buying formula, this time for **. I usually have to go twice a month, end up paying about $40 a box for it. Every single time I go, however, they're asking me about joining the exec membership. I always decline and explain that the formula purchases won't even get us close to our $50 back. They try to argue back that if I'm here, I might pick up other stuff that might bring the total closer to the break even point.
I counter back that because the formula is a straight shot from the entrance, and right next to the cash register, I am a virtual ping pong ball going directly to the formula and then straight to the checkout. I don't pass go, I don't collect $200.
Tonight, I needed to make another formula run. And yet again I'm asked about exec membership. I once again explain my position. I must have looked extremely cheezed because he guy offered to put a notification on my card so I'm not asked again. Seriously? They can do that? I acquiesced immediately and the guy stepped away with my card. He returned a minute later and handed me my card saying I was all set. On the back of my card was a big, underlined NO written in black marker. Are you serious? That's all it takes? Heck, if I had known that, I would have written that on my card myself years ago! With one of the 500 Sharpies I bought there. :)
LAKE IN THE HILLS, ILLINOIS -- Last fall, I bought new tires for my car at Costco. Of course, I had to pay an additional $60 for the installation package which included free tire rotation for the life of the tires. After 5000 miles elapsed, I went in and tried to have them rotate my tires. They quoted me a two hour wait. Since I wasn't able to wait that long, I declined and left. By the time I went back, another 5000 miles had elapsed. This time, they told me they couldn't do it because they were an hour away from closing. I asked to see the manager and I threw a small fit (not that I'm proud of it) and they had my tires rotated in less than 30 minutes.
Which brings me to this weekend. It was time for yet another rotation so I headed for Costco on Saturday only to be told that there were already nine cars in line and they couldn't even give me a time estimate. I said I would come back in the morning. Since the store opened at 10, ** and I were at the store 20 minutes early, at the door 10 minutes early, only to be practically mowed down by 4 other shoppers heading for the tire center when the doors opened (I was carrying ** and wearing high heels so I couldn't run terribly fast). By the time I got to the front of the counter (20 minutes later), they told me that because 4 other people were in line first, it would be a 2 hour wait!
The combination of my aching feet, the overly long wait, and the fussy and wiggly toddler I held forced me to the brink. I asked why they couldn't get 4 cars serviced in less time than that and their response was that it was the first day of their sale and they only had two people working. I know it wasn't the person at the register's fault, but why didn't they think to have an extra person or two on hand to handle the obvious influx of customers a tire sale is going to bring in and they had no one who could do a simple tire rotation. The guy just said "sorry." I stormed out and left.
I called the store manager and read him the riot act and told him that I have gotten faster service at Walmart and they're slow enough as it is. The manager just kept saying "sorry I can't help you." Finally I just hung up because driving angry is never a good thing. I went home and wrote a complaint on their website. I'm sure I'll never hear a thing from them, but it felt good to vent. After I did that I called up the local CarX and they were able to get me in right away. Ten minutes and $10 later, my tires were rotated and I was on my way home again. I still have to go to Costco and get them inflated with nitrogen, but hopefully they have someone who can do that relatively quick.
Bottom line is that from here on out, I would rather pay to have my tires rotated by friendly staff than get the blank stares and insincere apologies that I have constantly gotten from Costco tire center.