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63 Reviews & Complaints

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Milk Containers Always Spill From the Opening
Posted by Bortonbob on 09/02/2013
It is nearly impossible to pour milk without it dribbling down the plastic jug. Need to redesign the container or fire the engineer who obviously did not try out the design.
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2 Yr Old Child Injured and Bullied by Claim Adjustor
Posted by Pi_pi_8888 on 07/27/2013
where the cut was made
where the cut was made
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 [snip] 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 suppose to get his injured thumb wet. Ms [snip] 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 [snip] 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 [snip], left me with the disgusting feeling of 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.
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Posted by clutzycook on 2013-07-27:
First, I'm sorry your son was injured. I have two children myself and I think we parents hurt almost as much when our little ones are in pain. What the claims adjuster said about kids not feeling stress or remembering pain is pure baloney.

Unfortunately though, I have to agree with the adjuster that Costco won't assume liability. You don't mention if you had brought the incident to Costco's attention at the time of the injury and filled out an incident report. That's key in most cases to having any chance of a store reimbursing you for medical expenses, etc. I know that's the last thing you think of when your little one is bleeding all over the place and screaming in pain, but without it any Joe off the street can claim that their injury occurred at any store and try to get a payout.
Posted by Nohandle on 2013-07-27:
I'm sorry to hear of your child's injury and am in no way defending Costco. That having been said with complete sincerity there are a few things to consider. Small children obviously have tiny fingers and are apt to stick them anywhere they think the fingers might fit, out of curiosity if nothing else. There's no way a business can look around and protect children from every conceivable injury any more than a parent can take a child shopping and watch everything a child does.
Posted by madconsumer on 2013-07-27:
was the child secured in the seat of a cart? or just walking freely?
Posted by More coffee please!!! on 2013-07-27:

This is a great learning lesson for your child, don't put your fingers into strange places otherwise you might get hurt. It is how kids learn and it is up to the parents to teach the child this is not a playground it is not safe. Didn't your child already have the infant shots? DTaP the T is for tetanus.
Posted by ilovemyson on 2013-07-27:
I'm sorry your child was injured, it breaks my heart to see kids get hurt.With that said i'm sorry but your child shouldn't be walking freely in stores like that and if he was secured in the cart you are the adult and should be watching him and teaching him not to stick fingers in things. I know kids wanna explore and feel things but stores like costcos, sams club, home depot big warehouse type stores children should never be unattended, there are forklifts being used and big carts and pallet jackets its just not safe..
Posted by pi_pi_8888 on 2013-07-27:
Thank you all so much for your kind words and understanding. I will try to clarify something of the issues you've mentioned. Answering clutzycook: My husband did fill out an incident report while I took care of my son. That is probably why the claim adjustor even bothered to hear me out. Answering Nohandle: You do have a good point. They can't think of everything, but that is what the consumers are for, right? I hope they don't wait till something more serious, like a lost finger, to motivate them to do something about it. Answering madconsumer: at the time he was walking but I wouldn't say freely, I was about 5ft away and watching him pretty closely. It only took him few second to get his finger caught. Answering More coffee please!!!: You are absolutely right, we learned later from the ER nurse that he already had his tetanus shot. I really wish he had learned his lesson. I bring this up frequently, to remind him what has happened.
Posted by FoDaddy19 on 2013-07-27:
Sorry to hear that you child got hurt. But this wasn't Costco's fault IMHO. It's your responsibility to watch over your child. The claims adjuster wasn't exactly nice about it, but he does have a point. I certainly can't remember anything that happened to me at age 2, and I doubt that if even ten years down the road your child will remember this incident either.
Posted by yoke on 2013-07-27:
I feel bad that your son was injured, but a 2 year old should not be walking freely in a warehouse, even if the parents are 5 feet away. I think it is unreasonable to expect big warehouse stores to babyproof them.
Posted by pi_pi_8888 on 2013-07-27:
I am confused with the term walking freely? What is the definition of freely? My experience is if a child walks on his own without holding on to a parent's hand, it is impossible for him walk next to the parents at all times. When I am out with my child at a store, when there is a lot of people or we are surround with thing he shouldn't touch I would hold his hand. But when there is not a lot of people and for example, its the bread isle, his perimeter would increase slightly. But in all cases I maintain a full visual of him.

By premises liability law Costco has the responsibility to ensure that it is safe for all age shoppers or warn in advance of the unsafe areas. Costco has fail to do so.

I do feel I have a valid complaint and its likely I will consult an attorney if this matter doesn't get resolved soon. For those of you who think I whine etc, I am sorry I have wasted your time. But I hope parents with small children who shops at Costco can learn from this post, and make sure your kids don't try this at the store.
Posted by Susan on 2013-07-27:
The definition of "walking freely" means that he was not secured in the shopping cart provided by Costco.
Posted by capell2b on 2013-07-27:
Firstly, let me say I'm sorry that your child was hurt. Secondly, parents have one of the hardest and important jobs in the world- bringing up their children. Thirdly - Children need to be constantly watched whether its on the street or a warehouse like Costco. In this case, the responsibilty is yours. Was your child left to run around while you shopped, or were you distracted having a
conversation with a shopping buddy or on a cell phone. (Which I have unfortunatly seen all too often) And, if your child stuck his finger in a door jam, cabinet gap, a drain, or something else in your home, would you say it was the responsibility of the company that makes it? I really must side with Costco. It's unrealistic to ask a warehouse, meant for adult shoppers, to be child-proofed.
Sorry, but, the truth sometimes hurts.
Posted by pi_pi_8888 on 2013-07-28:
to capell2b: both my husband and I were not distracted by anyone, nor were we on our phones, my child was not left to run around unattended. I too dislike parents who let their child go wild in public areas, that is why I make sure my child is not like that.

to Ilovemyson: Costco does not require children<3 yrs of age to be secured in push cart. This type of request will probably cost them a lot of customers. Though after this incident I would highly recommend parents to do so. I don't hope someone like to you or McLaughlin to understand my feelings, after all it is not your child who is hurt. But I do hope other parents can learn from what has happened here and take up the responsibility of making our environment safer for kids.
Posted by yoke on 2013-07-28:
If a 2 year old is able to get 5 feet from either parent then IMO the child was unattended. I'm sorry, but the parent is at fault with this one, not Costco. Costco would NOT lose any customers if they required parents to secure their children in the carts provided, most parents already do it. Not that many parents allow their 2 year old to walk alone 5 feet in front of them in a warehouse.
Posted by pi_pi_8888 on 2013-07-28:
Yoke do you have children of your own? How long since you've last took care a 2 yr old? How many 2 yr old do you know can sit still in a push cart for more than half an hour at a time and be happy about it? Have you witness a child climb out of their seat in a push cart? I have, because my child can do it with no problem.
Posted by yoke on 2013-07-28:
Yes I have 3 children. At 2 years old they stayed in the cart or if they were out of the cart they had to hold my hand. I took care of a 2 year old yesterday. Went to the grocery store and she stayed in the cart no problem. I have seen kids climb out of carts and it is scary. It happened when the mother was not paying attention. I would NEVER let my 2 year old wander 5 feet away from me in a store never mind a warehouse. I really am sorry your child was hurt, but the blame is not on Costco. They should not have to babyproof a warehouse because parents feel it is ok for their 2 year old to be able to walk freely. What would have happened if your child ran into another cart, would that have been Costco's fault or the other persons fault also? What about if he pulled things off the shelf and got hurt, would that be Costco's fault too? There is no way they can wrap the shelves as you feel. It is the parents job to make sure kids don't put their fingers in places they should not be, not Costco's.
Posted by pi_pi_8888 on 2013-07-28:
My experience is girls and boys are different in the sense that girls are usually more calm and less active than boys. And every kid is different, you can't really say your kid can sit in a push cart for 20 minutes therefore, other should be able to too. When you have an active child who is constantly trying to reenact a prison break, I assure you, you will not be able to do your groceries.

If Costco don't want to "babyproof" their warehouse then they should have a policy that shifts all the responsibility to the parents. For example, a policy that children under a certain age needs to be secured in a push cart at all times. With out such policy, it is same as telling the shoppers that Costco is a safe environment(except for the warnings etc) for your toddlers to be in.

You are absolutely right, it is the parents job to tell their kids what not to put their fingers in. As a parent you should know we have to constantly remind them what not to do for them to remember. This is exactly why Costco needs to do something to bring it to parents attention that these metal slots poses danger to those little fingers, so that the parents have a chance to warn their child. I am not sure why you feel it is impossible for Costco to wrap the bottom part of the post with plastic tarp, but their are other solutions too. Costco can put signs around their store if that is easier.
Posted by yoke on 2013-07-28:
Having 3 children with 3 different personalities I know not all kids act the same. BUT, if you know you have an active child who is into everything do not allow him to walk without holding his hand in a warehouse full of dangerous things. There is no reason Costco should have to babyproof their warehouses. They should not have to put signs up warning parents that it is dangerous for 2 year olds to roam freely and put their fingers in a place they should not be. When you allowed your toddler to walk without holding your or your husbands hand you took full responsibility for what happens to your son.
Posted by pi_pi_8888 on 2013-07-28:
My son is active but he is a well behaved boy. He can be curious sometime but not wild in any sense. When I tell him not to run in the store and watch for push carts he would listen to me. When I tell him not to touch the roasted chicken shelves, he would listen to me.

Yoke, you have your opinion and I have mine. What really comes down to is whether or not Costco have met the premises liability law. In this case Costco have not.
Posted by yoke on 2013-07-28:
Costco has met their premise of liability. They are not required by law to babyproof their warehouses, which is what you are expecting. Costco does expect parents of 2 year olds who allow them to walk freely to keep an eye on them and not put their fingers in places they do not belong.
Posted by pi_pi_8888 on 2013-07-28:
Yoke, thanks for the lesson on liability law. But I will leave it to the professionals to answer my questions.
Posted by ontario_girl on 2013-08-12:
I know this is delayed, but I have to add something. Recently in Ontario, a two-year old girl died in an unlicenced daycare. The cause of her death is still unknown. Allegedly, the daycare had over the legal limit of children and was filthy. The parents are now suing the daycare and the government. While this is a sad case, I fail to see how it is the government's responsibility to make sure people's children are safe. That's what parents are for. Not Costco. Not Walmart. Not the government. No one except the parents. When will society stop the "blame everyone else but me" attitude and start taking responsibility?
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Strawberry Cheese Cake is Awesome
Posted by Ok4now on 07/02/2013
Costco's bakery has many delectable delights. My favorite is their strawberry cheese cake. It's huge, 5.50 lbs for $14.99. This is restaurant quality where they charge you $6.00 bucks for a small slice. Rich and creamy with a generous strawberry topping. Start your day off with a good cup of coffee (Keurig's Newman special blend K-Cup) and a slice of this mouth watering cheese cake and you're good to go. No I can't possibly eat the whole thing. I enjoy a few slices and give the rest away to family and neighbors who never turn it away. Treat yourself to this rich indulgence and you will be most happy.
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Posted by Karnamay on 2013-07-02:
Costco's Tuxedo cake is to die for too! I must try the Strawberry cheesecake next visit!
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Excellent Return Policy
Posted by Ok4now on 06/03/2013
Costco really treats the customer right when it comes to returns. Best Buy and other retailers with a restrictive return policy need to take notice. Costco has no time limit for the return of general merchandise. If you're not happy or it fails just return it for a full refund. Their return policy on electronics (TV, camera, printer etc) is a very liberal 90 days.

Four months ago I purchased a heavy duty shop work bench from them for $399.00. They just put it on sale for $299.00. I went to customer service with the receipt and asked for a price reduction. Not a problem. My AMEX card was immediately credited with a $100.00 refund. At Costco you can shop with confidence knowing that you are getting the best price with a no hassle return policy.
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Posted by onlooker on 2013-06-03:
They handled a return on a product that was purchased 4 years earlier, and failed in a highly unusual way - the on off button on a rarely used lamp - basically fell out of the unit.
As the lamp had been a design item rather than a lighting item, it was frustrating that it failed, but the return was handled smoothly.
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The Most Beautiful Long Lasting Flowers Ever!!!
Posted by Virginiakellybsn on 05/28/2013
ONLINE WWW.COSTCO.COM, CONNECTICUT -- I ordered bulk flowers for the center pieces. They arrived two days before the wedding with instructions. We followed the instructions and placed them (after we trimmed off the stems) in buckets of water with the packets they sent. The next night we went to the rehearsal and put together the center pieces and left them overnight for the next day which was the wedding. They opened beautifully and were gorgeous. We received so many compliments about how gorgeous they were.

The yellow roses were long stem so we had enough to place in long clear vases in the bathrooms. The roses lasted for a week after the wedding. They became more beautiful as they opened each day. We were very satisfied with the price and quality. I don't think we could have gotten anything more beautiful anywhere. I would highly recommend this service by Costco for anyone trying to stay to a budget for a wedding!!!!!
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Kirkland Men's Jeans Offer A Great Value
Posted by Ok4now on 02/17/2013
I am pretty fussy about the jeans that I wear. They have to be comfortable, wear well and withstand repeated washing. Up until now my favorite has been Levi's 550 relaxed fit retailing for $58.00. I can usually find them on sale in the forty dollar range. Recently while shopping at Costco I spotted a pair of Kirkland jeans for $13.95. My first thought was they have to junk for that price. Upon closer inspection they were made of heavy denim, seemed well made and had a relaxed fit. Costco has an easy return policy if I'm dissatisfied.

After washing them there was very little shrinkage and they fit perfectly. Repeated wear and washings have had little effect. The quality is as good as the higher priced name brand jeans. These are not designer jeans, the "Kirkland" label is on the back pocket advertising that you didn't over pay. So what, you got a great value. My wife has found that the women's clothing offers an equal value. Check it out.
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Posted by clutzycook on 2013-02-17:
I've bought jeans there before for my husband. They're pretty good!
Posted by JAKFK on 2013-02-18:
I wish they had a Costco in my area:(
Posted by MGB on 2013-07-24:
They are "new" in Rochester MN. I joined 3 weeks ago. Been there twice. I am a committed shopper. GOOD MEAT!

My boss was in town today, he's from Callifornia. He makes serious $ and I noticed he had Kirkland blue jeans on.
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Store Management Compliment
Posted by Amarathon7717 on 02/06/2013
I was a former employee seeking to be rehired, and the warehouse manager listened to my interest in returning to work. Scott was on his way to eat his lunch salad, and gave me his time. Thanks
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Costco Concierge Services Couldn't Even Read the Manual Correctly
Posted by Mbj2 on 02/04/2013
SEATTLE, WASHINGTON -- I bought a TV from Costco, even though it was available for less elsewhere, because of Costco’s "added value"—additional warranty and “Concierge” technical support. Then I had a dreadful experience with Costco Concierge Service.

Having discovered that the TV did not have built-in WiFi, I called Concierge Services to ask if I could access the WiFi features by connecting my computer, which has WiFi. The representative immediately told me that the TV--a Panasonic TC-P55UT50-- DID have WiFi built in. When I said it did not, she argued with me. I repeated my question, trying to get the information I needed without an argument. She said, "Let me look at the manual," and insisted again that the TV had the feature and all I had to do was select it. Please understand that the TV does NOT have the feature; an optional WiFi adapter is required, as I explained to the "concierge." That fact is clearly stated in the manual—the very one the technician had to read to provide technical support!

This incident makes me doubt the veracity of the claims made about the service. The agent was most definitely NOT an "expert-level technician!" She could not even read the manual correctly, much less treat me with respect!

Frankly, I think Costco should do something either about the qualifications of its employees or about its false claims of "expertise."
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Posted by clutzycook on 2013-02-04:
I had the same thing happen to me with a Sony Blue-Ray player I bought a couple years ago. It was wi-fi READY, not wi-fi Equipped (needed an adapter too). Two different things and that's something the concierge person should have realized.
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Go Elsewhere For Your Glasses
Posted by MattZat1 on 01/07/2013
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 bargin eye glass stores have some measure of protection on the frame and lens. Costco has none on either part!

We still can not believe what we were told. Buyer beware!
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Posted by ok4now on 2013-01-08:
This is highly unusual for Costco to not warranty a product they sell. Did you try to speak with a manager? My experience has been they will bend over backwards to please a customer.
Posted by At Your Service on 2013-01-10:
How long had you owned said glasses before the issue came up?
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What Return Policy/what Customer Service
Posted by Craig662 on 01/07/2013
VICTORIA -- Hello Resolution Specialist

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 it state of deterioration.

Thanks you for your consideration to these facts.
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Posted by At Your Service on 2013-01-08:
With respect Craig, your letter does absolutely nothing in explaining an issue you may be having, nor does it suggest, in my opinion, that you were treated poorly or in any way negative.

In this case, you've posted a letter you've written to someone by the name of Victoria. Suggesting that you've purchased a hot tub and not been given ample service when you've needed it. Unfortunately, you've not explained the problem, what you communicated with the retailer and what was then communicated with you.

As far as the consideration to these facts, I have no idea what you intend to gain with the letter especially in the way you've posted it.

This isn't to suggest you may not have a legitimate complaint and one very much worth discussing. If you'd like to post it, I'm sure everyone here would be willing to read it.

Best of luck. Hope we hear what the issue is.
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