Costco Wholesale — Attraction in East Hanover

Constructive Criticism Review: Customer Service at CostcoI recently visited your store located at East Hanover NJ, and I would like to provide feedback on the customer service experience, which I believe requires immediate attention and improvement. During my visit, I encountered several instances where the interaction with the cashiers was disappointing. They appeared rushed and were dismissive in their responses. For example, when I inquired about the location of the self-service stations, I was met with a rather curt reply suggesting I "look better" to find them. This response came off as unprofessional and unwelcoming.Furthermore, when I mentioned that the self-service stations were previously located on a different side of the store, the cashier's response was dismissive, stating they had "no idea" and quickly moved on to the next customer. This lack of knowledge and abruptness in communication did not align with the service standards one would expect at Costco. As a loyal customer who has frequented this location in the past, it is disheartening to see such a decline in customer service quality. I believe that addressing these issues could significantly enhance the overall shopping experience for customers. I urge the management team to consider the following actions:Training and Education: Ensure that all staff members receive comprehensive training on customer service standards, including effective communication and problem-solving skills. Feedback Mechanism: Implement a feedback system where customers can easily report their experiences and provide suggestions for improvement.Culture of Respect: Foster a culture where every customer interaction is approached with patience, respect, and a willingness to assist. Accountability: Hold staff accountable for their interactions with customers, emphasizing the importance of professionalism and courtesy.I hope that this feedback is taken constructively and is brought up for discussion at your team meetings. Improving customer service will not only retain existing customers but also attract new ones, contributing to the overall success of the store.

Thank you for considering my feedback. I look forward to seeing positive changes...

Membership services practically do not exist. I need to ask a simple question occasionally to no avail. There are usually no membership staff in front of their computer stations or it's so chaotic in their area that just one person in front of you can take all their time since it's usually just one customer service representative which, for whatever unexplainable reasons, needs to jump from one station to another and then leave it all and go to somewhere else and then maybe return in 10 min., and then start jumping from one PC to another again, and so on. Just today I spent about 30 min. looking for and waiting for an agent just to answer my simple question about their shop cards to no avail. I could not longer wait and left after standing for 30 min. in front of their unattended computers to no avail. There was not even a waiting line. There were about a dozen staff members wearing read coats in the area, aside from cashiers, walking back and forth and standing around with paper pads and tablets and trying to look very important while being totally unapproachable and having their customers openly ignored. I tried to ask for someone in charge but they just waved their hands with no answer. It always looks like a chaotic scene in an airport with the only difference is is that there are no many customers around, so there are no reasons for all these paying loyal customers to wait and search for basic help with their questions. It's just how they operate in this location. I do not know about other locations since it's our local shop which we used for 25+years. Warehouse shopping is fine but their membership service needs a lot of work. God forbid you need any info or a live advice about their credit cards, home improvement services, vacations, autos, even large item purchases like furniture or appliances. Good luck waiting for 30 min just to...

Went to the E Hanover location today. Was purchasing about $400 worth of things. At checkout the cashier said the Company Membership had just expired so he’d call a supervisor to give a one time pass since for a business account the primary has to do it and it’s $240. The supervisor walked over. Basically was rude and would not give a pass. She said I’d have to go get the company principal to renew now in person. I asked about a pass and she said they don’t do that anymore. I asked if I could sign up myself quick. She said I’d have to go to the counter and start the process. Meanwhile I have various foods that needs refrigeration sitting there and a line of people. I did not have time to go thru the sign up process and should not have to as it’s been a valid company membership for over 20 years and never once did I ask for or need a “pass”. So in the end I had to leave without all the things I selected and they had to go start putting away over $400 worth of goods. It’s really bad customer service and sad to see Costco do business like this. As a CEO of. Global company myself I had even done millions of dollars of business with Costco and going forward will not engage with them any longer. I hope it was worth them losing great customers and suppliers to make sure no exceptions are ever made. The same card was used to buy gas days earlier by another company employee and they were given a pass they said yet at this location they said they no longer do that. And I now no longer will shop with Costco or sell them any goods that they...