Costco Wholesale — Attraction in Spanish Fork

*Update 3/16/2023

Lemco has fixed the problems we had with our flooring by replacing carpet and the section of vinyl we had scratches on. We are satisfied with the flooring. Changed from one to three stars.

love Costco and all of my in store experiences and that is why we went through them for carpet and FVP but, DON’T GO THROUGH COSTCO FOR FLOORING!!! This review is for Costco flooring service in Utah not specifically for Spanish Fork Costco. There is nowhere to actually review Costco’s flooring service on its own or Costco in general. This is my local Costco so they are the lucky recipients of this review. I have no experience with flooring bought in the warehouse, this is my experience purchasing flooring as a service through Costco.

I can not recommend Lemco or Costco for flooring. First, flooring replacement has been huge expense for us and we have been saving for years to afford it. We went through Costco because they say they stand behind their products, apparently this applies only to products in stores and not their services. We were replacing flooring in approximately 2,200 sq ft of our home with carpet and luxury vinyl planks.We changed our mind on the color of flooring after they had ordered it and were very kind to help us with that. Casey did explain that during Costco flooring promotions they are very busy, which is understandable. The first problem we faced was getting the vinyl installation team to actually show up. We had taken multiple days off work and they were no shows on two separate days with no word to us that they had decided not to come. When the they did show up, the 20 something installers were ogling my 16 y/o daughter while they “worked.” I finally made her leave. It took over two weeks to complete the vinyl install because they were very intermittent on showing up and how much time they could spend each day (I get it, good help is hard to find.) The carpet team showed up the day they were scheduled and worked quickly and efficiently. Once the install was finally completed, we were happy with the floors…for about 6 months. That’s when we noticed scratches starting to appear and the carpet began to become matted. Casey came out (not an easy guy to have answer a text) and he agreed that this shouldn’t happen. They agreed to replace the carpet and let us choose something different if we wanted. They sent Shaw flooring representatives out to inspect the scratches and they concluded that it was normal wear and tear. We had placed 3 types of floor protectors on the bottoms of all our chairs to protect our investment but, the floor has scratches anyway. Casey suggested we split the cost of replacing the parts of the floor that were damaged. My thought was that we’d be in the same position in another 9 months which didn’t sound appealing so we asked for a portion of a refund. They agreed to refund $1,000 (of the $13,000.) We decided on the replacement but the last text in March of this year has still gone unanswered. So here we are at the end of July, 3 three years later and none of those things have happened because we can’t get Casey to text us back. We prefer text so we can keep records of what has been agreed to. Lemco has very nice people working for them, Casey is a very nice and personable guy and in the beginning, he tried to get our concerns taken care of. I get that we have been a giant thorn in their side but, this all could’ve been solved years ago if better communication was part of their business model. Last two pics are matted areas vs non-matted.

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We purchased a washer and dryer unit from Costco less than a year ago. Roughly a month ago, our machine began leaking, so we did all the troubleshooting both LG and Costco ask of the consumer and still couldn't correct the problem.

I then contacted LG's customer service as the Costco website directed. The LG rep took us through DANGEROUS troubleshooting steps to take video and pictures of where the leak was coming from, asking my husband to stick his arm under the barrel of the washer while it was running. And because we live in a rural area, we were advised by the rep that they did not have technicians they could send to service the unit and that they would, not only continue to search for a technician, but that a supervisor would be contacting us directly. Neither of which happened.

We then contacted Costco's customer service. My husband was hung up on by two separate Costco reps with a shrug and "there's nothing we can do for you. Call LG." The third representative we spoke to said he was able to find a technician and would schedule the appointment. This never came to fruition either.

Next, we escalated to a Costco supervisor, who has been in back and forth contact with LG to find alternative options to service the warranty that our machine should still be covered by. It's been two weeks now, zero progress has been made, even though we've jumped through every hoop that both companies have requested of us.

Earlier today, we received text messages from Sears that they would be servicing the unit at our OLD address, which Costco or LG used to schedule the appointment based off our billing information, regardless of the fact that we've provided our correct address several times, which was also the shipping address utilized when we first purchased the unit.

We spoke to Sears, and they confirmed they do not have the ability to service our area, and so I followed up with ANOTHER call to LG. I was treated rudely by both their customer service rep and the supervisor I spoke to, and the supervisor wanted to start me over at square 1 to start looking for technicians in our area even though I told her several times the information I was provided by both Costco and LG throughout the course of this nightmare was that there were no technicians they would be able to send to help us. She also told me that we would not be eligible for a replacement or refund even given the fact that we had been previously promised a refund by the Costco supervisor we've been working with.

At this point, our floor is damaged, our walls are damaged, the electrical components on the machine are fried because both companies have dragged their feet in offering any kind of actual assistance, and we've been dragged through the ringer.

Our request has been escalated to the corporate offices of Costco and the Presidential Liaison department at LG, and I'm losing hope that the matter will ever be resolved. I refuse to do business with either company going forward, and I would caution any of you out there looking to purchase a major appliance with either company. There's a good chance you won't be able to get the help that you need and deserve if something goes wrong, they will put you in situations that you neither have the skills or the tools to resolve, and you will be stuck bouncing between the two companies hoping and praying to whatever god you believe in that someone will actually step up to the plate to make your situation right.

If I have any advise to give, it would be to stay...

We usually have a pretty great experience with Costco, but today my husband and I had a TERRIBLE customer service experience with the “Return” department. We got a faulty Apple Watch and we tried to exchange it today.

Back story: I bought the Apple Watch series 5 for my husband because he has a heart condition that requires that his heart be monitored several times a day, and the series 5 has a professional grade heart monitor. I bought it on sale because we are just teachers and this is a huge purchase for us. I held onto it for awhile because it was for his birthday/graduation gift for his Master’s program. I didn’t think anything of it. Something that expensive should work! And if it doesn’t of course we are going to try and exchange it for one that does. Not a big deal USUALLY.

So back to trying to take it back. We didn’t realize that there was a 90 day return policy on Apple products. Usually, there isn’t a limit. We get it, that was an oversight by us, but the way they treated him was UNACCEPTABLE! The first girl, treated him like he was stupid and kept talking to her friend like he couldn’t hear/understand him (he is Latino so who knows what kind of assumptions she made about him) then she just walked away from him very disrespectfully. Her supervisor apologized for her behavior (because he witnessed what happened), when the General Manager (Kevin) came into it, hushed the supervisor, said something along the lines of, “The policy is stated on the online receipt”, SORRY we missed it. Believe me WE ARE TRULY SORRY WE DID MISS THAT. So he kept telling my husband to have a nice day really sarcastic while he walked away from the store.

My husband left feeling so shamed and embarrassed and infuriated for being treated in such a way. This could have been handled SO differently! We could have left with the information of how to get in touch with Apple to exchange it that way. Instead, it was a nightmare!

I am ashamed of Costco and that General Manager (Kevin) who i just found out is not even the general manager...way to impersonate the general manager...”and the Oscar goes to Kevin”. Shane on Costco for the way they treated one of their Executive Members. We will immediately cancel our membership with Costco because we will not support an institution who treats their patrons...