Costco Wholesale — Local services in Guelph

I visited this location a couple weeks ago and wasn't originally going to comment, but subsequent visits of this Costco (in which I would rate 5 stars) tells me this was an isolated incident from the workers, and not everyone that works there is rude :).

Sharon was my cashier and the person assisting her was an older man with grey balding hair and beard. I recently moved to Guelph from Mississauga, and the Costcos I frequented in Mississauga and Brampton ask you to leave larger bulky items in the card regardless of their weight. This is for efficiency because those Costcos are a lot busier and the lines go faster if you leave big ticket items in the cart. I did the same when I was in this line here, it was only a few items (3x milk bags, laundry detergent and the like). I was not aware of the '10 kg and under' goes on the belt rule here. I was told by Sharon to place all items on the belt, but I initially did not hear because of the plexiglass between us. So I asked her "pardon" and she said again, rudely, to place the items on the belt. She made no effort to speak louder or lean closer to the plexiglas, instead I had to lean over the belt to hear what she was saying. At which point I did put all the items on the belt. Both her and the man helping her load the cart seemed agitated with me, so I felt the need to explain why I had left them in the cart. Sharon seemed to understand and calmed down a bit, saying that she had a couple customers the week prior do the same thing and it was understandable. But her accompanied worker goes on to make a comment that the people that frequent those Costcos are "lazy" then, exact words. Which naturally I took offense to because now you are indirectly calling me lazy. I can't see how that is an appropriate response in any situation, especially since I tried my best to be respectful of their rules. My ignorance was justified, and I did my best to explain, to be called "lazy" for it is extremely derogatory.

Sharon was kind enough to notice that the eggs we had purchased were cracked. She sent the rude worker to grab another one for us, which of course was nice of her. But it seemed like he purposefully took his sweet time retrieving a new pack, 8 minutes because we counted. And of course, the new one he brought was cracked as well, we noticed when we got home. No proof as to whether it was on purpose, but it was definitely suspect.

I completed my order without saying anything about the "lazy" comment, but the more I think about this incident, the more upset I get. Everyone we've interacted with in Guelph has been more than kind and this is the only thing to have marred our recent move here. I felt belittled, targeted, and disrespected. I feel like Costco has always been able to say that their customer service is top notch, and I have never had an issue even at the Brampton and Mississauga locations (which are much busier with harried workers). Every time I have visited this location now, I avoid that man and whatever line he is assisting in. I shouldn't have to, but he makes me very, very...

One of the worst customer service experiences in Guelph! The cashier at the time, "Debbie", looked very unpleasant to be working on such a busy day. I asked her if we could do another transaction for some of our groceries and she said a simple and rude "no" since she already scanned them in. I didn't want to bug her for it so I just didn't say anything. I personally found out later from a nice young woman that she could sub-total them so it shows it separate from the rest of the items but, it'll still be on one transaction, which if I knew I would've liked for that to happen. She didn't offer ANY solution which shows little to no skills in customer satisfaction/services. Not only did she not offer a solution to that part of our conversation, but also when I asked if I could pay with debit/credit she said "No, only Costco members are allowed to pay...Since you are a guest you can't pay unless you have cash." I replied letting her know I didn't have cash and I told my mother I would pay for what I pick up in the store. Again, I later found out from the same nice young lady that there's an ATM in the store that I could use to grab cash from. If I had known that sooner it would have saved the trouble of my mother paying for everything. The third incident that happened was with the cashier-assistant I presume, her name was "Paula". Both of these women we're older and looked like they had some experience so I asked them nicely "I couldn't find the two bite aussie-bites, do you know where they are?" Debbie replied with "I don't know" again not helping solve my simple question. and Paula said a short "Maybe". Both of them were unwilling to help us in any way, they both looked like they were being forced to do their job and not do one single bit extra for a customer in need. We also had bags within our cart so that the "assistant-cashier" could put our groceries and items in there, which always happens, however this time Paula did NOT want to use the bag we had in the cart and rather chose to argue with me about the "Policy" for credit/debit use. I had to go near the food area where there was some assistance given to me after a couple minutes of wait. Looking over my shoulder I see Paula rush off of her cashier line to talk to the customer service associate (I presume), which was the nice young lady that ACTUALLY helped us find our aussie-bites and let us know about the ATM. Paula wanted to tell her side of the story first I assume, which looks very guilty and unprofessional may I add. After Paula was finished talking with the nice young lady, the lady came and spoke with us assisting us with whatever we needed and answering any questions we had. Overall a very bad experience, I personally will not continue going to Costco, I'd rather spend more of my hard earned money in another store rather than at the Guelph Costco where the customer satisfaction and service from cashiers are thrown out the window with any criticism received. Remember the named Paula...

Although I love the products and great service offered by costco, I am immensely disappointed with a mobility representative demeanour today. I can understand handling the influx of customers on special days like Boxing day is highly challenging but to my surprise there was a complete failure by this rep and it projected as if it was personal. Here is what happened, I reached costco at 9:15 am Dec26th and tried to scan the QR code to add myself to the queue at the mobility booth which I found was not working and approached a rep. She acknowledged that the QR link is currently not working due to high volumes and jotted my name and phn no. in a sheet where she was making note of other customers and mentioned there are 14 people ahead of me and she would call me when it is my turn. As the number was not big I decided to hangaround inside the warehouse and after an hour when I approached the same rep to check the status she mentioned there are still 13 people ahead of me ( time now was 10:15 am) during this time I noticed the QR code was working and other customers were able to scan. When I asked the rep about the QR sign up, she mentioned you do not need as I already signed you in and suggested me to sign up only if I want to (but not mandatory). I was afraid of loosing the position in the queue if I signed up that time for which she assured I won’t loose my position, so I did. Number in the queue was 37 but she mentioned I would be cald as per priority (as she signed me manually at 9:15 am already). Time passed and at 11:30 am when I checked her again she looked into her notes and said there are 17 people ahead of me(remember there were only 13 ahead of me at 10:15 Am ) and at this time my position in the queue came down to 28. At 12 pm when I checked, they asked me to wait. I noticed the customers who scanned after me and came after me were all served. I patiently waited until my turn approached which is at 1 :30 pm. After my turn, I politely mentioned to the rep about how she has treated me for which she changed her tone and blamed on the volume of customers they are dealing. I really wonder how come the customers who came in after me were served and how can the number in queue come down from 37 to 0 when there were only 14 people ahead of me when I was signed up at 9:15 am and I was never cald.

I understand the pressure reps go through but I really can’t withstand the fact that my time is been taken for granted. When it is a special day for Costco/reps to make sales it is special day for customers to encash the deals. Although I planned to beat the queue by heading to store early so I can plan to buy some deals in other stores my plan went in vain only because of sheer negligence of such reps.

I just wanted to voice this out to say that one’s time is precious and cannot be taken...