Costco Wholesale — Local services in Halifax

I'm a little disappointed, I'm a new member (since April 2024) and I've only shopped a handful of times and had good experiences until the last two times at the Chain Lake Drive location. My partner and I usually go together (both listed on the same membership) and share a cart and go to a self check-out, this hasn't been an issue until recently. Right before Christmas on a Very busy day, we waited in the line for 20+ minutes and when we got to self check out they asked if it was two orders, we said it was and were told we had to go to the regular check out but wanted us to go to the back of the line. It had been a long day and we had travelled over 3 hours to get there so I didn't want to argue and we went to the other line.

When we got to the check out we explained what happened and they seemed confused and said he must not have worked there, we asked to speak to a manager to clarify what happened and they told us there was no rule about this at the check-out and they apologized. We also called their customer service after the fact to complain about the unnecessary stress and again were told it wasn't their policy and they apologized.

We returned to the Dartmouth location a couple days ago and went through self check-out without issue, however when checking out at the chain Lake drive location again today we were told we needed to go to the regular check-out stating that the reason is because they aren't able to monitor that everything is being properly scanned if it's two orders. This point might be valid if they didn't pay employees to check your carts at the door on the way out (also we had a very small amount of items in the cart, not at all hard to keep track of if they had wanted to).

This may be a store specific policy, but it isn't posted Anywhere within the store nor at self check out that this is their policy, they just allow customers to wait in the line and cause unnecessary grief when they unknowingly try to check out.

An employee named Marvin is a Gem of a person though,...

I came in today to do a price adjustment and had a TERRIBLE experience with a lady doing returns. Her name i believe was IRVANA and she had short hair, older lady (maybe russian). I have never seen her working in the return section before and I do NOT think she should be working in that section or around customers for that matter. When I first arrived I told her that I would like a price adjustment on 6 items... and she spent a bit of time writing down prices. She said there was no smalls in the store and i explained that i bought 3 smalls. I suggested that I could bring the 6 items into the store and that I could return them and buy them back as they didnt have any small left in the store, therefore by me returning them they would be in the store. She ignored me when i said this and it was like i was talking to a wall. I said it agian same thing, she just ignored me. I think said it one more time and shes like fine do that and rudly threw my card on the table. Before I left I explained that I want these as christmas gifts so thats why I wanted to return all them then they would be in stock and then i would buy them back. I return 30 minutes late WITH THE ITEMS. I go to the returns and she said oh no she dont do that, very rude. I was like WHAT???? then another nice lady comes over and explains that they do return but you cannot buy the item back which I dont understand why i would not be able to buy back. This RUDE LADY knew i was comming back with my items to do this and said i could... now i have the items and she says no. I wish the first RUDE lady would just explain this to me and not to waist my time knowing i was going home to get these items. VERY RUDE...

We were there in Aug, 2023. When we lined up to pay for our goods, we had a young kid in our shopping cart, and the items in the shopping cart included two Rubbermaid Roughneck storage boxes.

When it came to our turn to put our items onto the conveyor belt, I put the storage boxes onto the belt. Cashier Kelly M told me to keep them in my “wagon”. I had no idea she meant my shopping cart. I told her we needed to have two transactions, then we put all other items onto the belt. Just then, another staffer came over to push our shopping cart, WITH OUR KID STILL ON IT, to pass through the other side of the cashier. Our kid was frightened - why did he have to be separated with his parents? Not sure if COSTCO's staff were instructed to push young kids away from their parents.

Not to mention while scanning the barcodes, Kelly M swung  and slammed our items hard onto the belt. I guess despite her workload, she cannot vent her pressure like this, can she?

I understand companies always have their protocols for their staff to follow. We, as new customers, really do not know what and what not to put onto the conveyor belts; through which side of the cashier do the shopping carts have to pass; But I do not think it means we have to put up with Kelly’s dismissive, impatient, impersonal, and unfriendly attitude.

Later on, I browsed COSTCO's website, trying to look for means to lodge a complaint. And there isn't. COSTCO wouldn't want to listen to...