Costco Wholesale — Local services in Vaughan

Dear Store Manager,

I am writing to express my deep dissatisfaction with the service I received from one of your employees, Sonia, at the returns section of your store. I believe it is crucial to bring to your attention the discourteous and unprofessional behavior I encountered during my recent visit to Costco.

During my interaction with Sonia, I experienced a series of actions that left me feeling humiliated and disrespected. To provide a detailed account of my experience:

Sonia questioned the authenticity of my membership card by asking if the person in the photo was me, which I found to be both unnecessary and intrusive. I visited the returns section for a simple return of a $14 multivitamin tablet. Sonia spent an excessive 15 minutes searching for the purchase in the system, which seemed disproportionate to the value of the item.

Sonia, in a condescending tone, informed me that she was only accepting the return as a gesture of kindness and insisted on issuing store credit rather than a cash refund to my credit card.

Throughout our interaction, Sonia used rude and dismissive language. To make matters worse, she accused me of lying about the purchase date, claiming that I had stated I bought the item today, which I had not. I merely requested her to check the system for the purchase date.

This encounter left me feeling embarrassed and publicly humiliated due to Sonia's assumptions, biases, and discriminatory behavior. As a business owner myself, I understand the importance of maintaining a customer-oriented and respectful environment.

I kindly request that you investigate this matter promptly and take appropriate action to ensure such behavior is not repeated in your store. I believe that it is in the best interest of Costco and its reputation for providing excellent customer service that Sonia be held accountable for her actions, which are not in line with the values your company upholds.

I look forward to your response and resolution of this issue. My hope is that this experience can be turned into an opportunity for growth and improvement in customer service at Costco.

Thank you for your attention to this...

Wow. I wouldn’t go back here if it was free. I found a gift card my dear departed mother gave me a few years back and upon checking the balance on line it showed there was still $25 left on the card. We went to this location to spend it and upon entering were told we needed to go into another line to get a day pass to use it. Fair enough. At Costco you have to pay them an annual membership fee for the privilege to be one of their paying customers. Fine. But I have never had the desire to be a member and the woman who jumped ahead of two other sales people to serve us didn’t seem to care. No thank once. No thank you twice. No thank you three times. No and no and no once more until finally I said what is it you do not understand about me saying no I do not want pay for a membership. Then, I had to surrender my driver’s license to her. Then she wanted my wife’s drivers license too. There is no name on the gift card. Why the personal privacy intrusion for a gift card? Then she wanted my phone number. Then my email address. And all of my wife’s information as well? For one single gift card that was not in anyone’s name. Absurd. Relentless high pressure sales tactics for a membership I would never use. I said no again to the email as she was ransoming my gift card to extract it from me. Then she went to get her superior who came back and backed her up saying I could not use the $25 gift card my mother bought and paid for unless I submitted that last piece of personal information. I didn’t. My wife did as she saw this going from bad to worse and just wanted the scene they were causing in public to be over, to spend the $25 and just get out of there a.s.a.p. A week later I received the the first personally addressed junk mail kindling which I believe will be delivered long after my death. Hence the demand for my...

Most of the staff at Costco are outstanding! Management needs to remind all staff in the customer returns department to interact with all customers professionally. Remember to treat all customers with courtesy, respect and kindness whether they spend $100 or $100K and whether they do 1 return or 10 because they are not satisfied and adhere to the policy. If in question, ask a manager or supervisor, there is no need to insult, judge or disrespect customers.

Bruce, the former GM at this location would always say, when in question, ISSUE A CREDIT, leaves the customer with a positive feeling which will result in he/she returning and spending double the amount of the credit or more AND refer the location to all!

Giving customers a hard time, judging them and/or treating them harsh, rudely or with disrespect, the customer will remember this and definitely go to another location and tell others of the new location.

Staff like Tutti and Sonia need to be moved to being cashiers and NOT in customer service as they lack customer service skills.

Special thanks to Karen, Vito, Gian Marco, Alyssa, Irene, Lucy, Matthew, Elijah, Aliah, Priya, Sarah, and Maria! I greatly appreciate your phenomenal customer service skills and assistance!

As well, I absolutely love my Costco app!

May I suggest IT program the search function to include search done by an item # for warehouse and online purchases. Ideally, when a search by item number is done, if it could bring it up the warehouse or online receipt it was purchased on. Currently I need to go through all my receipts individually to find the item and that at times could take an hour or more (If I am able to find it) as I love shopping at Costco …. Your assistance on this matter would be greatly...