Costco Wholesale — Local services in Austin

As a longtime Costco member, I usually hold the brand in high regard, and I would easily give Costco 5 out of 5 stars for its product selection, value, and customer service. However, my experience at this particular location has been consistently underwhelming and frustrating, enough to make me reconsider shopping here despite its convenience to my home. While I appreciate Costco’s mission and business model, this specific location has logistical challenges that often deter me from visiting.

The most significant issue is the parking lot. Simply getting into the lot can feel like a battle. The design of the entry points and the surrounding traffic patterns create bottlenecks that are almost always congested. On weekends or during peak shopping hours, it’s not unusual to spend several minutes in a line of cars just trying to turn into the parking lot. Once inside the lot, finding a parking spot is another ordeal. The layout seems poorly suited to handle the volume of customers, and it’s not uncommon to see frustrated drivers circling for long periods.

Even if I do manage to park, the store itself often feels overwhelming. The checkout lines are a major deterrent. On many visits, I’ve walked into the store only to be met with lines that stretch the full length of the building. It’s a jarring sight and can instantly sap any enthusiasm I had for shopping. There have been times when I’ve taken one look at the chaos inside and turned around to leave without purchasing anything. In some instances, I haven’t even bothered to park, knowing the experience will likely be more frustrating than it’s worth.

These challenges stand in stark contrast to the streamlined experience I’ve had at other Costco locations. It’s disappointing because I prefer Costco to other warehouse clubs like Sam’s Club, but I often find myself going to a nearby Sam’s instead. Their parking lot is less chaotic, and the ability to use their “Scan and Go” feature to skip the checkout line makes the entire process so much faster and more efficient. This level of convenience is something Costco should seriously consider adopting.

To be fair, I understand that some of these issues are beyond the control of this particular location. The congestion in the parking lot, for example, is likely a result of the surrounding infrastructure and the sheer popularity of Costco as a destination. However, there are steps that could be taken to improve the experience. For instance, opening another Costco location nearby could help offset some of the traffic and alleviate the strain on this store. Additionally, implementing a similar scan-and-go feature like Sam’s Club could significantly reduce the time customers spend waiting in line and improve the overall shopping experience.

In conclusion, while this Costco location has all the hallmarks of the brand—great products, fair prices, and friendly employees—the logistical issues both inside and outside the store make shopping here more stressful than it should be. Until improvements are made, I’ll likely continue to weigh my options and lean toward alternatives that offer a smoother, less...

You love something until they give you a reason not to.

I've generally had a great experience in this Costco besides the times I have been in the membership services. The other day, Therese D. made me like I was being interrogated for refunding my recent membership renewal. Therese was extremely rude and unprofessional.

Backstory – I didn't intend to renew my membership automatically but it was set on auto renewal for some reason so as soon as that was charged, I went in within the week to get that refunded. My membership without the renewal ends at the end of the month and this is the beginning of the month, so it baffles me why she was giving me a difficult time getting a refund.

Therese asked me why I don't want to renew and I said it's because I don't buy enough to keep my membership. Then she proceeded to look at my purchase history and said in an irritated tone "well, you buy a lot here, you buy something every month" And then this is when I started to feel uncomfortable because I have already provided a reason and what is "enough" is a personal preference and she has no right to judge for another person without knowing the other person's financial situation. That was not the end of it, she then had asked me the same question and I had to repeat myself like the answer I provided was not good enough. At the end of the day, that is not how she should treat a customer and a customer can decide to cancel a membership whenever they want.

What Terese has failed to do – to provide professional customer service and good sales techniques. If she was trying to convince me to keep my membership, she could have phrased it much nice and ask me to reconsider given my purchase record. But nope, her attitude was unpleasant and her tones and word felt like an attack to me as a customer. Costco shouldn't pride itself on best customer service if its employees continue to have this kind of unfriendly and impolite...

Today, I visited your Austin store intending to do some shopping. Typically, my wife and I shop together, but on this occasion, I was on my own. Upon arrival, I realized I didn’t have my membership card, so I headed to customer service for assistance. However, I was turned away and told that I could “get all of my membership information online.”

I don’t have a login for your system—my wife does. Since she wasn’t with me, I attempted to create my own login and pair it with our membership ID. The website accepted my input but failed to provide a digital membership card or any means to enter the store. Frustrated, I had to call my wife to retrieve her login credentials and access the app.

When I returned to the entrance with the digital ID, the staff member managing membership access took matters to an unacceptable level. Upon noticing my wife’s picture on the digital card, I was loudly and publicly told I could not shop using those credentials. I calmly explained that I am on the account, that I had attempted to create my own ID, and that I was unsuccessful. Once again, I was told—in a loud and dismissive tone—that I needed to “fix it online.” The entire interaction was unnecessarily hostile and humiliating, leaving me no choice but to leave the store.

This experience was beyond disappointing. Your staff made me feel foolish and even criminal for simply trying to shop as a paying member of your billion-dollar company. Moreover, the inability to address basic membership issues and the lack of customer support is inexcusable.

Today will be the last time I set foot in a Costco. You have not only failed to provide basic assistance but also treated me in a way that was completely unprofessional and disrespectful. I urge you to review your membership policies, train your staff on customer service, and ensure your online system is functional. No customer should have to endure what I...