Costco Wholesale — Local services in Bloomfield Township

I been a loyal customer to Costco for many years and up until now, they have had pretty good customer service. I purchased a Dell XPS and I spent about $2071 on this laptop. A while back, I needed the internal keyboard replaced because the “space” key was no longer good. Dell came out and replaced the internal keyboard. Recently, I start experiencing issues with screen flickering and so I contacted Costco concierge who walked me through a driver updates for graphic cards including bios/fw updates to the system. This caused the computer to crash and now I can’t get anywhere, computer just keeps restarting. I had 35 gig worth of data that I was going to upload to a cloud but never got a chance to do it. I contacted Costco.com customer on 12/18 and I was talking to a lady who stated that they will proceed with refunding me for the laptop as a friendly gesture even though it is past the “90 day” mark. As she was completing the request, the call got disconnected and I then contacted the Costco.com customer service again and spoke to a different agent who tried to get a hold of the first agent I spoke with. She told him that she would call me back but never did. I then reached out a third time to Costco.com and spoke to another agent who mentioned that this is past the 90 days mark, but we will make an exception. She contacts her supervisors who authorized her to perform a refund. She informed me that I would get a shipping label within 24-48 hrs and once I send back the old laptop, they will proceed with the refund (The overall duration of my conversation with customer service was 3-4 hrs on Friday). Because of this information, I decided to order another laptop from Costco.com because I need a laptop. I waited for the shipping label, but it never came. I reached out to Costco.com customer service again and after a long hold time, I got a hold of an agent who seemed very confused and didn’t really know what to do, and then a few minutes later, the call got disconnected. I contacted Costco customer service again and this time, the agent informed that she can’t find any record of them stating that they will refund me. It’s as if I spoke to ghosts on Friday. The agent transfers me to concierge who then transfers to an ecommerce supervisor. The ecommerce supervisor states that he will talk to a general manager to see if they can proceed with a refund or do something about this case, he informed me that he would e-mail me with service request number. The ecommerce supervisor did e-mail me and stated that he would provide an update by Sunday, Dec 20 (he never did). I called him a few times and no answer. I also called concierge again and they could not even find the service request number that he provided. I spent another 4 hrs on Saturday talking to customer service/concierge. Monday came and I reached out again to concierge who transferred me to a concierge manager. The manager made it sound like he is going to take good care of the problem and get this resolved, but just like the rest, he didn’t do much. He had an agent handle the situation and suggested that I go through dell to get the laptop repaired (3 hr call with the concierge, the waiting time and the manager). This is by far the worst customer service I have ever experienced, and I am sharing the details of my case online so people can think twice before buying products online...

Today I chose to walk to the plaza and visited several stores, including T.J. Maxx and Bath & Body Works, before making Costco my final stop. Upon entering (at about 6pm ish), I was carrying shopping bags from these previous purchases.

An employee named Mallory, who was stationed at the entrance checking membership cards, immediately stopped me. In her exact words, she stated, "They don't allow bags in the store." I informed her that I had never encountered this rule before, but she insisted it was a "bagless store" and that I had to leave my belongings with her at the entrance. I informed that I had walked and had no vehicle to store my items in, this was not a viable option.

Uncomfortable with leaving my property at the front of the store, I told her I would take my bags to the customer service desk, as I also needed to process a return. At this point, Mallory's demeanor became confrontational. She left her post, followed me, and aggressively insisted that customer service was not allowed to take bags either. She then challenged me, saying, "I don't see anything that you're returning." Her aggressive tone and the fact that she abandoned her post to pursue me made me feel harassed and was a clear indicator that she was not being truthful. (I am confident that the security cameras at the store entrance will corroborate this sequence of events).

I proceeded to the customer service desk and spoke with a manager who I believe was named Michael. He was apologetic regarding Mallory's behavior and held my bags while I shopped. After I finished shopping, I retrieved my items from him, and he confirmed that the store does indeed allow shoppers to bring in bags, with the standard procedure being that bags are checked upon exiting the store. He assured me he would have a conversation with Mallory regarding her conduct.

While I appreciate Michael's professionalism, I am filing this formal complaint because of Mallory's behavior. She fabricated a store policy, became aggressive when questioned, and left her assigned post to harass me further. This conduct is unacceptable and created a hostile and unwelcoming shopping environment. No member should be subjected to an employee making up their own rules and becoming confrontational.

I trust you will take this matter seriously and implement the necessary training or disciplinary action to ensure your employees adhere to actual company policies and treat all members...

I am a loyal Costco shopper, and I have been for years. It saddens me to have to do this type of review on a company that I hold at high esteem. I used to be a proud Costco member. I mainly shop at three locations. On the morning of June 7,2025 I called my neighbor and asked if she wanted to ride to Costco with me. I told her I needed to get a couple of toiletries. She said, "Sure, we started our morning. It was beautiful out, the sun was shining. We stopped by Chez Pierre et Genevieve and picked up breakfast for our ride. We got to Costco Bloomfield Location that morning. She did not get a buggy. I said, "Oh no, you are going to fill up my cart. Get your own." This was not our first rodeo. She is the type of person that if she wants it she gets it, period. We took our sweet time to shop every single aisle. That is the way I shop, I don't want to miss anything. We made a bathroom run and headed for the register. We were in line, and HERE comes this LADY with a SCAN gun. My card is black and says EXECUTIVE MEMBER. She said she wanted to scan my card to upgrade me to executive membership. IT ALREADY SAID EXECUTIVE MEMBER ON IT!!!! She scanned my card and walked away. I watched her, and she did not scan anyone else as far as my eyes could see. It was crowed money flowing into Costco, so fluently. I spent $119, and my neighbor spent $450. That is why I told her to get her own cart. My cashier was very professional and kind. I informed her that I wanted to speak to a manager after being humiliated in front of all of the store. I spoke to a woman manager who tried to explain away this racial profiling. I told her that I wanted my name off of whatever list that I was added to after the woman scanned my card. She informed me that it automatically goes away. They assumed that I was someone that I wasn't. I am a human being. I am not a thief, I work hard for my money. My neighbor is a retired postal worker of 45 years, and we did not deserve to be treated in this way. Especially by flawed humans with no real discernment. This situation bothered me all night. That is why I am doing this review on Costco's...