Costco Wholesale — Local services in Boston Heights

This review is only related to the tire department as this location. This is NOT related to their member services, prices, optical, etc. Those are all exceptional!

I have consistently had BAD customer service with this location's tire department. Long wait times to speak with someone(in person and on phone), theft of my premium chrome valve stem caps, and overall curtness/rudeness from multiple members of the tire department. (I understand they are there to work on tires, not provide customer service, however, some basic customer service skills should be a given)

Here some examples of my egregious accusations: When I purchased a new set of tires a few months ago, they replaced all of my premium chrome valve stem caps, with these cheap, green, plastic stem caps. Unfortunately, I did not notice this until I was home. If they would have given me a heads up, an explanation, or anything regarding the stem cap switch, I would be fine. Maybe they lost one? Maybe they got damaged? Who knows? Accidents happen! I felt like they did not care about me because this was never mentioned. So I got screwed out of $20.00 stem caps, however, I did not call the store back after this incident because I viewed this as a hard lesson learned on my part. Next time, I'll be sure to double check this.

Recently, I went in for a tire rotation on a Monday night. I arrived shortly after 7PM. I was told that they were busy and short-staffed, so it might not be until near closing until they could even begin working on the rotation. As I was deciding if I would go forward with the rotation, the tire rep told me I could schedule a rotation for any weekday, just not on the weekends. I thought to myself, "Great! I will just schedule for a different weekday this way both of us won't have to stay here late tonight." The issue is, this tire rep failed to mention that you cannot schedule rotations past 6pm on weekdays. :( Due to my work schedule, the earliest I can make it to Costco on a weekday is 7pm. (How do I know you cannot schedule past 6pm? Keep reading to see when I find out!)

Today, I called this Costco and asked to be connected to the tire dept to schedule a rotation. The CSR transferred me there, after waiting on hold for about 3.5 minutes, the call suddenly ended. I called back, explained what just happened, and was transferred again to the tire dept. This time I was on hold for about 3 minutes, then the call suddenly ended. I called back a 3rd time, explained what happened, and this CSR apologized and said she is going to walk over and make sure someone will be there to answer my call. (again - this location has great customer service! It is the tire department that has issues...) Finally, I spoke with someone, and I asked to schedule my appointment for a Thursday at 7PM. He advised me that this is not possible because they do not schedule rotations past 6PM on weekdays. He said they only take walk-ins after 6PM. BOOM. I almost blew up when I heard this. Guess what I get to do? Go back to Costco and wait for a rotation as a "walk-in" on a different weeknight. On the Monday I went, had the tire rep mentioned they do not schedule past 6pm on weekdays, that would have been a "no-brainer" I would have waited that night and had it completed. I think this was an important piece of information to include...it's not like I showed after 6PM that night...(obvious sarcasm)

Costco has great tire prices, packages, and warranties. The price is especially great when you purchase them on sale. My issue is this location. Any future Costco Tire Installations will be done at a different location. Tires are large purchases, and I do not want this store to receive "credit" for installing them. I would rather send those sales to another location.

Everything else at this Costco ? Very exceptional! I have had no issues outside of the...

Honestly, I’m considering canceling my membership. Their one-day passes don’t allow you to shop and try things out, which is frustrating after my awful experience. After being pressured into buying a membership (and after driving over 40 minutes to get there), I finished signing up and had a two-year-old in the cart. I had to set up a password right there, so no sending a link to your email so you can do it later. They make you set it up immediately.

Okay, whatever. This store was so packed that people were cutting in line and taking up the aisle like they were the only ones there. I’m getting ahead of myself.

After I received my card for my membership and walked in line to scan my card, my two-year-old wanted to hold. Fine. I scanned my card, and the lady standing there pulled my cart towards her while my kids were in the cart. She said that my card didn’t work. I explained that I had just signed up, and she said, “Oh, that’s why it’s not working.”

Then, I said, “Next time, don’t pull at my cart with my kid in the cart, like you’re going to take the cart away from me. My kid is in the cart, and that’s not how you handle ‘your card not working.’” Mind you, nothing but my two-year-old is in the cart. There’s no need to yank or pull my cart away from me.

At this point, I should have just gone back to customer service and canceled. It was so rude! This store was packed like holiday shopping packed. The aisles were so crowded with things that it took me circling the store twice to find milk.

I’m in this store for way too long. I go to self-checkout because it was less crowded. I proceed to walk up and scan my items and put them on their scale table. A coworker comes up to me and asks if it’s okay if my son can have a sucker. I said, “Thank you. He would love that.” She handed him a sucker.

I’m continuing to scan, and she comes over with a handheld scanner and says, “Would you like me to scan your items?” I said, “No, I can scan them.” She said “Oh well. It’s our policy that we have to scan your items on the bottom.” I’m like Isn’t that why I went to self-checkout to scan my own items? But anyway, I let her, and I was looking at the computer screen when she made a comment saying I think I scanned everything. I was like, “Oh no, you forgot the coconut oil!” I paid for my food and walked over to give the lady my receipt. I handled my receipt and the comment she made, “Wow, you went to self-checkout for this.” I said, “Yeah, should I have gone somewhere else to purchase my items?” She had been reading and reviewing every single item in my cart, even though you have to put it on a scale when you purchase it. The cashier lady at self-checkout scanned my items on the bottom because it was her job to do that, but the lady seemed more interested in what was on the bottom. Didn’t make any sense to me. I had a case of water, fruit snacks, coconut oil, a lid to a container with eggs, and a few other items in a box. Why haven’t they upgraded to scanning the QR code on your receipt like Sam’s Club does, and then you just scan random things in the cart? The way I stood there, just waiting for her to review everything on the receipt to everything in my cart, I felt like I should return everything and it would have been faster.

Is there a difference between what Sam’s Club and Costco offer? Yes, there is. While there are items that cost more at Costco than at Sam’s, I’m trying to feed my family healthier food, and I’m concerned about the cost. As a result, I’m not renewing...

I was very disappointed in the caliber of customer service at this Costco. I went on Saturday 12/7 to pick up toilet paper and paper towels (and found a dog food container so I picked that up too). My total was less than $70. When the cashier, Norma, scanned my Costco card she said my membership had expired and she was going to add it to the transaction. Due to a similar situation I encountered earlier this year (see that story below) I declined to add the charge to my purchase. I had a friend shopping with me who also was a Costco member and I asked Norma if we could check out together. Norma proceeded to, very loudly and unprofessionally, pronounce that if I wasn't going to renew I was going to have to pay cash. My friend then stepped in and said "it's fine," and that she would put it on her Costco credit card. Norma, again, loudly questioned about me paying my friend back. I've had a Costco membership for quite a few years, and I currently share a membership with my sister. I was at the Mayfield Costco earlier in the summer and the cashier said the membership had expired so I paid to renew it at the checkout line, only to have my sister call in the next day to have me refunded because her automatic billing had already renewed it two months prior. I'm extremely disappointed in how I was treated because, even if I was down on my luck and couldn't afford to pay for a renewal, I didn't deserve to have the situation blown up so all the people around could hear. I was buying paper products for God's sake, not big items like a tv or anything similar. Norma was disrespectful and smug, as if she enjoyed making a scene. I stated to the young man by the check out(I can't remember the name on his name tag, but he was cleaning up the front and it said something like "Front Assistant" as a title) that Norma needed an attitude adjustment and a manager should be informed on how she's treating customers. The young man proceeded to look at the floor and half-smile, clearly not caring either. Their level of customer service is not only disheartening but extremely off-putting. I hope management acknowledges that customers shouldn't be treated how Norma decided to treat me. I would also like to clarify that I was very level-headed when I was speaking with her, and only became upset when she loudly started questioning how I was to pay my friend back. This incident spoke volumes about...