Costco Wholesale — Local services in Centerville

Tires. We had an absolutely terrible experience trying to purchase tires from Costco. It was a two month affair and in the end, they refused (yes, refused) to install the tires they had just sold us. The only reason I'm not giving this a one star instead of two is that everyone there remained courteous and professional throughout the exchange.

We have a Jeep Wrangler that we purchased new, with the smallest rim (16")/tires that came stock (it was all they had on the lot at the time). Fast forward to the present and we wanted to upgrade our wheels to something other than the "mail truck" look. We checked around and found another Wrangler owner who had just customized his Wrangler wheels to something insane, and sold us his stock Jeep 18" rims. We told all of this to the first two attendants that helped us and they didn't have a problem with it.

After hunting around for a few days, the tire attendant who had been helping us finally found a set of four all-terrain tires that would fit our new rims. Great! We ordered them on the spot. We had five rims (one was the spare), but seeing how the tires he was ordering for us were the exact same size as the stock tire that was still on the fifth rim, we went with the four; knowing that the fifth one would only be used in emergency, and set up an installation appointment.

On the day of the appointment, we drop off the Jeep, with the new rims in the back, and they say it will be ready in an hour. A half hour later they call and say they won't install the new tires. I asked why and they tell me it is because the new tires are larger than the ones we currently have on the Jeep (well, yeah... that's the whole reason we're doing it; to put larger tires on the Jeep). He tells me that Costco has a policy that they will not go more than +/- 3% of the size of the existing tires. I explain that the new rims are an existing stock Wrangler size (the "Jeep" emblem on them should have given it away). It doesn't matter, they're bigger than 3%. I explain that the tire size is the exact same size that was on the rims to begin with. It doesn't matter, they are bigger than 3%. I explain that the Jeep Wrangler comes with a host of different stock wheel sizes, and the new ones are one of them. It doesn't matter, they are bigger than 3%.

So, because we could only get the small wheel size when we purchased the Jeep, Costco refuses to install tires on it, even though it is a stock size. Bureaucracy at it's finest. Don't try to use common sense. Don't try to use reasoning. Don't consider that the vehicle is meant to have different size wheels on it. Just follow the policy and you won't get in trouble. We purchased a Costco membership for the specific reason of buying these tires. It is a mistake we won't repeat.

If you are considering purchasing tires, go across the street to Tire Discounters. They are just about the same price and they will definitely understand customer service much better than...

2/28 UPDATE: Changing to 1 star until next visit. We will see if it changes my mind.

YESTERDAY, As we were in line, a ladies husband went beyond the line to where the food is. She then took the cart to go back to shopping. Our cashier stopped her to berate her. It was because they had went past the register before paying. Then why have food and restrooms in that location? The lady didn't speak English very well and was so confused. They only had 1 item. The cashier, De* didn't stop there. She followed her, berated her some more. She wasn't stealing, calm down. De* then harassed her husband.

She then checked out the ladies in front of us. They had 2 orders. 1 for a fundraiser, the other a personal order. Although there were 2 ladies, only one was paying, with one card. She then questioned them, and told them if both were shopping, and the other didn't have a membership, she had to pay cash. No De*, she would have to pay non member prices. She wasn't even shopping, just physically helping her friend get her stuff and the fundraiser stuff.

Now it's our turn. She sees the lady that she first harassed, chased her down and berated her AGAIN. Then made us wait, while she forced her to purchase her 1 item. She was trying to shop! So We said," yeah check her out if it'll make you leave that poor woman alone" She literally wasn't doing anything wrong. She was intimidated by the big store and the harassment of the cashier.

The bagger said nothing to De*. Why, because the lady was foreign so that made it ok. They were laughing about it, shaking her head, rolling her eyes. Y'all's racism is showing! She is telling the bagger, the ladies in front of us, as well as us all about the foreign lady. Tell the other employee, discreetly. At your age, you should know better.

So anyway, she checks us out, asked my daughter for her license after she showed her the membership. She then tells my daughter to go get her picture taken. My daughter informed her she will not, it's never been a problem before. De* then says, "then honey, the other employees haven't been doing their jobs". Um, no "Honey" you're taking yours too serious. She was the worst! I was clearly annoyed and don't do unprofessionalism. I politely expressed that. I told someone on my way out.

They said many people have complained about her. She expressed she would take care of it. She seemed angry, so hopefully she did. I don't try to get people fired, but retrained. You're in customer service. Do your job. We'll see if next visit goes better. People go there to shop, not to be berated, harassed, and treated like idiots. It's a store De*, calm down. You're not a cop, you're a cashier. 🤷🏻‍♀️🙄

So far so good. I enjoy shopping there. Good variety of stuff. Most prices are good....

Overall, we love going to Costco and usually find the customer service to be excellent. Unfortunately, there is one employee, Shannon, who I feel should not be in any time dealing with customers. I’ve had multiple negative interactions with her, the most recent just a couple weeks ago.

When I scanned my membership card at the entrance, she stopped me because my husband’s photo appeared on her screen. I had accidentally grabbed his card instead of mine. While I completely understand the need to verify membership, her approach was unnecessarily curt and dismissive. She asked sharply if my husband was with me, and when I explained the mix-up, she repeated several times (with clear impatience) that memberships are non-transferable and that I would need to go to customer service before entering.

My mother, who was with me, began looking for her own card, but Shannon continued to repeat herself in the same rude manner, even toward my mom. The situation could have been easily resolved if she had simply asked if I had the Costco app to scan (which I do) but instead, the interaction felt hostile and unwelcoming. I was so thrown off about her behavior that I didn't think about the app option until later.

Eventually, my mom found her card and we were allowed in, but I left the encounter feeling frustrated and disrespected. This was not the first time I’ve had a poor experience with Shannon, which is why I remember her name. Costco is usually wonderful, but I truly believe Shannon’s attitude does not reflect the excellent customer service that keeps members coming back.

I should also add that twice now, I have checked my receipt myself once I left to find they had double charged me for an item. The receipt checker did not catch it either time, even though they tell you the reason they check the receipts it to make sure we weren't charged for extra items. The only time the receipt checker caught something was when it was the other way around - an item hadn't been scanned. Hopefully they can do better with finding items...