Costco Wholesale — Local services in Cherry Hill Township

Disappointing Customer Service Experience at Costco Cherry Hill

As a loyal customer who frequents Costco Cherry Hill weekly, my recent experience with their customer service left me utterly disappointed and disrespected. It happened during a late-night shopping trip when I was one of the last customers in the store. Tired and worn out from a long day, I attempted to use the self-checkout for two separate transactions, intending to pay with different credit cards. Little did I know that this simple task would turn into a frustrating ordeal.

In my fatigue, I mistakenly used the wrong credit card for one of the transactions at the self-checkout. Realizing the error, I approached the nearby customer service desk for assistance. The customer service representative at the desk seemed visibly unhappy, most likely because she was about to leave her shift. Nevertheless, she reluctantly took out the credit card machine and asked me which card I wanted the refund on. I pointed out the incorrect card used for the transaction, and she proceeded to process the refund on the "right" credit card.

However, it quickly became evident that she had made a mistake, as the screen displayed a "refund" instead of a "sale." I tried to explain the situation to her, but she seemed unwilling to listen and called over a manager-like figure to resolve the issue. As the customer service representative failed to provide a clear explanation, I attempted to explain the situation to the manager-like lady myself.

Unfortunately, my attempts to clarify the matter were met with an unwarranted interruption. The manager-like lady told me to stop talking, seemingly annoyed by my efforts to communicate. Respectfully, I complied and listened to them attentively. To my surprise, she repeated her command to stop talking, even though I had not uttered a word after the initial interruption. Perplexed, I asked her why she was instructing me to stop talking when I had been silent all along.

In response, she shifted the blame onto me, accusing me of giving attitude because of my self-checkout mistake. I was rendered speechless by her accusation, as I had not displayed any disrespectful behavior. My volume might have unintentionally increased due to exhaustion, but I certainly did not give her any attitude. It was frustrating to be blamed for the customer service representative's error.

In the end, I left the store feeling disappointed and disheartened. As a loyal customer, I expected better treatment and understanding from the Costco Cherry Hill staff. Instead, I encountered unhelpful and unsympathetic customer service, which left a sour taste in my mouth. What I truly need now is a sincere apology from the manager-like lady, acknowledging the mishandling of the situation and the unnecessary blame placed upon me. It is disheartening to see such a lack of professionalism and empathy in a store I have trusted and patronized regularly.

I genuinely believe that customers deserve to be treated with respect and understanding, especially when they encounter difficulties while shopping. Unfortunately, this experience has made me question whether I can continue to rely on Costco Cherry Hill for exceptional customer service...

My experience at Costco had been mostly positive, except today. I was with my elderly mother and while lining up, I was pulling out my cards and my mom was trying to help the cashier by putting the grocery items on the conveyor belt. The cashier, who is an African-American, named Michelle, started YELLING and rolling her eyes:”use both of your hands! Use both of your hands!” at my elderly mother, as if she was a servant. Michelle’s behavior made me concern what would have happened to my elderly mother, if I was not there to witness the situation and speak up for her. I don’t think I would have felt that Michelle was discriminating against Asian people, if I didn’t see her laughing and talking to the Caucasian couple right before us. As soon as it was our turn, she was not making any eye contact or acknowledging us and was even talking to my mother in such a degrading manner.

There was an African-American couple right behind us and they looked at each other when the incident happened, obviously shocked by what they saw. I felt the need to confront Michelle’s behavior and said:”I understand that you may be in a rush, but that was not very nice.” Michelle continued to ignore me. Then I said:” you know you were being extremely rude. What made you think you could talk to my mother like that?” She avoided eye contact and said “you are starting a fight.” Not only was Michelle being rude, she also failed to own up to what she did and blamed it on others. I know very well that defending myself and my family when being treated with disrespect is not the same as starting a fight.

In the past, I’ve encountered Michelle numerous times at Costco and when she displayed disrespectful attitudes and behaviors, I took it as “she probably had a bad day.” But talking to a customer or any human being in such a disrespectful and degrading manner is not acceptable. I can’t help feeling that Michelle was being racist towards Asian people, especially the elderly Asian adults, who do not speak English and often don’t have the ability or means to defend themselves.

It is important to note that this is not the first time that Michelle received such reviews. I have no intention of making Michelle lose her job, especially in this economy. I also know that likely, Costco would just have a conversation with her about her behavior and move on. But I still filed a formal complaint and I expect Costco to follow through. I plan to escalate this matter, if it is not being taken seriously.

The store supervisor, manager, and one of the workers tried to be supportive and apologetic and the manager promised to give me a call after processing the situation with Michelle and the management team. If Michelle continues to exhibit such discriminatory behaviors, she will be served. I will not tolerate any racist and...

I absolutely love some of the employees in this particular costco... Costco is very close to home, so it makes for easy shopping..

However... our choices are not equal to even Cherry Hill or other stores like in Florida!. Tampa or wesley chapel. Where are our chocolate truffles?, organic passion fruit juice ?, organic chicken sausage?, organic green beans, just to name a few.???????

Our store needs more samples too....great incentive to get people to purchase products that they otherwise will never even look at. For example; The pizza kits are undersold. (4 Organic/ thin crust /sauce included) Get some organic mozzarella in and set up shop. Show people how easy it is to make pizza at home with the kids.Using some of the products you have in your store, like organic mushrooms, peppers ...etc Just introduce more organic products, and please make sure that you don't use APEEL( from BILL GATES) on our FRESH produce( ORGANIC OR OTHERWISE). 41/2 STARS.. FOR THE EMPLOYEES 2 STARS ..FOR THE LACK OF CHOICE ON ORGANIC PRODUCTS! THE decision to use APEEL and NOT DISCLOSE that to your customers is unconscionable. I’m hoping that the facts concerning Costco changing their mind about appeal is true! Now let’s give a great big shout out to those at the gas station pumps. They are in the elements all day long all year long and they can’t even get tips. !! we all know that if you’re in New Jersey, you don’t pump your own gas and they are doing that for us and I myself particularly love it!! The smell of gas is horrific and it makes me nauseous and I would appreciate this kind of service ANYWHERE…. But back to the story at hand the people at “my “Costco in Mt. Laurel are OUTSTANDING …10 stars!!!! they are always polite and very efficient. I am so grateful to all of them. I will say there is a gentleman named Maxx. He has got to be the most uplifting person I have ever met at a gas station.. he is the epitome of an outstanding employee on the perspective of a customer! Kudos to him …. Anyone who interacts with him has to leave there in a better frame of mind. He’s just that pleasant. So please keep in mind the five stars above are mostly due to the fact that the gas station part is exceptional and then of course there’s the employees!!! No...