Costco Wholesale — Local services in Chino Hills

I went to this particular Costco (store # 473) tire store to buy tires today. First I was told that I need to make an appointment to install the tires which I had no objections. Then I was told that even though they have the tires in their inventory, if I want to buy the tires, I have to take the tires with me and bring them back to have it installed at a later time otherwise it will “mess up their inventory count on their floor and their computer number of their tires will not match the number of their tires on their floor”. When I told them that I physically can not carry four 20” SUV tires out of the store and bring it back at a later time, I was told I need to go home, buy the tires online and then make an appointment otherwise because of their inventory policy they can not sell me the tires. When I objected how absurd this policy was, I was told I was being disrespectful and the store manager had to get involved in the discussion. The first manager, although polite, after hearing my complaint that I can’t buy tires online or carry the tires, agreed to get a higher manager involved because she was not familiar with tire store policies but reminded me “that Costco does not have to sell tires”! I guess she was politely telling me to go some place else. The second higher manager, after speaking with his staff, came back to me and after apologizing told me that he was not aware of the tire operations policy. However, I can buy the tires and have it installed later today. I did thank him for resolving the issue and asked him if this was a new Costco policy that tires can only be purchased on-line because their staff can not physically keep track of their inventory. He said he needs to investigate it. Although I purchased the tires and the tires were installed, I did call Costco’s headquarters and was told to contact the Regional LA office to find out if this was a regional or individual store policy because it was definitely not Costco’s national policy. Needless to say, I am still waiting to hear from the VP at LA Regional office that I left a message with after I was transferred to his voicemail by the person who answered my call. I have been a loyal Costco customer for a very long time and have purchased tires for my five cars from Costco as long as I can remember. I still think it is ridiculous that Costco is forcing its customers to purchase and take home tires because of inventory issues. Honestly, what difference does it make if you buy tires at the store or online? The inventory program will still show that tires were sold and subtract it from available inventory regardless of the number of tires on the floor. Perhaps proper training of staff is a better solution than forcing the customer to carry tires out of the store or purchasing the...

They are rebuilding the whole facade of the building and the parking lot and have decided to remain open during construction. Getting in and out of the parking lot is now a struggle, and when you find a space it’s likely to be near a pile of construction debris. Then comes the long walk along a dusty path lined with chain link fences and plastic barriers. There are no proper areas to keep the shopping carts, so ad hoc corrals have been jury rigged with traffic delineator posts and tape! These aren’t very secure and I saw a cart deposited in one that was stretching the tape and causing the posts to almost fall over, coming perilously close to someone’s car door. Talk about Mickey Mouse solutions! They could have used plastic jersey barriers for this purpose but perhaps the managers are too cheap. I wonder if any cars have been dented due to their negligence.

The entrance of the building is now tiny, cramped, crowded, and filthy, with the food service counter crammed in next to it. There is nowhere to sit for the food court and construction dust is everywhere. Hordes of shoppers rush in and out through the dingy openings, and another plastic post and tape rig marks the return line.

The food court is even more disgusting than before. The soda machine is out of ice half the time, and the condiment area is a total free for all. For some reason, the digital membership cards cannot be used at the newfangled food court ordering kiosks. Why? The quality of service at Costco, just like quality of life in general, is dying a death of a thousand cuts. It’s the little things! Are the managers listening?

By the way, Costco doesn’t allow membership cards or seemingly even the Citi Visa cards to be added to Apple Wallet. I guess they’re wanting people to use their lousy app instead of a convenient solution. Or maybe they’re paranoid about card sharing. That would explain the new entrance, where instead of checking your card the employees have you scan your card on a little reader on a stainless steel table, in a cramped corridor lined with chain link fencing and a concrete wall. Truly a dystopian vision. And that’s just to get into the place!

Once inside, the typical mob scene presents itself. Areas of the store are closed off with plastic sheeting. There are fewer plastic bag dispensers in the meat area. I had to walk 50 feet to get a bag. Many things have been moved.

The cashier failed to scan all items and I had to visit the manager. On a previous visit they double scanned an item and I had to visit the manager. I now check the receipts myself with a pen!

Overall I am disappointed in myself, for not sticking to my previous vow to never come back here (see food court review). On the bright side, the gas station has...

Had a poor experience w the cashier Mark G. My husband presented his membership card, he scanned the items, and gave us the total. When I entered my debit he made a dramatic gesture telling me that I cannot pay because I am not the member. I have never had that happen at any Costco asking who was paying or telling me I can't pay. I told him I have a membership card but I left it at home. 3 times he threatened me "are you sure? I'm going to check." 3 times. I told him he can go check, I have membership but after the third time he slapped his hand as if he is disciplining a child and said "okay this time I will do it for you BUT next time.. I'm checking." WHAT NEXT TIME? Next time I'lll go to a different Costco rather than deal with you. He said the policy has changed and he gets audited the next day. First don't insult my intelligence. It's a debit card. Regardless of the form of payment, how is it possible? And where was the disclaimer posted when they let you in for showing your membership card THAT THE PERSONS NAME ON THE CARD MUST MATCH THE PAYMENT? and secondly, come on. Focus on that line Mark. The lines are all backed up and you want be to Costco FBI right now? If the policy did change, they should inform members and he could have asked in a better manner. With his dramatics in the beginning I thought I won a raffle or something. Anyway, I emailed Costco head quarters and they were great. They replied right away letting me know someone will contact me. And they did just a few minutes ago. Asst Mgr Vince gave me a courtesy call telling me he is sorry for the bad experience. I could have wrote this review yesterday but I didn't because I wanted to give management a chance to at least let me speak and tell them what happened. Our conversation lasted 1 minute with only him speaking quickly like he is in a hurry. I didn't get a word in. When people have a poor experience they just want to be heard, that's it. Maybe he was too busy to listen but complaints only become louder. So hello Yelp, hear me roar. Places like this enables their employees to give poor customer service because let's be real.. it's not like I will NEVER go to a Costco again. Realistically the only person that will suffer is me cause I love Costco but it gives the company a bad name. Hey Costco Employees - you are the face of the company....