Costco Wholesale — Local services in Fontana

This review focuses on the self-checkout experience at the Fontana Costco warehouse and raises concerns regarding current policies and staff empowerment in these lanes. As a loyal Costco member, I appreciate the value and selection offered. However, my recent experiences at the self-checkout have been consistently frustrating due to a lack of clear information and adequate support. Specifically, I've encountered the following limitations without prior notification: #1 Inability to use Costco dividend certificates: Upon reaching the self-checkout, I discovered that I could not apply my Costco dividend certificate. This limitation was not communicated before I invested my time waiting in line. #2 Lack of gift card balance inquiry: There is no self-service option or assistance available at the self-checkout to check gift card balances. This should be a basic function readily accessible or clearly communicated before a member begins to wait inline #3 Insufficient staff empowerment and support: When issues arise at the self-checkout, such as the inability to use a dividend certificate or check a gift card yeebalance, team members appear unwilling or unable to provide immediate resolution. Instead, the standard response seems to be directing members to rejoin the often lengthy traditional checkout lines. This doubles the time spent checking out and creates an unacceptable inconvenience. It is unclear whether these limitations are part of a broader Costco policy or specific to this warehouse. However, the lack of empowerment and apparent unwillingness of some Fontana warehouse employees to assist customers at the self-checkout is deeply concerning. On multiple occasions, when seeking assistance or suggesting the need for clearer communication about self-checkout limitations, I have been met with indifference, including instances where team members have walked away without addressing my concerns. While I value my Costco membership and the overall benefits it provides, these negative self-checkout experiences are significantly impacting my perception of customer service at this location. Costco leadership needs to analyze these self-checkout policies and empower their team members to provide effective support within these lanes. At a minimum, enhancing staff training to enable them to resolve common self-checkout issues and ensuring clear communication regarding transaction limitations before members get in line are crucial steps. If these issues persist and the customer experience at the Fontana warehouse's self-checkout does not improve, I will be forced to reconsider my continued membership. The current approach is inefficient, frustrating, and ultimately detracts from the overall value proposition of...

Warning to Costco Fontana Customers: Vendor Misconduct and Shady Practices with Reborn Cabinets

I am sharing my experience so other consumers can be informed before trusting Costco Fontana’s endorsed vendor, Reborn Cabinets.

In 2024, my husband and I entered into a written settlement agreement with Costco regarding defective services performed by Reborn Cabinets. After the agreement was executed, Costco contradicted its obligations by instructing us to disregard their own endorsed vendor, creating confusion and undermining the settlement’s validity.

Reborn Cabinets’ workmanship was far below expected standards. Independent contractors later confirmed safety hazards, substandard materials, and questionable billing practices. More concerning, there appeared to be issues with “satisfaction agreements” or customer sign-offs allegedly submitted without proper confirmation — leaving families open to exploitation by making it appear they approved work they did not.

As a longtime Costco customer, I am deeply concerned about: Costco’s failure to uphold a signed settlement.

Reborn Cabinets’ poor craftsmanship and questionable business practices. Systemic issues in how consumers are treated when disputes arise.

For transparency, I am currently the plaintiff in an active civil case against Costco Wholesale (Collins Cook v. Costco Wholesale Corp., Case No. CIVSB2504111, San Bernardino Superior Court). This is not an isolated complaint — these issues are now part of litigation.

Costco built its reputation on trust and customer care. My experience shows serious cracks in that foundation. I urge leadership to address these practices and restore the protections customers expect.

– James Cook &...

For some reason I've never had a good experience at this location. I love Costco, but my last visit to this warehouse was today. Entirely based on customer service. My family of 5 has 2 separate Costco cards in total. I've been to about three other warehouses, with my fathers card with him not present, so I could help him purchase groceries as it is getting harder and harder for him with age. And other warehouses never said anything and we're pleased to take my money. This one I've had it happen almost every time where I am unable to purchase small necessities, water, cups, plates just for the small things around the house. They make me have to get my father from the house to come down and purchase items. Like I'm not 12, and it's not like our household isn't paying for membership their. Anyways after about an hour of entire shopping and filling up a cart, me and my girlfriend are ready to get rung up and purchase everything for the house. Then the cashier says where is the man in the picture. Told her he was at our house, and I could show her my ID for address verification. She wasn't having any of that. So I took my cards back and left them to deal with that cart full of items.

From entry to exit, the staff that works their never seems too friendly either. I don't know why. Could be because they have to put customers carts items back when the pictured member is not present. Not sure, but hopefully management can turn this around. It's not like I was trying to do anything, except give you hard earned money for goods being sold at a store.

Don't reply with "membership" rules. I know what the rules are. But that does not mean you have to be a sour puss...