Costco Wholesale — Local services in Gaithersburg

I’m reaching out to bring to your attention what should have been a very simple transaction that somehow turned into a masterclass in poor customer service — all thanks to your team’s sheer dedication to making a straightforward situation unnecessarily difficult.

When I grabbed a bag of cheese from the shelf, they were individually placed — no tape, no signage, nothing to indicate they should come as a pair. Naturally, I assumed they were sold individually, as any reasonable person would.

It was only when I reached the cashier that I was enlightened to the fact that they’re sold in pairs and was asked to go retrieve another. Fine. I walked all the way to the back of the store to get another, only to find once again, they were individually stocked. Apparently, the person responsible for stocking that section was under the impression that customers enjoy scavenger hunts.

When I returned to the front, I asked where my original bag of cheese had gone, since it had mysteriously vanished. This simple question — one would think — wouldn’t be so hard to answer. But then David appeared.

Now, let me take a moment to acknowledge David's impressive tenure. Since 1994, no less. Thirty-one years at Costco. An achievement worthy of admiration. One would assume that three decades of experience would come with a certain level of customer service skill. Regrettably, that assumption would be very wrong.

Instead of offering help, David chose to question me in a tone dripping with condescension. Thank you, David. Your ability to repeat what the cashier already told me was truly enlightening. My response was clear: “I don’t need your smart responses.”

But rather than de-escalating the situation, David seemed determined to play hero — or perhaps hall monitor — by inserting himself further, raising his voice, and belittling me in front of other customers and employees. All of this over a bag of cheese. Remarkable.

Let me be very clear: this wasn’t about cheese anymore. This was about the sheer lack of professionalism, the need to get the last word, and an apparent superiority complex that has clearly been brewing since, well, 1994.

All it would’ve taken was a simple, “Sorry for the confusion, sir. Here’s the other bag. Have a nice day.” End of story. But instead, I was treated to a performance of unnecessary rudeness and arrogance.

As a paying Costco member, I’m fully aware that my purchases support this store, its staff, and its operations. I shop here to support union jobs and the working class. However, supporting unions doesn't mean supporting bad attitudes, entitlement, or poor customer service.

The main issue here is simple: I’m exhausted from paying for service and memberships, and most of all, exhausted from paying for the privilege of being treated with disdain.

When I walk into a place like Costco — where I’m literally paying for the right to shop — I’m not asking for anyone to roll out a red carpet or wipe my shoes. What I am expecting is a bare minimum level of professionalism and human decency. Apparently, that’s asking too much.

Instead, what we get is the delightful experience of dealing with rude, disinterested, and frankly, ill-mannered employees who act as if acknowledging a customer is some sort of personal inconvenience. The dismissive eye-rolls, the audible teeth-sucking, the refusal to even make eye contact. It’s truly a masterclass in how not to represent a brand people actually pay to support.

Costco positions itself as a premium membership-based retailer. It operates like a country club, one where we pay for access. The difference is, at least at a real country club, members are treated like they belong. Here, customers are treated like an interruption.

There’s no of gratitude, no effort to pretend the paying customer matters. Just an ongoing display of attitudes, unprofessional behavior, and a lack of basic courtesy.

If I wanted to be treated like a nuisance, I’d stand in line at the DMV for free. But unlike the DMV, I’m choosing to spend my money here. The least Costco could do is act...

If you have never been here, be warned that parking is an absolute nightmare. They have a dedicated policeman to direct traffic into and out of the parking plaza. That should have been a sign to tell us to run the other way as soon as possible. Unfortunately we were in need of a Costco trip, so we headed on bravely. What awaited us in the parking lot was tons of people flooding in and out of the already narrow entryway, making it difficult for cars to get past the initial hurdle of making it into parking. Once you are able to catch a gap in the stampede, you then have to fight tooth and nail AND claw for any and all available parking. Be prepared for long lines of cars waiting and honking each other while pedestrian mill around you. If you are a novice driver I would not advice you to enter here. There be bad drivers here. Rage is plentiful as well. It's hard to tell you which is worse, the open parking under the sky or covered parking in the dark structure. One thing I'm sure of is that once you are in the structure, you are committed. Because lines of cars in front of you and behind you will make doubly sure you are trapped in there for better or worse, until you find parking or snake out the back exit angry and depressed. You know how Costco doesn't give bags? It's a fact we all know but when you're waiting for a lone dad to load a cart full of goods worthy of five kids plus extended family into his small SUV, you are in for a long wait. Oh don't forget, he also has to run the cart back to the cart return. Let's hope he doesn't get run over in this underworld of despair.

If you make it into the store alive, it's just what any other Costco looks like. I actually appreciated the setup. My usual Costco has it set up so that I'm always getting my produce first before the rest of the miscellaneous utility items, which guarantees that my fruits and foods are in danger of being crushed without adequate planning. In this Costco, the setup is such that I can get my heavy olive oil, foil, saran wrap, dish washer pods, and other heavy box like items first, building a solid foundation of goods in my cart before I get to the softer food items. Fantastic layout. We also noticed that there seems to be more tech gadgetry and other items here, which was nice to see. Though it is lacking in some of the other goods we have come to expect, but I guess it isn't uncommon to see different branches with different inventory.

I'm giving this place a three star rating because the parking experience was truly torturous. However there were some redeeming qualities as well. To me it is not worth it and I'm never coming...

"BEWARE" OF SOLOMON THE ENTRANCE GREETER I have never felt so offended and treated like a thief in my entire life.

As a Costco Executive member for over 20 years, today marked the absolute worst experience I have ever had at Costco. Solomon made me feel discriminated against and like a petty thief.

I visited the standalone Savvy Cie Jewels section today to purchase jewelry for my wife as a Mother's Day gift. After selecting the items, I received a ticket to take to the cashier to be paid for. I proceeded to pay for the jewelry along with three other items. Cashier said I have to go back to pick up my paid items so I did. I exited the store, and returned to collect my purchased items.

As I re-entered, Solomon the greeter hesitantly ask me what am I doing? I explained, I came back to pick up my paid items he unpolitely told me to placed my shopping cart at the entrance which I did. Being very bothered by his attitude, I proceeded to pick up my purchased Savvy Jewelry.After picking up my items I headed towards the exit to retrieve my shopping cart, Solomon questioned my actions again(I felt a little harassed). I patiently reiterated, that I was simply there to collect the jewelry I had already paid for. To support my explanation, I displayed my receipts and the two purple jewelry bags, which are only given to customers who have shown their paid receipts to Savvy representatives. He insisted on seeing my receipt again. I showed him my paid receipts. Despite presenting my receipts and the two purple bags containing my merchandise, Solomon continued to detain me, causing me to be late for an appointment.

He insisted on searching my bags multiple times, causing a further delay and more frustration. Even after I requested to leave due to my appointment, he refused, stating he was just doing his job.

I felt extremely unjustly treated and discriminated against. Solomon's behavior was unacceptable, especially considering him detaining me for such a long time. I have never experienced such disrespect and disappointment at Costco before.

Solomon's lack of customer service skills, rudeness, discriminative and not paying attention to details on my receipts were evident. He urgently needs retraining. I hope management take the necessary actions on Solomon poor service skills so that this awful experience wont happen again to another customer. If it weren't for my 20 years of membership, I would never return to Costco after...