Costco Wholesale — Local services in La Quinta

This morning, I placed an order through my Costco app, selecting the La Quinta warehouse since I live nearby. Later in the day, I started receiving notifications that my order had been delivered, but when I checked, there was nothing. I asked my wife to review our security camera footage, but there was no sign of any delivery.

Since I couldn’t reply to the text messages Costco sent me, nor did the provided link seem to be from Costco; I decided to stop by the store after work to clarify the situation. Once there, they called the manager, and I explained everything again. I was frustrated but understood that I needed to go over the details with him to make him aware of the issue.

As I walked with the manager, his response was dismissive. He simply handed me a phone number and said, “This isn’t with us. Call them.” I felt completely unsupported. I explained that I needed my items and would call the number from inside the store, I really wanted to get a solution today . At that point, he asked me, “What did you buy?” I responded, “Eggs.” He laughed and said, “Good luck with that!” before walking away.

His sarcasm and lack of empathy were frustrating. As a manager, his role should be to support customers, not dismiss them with arrogance. To make matters worse, the number he provided was unavailable, meaning I now have to wait until tomorrow to even see if I’ll receive the items I already paid for.

While I know this experience doesn’t reflect Costco as a whole; I’ve always had great service there, it was disappointing to encounter this level of indifference, especially from someone in a leadership position. I hope someone follows up because no customer should be treated this way.

Reflection on Lack of Empathy in Customer Service

This experience highlights a major issue in customer service: a lack of empathy. When customers encounter problems, they don’t just need solutions—they need to feel heard and supported. A dismissive attitude, sarcastic remarks, and a refusal to engage meaningfully only worsen the situation, leading to frustration and dissatisfaction.

A great customer service representative, especially a manager, should demonstrate patience, active listening, and a genuine effort to help. Even if the issue is beyond their direct control, they should provide guidance in a way that reassures the customer rather than making them feel like an inconvenience.

Empathy is at the heart of good customer service. It’s not just about fixing a problem, it’s about acknowledging the customer’s frustration, showing understanding, and making them feel valued. When employees fail to do this, they don’t just lose a sale; they damage the trust and reputation of...

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