Costco Wholesale — Local services in Laguna Niguel

Today was the second time I had a rough experience with customer service at this Costco. I think the Costco itself is great, but this location has horrendous customer service specifically. I had an issue where the wrong card was used at checkout (I didn’t scan it, it hit “tap to pay” somehow through my wallet before I even took it out of the bag). It scanned a corporate card instead of my personal card. I immediately went to the service desk to reverse the transaction and refund that card, and paid with my personal… or so I thought. The whole debacle took 45 mins and the guy helping me barely listened to my explanation. It turns out he REFUNDED my personal card instead and then repurchased with that same card (???) and I didn’t find out till I was alerted by work that I had an outstanding charge. I had to drive back there today to get this fixed as I hadn’t realized this was the case a few days ago when it happened. A nice woman was helping me but I guess needed a manager or supervisor to figure out how to address this since it was a unique situation. Michelle came over to help and kept cutting me off while I was trying to explain what happened. She was huffing and puffing loudly the whole time, rolled her eyes as I was explaining the situation, and closed her eyes and shook her head at me while I was talking. At one point another supervisor was called over and Michelle was explaining to him what had happened to figure out which card needed a refund and which needed to be charged, but she was explaining incorrectly. He looked confused, so I interjected to clarify and she literally ROLLED HER EYES and gave me the DIRTIEST look. I was in shock to the point I stopped speaking mid sentence and just stared back in disbelief. She snapped at me saying the “card number doesn't matter” when I was simply trying to show which card was which because they clearly were confused. At that point I just let her go on and the other supervisor took over. She sheepishly gave a “sorry I was just trying to tell you the card number didn’t matter” after it was clear I was disgusted with her behavior and the other supervisor was being much more professional towards me. Literally who rolls their eyes and is that outright rude to customers?? Incredibly unprofessional coming from a manager or supervisor especially working in customer service. One of the other people helping us apologized for her behavior quietly after she stepped away. And as I was leaving, a customer who was next to me at the desk had witnessed the situation said he almost jumped in to tell her off but didn’t want to embarrass me, and that he had an issue with the same employee who was very rude to his wife previously in a...

Summary: entrance lady asked me who is in the scanned card picture , me: my husband . She’s like, you need to go to membership services. Me: staring trying to understand why she asked my relationship to the person if she wasn’t gonna let me in in the first place. Her: if you don’t, I’ll call a supervisor over. Me: walking over to membership services …

Is it just me or is that a bit hostile?

I love Costco stores for their products and convenience and generally helpful employees, but not at this store. I know several people who have been mistreated here, and if you read more reviews you will pick up on the mean-spiritness of their management culture.

First of all the selection of items is fine, I found what I needed, sorta. However, there is a vibe of elitism and racism, you have to come from a different county to understand perhaps. I understand corporate changed their membership card policies but the employees at the entrance and at membership are rude and treat you like you already broke the law and came into their store illegally. The entrance lady with a hostile attitude told me she would fetch the supervisor if I didn’t immediately go to membership (I literally was just processing what she told me and was just standing there with one of our current Costco cards that she wouldn’t accept my spouses card (I had lost mine in the wildfires ) , i told her I am a member as well but obeyed and I went to membership. I got more despot-like responses from the man at the counter, I told them I’m a member as well, what in the world why would you treat a loyal customer like some criminal breaking in? No apologies, all I got was mean-spirited, petty, pouty service. Learn how to talk to customers in a helpful, human manner with kindness. It’s not my fault management can’t educate your employees about how to kindly treat your members about your new rules. What happens if I’m sick and send someone else to shop for me? What if I’m disabled , and can’t shop some days? Membership guy was clearly angry with my basic questions. I may cancel my membership altogether if the Costcos elsewhere get like this. I’ll shop somewhere else. I’ve been to Costcos in the Los Angeles area and in Europe and they are always kind with me. Whenever I needed temporary cards, they were accommodating. No more !

Time to shop at the Wal Mart next door when I’m in the area ! Or target .

P. s the guy at the check out register was super cool normal and pleasant so he is a ray of sunshine they should give...

On my way here, someone tried to turn across me threatening to run me over on my bike in the process and I yelled “Hey! Hey!” to get her attention. Then I had a peaceful lunch.

When I was done eating. the manager falsely accused me of making a threat based on my tone of voice, which was reasonably defensive in the face of potentially getting run over by a car. Yes, I am well aware of the fact that this driver did have the right-of-way and took responsibility for that failure to yield the right-of-way multiple times. He insisted, however, on appealing to the driver’s feelings — committing the appeal to emotion fallacy in so doing — in order to defend his false accusation of assault. News flash: The definition of assault is making a statement conveying a desire to physically harm someone in the future. That’s the ONLY thing that counts as assault, period. Under absolutely no circumstances does merely yelling at someone to avoid being road-killed count as assault, regardless of how much that person is triggered by the voice tone response. When I brought this fallacy up, he kept insisting that he’s not here to argue, all the while continuing to levy that accusation of assault and in so doing reasoning in circles on top of committing the appeal to emotion fallacy mentioned previously. The manager is simply too politically correct to support this...