Costco Wholesale — Local services in Lantana

I have been shopping at Costco almost weekly after purchasing my Executive Membership in February. I mostly shop at the Lantana or Royal Palm Beach warehouse. Today was the FIRST time we have had a horrible experience and it was with ONE associate and her name is ELLE. During this pandemic this is the FIRST TIME someone has treated me and my 13 year old daughter terrible. “Which my daughter has only been out of the house a hand full of times.” While shopping in the meat department my daughter had her mask pulled down while she was taking a drink, Elle looked at her and sternly told her to put her mask on which she did and said sorry, I turned around and told Elle she has been wearing her mask she took a drink and had to pull the mask down to take a drink. Elle proceeded to get nasty with me and told me I was not wearing my mask properly because it was not over my nose which I proceeded to tell her I can not wear my mask over my nose because I have major anxiety and I pull it down off my nose often to help me breathe she proceeded to carry on and I told her to mind her own business and I started to walk away and she shouted at me and my family that I should not be shopping and go home. I walked away and headed over to a supervisor. While walking through the store up to customer service counter I notice multiple customers with their masks under there noses plus many associates including a man at the Cellphone counter, the lady cashier, a man at the customer service counter and a lady walking around the store fixing the clothes. Once I spoke to the supervisor she said she would speak to Elle and explain to her that was not the way you speak to a customer. Looks like the little talk did not work my husband was walking out the store with cart full of stuff and stopped to get the receipt checked and Elle was up there talking about what had happened and was not speaking nicely about me and my daughter and my husband told her that was his wife and daughter and she said no it wasn’t and he said it was and that was not what happened and she started arguing with him when he was telling her how unprofessional she was and clearly has not learnt her lesson. I walked over and told her she was by worse the worst customer service person I have ever dealt with during this terrible pandemic we are currently dealing with. Someone contacted the manager Tony and he came out and spoke to my husband and I and explained to him exactly what had happened and could not believe on our way out of the store she had to deal with her again. He apologized to my family for the way we were treated and was completely understanding. I have actually been very happy with Costco during this pandemic all the associates have been working and making sure everyone feels safe and cleaning all surfaces once someone uses something and has made me feel comfortable shopping there until today. One person ruined it. Someone needs to send Elle back to customer service training and also she needs to learn how to approach people properly when there...

Went to this Costco to return a jewelry item. While waiting an employee whose name starts with D. complained to a whyte customer because a black customer returned an item and left the Cart at customer service area. I approached her, and handed her the item I am returning, she said “do you have a receipt” I said it’s in the Box, Then I asked her “if I didn’t have the receipt would you still be able to look up the receipt in your computer”? I asked because I wondered if Costco had changed their policy….because I have never been asked for a receipt at any other Costco before, even when I have one, sometimes they do not even take it. So she said “yes, she can still look up the receipt but membership numbers change, so a receipt is needed then. I have never changed my membership number! Then she said “It’s not about you”! I was in shock when she said IT’S NOT ABOUT YOU! So I kept quiet because I did not know how to respond. As a woman over sixty years old I have enough wisdom to avoid conflict! Again I brought the receipt in the original package and having to deal with someone who is looking for issues that does not exist, being antagonistic towards me for simply asking a question, because I just wanted to know if there was a policy change, in a very changing world; I realize this is a reflection of her not me. I felt and still feel insulted, disrespected, and I could not express how I felt then because I have learned to think before I speak and not get emotions involved. I thought about leaving a note at the suggestion box. Then I changed my mind and was about to leave when I saw her complaining to the manager about me, she couldn’t even wait until I leave. So I ask the customer service manager to speak with her. This woman whose name starts with D complained to the manager about me as though I am a child, stating that I got upset because she asked me for a receipt, which is simply untrue, But she never mentioned she insulted me. So I am not even allowed to keep quiet and process my feelings when an employee insulted me. She is highly unprofessional; impulsive and lack discretion. I want to thank the customer service manager very much for her courtesy, respect and professionalism towards me. And I also want to thank a short whyte gentleman at customer service who helped me once before, he was very professional an excellent representation of the Costco brand. I pray this lady learn that she needs to stop looking for issues that do not exist, but look for ways to resolve issues if one do arise. I am confident she was deliberately looking for ways to not help me, I discern that about her. But I had everything in order. I tried very hard to maintain my self respect dealing with her micro aggressions, and I hope she never talk down to anyone else in such manner. And she should never speak poorly of a customer in front of another...

I’ve been a loyal Costco member for years and typically enjoy my shopping experience—but this visit was unacceptable, and I feel compelled to speak up.

Let’s start with the basics: yes, the parking lot was chaotic (as usual), but that’s par for the course at most warehouse stores. My real issue occurred inside.

I scanned in at the entrance, as I always do. At every other Costco I’ve visited, scanning at the door suffices—I’ve never been asked to scan again at the register. However, the cashier, Carlos, demanded to scan my card again, which would’ve been fine if he had asked respectfully. Instead, he barked at me with an unprofessional tone, then grabbed my membership card directly out of my hand—completely unprovoked and unnecessary.

I said nothing at first, assuming he was having a bad day and wanting to give him grace. But the situation escalated when he tried to enforce a payment rule that doesn’t exist. Carlos flat-out told me I couldn’t use my payment card—something I’ve done countless times at Costco with no issue. When I asked for a supervisor, it was quickly confirmed I was right, and the payment was valid.

To make matters worse, another associate working at the register confirmed Carlos often enforces “his own rules” at his discretion. That is absolutely unacceptable. No customer should have to guess whether Costco’s official policies apply depending on who is scanning their items.

I didn’t raise my voice. I didn’t make a scene. But I walked out of there frustrated and disappointed—not only at Carlos’ behavior, but at the fact that he’s been allowed to conduct himself like this unchecked.

Costco corporate: please address this. Customers shouldn’t have to deal with power-tripping employees who violate policy and handle members disrespectfully. This location is not worth the trouble. If you want to avoid this kind of treatment, drive the extra distance to the Boca store—it’s worth your time and...