Costco Wholesale — Local services in Lorton

Terrible experience. First, I bought 2 tires in person. They stated the tires will be shipped to them in 3 days and I will receive a phone call to let me know once the tires arrived.

I was in standby for 5 days, never received a phone call so I called them and was told my tires were there. I scheduled my appointment for the next day. They only had 5:00 pm available so I had to take that time.

I showed up the next day at 4:00 pm. 1 hour earlier. The guy at the service desk who assisted me was very rude. He was not yelling at me however the way he was treating me was very unpleasant and made me feel very uncomfortable. I stated I was dropping off my car for installation. He looked at me and said “did you receive a phone call or a text message for pick up?”. I repeated to him very nice and calm “I’m not picking up, I’m dropping off my car”. Then he said “well then I need to clean my ears”. I don’t think that was funny at all, especially be side he wasn’t even smiling when he said that. He said it with a tone. After asking for my information, he looked in the system and said “why are you here so early if your appointment is at 5:00 pm?”. I told him I was in the area and decided to just take care of it because I was already there.

Additionally, I am not sure why an appointment is needed if they still give you a number (regardless of having an appointment). It makes no sense! They take care of a lot of walk ins. So they will just take care of your car depending on the number they assign to you upon your arrival.

After waiting a long time, I finally received a phone call from a technician stating “we can’t take care of your car”. I said “what do you mean? His response was that my car was there for tires rotation and I actually needed to replace 2 tires, so I needed to buy the tires and come back a different day. I told him that I did buy the tires and my car was there for installation not for tires rotation. My car’s dealership takes care of the maintenance and my tires rotation as well. That’s not what I needed. Per the technician, the person who assisted me at the front desk, created a ticket for my car for tires rotation, not installation. The technician was able to look in the system that I did buy the tires and he then he said he will take care of my car.

The entire process took almost 3 hours. It’s ridiculous to have an appointment and wait 3 hours for them to change 2 tires. It is unacceptable to have an appointment when they actually service customers based on “numbers” they assign to each person upon arrival.

The whole process is frustrating and extremely slow. Additionally, the rude guy at the front desk who believes he owns the place and can talk to customers however he wants.

Something else I noticed is that when the front desk receives phone calls from customers, they use the speaker phone, so everybody in the room can listen to the entire conversation, how much they are charging them, the customer’s response, etc. No privacy at all for other customers business.

Totally unprofessional.

If you need to buy tires and install them, please avoid Costco 7373 Boston Blvd, Springfield VA

Unprofessional customer service and you will wait forever for your car, even if it’s just to change 1 tire.

Very disappointed, specially by the way I was treated by the front desk guy, his comments and preparing the wrong...

On 09/09/2025 I had an appointment for my vehicle to have the tires rotation and balance at the Newington, Springfield, Virginia Costco store's Tires Dept. Upon checked in at 12:15 PM, there was no problem, I was told it's about 2 hours so I went inside the store to do some shopping while waiting. Got the text message at 13:51 PM that the vehicle is ready, I went to check out, got the key then went out the parking area that reserved for servicing vehicles but my vehicle wasn't there, looked around there were plenty of empty parking spaces around the designated area for serviced vehicles, still nothing?! I then venture out further to look around with my kids helped me pushing the cart around to find my vehicle which was supposed to be in the reserved parking area for serviced vehicles. Finally, I found it was parked on the path of traffic where customers drive in-out of the parking lot right next to the FIRE LANE-NO PARKING sign-post??! I was very upset to say the least. My thought was why anyone would park my vehicle not in the designated parking for serviced vehicles or any other empty parking spaces around there but right by the FIRE LANE - NO PARKING sign-post that sat right on the flow of traffic in-out of the parking lot let alone this was done by the Tires Dept. employee? Did not want to go inside to make the scene at the Tires Dept. front desk as I figured there were only 2 salespersons with long line of waiting customers and perhaps, it would not go anywhere as they were busy at the time, so instead, I went home, wrote a FEEDBACK on Costco's website and posted a details on what I was just experienced here with the pictures I took on Costco's FB page. The next day, I got a call from Tom Gause, identified as the Store Manager, who said he apologized for the inconvenience but it was a mistake as they were doing a courtesy gesture for another customer's vehicle but took the wrong vehicle. As I saw how busy they were with long line of customers waiting, technicians worked in all the bays, when did you see anyone have a courtesy that way of parking your vehicle right by the FIRE LANE-NO PARKING sign-post?! I don't buy Mr. Tom Gause's reason for it as I pressed him about the logic of this incident as liability of potential damage to my vehicle as other customers had to drive around my vehicle to get in-out of the parking lot or my vehicle would be ticketed or towed by the Fire Dept./Police, but Tom said they could not ticket my vehicle as this is a private parking lot?! So why the FIRE LANE-NO PARKING sign-post is there to begin with?! Now on the Costco's FB page where I posted the details of this incident and pictures, it's nowhere found, perhaps, Costco had delete it as it would give a negative view about Costco as a company and this Costco store in particular. I have no idea why this happened to me, but I think this is a deliberated act toward me as I am a minority person perhaps or it's a normal practice of the Tires Dept. employees here and I just happened to be a random selection for this kind of behavior. I totally did not buy into Mr. Tom's explanation of why it was happened, so be warned if you think about bringing your vehicle to be serviced at this Costco's Tires Dept. I have a Business Membership with Costco and I don't think I would buy any tires here anymore...

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