Costco Wholesale — Local services in McKinney

Terrible Customer Experience at McKinney, Texas Location - Urgent Attention Required

I am writing to express my deep disappointment and frustration regarding the terrible experience I had with two of your employees at the McKinney, Texas location on Sunday, July 9th, 2023, at 6 PM. As a long-standing Costco member for over 20 years, I have experienced exceptional customer service at various Costco locations across the country. Regrettably, the McKinney store fell significantly short of meeting those expectations.

The incident occurred when I visited the store to pick up a watch that I had purchased. I approached an employee, whose name I unfortunately could not obtain as he hastily removed his vest, claimed to be off-duty, and hurried away. Another employee, who identified himself as the manager (Nith), proved to be equally unhelpful throughout the encounter.

When I inquired about the watch, I asked the first employee if it came with a battery as it was not functioning. His initial response was disheartening, as he curtly stated, "I don't know, I gave you the product you purchased." Sensing his uncooperative attitude, I requested either his assistance or for him to direct me to another employee at the watch display who could provide the necessary information. He then reluctantly contacted someone via radio, who informed us that the watch required movement or exposure to light/sunlight to function properly. Rather than conveying this information to me directly, he merely gestured towards the radio conversation as if that was an adequate response.

Additionally, I asked if the watch came with instructions, taking into account the store's closing time and the apparent rush among the employees. While standing there, I mentioned that I have worked in various customer service roles for over two decades, and his response was far from helpful or customer-oriented. As a paying member, I expect a certain level of service, but instead, he began making excuses and dismissively raised his voice, saying, "I don't need to hear this," before abruptly walking away without providing his name, despite my request.

Subsequently, I approached the self-proclaimed manager, Nith, seeking assistance. I calmly explained the issue I had encountered with the unnamed employee. However, to my astonishment, Nith responded by stating, "I can't help you, not the way you are acting," as if my justified frustration invalidated my right to receive support. His dismissive gesture and mannerisms further conveyed a lack of professionalism and a disregard for the duty of a manager.

I have never, in all my years as a Costco member, experienced such a blatant disregard for customer service. Nith's lack of preparedness or willingness to address customer concerns, along with his handling of this situation, is deeply concerning. Moreover, I have heard similar stories from several friends who have also chosen to discontinue their patronage at the McKinney store due to its poor customer service. Sadly, my experience today has validated their accounts.

Given the severity of this incident, I kindly request that someone in a position of authority addresses this matter promptly. I believe it is crucial to rectify this situation and ensure that future customers receive the high level of service Costco is known for. I hope to hear from you soon regarding the actions that will be taken to...

I’ve gone here since they opened, and so has my family and extended family. Over the years you would think their customer service would get better but it hasn’t, which is exactly why majority of my family would rather drive the distance to go to the Plano or Frisco location and some even switched to Sam’s Club! Not all but majority of the time they are rude, unfriendly, unprofessional, invalidating, inhospitable people. There are very, very, very few people that work there that actually have good customer service. Those employees deserve a raise. It’s so disappointing the way they talk and treat people of other ethnicities here. I’ve witnessed it firsthand. I truly believe it all comes down to management. I’ve personally talked to the AGM, Nadia at the Frisco location and she is so understanding and professional. As for the MANAGER, Angela, at the McKinney warehouse, I can’t say the same about her. Angela could take some lessons from Nadia. I’ve always came alongside to Costco with my mom, boyfriend or grandparents to the McKinney location and due to the way they’ve treated us over the years here, is exactly why I refused to get a Costco Membership for years myself due to the lack of customer service and the way things are done here. I finally signed up this week and IMMEDIATELY regretted my decision. Not only did Angela invalidate my opinions and concerns, she went on to look up and talk about me not shopping there the “last 4 transactions.” Like I said, I JUST personally signed up and I haven’t even shopped there by myself yet since getting the membership, BUT I have been a customer there since they opened and before the policy changed I would go with my mom. I even just went a couple of weeks ago with my boyfriend. I even contemplated about getting the Executive Membership and WOULD have, but thank God I didn’t, that money will be better going towards something else! I can’t believe I almost gave them another chance. It just really sucks because it’s down the road from me but it’s extremely frustrating and upsetting going shopping somewhere you don’t feel welcomed or treated equally especially the ones that did have memberships. However membership or not they should not and shouldn’t have been treating paying customers over the years the way that they have. Bad attitudes and bad atmosphere. I will be going to the Frisco or Plano or any other location. I know Prosper just opened and Allen is coming soon. I’ll probably only come here with my boyfriend because I’m afraid of being treated poorly for complaining. I am not one to complain but the customer service and hospitality...

I'm a frequent shopper of Costco as many people are. This new one opened near my home recently and I'm here pretty regularly as a mom of two teen boys and a hubs to feed.

I've been to two other Costos in the area before this one opened up and have always had friendly, helpful and fast service. I usually don't have any issues with finding things or needing any assistance. When I do, I've been able to get good, friendly help at the two older locations.

Since shopping at the new McKinney location I've needed help twice since it has opened, which again is rare for me to need help at Costco. They were both for things I knew the store had, but after making multiple rounds, could not find on my own. The first time, I asked a floor manager and while the item was found, he was never pleasant or welcoming while helping me. I was left to feel like I was keeping him from something more important, which from what I could see was standing there and monitoring the registers.

The second time, because I couldn't find anyone on the floor in the shopping area, I asked the cashier if someone could tell me if they had sold out of an item as I couldn't find it after making 5 circles around different locations looking for it. She found someone to search for me and was successful. Then, as she was checking me out while the search was taking place, she made me feel like it there was something wrong with me for not finding it and telling me I need to look closer at the displays of items.

I can't say that I've had positive experiences when I have needed help at this location. With this store being not quite as busy as the other two, I would've expected service that was just as good as the busier stores. Instead my experience has been that the much busier other two locations had people who were friendly and willing to offer their service and knowledge of their store to help me find what I needed. And they were on the shopping floor walking around so we could find them...