Costco Wholesale — Local services in Plano

My family recently had a highly disappointing encounter at the Costco membership counter, particularly with an employee named Penny. This incident occurred on Wednesday at 10:25 AM, January 24, 2024.

My parents, who recently moved to the U.S., are still adjusting to the language and culture. They have been attending English classes to improve their skills. This morning, when my mom presented our Costco membership card at the entrance, Penny, the greeter, prevented her from entering. Despite my mom's attempts to explain the situation and provide her ID, Penny hastily shredded the membership card without proper communication. (It was my dad’s card, and my mom didn’t aware of this policy, she didn’t know it because nobody told her, and she can’t read or listen to the news - my parents they don’t know English. Even myself living in the States for 5 years, I didn’t know this. Of course, we would learn about this if the employee educate us formally. All we know is about the check out process, that the owner of the card has to be there. Policy changed, and it is new to all the customers too)

This action was not only unprofessional but also seemed to be based on assumptions. Penny assumed my mom had stolen the card due to a name mismatch, which reflects a lack of cultural understanding. When my sister spoke to the manager, it was revealed that Penny had not been transparent about her actions, leaving my mom to explain the situation.

While the manager did issue a new card and apologize, Penny's apology lacked sincerity and only occurred over the phone (since there was a manager there, and my sister on the phone). Even when my mom later approached Penny seeking a face-to-face apology, she encountered a dismissive attitude. The incident highlighted a lack of professionalism, racial sensitivity, and poor customer service on Penny's part. Penny also said that she already sorry at first, so she is not going to say sorry again. Penny said that my mom didn't hear what she said. My mom didn't understand English, but she knows what happened Penny, do not say like that - that is common sense.

Despite the manager's efforts, we feel that a mere apology is insufficient for the disrespect and racism my mom experienced. We expect more from a membership-based service like Costco stated in their mission and vision satement. We have reported the incident to customer service and urge them to address this matter with the general manager of the Costco location.

This incident raises concerns about the training and professionalism of long-term employees like Penny. We believe that members deserve better treatment, especially given the financial commitment involved in being a Costco member. Our hope is that Costco management takes appropriate steps to ensure incidents like these do not happen again. Also, the fact that Penny been here more than 20 years, I don't understand where is here hospitality? I agree that everyone make mistakes like one of the managers said, however, this is not a mistake make by accident, this in an attempt, an assume that is strongly done by her. It is unacceptable that they claim it a mistake, or "you don't know what they have been through." Please do not let me hear that, I'm not paying money to be treated with your background story or what you have been through, or make it as an excuse for you to be disrespectful, unprofessional, and rude. Don't you also think that we are customers, we been through a lot too, but we still didn't mention it when we facing this problem? You must know that everyone been through a lot of things, but work is work, do not take that as an excuse. 20 years of experience is not this, this is losing common sense when dealing with customers.

We value the positive experiences we've had at Costco in the past, but this recent encounter has left us deeply disappointed and questioning the effectiveness of their customer...

UPDATE Sep 2025: Great news gas station open again with more pumps; 24. See photos of just a few cars on Sun afternoon getting gas. Before it would have been bumper to bumper cars waiting to fill up. UPDATE Aug 2025: last visited July 2025 and could still get gas. No gas available for now Aug 2025. Entire station area is under construction to add more pumps. Don't try to enter Costco from the west Plano Parkway as road is closed and you can't get to parking lot. UPDATE Jul 2024: Nice to have choices of locations when I needed to make an errand after shopping to the west. New feature as one enters to scan their membership (see photo) card. I asked about it and a supervisor said this location was a test for new features and services by Costco.UPDATE Mar 2024: Whichever Costco is closest to other retails places while doing afternoon errands gets our business. So we have been to McKinney, Plano and Lewisville locations. All first rate. Based on the customers numbers they deserve 5 stars at all locations. Staff is on the ball and making things happen. New feature here but expect to go at all locations you have to scan your membership cards to enter. Not just wave it as enter. They are cracking down on folks buying who are not members. My favorite for getting gas in McKinney location as they have more pumps. UPDATE Apr 2022 Good news around the gas pumps. Demand is so much (cheapest gas in area) that one now enters the pumps from the north parking lot rather than the access road. This allows many more cars to get in line without blocking access to store. Smart move. Look for the signs to make your way thru the parking lot to get in line. UPDATE Feb 2022. Feb 2022. Stopped here to get gas along with lots lots of other drivers. Very congested around gas pumps so went to talk to customer service about situation. It was explained that staff has tried in the past to get drivers to cooperate but stopped due to drivers getting mad at staff. No joy. They tried but customers don't. Good news is after long delay the location is going to get a 24+ pump gas station built. That should improve getting in/out at pumps from what they have now. UPDATE SEP 2021.Another good day shopping here. I posted new photos about new beer from PA in stock and silly Halloween animated figure for sale. Staff always helpful helping one find if something is or is not in stock when you can't find it. UPDATE Jun 2021.Nice shopping here without a mask. Not needed at any location now. Sweet. Helpful staff still on the ball as always. I was at self-check out with all items bar code up (this works in in-lane aisle as well) so staff could scan them. No need to put on scanner as associates can use hand scanner. While waiting for an available associate to get to me a supervisor was walking by and jumped right in and took care of it. Also it seems customers can now scan their own items at self-check out, no need for an associate. Got through the line super quick.EARLIER PORTION OF REVIEW. We have been members for over a year. When our Sam's membership expired we decided to give Costco a try. No regrets, renewed for another year. Good bargains on lots of stuff. And we like the gas station nearby. Most impressed with the employees. Someone is always around to help find stuff. And the checkout lines are super fast. The clerks are very efficient and get you through quickly. It helps to shop M-F as weekends...

This incident occurred on Wednesday, September 11, 2024 in the early afternoon at the Costco in Plano, Texas off of the Dallas North Tollway.

This incident occurred because I did not have a membership card with my face on it, even though I am on the account. I understand this is my mistake.

To the bearded balding gentleman with glasses checking receipts at the exit (who rotated to the entrance before I left), I understand that you are a messenger and represent Costco, however I do not know why you had to give someone on crutches a difficult time.

I understand that it is policy to check for a membership ID, however to go to the tire center for an appointment that I made online? I don't think you can make an online appointment without a membership, but perhaps I am wrong.

There was not a long line when I was trying to walk in through the exit, but a long line was created because of a decision to stop me and make me move my crutches to one side, so I can take off my backpack, to take out my wallet and verify that I was a member of Costco. All to please a power-hungry gatekeeper.

Even after asking, “Really?” the gatekeeper said, “We have to ID you even if you want pizza.”

Why?! What exactly are you discriminating me, and/or other people for?

What is with the disrespect Costco? Intentionally shaming those of us that have been your loyal customers? Was it necessary to humiliate a disabled person?

I regret that I was kind during this incident. I regret that I was respectful. I should have been rude. I should have been loud and created a scene. However, I did not. I made a mistake thinking that a customer on crutches would receive kindness and compassion. I was wrong.

It is already emotionally and psychologically taxing to be a disabled person. Clearly, Costco and their employee who mistreated me do not value kindness or respect for all.

Let’s put the disability and my feelings to the side for a moment.

If a child wants to buy pizza, and mom/dad are shopping, is Costco going to have their staff around the kiosk to tell the young boy/girl no, no pizza for you, because you don’t look like the picture on the card?

Is Costco going to mandate this for putting gas in my car or air in the car tires?

If I had a hard time getting to the tire center, which is at the front of the store, how does a non-Costco member make it to the back of the store to pick-up a prescription from the pharmacy?

I hope that I am the only person who was mistreated by this individual. However, if he chose to behave this way with me, he has likely treated others this way. These policies by Costco and the chosen enforcement of such come from top. Your company, your rules, your...