Costco Wholesale — Local services in Southlake

I am writing to express my deep disappointment regarding an incident that occurred today at the Southlake, TX Costco location while I was shopping with my 16-year-old son.

We had a cart with only four items: one gallon of milk, two bottles of wine, and one case of water (40 bottles). We proceeded to the self-checkout lane. At the Costco location I normally visit (North Fort Worth), employees promptly assist customers by scanning heavy items like bottled water in the cart with a price gun. However, at the Southlake location, no one came to help.

Since I was purchasing wine and would need an ID check anyway, I called for assistance. There was an employee named Terri standing nearby doing nothing. Both my son and I said "Excuse me" twice, but she completely ignored us.There were no other customers waiting at the self-checkout, and it was relatively quiet since it was a weekday afternoon. Eventually, another employee farther away came over, scanned the water, and checked my ID.

After scanning all four items, I attempted to pay using a Costco Shop Card, but it wouldn't scan. I asked for assistance again. The employee who had checked my ID was helping another customer, so Terri came over. Instead of helping, she suddenly raised her voice at my son, angrily asking why he had put the items in the cart. I explained that we had already scanned everything, and only needed help with the shop card.

Despite this, she began slowly and suspiciously examining the checkout screen and comparing each of the four items with what was in our cart. This process took an unnecessarily long time for just four items.

What upset us the most was her dismissive and condescending attitude. It was clear from her expression and behavior that she was treating us differently because we are Asian. I was so disturbed by her behavior that I asked for her name, but she refused to give it to me, even though she was holding her name tag in her hand. When I asked the other employee, he said he couldn’t tell me her name either. I had to go to customer service, where someone finally informed me that her...

I brought a friend with me to costco today and everything was going great. He had never been to a costco and it had been a while since i had been to this one. He had never seen a massive selection and was very impressed. We went row by row to see the entire experience. He enjoyed trying the different products with me and we had picked up a few things. I had gotten 1 item and he had picked a few things. We go to check out and my cashier rather hostily asks for my id. No one has asked for my id when I'm trying to shop here ever before. I was not buying alcohol. I asked her why she asked for my id, she rudely replied that i should have this happen every time. I paid for my item and gave my membership to my friend because he didn't have a membership yet (it was his first time even in a costco). Deborah W, my cashier, stops and says this is not allowed. She did NOT offer that he could get a guess pass or even that he could consider getting a membership. I was shocked by her attitude and floored by her behavior. I was embarrassed for costco and her. My friend had thought everyone had been friendly beforehand. But as i stood there listening to her say due to him not being a member he couldn't pay for his 3 items i felt like he shouldn't get a membership even though i was a member. I have always liked costco above sams. But this cashier's attitude gave me great concern. Never in my life time have I not been able to use my family's card or even my card and not be able to enjoy my experience. But I now reconsider my own costco membership, I pride myself in knowing most quirks of costco but today i was floored. Would I have been barred from using my mom's card if she had asked me to get groceries for her? What if I had sent my teenage son to get something? Is Costco going to say NO to that too? I'm extremely dissapointed in this store and don't plan to return.

Update: they have 3 gas ports available per line and have a light to show...

My daughter likes (used to like) Costco in Southlake so I bought the membership even though I maintained a Sam's membership for 20+ yrs. It became convenient when Southlake's Sam's closed due to the tornado. In that time though, Costco customer service has plummeted. They treat their customers who pay to shop there like criminals. The latest...if you go to self checkout bc the reg checkout lines are eternally long, you will learn as I did they will not allow you to use the handheld scanner. A particularly nasty employee quite literally snatched it from my hand and said I wasn't allowed to use it then elaborated that I would have to lift everything from the cart, scan on the machine, place on table, call them over to scan with the handheld ONLY if something is too heavy and reiterated it has to be them to use the handheld, and then finally I get to load it all back in the cart from the table. Why snatch it from me? If you deemed your customers untrustworthy to scan their items with the handheld scanner under multiple cameras, why not remove it? But snatching from my hand? It's not as if they check the receipt when I leave, oh wait, they do that too yet STILL feel it necessary to snatch away the handheld scanner. Meanwhile, Sam's has added an app so that you can simply use your phone to scan items as you put them in the cart, pay on your phone, skip the lines and just show your QR code as you walk out. Thankfully Sam's Southlake will finally be reopening in the fall bc Costco has become completely awful. It's disgraceful to treat customers who pay to shop in their store the...