Costco Wholesale — Local services in Upper Merion Township

Sad to say I’ll be cancelling my Costco membership after a terrible experience today.

It’s 18 degrees and 3 days to Christmas, but I had a return to do so off I went to brave the crowds. The return was for a heated mattress pad. I ordered a king, and was shipped a queen. I ordered a replacement right away, in order to revive by Christmas, and begrudgingly paid the increased price as the item was no longer on sale and only an alternate was in stock.

So I arrive at Costco, wrong item in hand and spend 30 minutes lapping the parking lot to find a spot. Finally find a spot, quite a hike from the doors, but that’s to be expected. I head in and wait in line. I’m first in line when I’m called up to a register, only to be promptly scolded. She doesn’t handle online returns, get back in line. Cool cool. That sucks but whatever.

Then my turn comes again, and I explain the mis ship to the woman at the desk, and ask for a price adjust and things go downhill. She kindly explains that Costco is not the same as Costco online and since Costco Online made the mistake, Costco cannot help. I need to call customer service and make this right with them. They will then allowed me return the item to the store, but not before I make this call and print out a slip they will email me. WHAT?!? Costco Online made a mistake so I cannot be helped in person. That’s insanity. I’ve done several returns from Costco online in store, and was even told as long as it’s a return, they can help in store. They simply cannot help now, because I was given the wrong product. So fine, I’ll return home and deal with this another time but for now I have a shopping list. So I kindly ask for a receipt or something so I can take this item shopping with me. Nope. Against Costco policy. I cannot bring this mattress pad that I also cannot return into the warehouse and you guessed it. Customer service will not hold my item. My only option is to trek back to the car in the 18 degrees weather. So I did, and then I drove away to shop somewhere else because Costco clearly didn’t want my money today.

Here is the real kicker… times two. A supervisor was at the desk the whole time. He heard every single word of this interaction and didn’t care enough to even acknowledge me. He was totally fine with me walking away and cancelling a Costco membership. And then, after I’d already driven away the woman I spoke with called me. She’d asked a manager and found a solution and could help me now. Cool cool. Except I’ve left and I surely won’t be trying to park in that insanity twice. But that begs the question… why didn’t you get a manager while I was there. Why didn’t the supervisor. Why wait until I’ve left and driven away to try to make something happen.

Overall the most disappointing combination of Costco policies I’ve ever heard and likely the end of my time as a Costco customer. Merry Christmas, we don’t actually care about...

My experience at Costco King of Prussia Pennsylvania is that they have terrible customer service and upper management. I am an Instacart shopper and I follow all rules that are given to me. I have been shopping at this location several times a day for about 3 weeks. This week I have had 2 separate incidents. The 1st incident involves the receipt checker at the exit of the store. I was told by a Costco worker that Instacart workers are allowed to come in through the exit door of the store and I have been doing this for over 3 weeks. Tuesday 4-21-2020 The receipt checker person stopped me from coming in the exit and I explained to him that I was an instacart worker and we were allowed to come in through this exit because of the line at the other entrance. He said that the line is moving fast and I can just go around and go through the other Entrance. I explained to him that I had been doing this for over 3 weeks and it really did make any sense to go all the way around the outside of the building just to come back into the building. He insisted that I go out of the building and go around the building and come through the other entrance and I complied. I also asked to speak with the manager. The manager came out his name was Mike and he said that the guy was doing his job properly and I explained to him the same thing that I said to the receipt checking person. When I left after doing my shopping order I saw instacart workers coming in the same exit that I was not allowed to come in and there was no line at the other door and the same receipt checker was there. I'm not sure if the rules were different because I am a woman or maybe because I am African American it is really baffling to me. The next incident occurred on Wednesday 4-22-2020. Instacart gives us reminders of The Times and the hours that we are allowed to shop in Costco with every order. I arrived at Costco around 6:15 p.m. and I began shopping my order. I was halfway through when a manager name Frank came up to me and said I had 2 minutes to finish. I explained to him that we were allowed to shop until 8 o'clock and I only needed about 20 more minutes. He said that the register will be closing in 2 minutes in if I was not up front then I would not be able to check out the order. He kept following me around the store and harassing me to Hurry up. When I arrive to the front where the cashier, I showed him in the app where it says that we were allowed to shop until 8:00 p.m. I contacted the support person at instacart and by the time I got a confirmation from them To cancel the order it was past 20 minutes and I could have finished my order. This was 2 horrible experiences and I will never go back...

My husband and I love shopping at KOP location, because the store are very organized, nice and clean. They always have Asian products to buy.

However, I want to file a complaint for Costco online shopping. They no longer to reply via email feedback, only allow to call or do a rating with 1000 character online.

My husband order the refrigerator online, we waited for the delivery date on 4/20/2022 unfortunately they delivered the wrong refrigerator which is not the one we ordered. The delivery man immediately contacted the office and just left the wrong refrigerator at my house, said the next delivery man will come to pick it up during the next delivery date. After that, we received a call from customer service representative, she assisted to reschedule for the new delivery date.

And today 4/30/2022, the two delivery man came to our house and said they are just came to pick up the wrong one. We are expecting they are come to pick it up, and exchange the correct one at the same time. Which it’s not! Again, he called the office again, then my husband received a called from customer service representative. Said today only for pick up, but to delivery the correct one is scheduled on 5/6/2022. No one is informed my husband the delivery date in advance until we find out today!

Not only this time we encountered, the last online purchased our washer and dryer, they missed to delivery the parts to us. And we have to wait until the parts arrived to assemble before we can use the washer and dryer.

This are very unacceptable and horrible! We are very disappointed with the delivery experience we had recently! Although the delivery man are just doing their job, the customer service representative is polite and assist with the new delivery schedule. But the experience we had, it’s just wasting our time!

Being a long time customer in Costco, surprisingly such a big leading company but the delivery service is totally below the expectations. Not only us, still have others review said the same about their online shopping delivery experience.

We are strongly to hope that the management of Costco to reconsider get a better dispatcher / logistics/ delivery...