Costco Online Reviews 275

Night and day between the warehouse and online. Customer service is just not the same online and so I mainly purchase from in store.

Edit; I have decided to raise my previous rating a little as I have received a much improved customer service from their online customer services over the last 12 months. Fairs fair and my new rating reflects their current standard.

What has also helped is the ability to return online purchases to the store.

The new muffin recipe is disgusting! Have tried the chocolate and the lemon raspberry. Maybe found half a raspberry spread amongst the box of muffins. Dry like eating sawdust. The chocolate was just as nasty. In the trash they go. 🤮

Purchased online as I was unable to get to the warehouse. Up until now I've always had a good experience whilst buying at the warehouse and have recently renewed my trade membership for another year. BUT although I correctly ordered 2 pairs of boots, I was delivered one pair of boots and 1 random pair of very large slippers! The delivery note stated the 2 pairs of boots! Everyday for a week I've been calling the online call centre, I select the call back option and a week later still no call back. I've also tried holding and not selecting call back but give up at 45 mins. I'll never order online again its a nightmare as now I'll have to get to the warehouse as a last resort - inconvenient for me as I'm currently unable to drive. Come on Costco sort your service out! If anyone in the customer care does want to call me my order number is 710895442 - my number is held on my account or you can email me.

In spite of being a Costco member for over 20 years as an in store customer, I have to give them a 1 star rating for their on line service. Ordering a range with Black Friday prices which included delivery, installation and removal of the old range, was easy and straight forward and easy. But delivery has been a nightmare. They canceled two scheduled deliveries because the delivery service does not have a mountain capable vehicle for the foot hills west of Boulder, CO. Agent recommended cancelling the order and getting a refund. Reordered from HomeDepot for a lower price. They deliver to the foothills all the time.

I was forced to visit memebrship desk multiple times for a mistake that made by their colleage.

Bought a heated throw online. Costco delivered the wrong one. Costco keeps arranging pickups to return my money ( 5 pick up so far forcing me to stay all day in when my father in law is in the hospice needing visits and this has been explained to them ) and the throw is not picked up. Totally unacceptable as it is their mistake in the first instance - NO CORPORATE ACCOUNTABILITY AND EXPECT CUSTOMER TO RESOLVE THEIR ISSUE!!! ( please take it back to the shop or a post office!!! ) IT WAS THEIR FAULT - AWFUL

Update : following the Customer care manager intervention Headoffice has reviewed the situation and has agreed to stop attempting the pick ups ….finally I can put this issue to bed thank you - Costco

Costco Thurrock
Staff to manager very rude and they don’t care about you as customer
I m customer last 10 years but first and this is my last visit

i’m absolutely disgusted at costco online service. I bought a light fitting that cost £320.
It didn’t arrive after one month of contacting customer service.
To demand my money back as they took money of my account. !!! Apparently the company who sold light said it was delivered.
Quite clearly i would have remembered that.
It didn’t come i was out of pocket for a total of 6 weeks.
In between this time there was phone calls to costco. just basically pushed from pillar to post.
I asked for a return phone call on automated phone line.
twice and nobody got back. I would say average waiting time was at least one hour.
after 2months i’m still waiting on a call from complaints department. nothing!!
im a executive member, which I pay a premium for. I have been offered a £30 voucher of apology. Absolute joke.
They had £320 of my money for a month. the sage goes on. i’m afraid im thinking seriously about online shopping from them now. very disappointing as i like the offers they have. but seriously think they need to train there staff more. I see a lot of poor reviews here. i’m afraid costco you need to up your game

As a long standing store customer at Costco, I went to them first to buy a mattress, divan and headboard. I completely trusted their customer service and ability to provide what was ordered. Having taken £894 of my money, they informed me that the mattress would be delivered within 3-5 days and there would be a later delivery on the base and headboard.
Nearly 3 weeks later and four phone calls to four different advisors, I am informed that the item is out of stock and no assurances can be given re delivery.
I have asked for a refund but I have had no confirmation that the order has been cancelled as was promised.
The whole experience is stressful and unnecessary.
I totally believe that the company are not set up adequately for online shopping. The staff have a patter but can’t think outside the box. There is no online complaints service in writing, you have to totally depend on a phone and therefore you have no record as a customer.
It’s all so poor, it’s embarrassing and what a shame for Costco.
Such poor management and organisation and mine isn’t an isolated case by the look of the reviews on here. I just wished I checked Trustpilot before I’d parted with my money.

We ordered some flowers through Costco.com for a friend's birthday. Costco delivered to our home address instead of our friend's address, which was clearly marked on the receipt. We have the receipt and the customer service associate acknowledged as such. The customer service person was not very understanding, and his supervisor was less than sympathetic, offering us a choice between a ten dollar compensation for a 60 dollar order if we keep the flowers and arrange for our own deliver, or to take a refund and place a new order, which will take several days to process, well past our friend's birthday. We were told that they were only doing their job and there's nothing they can do. They showed little understanding that it was not about the flowers, it was about a birthday present and it has time value. The people we talked to either don't understand, or they just don't care. Our interaction with the customer service department at Costco.com was most unsatisfactory.

Bad service all the way around.
Purchased a mattress. Wasn't to our liking. Scheduled to have king size mattress picked up. Delivery service said they came at 12:21pm, but my husband and I were here the entire time. He was never on our ring doorbell. Text message said they would be here at 12:34pm. At 12:53, I tried calling to find out where and when he would be coming. Doesn't answer phone, just hangs up when you call. Costco finally tracked him down after another 30 minutes. Too far away now and won't come back. Could only offer him to come back in another week. Costco offered $100.00 inconvenience credit to have to reschedule for pick-up one week later. Can't have my king-size mattress in my living room that long as we were having 35 people over now in two days. Had to get an utility trailer and take it back ourselves; 45 minutes in each direction. Costco said to wait until I return mattress, as the $100.00 credit at that very moment would only go towards my refund, thus not gaining anything. Now they won't give us a credit because I couldn't wait for them to pick it back up in 7 days. So...they would rather pay for the delivery person to come back again in-lieu of us go through the trouble of returning it. Where is the common sense? And how about staying true to your word of offering the credit? Wow, would have never expected this from Costco. And especially the rep I spoke with again today. She had ZERO common sense and talked nonsense. Would NEVER use their delivery service again.

Costco delivered wrong item called customer service on numerous occasions probably get a call from Lord Lucan before Costco ring back all I wanted was a collection of wrong item and a delivery of what I originally ordered seems simple enough but cannot get a reply from one of the worst customer service I have experienced

Terrible ..when you spend 1200$ for a new appliance, you expect it to atlease give you 5 years. The week I got the washer ive had problems, no one returned any of my calls ,and now that it takes a whole day to wash 1 load, when it should be 30 min. They need to replace this piece of rubbish and stop ignoring consumers

At the time, my mindset was, rather than a round trip of 40mins, I'll just order them online, they will be here next day.
Paid for my purchase three days ago, no communication or tracking. Logged into My Costco account, located my recent order, status is processing!
Went to Costco today and brought them. I will NEVER do Costco online ever again.

I ordered some pots and pans. Parcelforce claimed to have missed us at delivery; but they did not come to our address. I've been trying to contact Costco about it, but it is nearly impossible! I called the helpline, and waited for over 10mins before putting myself in the queue for a callback; when the call back happened, all I got was heavy breathing for 2-3 minutes before someone came on who couldn't hear me and hung up!!! Think twice before using Costco online service.

My experience was wonderful with Costco. This company cooperates with its customers at all times in a respectful manner

Ordered eye cream and received a bottle of Advil… called customer service and he asked me how many pills it has… also asked me to print label and went to ups to return it, and I can’t receive my eye cream until they receive the bottle of advil. I don’t want to wait for so long, so I asked him if I can go to warehouse in person to return it. He didn’t give me an answer at the end. Called another customer service and was not helpful either. I guess it’s a common thing for their customer service when ordering online. Since I never called them online so I was kind of surprised how bad it is considering Costco is a big company with great reputation. Won’t order anything from Costco online in the future. I’d rather pay more and save my time and energy.

I ordered a Pre built PC and saw that one of the coolers on wasn’t the same one I saw advertised. So I thought ah it must’ve been a mistake but since I already set everything up I just called and asked for a partial refund. They said there isn’t a single problem even though I provided the evidence and now they are ignoring my emails. I am a loyal costumers that buys at Costco every week and this situation has made me stop shopping altogether. All I wanted was some compensation for “their” mistake and some accountability yet all I got was them saying it’s not the case.

No problems in past. Helpful staff. However looking on Trustpilot it seems all has changed. They dont reply to issues/complaints so that tells you a lot.
No way to speak to anyone via phone re membership issue. Email not answered. Pretty shocking for such a large company but I guess its American based so they dont care. Hardly worth my time even writing this review but one customer less for sure.

Review for Costco Online Delivery Service – Order# 707777708

I placed an order for a pallet of water on September 26, 2024, with an expected delivery date of September 30, 2024. However, as of October 3, 2024, the order has still not been delivered. After calling customer service on October 1, it took quite some time to get hold of someone. I was promised a callback, but that never happened.

Despite multiple follow-ups since then, Costco’s customer service has been unable to provide any clear answers regarding the delay. They claim it takes up to 48 hours to investigate the issue, but after several days, they still can’t tell me when the pallet will be delivered—or even track the shipment properly.

This is not the first time I’ve experienced issues with Costco’s delivery service. Delays and mistakes have become a recurring problem with my orders. For a company of Costco's size and reputation, I expect much better communication and reliability when it comes to fulfilling orders.

This entire process has been incredibly frustrating, and the lack of information or resolution is unacceptable. I hope Costco can improve their delivery system and customer service to avoid these recurring issues in the future.