Costco Reviews 3,059

Dear Mr Curran, Mr Walsh,

I am writing again this evening as there has been a further development which I feel your leadership team must be aware of.

Following my formal escalation email and LinkedIn messages sent earlier today, I have received no response whatsoever from your leadership team. Instead, I have received an automated rebook link — with no apology, no explanation, no acknowledgement of the two failed deliveries, and no guarantee of a two-person team capable of completing delivery to a first-floor flat.

The earliest available date on that link is Tuesday 22nd April. That will be 14 days since payment was taken and a third attempted delivery. This is not a resolution — it is simply another unguaranteed attempt with no accountability attached to it.

I also attempted to contact your customer care line on 0800 032 4324 — there is no callback facility and no email route available through that channel. I am therefore left with no option but to continue escalating directly to your leadership team in writing.

I will consider rebooking Tuesday 22nd April only on the following conditions:

1. Written confirmation from a named individual that a two-person team will be dispatched
2. Written confirmation that delivery to the first floor will be completed on that date
3. A named point of contact who will personally own this case through to successful delivery
4. Confirmation of appropriate compensation for the two failed deliveries, missed windows, and the impact on my household including a 3-year-old child

If these conditions are not confirmed in writing by 10:00 AM tomorrow morning, I will proceed immediately with:

• A formal complaint to Trading Standards
• A case filing via Resolver.co.uk
• Contact with Citizens Advice consumer service (0808 223 1133)
• Formal remedies under the Consumer Rights Act 2015, including a full refund demand
• Escalation via social media channels

I trust this will finally be treated with the urgency and ownership it demands.

Terrible customer service. By email, you are lucky to get more than a one sentence reply if you have an enquiry, It then takes 24 hours or more to get that one line reply and it leaves you with more questions than answers, so when you reply to that it then take another day to respond, then another, then another.... It gets worse... The phone line directs you to the online chat that isnt active and then that online chat sends you back to the telephone number that says "the operators are busy" .....every time, even at 8.30 am, so they are not actually answering calls, its straight to voicemail or nothing, The voicemail asks you to leave a number then they don't call. Its taken me a week to get near to an answer to my question so giving up! and now it looks like its going to take a week to cancel my membership! The savings aren't worth the hassle and did find the product cheaper elsewhere anyway!

Please stop using fedex, we’ve had 1 delivery out of 4 actually turn up! We’ve not once had this problem with Amazon in 15 years of using them. We keep calling you but nobody answers!

Reference - A1 responder Catherine!
"Thanking you for sharing your experience - Catherine"
Ok Costco we get it you have no interest in assisting or reaching a resolution for customers with a poor experience no doubt you'll blame poor customer selection in their purchase!
I'm another customer who stupidly bought a LG 13kg washing machine on your excellent £150 extra off at checkout deals.
This was my first and obviously last Costco purchase.
I want to be fair for 80% of your products you sell well done especially petrol etc you deserve ***** 5 🤩.
BUT
Your suppliers of electrical goods, furniture and many big ticket goods need a reset by your purchasing geeks.
Selling sub standard products and or dubious reliable products ruins YOUR good reputation as well as the manufacturer...
LG Service Repair Centre part of the LG club has 98% of its reviews as 1 star.
I'm sadly in that club. My washing machine was poorly installed by your dedicated installation team members.
2 very poorly trained non UK guys with near zero English x certainly no plumbing or training in installation of washing machines. No spirit level test to ensure level, no running of machine on short cycle, etc etc X took our garage door of it's hinges no apologies etc as couldn't speak....new door cost over £300 nearly same as cost of the machine.
Since new every other wash machine leaks on floor, intermittently waltzes around our conservatory floor Catherine if you ever need a dancing partner give us a call LG do that well !
So we're still awaiting a warranty service repair visit( update 15/4 1545 LG call centre far far away called promising engineer call in next 48 hrs, no actual repair visit but 16/4 10am Pacifica booked visit 24/4 🤞🤷)so still using launderette! but no doubt I've a feeling they'll blame your installer gurus😘
So I hope by sharing my experience to your potential customers it will help them make better purchases than I did.
Oh I'm a retired Hotel Area Director with life ending health conditions and needed this washing machine problem like another permanent health worry too my already nightmare listing including cancer heart failure disease and COPD..**" Technology!!!!
Update 16/4 Call from Costco Care am from Vignesh sent him requested details.Very polite x helpful but still feel now this will escalate to Costco v LG all I want is a reliable washing machine...but appreciate whoever took some resolution action THANKS!!

I recently visited the Costco store in Chingford and unfortunately had a disappointing experience with several members of staff. I found some employees to be quite unhelpful and lacking in basic customer service skills. In particular, the staff member who served me, came across as dismissive and unfriendly, which made the interaction uncomfortable.
Additionally, I noticed that a supervisor (a woman with a ponytail) also displayed a similar attitude, which suggests there may be a wider issue with staff training or management oversight at this location.
That said, I would like to highlight, who was professional, approachable, and clearly understands the importance of good customer service. Her attitude made a positive difference.
I hope management takes this feedback seriously and works on improving the overall customer experience, as it currently falls short of expectations.

Spent over 1300 quid only to be told they couldn't deliver within their specified time, spoke to customer services who didn't help at all and then when I wanted a refund they became very unhelpful and delayed as much as possible, even splitting up my order so I have to mess about.
Still waiting for an apology

If I could give no stars I would. False advertising and rude staff in sheffield branch. I recived a email with the new offers stating also available in store. I was going to costco the next day so thought I will pick up a speaker as advertised in the email £49.99 that includes a £50 voucher at the till. So full price £99.99 what costco don't tell you is if you buy it in store its full price but it's worded available in store, well yes it is but buy it in store and pay double. It's false advertising these items should be available at the price advertised. I heard so many excuses from we don't stock this item, the very same item I had in my trolley that they wanted me to pay double for, to its a fake email and prices MAY vary. WOW

Costco tyre garage at Gateshead is just absolutely terrible there was a guy in by himself just moving tyres about there was no cars in garage at all but said he couldn’t do a puncture repair as he was by himself and the store closed in 35 mins but it takes 45 mins to do a puncture repair it was just absolute lazyness that was after I tried to call the tyre part of the store for 30 mins to see if anyone was there that could do it he must of just let the phone ring and ring

Good value of membership fee and great customer service on returning items that no longer needed

Bought two sofas and a armchair all recliners, delivery was awful delivery men damaged my front wall front door and living room door sent photos to customer service and was promised a call by management. AND STLL WAITING FOR A RESPONSE

Extremely poor service. I ordered the membership card on first march but I haven't received up until 4th of April and when I made a call to the customer care there was no response. I had to finally dispute the transaction through American Express citing that I have received no service. Absolute disgrace!

I genuinely don't understand why people are so positive about customer service. It's terrible in store AND online. We've been members several years now, and the Wembley Warehouse customer support desk staff are rude and dismissive. On the two occasions I've called up the technical support they've said there's nothing they can do for expensive purchases over 12 months old. Their statements online about customer service fall massively short when tested. I am happy buying the food, but any large purchases / investments are much better with just about any other large seller. Perpetually disappointed by Costco. Good prices, but they simply aren't reliable.

Costco-poor
Customer Service

My father ran a successful furniture business and had been a Costco member for many years. As a family we have spent thousands of pounds in your stores over that time.

My father now suffers from dementia and is unable to renew his membership himself. I contacted Costco to explain that I am his unpaid carer and help manage his needs. Initially I was told there may be ways to resolve this, but when a manager called back they insisted that nothing could be done unless I had Power of Attorney.

Considering our long loyalty and the circumstances, I was disappointed that no discretion or common sense was applied. A simple solution such as allowing me to manage my father’s membership or offering me my own membership could easily have resolved the issue.

Because of this experience, our family will no longer be using Costco and will instead return to using Makro, where we previously shopped without these issues.

It is unfortunate that loyal customers are lost due to inflexible policies and poor customer service.

Yesterday we visited Costco’s in Cardiff, now I’m not usually a person to write a complaint but I feel like I should just to be safe, my sister had a chicken burger from the food court and it a pink, now although I’m not to sure weather it was thoroughly cooked I’m just writing this as a warning just in case as I couldn’t figure out how to send feedback to costcos💗But the shop it’s self was good, very stocked up and the staff were friendly 😊

Extremely disappointing complaint handling from Costco UK.
Customer service staff acknowledged there was an issue with my delayed TCL TV delivery, yet the complaints team dismissed it, hiding behind “it’s only an estimate” to avoid taking responsibility.

Offering £10 is peanuts and does not reflect the inconvenience caused. Acknowledging a problem but refusing to properly resolve it demonstrates very poor complaint management.

This experience has seriously lowered my confidence in ordering high-value items from Costco. I would not recommend buying online from them based on this experience.

Just about impossible to contact any form of customer service.

This is not really a direct review of Costco, but their delivery service via fedex.
Every time we get a Costco order delivered by FedEx, the driver just can’t be bothered to deliver our items.
Instead, the items, regardless what they are are dropped off at the gate on the road. Our house is at the end of our driveway, not difficult, just a driveway of 80 meters. There is no indication that items have been dropped off so more times than often our delivery’s are soaking wet. I can’t believe that Costco would continue to use this company, especially when they have one star on Trustpilot with close to 9000 reviews.
Furthermore, when I was in discussion with a Costco representative, she advised me to dispose of the two damaged items, but now, Costco are asking for the items to be collected! We will be without cling & foil for the best part of two weeks. Not impressed at all.

Went today 30th March, realised I had forgotten my card (yes my fault) wanted to get a temporary pass and the queue was ONE HOUR wait!!!!!! Got shopping and sent son to order food while I waited to pay, another THIRTY minutes waiting for food, Costco you really need to look at your system, it's all profit over members!!!!!!! And don't get me started on the queue for petrol, it causes GRIDLOCK with so many STUPID drivers blocking the roundabout and not letting other cars through....

For the right products (non-perishable in volume) their prices are good, for food you can always get a hot roast chicken to go and for groups their sandwich trays are freshly made. Wines are excellent and even the queue was solved the other day by a chap scanning inside the trolley to avoid taking it all out and back in again. Renewals somewhat confused. Fuel is consistently the cheapest.

Hello I been in the Edinburgh depo, I filled up my 20L Jerry fuel can, I payed for 20L and at home turned out it was just 13L.. Yes it cheaper / L ,compare other petrol stations but end of the day Its a scam….