Costco Reviews 3,075

Giant queues at checkout as we were next she decided to close aisle
Lack of respect or management
Will cancel card and get refund better places out there
What other info do you want Catherine i can supply a video

Non existent customer service following 4 failed deliveries of a washer dryer. Customer service staff are not interested at sorting this out and delivery company blatantly lie when I chase delivery. No idea when delivery number 5 will take place - awful awful awful

Order process fine but the delivery company is nothing short of useless.
Got delivery details this morning with a slot between 3pm and 6pm. Taken day off for delivery and the time slot just keeps getting later and later. A few text messages from Kinetic logistics to say driver is having technical problems and will be updated after the technical team has arrived to sort his van.
How unlucky can I be when exactly the same thing happened with my last TV delivery by kinetic.
Lost a full days work that time and the driver turned up at 9.30pm.
Either go to store if you can or buy somewhere else.
Serial liars.

Poor service. Bought membership online but customer service rep lied and said they take at least 24-48 hours to work.Their website said 2 hours. In order to shop there I had to buy another membership. Wasted 40 mins going through the process when it wasn’t necessary- They could have offered a guest pass.
Went through their complaints process and nothing happened. Got a refund of the second pointless membership, no apology for their error however.

I have VIP membership so went early this morning to do my normal monthly shop at Costco Farnborough. One of the purchases was a tray of figs. I noticed that the packaging had changed and they now had a cloth net covering them, strange not to be able to see what you’re buying. Got them home and they were completely rotten. Covered in white mould. I went back to Costco and asked for the manager as customer service didn’t know what to do. Manager came along and couldn’t have been less interested when I said this was not only bad quality control but also dangerous if say a child had eaten one. His reply, what do you want a replacement or your money back?
Shame on you COSTCO your customers mean nothing to you it seems

It should be zero star for Costco online customer service. I had ordered an outdoor storage cupboard on November 2025. They send a wrong doors which should have handle hole for installation. But the four holes for two handles instead of one big hole. So I call up the CS to send me the right one. The CS staff tried to convince me to install the handle and it doesn’t fit. After half hour of negotiations, she try to yelling on me because she think I wasting her time. After that she promised to have it sort. But after a month of waiting. I had to send email to call for any alternative solution. Then she ask me to give option to them instead of give me options. I am frustrated.

I became a business member, and thus far I have been very disappointed by their customer service. There is no way to speak to someone on the phone - it will always go to a voicemail, I have not had a call back. Webchat I am stuck in a queue.

Their systems are so antiquated, nothing it seems can be done online - only in store.

I purchased a Fridge and Freezer from Costco, expecting two brand new items to be delivered. Once received, the Freezer has had chunks taken out of it underneath with screw holes and scrapes. It has clearly been used on display in their store, or worse previously been used and returned, and they had sold it on as brand new. I didn't expect this level of service from Costco.

Purchase a TV (£1200) from Costco Website, delivery arranged for 06/01/26. Morning on 06 the sent me a text they can not deliver because they have issues with van. They tell me they can deliver on the 07/01 that I could not. I told them that I can do 08/01 or the 09/01. They told me they dont have van in my area so they will return to depo and I have to reschedule. I refused, I told them they broke the contract so they should arrange a delivery on days I can. They refused. So I called customer support. They told me they can not cancel the order, I have to do it, a person in India, they dont have any support in UK anymore. So I refused, I told them you failed to do the delivery, you broke the contract so you cancel the order. They done it. They told me I will receive an email with the cancellation. I also asked to put a formal complaint for failure of the delivery and they way they dealt wit the issue. They told me they will email me they will sent me the forms. After one hour of not receiving anything I called them back again. Another person in India informed me, they have to claim the refund of the supplier, and then they will refund me the money. When I said I did not cancel the order, just asking for my money back, they said is nothing you can do, that is the way they deal with this. When I asked to talk to a manger they refused, they said if I want to put a complaint, they will let a manager know and they have from 3-5 days to call me back.
On their website they dont have a complaint process, they instruct you to leave feedback.

SO BIG WARNING, BUY ANYTHING FROM COSTCO WEBSITE and you will dealt with wait for your money and no be allowed to complain.
They never deliver in time, they break the sale contract, they never refund your money when is their fault of no delivery, in time, first they have to claim it and then you have to wait (they never told me how long) probably a month before you can see your money. And that is after they dont provide a service.
No UK call center, no customer support. This is the second time I used Costco Website. First time for furniture, the furniture they sold is crap, within a year is start breaking, they sent a guy to just look at the sofa to say is ok and then leave.
AGAIN ANOTHER WARNING, you never get any support for the kit you buy. Once they sold it they wash their hands.
So bad service from COSTCO WEB, where in the Wearhouse you receive excellent service.
Because of this service I received from COSTCO WEB I will stop using them all together, even the warehouse and petrol.
But I have to say, earlier this year I ordered a mattress from them and is gone ok. Maybe I was lucky this time.
If you dont to believe me try them and 100% you will regret it.
This is a personal advise, from multiple times let down from Costco service. You dont have to follow it up, is personal preference if you do, but is been written here is true events and information I have provided.
Advise is personal, to help people to not suffer like I did from using COSTCO WEBSITE.
But the proof is on Trustpilot website, where you can leave TRUE review, not deleted or disappeared like the companies sites. Also show a true indications how bad some companies are.

Update: Look the reply, they don't care about the issues, just they don't hold any support outside UK. Called the number twice 2 days ago and just now. I talked to 3 different people, last one, and none of them was British accent, but he was from Preston UK. Maybe I am 100% wrong and apologies for that. What I can say....
They said my refund will take 5-10 working days.... Something like that. So they get the money within 48hours from supplier, but it can take 5-10 working days to pay me. WHY?
Also, when I call them they say I will receive an email with the process. Received nothing until I called them tonight and insisting to send me an email. Only tonight I received it

They have put the prices up again for memberships, its got quite expensive, however the food quality is decent

Been a Costco member for approx year now, and while I initially had high hopes, the experience has been consistently frustrating.

Online Ordering - Shockingly Poor:
Costco's online delivery service is appalling compared to Tesco and Asda. They advertise "2 days delivery" but don't deliver on it - my recent order placed on 3rd January didn't arrive until 7th. Their excuse is estimated. Online order also comes in FedEx With two different tracking numbers. Whole thing is a mess. With Tesco and Asda, when they say next-day delivery, it actually arrives next day. No false promises, no rearranging your schedule unnecessarily. Costco's website is clunky, tracking is unreliable, and customer service is nowhere near the standard of mainstream supermarkets.
Customer Service - Non-Existent:
What's worse is when things go wrong, Costco doesn't apologise or offer any goodwill gesture. UK supermarkets like Tesco, Asda, and Sainsbury's routinely provide discount vouchers or refunds when they mess up. Costco? Nothing. No apology, no compensation, no acknowledgment of the inconvenience caused. They seem to think the membership fee entitles them to treat customers poorly without consequence. It's an American corporate attitude that doesn't fit UK consumer expectations.

Warehouse Experience - Like Herding Cattle:
The warehouses are chaotic. Massive trolleys (designed for bulk buying) make navigating the aisles feel like you're being herded through a cattle market. It's cramped, stressful, and genuinely unpleasant during busy periods. You're constantly dodging other shoppers and their oversized carts.

Product Range - Quantity Over Quality:
Yes, some items are cheaper in bulk, but the warehouses are packed with junk food, oversized portions, and items you don't actually need. The "value" only exists if you genuinely need 5kg of something. For normal households, much of it goes to waste or you're stuck with the same product for months.

Bottom Line:
After a year of membership, I can honestly say Tesco and Asda offer better value, better service, and a far more pleasant shopping experience - both online and in-store. They also actually care about customer satisfaction when things go wrong. The membership fee isn't justified by the chaos, poor online service, limited genuine savings, and complete lack of customer care.

Would I recommend? Only if you have a large family or business and don't mind the cattle-market experience with zero customer service standards.

Visited Bristol store yesterday, had a faulty product to return, which failed after having it for a few months. Customer service was exceptional, staff were polite, efficient and delightful to chat to. So very impressed.

If I could give zero, I would. Awful service returning a large faulty item.
3 times I've been asked to stay in to wait for them to pick it up, 3 times they haven't bothered to turn up. Now asked me to stay in for a 4th time! I've lost way more in work time than what the product cost me, but any call for a refund & compensation is being ignored.

I am very disappointed with Costco’s customer service. I ordered goods worth over £100 at the beginning of December. I later received a notification saying the order had been delivered by FedEx to 82 George Lane, but the shop at that address never received the items. There was also no photo proof of delivery provided.

I contacted Costco customer service multiple times, and it was extremely difficult to get through. When I did manage to speak to someone, I was repeatedly told that the issue was “being looked into.” I also wrote complain to customer service. Now more than one month has passed, and I still have not received a proper response, explanation, or resolution.

Costco’s customer service is very poor. They do not follow up with customers and fail to follow up on serious delivery issues. This experience has been very frustrating and unacceptable, and it has completely undermined my trust in Costco’s service.

My membership was active from 24Feb 2025. The membership is for 12 months. How come the due date is for December? I have been receiving emails for payment. I have emailed several times. No one responded. My membership has now become inactive. This is harassment and unacceptable.

Hi I'm still waiting for my return label ??? Could you advise when you will send it or confirmation.if what to do next please .

Thank you

If I could have scored them as NEGATIVE I would have done .No idea of customer services in fact I thought I was talking to a BOT as it was like watching paint dry ( long and arduous).
It took 2 hours held in a Q before I got an agent who asked me to 're confirm everything I'd previously written .I requested a returns label ,so the agent asked me If I wanted a returns label ect ect.
I'm not sure if the skill set of the people employed but either Costco really don't care about their customers and employ people of low skill sets to answer emails or this department has NO manager either way I'm surprised they have a 1.8 out of 5 on Trustpilot as it appears far to generous .

6/1/26 Your limited response sums up why your Customer Service is so poor and disgraceful .
If you are aware of the issues and inconvenience to customers what are you doing to fix it ?? Nothing no doubt.

Please read this carefully and learn the lessons. This should be a ZERO star, but 1 is the lowest possible. Over the years Costco UK quality of service has plummeted. I have several issues sadly. Basically, Costco's UK senior management need to be sacked and replaced. They are failing to grab the bull by its horns and sort this out. Costco Europe and USA pay attention and sack the lot and put in people who are responsible, accountable and in touch with the customer base. If you don't sort this out you will fail as a business very soon!

The general items are fair, but prices have been rising. There are never enough staff on the shop floor, they are hiding in the back chit-chatting; supervision is poor. Customer service is appaling and some staff have attitude, are downright rude and dismissive, its like I should be thankful that they have shown up for work?? Your online business is a shambles. If you cant run it professionally, just shut it down.

Can senior management actually get off your back sides and actually do something about this? rather than have a minion respond to the countless negative reviews with a sarcastic "Hi, thank you for your sharing your review." You should communicate clearly that you have listened and what steps you are taking to improve service and quality. Again, USA corporate office - you need to sack this lot and get a proactive team in, to turn things round - period!

Does anyone have some emails so that these reviews can be shared with the US head office big-wigs?

I love costco and I love the shop but the UK website is one of the slowest most useless websites on planet earth

I went fuel last night gate was open so as I was going in one staff lady came out of her car and spoke very rudely and made her face so awkward.Her actions has put me off going there.Staff needs to learn how to speak and treat others.

Costco Customer Service is appalling, not allowed to hold & the promised call back doesn't happen.

Not a new situation either.

Customers are obviously held in contempt when you see the responses from Costco on here just saying "thank you for your review" to negative comments.

Maybe use a little of the profits on the back room system.

###Catherine, you miss the point. Costco does not respond to calls & does not call back after insisting you leave details hence people commenting via trustpilot.###