Costco Complaint

Costco Complaint

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Poor Customer Service and Costco's Horrible Policy


We needed a new bed mattress and decided to go with one at costco . It was our first costco experience so we joined. They day my wife wanted to pick up the bed I was out of town. She loaded the trailer and headed to costco. She immediately asked how she should go about getting the bed mattress, king size, and was told to get a cart and someone would meet her on the isle. She asked if anyone could load it and was told no but they would put it on the cart for her and roll it to the front while she finished her shopping. 30 minutes later she finally rounded up someone to get the mattress from the shelf and load her cart. The original request for help never showed. The guy loaded the cart and started to walk off. My wife asked if he was going to take it up front and he said 'No, just roll it to the front, its easy', something to that nature. By the time she reached the front of the store w/ a cart loaded down with a king size mattress slight damage most likely had been done to products that hit the floor as the mattress scraped down the isles, as one would expect. After her purchase at the front she asks for help loading and waited again. Finally someone walked out to the truck and trailer with her and helped her load the king size mattress on the trailer then proceeded to leave. She asked if they were going to secure it in any way and they replied that it's not Costco's policy. They are not allowed to secure anything, only load, for liability. Now, this is my biggest complaint aside from the lack of help and customer service. Never have I ever shopped anywhere that needed something secured that had such a policy, nor the horrible customer service. Lowes, Sears.... I've never heard of such! If Costco wants my money, then provide some customer service. If your not going to do this then why sale such large items at your stores, stick to the internet / e-commerce! Anyway, my wife tried for a long time to get help in the parking lot to strapping the mattress down. She had her straps and was ready but needed one single hand to hold the hook on one side while she cranked down the other side. In this area, where people have more money than heart, people just walked by and starred. She then went to ask for help just to hold down the strap and they wouldnt have to play any other part in securing the product to our trailer and they said they could not. By this time over 2 hours have passed since she entered Costco with the only shopping being this one item. She called me on the phone crying because she didnt know what to do. I told her to go in and have them come get the mattress, give us our money and membership back, and go home. Then I called Costco myself from out of town. I asked them about all this and why they could not just at least hold down one end of the strap with one finger? They said they could probably do that and put me on hold. I eventually hung up after several minutes of waiting. Shortly after someone exited the store and approached my wife with a document stating their policy on not helping their customers secure merchandise purchased from Costco, then went back inside. If this would have been me I would backed my trailer thru the front door of Costco and pushed the mattress off and made a big scene. The end of the story ends shortly after a family member comes to the store to help my wife because by this time she was not in a state to go back in the store or deal w/ returning it. She just wanted to be done and let me take it back when I could. I have so many issues complaints about the first experience with Costco but my biggest is their policy and customer service. I never thought I'd see the day where businesses that want your money have this attitude. What happened to customer service. It Costco understood what customer service means, they would not even have such a policy and train their employees at it as well. So, someone sued Costco or something happened along the way w/ an employee not securing merchandise properly at some point? Most likely. I have to assume they wouldn't have this policy going into the business. It's part of doing business. If you can't provide customer service and way for your customers to get their merchandise home, then why are you selling it? So does Costco deliver items you purchase in the store? No. Your on your own unless you shop online. I'll never purchase another item from Costco and I will be spreading this like a disease as the internet marketer that I am. Thanks Costco!


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