, Needed new laptop quickly. Since I pay to shop at Costco, but live 47 miles away, I went on line. Ordered, paid, started tracking my laptop since buyer must be at home to take delivery. Three days later, JUST as the laptop was shown on tracking to be about 40 miles from my home, I saw an alert message on the UPS website: Package RECALLED by SELLER (Costco). I watched with a sickening feeling, as my new laptop "traveled" back to each shipping point from which it had just come!
Called Costco, rep was VERY nasty, said "well the 3-5 day shipping is ONLY an approximation. I tried patiently to explain AGAIN that Costco had recalled my package just as it was almost at my home. Long hold AGAIN, rep comes on and says (big sigh) well they could not deliver it because "YOU cancelled your order". NO WAY I replied politely. Kept me on hold 17 minutes, then came back and said, "I found the problem, you never TOLD us you changed your address". (Have had same address for 18 years with no changes).
Finally called UPS knowing they had no responsibility to me. But an EXCELLENT UPS employee offered to "get to the bottom of this for you". WOW, Costco is their customer, not me, but much more willing to help me than my "member reps" at Costco.
Seems a COSTCO employee made out the label incorrectly: Put my name and address on the label and then put Costco's zip code on package instead of mine!
Never called me, never emailed me, nothing, just pulled my PAID FOR laptop and had it returned to them while I stayed home the ENTIRE day waiting to sign for delivery.
Called them when it never came. They continued to blame ME. When I asked HOW I was going to get the laptop I ordered and PAID FOR ? Yet another "NO customer service rep" replied, "well, if you want it you could go to the website and order ANOTHER ONE. Really ? How many do I really want on my credit card ? She went on to say, THIS TIME mark express delivery ($39) and you'll get it only one day after you SHOULD have received the first one you ordered. I asked if they thought that was "being fair" to a "member" of long standing. Another LONG HOLD. You could tell the next to come on was startled, never thought any member would stay on phone that long. Explained all AGAIN. He said I could "call them and ask for the $39 to be credited back to you card after delivery". I calmly and politely said I had a better plan, one that would give them an opportunity to demonstrate "we CARE for our members"; their motto, is not empty words. Suggested they send me the laptop I ordered and paid for, and they, not me, send it express over night.
LONG hold again, and then "ok" but I'll need some additional information". Why I asked, all my information is in my member file. "Not, all, we need your cvv code and expiration date of your card, we do not keep that on file.
Ok. Gave them that information, and NEVER HEARD FROM THEM AGAIN, it's over a week later, no laptop, and certainly no help from Costco. My BANK is wonderful, helping me protest the charges and monitor for credits from Costco. So much for the NO laptop, NO apologies, NO responsibility, and NO customer service company that charges YOU to shop with them ! I quit my executive membership for this same dysfunctional kind operation, tried being a "regular member" this year. Never again will I renew either membership. Once can be a mistake, but here you PAY to be insulted and accused because the people in customer service simply can not bring themselves to say:
"So sorry, WE put wrong address on the label of your shipment, and WE recalled the order just as it said on UPS website.
We ARE sorry for accusing YOU of cancelling order, and then when that was disproved, accuse you of MOVING after placing the order ! Unbelieveable. One "so very sorry" to save a good customer, too many great places to take my business.
we will send your order overnight delivery today, you will get it tomorrow !