Costco Online Reviews 

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.

My situation about a missing item from a shipment has not been resolved and it's been 21 days (ordered online last Sept 10th, unresolved until today Oct. 1st). I did what I had to do, followed up, spoke to different representatives or agents (12 phone calls). I was told a replacement will be shipped, check your email for a confirmation, it will take 2 business, if nothing call us back. And this evening when I called and spoke to another Costco representive or agent, I was told to reach out to their investigations department. I am not a Costco member. My question is --- Is this how Costco handles a case of a non-member? Further question --- Am I making up this situation that one of the items I purchased was missing that's why you Costco needs to investigate? With this kind of experience, I would have given a zero star rate if there is.

If no stars were an option we would have chosen that response.

We ordered two racks 01/07/24, delivery took a month 31/07/24. Only one of the two racks arrived. Still not received the second annd it’s 27/09/24. We are getting generic emails back from customer services but no action.

It’s a painfully slow progress. Extremely poor customer support. I would not recommend a purchase from Costco as you may never receive what you purchased and getting your money back will take an eternity at this rate.

Unfortunately I am not able to give 0 stars. Which is a pity since dealing with costco online has been the most miserable online transaction ever.
I ordered a TV with came with a promotion on a soundbar. The soundbar arrived within days but the TV never came. Eventually (like after nearly 2 weeks) the courier company arranged a delivery slot but never showed. In the meantime I'd got sick of waiting and got a TV from elsewhere and so intended to simply return the TV when it arrived.
Given the TV hadn't showed, I contacted them and they cancelled the order, telling me to return the soundbar to store and the rest would be refunded on my CC.
2 weeks later no refund so I contacted them again (once again waiting for around 30 mins on hold). I was assured a refund would be forthcoming and the operator even copied me in on an email sent their accounts people.
1 week later still no refund. Another call, this time to be told that the items should have been returned together, to store. Told me a refund would be forthcoming, and when asked to copy me in on (yet) another email was told that they were not allowed to do that. I pointed out the last operator copying me in.
In summary, I'm going try for a section 75 refund from the CC company. It seems clear that Costo online employ operators who are totally untrained and unprofessional, simply dispensing random and misleading advice. I am still owed best part of 1000 UKP over this lot, and I'm starting to lose hope of ever seeing it. Do yourself a favour and AVOID AT ALL COST.
I'll probably cancel my store membership over this too.

Ordered a new iPhone to be delivered today which I have waited in for. No delivery. At 10.30pm last night I received an email from Costco and Parcel force to say item has been shipped and parcel force to deliver today. Nothing delivered and no tracking updates on parcelforce tracking website either just blank. Contacted Costco via webchat and their reply was:-

please ignore that email, the item has not been scanned in with them yet, it must have been due today but as the item is not received uet it wont be
this will be delivered over the weekend or latest monday

To add to it I went to the local post office who advised that parcel force don’t send emails! Also doubt it will be delivered!

So it’s very odd to say the least. My order says shipped on Costco but now they say its not.

I have reported to PayPal as that was my payment method. Just feel an odd and wondering somewhere along the line if it’s gone walkies!!!

I purchased an expensive vacuum from Costco online, which was meant to be delivered by DPD. I had to stay at home for two days waiting for the delivery, but it never arrived. When I contacted Costco for clarification (as DPD only responds to the shipper), they informed me that the package was lost and I requested a refund. However, they refused, stating that DPD requires six days to investigate. It has now been two weeks since I placed the order, and I have yet to receive a refund or the delivery. I raised a complaint, and while a manager from Costco called, they said they cannot take any action until they hear back from DPD.