Unsatisfactory Customer Service Experiences at Costco

While rare, there have been instances where I encountered poor customer service at Costco, particularly at the food service section where the famously cheap hotdog and soda combo for $1.50 are sold. Two separate incidents occurred at different Costco locations, highlighting the need for improved service.

Incident 1: Disregard and Humiliating Treatment

Details of the Incident

During my lunch break, I found myself at the end of a long queue at one Costco location. I exchanged looks with the server, several times, as he checked the line lengths, indicating he was aware of my presence. When it was my turn, he flipped the sign to 'CLOSED' and ignored me entirely, despite my persistent attempts to draw his attention.

Fortunately, another associate eventually took my order. I could see the server glance my way, confirming his awareness of his actions. In response, I requested to speak to a supervisor. However, the server who ignored me was, in fact, a supervisor in that section. The other associate advised me to leave a message in the suggestion box for management, promising that comments are reviewed daily. I followed this advice, detailing my experience.

Resolution and Follow-Up

The next day, after I received a call from Costco management to discuss the issue, the supervisor who ignored me was admonished and informed never to close the line while customers are waiting to be served. Since that incident, I have not encountered this server at that location again.

Incident 2: Poor Quality of Products and Inadequate Service

Details of the Incident

On a separate occasion, my wife bought churros, a sweet treat consisting of a strip of fried dough dusted with sugar and cinnamon. When she returned, she informed me that they had not sprinkled as much sugar and cinnamon as I prefer. Furthermore, when I inquired whether they could add more, the associate informed me that they did not have any more on hand, which seemed illogical given that they are selling the products.

Frustrated, I took the churros back and spoke with the associate who had served my wife. The associate acknowledged the issue but seemed unable to address it adequately. The follow-up and resolution of this issue seemed less clear than the first.

Conclusion and Reflection

While these incidents are rare, they do highlight the importance of consistent and positive customer service. Companies like Costco, known for their reputation for outstanding service, must consistently monitor and address such issues to maintain customer trust and satisfaction.

For other customers, it is essential to provide constructive feedback to ensure continuous improvement in service. If you have encountered similar issues, consider leaving your feedback with the store manager or through their suggestion boxes. Your voice matters.