In October 2009, I ordered a recliner and ottoman from Costco.com for my father. It arrived November 5 as scheduled, but the chair did not recline and neither it nor the ottoman had legs. I called the furniture company from which it had been shipped to see if I could at least get the legs, and they told me an unnamed person would call me back the next day, but of course never did. After that, their line was busy. Then I called Costco.com. They had no solution to the problem at all: the product was no longer available so I'd have to take a refund at that was it. Furthermore, my refund would come only after having to wait 12-15 business days (until mid-December) to have someone come pick up the chair. After one month and $400 with nothing to show for it, I am contemplating taking the whole thing to the nearest store and demanding my refund immediately.
I will never shop with Costco.com again.

Costco has become involved in political issues by selling tickets to a Falun Gong shows under the guise of cultural enrichment.

Re: Costco.com

I am writing to express my sincere disgust with how your company chooses to treat customers. Not that I feel its important to explain the situation again, however it will aid in your understanding. I purchased an item via Costco.com in November of 2006. After I received the item via UPS, I submitted the online rebate form. After several weeks of waiting, I received a denial notice stating the member number was incorrect. For the record, the member number was not incorrect, it is clearly printed on the back of my card. I resubmitted the rebate making sure all information was accurate. I waited an additional several weeks. I received another denial. I then called the rebate center and they informed me that I could only submit the rebate one time via internet and that I would have to mail the information to the rebate center in order to get the rebate. I did exactly that. Now several weeks later, I received another denial notice in the mail stating that the sku was incorrect. I am quite fed up with the constant jumping through hoops and wasting my time for a rebate. It has become obvious to me that your company would much rather play games and disrespect your customers by treating them as though if they were ignorant. Maybe if you waste enough of my time I will give up and your company gets to keep the $50.00 that rightfully belongs to me. I am here to say by all means keep the rebate. The way I see it, when I cancel my executive membership I will save $100.00 per year anyway. Also when I cancel my American Express costco card, I will save even more. Lets not forget how much I will save from not shopping at costco. If you look up my account, you will see that I spent almost $20,000 last year alone. But I can see that even the most dedicated of customers still get treated like garbage. I find it appalling that this is acceptable business practices. I will gladly take my business elsewhere, knowing that there are far better companies that will treat their customers with dignity and respect, and actually honor the rebates they offer. If you have any questions, please feel free to contact me as I would most enjoy talking to a live person versus a company that hides behind denial letters.

Personal Information:
First Name: James
Last Name: Hanset
E-mail Address: [email protected]

I ordered a bedroom set online at Costco.com on 11 Aug 06. The website promised 4-6 weeks for delivery. My credit card was charged on 11 Aug for $3,727.48. I received an email on 24 Aug 06 stating that my furniture was shipped on 23 Aug 06 but I cannot check the status of delivery. Then six weeks passed without hearing anything about my furniture. I called Costco.com and was told that Costco.com had to check with the delivery company because they cannot check the status of delivery themselves. After two more phone calls to Costco.com customer service and two phone calls with the delivery company I found out that my furniture needed to be repaired before delivery. I did not pay a full price to buy repaired furniture so I cancelled the order.

I was told that it will take 7-10 days to before I receive my refund. Waited 10 days but did not receive a refund and did not receive any phone call from Costco.com for the status of my refund. I called Costco.com again and was told that it took 7 days for them to get an authorization from the delivery company so they need another week before I can get my money back. One more week went by without my money and any update from Costco.com. I called again on a Friday and was told that they never received an authorization from the delivery company and the refund section was not open that day but he will send them an email requesting to expedite my claim. I sent them an email requesting an immediate return of my money and my intention to file a formal complaint. The weekend went by but still no phone call or refund received next Monday. I called again on Tuesday. I was told that the refund section was not in Monday either but they will send another email to the refund section. I asked for a supervisor and was told that a supervisor will call me back. I did receive a call back from a supervisor that day (Tuesday) and she told me that she will escalate this situation and will give me a call back as soon as it gets resolved. No more phone calls that day. No phone calls on Wednesday either.

Now it’s Thursday 26 Oct 06. I’ve been without my money ($3,727.48) for a day short of 11 weeks, never received my furniture, and close to no customer service from Costco.com.

What I learned from this experience:

1) Never again order furniture through Costco.com.
2) Costco.com does not follow through with their promise nor do they, as a company, care how I feel or what I say.
3) Think again before ordering anything through Costco.com and consider how long I can live without my money and nothing in return for my money.

I am uncertain when, if ever, Costco.com is going to return my money and I need to find a way to get my money sooner. I still need bedroom furniture but I don’t have my money anymore.

KR
Nokesville, VA 20181