Costco Reviews 3,075

I got a hot tub from Costco on line it says it’s a five seater three seats and two lounges and it’s got a Bluetooth speaker system keep filling up with water it sounds like the
Comb and tracing paper sound the hot tub is under powered as you can’t have all the seats and lounges on at the same time the company Costco get the tubs from is superior wellness
they keep saying that the tubs is ok
Please be careful when buying from Costco as Iv just got a tub that they will not take back
Iv been sold something not fit for purpose

I ordered a lovely washing machine from the Costco Website and the item was delivered on time.

It went wrong from there. When the workmen disconnected my old machine, they flooded the floor and used my garden tools to cut the pipe to install the new machine.

After the calibration cycle, the machine was leaking from the connection under the sink causing damage and flooded my floor. I wanted it to be re-fitted but gave up as it took so many phonecalls (over 15 now I reckon). I finally got the machine taken away. I am awaiting my refund and to hear back from the complaints department. I made a complaint on the 14th Jan, its the 26th Jan now and I am waiting to hear from the complaints/escalation department.

I am had to get another machine and pay someone to sort the leak out. It's a pity as Costco usually has high standards instore but online, I'd never buy from them again. Sorry.

I was invited to visit a store with one of their employees. Upon arrival we spent over 30 minutes setting up their discount card. We then proceed to enjoy a spot of lunch at the in-store cafe. Where after we broused the store. Exploding every Isle and choosing which items we were interested in purchasing as this was my first time in a Costco store, I had no idea what was being sold. Testing the products that were on promotion and then hunting them down to add to the ever overflowing shopping cart. I had such an interesting time visiting the store. However to my shock and horror, the following week I received a parking fine for using their carpark. I will never go anywhere near this store again. If I get fined for using their store and purchasing their products. I find this disgusting behaviour of a company.

In reply to your response.
Discount card / loyalty card / membership card / business card.. or whatever you want to call it.
Also the stay is not limited to 2-3 hours. It is 90 minutes to 3 hours.
However nobody told me to consult a staff member. I feel that I have been robbed for shopping and browsing in your store. This was my first time in one of your stores, so I had no idea what was on offer. Therefore I took my time. Clearly this was a huge mistake that I will never make again, as I will be keeping well clear of your stores.

Lee G was very helpful. As i was alone with 2 toddlers and my husband is at work, he helped me to bring the dryer in to my kitchen.

I purchased a CyberPower PC (AMD Ryzen 7, 32GB RAM, 2TB SSD) during Costco’s Black Friday promotion. Unfortunately, the product arrived around 12th December non‑operational. I contacted customer service and was advised that a replacement would take 10 working days.
Despite making 18 follow‑up calls and sending multiple emails, no action was taken, and two promised manager call‑backs never happened.
Out of frustration, I contacted the manufacturer directly, who replaced the unit within a week and provided excellent support. Costco has still not responded.
If it were possible to give fewer than one star, I would. The customer service has been nothing short of shocking. I would really think twice about purchasing any expensive equipment from Costco. The call centre gave misleading and contradictory advice with zero communication and no follow up calls from management as promised even when escalated by myself.

Ordered a 75 inch TV, was given a 5 business day delivery from 12th Jan when order was placed, I eventually received a delivery of the wrong size TV ON 22nd Jan, refused to accept delivery, and was met with " what is 70 inch TV not big enough for you!" which I replied not when I paid for a 75 inch TV. I contacted Costco customer services, and if -5 stars was available I would award them to Costco. They both proceeded to take the TV down my stairs by bumping it down, so beware if you have ordered a Samsung TV 70 inch as it is most likely in in bits. I took a day off work and had paid a deposit which I have now lost for my 75 inch TV (that I didn't receive) to be put on the wall, and was informed that they will look at my request for a refund in approx. 48 hours, meanwhile I have to sit without a TV until Costco pull their finger out. So my order I have requested to be cancelled because after seeing how the couriers treat high value items I have no confidence in receiving the correct TV without any damage to it. I do NOT recommend buying from Costco online. I wish I had read other reviews before ordering.

Order number: 781369813
Item: Sage Barista Pro
Order date: 12/01
Order value: £449.99

This has been an absolutely exhausting and upsetting experience. What should have been a straightforward order has turned into a complete nightmare.

After several calls and messages to customer services, I have now been told that Parcelforce has lost my order. No proactive update, no accountability — I had to chase repeatedly just to find this out.

To make matters worse, when I spoke to an advisor today, I was told the item was still in stock. I asked for it to be reordered, only to be refused and told the warehouse team would need to handle it. Shortly after this call, the item suddenly showed as out of stock, which feels incredibly unfair and poorly handled.

I submitted a formal complaint by email on 19/01 and was promised a call back within one business day. I am still waiting. The lack of communication has been just as frustrating as the missing item itself.

I expect far better from Costco. I am currently £449.99 out of pocket, with no product, no clear resolution, and no meaningful follow-up. This situation needs urgent attention and to be resolved properly.

I am quite worried at the way a Manager spoke to her staff. It doesn’t cost anything to be kind , no matter how bad your day is. Being rude to staff decreases morale and motivation. I heard the way she spoke to my friend, her harshness and rudeness. Maybe spending time to teach this manager manners would not go a miss.

Ordered two tyres after 50 minutes told me that they cannot get the wheel nuts off because their socket doesn’t fit. Went to another Garage took wheel nuts off no problem. When I approached a manager was not interested customer services appalling will never go back there again.

Unauthorized Charge & Forced Delivery – Costco

I ordered a 10-gram Argor gold bar from Costco on December 12 and cancelled it the same day. The refund was completed on December 15.

However, on December 15, Costco charged my card again for $1,499.99 without my authorization. I did not place a new order. I reported this as an unauthorized charge to my bank.

On December 17, FedEx delivered a package without requesting my signature. The signature on record is not mine. Costco later demanded payment and threatened collections, even though I did not authorize the transaction and offered to return the item.

This raises serious concerns about payment security and forced sales.
I do not trust Costco’s system and am sharing this to warn others.

Avoid – False Promises and Terrible Service
Avoid Costco if you ever expect to return an item. I was given false promises about a return collection that was arranged and confirmed, yet no one ever turned up. What followed was a complete lack of accountability, poor communication, and absolutely no resolution despite repeated attempts to chase this.
I am now stuck with an item I cannot return through no fault of my own. Costco’s returns policy is misleading and clearly not as reliable as advertised. This experience wasted my time, caused unnecessary stress, and showed a shocking lack of customer care. Completely unacceptable from a company of this size.avoid at all costs!!!!

Costco has become so popular they are overcrowded to the point shipping is not pleasant. Costco needs to open earlier and close later -- 7am to 10pm would be ideal. Product selection and pricing is fantastic -- but the shopping is no longer a fun experience. Extending hours should be an easy fix.

Update 23/01/2025
I am changing my star rating from 1 to 4 because Costco’s customer service has been professional and helpful throughout. They should not have to take responsibility for the poor practices of the delivery company, Parcelforce. Costco resolved the issue, but Parcelforce should be held accountable for what happened.
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I have always shopped at Costco without any issues, and their in-store experience has been great. Unfortunately, my online order has been a complete nightmare.
ParcelForce left my parcel unattended despite me being at home, and then falsified my signature to make it look like it was delivered. The photo they provided didn’t even show my doorstep but a shelf somewhere else, and I never received the parcel.
Costco says their system shows the driver was in the area, but that doesn’t change the fact that the parcel was left in an unsafe location and my signature was forged – which is a legal offence. It has taken over a month to resolve this, and although the item was low value, this has been incredibly stressful and frustrating.
I hope Costco can work with their delivery partners to prevent this in the future. Unfortunately, this will be the last time I order online from Costco, as the delivery company seems to operate with total impunity.

I am writing to formally report a profoundly disappointing and unacceptable customer service experience I encountered at your Wembley location. As a loyal Costco member since 1997, I have always valued your commitment to quality and service, which makes this incident all the more concerning.

On my most recent visit, the cashier assisting me exhibited consistently rude and unprofessional behavior from the beginning to the end of the transaction. Despite the fact that all item barcodes were easily accessible for scanning, she insisted I place almost every item on the conveyor belt—a request I had accommodated the previous week but found unnecessarily rigid this time.

Her demeanor was openly hostile. She made dismissive facial expressions while scanning items, handled merchandise roughly (to the point of throwing items after scanning them), and spoke in a foreign language to a colleague across the aisle, which created an unpleasant and exclusionary atmosphere. When I attempted to communicate, she claimed not to understand me, an interaction that felt deliberately obstructive and left me feeling disrespected based on my background.

Throughout the entire process, there was no offer of assistance, no smile, and not a single polite courtesy. The transaction concluded without a "thank you," cementing what was one of the worst customer service experiences I have ever had, particularly at Costco.

My long-term membership represents a trust in your brand's values. This incident, however, demonstrated a severe lapse in those standards. I expect a certain level of professionalism and basic respect from all Costco employees, which was utterly absent in this encounter.

I trust you will investigate this matter seriously and take appropriate action to ensure such behavior is not repeated with other valued members.

Bought an executive membership 9 months ago still waiting on the £20 online voucher that was promised as part of signing up .I’m tired of chasing these people. I’ve learnt my lessons.

The delivery company, Kinetic Logistics have failed to deliver my item on the pre-arranged date. If had read the customer reviews left by other disappointed customers before ordering and paying for the goods I don't think I would have ordered the item. The reason Kinetic Logistics failed to deliver my purchase is exactly the same reason shared by other reviewers, this is the text I was sent:
"Your driver is on a multi-day run and has been experiencing some technical issues with their vehicle. We have sent a roadside technician to them and it has just come to light that the vehicle will need to be recovered back to our depot. We are treating your order as a priority and will be in contact shortly with a new delivery date. If you can't be home for the new slot, please reply with any instruction for the driver, i.e. leave in a safe place or with a neighbour. Sorry for the inconvenience caused, kind regards, Kinetic Logistics".
This message was sent to me at 4pm on the day of delivery. I had taken a day off work to be home for the delivery. It is not an item which can be left in a "safe place" or with a neighbour. It is expensive and weighs circa 50kgs.
I contacted Costco customer care, first to advise how unsatisfactory the communication from Kinetic Logistics was and today I called customer care again to advise I have not been contacted by the delivery company with any updated delivery info and that I would like to cancel my order; Costco advised I can't cancel the order because the item has been shipped. Perhaps customer care staff need to be made aware of consumer's rights under the Consumer Rights Regulations. I have raised a complaint and am waiting for a Customer Relations Manager to contact me and to be honest if I hadn't seen so many reviews outlining similar experiences I probably would have waited to write this. How disappointing that a company I thought was all about giving consumers the best deals and service is failing so spectacularly by using a sub-standard delivery company. Costco - why don't you listen to your customers and take some action against Kinetic Logistics as they are clearly dragging your customer service levels down in the process and you are losing custom as a result. I am waiting to receive a confirmation email confirming my order will be cancelled. Finally the irony hasn't been lost on me regarding the strap line used by Kinetic Logistics on the homepage of their website "KINETIC.ON TIME.EVERY TIME." - suggest this is removed from the homepage as it's inaccurate and misleading.

What a waste of time and money. The optician asked which lens was best, when I told her neither I was told to choose one. Then when I said I could see double she proceeded to tell me the equipment was faulty, distorting the lens. My daughter recommended the store but she and my granddaughter were assessed by a man. I will not trust the prescription I received, but will have to pay again for a re-test. Extremely poor service.

Costco are clearly in breach of the Consumer Rights Act 2015 (UK) despite operating in the uk.
We purchased a Samsung tv which has a major fault on the screen where each half is a different colour. For weeks Costco have fobbed us off to Samsung and we have been trying to arrange as repair or replacement.
Literally spent hours on the phone. Promised a repair on site and then when arranging they said they had to take it for two weeks.
Spoke to Archie at Costco on Sunday and he sincerely apologised and said they would send a replacement tv and would contact us.
Hadn’t heard anything on Tuesday and phoned to be told by Zain that Archie has only just been trained and cannot provide a replacement tv. Zain was not helpful stating they are not sending a replacement tv.
I have advised I am not dealing with Samsung as my contract is with Costco. He said he would raise with head office and complaints but they are very busy and there will be a delay in their response.
How can this be service.
How can a business of this size with such a high profile brand be in breach of the Consumers Rights Act and allowed to operate in the UK.
We have never had any issues with the stores but online are terrible and if they are putting handlers on the phone that have. To bee trained correctly that is their fault.
I was clearly advised replacement tv is being sent.

I have purchased a lot of items from Costco both online and instore. The delivery boxes are study and normally arrive undamaged. I had a delivery in November where the outer box looked like it had been in a vice. All in internal item boxes were crushed. This affected two orders. I phoned the customer services and they firstly asked for photos, i did this but it felt like they did not believe me. They arranged for the boxes to be picked up but only sent one label. They only partially refunded me. When I explaned they only sent one label and I had to tape both boxes together they said "oh god". Like it was my fault. They sent no instruction of what to do. I am £130 short. I have rang customer services several times to be waiting for hours, if you request a call back it is normally 4 hours later when they ring you. I have emailed and now I get ghosted by them. I am thinking of making a claim against them. Please be aware of this poor service when purchasing items.
Your ticket reference for this query is as follows for order #768802073 is #19239722.

Your ticket reference for this query is as follows for order #765864291 is #19239718.

Very helpful and cosy cutting