Costco Reviews 

I recently rejoined Costco and had a good experience of buying online. But the way I was spoken to today by a woman at their Returns/Membership counter today at Reading was unacceptable.

The only indication as to where customers should queue are 2 signs hanging from the roof. There is nothing at eye level and no lanes are marked out. As a result, I was one of several customers who were confused as to where to get service. It seems I approached the 'wrong' assistant and was rebuked, together with a sarcastic comment.

There is no need to treat customers like this and Trustpilot's summary of the many poor reviews of this firm's customer service suggests that poor training of staff is an issue at Costco.

Costco did not use to be like this. A director needs to get a grip of this problem and maybe instigate some staff training and, if necessary, disciplinary action.

The team were exceptionally careful in fitting tyres on my very expensive rims. Everyone was polite and I will not hesitate to use Costco Watford again for my Porsche.

Have been trying to to return a damaged online purchased order. Customer care as helpful as a piece of of string holding an anchor. Contacted them on three occasions, only to be told a return call would be given?? After a week still waiting for the return call. Contacted again only to be told no record of any communication with them. All this just to get authority to return a damaged unfit for purpose item. PLEASE be aware of the complete failings of so called customer care if you require any kind of satisfaction. This problem is still pending an outcome. Not too confident. Possibly next step Ombudsman.

Incorrect indoor AC unit was installed on 12 May 2026. Costco admitted the mistake and offered a replacement, then kept saying for 8 weeks that "we will be in touch after we heard from our vendor". 8 weeks after complaint, Costco say they can replace at the end of August - 3.5 months later! I have no more words. Terrible experience. Executive Membership is worthless when customer service (online and phone) make it so.

Found the staff in store provide a poor level of service and prefer being on there mobiles rather than talking to customers.

Customer service on the phone is a total joke and an insult, I advise anyone to steer clear of these people until they learn how to respect customers.

I’ve ordered several items from their online store due to the sale price being lower than what they offer in warehouse. Whilst this is great, their service online is slow. Certain items will be advertised as “next day delivery” but I’ve found this to never be the case. Again, I have used their online service several times and each time came with its own set of delays. Ok for prices but you pay for it in wait time.

Parked Leeds Costco not aware there was a 3hr limit. Fueled up, renewed my membership and walked around with family. On the way out had a hotdog. Today I got a £60 parking ticket. What an expensive hotdog that was Costco, why did I renew that membership?

Seriously awful..in every sense! Bought a 150 pound fan for my granddons birthday online .2 day delivery which meant he would recrive it intime for his birthdat .it came 2nd day and was faulty..tried to do a return online awful wouldnt let me so contacted customer service online who also wouldnt help me but told me domone woukd be in touch ...they never did so done online chat who also were pointless no help.suggested i take it back to store for a refund even thou i dont drive disabled and bought it online tokd hime i didnt want a refund wanted exchange as it a birthday gift but basically yokd me tuff its eithr send it back online or take to store for refund as it my first online order im not allowed a replacemnt only refund??? What a terrible customer service ..most places cnt wsit to replace instead of refund now i have to get it sent back and miss the birthday deadline for my grandson. At 150 pound i cnt affird to jst buy anothr one while wait for the refund if i had kniwn how horrendous.unproffesional incapable this company was i would never have bought from them and wish and will buy from argos once i had my refund howevr costco has ruined a gift for my 13 yr old grandsons birthday and thst is totally unnaceptable.tried ringing the cardifg store to be left on hold for 35 minutes only to be hung up on.total disgrace !

Costco delivered a large fridge freezer to us today
Cody & Joe were polite, prompt, excellent technically with the installation and were a credit to the Costco delivery team.

Went to Costco in Coventry and was served by Ian R, he was the rudest Costco I have ever met. Tried to find a complaints avenue on Costco website and nothing!!! So Costco don’t even want you to complain!!!!
Shocked by Costco

Bought a pack of Naan bread during a shop for a family party. Got home & on unpacking many of the naan’s had significant mould. The best before date was 3rd July, we purchased on the 4th June. Reported to Costco and requested the reasons for the mould, how this has occurred, and what they were doing to prevent going forward. Response was that I would get a refund at my next shop. No explanation of what happened and how they would prevent. My view is that during the hot weather they were incorrectly stored & humidity had resulted in the mould. A few days earlier I could have purchased & eaten, causing potential illness..
Very poor Costco..I expected better

Be careful buying Gold bars from Costco, do not trust them.
Last week I bought a 20g gold bar as a gift from Costco Oldham and they gave me a Dummy one, I didn’t even think that they can scam me like this. Even though the next day when I took it back they changed it to the ‘real one’ but I don’t think I can’t trust them again.

Ordered a set of 4 tyres from Costco online.
I wanted to change the tyre fitting appointment time form 11am to 12pm.
I called the tyre warehouse, phone connected but no answer, line was open for 10 minutes with no answer, called customer service who connected me same thing happened. I tried one last time, same thing happened. I decided to cancel the order and demand a refund in the end. I managed to get through to someone on the chat who told me I had to phone to cancel the order for a refund. I wont be holding my breath to receive my £399.99 refund. The worst Customer service experience ever, shocking!

For anyone saving up your cash back, it expires after a year. I’ve had no emails or letters letting me know of this. £480 gone 6 days ago. Nothing they can do apparently.
Avonmouth, Bristol
Very poor of Costco. Must happen to a lot of people, one way of not paying out

I’ve had a frustrating experience with Costco membership and returns that has left me disappointed.

I applied for membership online, but still had to travel to store (around 40 minutes away) to collect my card as they don’t post them out. When I went in, staff were unable to print my card due to problems with their printers and I was told I would need to make the journey again. Given the distance, this is not a minor inconvenience.

I then ordered a bird feeder with camera online and needed to return it. There was no option to start the return online, so I had to call customer services. After a lengthy wait on hold, I chose to have a prepaid returns label emailed to me so I could take the parcel to a Post Office.

Despite being told the label would be sent, nothing arrived. After chasing multiple times and spending more time on hold, I was first told to allow 3–5 days. When I called again, I discovered that a collection appeared to be being arranged instead, despite me specifically requesting a returns label because I cannot guarantee I will be home for a collection.

I was then promised a callback which never came. I contacted Costco yet again and was told the matter had been escalated. However, even now, I am still waiting for the returns label and remain unable to return the item.

What should have been a simple return has now required multiple phone calls, lengthy hold times, repeated chasing, and considerable inconvenience. Combined with the issues I experienced obtaining my membership card, my overall impression has been of poor communication, poor follow-through, and customer service processes that simply do not work as smoothly as they should.

Signed up at Costco Haydock this evening. We received the most exceptional service from Ann on the membership counter / customer service. Such a nice lady who couldn’t do enough for us. Along with her colleague, Sue they were efficient, friendly and professional. A true credit to the company and brand. Thank you.

I purchased a keter garden bar from Costco for £1899 and regretfully paid £499 installation fee.
I came home excited to see my new bar but to my horror they had ruined the garden bar. There was screw holes everywhere where they had used the wrong size screws, I opened the shutter and the left hand side arm fell off. They had screw the brackets through the roof, screws were sticking out. The shelving had screws missing everywhere and collapsed the moment I went to put my phone on it whilst taking pictures of this monstrosity.
The bar is completely ruined which has cost me an awful lot of money , Costco have been terrible at getting back to me . It’s been 2 weeks now and I’m still no closer to having this resolved.
Do not use Costco installers or buy this product from them…you will completely regret it.

I purchased a kids climbing frame, swing and slide set for my sons birthday 2 weeks ago, on the day of his birthday we went to put it together knowing we had a party that evening and noticed that the same box had been delivered twice meaning we didn’t have all the parts to be able to put it together. I phoned them they said they would email the manufacturer which they would have 48 hours to respond. The following Wednesday I phoned and explained the situation and they advised the manufacturer hadn’t been contacted. I asked if they could phone them and she said let me check. In which she could as she found a number for them. We were also having people over in 2 more days who were also going to use the swing set. Contact from Costco is very slow. My son’s parties were ruined. I’m not sure if I even want this set anymore. Very upset that we have to keep chasing. She advised we could go into a store to buy another one so we could have it that day. The 2nd part one box is currently sat in our garden collecting rain and being an eyesore. We also get asked multiple times for the same information that we have sent previously. 2 weeks on and still no news to if we will receive it or not. Disappointed is an understatement.