Dear Yelpers,
Let me start by saying I've probably been to this Costco 50+ times. The problem with this location is inconsistent customer service. Although the lines can be long and it's like a crapshoot trying to figure out the best time to shop to avoid unruly kids pushing carts 5 times their size or people on a leisurely stroll through the store, the selection is fine and items are always stocked in my experience.
Can you tell I'm one of those "get in, get out" type shoppers when it comes to Costco? Guilty.
The quality of customer service is where I take issue. Sometimes, Costco employees are friendly and helpful. Other times, not so much. And where I seem to run into the most problems is not at the door or on the floor, but at the register.
Here's the most recent situation I ran into that is very illustrative of my experiences there. I was shopping by myself, and had about 25 items in my cart. When I get to the register, the bagger greets me with, "Costo card. Take the light items out and put them on the belt." Dang, she doesn't beat around the bush.
She then walks away and starts talking to the cashier. I'm left to decide what stays in the cart and unload it myself. Wait, what? Ok. So I figure it out on my own and wait while my items are rung up. I probably unloaded about 75% of my items.
That's when the bagger walks up to me and says, "I asked you to take all the light items out."
Me: "I did take the light items out."
Bagger picks up one items and says, "This is light." PIcks up another one and says, "This is light, too."
Me: *side-eyes and probably neck rolls if I'm being honest* "Are we going to argue about this?" At this point, I'm angry but trying not to let it show.
Bagger: "No, heavy items should stay in the cart. And my manager doesn't like to see light items in the cart."
I say nothing, and think, how is that my problem? I pay, mull over what happened a little bit, and decide to tell a manager about what happened.
I walk up to a man standing at the nearby desk.
Me: "Excuse me, good morning. Are you the manager?"
Him: "I'm the supervisor. How can I help you?"
Me: "I need to speak with a manager."
Him: "If you tell me what you need, I can tell you who to talk to."
Me: "I need to speak to somebody about a customer service issue."
Him: "Tell me what the issue is and I can help you."
Let's pause for a minute, Yelp community. I'm starting to feel like this supervisor thinks he's a gatekeeper or something. Maybe he is. But I'm not here for that. All he's doing is making me more frustrated.
Me: "I've been having some very contentious interactions with Costco employees at the register lately, including this one with you."
Him: "What do you mean?"
Me: "Let me tell you what just happened."
I then proceed to give him a rundown of what just occurred. HIs response?
A very flat: "I'm sorry to hear that. I'll talk to her about that. What her manager thinks doesn't matter for you."
I didn't really feel like he meant it, and I wasn't satisfied with the interaction. I ended the conversation by suggesting that I'd probably take my business to another location. But I'm kidding myself when I say that. This Costco has liquor, gas, and it's convenient. I'll shop here as long as I live in the district.
Let me add this. A couple of months ago, I had a similar issue with a bagger. I watched her unload the groceries of the customer in front of me. She finishes, starts gossiping with the cashier, and does not lift a finger to help me. Instead of helping me unload all of my stuff, she asks me for my Costco card. Maybe I was being petty, but I made her wait until my stuff was unloaded before I gave her my card. She never helped me.
The cashier finishes ringing up my stuff, and the bagger never comes over to help me. I'm left to load all of my stuff into my reusable bags. Instead, she helps unload the cart of the able-bodied couple behind me. She didn't help me unload, and she didn't help me pack my stuff. I have a problem with that. I called the manager (because I had somewhere to be) and she was much more understanding than the "supervisor" I talked to last weekend.
At the end of the day, it's obvious that either training is inconsistent, some employees just don't care, or management is not ensuring that employees are providing quality customer service. read more