A wonderful Costco as expected! Very clean, organized, and easy to find anything you could be…read morelooking for. Quantities of items are great as most are in bulk at great prices and great quality. A really easy and pleasant shopping experience here at this location. Friendly staff too!

Dear Costco Casula Customer Service Team,…read more I visited Costco today and had an issue with my return involving staff members KXXs and TXXa. I purchased a folding drying rack that developed rust, so I brought it back for a refund. However, KXXs questioned why the item was placed outdoors and insisted it was not refundable. I was surprised by this response, as a drying rack is typically used outside. Instead of addressing my concern about the product's durability, the focus was shifted to whether I used it correctly. When I defended my valid point, KXXs escalated the matter to TXXa. Unfortunately, TXXa's approach was unprofessional--rather than handling the issue properly, she repeatedly questioned why I was being "hassl," which felt like an attempt to provoke me rather than resolve the matter. A better approach would have been to simply explain the return policy clearly and professionally. After checking the item again, I found that it was labeled as "durable steel." If it truly is durable, then why is it rusting so quickly? Kxxs and Txxa did not have sufficient knowledge about the product and made unreasonable arguments instead of providing a proper resolution. In the end, I returned one of my drying racks but kept my May purchase, as I did not want to prolong the situation or inconvenience other customers. I actually really like this product and have been purchasing it repeatedly. However, I've noticed that the quality has declined over time, with the materials feeling cheaper and less durable. As a result, these racks no longer last more than a year, forcing me to return and repurchase them. This decline in quality is disappointing, and I hope Costco addresses this issue with the supplier. I would like to offer some suggestions to improve customer experience: Product Quality - Consider asking the supplier to improve the material, possibly using stainless steel instead of steel that rusts. Staff Training - Employees and supervisors should be properly trained on return policies, ensuring they reject returns based on clear and valid reasons rather than personal judgment. Customer Service Standards - Lately, I have noticed newer staff at Casula Costco are not as professional or customer-friendly as before. Proper training is essential to prevent future conflicts, as customer satisfaction is key to Costco's reputation. Overall, my experience today was disappointing. I hope Costco takes this feedback seriously and addresses these concerns.