Costco Reviews 3,075

I placed an order which has been sent with the worst company they could use "EVRI" obviously the parcel has gone missing. I was on the phone with Costco CS and EVRI every day. Nothing happened for 2 weeks. Then finally they processed a replacement order for only 1 item of the parcel, I called again to make them aware of the error only to hear again "I have raised this for you and you will be updated in the next 48 hours" .
This customer service is more than appalling. NEVER had such experience with any other company.Today we are on day 17 and I still dont have my items I have paid for.

I recently purchased some bathroom items from them. Everything was fine until the delivery. Their notification stated that they would give 24 hours’ notice before delivery. However, they delivered a day earlier without any notice and left the pallet on the public pavement.

There was nobody at home, but luckily I received a call from my wife informing me that it had been delivered, and I had to leave work abruptly to ensure the items were brought inside without damage.

When I raised a complaint with Costco, they were not sympathetic at all, and I was eventually given a £15 store voucher, which I felt was inadequate.
I found their customer service to be very poor.

We’ve had two recent delivery experiences and both deserve a one star rating. The first item, a fridge freezer was delivered but dropped on the front door threshold so the glass smashed and the door bent so that had to go back and it took them a week to urgently send us another one. On redelivery the men didn’t undo the packaging and install it, which we paid for! The second item was a washing machine; the van arrived, the men open the door to only discover that the item hadn’t actually been placed onto the delivery van! Again, we requested an urgent redelivery and we’re having to wait nine days… who knows if that’s going to be successful? I like Costco but I’m very reluctant now to order online anymore. Customer services are very polite they appear empathetic but don’t actually push matters up the ranks to the urgent redelivery list. One extremely unhappy customer. We’ve received a verbal apology by customer services but the company hasn’t done anything as regards a small reimbursement/voucher etc as a way of apologising. Not impressed! Costco: wake up and look at your poor reviews.

Review for Costco – Automotive/Battery Department

I’ve always trusted Costco for quality products and fair customer service, which is why this experience with their new battery return policy was disappointing.

My previous battery was functioning but five years old. Because I was starting a new job and wanted reliability, I proactively purchased a new Interstate battery from Costco in late August. Unfortunately, that battery died on me twice within a few months. Upon inspection, I discovered the battery was leaking electrolyte and had a visible bulge in the casing, which strongly indicates a defect.

I brought the battery back to Costco to return it. Naturally, the battery tested as “charged” since I had just driven to the store. However, the focus remained solely on the test result, not on the clear physical signs of failure. The first technician attempted to test the battery with a handheld device and initially tried to connect it backwards, placing the negative lead on the positive terminal. That alone was concerning.

Despite pointing out the leak and casing bulge, I was repeatedly told that because the battery tested “good,” it could not be returned. A second technician spoke to us in a dismissive tone and said he would “do it this time,” but implied we should not expect help in the future. I ultimately had to pay a prorated difference and leave with another battery.

What was most troubling was the complete lack of acknowledgment that a leaking battery is unsafe and unreliable, regardless of a momentary charge reading after being driven. Electrolyte leakage and casing deformation should outweigh a parking-lot test result when evaluating a return.

Additionally, the same technician incorrectly stated that all push-start vehicles require AGM batteries. That is inaccurate—AGM batteries are required for vehicles with auto stop/start systems, not simply push-button ignition. This misinformation further reduced my confidence in the automotive service provided.

This experience has made me question the level of care and expertise customers receive at Costco when purchasing and servicing automotive products. A policy that ignores visible safety defects in favor of a single test reading does not align with the quality and trust Costco is known for.

I hope Costco reconsiders how defective batteries are evaluated and ensures staff are both properly trained and empowered to address obvious safety concerns.

Ordered a CyberPower gaming PC during the Christmas sales for £1500 down from £2000, in this current memory crisis that was a stellar deal. Unfortunately, the system had a motherboard defect with RAM in a dual channel configuration so I phoned CostCo support to try and resolve the issue.

Since this was during a promotional period that had ended I asked if there was any way to refund the PC and order a new one under the original promotional price. After a short 5 minute hold on the phone I was told I couldn't order under the original price, but I would be able to get a price reduction when I ordered the same PC. Happy days, got a ticket reference from the customer service rep and proceeded to arrange the refund and new order.

Took the original PC back to our local, went well, ordered the new system, good, go to fill in the price reduction, "Item Number not recognised" - not so good.

No worries, phone CostCo again and get the price reduction put through by a different customer service rep, making sure to cite the ticket from the original call confirming a price reduction would be honoured.

Got the new PC in the meantime and the errors previously experienced haven't reoccured, all is well... until I receive another email stating "Unfortunately, the price match has been declined as we are able to offer a repair and replacement of parts under warranty."

I am extremely dissappointed in these proceedings, I've gone back as the email invites us to do should there be any issues. The reasoning in the email is strange anyway as I was told replacing parts was possible during the first call, but actively advised to avoid replacing parts due to the long time waiting to receive the system back!

This is still ongoing and hope to get it resolved, but review will remain at 1-star until so. Either CostCo has some communication issues between their support systems or they're doing something much worse and I very much hope it's the former...

Edit 14/03/26:
After a further message replying with all relevant information I received an email stating that I'd been 'misinformed about my elegibility for the refund and only on this premise of being misinformed would I receive the refund on this one occasion'.

I'm relieved with the financial outcome, but the whole ordeal has put me off PC purchases during sale periods.

In fairness to the staff the replies were fairly prompt and there were no communications issues between myself and the staff, just between CostCo itself it seems.

I have since received the refund of £500 back to my bank.

Tried to get membership, I work in health care, provide support and care for children with disabilities. I am trained and qualified to a high standard, applied for a membership, drove over 30mins to be told as I’m employed by a charity I don’t qualify?, I complained as it says nowhere about healthcare charities not qualifying, I am in paid / trained healthcare employment. I got back an email saying you would be legally wrong if you broke the rules? I wasn’t asking you to break the rules I was asking you how legally I’m not a healthcare worker? Your member of staff had the cheek to say it’s not a proper job seriously as she thought I wasn’t qualified, I’m sure people would trust me to support their children who some have epilepsy, leg feed, abscond and have varying conditions without qualifications.

Membership enquiries phone line refuses to connect you to an operator, just puts you straight through to voice mail claiming they will call you back. Guess what, you hear nothing back. Completely useless.

Unbelievably incompetent support from an American company, which normally pride themselves on customer support.

I brought vacuum cleaner. I am not happy with the performance. The customer service team told me. I cannot return the item because UK policy is different to USA. I thought Costco policy was of the best in the world. Its not true!! Don't buy TV's, vacuums, electric goods from Costco they do not stand by return policy. The 10.00 or 15.00 you may save or lose on petrol. Go to the locals or online retailers. It's not worth the hassle buying from Costco. I have called the number listed. What a waste of my time. I think is Catherine is AI generated response. It's fine customer service has declined.

Avoid buying from costco.co.uk!, if you don't want to lose money and lots of your time!
Almost two months ago I ordered a dehumidifier from Costco.co.uk (around £250 together with their membership)
I have never experienced such unhelpful customer service.
Firstly, my order has never been delivered to me( almost 2 months!)
Secondly, they have not refunded me yet, even after multiple calls to their customer service and online chats .
Thirdly, they have never followed up after my calls, so I had to chase them again and again to find out any information.
The people from customer service I spoke to were polite though.
But the issue with my order has never been sorted out and I am still short of money, which I could have spent better somewhere else.
The company breached Consumer Rights Act 2015 :
they took my money but neither fullfilled their duty to deliver the order to me, nor refunded.
If you are thinking to purchase something online from them, think twice, because they are not helpful at all when something goes wrong.
They just take your money and seems do not care or take responsibility afterwards.
I regret ordering from them very much!

I cannot leave reviews for items purchased several months ago.
I wanted to wait a while before reviewing to make sure the items stood the test of time.
I received an email to review one of the items, which no longer works, but did not receive an email for another one I want to review.
I think it is important to let people know if there are issues with anything, so to not be able to do this makes you wonder if they are avoiding negative feedback.

You queue to get in, to pay and to get out after being searched. This will be our last year as members and we joined before Derby built and there was just a joining hut on site.
Yesterday at 12 o'clock half the tills were closed and queues right back down isles. We left shopping and walked out. Again

Purchased a large 15ft x 6 shed. Was delivered on a Monday each panel box stacked on top of each other by delivery crew.
Our arranged Installers x 3 arrived on Tuesday for construction and found bottom panel had a hole in one of the roof panels. They made me aware right away whilst the panel was still in box. Photos were taken and I contacted Costco straight away. I was then given the run around and told by Costco to contact Keter whom I did, but were not responsible. Costco then told me to contact the delivery team for a replacement part who told me they didn’t store them and who weren’t responsible. Long story told the builders had to attend again to fit the replacement part which couldn’t be delivered until days later. The builders built the shed as they had planned on the day arranged to do so. However we had to pay them another £250 to come back days later to replace the damaged panel which was expected as it wasn’t their fault. Costco have refused reimbursement of the payment for the builders to fit the other panel and the customer service from them has been terrible. We have sent all info as we were asked re photos etc however the manager who contacted us said they would not refund as it was our fault and said we should have unpacked and checked at time of delivery, At no point were we asked to check by delivery team and the defected box was at the bottom of the pile with the remanding 6ft plus panels stacked on top.
Please be aware if you purchase anything like this from Costco. Everything is fine until you are faced with an issue like this. I have checked legally and they are definitely in the wrong however, wont accept responsibility and they are not willing to refund. I believe this is in a hope customers will give in. Please be aware.

Very disappointed experience with the optical department in Edinburgh. I ordered the lenses and gave them my own frame. I was told it will take about 7-10 days. After 15 days, no message, no phone call, I phoned them several times, they promised to check for me but no follow up call. I phoned again and I was told that the frame was broken during the installation of lenses, and they asked me to pay for a new frame! There was no warning when I gave them the frame, but the guy said there is always a chance this could happen. Extremely poor service. Now I have to keep waiting. TERRIBLE service.

Ordered a bosch washing machine to replace my old one which was working but old.They took my old one ,fitted the new one and when I went to have a look I had to inform them that I ordered a white bosch not a grey Haier.They would nt put my old one back(they could nt?) and they could take the Haier back(they said there was no room on the van).Rang customer services straight away and gave them all the details and was told someone would ring back,nobody did so I rang costco to ask when I would get the one I ordered and Tracy said they could nt give me a new date and that her line manager said I can't use the new one and refused to answer if I would be reimbursed for going to a laundrette,told them my wife is ill and I need the washing machine asap.After venting my frustration about the unbelievably poor service and being refused to speak to the line manage Tracy said she would raise a complaint.So far nobody has got back in touch.I can't blame the delivery blokes as it was the address label put on the wrong machine,but everything else has been a joke,why they could nt put my old one back when I asked is beyond me.Update 20/2/26 I did nt use the wrong machine but new one arrived today so all good.But I just think it was wrong for me to do the chasing up,it should be Costco sorting ASAP.The lady on the phones and her team leader should have been a lot more helpful,once the delivery blokes had unpacked the wrong machine they could nt sell it as brand new so to say I could nt use it was wrong.

Beware when ordering electrical goods online from Costco if you expect a reasonable delivery time, as Id have expected from such a respected and trusted company like Costco, I ordered a new 65 inch LG television and waited two days before being contacted by a third party delivery company online to choose a suitable delivery date. The earliest date they offered was 9 days away making it an 11 day delivery from when I bought the television. Not good enough Costco when John Lewis could have delivered in 2 days, I wish I'd bought it from them.

In the past I have always been satisfied with shopping at Costco in Derby however all was tainted yesterday by the attitude of a female member of staff on the customer service desk and I felt it necessary to discuss the issue with the manager. The issue was where to queue to be served and as there was no sign to say queue at the other end of the desk I would have needed a crystal ball to have known that this was the system because I did not enter the store at the exit entrance! All this annoyance and ill feeling was caused by lack of any instructions on the customer service desk and I did not expect to have been treated the way I was as it was not necessary. I hope the manager will take this on board, put up CLEAR signage and avoid this happening to anyone else. One plus was to thank the lad who eventually served me to renew my card as he had such a pleasant and helpful attitude and although it was not his issue he apologised on behalf of his rude colleague.

I was a member of Costco for years and like the shop, but their customer service is awful. Rude and uncaring, I’ve had more polite interactions with AI customer service platforms.

I had a very disappointing experience at the Reading Costco warehouse on 13 February 2026 when requesting a price adjustment.

A manager named Sean told us they “do not do” price adjustments. When we politely asked to see the written policy, he told us to “Google it ourselves,” which was very unprofessional. As paying members, we believe it is reasonable to ask to see the official policy in writing rather than being told to search for it ourselves.

He also stated that price adjustment policies differ depending on the manager and the store. For a large international company like Costco, this sounds very strange. Policies should be consistent and transparent across UK warehouses.

Another manager, Jana, joined the conversation, but instead of clarifying the situation, both managers raised their voices and repeatedly refused to show us any written policy. We were spoken over and not given a fair opportunity to explain our position.

Prior to visiting the store, I had already emailed to request clarification on the return and price adjustment policy but did not receive a written copy.

One of the main reasons customers pay for Costco membership is the clear return policy and price adjustment practice. If policies have changed, that is understandable — but they should be clearly documented and communicated professionally.

Very disappointed with the attitude and lack of transparency from management at this warehouse.

I’ve used Costco online many times without any issues, including for high‑value items like computers and phones. Unfortunately, when something did go wrong, the customer service was appalling.

We ordered AirPods as a gift. The outer delivery envelope arrived intact, but when we opened it, the AirPods box inside showed signs of tampering. One seal tab came off easily, but the second ripped unusually, and the box appeared to have been re‑sealed with glue. Inside were only the instructions — no AirPods. The weight printed on the package was also far too heavy for the item, which I pointed out to Costco along with photos.

I reported the issue immediately, and Costco told me it would be resolved within 48 hours. Over a month later, nothing has been resolved and no refund has been issued. Today I finally received a response saying they “believe the parcel was delivered correctly,” which is extremely frustrating given the clear evidence of tampering.

Because Costco online have refused to refund me, I now have the hassle of making a Section 75 claim with my card provider for goods that were never actually supplied. In the meantime, I had to travel to my nearest warehouse to buy another pair — and we even filmed ourselves opening the box in front of staff to avoid being victims of fraud again.

The contrast between Costco’s online customer service and the helpful, friendly staff in the warehouses is huge. This experience has completely put me off ordering online from Costco again. If I ever do, I’ll be video‑recording the opening of every parcel.

Bought a couple packs of Korean Red Ginseng drink last week, stated on the price tag that there was no VAT applied on the product. The warehouse in Haydock charged us VAT on this product, and we could barely notice it just after we got back home. We confronted them a few days later with the receipts, and what they showed us in response was their up-to-date price tag with VAT applied, which was not the price tag on the day we purchased; it was such a scam... The attitude of one staff member was not good or serious throughout the whole time as well. It's been the most disappointing and awful after-sales experience ever. (P.S We now have some pictures for the price tag at the time we purchased, but already tired to bargain with them....)