Customer Disservice Chronicles, No. 8

The Following Letter has been sent to Costco Wholesale Headquarters. News updates as warranted.

July 21, 2009

RE: Customer Service at
Costco Wholesale
13463 Washington Boulevard
Marina del Rey CA 90292


I visited the above-noted Costco store twice in the past week. In our first visit, my wife and I re-upped our membership dues, even though we shop less-frequently at Costco. But throughout the year, yes, the savings do come back to us, so it’s worth it! We’ve always had good experiences with Costco. Which is why today’s interaction with some employees threw me off a bit.

I arrived prior to 10a.m., which I thought was late for Costco to open, but I’m rarely shopping there at that hour so I don’t know the times well. As the doors lifted we were told this was the time only for “Executive Members.” There were perhaps 100 people there. I can’t imagine a large number of shoppers stayed away due to not being “Executive Members,” but instead were at work to earn money to spend at places like Costco. I didn’t check the hours on-line because I wasn’t near a computer, but also because 10a.m. seems like a reasonable hour to shop.

I was there to drop off a prescription for contacts. That’s all. I wasn’t allowed in either side, not the entrance nor the Member Services area near the exit. The only explanations were “Executive Members only!” and when I asked if I could drop the Rx off and pick it up later, the woman shook her head and said “Nope, sorry.” My time was shot, basically. I wasn’t going to wait an hour just to hand somebody a piece of paper. Was the Optical Department open? I will never know. I got a “Nope, sorry” and she turned to talk to somebody else. Should I come back another time? When is good for you? Are you looking for people who appreciate their jobs?

Perhaps I can have an explanation of why a Gold Star member has to wait until 11a.m? I’m hoping that the Executive Members are treated to special events inside, prior to 11a.m. Free coffee and a scone bar, everybody loves free food. Maybe a private concert by adult-contemporary legend Kenny Loggins, or perhaps a relaxing massage as they stroll the aisles in beautiful, Executive Membership Fee Paid-for Silence. No kids. No screaming. Nobody walking away from their cart which they’ve left blocking the middle of a main aisle while pondering the 3lb. bag of almonds (really a good deal, I have to admit) or make small-talk over a sample of a taquito (they have no intention of buying the taquitos).

Is this the utopian shopping experience I am missing?

I don’t really care. I just wanted to hand somebody my contact prescription and get it later, way out of my normal travel route. And what I left with was a “Nope, sorry.” Next time I want to be treated like my presence is pointless, I’ll do it someplace without a membership fee.

So I’m speaking for at least some of the Gold Star riff-raff when I say that I don’t mind paying my fee for the Savings I get from Costco, but perhaps some of the fee should be diverted to a class for “How to talk to Customers without coming off like you can’t be replAced”-types. Nobody’s perfect. But the effort counts.

Sincerely,

Geoff Lott