Avoid shopping online at Costco!
Written: May 17 '05
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I visited the Costco site to order ONE digital camera. After going through all the necessary steps, the site told me that it was unable to process the order and to retry. Now, let me first tell you, that I VERY technically aware and order online VERY frequently.
I decided to retry. Again, their site told me that it was unable to process my order.
I then called their 800 number and a very helpful, courteous rep told me that the problem was on Costco's end and not to worry, but to retry again after an hour or so.
Well, thank goodness that I did not retry a third time. I checked my emails an hour or so later and was shocked to see that the orders for TWO (not even for one) digital camera went through. How is it possible for an order (never mind two orders) to be processed, when their site tells the customer that it was NOT processed? That does not make any sense to me. That is definitely a faulty system and they need to admit to that and apologize for the great inconvenience that they have caused.
I then emailed you back and asked to kindly cancel one of the orders since I only wanted ONE digital camera.
I called their 800 number shortly after to make sure that two digital cameras did not get shipped out. I spoke to a rep. He seemed courteous and helpful. He told me to not worry, that both would NOT get shipped out, and that if there were any problems his supervisor would call me back. I sat by the phone for most of the day waiting for a call back, then I incorrectly concluded that the order must have been canceled.
The following morning, I decided to make sure that in fact the order was canceled. I called the 800 number and asked to speak to the same rep that I had spoken to the day before. Very interesting system they have. Every time I ask to speak to an actual person, Costco tells me that they're unavailable. I find this difficult to believe. I call it poor customer service.
So I now spoke to another rep. She first told me that they are making every effort to cancel one of the orders.
She called back about an hour later and said that they were unable to cancel the order. I was extremely upset. How is it possible to be unable to cancel an order if it is still in their warehouse? Costco had 24 hours to cancel the order. I do not believe that they were unable to do so. They either slackened and ignored my requests or they had some bad intent and wished to upset the customer, as well, as try to make more money, by forcing us to pay for two digital cameras. It is impossible for a company to be unable to cancel an order, unless if they are being held captive. How, in God's name, is it possible for a company to say after 24 hours, that they could not cancel the order? No other company has ever done that. Not Walmart, not Amazon, not Nordstrom, not anyone.
This second rep said that her supervisor would call me right back. That never happened. None of this would have happened if the first rep had stuck to his word and had made every effort at the beginning to cancel one of these orders. He did not even try. He did not have someone call me back when he encountered difficulties. Costco's email department has still not responded to my original email.
I called their 800 number. This time I spoke to a third person (actually I'm losing count now). She barely listened, but pretended that she did. She told me that a supervisor would call me back within the next 4 hours.
A supervisor called me back and said that they cannot do anything and she gave me some rubbish about being results-oriented. Well, guess what, so am I. The only difference is that I don't spend my time in rubbish meetings as does she. Her results and Costco's results are just words. Mine are action.
I cannot believe that they were unable to cancel one of my orders. They had more than 24 hours to do so. Costco is not man enough to apologize and admit that it was their faulty system to begin with. They are backwards and need to get with the program. Avoid shopping online at Costco.
Recommended:
No
What product did you purchase or try to purchase? Digital Camera
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Epinions.com ID:
grenada
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Reviews written: 6
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