Complaint Review: Costco.com

I have been using Costco.com for my Christmas shopping for several years now and have always been pleased with price and service.

This year I ordered two Gift Baskets for relatives back east and the order has been a total nightmare!  After placing the order I received order confirmation and shipping/tracking info.  One package was sent via UPS and the other was shipped via Fed Ex.  The UPS gift basket was delivered (left on the front porch) without incident.  They attempted (Fed Ex) delivery of the second package but didn't leave the package because no one was available to sign.  I received a tracking update stating they would make another attempt before returning the item to the vendor.  I called Fed Ex to find out why they couldn't leave the package at the front door (my relatives live in a gated community) and I was told it had been shipped "signature required." 

I then called Costco.com and they of course placed the blame on the vendor (Popcornopolis) in California.  They offered to call the vendor and Fed Ex on my behalf and I agreed to be placed on terminal hold while they sorted it all out.  When the Costco agent came back on the phone, he said everything had been handled and the package would be delivered the following Monday.  This was really weird considering Fed Ex had promised to make a second delivery attempt that same day.  Costco.com also stated they didn't require signature confirmation and it must have been the vendors fault.

I called the vendor and they contradicted everything that Costco.com had told me but they were extremely sympathetic to my plight.  They assured me that Costco had dropped the ball, not them.  I ended up calling Fed Ex six times, Costco six times and Popcornopolis three times. I found Costco.com to be the most deceptive and I believe ultimately they were responsible for the entire mess.  I know they lied to me several times just to get me off of the phone.

This saga did come to an end on 12-7-13 when the Fed Ex driver pulled up to my brother-in -law's home and proceeded to throw the package over the fence.  Yes, he actually tossed the package over the fence.

I have filed a complaint against Fed Ex and I have escalated my complaint against Costco.com.  I was contacted by a Costco representative today and it was obvious she just wanted to close the complaint (she didn't even ask me what had happened to make me so angry with Costco.com) so she gave me two options.  One: Costco would send another gift basket (this was never an option for me considering the first experience) or Two: Costco would refund the cost of the second order in full.  Of course I went with option #2 but given the fact I was on the phone/email for a total of 3-4 hours, basically doing Costco's job for them, I felt like neither option was acceptable. 

Believe it or not (I did save the email..LOL) Costco.com had the nerve to send me an email asking me to refrain from contacting their vendors and shipping agents!  Excuse me!  I'll call whomever I want to call; I don't need Costco.com's permission.

Anyway, that's my experience with Costco.com.  Buyer beware:)