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Thread: How's this for customer service?.........

  1. #1
    Join Date
    Nov 2006
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    Central CA
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    How's this for customer service?.........

    About a month ago I bought a 3-pack of reading glasses from Costco. I didn't like them so I went to return them and exchange them for another style. The outdoor food court got in my way and made me stop for a berry sundae (damn food court!). I left the package of glasses in my cart while I waited in line. There was only one person in front of me. The cart was no more than 15" away at any time. I ordered my berry sundae (very yummy) and went over to my cart and someone had lifted the glasses. Some stinkin', selfish, low-life thief stole them.

    Well, I'm a bonehead and I shouldn't have left them in the cart. They were only about $20 and I'm not going to starve for the $20 so I chalked it up to experience. But I went to the membership desk, explained what had just happened and asked if they wanted me to fill out a report or something. They asked me for my membership number/card and the next thing I knew, they looked up my purchase of the glasses and refunded my money!!!

    Way to go Costco!!!
    Thanks, Mark.

    Custom Bonehead.

    My diet is working good. I'm down to needing just one chair now.

    "Just think how stupid the average person is, and then realize that half of them are even stupider!" --George Carlin

  2. #2
    Join Date
    Dec 2006
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    Fredericksburg, VA
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    161
    That's great, Mark! I've always found our Costco's management team to be very professional and always ready to help. Here's and example...

    About a year ago, I had to stop at the Costco on my way home from work. This isn't my "Home" store, merely one that I pass leaving the office, 55 miles from home. I bought five items, one of which was a 3-pack a really good-looking strip steaks. I get out to the car, throw everything in and hit the road. I got home, only to realize that I left the steaks in the cart, sitting in the middle of the parking lot!! After an unconsolable five minutes, my wife suggested I call the store here and explain, and see if there was anything they could do to correct my "dumbness". The manager I talked to checked my purchasing history, and told me to come in and find her. About 30 minutes later, I was walking out with a new package of meat!

    Way to go, Costco!!!

    - Keith

  3. #3
    Join Date
    Oct 2006
    Location
    Tokyo Japan
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    Yep, here in Japan, they are great too.

    My wife bought a box of stuff, and it was the wrong size etc, almost a year later we went to the store with the product, and no receipt and they took it back no problem, my wife was dumbfounded
    The pessimist complains about the wind; the optimist expects it to change; the realist adjusts the sails.
    William Arthur Ward

  4. #4
    Join Date
    Nov 2006
    Location
    London, Ontario
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    Quote Originally Posted by Mark Rios View Post
    The outdoor food court got in my way and made me stop for a berry sundae
    That's YOUR fault for living in LaLa Land. Ain't no outdoor food courts at MY Costco's. They're all indoor, but situated so that you pass them on the way out.

    I find that much better for my waistline. By the time I get to the food court I'm (a) tired of being in this monster store and I want to go home and (b) dealing with the fact that once again I spent $200 in Costco and am not willing to give them another $5 for a snack.

  5. #5
    Join Date
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    Rochester Hills, MI
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    LOL Art. I know what you mean. My next door neighbors call Costco "the $200 store" all the time.

    John
    "The bitterness of poor quality remains long after the sweetness of low price is forgotten"

  6. #6
    Join Date
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    Quote Originally Posted by John Pollman View Post
    LOL Art. I know what you mean. My next door neighbors call Costco "the $200 store" all the time.

    John
    Friend of ours pointed this out to us... if you're shopping for groceries, you can pretty much just count up the items in your buggy and multiply by 10. Because it seems that on average it costs about $10 per item.

  7. #7
    Join Date
    Nov 2006
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    Mountain Home, Arkansas
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    When I owned my Sears Roebuck franchise store we gave that kind of service. What the customer needed, the customer got. Then Sears changed their service/returns polcies. I had to follow or get out or starve or both. Customers immediately lost confidence in spending their money with Sears. Sales dropped dramatically. I closed down less than two years later and opened a different business. Taking care of the customer can sting in the short run but pays big dividends over the long haul.

  8. #8
    Join Date
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    Quote Originally Posted by Frank Fusco View Post
    When I owned my Sears Roebuck franchise store we gave that kind of service. What the customer needed, the customer got. Then Sears changed their service/returns polcies. I had to follow or get out or starve or both. Customers immediately lost confidence in spending their money with Sears. Sales dropped dramatically. I closed down less than two years later and opened a different business. Taking care of the customer can sting in the short run but pays big dividends over the long haul.
    I definitely agree with what you say here Frank. About 1980 I bought a belt sander from sears. I had their circular saw, a radial arm saw, drill, jig saw,10" tablesaw, band saw and a table sander with a disc and was always looking at their tools. The belt sander would not track correctly, could not keep it in line. I took it in through the doors under the words "Satisfaction guaranteed or your money back" and the man at the desk said I dropped it. I honestly didn't think I did, but I thought about it for a moment. No sir I don't think I did, well the crux of the story is he blew me off, I left the store and have not spent more than 50 bucks if that since then. Oh, up till then I had taken nothing back. Still remember his name, who me? hold a grudge? no, but I remember things. I was going to sue only to have the words removed from above the door but I didn't.
    Shaz
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  9. #9
    Steve Clardy Guest
    Sure wish we had a costco store around here.

    I keep hearing about their great service

  10. #10
    Join Date
    Oct 2006
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    ABQ NM
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    Quote Originally Posted by Art Mulder View Post
    ...and am not willing to give them another $5 for a snack.
    $5 for a Costco snack? Must be the exchange rate thing. At my local Costco you can get 2 hot dogs, a Coke, a slice of pizza, and a berry sundae for something like 12 or 13 cents, I think.

    I make a fair amount of my hardware store purchases at the local DoIt Center, sort of a regional mini-borg chain. I like giving them my business, since they have helpful staff, and it's small enough that you get to know everybody who works there. A few years ago my brother-in-law and I went there to buy a bunch of bulding materials, including a framing hammer. We got home and realized we'd left the hammer in the cart in the parking lot. Went back to the store later that afternoon, and the clerk who rang up our original purchase had the hammer behind the desk waiting for us when we got there. He saw it come back into the store in the cart, and remembered selling it to me. He said he knew I'd be back.
    When the going gets weird, the weird turn pro. - Hunter S. Thompson
    When the weird get going, they start their own forum. - Vaughn McMillan

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