Bruce G.

What a terrible website, customer service and overall experience. Even the store folks disassociate themselves from their online counter parts. I traveled 30 miles to my local store and they said I must contact the online store via phone or email in order to resolve any disputes. They made it clear they were not affiliated with online shopping, except by name. They were embarrassed.

Poorly managed website: They tell you to do the obvious when calling for support. They advise using Goggle Chrome rather than Fire Fox, Explorer, Edge... Are you kidding me? Their system has glitches in most browsers.
I could not place item in cart, obtain additional information and their site locked up...

After finally placing an order, the following day: In bold letters they provide an estimated delivery day. DO NOT USE THAT DAY FOR ANYTHING. Rather, read the fine print stating up to 4 weeks that does not appear at the time of the order placement but shows up a week afterwards when you select item. This is what the customer service representatives read out to you when you call and attempt to inform them, "I can read what it says now, it was different when the order was placed a week ago." They were unable to comprehend that the delivery information had changed from the time I placed my order to the currently displayed information. They change the estimated delivery date without a courtesy email or call. Which may not be an issue except when you using a cooler for a refrigerator.

Customer service representatives were unable to answer simple questions: It's the system or distribution or delivery service... always they, them or the system... never an individual nor Costco, just the other company fault. I spent 2 hours on the phone with Costco then the distributor (LG) then the delivery service (Innovel). The only one worth a dam was Innovel. They were very clear on what their job is and Innovel provides concise answers to simple questions. Innovel is very well managed with professionals working the phones.
Costco stores are very well managed but their online management is incompetent. They need to know how to manage online shopping, understand how distribution works and hold people accountable and train their customer service representatives on the basics. Other than that, not bad. Shop at their stores, stay away from online shopping until they get new management or learn how to run web based shopping.