I recently purchased a members only/ on-line only item from Costco.  Research had shown me items in this category are significantly cheaper than elsewhere.  The dual purpose coffee maker I purchased was no exception.

This post is not about Costco deals but rather their internal processes when things go unexpectedly.  In two words “exception handling” Overall  my experience was okay, the job got done but it took way more time and effort than it should have.

The Story

My purchase went through and three days later a UPS shipping label was created.  Based on the UPS tracking number I was able to see 5 days after lable was created no pickup had been made.

I contacted costco customer service who advised that if pickup not made within three days of its creation the item was considered lost.  My option was cancel for refund or cancel and reorder.

I chose cancel and reorder which he did for me.  In due course a new shipping lable was created, a new tracking number showing the item picked up with a new estimated delivery date, which was achieved.

Oops, the canceled order was also delivered, 8 days after its original delivery day estimate and the day before the reordered item. So now I had two items.

Costco Makes it Hard

Seems like a simple scenario to correct.  I call them, they send me a UPS label, I put it on the duplicate product and drop at UPS near me.

After my first call it took two days and 2 follow up calls on my part to get a shipping label to take the second item to UPS for return to Costco.

I found out that my return request was delayed by operational processes.  To me, taking two days to get the  return label is ridiculous.

I had received a duplicate item and was honest enough to let them know.  The return process should have been quick and straightforward with me receiving the return label promptly via e-mail.  And thanks for doing the right thing.

Why service agents cannot create a return without reference to operations sounds like a bureaucracy run wild.  Come on Costco, save some overhead.