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A friend and I order 2 Snuggledown duvets from Costco's online store in January 2016 using my friend's Costco account. We waited 2 weeks before we got a delivery, despite being promised 3-5 days. This was largely down to an incomplete address being supplied to the delivery company.

Just looking at the parcel gave us a sinking feeling. Sure enough, there only one duvet present. This was exceedingly frustrating but Costco were informed the very next morning. They promised a replacement would be sent. And then it all went wrong. Weeks have gone by. They said it was despatched from Norway (presumably Snuggledown) and the suppliers had insisted 2 were sent. They tried to say we had to take it up with the supplier, and we had to point out that in law the contract was with Costco and our contract is solely with them. Still they prevaricated, insisting that 2 duvets had been despatched in one parcel, often taking days to respond to emails. In the end, we had to contact Trading Standards for advice on what to do. Even after that, their latest email today suggests that it's our fault. Snuggledown put that the parcel weighed 10kg (it didn't because one duvet doesn't) and - here's the thing - my friend had signed for the parcel without checking its weight, and its weight was (allegedly) stated somewhere on the delivery sticker. Or maybe it's my fault, since I was there too and I should have rushed out to the hall and told her to weigh before signing. Because everyone has a set of scales at their front door and checks the weight and weighs their delivery, right? So now we've had to go back to Trading Standards. It's like banging our heads again a wall. It looks like we'll have to sue them through the Small Claims Court. :(

Even though this story still isn't over, I wanted to warn people not to use COSTCO's website. If anything goes wrong, you'll have an almighty battle on your hands. AVOID Costco online at all costs. And it might be worth avoiding anything SNUGGLEDOWN too.

Reason of review: Poor customer service.

Costco Cons: Customer service, Delivery.

Location: London, England

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Guest

Good luck with that law suit. When you sign for a package your agreeing that you received everything listed and is in good condition. Don't blame someone else because you didn't check before signing.

Guest
reply icon Replying to comment of Guest-1105892

In the UK you are signing that the package was received in good order, not that the contents have been checked. With good reason - the system would fall apart if every delivery man had to wait while you unpacked and checked everything.

The onus is on the consumer to report promptly any shortfall or damage once the item(s) have been inspected. Which we did.

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