I am a happy Costco shopper. I have purchased numerous items from their store and have always verry happy with the service and prices.
While walking past the numerous Kiosks one day I noticed they provide flooring services. I called and the installer met me at my house when scheduled and was very helpful. After that, it all fell apart. The Installer did not respond in a timely manner and had lots of excuses.
When I finally met with the salesman to sign the contract, it had a clause that spcifically and unilaterally limited their liability for anything. When I questioned it with the local store, they said they could not change it. I signed the contract with the understanding that I would cancel it within the three days allowed if Costco or the installer did not provide something in writing that they would repair any damages caused by the installation. The installer called me back and said they were not allowed to do that because they were a Costco subcontractor and Costco prohibited that.
I spoke with the Costco representative( Wendi French) who was argumentative and talked over me. She finally understood that I wanted something in writing and she escalated the request. She called me back promptly to say they would not put anything in writing. I cancelled the contract.
I feel angry and disappointed that Costco will not put in writing what I hope they would do in terms of customer service. I wish they would step out from behind the skirt of their legal department and put their good service and intentions in writing. I would work with them if they did.
Otherwise, I will shop the floor job I have and find someone who is willing to be accountable. Greg Elam, M.D.