Costco Reviews in Chicago, Illinois
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Costco review in Chicago, Illinois: Bad chicken
Costco Pharmacy Staff Review
Sold a Lemon of a TV by Costco
COSTCO - Censured Reviews
Update by user Dec 02, 2011
The last email I received from Marcy Emery,
Hello Mr. Hill,
I was just informed that you review will be posted. The item is currently out of stock, so if and when the product becomes available you will see your review.
Supervisor- Ecommerce- Yakima Contact Center
Basically this was there way of getting a good laugh!! Since they refused to post my review, I went ahead and started my own websites with the review.
Thank You for taking the time to read this review and hopefully this helps you.
Original review posted by user Nov 01, 2011On Sept 18, 2011 I contacted COSTCO.COM customer service to inquire as to whether or not a particular TOSHIBA laptop they had on sale had a "˜backlit keyboard'. Shortly thereafter I received a call back confirming that indeed it did have a "˜backlit keyboard' and I could go directly to the TOSHIBA website to confirm this, which at the time was the TOSHIBA P755-S5276 Laptop. I also noticed at this time that the web page also stated "˜sold exclusively at COSTCO.COM'. Based on the information provided, I went ahead and placed an order for this laptop. A few days later the laptop arrives and I began loading all my software, upgrades and personal info. Later that day I could not figure out how to activate the backlit keyboard so I contacted the "˜Costco Concierge Technical Support' at which time I was forwarded to the TOSHIBA tech support, where I spent several hours and several disconnected calls on trying to get the backlit keyboard to work. We were doing this because the TOSHIBA specs said it should have a "˜LED Backlit Keyboard' of which the COSTCO tech confirmed with the TOSHIBA Tech. After several hours over 2 days, TOSHIBA said they would send out a return box to have the unit repaired. 4 days later a box arrives of which I put the laptop in and dropped off at the nearby Fedex Office. A week later I receive an email stating my laptop was on it's way back with the following repairs, Resolution : Replace Hard Disk DRIVE 750G 5400RPM-TOSHIBA-9.5MM Stunned, I immediately emailed TOSHIBA support to find out if this was just some kind of typo. A few hours later I emailed them again. Never once did I receive a response. A few days later the laptop arrives back with the original paperwork and a repair ticket stating they replace the "˜Hard Drive'. I then contacted TOSHIBA support and spent another hour going over the same drill as last time. I then called "˜Costco Concierge Technical Support' to get help only to be patched in to TOSHIBA Tech support again. After going back and forth a few times, TOSHIBA wanted to send out another "˜Return Box' in 3-5 days. I tried to explain this was unacceptable since I was due out of town in 2 days at which time I needed a laptop also. I asked to send the unit back, overnight in the same box I received it in that day and to give them an address where to send the repaired unit. TOSHIBA continued to say this is not "˜company policy' and would do nothing further. At one point they said I could purchase the upgraded insurance to help expedite this issue?????? ARE YOU KIDDING ME!!!!!!!! During this exchange, the only support COSTCO.COM could offer was "˜I'm Sorry'. All I was asking for was to OVERNIGHT THE LAPTOP BACK!!!!!!!!!! So I could get what I thought I purchased 2 weeks ago! WOW! Finally, I asked to return the unit and I'll go elsewhere. Went to the nearest COSTCO store and returned the unit Later I receive an email (Let your voice be heard on Costco.com!) from COSTCO.COM asking for a review of my recent purchase. So I wrote the following, "Toshiba Specs said 'LED Lighted Keypad. Unit arrived with NO LED Lighted Keypad? Contacted Costco Tech and spoke with Costco and Toshiba for several hours over 2 days due to several disconnections and no calls back when promised? Per TOSHIBA I sent the unit back for repair (Brand New Out of the Box) only to have unit arrive back 9 days later with an attached work order 'Hard Drive Replaced'?????? Contacted TOSHIBA and COSTCO immediately to get resolved. TOSHIBA wanted to send another 'return box' out in 3 to 5 days and send it back again for repair??? I explained I was not going to wait another 2 weeks and this was unacceptable. I suggested to send the unit back overnight in the same box it came in and they refused. They said this was their policy? Understandable if this was a normal warranty situation, but it was not. COSTCO offered no help either, other than their apologies. So here I am, 2 1/2 weeks out, no laptop, COUNTLESS HOURS wasted with TOSHIBA TECH SUPPORT and leaving town for a week with NO LAPTOP!!! Unit was returned today and I am purchasing a DELL XPS 15 through DELL. I WOULD NEVER IN MY LIFE RECOMMEND TOSHIBA TO ANYONE!!!!!!!!!!!!! Not to mention COSTCO when it comes to CUSTOMER SUPPORT!" After a few days went by, I checked to see if they posted my review, they did not. I contacted COSTCO.COM customer support asking as to why my review was not posted and after asking me how long ago I posted, their response was "˜it can take a couple of days'. So I posted another review, checked a couple weeks later only to see no review. Once again contacted COSTCO.COM only to be asked how long ago I posted and they responded with 'it can take a couple of weeks'. WOW, amazing how the time line changes based on my response. Extremely irritated at this point, I called back and asked for a specific reason as to why they would not post my 100% documented review. It's bad enough the way the initial purchase was handled, now they wanted to censure my review from others. What happened to "˜we do not pick what reviews to post'? I ended speaking with a Marcy Emery who said she would look further into this and get back to me. After a few days lapsed and no call from Marcy, I called her. Once again I was given the run around and a promise to call back with an update. This time I did receive a call back only to be told the "˜buyer' were not going to post my review because it was more about my experience with TOSHIBA Customer Support and COSTCO Support and not so much about the product? I thought "˜support' was part of the product purchase!!!!!!! She also proceeded to state that the specs never said "˜backlit keyboard' and I was misled. Even after emailing the printed specs from TOSHIBA (which have been since changed) Marcy Emery tried to excuse away the issues by blaming TOSHIBA and "˜there's nothing saying COSTCO on those specs'. She continued on by explaining how they should have "˜never told me that', and "˜I am going to take that up with the buyer' and last but not least "˜I am sorry'. At one point she was making it sound as if it was my fault???? But even though Marcy repeatedly confirmed how badly COSTCO.COM handled this from the beginning, were not going to allow you to tell others!!!!!!!!!!!!!! Refusing to accept this explanation, I explained one way or another that review was going to be posted so others can read and decide for themselves as to whether or not they would purchase anything form TOSHIBA or COSTCO.COM. COSTCO.COM and TOSHIBA support at it's best!!!!!!!!!!!!!!! So the next time you want to PURCHASE something from COSTCO.COM or TOSHIBA, Just remember….if they mislead you….if they screw your order up….if there is anything wrong….YOUR ON YOUR OWN! According to COSTCO and TOSHIBA CUSTOMER SUPPORT is exactly just that, Two Words. No Meaning, just Words! Thank You for your time and Good Luck!
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