Carole sent a message to W. Craig Jelinek – President and Chief Executive Officer of Costco Wholesale Corporation email address that said:
I am trying to get a treadmill delivered to my home by the vendor Ideal Lease. The delivery company is very inflexible only giving me Wednesday from 9 am to 1pm. They will not give me later week day times not weekend delivery option.
Majority of your customers work during the time this vendor makes deliveries. Why should customers have to take half a day off work and lose money in order to do business with Costco? Why not choose vendors who offer more flexibility such as hours from 10 am to 7pm or 11 am to 8pm and weekend hours. This would meet the demand of the customers. Currently there is a serious disconnect in this area for your company. You have the opportunity to change the way delivery companies treat your customers and can raise the bar of customer satisfaction, which will ultimately positively impact the company's bottom line. Please do not take your customers for granted. History has shown that when giant retailers like Sears, Kmart, Walmart, etc take their customers for granted it negatively impact them in ways that they have never recovered. Take my example as a warning of what is going on with the customers who never notify the company but stop doing business. I would like to keep my Oder for the treadmill and I am looking for a later week day delivery of after 4pm of weekend delivery. My name is Carole, Let me know if you can make this happen. If not, kindly cancel my order and issue me a refund. Thanks.
Carole
