Barbara sent a message to W. Craig Jelinek – President and Chief Executive Officer of Costco Wholesale Corporation email address that said:
Mr. Jelinek,
On Saturday, June 18th, I had a very unpleasant experience at the Mayfield Heights Costco and feel it necessary to communicate the issue to you.
My husband and I recently re-joined Costco and I went to the store on Saturday to obtain a replacement membership card. I made the mistake (unknowingly at the time) of heading towards the Customer Service area through the wrong entrance. A woman checking receipts practically assaulted me and literally screamed for a manager. As if this wasn’t embarrassing enough, the manager insisted I go back to the entrance, walk completely around a group of people entering the store, only to get back to the EXACT SAME PLACE I WAS STANDING. He was also unapologetic about how I was treated upon entering the store and indifferent to the fact that I was upset about what had just happened. What he should have done was adopted the “customer is always right” attitude and handed me over to someone that could provide me with a membership card, SINCE I WAS THERE TO SPEND MONEY IN THE STORE.
As a 30+ year customer service professional, I realize how important excellent customer service is to an organization. How the employees at the front door of an establishment treat customers is critical to the long-term success of their business. The Mayfield Heights Costco fails miserably in this area.
My husband and I intend to cancel our membership and shop elsewhere for our family of four.
Hopefully corrective actions will be taken to ensure this situation doesn’t happen to anyone else.
Sincerely,
Barbara
