This seems to be a recurring question and issue with readers of my blog so I decided I’d make a quick little post about this topic. You probably read on my blog that I’ve had a bit of a problem getting my coupon books the last couple of times; September’s was rather later and this last one didn’t come at all. So, I sent some email to the Customer Service team at Costco and here is their response:
The primary member of a Business or Goldstar membership, as well as the Business add-on member with a home address on file, will be sent these coupons. Below are a few reasons why members may not receive these mailings:
- Member previously ‘opted-out’ to not receive mailings from Costco
- Mailing address is incorrect in our system
- Address has changed within the last three months
- Became a member within the last two months
- Membership has expired
Please visit your local Costco Membership desk to update your address, renew your membership, or to change your mailing opt-out status. You may also contact Costco Member Services at 800-774-2678.
I’ve heard that the opting out problem can occur when you sign up because of the options that they have listed for receiving mailings can be somewhat misleading or just easily over-looked. The incorrect or no longer valid address information seems pretty obvious and self-explanatory, as well as having an expired membership. The one that is good to know is that it may take two months after you sign up initially for membership, before you start to receive your coupon books.
In any case, if you are having trouble receiving your coupon book it is best to call the 800 number for Costco Member Services (mentioned above) or stop by the Membership desk at your local Costco to get the problem fixed and hopefully receive a copy of the current coupon book. I tried calling my local Costco’s membership desk repeatedly (10 – 12 times) on Monday and they never picked up the phone (could they really have been that busy?), so I would certainly suggest stopping by in person might be quicker and more productive.
1
Saige //
2008.11.21 at 2:35 pm
I was getting my coupon books right on schedule for a while, and the last one (not the current, but previous) never arrived. So, after waiting a few days into the coupon window, I visited my local Costco’s membership desk to inquire. They went through all my personal info, confirmed it was correct, etc., and handed me a coupon book. The current book just arrived last week, before the sale event started, so it appears I’m back on track. They were very nice about it (of course!) and it took about 3 minutes, so I would suggest if you’re not receiving yours to just address it with them and you will be a-okay there on out…
2
Mindy //
2008.11.25 at 8:13 pm
I have never received Costco coupons before. (I’ve been a member for years) I even stopped a year ago at the Customer Service desk and asked why. They couldn’t figure it out. After this post I went in today and asked if I had “opted out” and I had. Hopefully they have fixed it now. Thanks for giving me something to check. I would not have thought of asking that!
3
Mohd A. //
2008.12.31 at 11:25 pm
First coupon book of 2009 is out! Good from Jan. 5th till Jan. 25th 2009….Costco switched to cheaper unglossy paper for their new coupon book.
4
Joe //
2009.01.01 at 5:30 pm
All the above for me: moved to a different location; upgraded from regular to goldstar; opted out of mailings. So, I took care of the change of address and then realized that we had opted out on mailings when we upgraded, so I changed that preference. This all happened about nine months ago, and we have never received any coupons catalogs or mailings from Costco. It would be nice to have them mailed to the house; it’s no problem going to the front desk at Costco and customer service graciously gives me a catalog. Both times that I have been given a catalog, I ask customer service to check and see why we are not receiving the catalog. Everything is in order ( e.g., mailing address, opting in for mailings) but the catalog does not come.
5
Jules //
2009.01.09 at 6:55 pm
I went to member services at my local Costco. The answer I got was that only certain members get the book mailed to them and there’s nothing they could do about it.
6
Kimberly //
2009.01.10 at 2:57 pm
You know, I’ve heard various things along the same lines when I’ve asked customer service people in the stores about the coupon books. One guy even told me that Costco has nothing to do with sending them out; which I completely do not believe. So, I don’t really know that they’ve really got a good handle on this issue. When I’ve asked the online Customer Support people (Costco headquarters) I’ve never gotten this kind of response or I’ve been told that the coupons that are only for Executive Members will very clearly say that on the cover of the coupon book. And none of the last few coupon books have said that they were only for Executive Members.
7
Joe //
2009.03.23 at 2:24 pm
I am an American Express Costco TrueEarnings Card member and I am upset that I have not yet received my Costco rebate coupon, which was supposed to be mailed to me during the first week in February, which is now over six weeks ago!
I have made three separate calls to the American Express Customer Service Department asking them to send me the rebate coupon, but I have been getting the runaround.
The first time I called (which was on February 23rd), I was told that I had to wait at least a month from the date that the coupon was issued before I could request a replacement. The second time I called (which was on March 6th), I was told that a replacement coupon would immediately be sent out and I would receive it within a week. The third time I called (which was on March 20th), I was told that I would have to wait another two weeks (no earlier than April 6th) before I could request a replacement of the replacement coupon!
I have verified that American Express has my current mailing address and telephone numbers on file.
This is outrageous! If it weren’t for that fact that I would lose the $69.00 coupon if I were to cancel my account right now, I would tell American Express to take their card and shove it!
I want American Express to IMMEDIATELY issue me my Costco rebate coupon. I do not wish to wait another two weeks before they will issue me a second replacement of the coupon which I should have received over six weeks ago!
8
Dave //
2009.03.23 at 5:17 pm
Please note that this site is not owned or affiliated with Costco or Amex in any way, so demands on here will likely have no effect except to help you vent out some anger.
While I can’t speak for Amex, your original rebate coupon should have come as the last page of your regular monthly bill with a closing date in February. Did you not get your bill, or was the rebate coupon not there? I can’t quite tell from your comments but it sounds like you expected a separate envelope just for the rebate coupon. BTW, have you gotten your March bill? It certainly sounds suspect if they can get you a bill but not send you a rebate coupon.