Guest Post: Don’t like something? Use the Costco Member Feedback!

November 17th, 2014 · 19 Comments

[I’ve got a great Guest Post today about giving feedback at your local Costco warehouse.  Rick, today’s guest blogger, normally writes and blogs about technology, but today he’s sharing his experiences and the importance of  providing Costco with feedback using their in-store comment box and cards.  This is something that we should all do because just about anything can be tweaked and improved, even our favourite store.  Also, if we don’t tell Costco about the things that bug us – products, experiences, policies, or whatever – how will they ever know and change them?]

How many times of have you been to your local Costco and NOT liked what they are doing in one particular area of the warehouse? Or maybe you have visited a different warehouse and like what they are doing there, how do you bring that feedback in? The key is the member feedback box. Every Costco warehouse has one, and it’s your opportunity to make your local warehouse what you want it to be!

Kimberly has covered the topic (of course!), but in this guest post she agreed it is worth re-hashing. So, I spoke to a few employees of Costco, current and former, to make sure members can get the most out of their local comment box. This is important to me recently as I’ve had a few things come up that I thought should be shared with the local management.

The first thing I took small issue with is some of the external vendors in the warehouse. Sure, we have the occasional special vendor coming in and offering a special buy. We also have some seasonal things such as the awesome smokers or fancy oriental rugs; but there was one merchant that was consistently a bit too much for me. The merchant was offering a TV service subscription, and too many times I literally had to walk out of my way to avoid the pitch they would always make. It wasn’t just this one location or just one person. Any Costco member in the US probably knows what I’m referring to.

Every warehouse has a comment box near the exit area

Every warehouse has a comment box near the exit area

Additionally, I used the feedback form to complain about my warehouse in Michigan when I lived there in 2005 as their bottle and can return system was frequently out of order! Michigan has a 10 cent deposit on cans and bottles. Oddly, they never seemed to forget to charge the deposit! Believe it or not, they added a second return machine and my problem went away. So, I can confirm they do listen to this feedback. I spoke to a warehouse employee and was told that they read the comment cards each day. I believe it!

This is a great opportunity for warehouse feedback! Use the comment cards (on top of the box) and drop them in! Most warehouses have a drop box as shown to the left.

In my experience, it’s located close to the returns and membership area (on the exit lane). Be advised, the comment box is not an end-all-be-all of changes. Costco wants every warehouse to be a consistent experience overall; yet the local warehouse management wants to retain membership. That means that comments like “I wish it didn’t look so industrial” or “please install carpet” simply aren’t going to fly. You go to Costco and you know what the experience should be, and that’s why we all love it!

The feedback forms ask for basic information, and it’s a good idea to fill it out as completely as possible. They take it seriously, so should you! Have you ever used the member feedback form? What happened? Share your story below.


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19 Responses so far ↓

  1. 1 Sherrl // 2016.08.15 at 10:22 am

    Totally need the Kibun healthy noodle back in stock, I bought it once, saw the * so I bought 2 boxes, however now those are gone and Kibun says only Costco carries the healthy noodle locally (Seattle area) I’ll use the membership feedback box, but when you’re done with costco, your DONE, and just trying to fight the crowds to get out the door. I’d like to see an online presence to enter feedback, maybe some how have to use/verify your costco membership ID number to leave the feedback but it’d be more convenient for the customer.

  2. 2 Marco // 2016.07.11 at 5:46 pm

    What the heck is a matter with Costco? Your Kirkland chips are better than any other chips sold through Costco. Why the “¥*% would you not continue to sell them???? It’s bad enough that you don’t keep products like GM honey check on stock, but it’s simply bad business to have such a great product and then jerk it from the shelves … Going back to Sams in Charlottesville

  3. 3 Fred Grenich // 2016.07.07 at 2:58 pm

    I was shocked when I viewed Kirkland jackets. I had always felt that Kirkland was a very good brand. But your “spokesman” used shit as his every word. What’s up with that?

  4. 4 bettie bodley // 2015.07.16 at 12:51 pm


  5. 5 bettie bodley // 2015.07.16 at 12:48 pm


    • 6 Kimberly // 2015.07.17 at 3:35 am

      @Bettie – Is this the frozen chicken breasts or the fresh chicken?

      • 7 bettie bodley // 2015.07.18 at 2:16 pm


  6. 8 David // 2015.07.12 at 3:24 pm

    This is the feedback I intend to leave at my two nearby Costco stores:
    Costco is in the process of losing touch with the needs of its (mostly) non-institutional members by doubling up on many popular items so that the consumer takes over warehousing of these items, which should remain a Costco responsibility, or is steered to buy reasonable quantities of similar but more expensive high profit items. I understand how this reduces operating costs but after all we are paying to be members and don’t need to be exploited. Please no more plastic-wrap binding of two huge containers of olive oil, fiber supplement, etc. There is no way even a large family will use two gallons of olive oil before the expiration date. If we end up buying a lot more stuff from Walmart instead of Costco, we will need to reevaluate our level of membership, currently Executive. Consider the ordinary families as your bread and butter, and don’t treat us like we are chain restaurants which no longer make up your primary customer base.

  7. 9 john bodley // 2015.05.13 at 12:41 pm

    we had our car tires services may 12 2015 when they finished and we left i noticed the arm rest had black dirt on it , so we went back and asked the tech don’t they use gloves because the interior is biegs

  8. 10 Nina // 2014.11.21 at 4:54 pm

    Our Colorado Costcos no longer carry the most excellent California Olive Ranch GARLIC olive oil. I contacted the company to see if I could order it, and they said it’s made exclusively for Costco. My store checked the entire region (I would drive pretty far to get it, it’s that fantastic), and none of the stores in this region carry it any more. I would do more comment cards, but I’m pretty sure they’ve caught on to my handwriting.
    Our local Costco also seems to be going more and more toward Kirkland versions of things. Their brand is generally good, but I miss some other brands I really liked. AND they seem to have dropped Charmin toilet paper entirely!!

  9. 11 Mark // 2014.11.20 at 3:34 pm

    I was an employee of Costco for 11 years and I can tell you that they do take the member suggestions very seriously. Everyone of the suggestions are keyed in every night and they not only go to the regional offices but also the corporate offices. Many times they respond the these with a call but every one ends up on a report that goes to the regional VPs. If they get enough member feed back about an item they wish would come back, for instance, they will try to get it back if possible.

  10. 12 Greg // 2014.11.18 at 4:58 pm

    My 4 cents (2 cents each on 2 things):

    Blue Cheese – totally agree with Nan. The creamy spreadable blue cheese was great – a lot like the stuff I enjoy while living in Germany. The Kirkland crumbly stuff is not only not spreadable, it’s overly salty tasting … like salt was added as a cheap flavoring as opposed to having delicious cheese. Have used it in cream sauces (it melts well) but they taste to salty as a result, and I don’t add any salt at all.

    External Vendors – most are fine, but I was there last week (ordering eyeglasses after Kimberley’s write up) and wandered thru for other stuff. A lot of external vendors were there, and although the aisles are wide, many positioned themselves so their tables took up half the entrance to an aisle. Ok, fine, but then they’d stop people who would congregate and block the other half so they can get their freebie fill-up, and that was annoying. I simply skipped aisles as a result. The vendors need to be instructed by Costco not to be in a position where their displays plus the crowds they stop are not impeding normal shopping.

    Thanks a ton for this post, Kimberley. Didn’t know this was available and will use it for that second item on the blocked aisles.

    • 13 Mike // 2014.12.02 at 8:45 am

      Greg. I agree wholeheartedly on the free sample people. Sometimes, they even set up two tables on the same aisle in the freezer/cooler section so they can talk to each other? The aisles are a little wider there, but now they have two things to hold up the people filling up on the samples.

  11. 14 Candy // 2014.11.18 at 12:09 pm

    Interesting about the blue cheese. I’ve found the Kirkland brand to be good. I don’t really liuke the soft and creamy as well. Since it’s only one item I would say it’s not the best to instead go to Sam’s just because of that and maintain a membership. I would think it’d be cheaper to just get it at a grocery store. We don’t buy everything at Costco because sometimes it’s way more than we’ll eat. I have had some issues with Costco but I usually don’t complain because they’re not a big deal. I have complained on Facebook tho and have been heard. We liked the Beanitos chips but they either ran out or discontinued them. But that’s the way stores everywhere usually work. We’ve found too that not all Costcos carry the same products either. But since we usually just shop at our local Costco it’s not worth complaining about a store that we would only go to once a year. But I sure wouldn’t go to a Sam’s unless I absolutely had to, especially for one thing. The people are a lot nicer at Costco and it seems a lot cleaner.

    • 15 Nan // 2014.11.21 at 2:21 pm

      You are so right about Costco having nicer people and a seemingly cleaner store. I had just moved here and a new Sam’s Club opened with a special for new members that included a gift card that could also be used on any purchases. So the membership only cost about $20. I probably won’t renew it for the reason you gave, I can buy the blue cheese at a grocery store for less than the price of the club membership.

  12. 16 Beachbird // 2014.11.17 at 10:50 pm

    If Costco really listened and really cared, they would go back to the old fashioned milk jug.

  13. 17 Rick Vanover // 2014.11.17 at 4:00 pm

    Hey Nan, I too miss that blue cheese! I should write them!!!

  14. 18 Nan // 2014.11.17 at 2:14 pm

    Thanks for the heads up. I love the Danish blue cheese that Costco used to carry. Now they have their own brand and it’s not nearly as good. Instead of soft and creamy, it’s hard and crumbly with less flavor. Fortunately, Sam’s Club carries a brand called Danamark that is everything the Kirkland brand isn’t. That means I have to maintain a Sam’s Club membership along with Costco. It also means I now buy products at Sam’s Club I would normally buy at Costco because Sam’s Club is a slightly more more convenient location. I always assume and probably rightly so that Costco couldn’t care less about my problem., lol.

  15. 19 Marie // 2014.11.17 at 1:12 pm

    Location update soon? :)

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