Costco Wholesale (Edmonton, Alberta) | store / shop, Costco

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  Joanne HynesJoanne Hynes

  Renewed membership on october 15th 2014. Paid via debit. $57.10 came out of my account. It was approved. Receipt, which i still have says this. Bought gas three times - all times Costco card worked not a problem. Tonight went shopping, stood in line. Waited. Got to till, items rang thru, Then i'm told, a supervisor has to be called. Supervisor comes, looks at whatever computer says, says to me there is a problem with your Costco card. Come to customer service. Off i go. Wait some more. The lady behind the till says the payment didn't go through when i paid on october 16th. Weird. My receipt clearly says it went thru. My bank history shows the withdrawal. Yet that is not good enough. They want the payment again. I already paid i said, here is the proof, you are not getting anymore money from me for something i've already paid for and have proof. Not good enough - the supervisor and the customer service person tries to tag team me. Tells me their computer says the payment didn't go thru on their end. I have to pay again. Again, i tell them, i am NOT paying for what i have already paid for. Supervisor says, i can speak to a manager. Call him over i said, i already paid. So i wait some more... The manager comes over, i slap down my bank card, my Costco card, my receipt, and clearly say, this is who i am, this is what i paid with and this says it was approved. Yet, i am told i didn't pay. I am not impressed. Weird, the manager says, so he and the supervisor and the customer service person pull out some more papers, stare blindly at their monitor. I continue to wait. The supervisor comes over sees i'm losing patience, getting angrier by the minute, tries to emphasize with me. Don't i say. Just don't. He looks at me then walks back to the monitor where the manager and customer service person were still staring blindly at the screen. I continue to wait when the manager, a young man, quite nice in demeanour, tried to diffuse the situation and said, our computer says you didn't pay. Even though you have your receipt. Even though, your bank balance shows the balance was withdrawn from your bank acct it doesn't matter. The best we can do is call you in a couple of..... Days..... I laughed.... Not a nice laugh... Really? Seriously? I am appalled at the treatment i received tonight. I have been a consumer most of my life and never have i had to endure such headache, unprofessionalism, and to be quite frank, such stupidity from any company i chose to spend my money with. Never, have i been told, even though i have proven beyond a shadow of a doubt that the transaction went thru, backed up by a hard copy receipt, my bank balance which shows the transaction was approved that wasn't good enough. Costco Edmonton West - you should be ashamed. I am a very loyal customer to companies that treat me well. I will never step foot inside your store again. You have lost a loyal, and dedicated customer. Thanks to your team representatives for wasting my very valuable time and your arrogant dis-service. If nothing else, I expect an immediate solution to the problem at hand! Please remove the flag from my card so it is usable at the gas bar. In addition, since this took place in your very public customer service area (where multiple customers were walking by and noticing the drama as it unfolded like a car crash - you can't help but look)-- a public apology AND acknowledgement, that it was YOUR staff at fault would also suffice. Finally, putting protocols in place to prevent this from happening to another customer or myself in the future would also be greatly appreciated! Thank you for your prompt assistance with this less than professional matter!

  10 years ago | reply | hide comment