Costco Warehouse
HDTV Lost by Delivery Company, Slow Refund and Unwanted Reshipment

I ordered a 46 inch HDTV from Costco.com on Feb 14. Delivery time was to be 7 to 10 days. My credit card was charged immediately upon ordering. Costco chose CEVA (Eagle Logistics) to be the delivery provider. There was no tracking number and no instructions on how to obtain a delivery date. I emailed Costco.com and was informed that CEVA would contact me. But I could call them if I wanted more info. After 10 business days and not hearing from CEVA, I called. An employee had me on hold for about 15 minutes and then said she would have to call me back. There was no call back. I tried calling again on day 13 and got put into someone's voicemail. Again, CEVA did not return my call. I contacted Costco and was informed the CEVA had lost the TV and had no clue where it was. Costco asked me if I wanted them to ship another TV.

I chose not to accept another shipment because:

1. Costco lowered the price, but I never got the credit for the lower price.

2. The same TV is available elsewhere for $101 less than Costco. The store is local (Costco is 2 hours away) and I could get the TV immediately and not have to deal with CEVA again.

Costco agreed to cancel the order and refund my money - BUT I would have to wait up to 10 days for a credit (??? - Costco can charge my credit card immediately, but needs 10 day to issue a refund???)

Costco then shipped another TV to me, despite my telling them I did not want it. Upon contacting them again, I was told to refuse the delivery (if CEVA can actually keep track of the item this time)

Costco need to find a shipper who can actually track deliveries - the inability to track in this age of computers is unacceptable.

Costco need to provide faster refunds when they or their subcontractors are at fault. While I could go down the street and get the same TV immediately, I will not go until I see the credit post to my account. I have to wait 5 more days before my credit card company will allow me to dispute the charge.

This incident at Costco is the first negative experience I've had in 7 years of buying from Costco. I will no longer order online from them.

Company: Costco Warehouse
Country: USA

  <     >