Costco.com
Vanity Order Delayed Repeatedly With No Resolution Offered

I ordered 2 double vanities from Costco.com on July 29. The estimated delivery time was 6-8 weeks. The first week of September, I called to find out an estimated delivery date and was told that there had been a delay in shipping the products from China due to the Olympics. I told the customer service rep. That I was thinking of cancelling because the delay. She told me that anywhere I order from would have a 4 week ship time and that if I just wait, I would receive my order the first week of October.

I contacted Costco again on October 6 to inquire about the shipping status. I was informed that now my order would not ship from China until November 17. When I stated that this was unacceptable she said that I should have received an e-mail advising me on the status. I never did. The following day I received an email telling me the same thing and that if it was unacceptable I could cancel my order by replying to the email.

Irritated, I once again initiated contact with Costco to ask them to find me another product since I had at already waited a month without a sink. The resolution department said my only option is to cancel or wait. I pressed the employee to call a local Costco store to find a replacement product. She informed me that a store nearby had 4 in stock. I asked her to verify that the sinks in stock were 60" like the one I had ordered. She returned and said that she believed they were.

I drove to Costco and only found 72" and 36" vanities in stock. When I asked the customer service department in the store for help I was told sorry the physical stores and costco.com are 2 different entities and he was unable to help me. When I called costco.com back to cancel my order I was told that my item would be delivered the following week. Costco would contact me on Monday or Tuesday to setup a delivery time.

Tuesday, after not receiving a call, I again initiated contact and was told that the representative was looking at a different product than the one I ordered and the my orders would not ship until Nov. 17. Costco has not offered me any other solution other than to cancel my order or wait and I am shocked at their lack of concern in contacting me or fulfilling this order.

I warn anyone who reads this to think twice before ordering an item from costco.com and I hope you are not in a hurry to receive any item purchased from them.

Company: Costco.com
Country: USA
Site: costco.com

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