Analysis of 407 reviews shows that Costco doesn’t want to be held accountable for delays: not their problem?

The American multinational wholesale corporation Costco wants to offer its customers, the best prices possible. However, it seems that low prices may not be able to compensate for delayed deliveries. Customers are starting to question if it’s worth shopping online at all.

Why do we say this?

The topic “online purchases” occurred in 18% of the reviews and has an average grade of 1,66 / 5. This is lower than the overall average grade of 2,61 / 5 for the project. It seems that when shopping online, some customers’ purchased items were delayed. According to some, they didn’t receive any information concerning their order and what was causing the delay.

This leads us to the topic “estimated delivery”. It has an average grade of 1,40 / 5 and occurred in 21% of the reviews. As mentioned previously, orders were delayed on several occasions. Moreover, customers wouldn’t get notified as to why the delivery company wouldn’t show up on the expected day of delivery.

The topic “call handlers” occurred in 27% of the reviews and has an average grade of 1,24 / 5.
It was mentioned that customer service hadn’t called back customers who were in need of assistance. There were also complaints that some call handlers didn’t seem to be willing to help nor take responsibility for issues that had taken place, especially regarding delivery.

Costco may need to look into ways to improve their customer service, how to be more receptive towards customers. Even though at times, the issues are not caused by them directly, they could try to help solve them.
For instance, they could contact manufacturers or delivery companies to find out why something isn’t working the way it should. Afterward, they could communicate this to the customer and notify them about potential solutions or updates. Their customers need to be their first priority.

It seems as though the delivery issues have improved remarkably at the beginning of 2020. Even so, they may need to keep in mind what kind of effect the lack of cooperation between manufacturers and the delivery company actually have on shipping time. This is to avoid these kinds of issues in the future.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on ConsumerAffairs.

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