Last week I decided to finally bite the bullet and order myself a Quickjack portable lift for my garage. Costco had a sweet combo package for $200 off and free shipping. Placed the order on Thursday.

Well, Sunday afternoon, I get an alert from Citi that my Visa had been used on some Mediterranean island off the coast of Libya so I promptly call Citi. They cancel my card, review all pending charges, and issue me a new card. I had looked myself before calling and Costco hadn't yet charged me for the lift. No surprise since their website showed a long lead time for it to ship.

Monday morning I call Costco to update my credit card number for the order. First woman answers and I hear a ton of racket in the background like she's cooking and working from home. She claims she can't hear me and hangs up. I call back and do the automatic call back option where they call me when a CSR is available. A few minutes later I get a call back. I wind up on hold for FORTY TWO minutes then get disconnected. I call again from my home phone and wait on hold for a half hour before getting busy with work and give up.

A little while later I do the online chat with Costco on their website. The woman isn't very helpful and just dismisses my issue saying it'll work out. I save a copy of the chat as a PDF for my records.

Today I get an email that my lift shipped yesterday and is due to be delivered tomorrow. Far sooner than expected! I check my credit card account and there's no hold, authorization, charge, nothing from Costco or anyone else related to the lift!

Given that I've spent almost an hour and a half on the phone with them AND have proof that I informed them of the issue via chat, how many more hours do I spend trying to fix their problem? Or do I just wait for them to catch their $1,200 mistake? I feel guilty about getting free product, but it's not like I haven't actively tried to do the right thing!

Pay them.

quote:

Originally posted by triggertreat:
Pay them.

No crap! I'm actively trying!

Pay

Silent

This is more a rant about their awful CS than it is a moral question about doing the riggt thing. I've notified them in writing that they have my old CC# on file.

At this point, I'd probably employ "tactical patience." Wait a week and see if they catch it and contact you. If not, try again.

Ugh, what a hassle!

quote:

Originally posted by Strambo:
At this point, I'd probably employ "tactical patience." Wait a week and see if they catch it and contact you. If not, try again.

Ugh, what a hassle!

It shouldn't be this hard to fix someone else's mistake. I'm #97 in the online chat queue as I type this.

If you have a Costco locally, go there and ask for the Manager. If he cant resolve it, you have, IMHO, done everything you can to make it right.
Enjoy the free jack!

Have you checked to see if they will reach both jack points of your car?

My buddy has a pair that kinda sorta fits his Audi RS3 and my Merc E350 (they don't support they entire jacking area. If you have full coverage on one the front jack pad, it doesn't reach the rear jack pad at all). They won't work on my wife's ML350 without the extensions. The extensions are a good investment and they cost about what you saved.

quote:

Originally posted by KDR:
Have you checked to see if they will reach both jack points of your car?

My buddy has a pair that kinda sorta fits his Audi RS3 and my Merc E350 (they don't support they entire jacking area. If you have full coverage on one the front jack pad, it doesn't reach the rear jack pad at all). They won't work on my wife's ML350 without the extensions. The extensions are a good investment and they cost about what you saved.

With the optional frame extensions, they will work on my Audi S6. There's a few guys on the forum with them and they've posted videos and photos.

At some point you may have to let them figure it out. I won’t bore anyone with the details, but I got a new iPhone 11 that I’ve only paid the tax on. Despite multiple calls to Walmart and Verizon to try and pay for it plus hours of my time, I finally gave up. I had a Walmart rep say just keep it. I had Verizon rep say the same thing. Despite that, I still tried each one more time. I even tried to take it back to a store and they wouldn’t accept it. It’s been almost 4 months now and I have yet to hear from anyone.

Well, "Alneshia D" wasn't any help either. 20 minutes in the chat queue then over 20 in chat with her and got nowhere.

I opened that chat with:
My CC was canceled between placing the order and when it shipped. I notified Costco through chat yesterday, but my issue was dismissed. The QuickJack shipped and Costco never charged me for it. I want to make this right!

After Alneshia went radio silent on me, my last message was:
It's been over 20 minutes. I've now spent almost 2 hours over the past two days trying to tell Costco that they messed up and I owe them money. Costco has my contact information so someone can reach out to me any time during normal business hours Eastern Daylight Time.


I really don't know how to make this more clear to their Customer Service. Next time I'm at the local warehouse, I'll stop by the service desk, but I'm definitely not making a special trip up there.

Wait, if they figure it out-they will contact you. If they don’t, enjoy the lift. You have done you due diligence.

While driving cross country, we stopped to fill up the gas tank, came to ~$50. Through an electronic glitch, the charge hit the credit card of the person at that pump before me.

It took 3 months of working with the station mgr and the corp office acct person, who finally told me they had no way to resolve the issue. I wrote a check, mailed it to them and told them it was their problem of how to handle it.

Poor CS like that is one of the worse things for my BP. It drives me nuts. I no longer use Comcast because of their poor CS.

At this point, I would just wait and see if they figure it out. You have spent enough time trying to make it right with them doing nothing at every step. Next time you are in the store try to talk to the store manager.

Your issue doesn't fit their designed flow chart for CS and no one there can think or is allowed to think for themselves.

Sounds like you've done your part and a little more.

I say take it easy from here on out and let them get back to you.

They will figure it out and contact you.

quote:

Originally posted by erikras:
Well, Sunday afternoon, I get an alert from Citi that my Visa had been used on some Mediterranean island off the coast of Libya

Malta?

We have a Sigforum member (Clive) from there.

The island's not that big... Maybe he'd be willing to pay a visit to the hacker for you.

quote:

Originally posted by comet24:
Poor CS like that is one of the worse things for my BP. It drives me nuts. I no longer use Comcast because of their poor CS.

At this point, I would just wait and see if they figure it
Your issue doesn't fit their designed flow chart for CS and no one there can think or is allowed to think for themselves.

My girlfriend and I just had this exact conversation. She worked CS for a travel agency at one time and I did inside sales right out of college. Zero excuse for this. And if management doesn't empower their CSRs to do the right thing or escalate issues, then they can reap what they sow.

quote:

Originally posted by RogueJSK:

quote:

Originally posted by erikras:
Well, Sunday afternoon, I get an alert from Citi that my Visa had been used on some Mediterranean island off the coast of Libya

Malta?

We have a Sigforum member (Clive) from there.

The island's not that big... Maybe he'd be willing to pay a visit to the hacker for you.

Yep! That would be the one. They tried using it for three purchases totalling $700 at a "casino" of some sort.

Citi never authorized charges so joke is on them. They probably paid for the number on the dark web. I hope they die a slow, painful, agonizing death.

Simple question for the Op. How much are you being paid to chase this item around and around? If the answer is $0, then just drop it and let them figure it out on their time. Keep your chat copies and other doc and when they eventually figure it out and come looking for payment, pay them. You're foolish if you waste any more of your time trying to compensate for their incompetence.