AI reviews summary
Overall sentiment is significantly negative, with users expressing frustration over a perceived decline in value and service quality. While a few staff members are praised for exceptional care, the majority of recent feedback highlights aggressive enforcement of entry policies, poor online order fulfilment, and a lack of price competitiveness compared to major supermarkets. Significant concerns regarding food safety and declining product quality were also frequently raised.
Pros
Cons
Verdict
Costco appears to be struggling with a disconnect between its membership-based value proposition and its current operational reality, particularly regarding poor online fulfilment and inconsistent food quality. Prospective members should weigh the potential savings on fuel and tyres against significant frustrations with store overcrowding and increasingly rigid, sometimes unprofessional, staff interactions.
The store is completely disorganized. Navigating with a trolley is a nightmare—it feels like you are being squeezed in with nowhere to move. I waited in line for 20 minutes, only to watch a staff member suddenly allow someone else to skip the entire queue. This is completely unfair and unacceptable. Costco needs to train its team to speak to customers respectfully and treat everyone fairly.
Terrible website. Costco should shift their technology staff to flipping burgers instead. Extremely poor and very frustrating app/website login experience. Reset your password all you want, you cannot login. You'll keep receiving "We're unable to log you in at this time. Please try again later." Their chat (bot) is extremely useless too. No empathy for their team who developed this pathetic mobile app and the website. Fire them immediately!
Reviews with attachments
Tasteless – Hot chicken was disgusting, no seasoning, no stuffing, watery and undercooked, tastes like was cooked in a microwave. Yuck. Cheap garbage to feed to your dog.
It's just not worth the money you save on items to join Costco and order online. This was my first order with Costco and I will not renew my membership or order from them again. I ordered two air fryers and an air purifier from Costco. I got a notification from Aus Post saying that they'd arrived at the post office. I went in and collected several… Read more
items. The second air fryer wasn't there even though the tracking number indicated it was at the post office. I went back to the post office and asked again. They checked CCTV footage and told me the air fryer I had collected had two tracking numbers attached to the box. Luckily I still had the box and sure enough, two sticker on the top of the box (right next to each other)! Imagine if recycling had been collected this week?! I replied to my order email to inform Costco two days ago, no reply. I reached out to online support, I couldn't submit the enquiry. The form didn't work. I sat waiting to be connected to an operator for 5-10 mins and when connected I explained that someone in the warehouse must have put two tracking stickers on the box. The operator said , "Well we won't blame someone just yet." Ah, there's two sticker... I can see them. I honestly feel like I'm in a satire... if it wasn't so annoying I'd be rolling around laughing. Anyway, back to my story.... she asks for me to email proof. Anyway, they are going to investigate further and I might hear from someone next week. I've received no apology so far. It's a comedy of errors. Save yourself the time and pay the extra money for the air fryer!! You'd be far better off!
WARNING - ONLINE ORDER LEFT UNSECURED - STOLEN - BEWARE Customer service do not care 5 min response !! My online order got stolen ($140)after it was left in a “secured” area. Oviously it wasn’t (on the street on a busy road) not packed (original packaging with the item on full display) Delivery is included… without options to upgrade it. So… Read more
No signature required on delivery even when I asked for it in the delivery instructions, No insurance for the delivery. Delivered by Australia Post, why not take it to the post office ? Spoke to customer service & emailed, their response was NOT OUR PROBLEM.
Before you order from Costco beware your money could be gone !!
Bought Kirklanh large pacific oysters 14 pieces. After eating, discovered a live worm 45 mm long inside the oyster shell.
Never buy fruit especially strawberries and tomatoes!!!! Purchased for the 2nd time and simply disgusting quality. The photos say/ show it all. Show details
It’s good especially they have my favourite snack called the Snack Charmer. The Banana Plantation Strip made in Cambodia is the best. Can’t stop eating. I usually buy 4 or 5 packets. Yummy Show details
The whole grill chicken is awful, under cook and taste like a rubber! Today I told it to the lady that every time I’m buying the chicken is undercooked and very jelly.. she told me take this is just came out of grill after I advised her the chicken in uncooked. I took one as she is advised me got home cut it.. very uncooked and taste like… Read more
plastic! I really don’t know where they are getting those chicken and what they inject them with. Is should not pass to put on shelves!!
Today I went Costco to buy some stuff for my big Christmas party I have bought Cinnamon rolls As I usually trusted big organisations like Costco I just grabbed cinnamon rolls and didn’t check When I arrived home I saw it’s open and one eaten It’s not hygiene any more what should I do now ? Show details
What happened to this years xmas cake?????After buying the xmas cake both for my household an as it used to be so great I would also gift it. Everyone one loved it. Well this year it seem the recipe has changed will not be buying the xmas cake anymore ☹️ Show details
Latest follow-ups
we placed orders over $240 with DORDASH from Costco for several items as dried manage 3 different brands, they send frozen one that we did not order and in description it dose not state it is frozen so we assumed as others it is dry and asked it to… Read more
be returns but with days with no response and they say they can not help us ??? regardless how much we tried it state 4 pack but only 1 came also frozen!! so it was Not what we ordered with no help from them at all, after all the wait did not get anywhere so we cancels our member ship and tolled them we will place a complain..so unfair so fraud
Follow-up · the service was okay as they delivered fast, options where pick up or delivery, customer service where very bad because they did not take responsibility for not stating at there site if it was frozen or rdy as all the other ones we got also we reported it from the first day delivered so they had a lot of time to fix the problem insisted of… Read more
Find out how Costco compares to other Supermarkets
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Went to check it out before potentially buying a Membership. Staff at the entrance was extremely rude, high on his power trip, refused entry to check out if it was worth joining ( I was well aware I would not be able to purchase) and the obnoxious staff made the decision easy… we will not be joining.
Follow-up · No, it was not busy. “Policy” I asked to speak with the manager, he simply said answer is no.
Bought 4 x hot rotisserie chickens. When I got home the chickens were raw on the inside. I put them in the oven to cook and they turned green. This is a major health hazard. Salmonella poisoning can kill! Show details
Follow-up · The store did not respond or acknowledge the issue at all
Positive reviews
We absolutely love shopping at Costco. Although it's not the cheapest around for groceries (Aldi has better prices) the variety can't be beaten. The muffins are brilliant value though at 12 for $12 and they're huge. The clothes and shoes are great and so are the appliances. My vacuum is from here (Shark brand) and it was $100 cheaper than anywhere… Read more
else. I do wish they'd bring the book ailse back though. Checkout lines are usually quite busy as is the queue for food but I've never waited more than 15 mins to be served. Worth the membership fee if you go every 2 weeks or so and are prepared to spend at least $100 each time.
I recently visited the Lidcombe Costco looking for flushable wipes that were on sale, but unfortunately, they were out of stock on the shelves. When I asked another staff member, they mentioned there might be stock somewhere but weren’t sure where. While continuing to search, I met "Joy",who went above and beyond to help us. She kindly took the… Read more
time to check for the item, and even more impressively, she came to find us later while we were shopping to let us know that the stock would be available in about 30 minutes.
It might seem like a small thing, but her attentiveness, kindness, and willingness to follow through truly made a big impression on us. It’s rare to see that level of genuine customer care.
Thank you, "Joy", for your outstanding service. You made our shopping experience memorable!
Sarah had served me today and I just had signed up and she upgraded me to executive while I was in store! She was honestly so d#mn nice and sweet to deal with! Please make sure you look after, she is one of the good people out there!
Negative reviews
They won't let you instore if you have carry bags. They won't let you instore if you have the wrong shopping trolley. I had taken a Coles trolley which was in the return bays with the costco trolleys, because it is smaller and easier to move around. It's hit and miss with prices. The only real value is the cheap food from the food court. Fuel… Read more
prices aren't that cheaper compared to other servo's. Again, hit and miss. Lately their fuel is about 2cents/litre less than available elsewhere.
We purchased a fridge from Costco Australia and delivery was set with an eta window. We got rid of our old fridge to prepare for the delivery of the new one. After the delivery had not been met, we contact Costco and ANC and were told that the delivery driver would not be making any more deliveries today and delivery would take place two days… Read more
later. They were not even going to advise us if we hadn’t have called. My wife is heavily pregnant and we have two young children. We now have no fridge until the new one arrives. Absolutely terrible service.
I recently had a disappointing experience with Costco Casula regarding a phone return. [Name Removed] refused to follow the 90-day change-of-mind policy, which left me very frustrated and disappointed with the way the situation was handled. Fortunately, [Name Removed], the manager, was very helpful and took the time to listen to my concerns and… Read more
resolve the issue professionally. I really appreciate [Name Removed]’s assistance and the way she handled the situation.
I believe [Name Removed] needs further training in customer service and Costco’s return policies, and I don’t think she should be dealing with customers until this has been addressed.
Thank you again to [Name Removed] for your help and professionalism.
Recent reviews
I have been a Costco member for about 10 years and have never had a negative reaction to any of my questions. The staff have always been very helpful and pleasant to deal with. If you are kind and respectful, people usually respond in the same way.
Find out how Costco compares to other Supermarkets
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I had an appointment booked for an eye examination, but I was told that I needed to join a membership program before I could proceed. This membership requirement was not clearly stated on your website when I made the appointment. I believe this information should have been disclosed upfront so customers can make an informed decision before… Read more
booking.
I feel that the way this was presented was misleading and would appreciate an explanation as to why the membership requirement was not clearly mentioned on the website.
Costco must have changed ownership. Their food and grocery prices have gone up considerably over the past few years and frustratingly they are always always always out of stock of basic products. Last 3 visits products like Kirklands washing liquid and pods, puppy pads, eggs, pasta, nuts, toilet paper, bread,sausages etc all out of stock every… Read more
time. Mince is no where near as good anymore and more $$. Hot chickens are smaller and watery. Raw chicken is always green and off before used by date. Fruit & Veg are either mouldy or out of date and old. Staff are rude. Definitely not renewing my membership.
Went there on Tuesday. Along with others waited 16 minutes for lift. There are two lifts but only one working because they shut one lift for trolley collection. This is the second time we have experienced this. The first time I spoke to their "manager" about the lift situation. He explained that they have to get trolleys for their customers. I… Read more
told him how to change their system to accommodate both trolley management and customer needs. He said he would look into it. (I am a retired logistics professional) . Now one month later nothing has changed. Auburn management are a joke and it seems they have no idea about customer service on multiple levels. There cafe was absolutely filthy. They should be reported to nsw health. How disappointing to see costco auburn in such a state. Please do not reply with your standard answer about caring about customer complaints because you clearly don't.
Sent incorrect item & then took 3 days to email me a return label & waited to post the correct item when the incorrect item was logged back into stock. Total of a 2 week stuff around, chasing them up every day, printing labels, visiting post office. A terrible discount supermarket with similar customer experience inside their stores as online. Show details
They don't tell you on there website about delivery dates. Until you've ordered and paid. So if the date is to far in advance you just have to accept it. They may let you cancel but won't give you your money back for 3 to 5 days. My advice is to price check othere retailers first and check when they can deliver. Once they have your money they don't give a shut
I normally love Costco but unfortunately, I went last night and wanted to buy a brisket which I have been buying for years from there. But noticed the halal sticker on all of the briskets when I asked a staff member if there was brisket that wasn’t Halal. He said no, and he said all of their briskets for the last three years having been Halal.… Read more
When I challenged it and told him I’d be buying normal brisket for over that period of time he told me that they were have all been Halal and they just didn’t put the sticker on which I find disappointing as some of us don’t share the same faith as Muslims. And if that is the case then Costco needs to be more transparent with it. I don’t understand why we in Australia are changing our ways for a faith that doesn’t even belong to Australia.
Bought fried rice tray on the 16th June that had prawns and char siu pork on top, it looked good until we ate the rice and it wasn’t even cooked, it was so crunchy, seems like whoever made the fried rice doesn’t know how to cook rice, for almost $30 it’s a ripoff. Show details
This morning proceeding to the restroom without going through the entrance first. Ryan was rude and said I must go the other way first. I said what if I peed in my pants( I was in a real hurry) ; he wasn't accommodating and just replied "it's up to you'. Question: If I was saying I needed to the customer service, would I have to go thru entrance… Read more
first; on weekends when there are a lot of people will you stop every person and ask them what they were coming in for? Just common sense and courtesy would go a long way.. very disappointed...
A live worm found in oyster.