Costco Logistics - Itasca

My wife and I bought a dishwasher online on 11/25, picked today as the delivery, install & haul away date. ever since it's been ordered, even as of right now, it still shows today as the delivery date. I called them up this morning to find out what was going on as I have not received a confirmed time of delivery. I was told that the date was "rejected" in their system as a delivery date because they were booked full for today. this was the first time buying an appliance from Costco and probably the last. now i know it's a third party and all that does the delivery/install/haul away, so I know it's not their fault, but at least the delivery company should have let me know right away that this was rejected due to a full schedule when we first ordered it. if it was a full schedule, then why was the date not blocked out when I picked today as the delivery date? I took off work so that this delivery/install could happen today.
Nov 21st, 2023

Great people in the Itasca Costco building.
Sep 5th, 2023

May 15th, 2023

Dec 1st, 2021

Ordered an expensive fridge from Costco 2 weeks ago online and scheduled the delivery and haul away for today for 12pm-2pm. My wife and I kindly prepared and cleared both the area and the old fridge for an easy and convenient in & out service the day before. The only thing that we left for today is the doors to be removed since we still had perishable items in the fridge and wanted to remove them right before the delivery (process which takes 15min total) Come today, i get interrupted at work many HOURS before the scheduled time (approx. it was 9.45) via my intercom (that's connected to my cell phone) that the delivery is here... No notification or email indicating this. Wife checked her email and at 8am-ish the only email she received is that the fridge is out for delivery, and nothing else. No time window - ETA in the message. I explained to the driver that I'm still at work and it will take me 10min to leave work and meet them there but that my wife is upstairs and will start preparing for us. 5min go by and they are somehow already upstairs knocking on our door and my wife greeted them and explained we need to remove the door and hinges off the old and new fridge so they both fit through the door and elevator. The delivery staff either doesn't speak english or doesn't communicate at all as all of this has neither been acknowledged or any response given. The driver told her very briefly that "they measure" and proceeded back downstairs. I arrived shortly after and encountered them measuring our door. I explained that I'm going inside to prep the old fridge and take off the doors so we can get it out and will meet them downstairs to which the driver said "we go measure elevator." 10-15min pass by and I'm in the elevator with the old fridge, ride down, and when i came outside no one was there.... They left without A SINGLE WORD. At 10:36am we received an email that the delivery was unsuccessful due to the elevator entrance being to small and that the delivery needs to be rescheduled... Thing is I physically measured the new fridge at a Costco display, and even the dimensions provided in it's description show that with the hinges taken off, the size of the elevator is more than ample for it to fit... Something that was explained twice to them as written above... Either the staff doesn't speak english and did not understand a word we said to them, or better yet, they simply did not give a F@?! about it. I believe it's the latter as supported by their spectacular verbal communication and customer care skills. So, I believe since they did not want to waste time on an unannounced delivery or heed anything we told them, they lied to their HUB they report back to (Itasca) that the elevator entrance is too small. I'm glad that their convenience was more important, and that all the hoops i had to jump through, and unnecessarily leave work early, means so little, because i have learned a very valuable lesson today - NEVER BUY APPLIANCES FROM COSTCO if they continue to use such a inferior logistics service. I am now forced to spend more resources, and take more time off work, so that i can make Costco fulfill the service i scheduled and paid for... This is unacceptable and insulting. I don't even care about their service. Just drop off my item in front of my building, I'll handle it myself. Even that cannot be done as the person from the logistics dept. we called explained to us that he has no control over the drivers and despite him trying his best to help us get it today, informed us he is unable to reach them on their phone as they're not picking up and will most likely have to reschedule us for a different date. Worst service i have EVER purchased. I will do my best to inform each and every one of Costco Appliances customers about this.
Dec 11th, 2023