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March 2025 by Daniel Carpenter-Hughes
Riese is a tire tech here, and folks, he just saved my day. I’ve never been more grateful for a person in the customer service world to take a moment, show empathy, and solve a problem outside the box. While heading out to deliver a piece of farm equipment a tire on my truck caught a piece of road debris and blew out, right in front of Costco. Riese and Elizabeth discovered my tire was not in stock, and said it would be a couple days to get it in and repair the tire (bought here just a couple months ago). I explained the super tough spot I was in with the need for my pickup to pull a trailer with heavy equipment on it (my other car is tiny) and Riese found another store with my tire in stock, PERSONALLY DROVE THERE, got the tire, and had me out, not in 2 days… but two hours. This was a a problem for a random customer, but was cared about by the staff, and they solved it creatively and fairly. If someone in Costco c-suite ever reads this… this is why I’m a lifelong fan of the business and your staff. Thank you all.
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December 2024 by Kendal Price
The story below is that I had to say to corporate to actually get my tire.
The Great Costco Fumble
On Monday October 7th I took my 2004 Toyota Prius to the Costco Tire Center at 3102 Plank Rd #600, Fredericksburg, VA 22407 to get a tire rotation on 4 in warranty tires that I purchased from Costco. After a hour or two they called me and informed me that my car was ready to get picked up. Upon arriving the guy at the front told me that I would need to talk to the guy in the shop out back because he had my keys which I thought was weird. Upon talking to the gentlemen out back he asked me if the guy up front informed me of the problems they found, (the guys that called me and were up front never indicated that anything was wrong with my tires) after telling him no, he then told me they had to put my spare tire on because one of my tires had a impact bubble and needed to be replaced. The associate then told me that he had already ordered a replacement tire and assured me that it would be in before the end of the week and that Costco would call me when the replacement arrived. On Thursday October 10th I called back to ask about my replacement tire. The associate I talked to, Kyle said that he was unable to find any order for a replacement tire for my car in the system. He then told me that he would order one for express shipping and assured it would be here by Saturday October 12th. After losing all faith in Costco Tire Center Staff I called back on October 11th to make sure that the tire was ordered and was expected to arrive on time. Kyle assured me that it was still set to arrive on time. Finally, on Saturday October 12th I called again to see if the tire had arrived. After getting Kyle back on the phone, he looked into my tire and informed me that it had “missed the truck” and that it was now slated to arrive on Tuesday October 15th.
This whole situation has been a mess and has resulted in me having to rent a car to get to work. Trying to be proactive and forward thinking I took my vehicle to Costco Tire Center to be serviced at the beginning of my vacation from work from dates October 5th to 13th. I did this because I commute 60+ miles from home for work and need my car in a good condition for travel. Every time I called Costco Tire Center for an update on my replacement tire, I was met with confusion and unknowns about things I was promised in the past. No one was able to update me about my replacement tire unless I was able to give the name of the person I spoke to previously. None of the promises have been fulfilled and every time I’ve called for an update, I received bad news of delays or I didn’t know. This has been some of the worst automotive customer service I’ve ever received and I will have no problem informing my friends and family of the giant lack of accountability and ownership this Costco Tire Center has given me. How can I be reimbursed for the lack of accountability and lack of appreciation for my time and the rental that I have to get to commute to work on October 14th and 15th.
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May 2024 by Andrew Johnson
Prices are hard to beat, customer service is bad, as someone else mentioned, they definitely come across like they are doing you the favor of putting new tires on. I went in to get tires on my car, first question was “what is the tire size”. I said I wasnt sure. Then I got “did you make an appointment” to which I answered no. He said “well its going to be several hours” to which I responded that is ok. I offered the make and model and got an eye roll that it isnt accurate enough. I told the guy I was parked out by the air pumps, and offered to go check the size for him, his response was “if you parked next to the air pumps you have to move your car anyway”. I explained I was in a tire center approved spot and he seemed to calm down. I checked the tire size returned and told him the size and he said it will be at least two weeks maybe longer, their shipments were slow, who knows when they come in! I couldnt believe it. I called Little tire company downtown, got my size over the phone while I stood in Costco with my make and model and took care of me that day. They were happy to have the business! I even waited in their waiting room and it took all of 1 hour, same day!
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May 2024 by Andrew J
Prices are hard to beat, customer service is bad, as someone else mentioned, they definitely come across like they are doing you the favor of putting new tires on. I went in to get tires on my car, first question was “what is the tire size”. I said I wasnt sure. Then I got “did you make an appointment” to which I answered no. He said “well its going to be several hours” to which I responded that is ok. I offered the make and model and got an eye roll that it isnt accurate enough. I told the guy I was parked out by the air pumps, and offered to go check the size for him, his response was “if you parked next to the air pumps you have to move your car anyway”. I explained I was in a tire center approved spot and he seemed to calm down. I checked the tire size returned and told him the size and he said it will be at least two weeks maybe longer, their shipments were slow, who knows when they come in! I couldnt believe it. I called Little tire company downtown, got my size over the phone while I stood in Costco with my make and model and took care of me that day. They were happy to have the business! I even waited in their waiting room and it took all of 1 hour, same day!
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September 2023 by John Keating
Great service at a fair price and right on time
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September 2023 by Tom Gregory
Where the rubber meets the road.
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August 2023 by Jon S.
This store needs to work with their personal on moving people through the check out lines. I had to wait for my cart of items purchased so that the checker (helper) could chat with another worker in a check lane. When I finally received the cart the individual did not apologize for the wait he just gave me some sarcastic comment making it sound like it was my fault.I would suggest your train your personal on the using some business sense as this is not a bar with a lot of chit chat.
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July 2023 by Laura S.
Now that we live in a rural area, it's quite an excursion to go to a Costco! We're smack in the middle of the Costcos in Fredericksburg, Glen Allen, and Charlottesville, with each being about an hour from our house. So, we emptied out the back of the car, put in some coolers and ice packs, and headed to the Fredericksburg store.We found our old favorites -- Cape Cod Chicken salad; Mexican cheese. Some new things that we wanted to try -- Olive Garden salad dressing: hemp hearts. Nice fresh fruits and veggies -- red grapes, banana. And, some good sales -- chicken thighs ($6 off) and Tide Oxipods ($5.40 off). Check-out was relatively smooth; they always seem to be busy!But, the real measure of success? All of our refrigerated items fit into our coolers, and the rest fit in the car!
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June 2023 by Vidal Rojas
Prices are great on tires but the customer service is almost non-existing. Brought my vehicle in for a repair and the technicians acted like they were doing me a favor. Not the first time this happens but I figure one off. Their knowledge on tires brands is limited and ability to articulate why I need four new tires when I have more than 1/2 of life remaining is surprising. Overheard them talking about other customers and how it’s the customers fault why there is a long wait for tires services. Underpaid and overworked? Not sure but I hope they get more help and better support. Great prices on tires that’s all I can say about Costco Tires.
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June 2023 by Todd H.
The cafe here is a joke. 4 minutes to get a hotdog and soda. There was a woman in line ahead of me who waited at least 10 minutes for them to hand her a cup. That was her whole order, a soda, 10+ minutes. I hope she didn't want the lemonade because it was fizzy like a soda and didn't taste much like lemonade. I asked for onions, they didn't have any. Not "I'm sorry, we are out." Just "we don't have any." The pump condiment machine did have mustard, it was out of relish and nearly out of ketchup. Flies in the dining area.
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October 2022 by Tim Fisher
Excellent service. Poor customer service. I had my tires rotated a week ago. At COSTCOs recommendation, I ordered two new tires. I waited a week for them to arrive. Once the two new tires were installed, I had a recommendation to have the other two tires replaced soon. When I asked how soon, I was told to ask the person who wrote the comment. When I talked to the person who wrote the comment, he told me they should be replaced now because it was close to the wear bar on the tire. I am upset because of the changes in recommendations with less than a 200 additional miles and only one week in time. The supervisor explained to me that the recommendations were from individuals. I explained to the supervisor that I expected to receive COSTCOs recommendations, not "Bob or Tom's" recommendation. The supervisor then told me to have a nice day, turned his back on me, and walked away. I asked to talk to a manager. A store manager came over and talked to me and asked me to submit a written review through the in store comment box. The store comment box was out of comment forms. A clerk nearby said the forms have been missing for several weeks. When I finally submitted my comment in the box, I looked inside and saw it appeared to be full of garbage. The manager apologized and said they would clean it out without throwing away my comment. I requested the tire center manager call me back. I look forward to the Tire Center Manager contacting me soon.Unhappy CustomerTim Fisher
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September 2022 by Lisa p
Sooooo rude at customer service in the tire shop when I had a unexpected flat tire after shopping. Not helpful. Since the tire wasn't purchased from them it wasn't "one of their tires" as he called it they didn't want to help. I would put a zero if I could.
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September 2022 by Bruce Kay
Great service and prices.
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July 2022 by Robert T.
As long as you don't mind buying higher quality products in larger sized packages, you'll absolutely love Costco. I look forward to receiving Costco's monthly member's savings booklet every month. The store's prices are already great and when something goes on sale, you know that you're getting a really good price. In shopping at Costco for about ten years now, I've rarely had a problem with the quality of their products. Their products always outperform the products at BJs and Sam's Club. Before the pandemic, when Costco offered lots of free samples, you could literally walk around and have a meal while you shopped but those days are long over. Oh, and I forgot to mention, talk about a return policy, Costco has to have one of the most generous ones. You just can't go wrong shopping with them. In fact, the policy is so good that you'll be more tempted to try new products because you know that they've got your back. Now to what I really wanted to write: I can see that Costco employees are always working really hard, doing their best under very stressful conditions. I'm always amazed how helpful and courteous they are even when they're surrounded by, well, you know what I mean. They, like the hardworking employees at Walmart and other retail stores, are my heroes and I salute and thank every one of you for everything that you do.
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July 2022 by Brain Ales
Needed a tire repaired for a nail in the tread. Showed up at 10 AM to try and get in early. Found out they only allow appointments. Thought I was lucky to get an appointment at 3 PM the same day so I waited around until it was time for the appointment. When I dropped the car off and told them what kind of car it was two of them started debating whether the car had noise reduction tires and one said "I'm not messing with a noise reduction tire." They charged me a $10.99 fee (apparently non-refundable) and told me it would take a couple hours because they only had 2 people. So I waited around again for an hour just for them to tell me they "couldn't" work on the tire due to the noise reduction foam. They said it was because the adhesive for the foam interfered with the adhesive for the plug and said they did it once before, it didn't work and they were told to never do it again (nevermind the guy said he "wouldn't" do it earlier). On top of that, they said they didn't have ANY new tires in the size I needed. Basically a whole day wasted and despite me providing the make and model when I made the appointment no one looked and thought to contact me earlier to not waste my day.
