I am writing to express my extreme disappointment and frustration at the cancellation of my membership after 14 years of loyalty. Today, I've reached my breaking point. Frankly, your operational inefficiencies are unacceptable. For example, Folgers Classic Roast Ground Coffee is $.07 per ounce less. I noticed I could purchase the exact same coffee at Walmart for less, without a membership fee.
What truly "irked" me today was the inefficiency at the checkout lines on a Wednesday afternoon, around noon. Half of the standard checkouts were closed, and there was no designated 15-items-or-less lane. The day was extremely busy, with thirty-five or more people waiting to check out. I proceeded to the self-checkout, where only three of the six registers were operational. I waited for six more people to check out before it was my turn. My membership fee is supposed to contribute to efficient service, including sufficient checkouts, computers, and software, as well as employees to operate them. Instead, I find myself waiting in long lines every time.
My astonishment with the staffing levels at your store just two days before Good Friday. The decision to operate with what appeared to be a skeleton crew at such a critical time is a clear indication that someone has dropped the ball. This level of mismanagement is unacceptable, and I believe it warrants serious reconsideration of the personnel responsible. Perhaps someone needs to be disciplined, whether through demotion or termination.
After finally checking out, I was subjected to another long line to have my receipt checked before exiting the store. Again, five customers had overflowing baskets before it was my turn. I walked right past the employee and stated, "I'm done. This is my last time going to your store." When the employee insisted my receipt had to be checked, I told them to call a manager or security; I would be in the parking lot. I was not waiting in line to exit the store. Funnily enough, no manager or security guard appeared by the time I reached my truck, which suggests my time spent waiting for the receipt check was completely wasted.
It is clear you do not fully trust your cashiers, as evidenced by the second, different receipt-checking procedure upon leaving the store. This appears to be an internal operations issue, not the member's fault. You must find an alternative method to address shrinkage or "pilferage."
Furthermore, if you are unwilling to limit checkout lines to 15 items or fewer, perhaps you should establish an exclusive checkout lane for Executive Members who pay double the standard membership fee. This is a point to consider.
My membership renewal is in November, and at this time, I do not intend to renew. The quality of the experience over the last five years has consistently deteriorated. Costco is expanding too rapidly. I believe it is time you re-evaluate the value proposition for your Executive Memberships, as you risk losing us.
You have cameras everywhere for security; use them to identify and apprehend thieves rather than making the experience difficult for loyal, non-stealing customers like me.
