Costco Ratings

drizzellla · ‎03-14-2010

Costco's reign as the top grocery store has come to an end.

After leading rankings for an influential customer satisfaction survey in 2024, the wholesale giant has slipped to seventh place in 2025 - with its score falling from 85 percent to 81 percent.

The American Customer Satisfaction Index survey asked customers about their experiences at 19 grocery stores. Costco's shoppers reported a nearly 5 percent satisfaction drop since 2024.

Last week I went to Costco on Wednesday. It was not pleasant. Just checking out was a mess. The line for self checkout was long. There are 6 registers where you can self check out. And people were having trouble it seemed at every register. There were 3 registers that were manned by Costco employees. But the lines for the check out with Costco employees were much longer.

I was buying a 24 can case of 16oz drinks The display for the drinks was taller than me. So I literally had to crawl on the display to get a case. Then lift the case again to scan the bar code when I checked out at the self check out.

Then the line to get out of the store was all the way back to the area where they sell food.

I was so happy to get out of the store.

Thursday, I went to Sam's Club. What a difference. Every item I wanted was within arm's reach. No climbing to reach anything. There were 12 self check out registers. And you have a hand scanner, so you don't have to lift anything out of your cart. There were 6 Sam's Club employees at the regular registers.

And now you just walk out of store - no line. No checking the receipts. Just a "Thank you for shopping at Sam's". Oh, and she liked the pillow I bought for the sofa.

What a different experience.

manny2 · ‎05-24-2010

My Costco is always busy. I never have a problem with checking out. They are so fast.

On the rare occasion there is a problem with a customer, that is to be expected.

Bri369 · ‎11-03-2018

Costco is the one store I never have a problem at, even at their busiest.

haddon9 · ‎03-09-2010

I belong & go to Costco every couple of months. I find that I don't need stuff from them as often as the regular supermarket. It's a good 20-25 minutes to get there....not terrible but Sam's club is closer. However it's been years since I have been in a Sam's club. I might check them out once my Costco membership expires.

It seems that it's always crowded in Costco. Maybe I just go at the wrong times but I do love their paper goods and some other Kirkland products.

I had forgotten my card the last time that I went which was just last week. The woman at the customer service counter was very helpful and nice. She helped me get the APP with my card on it and now it doesn't matter if I have my card or not....I never thought of doing that.

Most of the time I shop at a small family owned chain called McCaffery's or I will go to Wegmans. Then there is a local organic place where I like to shop or the local farmer's market as well.

I hate when items are stacked so high that I need to get help. I would have been afraid of that case falling on me!

jlkz · ‎12-02-2013

While in Florida this winter, we stopped in a Costco midweek to see what it would be like. We have a Costco less than 7 minutes from us at home but go to BJ's which is 15 minutes away.

It was overly crowded with barely room to stop and check out a shelf. The checkout lines looked as though they should charge rent !

Total zoo...I can understand why the slippage in customer satisfaction. No interest in becoming a member....

We make a living by what we get. We make a life by what we give.
Sir Winston Churchill

Icegoddess · ‎03-19-2010

I generally don't go to Costco on the weekend. I've never run into a problem with self-checkout registers not working properly. However, I wish they wouldn't allow people with full carts in self-checkout. I don't see how they get all those items on the tray, and the tray knows. You can't tare the tray by putting an empty box on it before scanning, so, you know it knows if you don't put the item on it after scanning.

They also have the best return policy in the business. BJ's not so much.

Marsha2003 · ‎03-12-2010

I rarely go to Costco, but when I do, I choose my time carefully. The best time to go is about 30 - 60 minutes before closing. However, stupid me, I thought that they might be less crowded during Superbowl, so I thought I would drop by and pick up a few items.

Golly, it was a zoo and the egg section was completely bare. However, I got lucky when parking and the checkout lines were moving quickly. I was third in line. They had two people checking receipts at the door, so that was fast, too.

I used to buy all my paper goods there, but then they changed the TP, so I started ordering that from Walmart or Amazon. Things like boneless, skinless chicken breasts are the same $2.99 per pound at Amazon Fresh. Cheese and gasoline are still bargains at Costco, so I stop by now and again and stock up.

tansy · ‎01-02-2011

My experiences at Costco are always positive. I can't reach many items at a regular store.

I appreciate that employees are valued and treated well.

Any slip in customer satisfaction are probably due to the current situation.

Biftu · ‎02-05-2011

@haddon9 wrote:
I belong & go to Costco every couple of months. I find that I don't need stuff from them as often as the regular supermarket. It's a good 20-25 minutes to get there....not terrible but Sam's club is closer. However it's been years since I have been in a Sam's club. I might check them out once my Costco membership expires.

It seems that it's always crowded in Costco. Maybe I just go at the wrong times but I do love their paper goods and some other Kirkland products.

I had forgotten my card the last time that I went which was just last week. The woman at the customer service counter was very helpful and nice. She helped me get the APP with my card on it and now it doesn't matter if I have my card or not....I never thought of doing that.

Most of the time I shop at a small family owned chain called McCaffery's or I will go to Wegmans. Then there is a local organic place where I like to shop or the local farmer's market as well.

I hate when items are stacked so high that I need to get help. I would have been afraid of that case falling on me!

@haddon9 I'm at McCaffrey's a lot. It's five minutes from my house. I wouldn't be surprised if we have been there at the same time!

Rockycoast · ‎03-02-2016

I have never considered Costco a grocery store. It is a wharehouse store to me. A store where you can get office supplies, furniture, toys, clothes, etc. along with food. Love Costco. So happy they finally opened one in Maine.