[Innserelli]

Well, I bought a gas range on Costco.com (online). Costco delivered the range on time. Great. A third party vendor was required to hook up the gas line to the stove, Elite Install Service. The day before the scheduled service, Elite called with a scheduling conflict. They wanted to come the following day. It was inconvenient for us since we had cleared our schedules for this service, but I agreed for them to come the following day between 8-11 am. At noon I called them to ask where they were. The woman said they would be there between 1-5pm the same day AS SCHEDULED and inferred I was a liar. OK, 1-5. Again, they did not show up and they did not call to let me know. I called Costco Customer service. The rep said it was unfortunate but the notes from Elite said that I had a conflict so they rescheduled to Monday! This was a lie and definitely CYA. Now, we have been without a stove for over a week and now another 5 day delay. I asked the Costco rep if I could be placed in priority and get the job done tomorrow. Nope. Unfortunately scheduling problems come up and they can't change the schedule. Note that Elite changed the schedule as convenient for them, but for me it was unfortunate. Sorry. Too bad for us.(she didn't say that last bit.)
I'm guessing that Elite is the install company for this general area, so just a note of caution for all you Costco fans. Actually I am still a Costco fan, but I feel this was wrong and they could have done more to make it right, but, tsk tsk, it was just "unfortunate". If I knew of other places to to post this I would.
OK, I know this was long and boring, but I feel better now.

[JoMar]

Why did you buy from Costco? Like all big box stores they use contract labor for installs and repairs over which they have no control. They agreed to the terms with Elite which I'm sure was in Elites favor. Aside from the risk of low price, I never understood why?

[dewilson58]

Sorry about your experience.

Thanks for sharing to inform others.

NOW................hang on for all the experts and attackers.

[Velvet]

So in contrast let me tell when we got the washer and dryer from Costco 5 years ago. They came on time and we had a third party installer. He came when promised, hooked up everything, left me the papers and was on his way. I tried a load after he left and the floor was getting wetter and wetter. I called the number he gave me, he answered said he was on his way to Orlando but he circled back and tightened the hose at the back of the washer. He tested it again and again. Then wrote his private cell number on my papers to make sure I’d call him if there were any further problems. There weren’t. But the next day I got a call from him asking me if the everything was alright. He said I could call him anytime and he’d come.

Perhaps Costco changed installers since then, but I’ve never had better service.

[JohnN]

I'm glad posting the experience made you feel better.

[Innserelli]

Originally Posted by Velvet

So in contrast let me tell when we got the washer and dryer from Costco 5 years ago. They came on time and we had a third party installer. He came when promised, hooked up everything, left me the papers and was on his way. I tried a load after he left and the floor was getting wetter and wetter. I called the number he gave me, he answered said he was on his way to Orlando but he circled back and tightened the hose at the back of the washer. He tested it again and again. Then wrote his private cell number on my papers to make sure I’d call him if there were any further problems. There weren’t. But the next day I got a call from him asking me if the everything was alright. He said I could call him anytime and he’d come.

Perhaps Costco changed installers since then, but I’ve never had better service.

Generally I too have had good luck with Costco. As I said, I am still a fan. However, this was frustrating and now disappointing. And another little side note. The stove was the Samsung installed when the house was new, 5 yrs ago. We already replaced the Samsung microwave. Perhaps I am just reeling a bit from all the cost and hassle. But, this company lied in their report. There is no excusing a lack of integrity.

[Topspinmo]

I would have just hooked up gas line and checked for leaks with soapy water. But that’s me. I know how tight stuff supposed to be. if I don’t I have torque wrenches and degree meter.

IMO All you can do give the 3rd party installer bad review AFTER their done. With enough bad reviews maybe Costco will go with more reliable installers?

[Topspinmo]

Originally Posted by Velvet

So in contrast let me tell when we got the washer and dryer from Costco 5 years ago. They came on time and we had a third party installer. He came when promised, hooked up everything, left me the papers and was on his way. I tried a load after he left and the floor was getting wetter and wetter. I called the number he gave me, he answered said he was on his way to Orlando but he circled back and tightened the hose at the back of the washer. He tested it again and again. Then wrote his private cell number on my papers to make sure I’d call him if there were any further problems. There weren’t. But the next day I got a call from him asking me if the everything was alright. He said I could call him anytime and he’d come.

Perhaps Costco changed installers since then, but I’ve never had better service.

Was that in Florida?

[Topspinmo]

Originally Posted by Innserelli

Generally I too have had good luck with Costco. As I said, I am still a fan. However, this was frustrating and now disappointing. And another little side note. The stove was the Samsung installed when the house was new, 5 yrs ago. We already replaced the Samsung microwave. Perhaps I am just reeling a bit from all the cost and hassle. But, this company lied in their report. There is no excusing a lack of integrity.

I will never buy another Samsung or LG product again.

[Snakster66]

Bought new kitchen appliances from Costco this past year when we renovated the kitchen. Saved a bunch and delivery was great. But didn’t have to experience installer since the people doing the kitchen ultimately installed when they were ready to do so.

Installers are definitely the weak link in the chain unfortunately.

[Stu from NYC]

Sorry for your terrible experience. Thanks for sharing.

If this was me I would have called the store and cancelled the order. The installers were wrong and unprofessional and I would have not dealt with them.

[jrref]

We purchased our washer and dryer from Costco and couldn't be happier. They give your all the accessories that you would have to purchase separately with the price of the unit and they give you extra warranty. I think this is a "one-off" situation.

[HappyTraveler]

Originally Posted by Stu from NYC

Sorry for your terrible experience. Thanks for sharing.

If this was me I would have called the store and cancelled the order. The installers were wrong and unprofessional and I would have not dealt with them.

They had already taken delivery of the appliance. I would have been tempted to return it also because of the nonsense described but, that adds another layer of hassle plus the cost of hiring someone to pick it up and take it where? I'm thinking the local store won't take a returned appliance.

Then, they have to start over looking for a new range elsewhere.

[shaw8700@outlook.com]

Thank you for exposing this because we just bought a stove from Costco and it’s supposed to be delivered/installed on October 6th. Wish me luck!

[Risuli]

Originally Posted by shaw8700@outlook.com

Thank you for exposing this because we just bought a stove from Costco and it’s supposed to be delivered/installed on October 6th. Wish me luck!

Best of Luck!

Purchased a gas stove and a washer and gas dryer from Costco last year, which includes delivery, installation and haul away as well as extended warranties. The sales price including these services and warranty are what really sell Costco appliances. However, it MAY come with installation issues since these are handled by third party contractors. In my case for both the gas stove and gas washer (delivered separately) the delivery/installers showed up with the wrong size connections each time. They indicated that they would return with the correct connections and both times I never heard from them again. Fortunately, installing gas connections isn't that complicated and I self installed.