Ask any adult from the age of 30 and up( my best guess) and they're likely to be proud card carrying members of either COSTCO or Sam's Club warehouse. They may not possess a library card or transit card but rest assured, they are a loyal, die hard shopper of one or the other. My warehouse romance began light years ago, when I became a COSTCO member by working in the family business.
I was hooked from the moment I stepped foot inside those garage like doors. I can't pinpoint exactly what captured me so from the start but for years I was blown away by their premium quality products ( in all areas) and unbeatably low prices--not to mention those $1.50 Polish dog with soda combos. Over the years I eventually joined Sam's Club to pick up the occasional lot of staples but COSTCO was indeed my preferred choice-- until they weren't -- I'll delve deeper into that in a moment, but first let's examine what these two retail titans have in common.
Similarities
Annual memberships
Similar product lines of bulk items
Deeply discounted pricing
These are the basics of course, no surprises here--nothing new. Now the differences, especially as one warehouse continues to expand while the other rests comfortably on its laurels ( personal opinion) are becoming vast. While I will admit COSTCO still has a leg up when it comes to the food court selection....Sam's Club in my book is winning when it comes to customer service, community and coins.
Customer Service: As a consumer there is nothing more important to me than a company that values the people that keep them in business. Unlike COSTCO, Sam's Club offers direct delivery. Yes, COSTCO offers a delivery option on select items through a third party, however, Sam's offers delivery for a flat fee-- depending on which level membership you have the price wll vary slightly and the drivers are contracted through Sam's Club.
In addition to the delivery option, Sam's Club also offers a pick up option. Place your order, reserve your time and the associate will load your items upon arrival. This may seem minuscule post 2020, but for the shopper that works 3rd shift or is on call, and especiallythe customers that live with disabilities or mobility challenges, having these services as an option shows concern for the customer and a willingness to meet the moment.
On that note, it was a particularly unpleasant experience with COSTCO that forever changed my view of their organization and their leadership. As I mentioned above, I have been a COSTCO member since my teens--more than thirty years. Earlier this year during one of the worst flares yet, I managed to place an order for a few items for delivery. When you log onto the COSTCO website, you will notice shipping & handling has been calculated for you & included in the price shown. Hold onto that nugget.
My very basic order arrived on time without issue, until I noticed the receipt whe checking my box. I had never actually seen the receipt on a delivery and I now know rgat's because you're not supposed to. Looking at the receipt, it was clear that the price I was charged vs what the items in club cost were not the same. I'm not talking a few pennies, I was seeing an 18% increase to be exact.
In typical COSTCO fashion, I was passed from one person to the next before finally getting a return call. I won't give his name but he was beyond condescending and curtly reminded me that this policy of hiking fees was on the website and after a few deep breaths offered me a $20 or $25 gift card which I could use online. I was disappointed, disgusted and hurt that this was how COSTCO chose to engage with a long time customer, and one with disabilities no less.
From then until now, Sam's Club became my warehouse of choice. Sam's offers transparent pricing. No junk fees, mark ups or surprises. What you see online is what will be reflected on your receipt. Clear, concise and honest. Now this isn't to say I haven't ever had an issue of some kind with Sam's Club-- the difference between them and COSTCO in my experience is how they work to resolve customer concerns. Trust me with Sam's Club you will receive a prompt and courteous reply directly from management. It is unlikely that you're issue will ever need to go beyond your local warehouse. Absolutely STELLAR customer care and that is priceless.
Lastly, Sam's Club and it's parent company Walmart now offer health care services such as dental care, physicals, and counseling. As of now, these services are in select locations, so check your local warehouse/ Supercenter for details. I have had an opportunity to utilize some of the services and they are truly top of the line. My review on that is coming soon. Currency isn't always measured in dollars and Sam's Club seems to understand that. Chronic illnesses can make the most menial tasks, such as grocery shopping almost impossible. It's comforting to know there are a few places left that actually care and provide services to help make those rough days a bit easier without blowing your budget. Transarency in business is absolutely vital and in my opinion should be priority one for every company. Transparency is a trust builder. Customers, like me, will not patronize businesses where we feel and are shown that we are not valued. Til next time. 💓
#SamsClub #customerservice #Costco #sales #SamsClubFinds
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