1518 Dement St.
Honolulu, HI, 96819
December 3, 2014
Costco Wholesale
525 Alakawa St
Honolulu, HI 96817
Dear Costco Administration,
For many years my family and I have valued the service provided by your company. With great variety, quality, and reasonable prices Costco is our first resort when it comes to preparing for family gatherings or shopping for our daily meals.
Recently we have been having issues with standing in long lines and seeing only a few lanes open at checkout. A few days ago my mom and I were on our way to pay for our groceries when we came across large crowds near the checkout area. We noticed that only the center lanes were open, which caused the long lines. At the same time we saw multiple lanes towards the ends that were "closed". Like most households we do our shopping on the weekends when it is most convenient considering our busy schedules. We've noticed the weekends are also the most busiest working days for this business. Since its the holiday season more families are taking frequent trips to your stores to prepare for gatherings, but that doesn't mean it's not a year round issue. I understand your workers have other tasks to do, but I feel that, especially during the weekend, more workers should be assigned to checkout to accommodate the amount of customers.
In addition, while waiting in line I have witnessed customers complaining on how they were on a tight schedule and how the lines weren't working to their favor. Like most stores, cashiers are in charge of a large portion of customer service. With that in mind I think more employees should take on the task to ensure customers an enjoyable shopping experience.
Through this all, the employees working in the open checkout lanes were very considerate and diligent. They were well-aware of the long lines and worked to the best of their ability to prevent customers from having to wait too long. With all that they do to ensure an efficient shopping experience for your customers, I do not feel they should have to work more than they have to when more lanes could easily be open.
I have no objection to your companies way of dispersing employees to different tasks, but I feel you should do a better job at allowing your customers a comfortable shopping experience by not having them wait in long lines for majority of the time.
Sincerely,
Sheryl Cheong
