the nearest warehouse or delivered to your
door by mail. Sign up for Costco.com’s automatic refill program to ensure that you never
run out of your medications again.
In addition to prescription medications,
Costco online, like the warehouses, carries
a large selection of vitamins and supplements, pain and fever reducers, and cough
and cold remedies.
Costco.com features some—but not all—
items available in the warehouses. In the past
year Costco.com has expanded its offerings
around some of the most successful warehouse items.
An example of this synergy is the online
assortment of Keurig K-Cups. Costco offers
four or five choices in the warehouses, but
online the selection numbers close to 20.
“We’ve taken the best-selling flavors from each
of our regions and now offer them online for
all of our members,” says Jim Klauer, senior
vice president, non-foods merchandising.
On the flip side, some items available
online are not available in the warehouse.
Artwork is one of them. Works of art are
unique and personal, not to mention fragile.
This season, Costco.com members can shop
from an extraordinary selection of prints by
well-known artists. Some of these limited-edition prints are even signed and numbered
by the artist.
“We couldn’t offer fine art on a pallet.
Instead, we can bring pieces you might find at
an art gallery to our members at an exceptional value online,” says Jim.
Service gets a boost
“It’s important to us that the online experience of every shopper is equal to the great
experience they have at the warehouse,” says
member service director Leah Monica.
This year, Costco.com shoppers will see
improved and expanded customer service
hours. To assist online shoppers, Costco.com
has a dedicated customer service number
(1-800-955-2292) and service hours were
extended. For the holidays, hours have been
further expanded: Monday through
Friday from 4 a.m. to 9 p.m. PST, and
Saturday and Sunday from 5 a.m. to 8
“We’ve been planning for the holi-
days since last year,” says Leah, “and have
added staff to reduce our members’ time
To help members avoid waiting on
the phone altogether, Costco.com uses a
call-back system that offers the option of
receiving a call back when an agent is
free. You don’t lose your turn in line!
“All customer service agents are
given extensive service training,” says
Leah. “They can answer product ques-
tions, help with online account setup and
explain shipping and delivery options.”
To quickly get started, members can go to
Costco.com and click on “FAQs” (frequently
asked questions), a great resource on how to
order online and what to expect after you’ve
made your purchase. This section answers
questions regarding shipping, tracking and
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