Last year, Narcity spoke to employees Beth* and Hannah* to get insight into all of the ways shoppers are getting things wrong at the wholesaler. From the hoarder to the plastic wrap ripper to the serial returner, these bad Costco customers could be causing chaos without even realizing it!
If you have a Costco Canada membership, here's how to avoid being "that customer" and make life a little easier for the folks working hard to keep the holidays running smoothly.
The hoarder
According to Beth and Hannah, handling this type of Costco shopper is always challenging, especially when high-demand items hit the shelves.
Hannah shared a wild story about shoppers going to extreme lengths to stockpile certain products during the COVID-19 pandemic.
"There were people that had just bought a fresh pallet of Lysol wipes. These people literally went to their car, changed their wigs, came back in, and grabbed another two. They went out, changed their jacket, came back, grabbed another two!" she told Narcity.
"Why do you need that many Lysol wipes?!" she asked. "And the size of them, it's not just your standard 100 wipes, it's 250! It's just bizarre."
Beth and Hannah emphasized that cashiers notice these types of behaviours, and if someone is caught, their membership could be flagged or even blocked.
Even now, when there aren't limits on most products, hoarding remains a problem—especially when certain items go viral. According to Hannah, the Costco Finds Canada Instagram page can spark a frenzy, with shoppers rushing to grab the hottest deals.
"They're usually buying up for their friends and their families. So [products] run out of stock, like immediately," she said.
The cart blocker
If you want to be in the good graces of Costco employees — and other shoppers, too — then you don't want to be a cart blocker.
These are the customers who go into an aisle, leave their carts there and go to another part of the aisle to look at something else as other people, customers and employees, are trying to get by.
"It just causes more traffic and the flow stops in the store. Just the one cart," Hannah revealed.
Beth also noted that it causes a backlog, especially in the bakery, meats, deli and produce departments, because those areas typically don't have a lot of space.
The tip from employees? Shoppers should just push their carts off to the side, simple!
The serial returner
Costco has a pretty relaxed return policy but some shoppers occasionally take things too far.
When it comes to electronics, customers have 90 days to return items that they don't want anymore. However, for most products, there is no deadline to bring them back.
"One customer returned a pillow after seven years because 'it didn't feel right,'" Hannah revealed. "There was also someone who returned a fake plant because they were watering it and they didn't know it was fake!"
She added that some buyers even return their old groceries.
"They’ll freeze their meat if they don't like it and they'll return it."
According to both Costco employees, the generous return system is sometimes taken advantage of by customers who think there are no consequences.
"We get it, but we track you," she said. "We understand, okay, maybe you didn't like these avocados this time, and maybe the next time. But after that, we're going to have a conversation. 'Maybe we're just not the right fit for your produce,' or something like that."
The plastic wrap ripper
Another common mistake shoppers make at Costco involves the plastic-wrapped products stored on the upper shelves in the warehouse.
"You don't have to rip the saran to try and get that one box of whatever you need—it's on the floor," Hannah explained.
Beth added that if you can't find what you’re looking for, it's always better to ask a Costco employee for help. "They'll help you find where the product you want is on the floor," she said.
Generally, if an item is stored on the higher shelves, it means it's also available somewhere on the main floor.
Hannah pointed out the risks of tampering with the wrapped pallets. "It's bad. If you were to rip the saran and grab, it could cause a domino effect," she warned.
Not only could this damage products, but both employees emphasized that falling items could seriously hurt you or other shoppers. Bottom line? If it’s not on the floor, ask for help—don’t take matters into your own hands.
The rack shopper
If you want to avoid being a difficult shopper, Costco employees suggest sticking to the counters instead of grabbing items off the racks.
"What you're doing wrong is you're touching the deli racks—you should be going through the counters," Hannah told Narcity.
Hannah explained that the racks are used to restock the counters, not for customers to pick from. "So, we bring out racks of food from the deli, right? To stock the counters. And people are like, 'Oh, I'm just gonna grab it off the rack so I don't mess up your display.'"
While that might seem thoughtful, it’s actually not helpful. "We could be taking out the product, we could be re-pricing the product," she said.
Beth chimed in to add another reason to avoid the racks: "Sometimes products with upcoming expiry dates end up on the rack too, so it's a risky move to just grab from there."
Bottom line? Stick to the counters. It keeps things smooth for the employees and ensures you’re getting the freshest items.
The mess maker
Beth and Hannah shared another common issue: shoppers who come to Costco intending to buy just one thing but end up at the checkout with their arms overflowing with products. This often leads to dropped items and, inevitably, a "huge mess."
"If they make a mess, they should automatically find somebody that works there—doesn't matter who it is—in any department and let them know right away," Beth said.
The problem doesn't stop there. Fallen items can create hazards for other shoppers, who might trip or slip if they're not paying attention.
Hannah offered a simple tip for those who say, "I only need one thing," but then grab more: "Go to the produce section, grab a box, and then continue shopping."
The best part? Those boxes are free, so you won't have to spend a dime to keep things tidy. It's a win for you and for the employees who won't have to clean up after you.
This story has been updated since it was originally published in November 2023.
*Names have been changed to maintain confidentiality. Narcity has verified their identity.
This interview has been condensed and edited for clarity.
