Summarise all the issues of my complaint of the attached emails: {Attention: The Executive Management Team and Directors

Dear Sir/Madam,

We are writing to you with mounting frustration and disappointment due to the lack of response to our previous email dated 10th April 2023. Our original complaint outlined the unacceptable circumstances surrounding the incorrect trading hours display on your website, inadequate contact information, and the resulting substantial inconvenience we experienced.

It is important to note that we made a phone call to your office shortly after sending our initial email. We were informed that you had received our email and would reply within a few days. However, this has now been over three weeks and we are yet to receive any form of acknowledgement or response from your company. This continued ignorance of our concerns, as well as your legal obligations, is utterly unacceptable.

We demand immediate action, an official apology, and assurance that this issue will be resolved to avoid any further inconvenience for us and Costco customers. Your sustained silence only serves to exacerbate our dissatisfaction and bolster our belief in Costco’s disregard for customer rights and proper service standards. Your indifference to our plight is genuinely disheartening and amplifies our determination to pursue this issue until a proper outcome is achieved for us.

If we do not receive a response addressing our concerns and outlining the compensation we deserve within the next 48 hours, we will be forced to escalate this matter to the Australian Competition and Consumer Commission (ACCC) and seek recourse.

We expect a prompt reply, including a direct and accessible email address and additional contact information, so that we can communicate swiftly and effortlessly for the resolution of this matter. The lack of response thus far is simply unacceptable for a company of your stature, and frankly, we have lost faith in your brand due to your blatant indifference to your customers’ needs.

Your urgent attention to this matter is now of the utmost importance. If we do not hear back from you within the specified timeframe, we will proceed with taking further action.

Yours faithfully,

R&L Verrelli

 
On Mon, 10 Apr 2023 at 17:44, Rocco Verrelli <rlverrelli@gmail.com> wrote:
Costco Wholesale Australia Pty Ltd

17-21 Parramatta Road
Auburn NSW 2144

Attention: The Executive Management Team and Directors

Dear Sir/Madam,

COMPLAINT CONCERNING INCORRECT OPENING TRADING HOURS DISPLAY, INADEQUATE CONTACT INFORMATION, AND REQUEST FOR COMPENSATION

This is to express deep dissatisfaction and lodge a formal complaint regarding the incorrect and misleading display of trading hours and the absence of a readily available contact email address on your website.

On 7th April 2023, my wife and I made our way to your Auburn store at approximately 1:00 PM, only to discover it was closed, leaving us shocked and highly disappointed. Prior to our departure, we had consulted your website and even phoned your store for confirmation. The phone message did not state you were closed but directed us back to the website, which falsely indicated the store was open.

Upon arriving at the Costco parking lot, we observed several other vehicles attempting to access the locked car park, intending to go shopping. But unfortunately, the store was shut, and we were forced to leave, feeling frustrated, upset, and misled.

Our long journey to your store not only caused us to waste petrol and increase the wear and tear of our vehicle but also led to the squandering of our valuable time. This time could have been better spent on other activities, rather than being frustrated and upset by the carelessness of a multi-billion-dollar company such as Costco.

After returning home, our annoyance was further heightened as we were unable to find a direct contact email address on your website for communication. This gave the impression that it was intentionally withheld to deter customers from lodging complaints. It denotes your indifference to the customer’s needs and only serves to exacerbate our discontent and sense of misrepresentation by your company. This is contrary to proper customer service practices and is regarded as unlawful.

The incorrect trading hours display, coupled with the challenge of locating a contact email to voice our concerns, has led to a substantial waste of our time and money, as well as fuelling our frustration. Consequently, our loyalty to your brand has been significantly compromised.

Your failure to fulfill your legal obligation to accurately display your opening hours, offer accessible communication channels, and the misleading actions you have demonstrated have considerably damaged our trust in your brand. These experiences have left us feeling deceived and disillusioned, which has only fuelled our determination to ensure compliance with the Australian Consumer Law (ACL) legislation.

In light of these events, we call for fair compensation for the losses and emotional distress we have experienced due to your negligence. We expect a swift response to this letter, outlining the measures you will undertake to remedy this situation and the compensation we expect to receive for the negative impact of your actions.

Please ensure your response contains a direct, accessible email address and additional contact information, allowing for seamless communication to resolve this issue without causing further delays and frustration.

We eagerly await your timely response.

Yours faithfully,}