Costco 「全城配」挑战会员耐心丨商业 Friday

Core Viewpoint - Costco's recent launch of its city-wide delivery service has led to disappointment among members due to issues such as missing ice packs and slow delivery times, raising concerns about member retention and service quality [3][4][8]. Group 1: Member Experience - Members have expressed dissatisfaction with the delivery service, citing issues like delayed delivery times and inadequate packaging for perishable items, which has led to food spoilage [3][5][6]. - A member, Alice, who has been with Costco for five years, is reconsidering her membership renewal due to the poor delivery experience compared to competitors like Sam's Club, which offers faster and more reliable service [4][8]. - Another member, Bob, reported a mix-up with his delivery timing, highlighting the inconsistency in service quality and communication [6]. Group 2: Competitive Landscape - Costco's entry into the Chinese market has been slower compared to competitors like Sam's Club, which has established a more robust e-commerce and delivery system since its entry in 1996 [7][8]. - Sam's Club has successfully implemented a "1-hour express delivery" service and has partnered with strong local logistics providers, giving it a competitive edge over Costco [7]. - Other competitors, such as Hema and Dingdong Maicai, have also leveraged superior delivery services to reshape consumer shopping habits, further intensifying competition for Costco [7][8]. Group 3: Delivery Service Challenges - Costco's delivery service relies heavily on third-party logistics, which has resulted in inconsistent service quality and customer dissatisfaction [5][8]. - The company offers various delivery options, but the lack of a dedicated customer service platform for e-commerce has led to confusion and frustration among members [5][6]. - The high delivery fees and limited store presence in China contribute to the overall dissatisfaction, as members feel they are not receiving value for their membership and delivery fees [8][9].