Workflow
Costco全城配服务
icon
Search documents
Costco「全城配」挑战会员耐心
36氪· 2025-05-09 12:37
Core Viewpoint - Costco's recent launch of its city-wide delivery service has led to disappointment among members due to poor service quality and delivery issues, raising concerns about its competitiveness against rivals like Sam's Club [4][6][9]. Delivery Service Experience - Members have expressed dissatisfaction with the delivery service, citing issues such as lack of ice packs for frozen items and delayed delivery times, which have led to food spoilage [4][6]. - A member's experience highlighted that while Sam's Club offers a more efficient delivery service, Costco's delivery system appears to be underdeveloped and reliant on third-party services [6][7]. Comparison with Competitors - Sam's Club has established a more robust delivery system since entering China earlier, utilizing partnerships with local delivery services to enhance customer experience [7][11]. - Costco's delivery options include various pricing structures, but the overall experience has not met member expectations, especially when compared to competitors who offer free or faster delivery [8][10]. Market Position and Challenges - Costco has only seven stores in China, which contributes to higher delivery costs and limits its ability to compete effectively in the market [10]. - The company is perceived to be lagging in adapting to local market demands and improving its e-commerce capabilities, which could jeopardize its membership retention [9][11].
Costco “全城配”挑战会员耐心丨商业 Friday
3 6 Ke· 2025-05-09 05:00
Core Viewpoint - Costco's recent launch of its city-wide delivery service has led to disappointment among members, highlighting issues with delivery speed, food quality, and customer service compared to competitors like Sam's Club [1][2][6] Delivery Service Experience - Members have reported slow delivery times, with some orders taking up to half a day to arrive, and inadequate packaging for perishable items, leading to food spoilage [1][5] - Costco's delivery options include "immediate delivery" and "scheduled delivery," both costing 20 yuan, which some members find unappealing given competitors' free or faster delivery services [5][6] Comparison with Competitors - Sam's Club has established a more efficient delivery system, having partnered with strong local partners and offering a "1-hour express delivery" service since 2018, which has contributed to its competitive edge [4][7] - Other competitors like Hema and Dingdong have also successfully implemented superior delivery services, reshaping consumer shopping habits [4][7] Challenges in E-commerce Strategy - Costco's e-commerce strategy has been slow to develop, relying initially on third-party services and only recently moving towards self-operated delivery systems [3][6] - The company currently lacks a dedicated customer service platform for e-commerce, leading to confusion and dissatisfaction among members regarding order fulfillment and returns [3][6] Market Position and Future Outlook - With only seven stores in China, Costco faces high delivery costs, which is reflected in its pricing strategy for delivery services [7] - The company needs to adopt more effective e-commerce practices and learn from local competitors to improve its market position and member satisfaction [7]
Costco 「全城配」挑战会员耐心丨商业 Friday
36氪未来消费· 2025-05-09 03:27
不少会员在试用 Costco 近期上线的全城配服务后,流露出失望的情绪。 "上海最快只能半日达,中午11点半下单,下午6点才送到,地图上看配送来回倒腾,最近这么晒的天气,袋子里甚至没有冰袋,我的冻虾已经发红了, 这不是在糟蹋食物吗?"家住长宁、碰上堵车开了1个多小时到达 Costco 上海闵行店的 Alice 准备找店员理论。 会员对 Costco 的信任,因缺失的冰袋和保温箱而有部分流失。 作者 | 彭倩 编辑 | 乔芊 "Costco 全城配是来劝退会员的吗?" 她发现,走进这家 Costco 中国内地的线下首店,看不到任何与配送服务相关的信息,哪怕大老远跑来门店向线下店员咨询情况,对方的回复则是:不 是一套系统,不太清楚线上的事情。但线上客服并未告知如何退货,售后退货的问题一时卡在原地。 对比之下,山姆的服务显得省心许多。上周五,她照例在下班前购买了一次山姆的冻品,"极速达"送到家门口只花费了1个小时,下班后她临时选择去打 球,当天晚上到家已经11点左右,山姆保温袋里的冰袋和冷冻食物都还好好的。 当会员超市"免费配送"、"小时达"在中国已是司空见惯,Costco "满足299元门槛还要收费","最快半日 ...