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].

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]

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].