Costco, the beloved bulk retailer, is facing a firestorm of customer backlash over a seemingly small change that’s sparked big frustration. Shoppers are up in arms about the switch from plastic containers to flimsy plastic bags for ready-cooked chicken, a move that symbolizes broader discontent with the retailer’s product quality and policy shifts. This isn’t just about chicken—it’s about trust in a brand many see as a cornerstone of frugal, efficient shopping.
According to the Daily Mail, from packaging woes to product swaps, Costco members are voicing widespread dissatisfaction with changes implemented over the past year, including the chicken packaging switch, subpar diapers, and food court menu alterations, while the retailer tries to offset unrest with perks like extended shopping hours for Executive members.
Last year, Costco made a pivotal change by moving its ready-cooked chicken—still priced at a wallet-friendly $4.99 despite inflation—from sturdy plastic containers to plastic bags. Shoppers quickly noticed the difference, and not in a good way. Many report leaks and poor handling, driving some to competitors like Aldi or Sam’s Club for rotisserie options.
“They fall apart,” one shopper vented on Reddit about the bagged chicken, highlighting frequent leaks during defrosting. Another added that separating portions is a messy ordeal due to thin seams. A third unnamed individual called the plastic “razor thin,” prone to breaking with basic handling. The frustration doesn’t stop at chicken. Costco members have also slammed the quality of chicken breasts, calling them unappetizing, alongside other products like salad, tofu, and peanut butter. One Reddit user lamented, “I wish the peanut butter... came in glass.”
Other gripes include tofu lacking the protein punch of competitors like Sprouts, as one customer noted on Reddit. Shoppers also mourn the loss of flavorful muffins, now described as “bland and dry.” Even microwave popcorn bags have drawn ire for faulty glue, requiring a knife to open.
Costco’s food court hasn’t escaped criticism either, with the retailer swapping Pepsi for Coca-Cola and prompting customer backlash. The removal of cinnamon sugar churros and the introduction of frozen strawberry lemonade only added fuel to the fire. These changes feel like a betrayal of loyal members expecting consistency.
Another sore point is the shift in Kirkland diapers after longtime supplier Kimberly-Clark ended its partnership to focus on premium products. The new supplier, First Quality, has left customers labeling the diapers as “cheap.” This switch reflects a broader pattern of perceived quality erosion.
Costco’s growth continues unabated, with nearly 1,000 locations and plans for a standalone gas station in California next year. Yet, customer trust is wavering as complaints pile up. The Daily Mail has reached out to Costco for comment but awaits a response.
To appease its base, Costco has rolled out perks like extended shopping hours for Executive members, who pay $130 annually. They can now shop from 9 a.m. on weekdays and Sundays, and slightly earlier on Saturdays, gaining an edge over Gold Star members. Gas station hours have also expanded, opening at 6 a.m. daily.
However, not everyone is thrilled with these changes. Some employees struggle to adapt to the new store hours, hinting at operational hiccups behind the scenes. Perks may help, but they don’t address the core issue of product dissatisfaction.
For financially savvy shoppers, Costco remains a bastion of bulk savings and efficiency—a key wealth-building tool. Yet, these missteps raise questions about whether the retailer prioritizes cost-cutting over customer loyalty. If you’re an Executive member, those early hours might save time, but will they offset leaky chicken bags?
From a free-market perspective, Costco’s decisions reflect a business balancing growth with margins—a classic Chicago School dilemma. But when quality slips, customers vote with their wallets, as seen with those flocking to competitors. This backlash is a reminder that even giants must heed consumer demand.
Investors eyeing retail stocks might watch how Costco responds to this unrest. Could these complaints signal deeper operational challenges, or will perks like extended hours rebuild trust? Long-term, consistent value—not just low prices—drives loyalty in competitive markets.
For now, Costco shoppers face a choice: stick with a retailer they’ve long trusted or seek alternatives that better align with their expectations. If you’re frustrated, consider voicing feedback directly to Costco—market feedback drives change. And if you’re hunting for savings, compare competitors’ offerings; your dollar is your loudest vote.