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Business Profile

Online Retailer

Costway

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:21/04/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a kitchen cart from this company and when putting it together we realized that not only are we missing two wheels but we’re missing an entire drawer and 90% of the parts are damaged in some way. I have emailed the company and they aren’t answering me. **** ******** * ******* *** * **** **** ** *******

    Business Response

    Date: 25/04/2025

    Hi
    We have contacted the customer and provided a solution: a full refund (except CAD $5.83), CAD $5.83 is Extend Shipping Protection Plan, we're unable to refund CAD$5.83 Extend Shipping Protection Plan once order has shipped and has a delivery,the customer does not need to return the product to us.
    The customer agree refund, so we have refunded the order , please ask the customer to check his original payment account.
    We have solved the problem, pls help us close the case.
    Have a nice day !
    *****

  • Initial Complaint

    Date:18/04/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a portable air conditioner from ********* website that was sold by *** ***** seller Costway. The air conditioner arrived defective and with missing parts. For over a week I have been fighting with Costway employees who finally agreed to fully refund my money and for me to dispose of the air conditioner as they do not want it back as is defective. Costway has acknowledged the air conditioner is defective and missing parts and promised they would fully refund my money and they have not. For the past 4-5 days I have received several messages from Costway employees and a phone call citing they will refund my money and I do not have to return the defective air conditioner but to date Costway has not refunded my money and is giving me the run around. They claim to be reputable company yet they are not keeping their promises or standing behind their merchandise. **** **** ******** **** ****** * *** ******* **** *** **** ******* *** ***** ***** ****** ***** * **** *** ****** *** * **** **** ******* ****** **** *********

    Business Response

    Date: 20/04/2023

    Hi

    For order ******************** we have full refunded for this order, customer do not need to return item.

    Have a nice day!

    Customer Answer

    Date: 20/04/2023

    Better Business Bureau:

    I have reviewed the response made by the business and find that this resolution is satisfactory to me.

    Sincerely,


Costway is NOT a BBB Accredited Business.

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