Complaints

This profile includes complaints for Costco Wholesale Canada Ltd. HQ's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Costco Wholesale Canada Ltd. HQ has 49 locations, listed below.

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• 

  Costco Wholesale Canada Ltd. HQ

  415 West Hunt Club Road Ottawa, ON K2E 1C5

• 

  Costco Wholesale Canada Ltd. HQ

  230 Chain Lake Drive Halifax, NS B3S 1C5

• 

  Costco Wholesale Canada Ltd. HQ

  293020 CrossIron Common Balzac, AB T4A 0J6

• 

  Costco Wholesale

  18182 Yonge St East Gwillimbury, ON L9N 0J3

• 

  Costco Wholesale

  35 John Birchall Rd Richmond Hill, ON L4S 0B2

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.

• Initial Complaint

  Date:11/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  here it is in nut shell Costco renewed our membership card without our agreeing to it. Now the bank wants their money . I have called Costco at least 5 times on the issues and the same for the bank. Now the bank is charging us intrest for every day it isn't paid. We feel we didn't ask COSTCO to do this so why should we pay. The nearest COSTCO IS IN LONDO 21/2 HR DRIVE FROM WHERE WE Live . WE BELIEVE IT WASN'T WORTH THE TROUBLE TO Renew again. I have called COSTCO at least 4 times when they didn't place the refund on my **** card like they said they would. I contacted the bank and told them what was happing. They informed me that Costco had not refunded the money to them. That was a second recordation to them instead of putting on my card.

  Business Response

  Date: 11/06/2025

  Hello,

  We have contacted the member and a refund was processed. The member should receive it shortly. This is resolved.

• Initial Complaint

  Date:27/05/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  On March 25, 2025, I purchased a snack product (KS Sweet Heat Snack Mix) from Costco Canada. While consuming the product, I bit into a hard, unidentified foreign object embedded inside, which caused significant damage to my front teeth. As a result, I have required four separate dental treatments to date, including emergency care, diagnostics, and restorative procedures. These services have resulted in over $500 CAD in out-of-pocket expenses.Despite reporting the incident immediately through Costco, I have received limited communication from the product manufacturer or Costco Canada. The claim handling process has been extremely slow and ***************** dental injury is directly linked to the product, and both the manufacturer and retailer have failed to take responsibility. I have submitted documentation, including receipts, photos, and medical explanations, but have yet to receive a resolution or meaningful communication. Due to this experience, I have also filed complaints with Health Canada and Consumer Protection ********I am seeking full reimbursement for all dental costs related to this injury. I also request an apology and a formal investigation into the products safety and quality control. Costcos lack of action has caused not only physical harm but emotional stress and disruption to my work.I hope BBB can help bring attention to this matter and urge Costco Canada to handle this case responsibly.

  Business Response

  Date: 08/06/2025

  We escalated this to the warehouse team to review and assist the member. 

  Customer Answer

  Date: 09/06/2025

  Complaint: 23380949
  
  I am rejecting this response because:
  

  I reject this response as it lacks specific information regarding the resolution of my complaint. The business only stated that the issue was escalated to the warehouse team, but I have not received any further updates, communication, or resolution.
  
  Please provide clear details of what actions have been taken or will be taken, including timelines and follow-up procedures.
  
  Without a concrete resolution or proof of action, I cannot consider this matter resolved.
  
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 11/06/2025

  This case has been assigned to a resolution team and communication must be directed to them for details on the case. We are unable to provide further updates through this platform. We have noted the rejection and passed it to the team assigned to the case for further review. 

  Customer Answer

  Date: 17/06/2025

  Complaint: 23380949
  
  I am rejecting this response because:
  

  While I understand that the case has been assigned to a resolution team, I would like to inform you that I have not yet received any communication from the assigned team. I kindly request that you follow up to ensure that the team contacts me and takes the necessary steps to resolve this matter.
  Your assistance in facilitating this process would be greatly appreciated.
  
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:21/05/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  On April 7, 2025, I experienced a distressing incident at Costco Warehouse #*** (*********************************************************************************). During a moment of emotional overwhelm, I accidentally carried one bottle (from a two-pack) of Restoralax past the register. Within 2030 secondsbefore exiting the storeI voluntarily returned the item to a nearby staff member, who confirmed my bag was clear. Despite my immediate correction, I was issued a written trespass notice, had my Costco membership and ********** permanently canceled, and was fined $65 after police were calledat my own request due to feeling unheard.I have since submitted multiple respectful written requests for resolution, including a letter on May 11 asking for this to be resolved in writing and escalated beyond the store. I have been repeatedly redirected back to the same warehouse that legally banned me, and no meaningful resolution has been provided. Calls have continued despite my clearly stated boundaries, adding to the emotional distress.I am seeking:Reinstatement of my Costco membership and Mastercard;Recovery of $87.80 in unused cashback rewards and the $50 promotional bonus promised at sign-up;Reimbursement of the $65 police fine;A written acknowledgment of the emotional harm and reputational damage caused.If no resolution is offered by Friday, May 31, 2025, I will escalate this matter to the ********************* of Costco (Office of the President).

  Business Response

  Date: 25/05/2025

  This is under review. 

  Customer Answer

  Date: 28/05/2025

  Complaint: 23361026
  
  I am rejecting this response because: 

  Thank you for the update.
  I must respectfully reject this response, as This is under review does not provide any information, action plan, or acknowledgment of the situation that I raised in my original complaint.
  I am seeking a formal written resolution through Costcos corporate office, as I was issued a written trespass notice following an incident in which I voluntarily returned an item and was still treated unjustly. Since then, I have received vague emails and repeated phone calls despite my clear and respectful request for written communication only.
  I remain open to resolving this fairly, but I ask that Costco provide a meaningful written response that acknowledges the harm, clarifies my status, and explains what steps will be taken to restore fairness and trust.
  Thank you for your support in this matter.
  
  Sincerely,
  
  Nazanin **********

• Initial Complaint

  Date:20/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  $200 discount is missing in my order.There are two discounts that can be combined and applied together.- "Purchase 2 save $100; Purchase 3 save $400; Purchase 4 - 6 and save an additional $200 per piece", and - "Spend $1,000, save $100; Spend $2,000, save $200; Spend $3,000 or more, save $400"Since I bought 5 items, I should be getting a discount of $1400, which is a combination of $1000 ($200 each for 5 items) and $400 (from the purchase over $3000). But I only got $1200 discount, missing $200.I spent a total of 54 minutes from 2 calls on 2025-05-20 trying to tell the customer service department where the discount may have gone wrong.- 4 min (8:11am) for first call that got cut off - 50 min (8:17am) for second call talking to ****** and **** both are stubborn and self-centered enough to ignore the situation, which made me very frustrated to speak ***** the second call, I was able to pull myself out from our own point of view and tried to understand what *** said. He said the $400 is capped at 3 items, the $200 discount is for items 4-6 only. I found the wording on the ************************* website is very misleading that it would make you think you get $200 discount on each item when you buy 4-6 items. Meanwhile, I proved that the system is having some error of not applying the $200 during the checkout, which *** never agreed on it. And I walked him through my process and took a few screenshots to prove that.When I placed 3 items in my order that exceeded $3000, according to ***'s point of view, I should have got $800, but I got $600 instead. The $200 is already missing there. And he still did not agree I was right and the system was wrong. He also said that he had the ability to issue me $200 credit. I view it as an empty promise, but I am filing this complaint so that Costco can address its misleading marketing terms and do a fair judgment.

  Business Response

  Date: 23/05/2025

  Good Afternoon,

  Member was contacted by an ecommerce supervisor and issue taken care of. 

  Thanks

   

   

• Initial Complaint

  Date:18/05/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  People blocking parking spaces by personally standing the parking spot and using expletives if asked to ******* parking management turned to a bad experience. Threatening actions leading to feeling of unsafe environment to be at costco.Having security at the parking lots monitoring and performing management and not allowing someone to physically stand in parking sport to block the spot as this puts other customers at risks and insurance libaiity.Hope costco improves on customer experiences and providing safe environment

  Business Response

  Date: 13/06/2025

  Good Morning,

   

  This has been sent to the appropriate team to address. 

  Customer Answer

  Date: 18/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:09/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dear BBB and Costco Customer Service,I am submitting this formal complaint regarding my Costco membership purchased via Groupon (Groupon Code: EEQERM54RYMI4UVU, Costco Membership Number: ************, Email: *****************************).Despite purchasing the membership over eight months ago, it remains inactive, and I have been unable to place any online orders or access membership benefits. I have followed up multiple times over these months, but the process has been marked by silence, vague responses, and unkept commitments, leaving me feeling deeply disappointed. I have been told to go to the physical Costco store to get my membership checked, which is unacceptable.Costco is a trusted brand, which is why I chose to become a member. I still believe in the company's values and commitment to customer service. Thats why I am hopeful ******************** will do the right thing.I respectfully request:- Immediate cancellation of this non-functional membership.- A full refund, ideally issued via a Costco gift card.I trust in Costcos integrity and am confident you will resolve this matter promptly and fairly.Sincerely,Akshay Goel

  Business Response

  Date: 03/06/2025

  Good Afternoon,

  Member has been contacted to resolve. 

   

  Thank you

• Initial Complaint

  Date:08/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They are not processing reund of my cancelled ******** has been over 3 weeks.Very bad customer service Not responding my email queries

  Business Response

  Date: 08/05/2025

  The refund has been moved to credit as of today. The credit will appear in your account within 2-3 business days. An email has been issued to you as confirmation.

• Initial Complaint

  Date:29/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Good Evening, I am writing to you in complete disappointment. I purchased a phone from the Phone kiosk at the Costco Retail outlet. With the agreement to sign on to the phone program, I was offered a few gift cards that I have had to call Costco customer service 3 times to have fixed, and to date, it still is not fixed. CARD 1 -->************** 3212 Pin **** for $150.00 STILL OUTSTANDING CARD 2 ---> 6332 7008 3500 6118 Pin **** for $50.00 USED CARD # ---> ******************* Pin 1692 in the amount of $150.00 USED Card 1 is the card in question. We have been told twice by customer service that this card would be active and there would be no issues once they reissued it. It was reissued on April 16 for $150.00. However, when we went to the store to use the SHOP CARD, it was not active. We had the cashier try 2 or 3 times, and a manager try to transfer the funds to an actual SHOP CARD in the store. None of these times that we were told it was corrected was it corrected. We have spent hours on the phone trying to fix this situation, and now we are left with a gift card that does not work. Please advise further as to how we can have this fixed! This was issued and has never worked. Thank you ******* ****** ************

  Business Response

  Date: 02/05/2025

  We have reviewed this with our internal team and will have a representative reach out to address your inquiry.

• Initial Complaint

  Date:27/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a cash card for CAD600 from my ******* debit card on Apr 15, 2025 at Costco *********************************** However, yesterday I noticed that there were 3 more transactions on my debit card made by Costco for April 16 2025, not done by me Subtracting from me $459.96 Return $459.96 Subtracting from me $249.98 Therefore, I lost the complaint with my bank TD yesterday and came to the same Costco just now. The Costco employee I met today was I think the same person I had dealt with on April 15 2025 He said that there are no record of any purchases for the above mentioned three transactions and that the account stuff is not here today. He also noted my debit card number and said that he will contact me *********** membership number is ************

  Business Response

  Date: 27/04/2025

  Someone from our team will reach out for assistance. 

• Initial Complaint

  Date:26/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 bought a 50-inch ********** at Costco on July 28, 2024. Costco provided a two-year warranty, but it stopped working after a few months. I called Costco's hotline three times, but Costco refused to return or repair it.

  Business Response

  Date: 27/04/2025

  Someone from our team will reach out to provide assistance and review options. 

  Customer Answer

  Date: 29/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** **