Business Profile

Incorporation

Costco Wholesale Canada Ltd. HQ

Headquarters

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Complaints

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

Customer Complaints Summary

231 total complaints in the last 3 years.
87 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.

Initial Complaint
Date:23/05/2024
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.
I purchased a Hot Tub from Costco.ca and within a month from the delivery it was leaking a considerable amount of water. They agreed to exchange the Hot Tub . With a lot of chaos there was an exchange made. Within a year the 2nd hot tub was leaking differently but more than the first Hot Tub. The vendor of the Hot Tub agreed to an exchange only. At this time I have zero faith with the Hot tub company but feel Im at their mercy. I received my 3rd Hot Tub Jan 31, 2024 and it stopped working April 4,2024. The technician confirmed the third spa spa pack. The internal computer is bad. I am now told that they will replace the spa pack only and all warranty, etc. is completed. I asked the technician how confident he was where this is my third spa in the spa pack change out, he cant make any promises either due to the history of the company . I have at this time requested a full refund and for them to remove the hot tub from my yard. I did not ask for the electrical bills. The chemicals are lost the electricians Ive had to pay for to disconnect and reconnect the time and energy Ive gone through in the last two years and seven I have only asked for a refund for exactly what I paid, and remove it from my yard so that I can do business with a different company. They told me the only option I have is to replace the whole computer system of the brand new spa and theres no warranty left. I have done nothing but be patient and go along at their mercy hoping to resolve this issue. I cannot do that anymore at this time and I have no idea where to go from here, please help
Business Response
Date: 01/06/2024
We are currently reviewing the issue.
Initial Complaint
Date:22/05/2024
Type:Order 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.
Insurance policy was due to renew, so i was getting quotes from costco insurance(Broker)They provided me with cheaper prices, but told me i could not be insured. The insurance was through ********* and i was already with Pembridge at a higher price from another broker. Costco insurance said they did not want to cause a conflict. I just wanted cheaper prices, but was denied.
Business Response
Date: 10/06/2024
"Costco is ensuring Inova is continuing to work with Pembridge to see if there is a way to assist the member".
Customer Answer
Date: 10/06/2024

Complaint: 21744807

I am rejecting this response because: there is no solution being offered . They only state that they will keep working on it. I want my quoted price to be honoured. A home insurance policy for $750/year.

Sincerely,

***********************
Business Response
Date: 13/06/2024
"Costco's role is to request that the broker (Inova) does everything they can within the rules and regulations to service Costco members. In this case they have confirmed that they have explained all options to the member. If the member is still not satisfied with the options their next step is to contact the Pembridge Ombudsman for review. Their information is:

*****************************
*******, *******
L3R 5P8
For additional information, call our Ombudsmans toll-free line:
English : 1-877-7-CONSUMER ***************)
French: **************"
Customer Answer
Date: 15/06/2024

Complaint: 21744807

I am rejecting this response because:
I have received a quote for home insurance, provided all necessary information. The only reason i was denied the quote was because i already had the same insurance with another broker at a higher price. Of coarse i want to take advantage of cheaper insurance for the same coverage. This is misrepresentation and false advertising. This is criminal and discriminal. Shame on them. I want want to be compensated or file lawsuit.
Sincerely,

***********************
Initial Complaint
Date:13/05/2024
Type:Delivery 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.
On Tuesday 30/04/2024, I bought an Instacart e-certificate from Costco Canada website. The e-certificate costs $79.99 and is supposed to give you a $100 when redeemed in Instacart. The Order Number is **********. I could not redeem it on Instacart. I contacted Costco and they said I should be contacting Instacart. I did, was told that they do not accept e-certificates. I contacted Costco again, [Incident: 240509-030876] asking for a refund. They answered "In response to your email, sorry for the inconvenience . item # ******* -Instacart $100 E-Certificateis not refundable .If you visit through costco.ca and enter your item# it gives you this information:Thank you for contacting Costco,************Member Service Costco Wholesale"
Customer Answer
Date: 24/05/2024

I am happy to inform you that Costco had solved my problem to satisfaction.

Please close complaint 21706076.

*****
Initial Complaint
Date:08/05/2024
Type:Sales and Advertising 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.
This issue with Costco regarding how they responded as a company to an error that as a consumer I would not have been able to catch.Costco uses a 3rd party company to deliver. Costco had our correct address but when they sent the address to their 3rd party company the communication between the two did not properly communicate. Thus on the back end where I as a consumer would not have known this as in the email sent to had the right address.Come to the delivery day the issue presents itself and the item is not sent out for delivery and they say I as the consumer should have caught this. That specific comment/suggestion is unprofessional. It places myself as a consumer to magically be checking up on their internal systems to make sure it says what their email says?The fact that comment was ever made is a blight against opting out of responsibility and putting the consumer in a position where they require you to be home for the delivery and this then causes further logistical errors.Unprofessional conduct that should be addressed
Business Response
Date: 10/05/2024
We have contacted the member and the issue is now resolved.
Customer Answer
Date: 10/05/2024

Complaint: 21685413

I am rejecting this response because:
Further complications during the final delivery, after filing this complaint with BBB I have not had costco reach out to me.

Sincerely,

Montana ******
Initial Complaint
Date:08/05/2024
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.
My hearing aids, which I purchased from Costco, are getting old and my hearing has changed so I phoned the hearing department at Costco in ****** to make an appointment for a new hearing test.I was told that they are fully booked for the rest of the year and they are not taking any more appointments.I cant believe that they dont have a system in place so that existing customers continue to receive the service they need. Are new customers more profitable? Or why are you throwing your regular customers to the wolves?
Business Response
Date: 08/05/2024
This comment was shared with the appropriate management team for review.
Initial Complaint
Date:06/05/2024
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.
The date of purchase was on Apr 24, 2024. I attempted to return item for amount of ***** on Apr 28 to Costco wholesale in ******* location. The clerk however refunded item on a CIBC mastercard that is no longer valid. In efforts on Costco part to resolve the issue to refund back to my debit card as the purchase was originally made on my debit card all failed. The issue then became mine to deal with in having to contact CIBC with no success as they placed the blame back on Costco.I myself contacted CIBC on Apr 29 with no resolve. May 3 ***** from CIBC noted there is still no issue with CIBC as its not their issue it lies with Costco as they attempted to refund the item on the mastercard so therefore cancelled out the purchase. I am the consumer who is now without the item purchased and the monies paid for it. (*****)They are both passing the blame and the consumer is having to deal with trying to get resolution.I am complaining to get my refund and for others not to have to deal with this everyday issue that businesses can treat people unfairly. Please BBB resolve this concern and issue I am faced with.
Business Response
Date: 08/05/2024
The member has been contacted and will return to the warehouse on May 9th, to make the changes.
Initial Complaint
Date:05/05/2024
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.
order#********** I ordered this set of washer/dryer on Mar.31st.The first delivery came on Apr.13th, however they didn't install it correctly so I can't use it. I sent pictures to costco eventually they agreed to exchange the order. I've talked to a representative and a supervisor, both confirmed they'll send a different delivery team next time. Strike #1.The second delivery came on Apr.27th. However the same delivery team showed up. I refused the delivery and asked costco why. Costco said someone made a mistake and told me they'd send a different delivery team next Saturday. Strike #2.The third delivery came on May.4th. They were late for 1 hour and they sent a damaged washer. I refused the delivery and talked to costco. This supervisor named ***** said I have to wait for another two weeks for another exchange, and nothing he can do about it. Strike #3.I've been living without a useful washer and dryer for 3 weeks and now you are telling me to wait for two weeks more? This is ridiculours, this is not the level of service I expect from costco to which I pay 120 membership fee.
Business Response
Date: 05/05/2024
Good afternoon,

We have escalated the issue to our Ecom team for resolution.

Thank you
Customer Answer
Date: 07/05/2024

Complaint: 21668530

I am rejecting this response because: I haven't received any response from "Ecom team".

Sincerely,

***********************
Business Response
Date: 08/05/2024
We are currently working with the member to receive an exchange.
Customer Answer
Date: 11/05/2024

Complaint: 21668530

I am rejecting this response because:
Strike #4 on May 6th.
So another delivery team showed up, they started to argue that there's nothing wrong with the initial installation and tried to persuade me to keep the previous ones.
I refused, guess what, the delivery team came up with another excuse not to do the exchange because they cannot park.
I already talked to the conceirge, they told me it's okay to park for a delivery. I told the delivery team that and they still refused to to do the delivery, talking about municipal restrictions, bla bla bla..
Seriously? How did they install the previous ones if they cannot park? How did anyone in my condo move in and move out if they cannot park?
This delivery team's simply looking for excuses not to do their job.
Besides, the delivery team damaged my sliding door Bottom track, I've attached the photos.
I am done with this delivery company.
Sincerely,

***********************
Customer Answer
Date: 13/05/2024

Complaint: 21668530

I am rejecting this response because:

Strike #4 on May 6th.

So another delivery team showed up, they started to argue that there's nothing wrong with the initial installation and tried to persuade me to keep the previous ones.

I refused, guess what, the delivery team came up with another excuse not to do the exchange because they cannot park.

I already talked to the conceirge, they told me it's okay to park for a delivery. I told the delivery team that and they still refused to to do the delivery, talking about municipal restrictions, bla bla bla..

Seriously? How did they install the previous ones if they cannot park? How did anyone in my condo move in and move out if they cannot park?

This delivery team's simply looking for excuses not to do their job.

Besides, the delivery team damaged my sliding door Bottom track, I've attached the photos.

I am done with this delivery company.

Sincerely,

***********************
Business Response
Date: 14/05/2024
Good morning,

We have escalated the issue to our ****************************** team for further assistance.
Customer Answer
Date: 21/05/2024

Complaint: 21668530

I am rejecting this response because:
My property damage resulted from the delivery on May.11th is still outstanding. I contacted ********* ******* Canada via email on May.14th but haven't heard from them since then.
Sincerely,

***********************
Customer Answer
Date: 22/05/2024

Complaint: 21668530

I am rejecting this response because:

My property damage resulted from the delivery on May.11th is still outstanding. I contacted ********* ******* Canada via email on May.14th but haven't heard from them since then.

Sincerely,

***********************
Business Response
Date: 24/05/2024
"The member received delivery of the washer on 05/18 and now has two fully functioning appliances. This issue is now closed."
Customer Answer
Date: 28/05/2024

Complaint: 21668530

I am rejecting this response because:
This issue is not closed. My property damage resulted from the delivery on May.11th is still not resolved.
Sincerely,

***********************
Customer Answer
Date: 29/05/2024

Complaint: 21668530

I am rejecting this response because:
This issue is not closed. My property damage resulted from the delivery on May.11th is still not resolved.
Sincerely,

***********************
Business Response
Date: 10/06/2024
The property damage issue has been forwarded to our insurance adjuster and they are working with the carrier to resolve the issue.
Initial Complaint
Date:29/04/2024
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.
On March 7th, 2024 we had a new ******* washer and dryer set delivered to our home from a hired 3rd party transport company by Costco. Upon delivery they removed the old set and installed the new set as per the agreement at the time of the purchase online which was made March 3rd. On March 25th I was in the basement and heard dripping. I located the drip coming from above where the laundry units were installed in the main floor. At the time, seeing as it was water and a potential for major damage we called a plumber in to locate the source of the leaking water. The plumber was able to come to our home the next day and he indicated that the source of the leak was from an improper hose and it wasnt screwed on right at the time of install. Costco was contacted and they sent an incident report that we filed along with photos as well as a copy of the invoice from the plumber and his findings with the improper install. After the report was received they declined our request and said we had to take this matter to the transport company. We spoke to a lady there and filed the same report and photos and they claimed we had no proof it was them and the matter was closed. We are out money we paid the plumber for their negligence. Our contract was with Costco. Not the transport company. Neither company will take responsibility for the leak and damage to our home. We also filed with our home insurance and the damage isnt enough for our deductible. We want Costco to pay for our plumbing bill and just do the right thing. Human error happens, we get that. However we should not be out money due to their negligence of the truck driver that installed the machine. We had no damage prior and have several photos of the damaged drywall and water dripping from the joists in the basement. Also the transport company twisted our verbal report to them and denied that we sent photos and proof.
Customer Answer
Date: 06/05/2024

Hello,

This is to inform you that after over a month of being hassled and denied by Costco they have finally agreed to pay the amount of our plumbing bill and have forwarded a contract so we can receive the money.

Please let me know if you require any additional information from us at this time.

Thank you for all you do to ensure these complaints are handled properly. Its is greatly appreciated.

*********************
Initial Complaint
Date:28/04/2024
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.
Warranty!
On March 3rd, I contacted ******* chat to look for a solution for my TV problem as there is a sound coming from the TV while it is OFF! I did all the troubleshooting they asked for but none worked! They told me this issue is not normal and the TV need to be serviced and that I have to refer to Costco as it is under their warranty . I called Costco and filed a request for warranty via Costco concierge ****************. They issued a service request ****** **********, via ******** ****** *********** **************. The technician ******* came and assessed the problem and acknowledged it (sound coming from the TV while it is off). He said he will request a part to replace. After a week he replaced the part but the noise got louder. He said this part is not the right one. So he ordered another one. The second time (after almost a month since filling the issue), he replaced the part, the noise was still present (Please refer to Clip file attached).
On April 11.2024, I called Costco Concierge to tell them that the issue was not resolved. They said they will check and get back to me. but they didn't. On April 22, I called again and they told me they will escalate the issue to the respective department for a resolution and I should receive a call in 24 hours. No one called back! On April 24, I called again and they told me that my request was canceled (by *******) without acknowledging me! I asked to talk to a supervisor or legal department. They said that a program specialist will call me back (they couldn’t connect me to one at the moment). But no one called back. I called again on Apr. 26 at 2:23 pm. I had a conference call with Costco agent and (******). ****** supervisor claimed that this is normal as per *******!! I asked a copy of that statement and he agreed. But never did as of this moment! I've attached a screenshot of a statement from ******* during my conversation with a ******* agent stating that this issue is not normal and the TV needs to be serviced!
Costco is asking ****** to confirm that but ****** says it is normal yet without any statement which I think they don't know how to fix it or they don't want to admit that the TV has a problem!
Thank you,
***** ************ *************
Business Response
Date: 29/04/2024
Hello,

We have requested the assistance of the Costco Concierge team to assist with this inquiry.
Thank you
Customer Answer
Date: 29/04/2024

Complaint: 21636855

I am rejecting this response because: It doesn’t solve my complaint. You are referring again to the concierge which I filed my complaint because of them. I want Costco customer service to solve my complaint. The concierge were contacted by me as I explained in my first message but no one was listening to me or even to ******* statement that this is not normal sound coming from the TV while off, and that’s why I referred to ***! Looking forward to solving this issue asap. Thank you

Sincerely,

***** ******
Business Response
Date: 30/04/2024
We have taken care of the member. We have keyed a return/refund.
Customer Answer
Date: 07/05/2024

****** ******** *******

I have reviewed the response made by the business in reference to complaint ID 21636855, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:22/04/2024
Type:Product 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.
Several weeks ago I received an official flyer from Costco business Center indicating a promotion happening from April 22/2024 to May 5/2024 on a 4.54 kg box of frozen raw shrimp with tail on 21/25 item number *******, discount of $15 per box, in warehouse only. Today, April 22/2024, my husband and I took a morning off and headed to the one and only Albertan Costco **************** When we arrived and found numerous boxes of shrimp item *******, we noticed a hand written scribble on a price tag saying not on sale. Next to it, there was a typed Notice to members stating that the item is not available due to inventory issues. Irrelevant to it, the sign proceeded with advertisement of much much pricier scallops (I saw that sale a week prior and was not able to budget for it, even with discount of $30). Thinking that it is all big confusion and being happy that I found the shrimp in stock, holding the flyer, I proceeded to talk to the store manager, hoping to clarify before I check out. Unfortunately, the managers resolution was to blame everything on headquaters orders, including the standard template of Notice to members that made no sense at all as the inventory was right in front of you. The manager said she would make the workers to retype the Notice to members and she would send an email to headquaters. She refused to provide me a discount despite having a coupon and having inventory. I love Costco and have been a loyal customer for decades. If there was a low inventory, all members should have received an advanced notice via email. Most importantly, if there is a stock of shrimp in the store, it is appalling that the notice to members stating there is none present. Additionally, once the customer is already there, took time off and drove all the way, because of communication errors from business, the least that the manager should do, is to respect the discount, especially if it is only $15 ! Costco should do better.
Business Response
Date: 28/04/2024
Issue has been resolved with the warehouse.// Mgr MJ
Customer Answer
Date: 28/04/2024

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,

***********************

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Costco Wholesale Canada Ltd. HQ is NOT a BBB Accredited Business.