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

  1411 Warden Avenue Scarborough, ON M1R 2S3

• 

  Costco Wholesale

  5900 Rodeo Dr Mississauga, ON L5R 3S9

• 

  Costco Wholesale

  6700 Island Hwy N Nanaimo, BC V9V 1K8

• 

  Costco Wholesale Canada Ltd. HQ

  13650 50 St Edmonton, AB T5A 4Y3

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:13/04/2024

  Type:Delivery 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.

  Date: 10/04/2024 Online order I bought 2 Gold bar from Costco on my Costco app, they sent me an email with order number and delivery date and time.I was at home for receiving the package that showed in the *** website delivery from 12:00 PM to 4:00 PM 11/04/2024. At 12:09 PM I received an email that showed your package is ready for pickup at a super market location, I called to the *** and they said Costco called us for leaving the package in this store for signature. I called to Costco and they just said we apologize and you must pickup the order feom that point. I planned for going to the store at 4:00 PM but at 2:37 pm I received another email showing that Thanks for picking up your package! , I called to Costco and they said someone picked up your package with an ID but we believe that it was not you, and the lady said we will do investigation and refund the money. But after a day they asked me go to police station and open a file that someone stolen your item, I dont know when I did not touch or receive my item, It is my responsibility? I never received anything to my address, everything was from the *** and Costco not me ! And I have to pay?????? Is it my fault? Please help me in this way.

  Business Response

  Date: 14/04/2024

  Hello, 
  
  We have sent the members concerns to our ecommerce team for follow up and resolution. 

   

  Thank you 

• Initial Complaint

  Date:09/04/2024

  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 Feb 17 2024 I ordered gold coins and bars * ********** online as advertised in a constant contact email I received . I stayed home all day for a week waiting then I checked order status ,order had been redirected to a *** pick up location I did not request this action. I go there, told I already picked up. I did not pick up. I followed instructions from ********************* and *** to launch an investigation. Costco has *** investigate themselves they watch video of not me collecting my order and absolutely no follow up email or phone call. Costco shows my order as refunded with 0$. While waiting patiently I do my own investigation I find the woman her name the city she lives and the owners name of the car she used I send this information to Costco and still nothing. Absolutely nothing no email no call This package needed a signature to collect this did not happen. It appears my email was hacked I can see they used a PC to exit my ******* acct I do not own a PC I spent hours and hours trying to figure out what happened to much to type here. I sent everything to the investigator now its April 8 and still nothing. Seeing that they are investigating themselves and no wants to use this information to arrest this individual and find my order Costco has essentially stolen my hard earned money. My next step is *** *** ***** ******** *****. I order weekly from the Costco Business Center they can see I am not some random grifter I am a small business owner

  Business Response

  Date: 09/04/2024

  Hello, 
  
  The members complaint has been forwarded to our ecom team for further assistance.

  Customer Answer

  Date: 10/04/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21551057, and find that this resolution is satisfactory to me.
  
  
  THANK YOU very much Costco and *** after many sleepl nights and some tears a credit was processed today. If I may be so bold to request a review of how big ticket items are delivered. If it had been delivered to my home I would have needed to sign for it even thought the billing address and delivery address is the same and the *** driver knows me, this is how it should be the fact that a thief could show a confirmation email,no identification at all ,no signature and be handed a $11 0000.00 item is a system failure. Thank you for doing the right thing and I hope *** is sent the bill I believe it is their system that failed me and Costco 
  
  Sincerely,
  
  *** ******
  

• Initial Complaint

  Date:21/03/2024

  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.

  On December 29, 2023, I placed two separate orders on Costco.ca for Costco physical Shop Cards, specifically Order #********** and #**********, each containing three $50 cards and four $300 cards. None of the cards reached me before my departure from Canada on January 14. Knowing the typical delivery timeframe of 7-10 business days for such orders and the New Year break in between, I was not alarmed. Upon my return on February 29, I found no cards in my mailbox. Upon contacting Costco on March 1, I was informed that refunds for both orders had been initiated due to "lost products." However, it later became apparent that only the $300 cards had been refunded. Despite persistent inquiries on March 5, 12, and 16, as well as multiple email exchanges with the investigation team, I received disappointing news: the six $50 cards had been used, and Costco would not refund the used cards. It was further explained that while the $300 cards require activation, the $50 cards can be immediately used by anyone in possession of them. The investigation confirmed that the cards had been used under a different membership number, yet Costco declined a refund, citing their policy. Neither Costco nor any of its affiliates are responsible for the use of the Costco Shop Card without your permission". I believe this is not a case of unauthorized use, but rather a failure to receive the products promised in a sales contract. The product policy clearly states Costco Shop cards are sent with zero balance. To activate your Costco Shop card, please follow the instructions received with your Shop card order. " It is irresponsible for Costco to require activation only for the $300 cards but not the $50 cards, resulting in my loss.I am seeking compensation for the incurred loss: $150 for each order, totalling $300. I eagerly await your prompt response and am prepared to cooperate further if necessary.

  Business Response

  Date: 23/03/2024

  The member has been contacted and the issue has been resolved.

  Customer Answer

  Date: 28/03/2024

   
  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,
  
  *****************

• Initial Complaint

  Date:21/03/2024

  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.

  Dear Costco,
  
  I am writing to express my dissatisfaction with the handling of ticket number ********** regarding my ******* dishwasher, purchased from Costco in June 2022. Despite reporting the malfunction of the soap dispenser during the wash cycle on February 15, 2024, and subsequent attempts to address the issue through ******* customer care, the problem persists.
  
  The service technician's visits on February 27th and March 8th, which included the replacement of parts, have failed to resolve the issue. Additionally, the technician identified a PC error during testing, indicating a significant defect in the appliance's functionality. Notably, the technician verbally assured us that he recommended exchanging our dishwasher because he was unable to repair it.
  
  Furthermore, upon contacting ******* for further assistance, we were informed that our dishwasher would not be repaired, citing alleged physical damage by a mouse. However, the provided rationale lacks substantiation, as the photograph presented to us did not exhibit any such damage. ******* is now asking me to get my dishwasher repaired from a ******* dealer at my own cost, and they are not willing to help me.
  
  I request Costco to provide me a refund for my purchase or provide me an exchange of the defective dishwasher as ******* is not helping me, and I have purchased this dishwasher from Costco, which is still under warranty provided to Costco customers.
  
  Sincerely,
  ******* ****

  Business Response

  Date: 22/03/2024

  ******* has denied the the assistance due to hazards present (mouse feces). ******* will not repair and all warranties are voided.

• Initial Complaint

  Date:12/03/2024

  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.

  Been an exec member since 2021. Never had issues. Staff is always kind. I arrived at 8:10 pm on Feb 22 in the ***************. Put about 10 items in my cart and headed towards check-out. My husband texted me asking for a tuxedo cake and ice cream. I was closer to check-out and made no sense to push the cart all the way to the back of the store. I decided to leave it close to the pharmacy and run to get the items. When I returned it was gone. Looked at the lanes close the pharmacy and the check-out lanes. I sometimes see carts sitting between the self and the regular check-out lanes. Maybe a staff member moved it there? Went back and checked the aisles again. Started checking the carts of other customers. Maybe someone took it by mistake? I then asked a staff member for help. We agreed that it was unlikely that anyone would take a cart with bags in it. We went through the isles again, checked with the cashiers, and asked the manager. No one knew anything. Then we went back where the fruits are and started asking other staff members. Finally a staff member said that she took it, *******. She said it was left unattended for 30 minutes! She had removed most items and given it to another staff member who was using it to load store merchandise (with my bags in it)! Staff assisted me in putting back the removed items. I checked out at 8:47pm as per my receipt. A few points. If a cart has reusable bags in it, most likely it's NOT abandoned. If she was really worried, she could have moved at the check-out lanes, and alert another staff member. I was NOT gone for 30 min. It doesn't take 30 min to bring 2 items back to a cart. It's physically IMPOSSIBLE to walk in the store at 8:10 pm, leave my cart unattended for 30 min, spend 15 min looking for it, fill it in again, and check out at 8:47pm. Would you agree? I don't appreciate lying. No one does. I'm asking that you please review the above with your staff member as I don't want to have this experience again in your store. ***

  Business Response

  Date: 13/03/2024

  Good afternoon, we have forwarded our members concern to the local warehouse. We have requested a member of the management team to contact the member regarding this issue.  

  Customer Answer

  Date: 14/03/2024

   
  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,
  
  *******************

• Initial Complaint

  Date:11/03/2024

  Type:Customer Service 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 am writing to bring to your attention a frustrating experience I recently encountered as a valued Costco member. My hope is that BBB can assist in resolving this matter promptly.Beginning of January 2024, I contacted the customer service desk at the Burlington ******************** on ***** before purchasing Gorilla Shelves. I was advised that I could make the purchase online and, upon delivery, return to the customer service desk to have the price matched to the amount I paid in the warehouse on December 27, 2023 Regrettably, when I attempted to execute this process as instructed, I was informed by the customer service desk that online prices could not be matched with warehouse prices. To resolve this, I was advised to contact online customer service, which I promptly did on two separate occasions. Unfortunately, my requests for a price adjustment were both declined.Feeling perplexed and frustrated by the conflicting information received, I returned to the Costco customer service desk, where I explained the situation. Even after speaking with the manager, I was told that they were unable to assist me with the promised price adjustment.I am reaching out to you in the hope that you can shed light on this matter and provide the necessary assistance. I have always appreciated the exceptional customer service and integrity that ******************** exemplifies, and this experience has left me disappointed.Enclosed are the relevant details of my purchase and attempts to rectify the situation:Costco Membership ID: ************ Order Number: ********** Date of Purchase: 02/05/2024 I kindly request your intervention in ensuring that the promised price adjustment is honored. Your assistance in resolving this matter would not only alleviate my frustration but also reaffirm my faith in Costco's commitment to customer satisfaction.I am confident that, with BBB assistance, we can reach a resolution that aligns with the high standards Costco is known for.Sincerely,******************

  Business Response

  Date: 17/03/2024

  The member was called and we provided the price adjustment, and apologized for the huge inconvenience. 

  Customer Answer

  Date: 20/03/2024

  Hi,

  I did receive the call and a credit was promised.

  I havent received any credit or refund yet.

   Looking forward to having this resolved.

  Thanks

  Rob

   

  Complaint: 21414136
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 21/03/2024

  The issue has been resolved as per our precious comment. 

  Customer Answer

  Date: 21/03/2024

   
  Complaint: 21414136
  
  I am rejecting this response because:

  Hi, 

  Your precious comment did not fix the issue which is:
  I still need the refund or credit you promised.

  How and when can I expect this billing issue to be resolved?

  Looking forward to instructions and the actual bill adjustment.
  

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/03/2024

  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.

  Signed up for Costco membership a year ago where the agent tried to trick me into applying for their master card. After telling him no about being a gold member and declining to apply for their credit card several times, he told me to sign a document electronically and I realized it was a credit card application. He became irate when I refused again.I was not told that my membership would automatically renew. The website would not allow me to remove my credit card, nor is there a cancellation option. I sent an e-mail to the company, making it very clear I want to cancel and do not wish to deal with their agents as they have been dishonest. I received a reply telling me to travel over an hour to the store I signed up with (I do not have transportation and I do not speak French as it was in ******) in order to be able to cancel my membership.

  Business Response

  Date: 07/03/2024

  We have been trying to contact the member since March 4th,2024. We left a voice message March 6th, to call us back. We have yet to hear from the member to provide any assistance.

• Initial Complaint

  Date:28/02/2024

  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.

  I purchased a shop card from Costco Canada online on Feb 04, 2024, but haven't received the physical card by mail as promised. Despite multiple calls to customer service on Feb 19, Feb 27, and Feb 28, 2024, they couldn't resolve the issue. I requested to exchange it for a digital shop card or pick it up from a store, but they insisted on a refund, leaving my complaint unresolved. I've been waiting for 23 days and they keep making unfulfilled promises during the calls.

  Business Response

  Date: 29/02/2024

  Hello, 
  
  We have forwarded the member complaint to our Ecom team for resolution. 

  Customer Answer

  Date: 29/02/2024

   
  Complaint: 21361679
  
  I am rejecting this response because:

  The Ecom team has contacted me during the previous calls, they have no power as I understand to resolve the issue.

  We need someone who has the permission or the power to exchange the order to a digital shop card, or to let me go and pick the shop card at a near by store

  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/03/2024

  The member was contacted and we reissued a new shop card.

  Customer Answer

  Date: 18/03/2024

  

  Referring to complaint ID: ******** Coscto resent me a new shop card, however they didnt submit my apartment number which is 703 on the shipping address, although its on my Costco account profile I called canada post, they said that if its not a tracked package they need the apartment number or the package will return back to the sender Please type the apartment number to resolve this issue

  Business Response

  Date: 19/03/2024

  We keyed an exchange, and the shop team will manually add the apartment number to the package.
  

• Initial Complaint

  Date:27/02/2024

  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.

  COSTCO is marking a product as belonging to one country when in fact the product is from another country. As a consumer I deserve to know where this product comes from to be able to make an informed decision especially if I am boycotting a specific country. This is false information and the company is lying to their consumers.
  
  They are labeling the product from South Africa when in fact it is product of Israel as it says on the box.

  Business Response

  Date: 29/02/2024

  Hello, 
  
  We have forwarded the member concerns to the appropriate team for further review.

  Customer Answer

  Date: 29/02/2024

  
  
  Complaint: 21354396
  
  
  
  I am rejecting this response because:
  

  Still waiting to hear back.

  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 08/03/2024

  We are unable to reach the member. We also left a voice message to advise we are trying to call.

• Initial Complaint

  Date:27/02/2024

  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.

  On Sunday, February 25, we tried using a prepaid $100 **** to purchase a Costco digital shop card as the **** wasnt being accepted by other merchants and we wanted to use that $100 on our groceries. Costco accepted the order, took the payment & then cancelled the order 20 minutes later. The money still hasnt been returned to the card and weve received nothing from customer service regarding when or IF the money will be returned. As it stands, Costco has basically stolen $100 from us and we are now out that money that was intended to be used on groceries.

  Business Response

  Date: 27/02/2024

  Hello, We have forwarded our member's complaint to our ecom team for resolution.