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

230 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:22/02/2024
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 November 7th, 2023 I contacted Costco ************ Services to get a quote on new countertops. Costco was offering ****** per ******* spent. After many calls I finally had someone come for the quote. I was told that they would have them in for Christmas and that became January. I was told that the gift cards would be sent when installation was completed. Costco finally sent ******, but it should be ******. ****** is missing. I called on the 14th of February. I was to be contacted in a couple of business days. Today I called again and the fellow on the phone told me it would be another 7 to 10 business days. I repeated what he said to me and I am to wait until the following week, not next week. I have 19 emails and as many phone calls. Now additional time has been added to wait, just wait, for someone to call back. But they don't. I end up calling every time. I would like Costco to honor its commitment to a customer who has been inconvenienced numerous times. It is not my job to do follow-****
Business Response
Date: 24/02/2024
We have contacted the member regarding this issue and have escalated the matter to the appropriate team for resolution. A follow up will be completed with our member once an update is provided.
Customer Answer
Date: 25/02/2024

Complaint: 21333064

I am rejecting this response because: Costco has not completed a resolution. There has been nothing issued as of today and I would like to see this through to completion to avoid having to repeat with another complaint.

Sincerely,

***************************
Business Response
Date: 26/02/2024
Hello,

We have requested an update on the members inquiry. Once provided the member will be contacted directly with the update.
Customer Answer
Date: 26/02/2024

Complaint: 21333064

I am rejecting this response because: there is only a comment and no resolution.

Sincerely,

***************************
Initial Complaint
Date:16/02/2024
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.
Costco Canada online major appliance purchase of ********** washer and dryer on June 18th, 2023.
Costco Order Number **********. Order Placed 18 Jun, 2023. ********** ****** *************** Amount of purchase $2,330.56
Costco major appliance warranty terms state:
"The manufacturer’s warranty on major appliances is two years and FREE technical support is available to Costco members from Costco Concierge Services."
The nature of the dispute is the Costco stated warranty is not being adhered to. The applicance manufacturer ********** has declined a warranty replacement of the dryer following 4 service calls for repair and the service contractor advising that the the appliance is "non repairable" . The service agent submitted a return authorization for the dryer and the warranty holder ********** has declined. This warranty was purchased from Coscto Canada online.
Costco Concierge Services does not take effect until after the manufacturer warranty has expired. Coscto Canada advised it is up to the warranty holder to honour the manufactures warranty.
Costco Order Number **********. Order Placed 18 Jun, 2023. ********** ****** *************** ** ******** service contractor is Combined Appliance. The service return authorization number is Reference: ******** . The note from the service contractor stated:
"Work Performed: *****- ANOTHER TECH HAS BEEN THERE 3 TIMES PRIOR AND STILL
ISSUES PERSIST THE TECH CHANGED THE ROLLER S AND NOISE STILL THERE. THE
TECH HEARD THE NOISE WHIEL ONSITE, ADJUSTED ROLLERS AND IDLER AND
FLIPPED DRUM ORIENTATION AND ADJSUTED HEATER AND FLANGES. TIGHTENED
ALL SCREWS BUT STILL THE SOUND IS PRESENT. CALLED ********** ********* ******** UNIT IS NOT FIELD SERVICABLE REQUIRES AN R/A"
Business Response
Date: 27/02/2024
Our Ecommerce team has contacted the member and provided a resolution.
Customer Answer
Date: 27/02/2024

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

I have reviewed the response made by the business in reference to complaint ID 21304106, and find that this resolution is satisfactory to me.

Sincerely,

*********** ******
Initial Complaint
Date:12/02/2024
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.
Original online order ********** dated 10/20/2023.Exchange online ordered. Returned original to Costco Warehouse Oct 24/23.Returned exchange via *** return label Nov 1/23.Attended warehouse for follow up on refund to credit card not yet received Feb 10/24. Was told they do not process refunds for online orders and I would need to contact online.Submitted request online Feb 12/24. Received reply that I would need to follow up with warehouse because original item was returned to warehouse.I was already at the warehouse on Feb 10/24. The closest warehouse from where I live is an approximate 320km round trip. I would like the refund processed to my credit card, please.I requested the mailing address so I could send a follow up letter requesting the refund and it was not provided; rather I was redirected to the email address on the website. Contacting through BBB because I want this resolved. Disappointed by Costco's poor customer service this time.
Business Response
Date: 14/02/2024
We are trying to contact the member no answer or voicemail. We will try again on Friday February 23rd,2024.
Customer Answer
Date: 26/02/2024
Hi, I received a phone call from Costco February 12 in response to an email to their customer service department. I could not take the call as I was in a meeting, however I promptly returned the call when the meeting was over (within 2 hours). It was during this phone call I was given the information listed on my original complaint. I have not been contacted by Costco since, except by email after they were advised I was pursuing the matter with BBB. In that email they said they would process the refund which I still have not received. Nor did they attempt to contact me on February 23. I am still waiting for my refund. Please keep the file open. Thank you.
Business Response
Date: 26/02/2024
Hello, we have forwarded the members concern to the local Costco warehouse for resolution.
Initial Complaint
Date:11/02/2024
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 doubt Costco never refund the money to their executive members.They promise will refund 2% of consumption in their warehouse, however, base on my consumption history , coupled with my bank statement, I think I should get more than it. addition to my doubt, I can't check my order history on their website as well, as the customer service centre said I can do that. would you like to check this?
Business Response
Date: 12/02/2024
We have contacted the member today and filled out the necessary forms to look into his reward. Once we receive an update we will follow up with the member.
Initial Complaint
Date:02/02/2024
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.
I placed order for GELLER 47IN SIT/STAND DSK (Item # 1645976) on Costco Canada Online. *** delivered item on Jan. 22, 2024 with broken box and damaged item. *** included photo for delivery from front side of the box which was in good condition but back side of the box was completely damaged. Also the box shipped by Costco Online was not in good condition and was with black dust markings at various places.

On Jan. 22, 2024, I submitted request Costco online to return the damaged item. On Jan. 22, 2024 I received Costco Return Notification. On Jan. 24, 2024, I received *** tracking number for Costco return Item from Costco.

*** tracking number indicate Scheduled for Pickup on Jan. 24, 2024, Some body was at home waiting for *** to come and pick up, but *** did not pick up on Jan. 24, 2024 or *** did not pick up on Jan. 25, 2024 or *** did not pick up on Jan. 26, 2024.

On Jan. 28, 2024, I contacted Costco Canada Costumer Service Center and had discussions with ****, supervisor at Ottawa at Costco Service Center. Response was not satisfactory from **** regarding the issues. I also submitted formal complain to Costco Canada Online on Jan. 28, 2024.

Still *** did not pick up the damaged Item, it was asked to ****** ** at Costco Canada to arrange alternative carrier to pick up the damaged item from my home. Once again Costco choose *** to pick up the damaged box instead of other carrier as promised by Costco and indicated in Costco response.

On Feb. 02, 2024 at 8.00 a.m. I placed the box outside my apartment door. I stayed home on Feb. 02, 2024 from 9.00 a.m. to 5.00 p.m. But *** did not come and pick up the damaged box on Feb. 02, 2024.

Overall for this online order and return of the damaged item, Costco Canada Online response and overall costumer service is extremely unsatisfactory. Costco Canada Online dispatched damaged item, did not arrange to pick up the damaged item from carrier other than *** and did not refund amount for damaged desk in spite of follow up.
Business Response
Date: 03/02/2024
We are making arrangements to have the unit picked up by a large freight carrier. We are keeping this file open until the pick up is confirmed. We also gave the member a $150.00 Costco shop card as a good will gesture for the inconvenience.
Customer Answer
Date: 12/02/2024

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

I have reviewed the response made by the business in reference to complaint ID 21240148, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:02/02/2024
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.
March 19 2023 I purchased an iPhone 14 pro max from Costco mobile with apple care for two years and a screen protector with lifetime warranty and free replacements. I went in after a couple of months to have the isheild replaced as it had formed an airpocket. I was told they were out of stock and I should.come back. This happened on three differnt occasions they were out of stock and told me to contact isheildz for the free replacement. But when I tried to apply for it they charge 6 dollars for shipping and handling. I went in on Feb 1 to get my concerns addressed and the manager got agitated and said fine I'll give you a refund and take off the screen protector and give it to me. I tried to explain that I was promised free replacement when needed and that they had been out of stock the few times I had come in to get it changed. He said they have a 90 day policy for returns but he's doing me a favor and giving it back to me. I feel cheated because that is not what I was promised. When we are held accountable for breaching contracts then so should these companies. I paid 40 dollars plus tax for the screen protector and only recieved 20 dollars back and gave him the screen protector. I'm very upset by this I would greatly appreciate your help innthis matter. Unfortunately I was unable to upload the receipt because it wouldn't allow Mr change the size for the image. If any further information is required please let me know. This phone was purchased by my husband ******* ****** **********
Business Response
Date: 07/02/2024
Assistant General Manager called the member and issue resolved.
Customer Answer
Date: 07/02/2024

Complaint: 21235277

I am rejecting this response because: I was contacted by the manager from Costco woodbride. She did address my issue stating they will provide a 40 dollar cash card if I need to purchase another screen protector. But I have not heard back from them about the warranty being reinstated. So I would like to see a resolve that is to my satisfaction I appreciate that Costco has offered the cash card but that is not a resolution. I want the warranty I was promised which was free screen protector replacements for the life of the phone. No shipping and handling fees.

Sincerely,

******* ******
Business Response
Date: 07/02/2024
Assistant General Manager - There was a conversation about what had transpired and how we can move forward from this so it does not happen again. We also will be covering the cost of the replacement of her isheildz that she purchased through a shop card that will be available to her on her next shop at Costco.
Customer Answer
Date: 07/02/2024

Complaint: 21235277

I am rejecting this response because:
the resolution I would like is for the warrant to be reinstated for the life of the phone as promised when purchasing the phone. I was very insulted by the way the employee at the phone booth had treated this issue. Also if they keep getting away with this sort of behaviour they will continue to cheat customers like this.

Sincerely,

******* ******
Initial Complaint
Date:18/01/2024
Type:Order 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.
My son and his partner planned to return to Canada in September after two years working in **. Problem is lack of any housing in ********* I decided to convert my garage into a suite for them.This started in April - clearing it out and purchasing materials, hiring contractors and shopping for appliances and furniture. Im an Executive Costco member and started my search there. I ordered several ********** items and expected delivery late June. The suite wasnt ready until late August and the couple moved in September 7. The Midea washer/dryer combo was supposed to be a smart idea for the small space. Turns out its a terrible product. Taking over 8 hours of running to do a small load and even then clothes arent remotely dry. I gave them permission to use my washer and dryer in the main house. So the Midea w/d combo been used about 3 times in total and to add insult to injury I paid $300 more for the unit than it sells for now.Frustrating because there is a 90 day return policy which I understand but Im so disappointed with the lack of customer consideration. I tried many times over the last few month to talk to someone. No luck until finally today. The young man I spoke too was polite but ultimately informed me there was nothing he "could" do. My ideal situation is an exchange: to pay the price difference for the ** 24 inched stacked washer dryer that Costco offers. Deliver and pickup of the Midea.Its a bad product but we didnt find out until it was too late to meet their criteria.
Business Response
Date: 01/02/2024
We have approved the return. The issue can be considered resolved.
Customer Answer
Date: 01/02/2024

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:15/01/2024
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.
We visited the Costco location at *************************************************** on Jan 14th, 2024.We were at checkout when my toddler started to cry, my partner took the toddler to go sit as I cashed out. When I went to leave ******* checked my goods at the door and everything was fine. I brought my goods to the car but my partner and toddler were still inside. When they went to leave to meet me ******* stopped them. This is because my toddler was holding a container of M&Ms we had paid for but my partner did not have the receipt. I needed to get her the receipt, but that proved to be difficult since I could not get my car closer to run in and it was blowing snow everywhere. My partner tried to tell the person we had paid but they said to get the receipt reprinted. She would have to go do this with my toddler who was having a moment. After some frustrating back and forth with *******, she handed them the M&Ms and left. This was a situation of numerous errors but I want to highlight a few that are concerning:1. ******* stopped my partner from leaving because they felt she was stealing M&Ms, but in a case where someone is with a screaming toddler, and trying to get out to her car, is this the best course of action? Does this person thing she is trying to steal M&Ms. Does it make more sense to just let it go?2. Since she did not have the receipt, but had the M&Ms, I guess ******* did not notice they were missing from my cart. I should not have been allowed to leave since I was missing something I paid for. 3. My partner was told to go all the way to the other side to reprint, but customer service was right now, would that not make more sense to send her there? My partner was told ******* was rude and the situation escalated quickly since the toddler was upset. In the end, we did not get out of M&Ms, which is fine, but what is worse is the inconsistency that led to a stressful visit. I have the receipt if needed.
Business Response
Date: 29/01/2024
The warehouse has contacted the member and the issue has been resolved.
Customer Answer
Date: 29/01/2024

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:12/01/2024
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.
Bought a package of stewing beef on August 4 2023 for ***** brought it home and divided into 3 portions and froze it for when needed.January 9 ****, I decided to do some of it and used 2 packaged portions with potatoes for dinner. My husband complained that some of the beef pieces had a weird taste I told didn't know anything about it. (I still have a portion still to use.....so I don't know if I should use it or throw it out!!!Any further details you can call me ************ or email ***************** I have the store receipt the the label that was with the packaging.
Business Response
Date: 25/01/2024
We have emailed the member to remember the product to the warehouse for a full refund.
Initial Complaint
Date:11/01/2024
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.
On October 12th, I made a purchase on Costco.ca in the amount of $2865.56 with my TD **** Debit Card. On the 14th I received an email saying that my order was cancelled and that my credit card has not been charged. I called the ******* and Costco.ca customer service several times and both were telling me that the funds are with the other party. According to TD **************** Agents there is no preauthorisation with the debit cards, and non of the sides were able to explain where are my funds. My transaction history depicts that funds left the account.
Business Response
Date: 01/02/2024
We've tried calling the member once again but unfortunately couldn't get hold of them, we left a detailed voicemail message and sent them an email

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