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

  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:11/01/2024

  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.

  On Dec 22, 2023, I ordered a ******** Mario **** from Costco Same Day. It cost me $143.99+taxes (total: $168.47) It was my first time order from Costco **************** and it stated that I received a free delivery on my first order.On Dec 23, 2023, I found the item unboxed and left at my front door in used and damaged condition. I reported to Costco Same Day (InstaCart) right away and I was told that I could bring the item back to the warehouse and would receive a refund.On Dec 24, 2023, I brought the ******** Mario **** back to ******* Costco warehouse. The staff gave me $100+taxes($112). I asked the staff why there was a difference. The staff told me that the Same Day would only charge me $100+taxes and asked me to check my credit card statement after the transaction is processed. So, I went home and waited for the transaction was cleared. Unfortunately, I was charged $168.47, not $112. On Jan 5, ****, I went back to Costco ******* warehouse with the proof how much I paid and how much I received the refund. The staff said that I should contact InstaCart. I contacted InstaCart on Jan 6, ****. The staff at InstaCart replied that the difference is the delivery charges. But it stated that my first order is free delivery! Also, there is no listed delivery charges anywhere when I ordered the item. The staff of InstaCart said that she would escalate my case to the higher management and said that they will contact me within 48 hours. Today ( Jan 10, **** ), I have never heard back from InstraCart nor Costco. I am very upset about the damaged used of the item I ordered and that I was charged the delivery fee without my knowledge.I am hoping that I could get a FULL refund of $168.47. Thank you very much.

  Business Response

  Date: 31/01/2024

  We have contacted the member and issue has been resolved.

  Customer Answer

  Date: 31/01/2024

   
  Complaint: 21127859
  
  I am rejecting this response because:
  No one contact me from the business till 31 January, ****. The issue has not been resolved anymore. Thank you! 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/02/2024

  The member has been refunded in full.

• Initial Complaint

  Date:11/01/2024

  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.

  I had purchased a washer/dryer unit from Costco, and this company is whom Costco contracted out to take away the old unit and deliver and install the new unit. I did not choose this company nor did I pay them directly for the service. I had complained to Costco regarding the service and through ********* *******, connected to ***** of Metro SCG.Please see the original Incident Report and Response to *************** communications (documents 2-5) for further detail on my experience with dealing with this company.Requested resolution: A plumber to be sent to my residence to make necessary repair to the cold water tap, check the hot water tap, and finish installation of the washer/dryer unit.

  Business Response

  Date: 26/01/2024

  Was were unable to reach member today, therefore we sent and email explaining that since the Incident report has been submitted with ********* ******* are insurance.

  Moving forward everything must be discussed with them. 

  Customer Answer

  Date: 26/01/2024

   
  Complaint: 21123553
  
  I am rejecting this response because: ************************* has already stated that they cannot help resolve this.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 28/01/2024

  The member must contact ********* ******* for assistance. They will address all the members concerns including investaging what has transpired in their home. Any property damage will be determined by the insurer. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21123553
  
  I am rejecting this response because: I am not satisfied.

  Due to how long this has taken, we have hired a plumber to review the taps and finish installation. Invoice to follow.

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

• Initial Complaint

  Date:11/01/2024

  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.

  -The laptop Costco sold ** broke and no longer works after only several months -I never damaged the laptop accidentally or intentionally, include there was never water damage -The laptop was sent for repair. Costco could not identify a reason it is not working per Costco's documentation it mailed to me. Costco responded with a bunch of reasons in the document it may no longer work. -We waited patiently for news on a refund, new laptop, or a fixed laptop. We waited over one year. Costco never contacted us. We had to follow up with Costco. -Costco now claims the laptop was water damaged without ever having reinspected the laptop. -Costco offered an option of refunding half the cost of the laptop ($600 + tax). While I disagreed with this as the laptop broke due to no fault of my own and due to Costco's lack of communication about what steps it was taking to repair the laptop or refund the cost of the laptop, I did accept this offer to close the matter quickly. -Costco has now rescinded this offer and said it would provide a random amount of $454 + tax.

  Business Response

  Date: 26/01/2024

  Please be advised that the member accepted the partial refund offer on 01/17/2024.

• Initial Complaint

  Date:10/01/2024

  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.

  I purchased an ** oven on May 26th, 2021 with my Costco Membership, *************. It came with three years of warranty; a) one year from the manufacturer; b) a second year from Costco concierge; c) a third year because I'd used my Costco ******* *** **********.
  
  Costco has since discontinued their association with ******* ***.
  
  Last summer, approx 27 months after purchase, two of my ovens burners stopped working. I have been trying to get Costco to honour the warranty. They directed me to ******* ***, stating the warranty was with them. I spoke with ******* *** and they said this was not true, that they never offered third-year warranties and that theirs ran concurrent to Costco concierge. This appears to be true, currently, in the U.S., but it is not what was offered in Canada back in 2021.
  
  I went back to Costco and they again said to speak with ******* ***. I tried to escalate with Costco and their responses were not helpful, and suggested that they weren't even reading my complaint. In my last correspondence I said I would be filing with the online ****** ******** ******. This was over a month ago, and Costco did not respond.
  
  The bottom line is that I purchased this oven at Costco, I used my Costco **********, I was told by Costco there was three years of coverage. Since Costco won't honour the warranty, I would like Costco to refund the cost of the stove.
  
  I've attempted to get information from Costco several times

  Business Response

  Date: 29/01/2024

  We've called the member but still weren't able to contact them directly. We left a voicemail and sent a follow up email advising them to reach out to **** directly using the toll free number provided in the email thread.  **** has taken over all ******* *** accounts. For purchase information we've provided the purchase assurance number to file a claim. ************** 
  

  Customer Answer

  Date: 29/01/2024

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21116320, and find that this resolution is satisfactory to me.
  

  Thank you for your help with this,
  
  
  
  Sincerely,
  
  **** ******
  
  

• Initial Complaint

  Date:31/12/2023

  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.

  Ms./Mr.,
  
  I am reaching out to you today regarding the ongoing issue with the ** refrigerator ******* **** * ************* *** * ************** I purchased for my senior parents.
  
  The attached screenshots highlight a discrepancy between the images displayed on the Costco listing * *************************************************************************************************************************************************** * and the actual product received. Specifically, the pictures on the Costco website showcase wheels underneath the refrigerator. The inclusion of wheels was a crucial factor in selecting this specific model, as my aging parents require the ability to move the refrigerator frequently due to the configuration of their kitchen and their reduced physical strength.
  
  Following our complaint to Costco, we received wheels that do not fit the refrigerator. Subsequently, a technician made two visits to inspect the appliance and confirmed that the model (#LTCS20020S) received from Costco does not accommodate the attachment of wheels as depicted in the website images.
  
  Initially seeking a replacement for the ** refrigerator, we understand this might not be feasible. Therefore, we propose a resolution in the form of a $200 discount to address this ongoing issue satisfactorily.
  
  Cordially,
  
  ***** ********

  Business Response

  Date: 10/01/2024

  We are unable to connect with the member over the phone. Sent an email offering $200 compensation and asked member to confirm.

  Customer Answer

  Date: 10/01/2024

  ****** ** confirmed via email on January 9th that the refund has been processed to the credit card on file. We appreciate your attention to this matter. Thank you.

• Initial Complaint

  Date:31/12/2023

  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 **************** Model 55Q7G in 2020 from Costco. The ** will not turn on. It flashes a light on the front endlessly. This is a known issue with ****************s and usually is attributed to memory chip error or firmware problem. The issue is usually resolved through a USB firmware update. However, when I called Hisense about this known product defect, they also stated they do not provide firmware for models earlier than 2021. Costco has an obligation to provide compensation for its products when there is a known defect and being outside of the warranty period is not a defense to known product defects. I am seeking a full refund for this product.

  Business Response

  Date: 10/01/2024

  We are waiting for additional information from the member in order to provide a resolution. We have been unable to connect with them.

• Initial Complaint

  Date:28/12/2023

  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 bought a refrigerator from Costco in May 2023, delivered in June.
  It broke a week before Christmas (15 Dec.).
  In an email from Costco, it said, that we have to go through Concierge service for any warranty issues. Nobody picked up the phone. Costco doesn’t have a phone number for warranty issues. ********* warranty didn’t work on the weekend either. I’ve tried everything. In the end, I had to make my own service appointment with ServicePro online. The earliest date was December 20. Before Christmas! By now, all the food was spoiled from the freezer and fridge. On Tuesday I got a call from ServicePro, that the appointment was a mistake. They have nobody available on Wednesday. The earliest would be December 22 now. I wanted a new fridge! They told us, the warranty is only for repair, not for replacement. How much longer during the holidays?
  ** ********* came on Friday and told us, what we already knew: the compressor overheated and broke. Of course, they don’t have a new compressor and have to order one from *********. That could take until sometime in January. I called ********* and asked for a new fridge. I was told again, that the warranty is just for repair, but they could send me $150 to buy a bar fridge. The cheque would come in the mail in about 3-4 weeks! Really helpful!
  We are really frustrated! First, that a 6 month old fridge already broke, second, that we received no help whatsoever from Costco and their Concierge service, and third, that we have to wait probably a month to get an almost new fridge repaired!
  This is not customer service, to leave a family without a fridge for such a long time!

  Business Response

  Date: 08/01/2024

  As of 01/08/2024 Pick up and refund has been submitted issue resolved.

  Customer Answer

  Date: 08/01/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21068525, and find that this resolution is satisfactory to me.
  
  
  I’m waiting for the pickup and the refund. 
  
  
  Sincerely,
  
  *** ******
  

• Initial Complaint

  Date:18/12/2023

  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.

  To whom this may concern, Today December 18 2023, as you can probably see on your end, I had booked an appointment for an oil change on my vehicle,The appointment was booked and confirmed almost a month ago. Confirmed for today December 18 2023 at 2:15 - 2:30 pm. At 1:55 pm I was searching for parking outside of Costco 440 ***** when i received a call from one of your employees Mrs. ****** she proceeded to tell me that she has to cancel my appointment because Costco can not do oil change on high-end vehicles, So my question was; the appointment was confirmed a month ago or so, please keep in mined that was the earliest time to get my car inn because the schedule at costco .ca was fully booked, just like every other place in *****. My question to her was why wait until now to notify me I took time off work to do the oil change and now i also lost every possibility to get oil change before the new year, that could cause a problem and time consuming for me since every other garage in ***** is fully booked, She replied we cant do oil change for your car we dont even have oil for Porsche vehicles, She proceeded to say even if she was to take me inn she wouldn't be able to do the job. I hope you understand that this kind of information should had been transmitted to me a lot sooner so I could have booked somewhere else a month ago and not last minute when i was in Costco parking lot.Sure enough at 3:20pm I received the following email:Appointment Cancelled Fawzi,Your appointment has been cancelled. Thanks for letting us know in advance that you would not be able to make the time we had scheduled for you.Warehouse: ***** ************* Change (Most Models)Date: Monday, December 18, 2023 Time: 2:15pm We hope you reschedule your appointment!Thank you!Costco ***** ********************************************************************** ************** I am hoping that you will take a look at this matter seriously as it caused me a lot of discomfort.I have been a loyal client at Costco for a very long time.Thank you for understanding and I will be waiting for your response.************ Office: ********************* Mobile: ************

  Business Response

  Date: 08/01/2024

  The member has been in contact by the management team at their local warehouse to provide a resolution.

• Initial Complaint

  Date:13/12/2023

  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.

  I purchased an executive membership from Costco, purchased one item ONLINE which generated a membership benefit credit of $58. 1 month prior to my membership expiring I received a voucher in the mail stating I have to go into a store to redeem the voucher. Also could not transfer the voucher to another costco member so it at least does not go wasted. I am an online shopper, I do not go to Costco stores ever. The voucher is useless. I spent $4000 with them.
  
  Upon inquiry they stated that they cannot help me with an online voucher. After numerous arguments and complaints I finally received an email saying I have to write a letter by snail mail to the headoffice who will apparently issue me with an online voucher, however, my membership has since expired and I have no desire to get another membership for $60 with a company who is clearly predatory so I could get my $58 voucher. Means the voucher is useless even if online now, and also I have to ask for it by snail mail?... I shopped online and communicated with Costco by email and online. Now snail mail? It is absurd that I have to be chasing something that is useless at this time using methods other than I have been to communicate with the company and that would cost me more to get than it is worth. When I challenged this again the response was sorry cannot assist.
  
  I feel like I have been robbed by Costco and as a large company they clearly do not care or need to care. I would like a refund in cash for my $58 that they owe, or refund me the difference between the executive and regular membership, which is all I would have bought had I know this was the treatment I can expect.
  
  I cannot believe that a company like this treats customers this way.
  Multiple communication emails available if you need.

  Business Response

  Date: 09/01/2024

  This issue has been  resolved on 12/18/2023.

  Customer Answer

  Date: 10/01/2024

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

  Please note that my dispute was resolved with Costo directly
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21004053, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ****** **********
  
  

• Initial Complaint

  Date:13/12/2023

  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.

  Fridge delivery in August 2023 Damage to property occurred. Missing part for fridge door Damage to other fridge door. Currently December 2023 and no resolution. Seeking support to get a resolution on all three items. Details:Disagree with claim decision. They will not share the report as I know those who came to the house involved in the delivery, attempt to repair and assessment all acknowledged damage was caused by the fridge ON delivery. In summary:Our floors WERE NOT in poor condition. The marks came directly from the fridge from installation that the DELIVERY TEAM acknowledged was happening from the wheels of the fridge. They spent quite a bit of time moving the fridge back and forth to see what was causing the issue --- HENCE, the delivery team acknowledging the fridge was damaging the floors (not that the floors were already damaged). The whirlpool representative who came to investigate the door damage also said the damage to the floors was extensive and caused by the wheels (he commended it looked like the wheels had been rolled on cement as they were all beaten up). The contractor who came to access the floors also said the damage was very bad and clearly from the fridge. For these 3 reasons, I feel the decision to not repair the damage is very disappointing and I am not willing to ignore it. Months later I am still waiting for the fridge door to be replaced and the other door to be fixed with a missing part so that it will be leveled and allow the seal to work. Currently the doors are not leveled, the seal therefore isn't working and moisture is dripping from the upper part of the fridge to the freezer door. The WHEELS on the fridge are damaged and WILL cause further damage to my floors when it becomes necessary to move the fridge again. I expect this to be addressed. Pending items:floors repaired from wheel damage door with dent replaced door missing a washer fixed

  Business Response

  Date: 13/12/2023

  This complaint has been addressed and approved for credit as of 9/12 last week

  Customer Answer

  Date: 14/12/2023

   
  Complaint: 21000882
  
  I am rejecting this response because:

  I have received the same response from the business (that my request is being escalated) for months now and not received any real progress or action I have also not been informed of any credit or repair to the damage done to my floors  rejecting as this is not resolved and I have not been giving any new updates or timelines  

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

  Business Response

  Date: 10/01/2024

  We've escalated this with our insurance company and looking into a resolution. Thank you 

  Customer Answer

  Date: 23/01/2024

   
  Complaint: 21000882
  
  I am rejecting this response because:

  I have still not received a resolution on this complaint.  This has been ongoing since August and has been escalated numerous times with zero action. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 28/01/2024

  We have contacted and emailed the member that this is being escalated with ********* ******* are insurance. 
  

  Customer Answer

  Date: 30/01/2024

   
  Complaint: 21000882
  
  I am rejecting this response because:

  I received a message saying this was escalated numerous times and still have not received any further action  I have provided images and video demonstrating exactly what caused the damage to my floors and that it was the fault of the delivery company  still waiting on action  not just emails saying the matter is escalated.  

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

  Business Response

  Date: 31/01/2024

  The member was advised this is escalated to our insurance ********* *******. 
  

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21000882
  
  I am rejecting this response because:

  still no action, i have been advised of escalation since September and still not received a response with action. 

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

  Business Response

  Date: 07/02/2024

  A new order hs been placed for an upgraded fridge and we matched the price for the difference between the old order and new order.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21000882
  
  I am rejecting this response because:

   

  the complaint has 2 parts - the repair of the fridge which has been completed. However, the damage to the floor has not been addressed. I keep receiving emails saying the issue is being escalated but no action for months now. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/02/2024

  We have requested that our ecommerce team contact the member regarding this complaint. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21000882
  
  I am rejecting this response because:

  Not accepting this response as a resolution. 

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

  Customer Answer

  Date: 09/02/2024

  I received a notice saying clarification is needed. Not certain what that means. As per my initial complaint, I am seeking a resolution on 3 items:

  1). Damage to property occurred.

  2). Missing part for fridge door

  3). Damage to other fridge door.

  2 & 3 have been addressed as the fridge was replaced. First item has not been addressed  I have provided video and photos demonstrating that the delivery team damaged the fridge in a way that caused the damage to my floors.  Would like the damage repaired  

   

  Business Response

  Date: 12/02/2024

  Good afternoon, we have sent this complaint to our ecommerce team for resolution. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 21000882
  
  I am rejecting this response because:

  still not a resolution, still have not received any updates.   THis has been going on since August.  PLEASE provide a real update with real progress.  At what point is there consequence for the business for not taking any action?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 14/02/2024

  We are reviewing the damages again,however, the member did sign a waiver with the delivery company.

  Customer Answer

  Date: 22/02/2024

   
  Complaint: 21000882
  
  I am rejecting this response because:

   

  this is an update but still no action. 
  
  Sincerely,
  
  ***********************