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:09/08/2023

  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 of the transaction : 30th of May 2023
  Total cost ( excluding tax) - 1,199.99
  Nature of the dispute - costco is charging 300 cad for the deliver. This is highest delivery cost I have come across. ****** ***********
   This item initially was advertise as online only. Now Costco is selling in store and the cost of the item is 899.99. Based on the comments from the customer service as per call of 9th of August 2023, the difference between the store and online price is the delivery .

  Business Response

  Date: 10/08/2023

  We have sent this complaint to our ecommerce team requesting they reach out to the member. 

• Initial Complaint

  Date:08/08/2023

  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 made an online purchase for the amount of 120.87 on Aug 5th,2023 on Aug 7th, 2023 I was charged an additional amount of 29.37 for the total amount charged of 150.14. I received the order on Aug 8th 2023 totalling 120.87.. there is no more shipments or items to arrive. I called customer service twice and they keep stating its their process but I never authorized 150.14 so I'm not sure how their process is to over charge. They say it's the credit cards issue but clearly credit cards only charge what I authorize. Their case number is *************. There are no packing slips with any orders which I think is unlawful/illegal unless the law changed. They keep telling me they are right but im missing 29.37 from my account. They need to follow the rules and only charge what was approved. If they need to short ship than notify me but you can't charge for an item twice and only ship one.
  This is abuse of power and denying me the use of my money.shame on them. I would like the 29.37 refunded to my card.
  Thank you.
  *** ********

  Business Response

  Date: 17/08/2023

  Good afternoon,

  When you place an order, ********* contacts the issuing bank to confirm the validity of the payment method. Your bank reserves the funds until the entire transaction processes or the authorization expires. This isn’t an actual charge, is just pre-authorization. The issue has been resolved.

   

  Thank you

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

  Customer Answer

  Date: 19/08/2023

  
  
  Complaint: 20440521
  
  
  
  I am rejecting this response because: they are lieing they made an error and if I didn't make the complaint I would have not received my money back. If it was a hold then they would not have taken more money then the purchased items.  This is a bad business practice of theirs which needs to be addressed. Then they try to hide it by saying it was hold. Which is not what happened. Thet should never take more money than the items purchased. 

  What a terrible company 
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:01/08/2023

  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 booked flights through costco and due to pregnancy related health issues, I could no longer make the trip. Costco said if I provide a medical note, I will be refunded for the airline tickets I purchased, everything else on the booking was cancellable. I provided a medical note and still have not been refunded. I have explained my issues to them many times as I will need more surgeries related to the pregnancy and will not be able to travel and they refuse to refund me despite already saying I could be refunded. The refund amount for the flights is $1,369.68.

  Business Response

  Date: 01/08/2023

  Issue has been sent to our Costco travel team for resolution. 

  Customer Answer

  Date: 03/08/2023

  
  
  Complaint: 20406940
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***** ******
  

  Business Response

  Date: 03/08/2023

  Good afternoon,We have been in contact with the member and notified them that as indicated during the booking process and on their invoice their flight costs were non-refundable. The member has been given the value of their flights as an air credit to be used with Costco Travel and *** ****** for a value of $1369.68 which expires on December 14th 2023.

  Customer Answer

  Date: 03/08/2023

  
  
  Complaint: 20406940
  
  
  
  I am rejecting this response because: I was told many time via email and via telephone that if I explain my situation and provide a doctor's note that I would be refunded. Every time I speak to someone I get conflicting information. I am unable to travel due to pregnancy related issues, which will result in a baby at the end of it who I can also not travel with. I spoke to *** ****** and they said to dispute the charge.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:30/07/2023

  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.

  ********** * ************
  
  I was dealing with Costco concierge since July 4th for a claim on my tv, Hisense purchase in Nov 2021. I was told since July 11th the tv was going to get returned from both Q-tel and concierge. After delays and several conversations with representatives at Costco concierge, they all told me the tv was getting returned, apologized for the delay, and that it should only be 2-3 business days until I get the email saying I can return it.
  As I was assured several times it was getting returned and I was just waiting on that technicality, I got another tv from Costco (as I buy all my TVs there) and got it professionally mounted. Suddenly, concierge is saying they want to do a repair and I’m unable to return my tv.
  I’ve spoken with many people about this and seem to be going around in circles with different departments passing blame.
  As I was told all the calls are recorded, I would like to please request all the conversations I had with concierge are listened to and reviewed by whoever is the supervisor of those I spoke with. After listening to these calls, it should become clear why I moved forward with another tv and now due to a mistake at Concierge I’m getting stuck with a $300 bill for mounting the tv only to take it down to put my other tv back up.
  I’ve been a long time Costco customer and have loyally bought every TV due to your excellent customer service. I have not experienced that high level of customer service as I’ve come to expect from Costco this time. As this was a mistake on concierge’s side, I would please like Costco to honor what their several representatives told me for almost 3 weeks and have this tv returned.

  Business Response

  Date: 31/07/2023

  Hello, 
  
  We have sent the member escalation to our ecommerce team for further assistance. 

  Customer Answer

  Date: 09/08/2023

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20397423, and find that this resolution is satisfactory to me.
  
  

  The area manager got in contact with me and agreed to review the interactions with me and concierge. 1 day later I got a response stating I would get a full refund. Thank you for the help!
  
  
  
  Sincerely,
  
  ****** *****
  
  

• Initial Complaint

  Date:28/07/2023

  Type:Billing 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.

  July 24, 2023, 16:01 I went to get gas at the Costco Gas Station. The pump declined my card, however, when I checked my account it had pulled $114.84 from my account. I approched the management of the location to see what happened they said it was just a hold and that I should have it back in a few hours, up to 48 hours. I have spoken with ***** and **** about this matter and they have not corrected the issue. My card still shows that the money has not been released or returned. Costco claims they have no record of the transaction, However on my card it shows it as a completed transaction.

  Business Response

  Date: 28/07/2023

  We have forwarded this complaint to the Costco Location to resolve the issue with the member.

• Initial Complaint

  Date:25/07/2023

  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.

  I purchased a television from Costco Ajax ,Ontario May 18,2022 , it had a 2 year warranty which I thought was pretty good . I set the tv up in our bedroom and on July 17,2023 it started to have lines flashing horizontally on the screen ,after a discussion with my wife we decided best thing to do is return it to the store as that’s what we normally do with any product we buy there that we have a problem with.
  Upon arrival to the store we wheeled it into the returns area on a flatbed cart when I told the cashier it was purchased just over a year ago he said they wouldn’t take it back. A manager also informed me I’d have to call concierge services for a repair. I asked if anything else could be done as I didn’t want to bring a broken tv back home and was told no. I then wheeled it back to my suv and loaded it back inside,my wife finished shopping and I brought the tv inside . I then called concierge services gave the operator all the information regarding the tv and was told I’d be called by a technician for a repair . I said perfect. On July 24,2023 the technician came to my house checked the tv and said it had a crack in the screen therefore it voided the warranty. I explained to him the issue with the tv occurred before it was moved from our bedroom,it may have happened while loading it back and forth to my suv when I tried to return. He said he’d add that to the report and maybe Costco would replace or refund, I was contacted on July 25,2023 by Costco concierge and told due to the crack the warranty is voided and I’d get nothing.
  As a longtime Costco member since October 1995 I thought this wasn’t handled with customer service in mind, something other than too bad for you should have been offered in this situation. It’ll make us reconsider our future membership as well as letting friends and family know what happened.

  Business Response

  Date: 06/08/2023

  We have escalated the issue to our concierge team for further assistance. 

  Customer Answer

  Date: 10/08/2023

  
  
  Complaint: 20376083
  
  
  
  I am rejecting this response because:The complaint was previously sent to the concerige service department who determined not to repair or replace the television stating the crack in screen voided warranty. My complaint explained the issue with screen occurred prior to the crack which must have occurred when I brought it back into store and was told to take back home. I’m still requesting to have it repaired or replaced as a long-standing Costco customer.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 11/08/2023

  Good afternoon,

   

  We have contacted the member to return their TV for a full refund to their local Costco warehouse.

   

  Thank you 

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

  Customer Answer

  Date: 13/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20376083, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:09/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a product online with a label price of 899, and less than two weeks later, the label price was 799. I requested a price adjustment and the customer service refused. This is disrespectful to loyal users

  Business Response

  Date: 13/07/2023

  Hello,

   

  Concerns have been forwarded o the appropriate team for review and follow up.

   

  Thank you,

   

  *******

• Initial Complaint

  Date:27/06/2023

  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 went to Costco to get my tires changed. I believe they scratched my rim. I have never seen that scratch before.
  
  On June 18 I took my car in to Dartmouth Costco for a off-rim tire change. While changing the tire I believe the duck head scratched my rim while taking the tire off of the bead.
  
  I called when I got home and noticed immediately because they had over inflated 2 of 4 of my tires over 300KPA or 50PSI — this is higher than most SUVs / Trucks & I drive a Chevrolet Spark with a rating of 240KPA or 35PSI. There was no manager in until Tuesday and the GM was on break, so we arranged to come another day. I was informed of the process by an employee.They stated that an incident report form would be filled out, that they would check the cameras and investigate over a week has gone by & they have yet to fill out an incident report as I was speaking to the GM a couple of days ago (June 28) he stated there was nothing he could do. I requested to see the video (this video was from 2 angles; 1. Left rear corner of shop & right rear corner).
  
  I asked to see the video because while they were doing the tire change they knocked over one of my tires, still on rim & barely paid attention to it, which leads me into my complaint.
  
  I have a quote of $200 to fix the rim, Costco will not own up to it because their video doesn’t show them any error although the video shows basically nothing besides a mechanics back. The only way I can get the video is via you or small claims & I really don’t think this needs to go to small claims although the assistant general manager quested my ethics and questioned why should should question my word; after not owning up to literal evidence of negligence. Please note: their mechanics/ techs have tire excellence awards displayed in their shop. I came into the shop with no scratch and I left with a scratch. Are you able to help me?
  
  I will attach a quote I received from another shop as well.

  Business Response

  Date: 28/06/2023

  Hello, 

   

  Member was contacted and an appointment has been made to rectify the member issue. 

  Thank you, 

  ****** ********** 

• Initial Complaint

  Date:20/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 20th 2023, 12:30pm.
  - Visited Costco Wholesale at 1849 Merivale Rd. Otta, ON K2G1E3
  - Went to customer service desk to get price adjustment to the CANYON PRO 2622084 boat purchased on June 02 2023.
  - A lady customer service looked up my Costco card and found my transaction, then she started saying she can't do price adjustment, I need to go back to where I bought the item (barrhaven costco), I asked her why, she said because they no longer have the items in stock so they can't give me price adjustment. To my suprise I never seen or heard of such policy, I were able to get price adjustment on many occasions for other products. I asked if I could see the policy written somewhere, she started to say she is the policy. I request to talk to a store manager, then a gentleman next to her jump in stating he's the store manager, and continue to say that's the policy, but unable to provide any document print out of any kind. I asked again is there a manager here, he asked me to wait and went get the manager. **** came up stating he's the store manager, it's his policy and that they don't have a printout of such policy or can provide link to one, and refer back to the store refund/return policy. NOTE: I also recorded the conversation I have with **** and he started to get irate, that I can't record our conversation and all these Canadian Laws. Any how it's absurd, that I couldn't get price adjustment and had to go back to the original COSTCO store, and there is no such written policy that I can't get price adjustment from a different costco store. Also having employee saying she's the policy and another miss represent himself, thinking he can fool the customer. Costco really need to retrain all these 3 employees.

  Business Response

  Date: 25/06/2023

  Hello, 

  Member has been contacted by the Store Manager where the complaint took place. 

  Issue is resolved. 

  Please close the matter. 

• Initial Complaint

  Date:19/06/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 18th, the same TV had the same Save More event, but the price was $2999.99. May 28th Save More event I bought 3999.99. In less than 20 days. Price reduced by 1000$. I call customer service and they don't adjust the price for me. This is a heavy blow to loyal customer.

  Business Response

  Date: 20/06/2023

  Good morning,

   

  In order for us to assist further please have the member provide their membership number.

   

  Thank you

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

  Customer Answer

  Date: 20/06/2023

  I can save up to $500 for the same activity. This means that I spent 1120$ more for this TV
  

  Business Response

  Date: 20/06/2023

  Good evening, 

  Member has been contacted and the issue has been resolved. 

   

  Thank you kindly, 

  ****** ********** 

   

  Customer Answer

  Date: 21/06/2023

   
  
  Complaint: 20206420
  
  
  
  I am rejecting this response because: no one contacted me, I even don’t know what is the solution?
  
  
  
  Sincerely,
  
  **** **
  

  Business Response

  Date: 22/06/2023

  GoodMorning,  
  Member has been contacted and the issue has been resolved. 
  
  Thank you kindly, 
  ****** **********