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

  3180 Laird Road Mississauga, ON L5L 5P8

• 

  Costco Wholesale Canada Ltd. HQ

  2853 - 32 Street NE Calgary, AB T1Y 6T7

• 

  Costco Wholesale

  6700 Island Hwy N Nanaimo, BC V9V 1K8

• 

  Costco Wholesale Canada Ltd. HQ

  1075 St. Albert Trail St. Albert, AB T8N 4K6

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:07/06/2023

  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.

  Major issues registering for a pharmacy account and you help lines have no idea what to do when you are having issues registering for a pharmacy account. Very very frustrating that you don't even support your own online pharmacy!

  Business Response

  Date: 16/06/2023

  Hello,

  We have attempted to contact the member 3 times by phone over the past few days, 2 voice messages left and one email. 
  No response or call back from them. 
  How would we like to proceed as the 10 days are coming to the end soon
  Thank you
  

  Customer Answer

  Date: 19/06/2023

  
  
  Complaint: 20157904
  
  
  
  I am rejecting this response because:

  You need to remove my ***************** account as it wont let mr do anything with it. Password resets dont even work.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 19/06/2023

  Good afternoon,

   

  The account has been deleted. 
  Mr. ****** can start the process from scratch by creating a new account on ***************** then linking his profile to the pharmacy using his unique registration code. If his current code is expired please inform which pharmacy. Once the pharmacy information has been provided the pharmacy can complete the link to his account.

   

  Thank you

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

  Customer Answer

  Date: 20/06/2023

  
  
  Complaint: 20157904
  
  
  
  I am rejecting this response because: still not working. When i go to verify email address it says "Something went wrong, please try again" and i never get a verification email. You guys really need to get with it!
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 22/06/2023

  We have reached out to the approrpriate teams to follow up with the member.

• Initial Complaint

  Date:07/06/2023

  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 am extremely dissatisfied with Costco. I made an order *************, placed on April 24, 2023, for an amount of $1107.38. The order, which included two Nintendo OLED Switches intended as graduation gifts for my cousin, has never arrived despite the payment being processed in full.
  
  In my attempts to resolve this situation, I had a conversation with a representative from your company, who can be reached at *******************. During our conversation, Mr. ******** acknowledged that the delivery was sent to an incorrect location. He promised to provide more information on the matter, however, I have since not received any further communication or explanation. The silence following the acknowledgement of the mistake has left me feeling disregarded and distressed.
  
  This unfulfilled commitment, coupled with the unresolved status of my order, paints a disappointing picture of Costco's customer service. I and my family had chosen to shop at Costco for the past 20 years with the expectation of a reliable service, and it is disconcerting to experience such lapses in both the order fulfillment and customer service processes.
  
  I believe this lack of action from Costco is not only a disregard of the fundamental rights of consumers but also contradicts the reputation of Costco as a reliable and customer-focused retailer.
  
  I kindly request the assistance of ****** ******** ****** Canada in addressing this manner. I seek a resolution that includes reshipping the Nintendo OLED Switches to another address as I have moved, or a refund, and a thorough explanation accounting for this lapse, and appropriate compensation for the emotional distress and inconvenience caused.

  Business Response

  Date: 12/06/2023

  We have sent this complaint to our ecommerce management team to have the member contacted. 

  Customer Answer

  Date: 19/06/2023

  
  
  Complaint: 20154636
  
  
  
  I am rejecting this response because: I still have not been contacted by anyone, and the person I originally spoke to has not replied either. I have not received any refund or any communication and wish for this business to promptly help me with this matter. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 19/06/2023

  This has been re-escalated to our Ecom management team for further assistance. 

  Customer Answer

  Date: 29/06/2023

  
  
  Complaint: 20154636
  
  
  
  I am rejecting this response because: I am severely disappointed by the lack of response and by the performance of your e-commerce department. My issue has been escalated twice within this department without any response, thereby casting doubt on its efficacy. I must emphasize on the necessity of intervention by another department or manager. Given the continuous inaction, my objective is now to secure a full refund from a higher authority, if the e-commerce department continues to demonstrate its ineffectiveness.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 29/06/2023

  
  
  Complaint: 20154636
  
  
  
  I am rejecting this response because:

  I am severely disappointed by the lack of response and by the performance of your e-commerce department. My issue has been escalated twice within this department without any response, thereby casting doubt on its efficacy. I must emphasize on the necessity of intervention by another department or manager. Given the continuous inaction, my objective is now to secure a full refund from a higher authority, if the e-commerce department continues to demonstrate its ineffectiveness.
  
  Sincerely,
  
  ****** *****

  
  
  
  
  

  Business Response

  Date: 03/07/2023

  The member was contacted and provided further explanation of our decision. The member was understanding and thanked us for the follow up. We believe this matter to be closed. 

  Customer Answer

  Date: 08/07/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20154636. Costco has informed me that there is nothing they can do, even though I have not received my order or a refund. I am disappointed in their lack of resolution. They did not provide me with any solutions at all, except to contact my bank. This matter is resolved only because it is clear Costco will not take any initiative to help me recover my order.

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

• Initial Complaint

  Date:01/06/2023

  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 ordered a ******* 58” TV 58R61G, ***** ********** from Costco on July 14, 2021 for $547.14 including HST and the $100 coupon. The TV was delivered July 23, 2021. The TV was situated in a secondary room with minimal usage. On April 29th, 2023, upon turning on the TV, I immediately noticed light emitting from the right side of the frame. Upon closer inspection, I observed delamination and waviness on the right side of the screen, accompanied by an outward bowing/warping of the screen frame. No other visible damages were present on the screen or the frame. I contacted Costco Concierge Service who then initiated a service call with ********. ******** asked me to send them photos of the TV in case they could diagnose the problem through the photos. After a series of interactions, ******** scheduled an appointment for May 17, 2023. The technicians conducted a thorough photo documentation. Subsequently, they informed me that the warranty does not cover the issue due to the bow in the frame, which they claimed was caused by hitting the screen. I insisted that the TV had never been subjected to forceful contact and the amount of force required to bow the frame outwardly would leave a mark. I contacted CCS and explained the situation. The phone operator asked me to email him photos. I then got a voicemail from the phone operator saying that the TV kind of looked like it sustained impact due to the circle on the screen and they are refusing to cover this under warranty. I wrote an email back saying that we disagree with the conclusion as the half circle seen in the photos is because the diffuser sheet is rippled and lifted in that area due to the screen detaching because the frame warped. The Costco two year warranty on TV is just a ****. They said that they followed the technician's assessment, who was prepared to blame the customer to avoid fixing or replacing the TV. We disagree with the verdict made by Costco Concierge Service knowing we did not impact the TV in any way.

  Business Response

  Date: 04/06/2023

  Hello,

   

  The concerns have been sent to the appropriate resolution team for follow up.

   

  Thank you,

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: 20130487
  
  
  
  I am rejecting this response because:

  I received a call from Costco Resolution's Team telling me that Costco is no longer looking after this warranty claim because we’ve owned the TV for over a year, so they are waiting for the warranty company ******* to respond. Costco’s advertising says Costco extends the manufacturer’s warranty to 2 years, it doesn’t say it passes it off to an entirely different company. Anyhow, I received a call from ******* telling me that they cannot repair the TV, so there is nothing they can do, and they don't cover physical damage (which is what they decided to classify it under because it is damage that you can see) regardless if the physical damage was a result of TV malfunction, mechanical or electrical problem with the TV and/or a heat issue in the TV. Physical damage is the wrong classification because we did not physically damage the TV, the damage was caused by some internal defect. The ******* phone operator said that it could possibly be a heat issue that caused the frame to warp, that is why they are refusing to cover it and that they are not entirely sure how the heat issue could have happened. I told them that if they don't know how it happened then they need to come to take the TV apart to figure it out, however, we were told that we would need to contact ******* for that. As per ******* warranty, they offer peace of mind and if they can’t fix, they will send a replacement or reimburse you. Their website also states they cover mechanical and electrical breakdowns caused by manufacturer defects, power-surge damage, normal wear and tear, dust, heat and humidity. On their website, they also state that "televisions can overheat and cause damage to the screen or the internal components”. I also reviewed ******* warranty, and they cover defects in material and workmanship, which is what we are experiencing. So basically I am being spurred nonsense from ******* about what they cover and don't, and they are doing everything in their power not to take responsibility for covering a TV that is actually defective regardless of what is being advertised. Costco Concierge Services is just a ****.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Customer Answer

  Date: 26/06/2023

  Hi there,

   

  I am emailing regarding complaint number 20130487. Costco has resolved the issue and are issuing me a full refund. Are you able to update the complaint as resolved now? Not sure what happened as the supervisor from costco contacted *** to let them know that the complaint has been resolved however we got an reply from *** saying that it is unresolved.

   

  Thanks,

  *****

• Initial Complaint

  Date:30/05/2023

  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.

  Costco - Stoney Creek, Ontario
  Costco and defective goods.
  
  Several months ago purchased bacon and after using about 15% 2 months before expiry the bacon spoiled and had to go in the trash.
  
  May 7th i had a carton of milk go bad a month before expiry. Immediately emailed costco at ***************** with supporting photos receiving a non deliverable notice. At this point i decided to cancel my costco membership due to the frequency of spoilage.
  
  May 15th went to Costco requesting cancellation of my membership. They pleaded with me to keep the membership and to always let them know if and where there is an issue to return the item as they need to be made aware of the defect. They reinforced this point approximately 7 times. I chose to cancel the membership because no replacement or compensation was offered. its a 40 minute drive to and from Costco. Any refund issued would be offset by my gas cost and the cost of my time.
  
  Shortly thereafter i found that a container set i purchased from costco was not dishwasher safe like stated only after using several containers. I decided to spend 3 times the dollar tree cost in hopes of better quality but sadly the opposite is true.
  
  In consistency with what the agent previously said i went to Costco on May 27th at 10 AM to return the containers and the agent condradicted her peer by saying i could not return the item unless i registered for another membership essentially trying to blackmail me into purchasing a membership. After recognizing her nasty attitude i said ok and left the containers at the return desk without a refund and exited the store.
  
  Today May 30th once again i am finding a 4 pack of Tofu that expires in nearly 3 weeks has gone bad before its expiry date. 3 of 4 packages need to go in the garbage.
  
  Total loss at this point:
  Bacon $14
  Milk $3
  Containers $20
  Tofu $9 ($12 package and 3 went bad)
  
  I am asking for compensation in this amount.

  Business Response

  Date: 01/06/2023

  Hello, 
  
  We have sent an email to our Stoney creek location requesting they reach out to the member regarding this complaint. 
  
  A manager from the Stoney Creek location will contact the member to resolve this issue.
  
  Thank you 

  Customer Answer

  Date: 12/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20121977, and find that this resolution is satisfactory to me.

  
  Just wanted to let you know i was contacted by the store manager and they provided a refund for the items in question. 
  
  Sincerely,

  
  **** *******
  
  

• Initial Complaint

  Date:23/05/2023

  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.

  May 23,2023
  
  Dear ****** ******** ******,
  
  I am writing to officially file a complaint regarding a distressing experience I recently had at Costco, specifically the Markham location at * ******** *** ******* ** *** **** ******. As a loyal Costco customer, I hold the company in high esteem and usually receive commendable service. Unfortunately, my recent visit did not meet the standard I have come to expect, and I feel it is necessary to bring these issues to your attention.
  
  My primary grievance lies with the beverage and ice cream machines at this location, as well as the staff's response to the situation. The soda machine was producing only water, to which I brought this to the attention of the kitchen staff. I was informed that they would address the issue promptly, and I patiently waited for a resolution. After waiting for approximately ten minutes, I was informed that the machine had been fixed. Regrettably, the machine was still not functioning correctly.
  
  The problem with the soda machine would have been a minor inconvenience if not for the subsequent interaction with the kitchen staff. Their approach was disappointing, showing a lack of appropriate customer service skills. They not only failed to solve the problem but also addressed me in an unprofessional manner that came off as rude and dismissive.
  
  Furthermore, I noticed an issue with the ice cream service. While the ice cream machine seemed to be in proper working condition, it was not possible to place orders for ice cream via their computerized ordering displays. When I asked for clarification, I was told the ice cream was 'too watery' to serve. This, I felt, was a misleading excuse, particularly as it seemed a common practice at this location to shut off ice cream orders on the computerized system an hour before closing.
  
  These instances are a clear representation of poor customer service and an inability to properly maintain the foodservice machines. It is my belief that both are essential to providing a positive shopping experience at Costco. I kindly request you investigate these issues and implement appropriate changes to ensure that all customers receive the high standard of service Costco is known for.
  
  I appreciate your attention to this matter and look forward to seeing improved service at the Markham Costco.
  
  Thank you for your time and consideration.
  
  Sincerely.

  Business Response

  Date: 31/05/2023

  Hello, the members concerns have been forwarded to whs#  151 for follow up and resolution.

  Customer Answer

  Date: 12/06/2023

  I did not receive a reply from the company, kindly update the complaint accordingly.

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

  Business Response

  Date: 12/06/2023

  Follow up email has been sent to location manager requesting they reach out to the member. 

  Customer Answer

  Date: 17/06/2023

  
  
  Complaint: 20097617
  
  
  
  I am rejecting this response because:
  
  I did not receive a reply from the company, kindly update the complaint in writing accordingly.
  
  Sincerely,
  
  ****** *******
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 19/06/2023

  Hello, 

  As per the warehouse in question. Please see below their response. We have also submitted a request to have th eappropriate teams to follow up with the member.

  "I called the number on Jun 2 (I tried calling before that date, but were always connected to voicemail). The call was picked up by a gentleman name ****. He then said that he was using his girlfriend's contact to submit the feedback.

  After the conversation, the member also asked for an email, which I sent on Jun 2 after the phone conversation. I will forward you the email separately. "
  
  Thank you
  
  ****** ******* 

  Thank you,

   

  *******

  Customer Answer

  Date: 20/06/2023

  
  
  Complaint: 20097617
  
  
  
  I am rejecting this response because:
  
  You said “After the conversation, the member also asked for an email, which I sent on Jun 2 after the phone conversation. I will forward you the email separately.”

  I don’t see such email attached here, please attach it.

  Thank you.

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

  Business Response

  Date: 22/06/2023

  We have submitted the concerns to the appropriate department for review and follow up.

  Customer Answer

  Date: 23/06/2023

  
  
  Complaint: 20097617
  
  
  
  I am rejecting this response because:
  Kindly update the complaint accordingly with your response or the response from the Markham location.

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

  
  

  Business Response

  Date: 05/07/2023

  Hello,

   

  The concerns have been brought back to the attention of the appropriate team for follow up.

   

  Thank you.

• Initial Complaint

  Date:17/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hi there I purchased a fridge, washing machine and a set of socks March 21st 2023 and delivery March 23 2023. The refrigerator was damaged heavily on delivery, as well it was not able to use. It would thaw out food and then freeze. The delivery company ********* had sent out had damaged our property curtains pulled off the side entry, brand new floors scratched, baseboards damaged several times as the delivery reps were rushed, rude, at one point one was yelling 'I'm not paying for this." I had a home support worker in with me as I had an anxiety attack after the fact, then got put on anxiety medication for the first time. I am disabled and was left with a broken fridge, the delivery service left the dishwasher in a gallery kitchen and the fridge didnt fit. I am still living out of a mini fridge and cooler bag since as I have injection medication and food spoiled. Costco only offered $150 gift card as a token didnt send fridge back after 1.5 month of pleading. Worst experience ever. Left with a damaged house, no fridge and anxiety medications as well as injections $269 to replace. Please help as this service is a slap in the face. The washer was damaged they only took off $150 for it they made more money off of us! Disability husband works 2 jobs as I cant work and a child with mental health issues at age 6 cant even have cereal just frozen waffles. Please please please help!

• Initial Complaint

  Date:20/04/2023

  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 was booking a Disney cruise through Costco Travel website on Friday, April 7 for my family. After the entire process (including payment) completed, I did not receive a confirmation anywhere indicating that the booking is successful. I also checked the 'Bookings' section under my Costco account and nothing showed up. I believed that the transaction was somehow failed and I went ahead and placed an exactly same booking and it was successful this time - I received a confirmation email right away and the booking is showing in my Costco account. I checked my credit card later and realized that I got charged twice. Each booking costed CA$7588.26 (US$5670.62). I called Disney right away, and has been told that the 1st booking was actually successfully placed at Disney's end but somehow Costco Travel system did not pick it up. I contacted Costco Travel agent and requested a refund for the first transaction. However, on Apr 12, I received a refund of CA$7175.88 which is CA$412.38 shorter than what I have been charged. Costco Agent told me that it was due to FX since Disney refunded me in USD. I called Costco again and try to get the difference back. I got double charged due to a technical glitch in the system so in this case, I should get fully refunded from exact what I have paid. The FX should be a business cost to Costco Travel. However, Costco refused to deal with this issue and kept asking me to ask my Bank to adjust the FX rate for me which does not make any sense either to myself or to the bank. The cancelled Disney Cruise booking which I was refunded for is #********. It was for Disney Fantasy departs from Port Canaveral on May 20. Please note that since this booking is not showing under my Costco account, Costco agent need to call Disney Cruise to verify. Since there is no Costco Travel Confirmation Number, I had to explain the situation every time to Costco as the agent would otherwise think the booking was not done through. ** ****** ********** **************

  Business Response

  Date: 29/04/2023

   

  Our ********** ******* from Costco Canada Travel had a representative reach out to the member to offer a goodwill gesture to ensure the member receives all their money back. The member was contacted  Apr 27, 2023 by Costco Travel.

  Customer Answer

  Date: 09/05/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19963513, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** ***
  

• Initial Complaint

  Date:10/04/2023

  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 and my wife have been Costco customers for many years. We had a regular membership for a long time, but we decided to try the 'executive membership' from 2021.
  Last year, February 2022, was the first time we were looking to have a 2% executive reward. WE DID NOT GET IT!!!
  After much back-and-forth with Costco, and my going into the store only to be told to wait for it to come.
  On June 11, 2022, an email from Costco said it was issued to an address WE DO NOT KNOW! Costco online reps said they could not do anything about, so we went to our main Costco (100 Billy Bishop) and spoke with a ******* (*****) about it. ***** found that someone in Costco had added someone named, *** ****, to our account. WE DO NOT KNOW THIS PERSON! This is a potential SECURITY BREACH! This person has our information now! Our cheque was mailed to his address on ****** ****
  ***** also stated that this person was made the primary, my wife made the secondary, and I was removed from the account. WE DID NOT AUTHORIZE THIS! ***** assured us that everything would be corrected and that ******* (********** *******) would re-issue our cheque to our proper address.
  Further, ***** stated that we had to renew our membership in order to get our reward, so we renewed.
  On June 28, 2022, ***** called my wife from the store and said she could pick up the cheque. When she went in, NO ONE KNEW WHAT SHE WAS REFERRING TO, and ***** was not working yet.
  This year, March 31, 2023, we are looking for the 2% reward cheque again so sent an email to Costco. Several more emails went back and forth. We were told the cheque, in the amount of $90.50, was issued on March 1, 2023, and WAS SENT TO the ****** *** address AGAIN!!!
  They asked us to go to the store and talk to the *******. AGAIN!! The customer rep. ****** * told us it cannot be re-issued before May 31, 2023. Also, told us that we didn't update the address, We want our account corrected and safeguarded, and we want our reward cheque without further delay.

  Business Response

  Date: 29/04/2023

  We have reached out to the warehouse stated in the complaint.  A member of the W535 warehouse contacted the member and resolved their concerns on Apr 17, 2023.

  Customer Answer

  Date: 01/05/2023

  
  
  Complaint: 19919561
  
  
  
  I am rejecting this response because:

   

  Not sure how to add my own comment to the notes.

  I just wanted it on record that I have been in communication with a *******, ***, from the store. He did started that they found the mistake, they are working to sort it, they will correct the address and remove the unknown person(s) from the account, and have sent the cheque to my correct address. 

  I do not have that cheque yet. I understand that it can take 2 or 3 weeks to arrive. 

  I DO NOT CONSIDER THIS AS COMPLETE UNTIL I HAVE THAT CHEQUE. I do not agree with that statement on the notes (posted by someone, Costco I presume) today, starting our concerns have been "resolved" on April 17, 2023. Only part of that statement is correct. We have been worrying with *** ?? since that date, but it is not resolved until I have that cheque.

   

  Thank you.

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

  Business Response

  Date: 01/05/2023

  Hello,
  
  We have re-escalated this matter with our local Costco in Downview warehouse 535.
  
  We have requested they contact the member regarding this issue.

  Thank you

• Initial Complaint

  Date:05/04/2023

  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.

  Location: Windsor Costco Tire Centre
  January, 21, 2023 - Winter Tires mounted.
  Receipt from January 21st states, "Keep old tires".
  I picked up my car assuming tires were in the car trunk.
  
  February 5, 2023. - Torque verification appointment.
  Following this appointment I spoke to ***** about missing tires
  -***** gives contact information for *****, the Costco Tire Centre Manager
  
  February 15, 2023. 10:06 - ************ * * #2
  -Speak to ***** and explain the missing Tire situation to *****.
  -***** states that it was not Costco's responsibility to make sure tires were in the car
  - *****, says it's possible that tire quality was inferior so tires were thrown out
  - ****** offered discounts on installation fees but refuses to replace the full set of all-season tires that were thrown out.
  - ****** was then asked to confirm the tire quality to justify his crew's actions. ****** replied that he would verify the Tire quality via camera pictures and call back in one week.
  - ****** never called back.
  
  April 5, 2023.
  - I send an email to ******************* at 4:51 pm
  - ******* calls regarding the email at 6:06 pm
  - ******* says, " the tires that we take off go directly to the garbage bin" even though the instalation order specifically stated, "Keep old tires."
  - ******* continues to blame me for not returning for the tires on the same day AND states "we could have rectified it that day"
  - Costco Tire did NOT put tires into the vehicle they put the tires directly in the garbage and disregarded the detailed order
  -******* summed up the event as a 50-50 responsibility.
  -******* offered free installation with 20% off Pirelli Tires. This is not even close to a 50-50 solution.
  Thank you.
  -QUESTION : why would All-season tires be thrown out in replacement of winter tires?

  Customer Answer

  Date: 17/04/2023

   

  Complaint resolved!

   

  On April 5, 2023, I submitted the *** complaint (#19901880) against Costco HQ.

   

  On April 6, 2023, ******, the local Costco Tire Centre Manager, called with the following proposal:

  Costco would provide (me) with a new set of tires at 50% off, plus free installation.

   

  Although I wasn't happy about paying for tires at the moment, I thought the offer was fair, so I accepted.

   

  Costco placed the order for the tires. Called Monday, April 14th to have the new tires installed the following day to everyone's satisfaction.

   

  Please close the incident.

   

  Thank you,

  *****

• Initial Complaint

  Date:03/04/2023

  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 item over $500 from Costco.ca's online store for business purposes.
  
  Costco refuses to provide me with a receipt or invoice for this purchase that complies with generally accepted accounting principles and the Canada Revenue Agency's requirements for GST/HST registrants.
  
  Such a receipt needs to show total amount of GST/HST charged, and the terms of payment. But every 'receipt' they send me is just an order confirmation or shipping confirmation. The invoice available on the website says "Estimated HST" on it instead.
  
  I finally spoke with a customer service representative, who told me this is all that Costco provides and I would have to 'explain to the CRA that this is how Costco does it.' This would not be acceptable if audited.
  
  See **************************************************************************************************************************************** *** **** *******

  Business Response

  Date: 11/04/2023

  Hi,

   

  We are reaching out to the appropriate teams to see how best we can assist with providing a receipt for the member's tax Purposes.  We will contact the member once our team member determines how best we can assist with the member's request.

   

   

  Thank you,

   

  ***** *

  Customer Answer

  Date: 11/04/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19888375.

  As the business has not yet proposed a resolution, I await further information from their investigation.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 13/04/2023

  We had an agent reach out to ***** * today and attempt to see if his online Receipt now showed "without Estimated taxes", as the shipment of his item was completed.  ***** informed our agent that the receipt still appeared with the "Estimated Taxes."  We understand the importance of providing ***** with an acceptable receipt for his tax purposes and are once again reaching out to our team to determine next steps.

  We will be in touch with ***** shortly.

   

  Best Regards,  

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

  Customer Answer

  Date: 13/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19888375.

  I appreciate Costco's efforts to resolve this issue and look forward to the results of the latest escalation.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******