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

  41 Molson Park Dr Unit 41 Barrie, ON L4N 6E7

• 

  Costco Wholesale Canada Ltd. HQ

  13650 50 St Edmonton, AB T5A 4Y3

• 

  Costco Wholesale Canada Ltd

  3550 Brighton St Burnaby, BC V5A 4W3

• 

  Costco Wholesale Canada Ltd

  9151 Bridgeport Rd Richmond, BC V6X 3L9

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:28/03/2023

  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.

  The Costco flyer has pictures of all sorts of products available. In big letters there are prices displayed $6 $500 $300 but in smaller print above those digits it says Save. i know about reading the small print BUT there are lots of foreign students in my town and the smaller writing is challenging for older people/anyone with a vision issue. It may not be Price Ticketing, but the advertisement is flirting with that notion. it has happened to me many times lately (usually at the **** ******** ********** in Sudbury on Lasalle) that these big prices are obviously more obvious and it causes a reaction in people to hold their breath and zone in searching if it’s too good to be true and emotions if “Wow I could afford that(?)”!! Being a mother of two crazy wild happy children is often humiliating and tiring enough. i don’t like what these ads are achieving in many of us. This method very well could be double ticketing as there are literally two different amounts with dollar signs in plain view. Thanks very much.

  Business Response

  Date: 29/03/2023

  Hello, 

  Contacted the member this morning, member advise she did not want to speak and did not have time to deal with this issue. This matter is now closed. 

  ****** ********** 

• Initial Complaint

  Date:26/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I joined Costco membership from Etobicoke, ON warehouse, and our friend reffered us to the Executive Membership. We also got the **** ********** and we have been using it all the time since.
  
  When the friend was providing her reference, we were both given a $50 promo discount coupon which we could have used at *********. Since we joined end of December, and the costco rep at the counter only had 2 coupons left, he gave us the last ones, which were dated from August to Jan 15th. Since we knew that the coupons were expiring on Jan 15th and we only had 15 days to use them, we asked the costco rep that what do we do if we can't use them. So, the rep mentioned that we can go back and get it exchanged. But when we went back, the rep mentioned that he can't help us and we would have to call the head office. After calling the customer service department a couple of times, they mentioned that they will not be able to help us and we have to go back to the store. We have been juggling back and forth between the store and calling customer service.
  
  Can someone please help us renew the $50 promo code coupon so that we can order from *********?

  Business Response

  Date: 27/03/2023

  Hello, 

   

  Contacted the member at 3:34 PM - a promo code was provided to the member by email (& disclaimer included) Provide the expire date to the member. 

  Issue has now been resolved and member is sastified with the resolution. 

   

  Thank you, 

  ****** ********** 

• Initial Complaint

  Date:24/03/2023

  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.

  Costco is dealing with a third party delivery service merchant that mishandles the products leading to damages & delays. Also, there have been several complaints against this transportation company called TRL Transportation Ltd. & still Costco has not taken any initiative to find another vendor. These are expensive appliances that are being handled by this irresponsible company. I ordered a refrigerator of Kitchen aid on March 13th and it was promised on their website that it will be delivered within 4-10 days. In spite of the order reaching the warehouse on March 22 and the information was also conveyed to this transportation company for the delivery. The company never called us until two days and informed that the truck has already left for the day which led to my delivery being delayed for another seven days. It is hard for a normal family to function without a refrigerator unit. This led to a lot of stress and harassment for us being a consumer. We paid on time in full in against the payment of more than $2000. We received this harassing service. So I want to complaint against both Costco and the transportation company for ignoring their consumers reviews and updates. This is a violation of the rights as a consumer, as what was promised was never delivered. If we pay the full amount what the company is asking, then we should also get the services what we paid for. I want to compensation for the time in the harassment that we had to go through as a consumer, in spite of repeatedly calling back both Costco and transportation company. There are reviews where this company had delivered damaged product & left it in the driveway of consumers who refused to accept their product.
  Costco needs to take an action and end their contract with the third-party transportation company called as TRL transportation. God knows how many more consumers will have to go through this harassment. Every time they order an expensive product. please kindly take action against them.

  Business Response

  Date: 31/03/2023

  Hello,

  Member was contacted and the issue is resolved. 

  Thank you 

  Customer Answer

  Date: 03/04/2023

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19849058, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ********* *****
  

• Initial Complaint

  Date:21/03/2023

  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.

  Sent my broken TV in for repair, during the setup of the repair and during subsequent phone calls I was told repeatedly that if the TV was not repairable that I would be entitled to a cash/cheque refund if I chose so.
  
  The TV was deemed not fixable, when I contacted asurion they are now suddenly refusing to honor that option and are insisting I allow them to purchase me a TV I don't want.
  
  I want the refund I was promised and told I could have MULTIPLE TIMES from different agents.

  Customer Answer

  Date: 17/03/2023

  Hi there,,

   

  The TV was purchased in store at Costco.

  It's a ***** ******

  Serial number is ***************

   

  I have attached the product picture that has both the model and serial number

  Business Response

  Date: 23/03/2023

  Good evening 

  This issue was sent to the proper team for resolution.

  Thank you for you communication 

• Initial Complaint

  Date:19/03/2023

  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.

  Not sure if the business address is correct as this was a order placed on Costco.ca
  On December 25th 2022 placed online purchase with Costco to purchase new Fridge, Stove, Microwave. One week later a dishwasher was added to the order on separate order.
  2 scheduled delivery dates stove and microwave on first delivery and fridge on second delivery.
  First delivery 01/19/23 stove and microwave delivered damaged unusable left at my house.
  Second delivery 01/28/23 stove and microwave delivered damaged unusable again removed but original delivery still left at my house.
  Third delivery stove delivered damaged spoke to Costco accepted rebate on stove microwave delivered undamaged dishwasher delivered
  undamaged fridge delivered damaged doors misaligned hardened glue oozing from all trim joints and scratches on drink dispenser. Original stove and microwave finally removed from my house.
  New delivery date for fridge pending 03/25/23.
  The continued delivery of damaged appliances has resulted in me not having the ability to cook in my home and additional costs for take out food for 4 weeks. Also instead of having to book 2 days off work for delivery i have now taken 5 days off work for delivery resulting in loss of wages.
  I have 3 complaint numbers registered with Costco 01/19/23 file *************, 01/28/23 file *************, 02/09/23 file ************* i have also logged a complaint with the manufacturer ********* **** ********** 
  This situation has continued for 3 months resulting in numerous hours on the phone with Costco and delivery company and 35 email communication with Costco and manufacturer.
  This order has been a complete failure of service on Costco’s part
  I am seeking reimbursement for additional delivery dates resulting in loss of wages as i have to book time off work for each delivery. and reimbursement for additional costs of take out food due to not having a functioning stove for 4 weeks.
  Costco claims compensation will be offered when order is complete.

  Business Response

  Date: 06/04/2023

  Good evening 

  We communicated with our member and the issue is resolved. 

  Thank you for your comincation. 

• Initial Complaint

  Date:16/03/2023

  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.

  Re: Costco laptop 2 years warranty service ******* *************
  In August 2021 an Acer Swift 3 was purchased for our son’s education. We noticed the screen flickering then. Since the laptop was used every day, repairs were scheduled during or close to school breaks. Now with three (3) repairs completed, the problem persists and became worse. Even some videos assigned by teachers are unable to be viewed clearly.
  
  Repair#1 ***** **** ** ********: As per instruction from Costco, this repair was done by Acer under the 1-year warranty. The repair was completed to no avail.
  
  Repair#2****** * ***********: With the problem continuing to happen, a second repair was done. It was explained on the phone by a Costco representative if the repair is unsuccessful, a refund or replacement was going to be the next step. After this repair, the same problem was appearing more frequently than before.
  
  Repair#3******************: When we called Costco (Jan 12th, 2023), the call was escalated to a specialist, who did a remote examination of the laptop. The specialist confirmed the issue but denied the last representative and insisted a third repair. He guaranteed this was the last repair needed and if it failed, a refund or replacement was the next step. Later, when the repair was arranged (Feb 27, 2023) a representative on the phone confirmed the specialist’s words on Jan. 12th. Problem was still unresolved after repair.
  
  After three unsuccessful repairs, it was decided to call Costco (March 13 & 15, 2023) with a refund request. On March 15, the call was escalated to another specialist who denied all the promises and more repair needed. He mentioned refund need involvement of head office, very difficult.
  
  This has shown, Costco’s two years warranty is a gimmick. They want you to keep repairing yet with no end to the problem, and their representatives are conflicted with each other’s promises to customer. To end our nightmare, we request fully refund without any further repair.

  Business Response

  Date: 03/04/2023

  Hello, 

  Member was contacted to provide them with a full refund for the laptop. 

  Member will return to the wareshouse for a full refund. 

  Thank you.

  Customer Answer

  Date: 04/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19612307, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ** **

• Initial Complaint

  Date:08/03/2023

  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 hire *** **** *hru Costco they came to do the job and while doing the demolition of the old counters and backslash they were so rough they broke the wall in my bathroom that is behind the kitchen as well as several plugs and switches in the kitchen witch I had fixed after many calls to them they sent out a guy who looked at the damage he said no problem he would get back to me in 2 days that was several weeks ago I went and talked to costco and the rep there and she took all the info and someone would call me that was a week ago this company seems to have no interest in fixing this mess they created if they don't want to then they need to compensate me to have the repair done the job it self was good and looks nice but my bathroom doesn't
  Thanks for your time and hope you can resolve this for me

  Business Response

  Date: 30/03/2023

  Hello, 
  
  
  I have reached out to the member and left a voicemail to advise we have reached out to a Manager at ****** and they will reach out to the member. 
  I have provided them with the complaint details and the members' contact information. Thank you ****** ********** 

• Initial Complaint

  Date:04/03/2023

  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 placed 12 orders (120 products) on Jan 13th, 2023 for
  
  Pokémon Evolving Skies ETB Ver. 1 + Vaporeon Window - English Edition
  Item #2351650
  
  but I received Version 2 (a totally different product for all 12 orders).
  
  Pokemon Evolving Skies ETB Ver. 2 + Jolteon Window Tin - English Edition
  Item 2351667
  **********************************************  
  I contacted Costco but they said they won't do anything. They told me to bring all 12 orders (120 products) and return them to the store. These boxes are not small. It wasn't my fault that the wrong item were sent to me and now Costco wants me to do all the labour work, rent a truck with my own money and return to the warehouse on my time. It will cost me 5 times more than what I spent to purchase the 110 products
  
  This is unacceptable since it is not my fault. However, the customer service rep already asked the supervisor and they won't be able to do anything. They still insist I return to the warehouse.
  
  Version 1 and Version 2 are 2 different products.
  
  My solution:
  We can avoid all the hassle of returning. I can keep all of them but give me a price adjustment on a gift card. Pokemon Version 2 currently selling for $15 less = $44.99
  
  Solution#2:
  I can return all the items if Costco sends someone to pick them up. ** ******* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* *********
  
   

  Business Response

  Date: 28/03/2023

  Hello,

  We communicated with our member and the issue was resolved.

  Thank you for you communications 

• Initial Complaint

  Date:17/02/2023

  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.

  Pricing issue price on sign said $9.97 came up as $14.97 sign was on the product when enquired about price issue supervisor went to check price brought back wrong sign so i went to show her it she found it and tried to hide it i caught her talked to manager was going to give me it for $9.97 but i said it should be free after they tried to rip me off they have the price code garantee but would not give it to me for free

  Business Response

  Date: 07/03/2023

  Hello Team,

   

  Issue has been sent to the appropriate leadership team. They have attempted to contact the member with no return call. Please see below email sent by warehouse regarding steps being taken.

   

  I have continuously called this member and have left messages 
  He has not returned my call.
  I have spoken to our team and they have told me that there were two signs up one saying tropical plant $9.97 and the other said aloe plant $14.97
  the plants were on the same rack and he was purchasing the aloe 
  this is not a sign integrity issue 
  As a "member service courtesy" we gave him the lower price 
  
  
  to be "eligible for the item free scanner policy" the product must match the product description on the corresponding shelf tag 
  the plant he purchased was clearly the Aloe plant 
  
  
  I can send this if you would like 
   
  
  ****** ******
  ********* ********* *******
  Costco Barrie #252

   

   

   

   

  Thank you,

   

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

• Initial Complaint

  Date:08/02/2023

  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 bought a set of sheets for $100 from Costco on Merivale road yesterday, February 8, 2023.
  I washed the sheets without inspecting them and later discovered they had what looks like blood stains on them.
  If it is blood then this is a health issue. And I was sold used sheets. Ick.
  When I contacted the company by phone I was offered a refund but I have to return the sheets in person to the store. I have a few months to return them.

  Business Response

  Date: 14/02/2023

  Hello, 

   

  We have reached out to the Warehouse Store manager to contact the member directly. 

  Thank you ****** **********