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 Canada Ltd. HQ

  100 Biscayne Crescent Brampton, ON L6W4S1

• 

  Costco Wholesale

  1 York Tech Dr Markham, ON L6G 1A6

• 

  Costco Wholesale

  5900 Rodeo Dr Mississauga, ON L5R 3S9

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:07/02/2023

  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.

  On October 03, 2022, I bought HP All in One desktop computer model 27-CC0019 with a value of 1,199.99 + tax.
  at the Costco Warehouse #541 on 770 Silver Seven Rd, Ottawa, ON K2V 0A1
  
  My computer had some issues with the USB port and built in Camera. Jan 24, 2023. I went to the Costco store and try to return the computer but i was 22 days out of return warranty for electronics. I was told to call Costco concierge and if my computer can not fix then Costco store can make an exchange or full refund for the computer.
  
  On Jan 23, 2023 . contact Costco concierge in order to get help with my computer since the camera and USB ports stop working. They transferred me to an HP representative to help me solve the problem. After 2 hours on the phone, the HP representative couldn't resolve the issue with the computer, she gave me a case # ****** **** and she told me that someone from HP would contact me to help me with the issue and reinstall the software in another way with the flash drive.
  
  HP never called me. On Jan 24, 2023 I called Costco Concierge again and they transferred me to HP again. I explained all the problems again that the HP representative had, he did the same process to the computer again without any success. The Hp Representative told me that the case was going to be escalated and that someone from HP would contact me in 24hrs or less .
  
  I received an email From ****** ** **** ******* on January 31, 2023. to call HP at this * ********* ***** *** ******. I tried to contact them and No one answered at this number, it's a voicemail and I left a message with my information so that they could call me, but no one has called me.
  
  On January 31, I called the Costco concierge to get help with HP and they transferred me to the HP line, I talked to HP and he told me that the case is going to be escalated to an HP manager who will call me in 24hrs .
  
  On February 3, 2023, I called Costco concierge again and explained that I am still waiting for HP to fix my computer and they transferred me back to HP customer service . The HP representative try to conted the case manager and after 1hr and 30min on the phone the manager was not answering the call , the HP representative told me to call the case manager phone * ******** **** **** ****** the name of the manager is *****.
  
  Today February 7, 2023. I called the Costco concierge and asked to get a refund or an Exchange since HP can't resolve the problem . I was told they can't not do it, the Costco store must to do this. At this point I'm lost. I need my computer for work and since then I can't do much. this is a full time job to call Costco or HP they bring me round and round and at the end no one takes responsibility for the problem, please help .

  Business Response

  Date: 19/02/2023

  Good morning 

  This issue was sent to the proper department to be addressed and resolved.

  Thank you for your communications. 

  Customer Answer

  Date: 22/02/2023

  
  
  Complaint: 19348393
  
  
  
  I am rejecting this response because:  Hp Service department  call me in order to provide me all the information for shipping the computer for repair which will take take business days for repair.  and after I send the computer I got a email  saying they can't repair it because they don't have the parts of the computer so they estimate return for the computer, the provide me day by day emails with the same expected return date for February 28 2023. Today 
  
  February 22, 2023 we received and email with the new expected return day of April 4, 2023 .  As reason for the delay HP still shows the same missing parts . For us is looking like HP and Costco are just playing a game here, because they can't repair the computer and also don't want to replace it .  

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

  Business Response

  Date: 26/02/2023

  we have been advised that a return on the product has been initated at the members local warehouse

  Customer Answer

  Date: 27/02/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19348393, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/02/2023

  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.

  I have a problem with ***** *********. This order was placed with a Costco business Centre in Toronto location. This item was delivered by Costco business Centre. I called on Feb 5, 2023 to 1-866-455-1846 to return Item 1370007 for a refund, but the Costco business Centre is refusing to perform a pickup for this item. I ask for you to arrange a pickup of this item, because I am unable to return this item in store due to a physical disability. Second concern: I never received my $50 gift card for placing an online order of more than $250. This was a promotional offer I qualified for. This ***** ********* was valued at $304.15 so I should quality for the $50 gift card. My experience with Costco business Centre in Toronto has been terrible. Please resolve my concerns.

  Business Response

  Date: 16/02/2023

  Hello

  We have communicated with our member and the issue was resolved.

  Thank you for your communication.  

• Initial Complaint

  Date:27/01/2023

  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 laptop online in September 2020, picked up on October 7th 2020.it was bought during COVID as I working from home doing research.After 4-5 months of use I started to have issues.It was slow and would freeze up when I opened multiple files both pdf and excel.I would shut it down and start again each time.Then I just started to work on my work computer as I had no other option.This continued through 2021, through a few bouts of COVID at home and a hip injury, where i was completely home bound and on restricted movement. In 2022 I went back to work a few days a week and went back to working on my HP.Again it worked for sometime and then I started to have issues and by this time the keyboard was freezing on and off and then completely stopped working.So I called tech and they asked me to send it in for diagnostics. I did this about 2 or 3 times of back and forth, even though I was against sending my laptop by mail, incase they would drop it and other issues could happen during transportation.The last time it was sent back after all the tests were done and it was deemed to be working perfectly it would not even connect to the internet.So since June I have called and called and called Costco concierge and each time after to speaking to different people telling the same story, now in December they say it was after the warranty period and so they offered me a settlement of 600 odd dollars, which I explicitly refused and asked for it to be escalated for another resolution.Each time I call to find out the status they keep telling me about the settlement, indicating that that is the best they can do and push me to accept it.So I think this has been a series of poor technical service and customer service calls for this laptop. right from the start not once did they call or email me to find out what the issue was. I called to explain the issues.I am hoping that I will be able to have senior management look at this issue and resolve it.tired of calling Concierge.

• Initial Complaint

  Date:27/01/2023

  Type:Delivery 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.

  Dear Friend,
  
  Forwarding this note to you in the hope to get some support. I ordered an appliance package (Kitchen & Laundry appliances) from Costco.ca online during the boxing day event. See attached invoice.
  
  The unfortunate issue I am facing is that when eventually (after almost a month), Costco delivery folks showed up to deliver these appliances, they told me that both the washer and dryer cannot be delivered because the machines are broken and they will have to take them back. Now, I am left with no choice but to reorder them again and wait for another round. In the meantime, our family is out of laundry options at home.
  
  To compensate, in exchange for this gross mistake, Costco.ca offered me a refund for them (I lost my bundle discount ~ $220) and a $100 digital gift card (yet to receive) to reorder both appliances again. This essentially means that now when I am going to reorder the same set again or something similar (because the boxing day sale is over and they don't have the same set in stock anymore), Even if I could order the same, I will end up paying an additional $300-$500 more from my pocket...simply because Costco has failed to deliver the original appliances in working condition (not one but two appliances). Note: this is not considering the waiting period this time or the laundry expense I would have to absorb for going out and using coin machines.
  
  My request: Can you look into this and help me somewhere? Also, to pass the word to the right people at Costco so no other customer or family faces the same dilemma as us here. I have been almost 20 years with Costco as a customer and did not expect such a cold shoulder. Extremely disappointed.
  
  Thanks in advance,

  Business Response

  Date: 15/02/2023

  Good evening 

  Member has been looked after and the issue is resolved.

  Thank you

  Customer Answer

  Date: 22/02/2023

  Complaint: 18936800
  
  
  
  I am rejecting this response because:

  Though I appreciate that Costco helped me with returning the original appliances but have not reimbursed me fully for the difference in price for the another set I had to order (I ended up paying ~$2200 for the next closest appliances set they had offered. Original was $1500 on sale). Costco honored the partial discount and offered $250 coupon but that still leaves me with ~$250 in hole and inconvenience for not having laundry set for > a month.

  I could have still been ok but now, I have found out their Fridgeaire fridge they delivered, is also not working (not cooling) and now I am in the process of returning it as well. 

  Its unbelievable that out of 5 appliances I ordered for Home appliances set, 3 are found to be non-working. How could one excuse that?

  Sincerely,
  

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

• Initial Complaint

  Date:24/01/2023

  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.

  Long term Costco Customer that has always trusted the quality of Costco products and customer service. But in the last month have made 3 large purchases that has left me horribly disappointed.
  Dec 28/22 order of Midea 3-Piece Condo Size Laundry Suite with 2.9 cu.ft washer and 4.4 cu.ft ventless dryer - Free standing or Stacked
  - Jan 13, Delivery could not install. Told us they would come back later. Never showed. Took several phone calls to Costco to figure out that they think the stacking kit is not working.
  - Jan 14, asked by Costco to buy a stacking kit from another retailer. Scoured the internet but only finding that it is not sold alone. Begged Costco to exchange the dryer which is still sold by Costco since it would contain the stacking kit, refused. Several calls back and forth with Costco, supervisor emailed me saying she will call, never called.
  - Jan 15, called Costco x 2. Told customer service I bought a kit that might work but is not the original kit. Begged Costco to exchange the dryer, Costco refused. Could not reach supervisor.
  - Jan 19, another installation team stacked dryer but dryer drum is not rotating. Told us will come back later in day, never showed.
  - Jan 20, delivery guys came back and deemed that dryer is defective.
  - Jan 21, called Costco, now willing to process the exchange
  - Jan 22, received call informing me I need to uninstall the defective dryer at my own cost for pick up, and they cannot speed up the exchange process and it will take 5-10 business days.
  - Jan 24, received shipment notice of new appliance, 2 hours later received cancellation email that replacement unit is out of stock.
  Beyond frustrated that Costco did not process exchange when I initially requested. Frustrated with the telephone tag and misinformation. Find it ridiculous I need to buy my own replacement parts and pay to uninstall defective products. Need a functioning dryer and compensation for the many many hours and work days missed spent on this issue.

  Business Response

  Date: 14/02/2023

  Good evening 

  As per the order notes, this issue has already been resolved and should be closed.

  Thank you for your communications.

• Initial Complaint

  Date:11/01/2023

  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 an order Dec 24 2022, received an email Dec 29 2022 indicating the order had shipped, was ready to schedule an appointment, was not able to select any other dates other than Jan 5, 2023.
  
  On January 5, 2023 the delivery team realized that the Fridge was damaged, it had only been loaded off the truck, in my driveway. They took the fridge away and I called Customer Service immediately to make them aware.
  I spoke to a representative, explained what had happened, was told the order was re-entered, would get a fridge on Jan 12 2022, I specifically indicated that the reason I bought the fridge was because my old one broke overnight on Dec 23, 2022 & I needed one asap, I was offered a refund if I didn't want to wait until Jan 12th however, at the time of call I figured it'd be the same amount of days I would have to wait for another company to bring me another, so I decided to wait for the reordered item. It’s worth noting that the representative put me on Hold, spoke to a supervisor, offered a digital $50 dollar card.
  Called customer service today, (Wednesday Jan 11 2022) @ 0800 am in hopes they could give me an update, find out if my fridge would be delivered tomorrow as I hadn't gotten any emails to confirm the re-shipment like I did the first time around. When I called today, I was told the item was not in stock today AND also not in stock the day I called when the delivery couldn't happen (Thursday Jan 5th ).
  Costco kept my money/order for as many days as it took for me to contact you to ask about an update. Meanwhile you had my email address, phone # & mailing address.
  I asked to speak to a supervisor, her name is ***, she gave some bogus information about how supposedly the system works that I don't believe, because the representative that answered the phone said it was not in stock at the time of my call. If I called saying my fridge had been broken since I purchased the item, and I was desperate, somebody should have reached out to me to inform me right away.
  I asked for my money to be refunded ASAP, she said she'd work together with the refund department to ensure it was back into our bank account today.
  As a result of your totally unacceptable system where if I hadn't called them to find out, I don't know how much longer I would have been without a fridge or my money. I'm not able to purchase another Fridge until the money is deposited back into the account it is 17:05hrs and I still do not have an email confirming the money was refunded in an expedited way not waiting up 7 - 10 days.

  Business Response

  Date: 22/01/2023

  Good morning

  We communicated wit our member and the issue has been resolved .

  Thank you for you communication. 

• Initial Complaint

  Date:23/12/2022

  Type:Product 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.

  Dates of Transactions:
  Order #: ********* – Initial Purchase of (4) Bridgestone Blizzak WS90 Winter Tires – November 2nd, 2021 – I paid $963.11 (attachment 2)
  
  Receipt #: *********************** – Purchase of (1) replacement Bridgestone Blizzak WS90 Winter Tire – December 10th, 2022 – I paid $120.38 (attachment 3)
  
  Receipt #: *********************** – Purchase of (4) Michelin CrossClimate2 All Season Tires (including the refund from the above purchases) – December 22nd, 2022 – I paid $139.59 (attachment 4)
  
  After ¾ of the tires I originally purchased went flat during an 11-day period between December 10th and December 21st of 2022 after one full winter season in 2021 and two months of the winter season for 2022 – Costco was committed to getting the flat tires replaced with tires available to them.
  
  My dispute (included in attachment 1) is to provide me with four new WINTER tires with rims and install them on my vehicle when they arrive free of charge, and to refund me back the price of the replacement tire I purchased on December 10th, 2022, that I no longer have and for the cost (after the refund was applied) to put four ALL SEASON tires on my car despite not being the same grade of tires as what I originally purchased as that was all that was available in town. – Total of $259.97
  
  Costco deems my problem resolved as I have four new tires on my vehicle, despite not being the same grade of tires (All Season instead of Winter tires) and costing me both time and money during what ended up being an 11-day period.
  ****** *********** ************ ********* ****** **** ****** ** ****** ****** *** ****** ****** ****** ******** *******
  help me resolve this issue I have had yesterday (December 22nd, 2022) with Costco Wholesale in working toward accommodating me properly for the inconvenience this has cost me and the time and money spent trying to resolve it with the company already.
  
  Thank you kindly,
  ****** ********

  Business Response

  Date: 06/01/2023

  Hello, 
  
  This complaint has been sent to our Prince George location. WE have requested they reach out to our member directly to resolve this issue. 
  
  
  

  Customer Answer

  Date: 13/01/2023

  
  
  Complaint: 18635111
  
  
  
  I am rejecting this response because:

  I was contacted by the Assistant Warehouse Manager who overlooks the Costco Tire Shop and based on the information she was supplied by the employees (which she said she was just basing their decisions off the comments of their Tire Shop employees) she again asked if I had been driving the tires on my vehicle all year round. I again informed them I did NOT drive the tires between taking them off for the Spring in April 2022 and putting them back on for the Winter a week before October 2022 (as my summer tires needed to be retired, I put my Winters back on a week earlier - which I told both the Costco Tire Shop employees and the Assistant Warehouse Manager).

  However, I misunderstood when she asked me who put the tires on for me. - I thought in the moment she was asking who put the tires on the CAR and my response was that another mechanic did it. To this she immediately informed me to follow up with them as it is their issue. Though after the call I realized she meant who put the tires on the RIM not the car. However, the Winter tires I had purchased from Costco in November of 2021 were put on rims I had from a previous set of tires and after the new tires were placed on these rims, they were NOT taken off again until I went to Costco with the issues of my tires deflating in December 2022. The summers I had been driving between April 2022 and September 2022 were on their own rims. 

  With this information and my misunderstanding of a vital question the Assistant Warehouse Manager told me that Costco would not amend any of my requests in the email I had sent to Costco Wholesale's corporate email address. She informed me that the Costco Tire Shop employees said I had put 20,000 kilometers on the Winter tires I purchased in November 2021 and kept accusing me that I had driven these tires all year round when I have told them repeatedly I did not (they also did not give any supporting evidence to this other than that the Tire Shop Employees said this). Even though I provided evidence in my complaint email that two referenced Costco Tire Shop employees explicitly told me that the fault with the Winter tires in question going flat were NOT due to any fault of my own, and that it was due to the tires being improperly placed on the rims by their technicians upon purchase.

  After informing me that Costco Wholesale would not amend any of the requests from my email, the Assistant Warehouse Manager told me to think if there is anything else they can do for me, and to call them back when I have made a decision. However, I have already expressed what I would like covered in the complaint email. 

  Costco Wholesale will not uphold to the references in my complaint email that their Costco Tire Shop employees told me about the issue with the tires being a fault with the installment of the new Winter tires onto the rims being their own technician's fault and not mine. Yet the same employees now continue to accuse me of being at fault for driving them all year round (to which I have continuously told them, I have not).

  If Costco Wholesale continues to refuse to amend my requests, then I would at least like for Costco Wholesale to amend the fact that they left me with no choice in having All-Season tires put on my rims so that I could get my vehicle back on the road as soon as possible, as I still had work before the holidays. This on top of the fact they informed me the only other option would be to leave the vehicle in their shop until new Winter tires could come after the holidays. To which the employee I gave my decision to told me they couldn't guarantee when they would come in due to the weather and the holiday schedule being a factor. 

  Since having these All-Season tires on I have felt much less safe driving appropriately to the extreme weather conditions of our Northern Canadian winter from December 2022 until now. I would like to be compensated in some way, and if they are not willing to amend my request of receiving new Winter tires on new rims OR refunding me the $259.97, I had to spend in December 2022 for all the inconveniences. What are they willing to do for me, a loyal paying customer.

  I feel deflated and disregarded as they just seem to be saying no by accusing me of being the fault in the tires (disregarding the fact the Costco Tire Shop employees told me it was not) paired with them not considering how much time and money I have had to put into this situation since it arose in December 2022. Please let me know what the next steps are.

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

• Initial Complaint

  Date:19/12/2022

  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 am a an executive Costco Member, I am overseas since August 2019, my family received cashback coupon in the mail, I couldn't use them. I have contacted Costco to find a solution so I can use them. They offered me a solution to get digital coupons by email and they never sent it to me, my family sent coupon by mail back to them to redeem it into digital coupons and never receive anything .
  I am attaching my email correspondences with Costco to give you a detailed idea.
  Kind regards,

  Business Response

  Date: 22/12/2022

  Member was contacted, voicemail left requesting he look up email address : ***************************************** as all 3 coupons have been sent via email to the members email address. member was advised to call back if they required further assistance. 

  Customer Answer

  Date: 27/12/2022

  
  
  Complaint: 18610814
  
  
  
  I am rejecting this response because: Please read the following message that I have sent to Costco by email: 

  Hello,
  Further to my complaint within ****** ******** ****** #18610814 you have answered to *** that you have sent me the coupon via email: *****************************************
  Let me inform you that I have not received any email from the above-mentioned email, I received a voicemail from Mr. **** and I called him back but it seems that he is on vacation.
  **** will send me another cash reward coupon and I will be facing the same issue again. 
  Please let me inform you that providing *** with misleading information is unprofessional.
  
  
  Kind Regards,  
  
  
  
  Sincerely,
  
  
  
  ********** ******

  Business Response

  Date: 12/01/2023

  Confirmed with our member that capital one rebate have been converted to digital shop cards. Member confirmed they have been received cards. Member now requesting assistance with new **** rebate and wants same process. We have inquired with internal teams to see if this was possible. member of management to contact the member to follow up.  

  Customer Answer

  Date: 23/01/2023

  
  
  Complaint: 18610814
  
  
  
  I am rejecting this response because:
  Please be informed that one of the Costco agents already confirmed that I will receive my digital cards included **** however the digital cards never been sent to me till I contacted your office, now another agent named ******* emailed me, the other agent named **** wasn't responding, it seems he is on vacation again.

  I am wondering why such a reputable business like Costco lied that they sent me the digital cards that I never received. I challenged them to forward the email that  they pretended they sent to me however they couldn't. Now **** Cash coupon needs to be converted to digital card 

  I asked them to receive only digital cars and they have to confirm this via your office.
  
  Sincerely,
  
  
  
  ********** ******

• Initial Complaint

  Date:15/12/2022

  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.

  That was the worst experience at Burlington Ontario Costco I had in my life.
  ****** did what I believe is the most confrontational person I met working a front desk wtih people.
  Upon ordering the tires she continually interjected as I was talking to another salesperson. She was constantly being negative towards me.
  I just wanted to buy the winter tires. I said the r16 is the only difference.
  She went on and on about Costco not allowing it. Again she is interjecting in the our conversation. Then I finally went and took a picture of the actual rubber that was on. Yes, it was r16 the only difference.
  She sulked off as we continued the conversation. Your in luck she says(not ******), there are 4 in stock.
  Immediately ****** said no we do not have any. She did not even know the whole number but the computer is wrong in the stock count and somehow she knows this.
  We can get the tires in by tomorrow the other person said and it looks like we have an appointment too. Again, ****** interjects to say no to that. She seems to enjoy this and slightly smirks to me.
  The person then said they would talk to her manager to see what she could do for me and after that the appointment was set. It was very confrontational all the way with ****** (which I was trying to not talk to).
  
  Upon picking up the car I was again dealing with another person and somehow I have now a problem with my lug nut. It seems to be missing. This ****** again interjected being confrontational as
  I was trying to deal with the other service person. I had to walk away from the conversation.
  The person who called me said to come pick the car up. I asked if everything went ok and he said yes. Then I go back and there is a lug nut missing.

  Business Response

  Date: 03/01/2023

  Good day

  This has been escalated to our leader ship team in our location in Burlington.

  Thank you for you communication. 

  Customer Answer

  Date: 04/01/2023

  
  
  Complaint: 18596449
  
  
  
  I am rejecting this response because:

  There was no response.

  They have ignored my claims at head office.
  
  
  
  Sincerely,
  
  ****** ***********
  
  

• Initial Complaint

  Date:14/12/2022

  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.

  Scheduled a Costco Tire appointment for Dec 12 at 6pm for seasonal tire change and oil change. Told them only need to swap the tires and do not touch the wheel covers, they acknowledged and said it makes there job easier. Left the key with them and waited inside the Costco until the job was completed around 8pm. After the appointment the new genuine OEM ****** wheel covers was removed from in the trunk storage compartment in the vehicle along with inside the SUV under the baby car seat. This was in two separate places so taking the wheel covers looks intentional and not for installing on the tires. All 4 was taken and so an auto technician such as one at the tire center would know these wheel covers are not generic and cost easily over $400 to rebuy and the ****** center closest sells them for $108 a piece.
  
  I dont know what Costco Tire employee taken the wheel covers out the vehicle and taken them but what's worse is I called Costco 9:15am on Dec 13 and in the evening same day and spoke too two separate admin head-office managers and they said they will look into this and never got back to me or did anything. Noone picks up the phone and they don't treat theft as a problem at all which isn't fair.
  
  I want at the very least the $124.25 service fee that was paid to Costco via credit card reimbursed as they worst feeling is I actually paid for tire service on top of getting my wheel covers stolen from me.

  Business Response

  Date: 17/12/2022

  We have sent this complaint to our Vaughan location, requesting they contact the our member directly to resolve this issue. 

  Customer Answer

  Date: 17/12/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18571823, and find that this resolution is satisfactory to me.

  Costco has reached out separately after the incident to understand and resolve this matter. They have gone above and beyond to help assist this matter as well as explain the unusual circumstance that occurred. I would like to thank them for helping correct the situation as I feel better continuing to shop in Costco.

  
  
  
  Sincerely,
  
  ****** *