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Business Profile

Incorporation

Costco Wholesale Canada Ltd. HQ

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Costco Wholesale Canada Ltd. HQ's headquarters and its corporate-owned locations. To view all corporate locations, see

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Costco Wholesale Canada Ltd. HQ has 49 locations, listed below.

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    Customer Complaints Summary

    • 230 total complaints in the last 3 years.
    • 86 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:22/04/2025

      Type:Product Issues
      Status:
      Unresolved
      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.
      Bought Abbyson ******************** Furniture Set 1 year ago and had issue with stained cushions with missing or defective Sunbrella TreatmentReached out to manufacturer and they said they ordered me brand new cushions set .6 months later I am told my agent no longer works there and they didnt order cushionsThey then actually ordered cushions and then 6 months after that they said they cant get them across the border despite knowing for 1 year I live in CanadaNow they said they cannot do anything else and to contact Costco for refund.I want replacement cushions or refund, I do not have truck or labour resources to load everything in truck and bring back..Costco should hold Abbyson Living responsible for honouring warranty and have them send me new cushions set as promised 1 year ago.******** customer service from manufacturer and I have all the emails and backup communication

      Business Response

      Date: 22/04/2025

      We have shared this complaint with our *********************** team to review for further assistance. A representative will reach out soon. 

      Customer Answer

      Date: 22/04/2025

      Complaint: 23234865

      I am rejecting this response because:
      Spoke to ******** Call #************, waiting follow up on full refund or new cushions......prefer full refund if its going to be another 6 months to a year wait....I already waited 1 year!


      Sincerely,

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

      Business Response

      Date: 23/04/2025

      This was sent to our team yesterday to review. An update will be provided within the week as soon as we receive confirmation.

    • Initial Complaint

      Date:19/04/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went to Costco today, April 18th, 2025 to the ******** location.I gad few items to return as per their return policy. The employee named ***** claimed that 2 of our items doesn't exist in their system, moreover they stated I don't have a proof of purchase. Although having a recipient is not in the return policy. After escalating the issue to the shift supervisor and the assistant manager, I was only offered $12 for the items that I have paid $44 for!It wasn't due to a system issue, but rather discrimination and racism , as I'm not Asian or White. It was an embarrassing situation, as I was accused of stealing!Not impressed with the experience and the unprofessional treatment. I need my refund and an apology.

      Business Response

      Date: 19/04/2025

      We will have a member of our team reach out for assistance and get more information to escalate it to the appropriate management team. 

      Customer Answer

      Date: 19/04/2025

      Complaint: 23225098

      I am rejecting this response because:

      Since I am yet to get contacted by the business fora resolution!

      Sincerely,

      Sad ***

      Customer Answer

      Date: 19/04/2025

      I have received a call today from the wherehouse manager and they have addressed the issue and offered me a full refund.

      I consider this matter resolved at this time 

    • Initial Complaint

      Date:11/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 an iPad from Costco on March 6, 2025. The website said it will arrive by March 13, 2025.On March 13, 2025, I received an email saying that the package will be delayed and will be shipped at a later date. I called Costco on March 13, 2025 at 12:22PM and told them not to ship this item and to hold onto it until my return as I will be out of the country from March 20th to April 1st and don't want it sitting on my porch for that long. They said ok, they won't send it out.After that call, they shipped it anyway and it arrived via *** on March 20th at 3:15 PM as per the tracking number. When we came back home on April 2nd, the package wasn't on our porch. I'm not sure when it was taken from our porch between March 20 and April 2nd.I've spent hours trying to rectify this situation with Costco. As per their request, I've filed a police report and sent it in. It's been almost two weeks since I brought it to their attention and they've yet to provide me with an update. They're refusing to connect me to a manager as he's always either "away" or in a "meeting". I was told someone will get back to me within 48 hours, no one did. I was told Costco ************************* will get back to me within 5 business days, they haven't.

      Business Response

      Date: 13/04/2025

      We have shared this with our team in ***********************, someone from the leadership team will reach out to provide assistance. 

    • Initial Complaint

      Date:28/03/2025

      Type:Product Issues
      Status:
      Resolved
      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 online order on March 27, 2025, for groceries and two camping chairs, with a total of $320.67. I was then unexpectedly charged an additional $143.74which matches the price of the chairsand another $35.98. It appears Ive been double-charged for the chairs, as they were already included in the $320.67, and I need this resolved promptly.Please review my order (Order # ********** immediately and confirm the breakdown of these charges. If, as I suspect, this is an error, I expect a full refund for the duplicate $143.74 and clarification on the $35.98 charge without delay. I appreciate your swift attention to this matter and am happy to provide further details if necessary.

      Business Response

      Date: 28/03/2025

      Member called in today and was assisted. The extra charge was a preauthorization that will be released when the item ships. 

      Customer Answer

      Date: 28/03/2025

       
      Better Business Bureau:

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

      Sincerely,

      **** *****

    • Initial Complaint

      Date:27/03/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 washer and dryer from ************************* February 25th. Four scheduled deliveries have been unsuccessful. The 3rd party delivery service does not call if they arrive or cancel. I have taken multiple days off work to deal with these attempted deliveries and Costco does not show any empathy towards the situation. The last delivery was supposed to be yesterday March 26 but the driver never called. It is now the evening of the 27th and Costco has not called. Their website says someone will call to reschedule. They have made promises to send a separate delivery truck but this has not materialized.

      Business Response

      Date: 28/03/2025

      This is already in progress with our resolution team. New delivery has been scheduled and our team is playing close attention to it. 

      Customer Answer

      Date: 28/03/2025

      Complaint: 23125909

      I am rejecting this response because:

      Costco has not rescheduled the delivery. A ***** from Costco customer service stated on March 28th that the delivery company would call me "shortly" to set up a new delivery. It has been 3+ hours since ***** told me this and nobody has called. 


      Sincerely,

      ***** ******

      Customer Answer

      Date: 15/04/2025

      Costco did reschedule. The agent I dealt with was no at all friendly but I do now have my washer and dryer. You can close this complaint. Thanks! ***** F

    • Initial Complaint

      Date:22/03/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Subject: Outdated Reward Delivery Policy Request for Digital Option Ive been a loyal Costco Business Executive Member for years and appreciate the value and service Costco provides. However, Im extremely disappointed with the handling of my 2024 Executive Membership Reward certificate, valued at nearly $300.Despite qualifying for the reward, I never received itlikely due to the Canada Post disruptions last year. After contacting **************** I was told theres no digital reissue or email delivery option available due to "fraud concerns," and the reward must be resent via mail, which may take 810 weeks.This policy is outdated, especially in todays digital age where secure email or app-based delivery is not only feasible but common practice. Many major retailers and financial institutions offer safe and verified digital rewards. Holding customers earned rewards hostage to unreliable mail servicewithout offering an alternativeis not acceptable.I urge Costco to re-evaluate this policy. It affects your most loyal members who have upheld their end of the membership. The system should allow secure, traceable, and timely deliveryespecially for high-value rewards.I hope Costco modernizes this process and ensures members are not punished due to circumstances outside their control.

      Business Response

      Date: 22/03/2025

      Our policy is 8 to 10 weeks for a replacement reward if not received by our members. We have contacted the member and are looking for a resolution.

    • Initial Complaint

      Date:20/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 quantity of 4 1oz Gold Maple Leaf coins from *********************** on Jan 26th 2025 for $4089.00 each and had them sent to an address I was staying at in ****************. When the package arrived I had gone back to my permanent residence in ********, *******. Since I was unable to claim the package or have it forwarded to my Edmonton address I contacted Canada Post and asked them to return to sender and have them resend the package to my address. I contacted Costco customer support via telephone to ask for this. After about 5-6 phone calls and a lot of conflicting information I was told that they in fact were going to honour the purchase price given the circumstances. After about the 3rd time that a manager was supposed to contact me and didnt I called back again. They simply said we cannot do this and we are sorry you were told by our other agent that we could. I told them that they cant do this with Gold and Silver bullion because people can just order large orders and wait up to 3 weeks to see what the market does and decide to either claim their package or have it sent back. That would be considered market manipulation which is illegal. I simply asked them to fulfill my order, they can do it and they are just refusing to because as of today the price of the same 1oz Gold Maple Leaf is $4479 and climbing. My goal for this claim is to have them honour the price I paid and receive my original order. You will notice on my supporting documents that beside the picture of the gold coin it clearly states NO RETURN 2024 1OZ MAPLE so Ive been pleading with them to just honour their own policy, none of this makes sense to me and how they seemingly can just bend their own policy to benefit themselves.

      Business Response

      Date: 01/04/2025

      This was addressed with the member by our online team. 

      Customer Answer

      Date: 02/04/2025

       
      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:05/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 reflected about re-engaging my costco membership subscription in May of 2024. I was told a current promotion outside of retrieving the full amount of my costco rebate check would be to sign up for a membership again which I would then recieve a promo code to use online. No timelines were given and no code was given at the time of the membership being paid. I waited and did not recieve a code. I asked the staff at my local costco in ********** to which I was told to simply be patient. The code slipped my mind as I do not regularly purchase online. When I decided to inquire recently, i went in store and explained the situation, it was determined the code was "sent". I explained that I had not recieved it and the staff kindly provided the code in store. Attempting to order online and entering the code it was invalid. Returning again to Costco I was told it had expired and contact with ************************* was required. When calling they mentioned again it had expired. I explained no timeline was given and no email was recieved indicating a timeline. The agent advised anything past 2 months would be instantly denied without consideration of tenure of membership, amount spent etc. I would like to use the amount promised or my rebate money back as the only reason I had agreed to the extended membership was due to this online promo code. Informing the customer of the timeline of a promo code is the responsibility of the seller not in the hopes a digital communication was recieved.

      Business Response

      Date: 06/03/2025

      We attempted to reach the member by phone, but unfortunately, the number on record is incorrect. As a result, we have sent an email to the member to rectify the situation.

      Customer Answer

      Date: 06/03/2025

       
      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      As you may know, Pokemon is going through a boom and being scalped like crazy. The most recent sets have been impossible to find online and many of us are relying on in store purchase. The 151 set (the most popular one) just went through their last reprint with Costco being the primary distributor of the ***************. Other stores are receiving very little product and told me that they were told that Costco is receiving the bulk so they have no choice but to charge market price which is over 150$. I'm sure Costco is well aware of this due to the purchase limits and online queues for the US site Unfortunately this means that the new set and final reprint is essentially not available in ******. Costco is refusing to sell the set to Quebec fans because they choose not to sell English Pokemon cards in the province. I'm not really sure who made this decision because anyone who knows Pokemon knows that the English cards are preferred by both anglophones and francophones. There are so many people complaining on the Canadian Discord about how Costco betrayed us. Marketplace is full of Quebecers trying to trade their French boxes for English from the small French batch that was received in ******. There are more sets coming out in that line up (mini tins) that will also continue to be unaccessible to Quebec clients All I want is to be able to buy product. I've been trying for months, the market has been taken over by bots and CA fans are relying on Costco. Im assuming this is an oversight by both Costco and the *************** since when I contacted them they weren't aware that Costco wasnt allowing ********* to purchase them Please reconsider your clientele for Pokemon cards. I understand prioritizing french books for francophones but for things that are collectible, English is preferred. We all have the same membership. Keep in mind that this is the FINAL reprint of the most demanded set in Pokemon history and Costco will be the primary distributor for Canada

      Business Response

      Date: 04/03/2025

      This is not a decision made by Costco, but rather a requirement imposed by Quebec law. According to Law 101, also known as the Charter of the French Language, all products must be provided with French language support. This is a regulatory requirement that we must comply with in order to operate in ******.

      Customer Answer

      Date: 05/03/2025

      Complaint: 23012356

      I am rejecting this response because their answer is incorrect.

      The law states: "A toy or game the operation of which requires the use of a non-French vocabulary may bear an inscription that is exclusively in a language other than French provided that a French version of the toy or game is available on no less favourable terms on the Qubec market".

      This means that a toy needs to be available in both languages, which it is - there is a French version called Eaux Florissante 151 available on the Quebec market.

      Here is the link to the law: ****************************************************************

      I'm assuming the person responding to my complaint doesn't live in ******, otherwise he would know that all retailers in the country sell toys and trading cards in English. The stores dont even have to sell both versions, the French version just needs to be available on the market. Is this why Costco only has bilingual or French toys, because they don't know that they can sell English toys as long as there's a French version? Most kids toys have separate English and French versions, just an FYI. It sounds like someone at your head office doesn't understand Quebec laws and doesn't live here because literally every single toy is available in English at every store. 


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

      Business Response

      Date: 06/03/2025

      we contacted the member to resolve the issue.

      Customer Answer

      Date: 08/03/2025

      The person who called me tried saying that by law they have to sell 95% French in ****** but this isn't true for toys. Every other retailer has 50/50 and for things like trading card it's closer to 80% English. I have read the law and it says nowhere that it needs to be 95% French and this has never been my experience in 34 years living in ****** so they must be mistaken somewhere. I recommended they consult with a lawyer who can actually check the regulations.

      She also told me that some stores with English presence sometimes carry them in English but was not able to give me a location. I called *************, Vaudreuil, Brossard, ***** and all the Montreal locations and they told me no.

      I was told by another *** last week that the 151 tins would be available in English in ****** but I called all the same stores as above and they told me no so I think someone is confused somewhere. I managed to order some online on Friday (6 boxes) but was charged an extra $10 per box so $60 that I wouldn't have had to spend if I could access these in store - not happy about that. 

    • Initial Complaint

      Date:03/03/2025

      Type:Order Issues
      Status:
      Resolved
      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.
      Lied and misled We want a refund to the difference of the membership

      Business Response

      Date: 04/03/2025

      We contacted the member and issue has been resolved.

      Customer Answer

      Date: 16/03/2025

      Yes this has been resolved. 

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