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

  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:08/12/2022

  Type:Customer Service 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.

  * Purchase date: 09/22/2021
  * ***** ******* ********* * ********** ******* ************ * Item: Lenovo IdeaPad Flex 5 81X2000DCF 2-in-1 Laptop, AMD Ryzen 5 4500U
  * Issue: Costco failed to honor the advertised 2nd year warranty through its Concierge Services. The Concierge Service has policies to reject warranty claims that deviate from normal warranty practices. The additional 2nd year warranty is non-existence and is false advertisement which mislead customers.
  * Details: The laptop purchased has the hinge failed and caused damage on the attached casing and screen after 14 months of use. The manufacturer's warranty is 1 year, and the only warranty coverage available would be coming from Costco's Concierge Services. There is no external impact on the casing and the damage is solely caused by the internal force due to the failed hinge. Yet, Costco Concierge Service rejected by claim twice due to "damage" as explained by technician. I have tried to explain why the damage was due to component failure but was fall on deaf ears. The technician does not care about the cause, but insist any damage no matter the cause will not be repaired, this is very different from any normal understanding of warranty with will cover any damage caused by failed components. Costco Concierge Service is making up excuses not to entertain any incoming warranty claims and render its service non-existence. Hence, the claim of having a 2nd year warranty on purchases is false advertisement.

  Business Response

  Date: 23/12/2022

  Good day 

  Our member was contacted by the proper team and the issue is resolved.

  Thank you for your commination.

  Customer Answer

  Date: 03/01/2023

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18543069, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ****** ***
  

• Initial Complaint

  Date:08/12/2022

  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.

  Overview: On April 4, 2022 we purchased a television from Costco + extended warranty + $50 extra delivery fee to place it in the room of our choosing. It was on sale hence purchasing in advance of intended use, and the television was gifted and opened on Friday November 11th.
  
  Issue: Upon opening and plugging it in, the television remained in the exact same position as Costco delivered it to, and the unit was non-operational (picture included; file contains metadata proving brand new condition of item on the date of Nov 11). We then took the following course of action:
  - Called Costco on Saturday November 12th @ 1:07PM to enact our ExcellencePlus Warranty, only to be told to call ******* directly as Costco only processes returns/exchanges within 90 days of purchase, or after the manufacturer's 1-year warranty has lapsed
  - ******* ****** is only open weekdays, so I called ******* on Monday November 14 @ 9AM. They diagnosed the issue over the phone and scheduled a service technician to fix the television
  - On Thursday November 17, the Service Technician arrived, confirming to customer this item was damaged in transit based on what he saw, and submitted his report to ******* that it was irreparably damaged
  - On Friday November 18 @ 10:28AM, ******* called me to let me know my warranty was rejected, no resolution would be offered to me
  - Given that the television had not been moved, not been opened, was only transported by the retailer and that all seals remain intact on the product, we would like to file this dispute for a full refund from *******.

  Business Response

  Date: 03/01/2023

  Good evening, 
  
  this has been resolved as of 12/22/22. Chargeback was process member is aware

  Customer Answer

  Date: 04/01/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18543005, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** ********
  

• Initial Complaint

  Date:05/12/2022

  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.

  The TV I purchased from Costco has broken. I contacted their excellence plus department to go through a warranty claim. The company who is responsible for this is ******* and they have been nothing but problematic.
  They have offered 3 replacement that are VERY poor for my circumstances (house setup, large windows, glare, etc).
  
  I have contacted Costco for help with this matter and they have just passed me back to *******. They say that ******* has the final say. Costco has reached out to them and were told the same thing. Since I have purchased the TV from Costco and all warranties from them, I would like them to take care of this.
  
  As per the warranty contract it states:
  This plan provides for the repair or replacement of your product in the event the product experiences a breakdown. If we determine that we cannot repair your product, me may replace the product with a replacement product, or we will issue you a voucher, gift card or cheque for the purchase price paid for the product, including taxes as indicated on your sales receipt.
  
  I have been without a TV for months now and just yesterday my TV will no longer turn on.
  
  I was told that i would be receiving a refund and I went out a bought a new TV from Costco, with warranty and mounting services. (see attachment). If I knew this I would have not spent that exact amount of my initial TV price.
  
  I have also added the email with ******* as to why their choices are poor (see 2nd attachment).
  
  I have added the intial TV purchase to show proof of purchase. (see 3rd attachement)
  
  I would like a refund for my intial TV purchase.
  
  I have been very patient with this. ******* has provided refunds for my friends on the same TV purchase with no issues.
  
  Thank you.

• Initial Complaint

  Date:05/12/2022

  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.

  Bought a ** gram computer 22/02/22 still under waranty.,about 40 days ago screen and keyboard went completely blank .no response after multiples attempts.Costco thecnical support always send me to ** support which is absolutely of no help(they keep referring me à appliances tech that does not service computers.even had a phone no in France)!)I don’t know if ** is not familiar with computers but every time I phone it is like talking to a wall!
  ******* ******

  Business Response

  Date: 15/12/2022

  Good evening 

  We have successfully contacted our member again and walked them through the process that was communicated and our member is sending his unit in for repair.
  
  I believe we can close this case. Customer issue has been resolved.

  Thank you for your communication.  

  Customer Answer

  Date: 11/01/2023

  
  
  Complaint: 18524864
  
  
  
  I am rejecting this response because:

  Concerning My c omplaint (18524864) Nothing is resolved.I have  not been contacted by cosco or **..to resume my complaint :have bought  a computer(**) via cosco wich is completely blank .The computer is still Under waranty  and all i am asking is the name of a certified  tech that can look into the problem.Have been referred to ** Appliance dept that do not service computers.** support is not very helpful.

  Sncely

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

• Initial Complaint

  Date:01/12/2022

  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.

  ***** ****** *********
  Order Date
  10/19/2022
  
  Good evening,
  
  I've been shopping with Costco for several years now, and I recently discovered the online version of Costco as Costco.ca. So I placed an order for a PC, and I was super excited for it to come. Once the package arrived I saw that the PC box was damaged so I refused the delivery of my PC and told the *** driver to return this back to the warehouse as I cannot accept this in the condition it arrived. So the package was returned to Costco with proof of delivery back to the warehouse on the *** tracking... I called Costco and they said a refund would be processed within 5-7 days but then they told me to file a police report after the 7 days for the package for I don't what reason. I filed the police report and emailed it to Costco. Costco hasn't issued me a refund still, I've been a loyal customer for 5+ years, and this is really disheartening to see such a negative response for a company that I really love. It's been over a month and I have not received my money back when there is actual proof of the package being delivered back to Costco. I really don't want to file a dispute against Costco, but if I have to I will. I really want this sorted out as soon as possible. I've never been more disappointed by a company in this stressful return process. The package arrived damaged which could possibly have a influenced on the return, but that shouldn't be the customer's fault...

  Business Response

  Date: 10/12/2022

  Good evening 

  Our member was refunded and the issue is resolved. 

  Thank you for your comincation. 

   

  Customer Answer

  Date: 11/12/2022

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18511921, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:22/11/2022

  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.

  I received a 43" Hisense LED TV as a gift back on November 24/20. About 1 1/2 months ago, the tv has gone black and appears to have a pixel issue internally where is looks damaged. I took the tv into Costco Saskatoon as they have a 2 year warranty on electronics (1 yr manufacturer; 1 yr Costco). They told me to take the tv back home and I would need to call the Costco Concierge Service. I called them the same day and was told they would send HiTech Electronics to my house to look at the tv on November 3rd between 8am and 4pm. No one showed up. I called Costco Concierge that evening and was told I was given the wrong information and that I was to call HiTech Electronics to book an appointment. I then called HiTech on November 4th and could not get through as they did not answer and the voicemail box was full. I again called Costco Concierge who got a hold of them and connected me with HiTech who told me to send a few pictures of my tv. After this, nothing. I did not receive a phone call, email, or text message regarding my claim for 2 weeks. I called the Concierge service again and was told that my claim was denied due to outside damage to the tv. The tv does not have any outside damage and has never been hit or dropped. That is what really irritates me. Their diagnosis of "outside damage" could not possibly be reached without examining the TV either physically or remotely. You cannot deny a claim based on two pictures that show no outside damage. I talked with a someone again on November 20th who told me he would have someone call me back. On November 22nd I received a call from someone in the Concierge department who says they are a supervisor. I asked to have someone physically come to my house to examine the tv or I could drop it off somewhere. She told me that the claim has been denied and closed. I am very disappointed in Costco and the service I have been given. I hope that someone can explain to me why this is such a hassle and how a claim is denied based on no physical examination of the product itself.

  Business Response

  Date: 06/12/2022

  Good afternoon 

  Our Member has already returned to the warehouse with the product for a full refund.

  Case closed thank you for your communication.

  Customer Answer

  Date: 06/12/2022

  *
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18451879, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ****** ********
  

• Initial Complaint

  Date:14/11/2022

  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.

  We replaced all the windows & front door with a vendor via Costco Canada Installations in the summer of 2018. In winter 2022, we noticed that one of the windows had developed a major crack. We called Costco Canada Installations & were told the vendor we had used had gone out of business & were referred to their current vendor. Both Costco Canada Installations & their new vendor determined that the replacement of the window was under warranty. The turnaround time was fast between contacting Costco Canada Installations (CCI) & the new vendor for a window technician to be dispatched for measurements.
  February 2022: discussion with CCI and their new vendor. Window technician stopped by to inspect and take measurements. Replacement window was ordered.
  June 2022: window technician arrived to replace the window only to realize that he had the wrong window. Another window was ordered.
  July and August 2022: calls and emails were exchanged with the vendor for an ETA on replacement window. They could not provide one.
  09/24/ 2022: called CCI. The customer service rep. said they'll reach out to vendor & callback (cb) within 2 business days. They never called.
  10/15/2022: called CCI. They said the issue will be escalated to management & to expect a cb within 2 business days. They never called.
  10/24/2022: called CCI. They said the issue will be escalated to management & to expect a cb within 2 business days. They never called.
  10/29/2022: called CCI. They said the issue will be escalated to management & to expect a cb within 2 business days. They never called.
  10/30/2022: sent an email to Costco customer service. We got a reply on same day & told to expect a response within 5 to 7 business days. We never got one.
  11/07/2022: called CCI. They said the issue will be escalated to management & to expect a cb within 2 business days. They never called.
  To date we are yet to receive a cb or email from CCI. We are at our wits end, winter is upon us & don't know what to do.

  Business Response

  Date: 25/11/2022

  Good evening 

  Our member concern was forwarded to the appropriate team to look at resolution for this concern.

  Thank you

  Customer Answer

  Date: 04/12/2022

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18402998, and find that this resolution is satisfactory to me.
  
  
  I am truly disappointed in the way Costco Canada Installation services has handled the entire affair. This is not the quality of customer service they constantly advertise.
  
  Sincerely,
  
  ******* ***********
  

• Initial Complaint

  Date:07/11/2022

  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.

  A transaction was made on my credit card by Costco and I disputed it and my credit card company gave me a full refund as I did not make the purchase. Costco is coming after me threatening me saying I need to pay them for the charge back because on “their” end it was a valid order and they are saying they are sending me to collections if I don’t pay and are going to take my membership privileges away. This is ridiculous and not perfesional behavior. I will not be paying for something I did not order nor did I receive to be able to take it back and return it. Then are lying and there threats need to stop.

  Business Response

  Date: 08/11/2022

  Good evening 

  We contacted our member and we will be working on this concern with appropriate team for resolution.

  Thank you 

  Customer Answer

  Date: 08/11/2022

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18371782, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** *****
  

• Initial Complaint

  Date:01/11/2022

  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.

  Trying to get a return label for item under order *********. Its been close to a month that I haven’t received the return label. I have sent multiple emails to costco and every time I get told that it will be sent. Can someone send out a return label?

  Business Response

  Date: 15/11/2022

  Good morning,
  
  
  Here is the latest update, item has been picked up. and member was refunded on 11/10/2022.

  Thank you

  Customer Answer

  Date: 15/11/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18346128, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:30/10/2022

  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.

  I purchased a surface pro 7 from Costco on 09/10/2020, please see the attached receipt indicating the date of purchase. I purchased at the time a 3-year warranty ( see attached), based on the offering that warranty offer. It is the ExcellencePlus+ protection plans cover products purchased exclusively at Costco warehouses in Canada only or at www.costco.ca.
  I have been having issues with my laptop and I contacted them in this regard. I sent my laptop to get it repaired back in early September 2022 and the claim case was 1671893519 with a list of all the issues I have been having. They returned the laptop back to me after 10 days and they claimed they fixed it.
  I am still having the same issues, the laptop is very very slow, the bottom of the screen is fading out ( see attached) and it is heating up very quickly.
  I called them again and they told me they cannot replace my unit. I am a science student at western and this is my last semester. This is a critical semester and I cannot afford to keep sending my laptop to get fixed every other month.
  I need them to replace my unit with a new one or refund me my money so I can purchase a new one.
  
  Before I purchased this laptop I went to the Costco warehouse and asked about the warranty details and they told me " if the same issue problem persists", they will replace the unit.
  
  I hope you can help me resolve this issue as it's a critical time of my life, to move forward to graduate school

  Business Response

  Date: 04/11/2022

  Good evening

  We communicated with our member and we sent this to the appropriate team for resolution.

  Thank you for you help. 

  Customer Answer

  Date: 05/11/2022

  
  
  Complaint: 18334394
  
  
  
  I am rejecting this response because:

  I was contacted by Costco Representative and no resolution have been received and he said, he sent it to the proper channels.

  The sad part Costco sold me the unit and the warranty, without even knowing that the warranty is not COSTCO warranty, its a third party warranty that coscto sell.  When visited costco store, the sale representative made it clear its a Costco warranty.

  On the other had if you look on costoc websites it say costco concierge services. This is misleading and they should redesign the logo to indicate clearly, concierge warranty is not a costco company and its third party ( See attached picture).
  

  i need to move forward on this and i need a refund for my unit. I am in my last semester at western and i need this to be resloved asap so i can purchase new unit.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 08/11/2022

  Good morning

  We communicated with our member and the issue was resolved.

  Thank you 

  Customer Answer

  Date: 15/11/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18334394, and find that this resolution is satisfactory to me.
  

  They were very helpful and resolution was reached.

  Thank you for all your help and support
  
  
  
  Sincerely,
  
  
  
  **** *******